The front office is also known as the face of the hotel. A receptionist is an employee taking an office or administrative support position. Assists cashiers with questions of credibility. A front office executive’s responsibilities will vary based on the nature of the organization, but some central tasks are commonly a part of the job. Job Summary – Welcomes guests, opens/ closes the front entrance doors. If Front Office is the ‘Hub’ of the hotel then the receptionist can be aptly called the person who keeps the hotel world moving. It is important to make flexible plans to fit in emergencies. To have a complete understanding of policies and procedures relating to fire, hygiene, health, and safety. DUTIES & RESPONSIBILITIES OF FRONT OFFICE MANAGER 1. This Front Desk Representative job description template includes the list of most important Front Desk Representative's duties and responsibilities.It is customizable and ready to post to job boards. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Guest Registration: Does all guest registration-related activities like Check-in, room assignment, welcoming, room rate etc. Deals with problems arising from guest complaints and reservation and room assignment activities. Conduct daily briefing of lobby attendants. Basic accounting and billing responsibilities; Front Office Hotel Education, Training, and Qualifications. The Front Office Manager is responsible for all duties of the front desk operation which includes: staff training, inter-department communications, and staff scheduling. The restaurant manager works very closely with the cook and hostess in maintaining quality and cost control and guest services. Prepares daily summary reports and circulates them to EAM, and F .O.M., etc. Answer all client questions and incoming calls. Takes constant rounds at night of all operating areas to ensure smooth functioning. Additional training through short-term on the job experience and orientation is beneficial to individuals who want to work as front office hotel employees. Assess the desirable time against each activity and note in the work distribution chart. Cashier: Maintains and settles guest folios, and properly checks out guests. Referral chains & condominiums. Mail also schedule meetings and travel for executives. Keeps liaison with crew members. Set up and posts the guest accounts in small hotels. The Front Office Department is responsible for creating first hand impressions regarding the level of services and facilities provided. The main function of this department is Reservation, Guest service, Check-in, Check-out, Telephone, Finance & Cashiering, Foreign Exchange, Room Assignment, Inquiry etc. Materials & money Department to achieve the organizational goals. This section is responsible for providing information related to the hotel, rooms, and facilities and about the city or towns where the hotel is located. The front office manager and the clerks take care of reservations as well as registrations, posting, checkout, and the like. He should be able to fix the priorities of the job. Keep baggage neatly and orderly at the specified places. The friendly welcome given by the receptionist to a guest changes an impersonal hotel building into a friendly and homely place and his unfriendly. Maintains the reputation of the hotel by refusing or ejecting undesirables. Front office managers require little formal education. Handle errands requested by guests and front office staff. The concierge may also handle room keys and does paging of guests Calls guests (after they have been roomed) to ask whether they require any immediate service. For proper analyses, he should keep a record of the time spent on tasks and daily/weekly time spent on them and for this, he should prepare a work distribution chart for each task. Know room history, namely location, kind, rate, theme, if any, and the view each room commands. Sell higher priced rooms and other hotel facilities through trained salesmanship and assign rooms. Distribute room keys to registered guests in the hotel when the arrival errand card is presented. Telephone Operator: Manages the Switchboard and coordinates Wake-up Calls. Prepares reports to the management and other supervision relative to anticipated rooms occupancy, reservation pattern, expected check-in, and out. The concierge is the hotel's frontline employee to fulfill the guests' requests and answer their questions, which typically are requests for information about the hotel's facilities and services. Coordinates with various departments for effective guest handling. Check the room to ensure that the guest has left no articles in the room by mistake. Operate office equipment, such as photocopier, printers, etc. Take the baggage from the car in the porch/gate to the room. Check up VIP’ s reservations and issue VIP amenities, a voucher for fruits and flower beverages, etc. Handle all guest mail, information, parcels, telegrams as per laid down procedures Answer queries on house facilities and places of tourist interest. Co-ordinates staffing of mail and information and reservation clerks with their supervisors. Ensuring and Scheduling front office desk staff. The basic function of FOM is to supervise all the Front Office personnel & to ensure the proper and smooth operation of the department. Ensures that amenities are sent in time to the VIP rooms prior to their arrival. While the organization structure of a front office department varies by business, the duties and responsibilities of the front office staff are often the same. © Setupmyhotel 2020 - All rights reserved. Checks baggage before the car or taxi leaves. Front office staff need to use different skills on technologies too, such as using the printers, fax machines and phone. Here is a short & broad overview to help you get the idea. For maximum utility, the manager should first understand how he is utilizing his time currently and then decide how he should spend his time. Train lobby attendants to maximize departmental efficiency. Guest Service: Fulfils any Guest Services related activities. B. Advises and informs the front office manager or assistant on the duty of a significant increase or decrease of reservation tally, which could affect the hotel’s open or close status. Job brief. It acts as a connecting link between the customers and the business. Now let’s look at Duties & Responsibilities in detail of each person in the Front office department. Sign up for Workable's 15-day free trial to post this job and hire better, faster. are closed at a specific time and also make a note of all the midnight and early morning departure rooms so that properly their luggage may be handed. Handle baggage of guests when they are shifting to another room. Supervises and coordinates activities of filing clerks. Place the baggage in the room, on the luggage rack. The responsibilities of the front office staff are quite varied. Further, he should be able to identify the wastage of time that he is doing currently He should then master his time wasters. Name: Md. Office Assistant Duties responsibilities include: Organizing the office and assisting associates to optimize processes; Sorting and distributing communications in a timely manner ; Using "back-office" computer systems (ERP software) Hiring an office assistant? Completely responsible for all going-on in the lobby, and operating public areas and rooms at night as well. His place of duty is outside the main entrance of the hotel. The Front Office Manager is responsible for all duties of the front desk operation which includes: staff training, inter-department communications, and staff scheduling. Front office employees should know how to pronounce the names of all marketing and sales employees. Arranges schedules of reservations agents. Staff working in the front office can also deal with simple tasks, such as sorting out emails, helping out on printing and typing works. It is a French word and as per dictionary, the word means doorkeeper-porter. Creating guest database; Handling guest accounts; Coordinating guest service; Trying to sell a service; Ensuring guest satisfaction; Handling in-house communication through PBX; Front Office Operations. Forhad Ahmad Chowdhury Id: J13012134 Section: DHM1 2 1. Organize and supervise check-in/out baggage formalities of groups, crews, etc. The concierge can be called as a ‘Man-about-town or ‘Mister-know-it-all’. How is it different from hotel business? The main responsibility of the front office is to generate revenue and also increase the revenue of the company whereas the others’s duty is reducing the overall costs for the business. To bid farewell upon departure and thank all the guests. Receive and greet the guest. Front Desk Agent: Registers guests, and maintains room availability information. A key responsibility for the concierge is communication with the guest. Traditional Front Office functions include reservation, registration, room and rate assignment, guest services, room status, maintenance and settlement of the guest account, and creation of guest history records. Represents management when decisions must be made during these hours. It has a complementary role of image building, as it is the first and last point of contact for every guest. This department is one of the major operational and revenue-producing departments of the hotel which generates two-thirds of the revenue earned by a hotel from the sale of the guest rooms. He or she has to maintain the coordination of ID and other visitor’s cards. Check for mail, messages for departure guests and, if available, collect and give mail or messages to departing guests. Hotel Front Office Department #‎FrontOffice ‪#‎BNG ‪#‎HotelManagementKolkata. Passes credit bills in the absence of assistant front office manager. Managing Entrepreneurship, SME Properties, 3) Reservation Manager/Assistant Manager Reservation, 12)  Doorman/Commissionnaire/Link Man/Carriage Attendant, Brief introduction to hotel core areas with special reference to Front Office, What is a timeshare? A front desk office assistant has a variety of duties. Answer incoming calls for guests and report all messages. The main duty is to do the Management of the front desk. 2. View here. Maintains close liaison with secretaries of major companies that do business with the hotel. As you create your front desk receptionist In addition to this job description of a front office manager include the following. They allow access to other employees, answer phones, transfer calls, schedule appointments, answer questions, give directions and manage the flow of traffic in the office. 01 INTRODUCTION TO TOURISM, HOSPITALITY & HOTEL INDUSTRY, D. Brief introduction to hotel core areas with special reference to Front Office, K. Meal Plans (not in the syllabus but imp. Liaises with the sales department for present and future convention and group bookings. shopping and other such things for providing assistance to the guest. . Referral chains & condominiums, Front office equipment (non-automated, semi-automated and automated), Understanding and uses of accents, orthographic signs & punctuation, Knowledge of cardinaux & ordinaux (Ordinal & cardinal), Greet clients and set a positive office atmosphere. It also ensures that the ‘crew rooms’ are blocked before their arrival and am ready on time. As this department is located around the foyer area of the hotel and is visible to the guests, patrons and visitors, they are collectively called “Front Office”. Generally, the front office staff must be well-versed in customer service and provide friendly service to everyone who walks in the door. Knowledge of office management and basic bookkeeping; Proficient in English (oral and written) Excellent knowledge of MS Office (especially Excel and Word) Strong communication and people skills A position of this nature is typically entry-level, providing an opportunity to get a foot in the door with a sales office, doctor's office, accounting firm, hotel or other type of company. Time is a unique resource (24 hrs a day) and in highly perishable resources and its supply can’t be increased. They allow access to other employees, answer phones, transfer calls, schedule appointments, answer questions, give directions and manage the flow of traffic in the office. Listing all activities for the next day under the ABC category as per the urgency and importance of the job. which includes room reservations, guest room assignments, mail, and information. The front office department in a hotel holds prime importance in view of the basic nature of business of establishment i.e. Co-ordinate and control the distribution of morning newspapers. Basic Responsibilities of Front Office Department. Responsible for the cleanliness and orderliness of the front area of the hotel and around it. Supervise the lobby attendants. Responsible also for any miscellaneous duties assigned by the front office manager. Meets and escorts VIP to their room at check-in. A typical day as a hotel front desk agent, involves registering/booking guests in and out of their rooms, while accommodating any special requests. Prepare monthly reports and budget for front office department. Keep lobby clean at all times. Front desk receptionists usually act as gatekeepers for an office. Job Summary. Deal with cash, credit cards, and checkouts and perform cashiers function in a small hotel. The friendly welcome given by the receptionist to a guest changes an impersonal hotel building into a friendly and homely place, while his unfriendly, hostile and indifferent attitude may convert the guest experience into an unpleasant and uncomfortable stay. Following are the most basic responsibilities a front office can handle. The front office represents the customer-facing function or department of a firm, typically composed of administrative and sales personnel. The front office hotel staff needs to be qualified as no post-secondary graduate. Help room service and telephone departmentally to racks. Front Office Duties and Responsibilities. Performs any other duties as may be assigned. Front office managers should be familiar with typical office applications like spreadsheets … Prepare room discrepancy report and ensure a double-check through lobby attendant Work closely with information assistants. The front office manager, in consultation with the general manager, usually prepares a personnel budget that is related to salary levels throughout the lodging establishment. Job Summary -To organize, supervise, and control all lobby services to guest satisfaction in a shift. Opens and routes all mail addressed to the front office. The basic function of FOM is to supervise all the Front Office personnel &to ensure the proper and smooth operation of the department. Duties and responsibilities of front office staffs (Source:www.slideshare.net) 1. Answers inquiries over the telephone and in-person pertaining to hotel services and registration of guests. Organize and maintain files and records; update when necessary Keep the lobby area clean and clear to ensure smooth traffic flow. Types and files reservation slips. Prepares duty schedules for the above area staff and supervises their routine and special work. A front desk office assistant has a variety of duties. Guest Database: Develops & maintains a Comprehensive Database of Guest Information. Regardless of the class or types of the hotel, the front office department is the most visible and essential focal-point of a particular hotel. Sign departure errand cards in acknowledgment of receipt of room key from a departing guest. The Front Office develops and maintains a comprehensive database of guest information, coordinates guest services, and ensures guest satisfaction. Attend to guest complaints and handle telephone calls in the absence of assistant manager-lobby. Aids and promotes in carrying out hotel-employee relation policies such as courtesy program, work performance records, vacations, etc. Supervise the storage of essential medicine prescribed by the house doctor and be accountable for the issues made. The part of this department are Front Office Manager, Assistant Front Office Manager, Front Desk Representative, Night Auditor, Cashier, Reservationist and Telephone Operator. Job Descriptions Front office Manager Front office manager is responsible for the whole operation of front office department and he manages planning, budgeting, staffing and ensure payroll. Front office managers require little formal education. Reservation: This section is responsible in registering the room reservation from various sources, with recordings, filing of reservation records, and revise on the appropriate time to make sure that guests would have their rooms upon entering the hotel. Completes numerous reports for management analysis through the following procedures. Front office manager responsibilities can include ensuring the front office of the business continues to operate in an efficient manner. The organisation chart for the front office department differs as per the size of the hotel. Managing the office can involve analysis of expenditures to minimize cost, and some managers review daily logbooks … Find out more. Must understand the functions of, and be able to cooperate with closely related departments such as front office cashiers, assistant manager. Check on reservation stationery and keep a satisfactory par stock if the same. The front office is also known as the face of the hotel. Participates in the selection of front office personnel. Obtain clearance from the front office cashier on the errand card regarding the bill i.e. View 105918569-Front-Office-Department.ppt from HUE 2006 at Hue University. Management Responsibilities of the Front Desk Office Assistant. Managing the office can involve analysis of expenditures to minimize cost, and some managers review daily logbooks to maintain an awareness of business activities. That’s the only way we can improve. We have reviewed several job listings and found the following among the core Hotel Front Desk Agent duties and responsibilities. Front Office Duties and Responsibilities. If the front office is the hub of the hotel then the receptionist is aptly called the person who keeps this hotel world moving. fax, printer etc.) Since 2012 Setupmyhotel.com is helping hoteliers around the world to set up their hotel operations. In order to carry out its mission, goals and objectives, every company shall build a formal structure depicting different hierarchy of management, supervision, and employee (staff) levels. Duties of front office personnel CONCIERGE * Making reservations for dining in famous restaurant * Arranging tours, limousine, and entertainment ticket * Maintaining good relationship with hospitality industry * Personal helper to VIP * Obtaining tickets for theatres, musicals etc * Provide latest information of events 18 19. Maintain a satisfactory part of all registration of stationery. The human resources management department may rely on the front office staff to act as an initial point of contact for potential employees in all departments. Minimum Educational Qualification: Graduation/high school with preferably a craft course in reception and book-keeping/hotel graduates. 5. Front Office– #FrontOffice is a part of a larger division called Accommodation or Room division headed by a. Handle left luggage formalities and maintain the baggage checkroom. Introduces and sells all hotel services and facilities to the guests. One month’s departmental training. Prepares daily summary reports and checks daily mom position of suites. DUTIES & RESPONSIBILITIES OF FRONT OFFICE STAFF: FRONT OFFICE MANAGER: is the in charge of the Front Office Department who allocates the available resources (men, machine, materials & money) of the department to achieve the organizational goals. Take all cleared rooms promptly from housekeeping. After this, he should make a new plan of action and then make sure he follows that. Handles complaints. Advise the assistant manager-lobby periodically on the performance of lobby attendants, and at times provides information to the guest. In this free course from Alison, learn about a variety of hotel management operations including the front office department and the housekeeping department. The front office can discover more information about the customer by asking them questions, also helping the customers out. front office organisation chart as per the type and size of the hotel. OTA – Online Travel Agency - Definition / Meaning, 6 Stages of The Guest Check–In Procedure [With Flowchart], Types of Common Guest Complaints in Hotels, Different Booking Source Of Hotel Reservation with Examples, Security - Handling Suspicious Items and Packages in Hotels, HR - Sample Reference Check Questions For Recruiting Hotel Staff, Security - Types of Emergency Situations Encountered in Hotels, Store - Inventory Stock Check Policy for Hotels, 10 Types of Trolley Used in Food and Beverage Service, Room Service / In-Room Dining Department Layout or Design, Types of Spoons and Knives Used For Food & Beverage (F&B) Service, Main Factors To Consider While Menu Planning, Must Have Menu Knowledge for Food and Beverage (F&B) Service Staff, SOP - Engineering - Different Modes For Starting Diesel Generator (DG) Set, SOP - Concierge / Bell Desk - Left Luggage procedure, SOP - Front Office - Open in room Safe/Locker On Request, SOP - Front Office - Generating Reports [Routine Report, Emergency Reports], Housekeeping - Introduction, Definition, Role, Responsibilities and Layout, Room Status Cycle (Diagram) In Housekeeping | Hotels, Room Status Codes For Housekeeping Department, Types of Window Curtains / Window Treatments For Hotels, Terms and Conditions - Serviced Apartment / Long Stay Lease, Concierge - Transport Request Form Sample [Guest / Hotel Use], Concierge / SPA - Saloon Booking Form Sample. There are two categories of Front Office Operations − If so, guidelines for and training in screening methods must be provided. ), A. Reviewing current standards of front office services and procedures, and implementing new practices if required. Experience Required: Nil, at the time of entry. Does liaison between the travel counter, airlines regarding arrival and departure of flights. It may even ask the front office to screen job candidates. Job Qualifications for above-mentioned positions. Our analysis of listings reveals the following as duties usually expected of a front office executive: Welcome Customers. See you around and happy Hoteliering. Types confirmation slips. Keeps an eye on the tidiness of the lobby area. 4. Information centre of the front office is also responsible for handling guest mails and messages. Front Office – Telecommunications- The telecommunication department is responsible for all communication within the hotel as well as outside the hotel. Front Desk is a very important department in the hotel, making direct contact with guests. The Front Office Department comprise of the Reception, Guest Service Offices, Bell Services, Reservation, Operators, Executive Club, Health and Recreation Center and Business Center. CONCIERGE Responsibility Of Front office Employees FRONTOFFICEORGANIZATION It is the process of understanding the job, dividing the job into small components, grouping responsibilities & authorities among staff, establishing relationships in the activities and staff for the achievement of common goal. Serves as guest’s liaison with hotel and non-hotel services. Knowledge of cardinaux & ordinaux (Ordinal & cardinal). The night porter will specifically take care of the cleaning of walls, carpets, furniture, etc and may also take charge of some snacks and hot and cold beverages service in a small hotel to make sure that the doors, windows, etc. Postage and Parcels: This section is to facilitate guests pertaining to the posting of letters, telegrams, and parcels. Responsible for guest services such as hell desk, concierge desk and guest transportation and ensures the smooth running of these areas. The staff receives the guests and creates the first impression of the hotel. Directly supervises all front office personnel and ensures proper completion of all front office duties. 2. Prepare monthly reports and budget for front office department. Front Desk Representative responsibilities include: ... Monitor office supplies and place orders when necessary; Keep updated records and files; Monitor office expenses and costs; Take up other duties as assigned (travel arrangements, schedules etc.) Next, follow the plan and at the same time review the plan from time to time for any changes and improvements. He is responsible for the necessary equipment in the crew lounge. Dispatches security officers to investigate disturbance or investigates himself. To have a complete understanding of the hotel employee’s handbook and adhere to regulations contained within the book. THE FRONT OFFICE DEPARTMENT Tasks and Responsibilities • Nerve center of the hotel • Handles reservation, Check-in and In some hotels in India, it is used in a more broad sense and refers to a person who has a desk called ‘The desk of concierge’ which is in the lobby of the hotel. Handles guest complaints, and ensures that the front office has good relations With all departments. Get Help With Your Essay. PPT Front Office Department, chart organization front office department, scope of job includes duties and responsibilities Proven experience as front desk representative, agent or relevant position ; Familiarity with office machines (e.g. Organize bookkeeping and issue invoices/checks, Perform inventory of office supplies and order what is needed, Lack of objectives, priorities, and deadlines. Coordinates with airlines and reconfirms the departure details of the ‘crews’ and arranges for transport for them. to sale room and collect revenue during arrival and departure of the guest. Front office department is the face of hospitality business. Maintain close contacts with housekeeping, engineering, lobby, food and beverages, and other coordinating departments. Minimum Requirements – Ability to communicate in English. Front Office Manager Other duties of the front office manager include the following: Assists in the training and cross-training of front office employees Prepares monthly reports Assists the rooms division manager in formulation and implementation of front office policies and procedures 22. It involves in providing valuable services to the guests during the entire guest cycle consisting of Pre-arrival, Arrival, Occupancy and Departure. The front offices a pivotal point in communication among in-house sales, delivery of … Sales staff should receive more communication training and get an overview of how to track purchases and clients. Duties, and properly checks out guests keys to registered guests in the absence of assistant periodically... To greet the responsibilities of front office department works as an in charge of all marketing and sales employees all guest registration-related activities check-in. 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The responsibilities of front office department all guests with “ scanty baggage ” and inform assistant manager respective rooms and ensures up. Role to make airlines booking, taxi booking and planning of arrival am! Other hotel facilities through trained salesmanship and assign rooms ensure maximum guest satisfaction major companies that do business the! Use of departure errand card ) determined by the receptionist to a guest ’ s with! Luggage, escorts guests to their room at check-in & responsibilities in detail of each person in the.! “ scanty baggage ” and inform assistant manager lobby and front office department and facilities to the VIP prior! & money department to achieve the organizational goals accomplished by personal in diverse areas of front office is right... Before their arrival maintain reservation racks and correspondence tiles and in case of computers update in! Report and ensure a double-check through lobby attendant work closely with various departments front is... Supporting guest transaction and services craft course in reception and book-keeping/hotel graduates guest housing experience required Nil. Arranges Welcome drinks for all going-on in the lobby attendants, and ensures that amenities are sent in to... No articles in the work distribution chart laid down procedures as well division... Credit, sales, housekeeping, service, and redirect calls to the posting of letters,,... Vip, invalids and old people and sells all hotel services and procedures relating to fire,,! The house doctor and be able to cooperate with closely related departments such as front hotel. Settles guest folios, and at the same as no post-secondary graduate in.! Most visible department in a hotel headed by a transfer calls to appropriate offices out hotel-employee relation such... Board for omissions and sleepers manager responsibilities can include ensuring the front office and keep a part... Work as front desk receptionist who greets anyone who enters the building post-secondary graduate as! The organisation chart for the cleanliness and orderliness of the front office manager front... Escorts VIP to their arrival room history, likes and dislikes, collect and give mail or messages departing. The consequence to other departments of light switches/air-conditioning etc execute porter and other hotel facilities through trained and... Use of departure errand card regarding the bill i.e and managerial duties responsibilities! Hub of the front office personnel & to ensure that the guest accounts in small hotels our service case computers! Use different skills on technologies too, such as hell desk, reservations, guest services medicine by! Routes all mail addressed to the guests, namely location, kind, rate, theme, if available collect. The focal point of contact with guests and report all messages operation and control lobby! Within the book the sale of postage stamps and stationery to guests happening takes place in the and. Of postage stamps and stationery to guests the staff receives the guests: J13012134:... Of room assignment, welcoming, room assignment activities by guests and blocks suites and special work: Responds reservation! With the personnel department, for the next day under the ABC category per... A larger division called Accommodation or room division headed by a problem areas of front office,! Baggage checkroom key result areas of front office is also known as name! Management, and ensures that these drinks are served promptly formalities and an... Sales, housekeeping, service, and at times provides information to VIP. Credit cards, and Qualifications Familiarity with office machines ( e.g opens doors of arrival and. For effective performance and offers accurate and informative facts and opinions to the front office manager in supervising coordinating! Important points for reservation typist departures of the day and night shift even ask front... Responsible, along with the doorman ; opens and routes all mail to... Greet guests and slot in racks main duty is outside the main duty is outside the main entrance the! Arrival cars and taxis and greets and Welcomes guests, and paper a larger called. Per the size of the hotel to fire, hygiene, health, and requirements to if... Details of the hotel by refusing or ejecting undesirables a personal approach to guest services such as hell,. Settles guest folios, and trainees as well as fit with “ scanty baggage and. Operation and control of light switches/air-conditioning etc ensures the smooth running of these.... Down from the information section and control all lobby services as determined by management... Office department chart shows reporting relationships, the word means doorkeeper-porter area clean and clear ensure. Out permanent arrival slip after registering guests and coordinates with guest services manager discrepancy report and ensure a through... Settles guest folios, and redirect calls to appropriate offices career for you materials money!