Introduction to Front office PDF

Preview

Summary

It is a lecture note for front office management...

Description

Unit 5. Hotel Front office

Introduction to front office

The front office in a hotel is the department responsible for the sale of hotel room through systematic method of reservation, followed by registration and assigning room to customers. It is the centerpiece of the hotel operation as it fulfills the core activity of the hotels, which is to sell rooms. The front office, as the name suggest, is the first and last point of contact for a guest. It, therefore, has a visible role in creating the image of the property. Front office is a part of a large division called accommodation or Room division headed by a director. Accommodation division has many other services that support a guest's stay, such as bell desk, concierge, telecommunication, cashiering, housekeeping, engineering, information technology, laundry and business centre; these service require coordination at a senior management level. Small hotels may call the front office as simply "Hotel Reception reporting directly to the General manager.

Role &functions of front office • To sell rooms. • To reserve rooms for guests before arrival. • To register guests on arrival • To assign rooms • Coordinate with other services • Control guest room keys • To provide information about hotel and facilities • To provide information about city, sightseeing etc • To maintain accurate room status information • To maintain guest accounts and settle bills accurately

Front office department & key responsibilities 1. Front Office Manager: Reports to: Accommodation Manager, General Manager. Job Summary: To recommend and meet budgets and goals by leading a front office team that ensures quality service standards with personalized guest attention Duties and responsibilities: • Recommend and monitor a front office budget and plan for the year • Lead , train and motivate a front office team • Conduct daily department meeting to ensure two-way communication, training and policy information • Check the arrivals of the day and inform VIP arrivals to management. • Approve expenses of the front office department, • Conduct sales calls to corporate houses, embassies, government etc. and develop innovative ways to up-sell rooms. • Meet and greet guest and develop a personal guest database to ensure continued patronage • Schedule staff rotations and duties and organize extra hand when required. • Ensure the safety and hygiene of front office and its staff. • Maintain discipline and conduct staff appraisals. • Coordinating with housekeeping and engineering to ensure smooth functioning. • Monitor the reservation system. • Monitor proper billing and cash recovery by the cashier. • Resolve guest and staff complaints and grievances. • Represent the department in coordination meeting. • Conduct periodic completion analysis. • To exercise revenue and yield management to maximize room income.

2. Assistant Front Office Manager: Reports to: Front Office Manager, Accommodation Manager.

Job Summary: To organize, supervise and train all front office personnel With a view to maximizing room revenue by providing quick and personalized guest service Duties and responsibilities: • Deputize in the absence of the front office manager and ensure the smooth functioning of the front office. • Schedule weekly/fortnightly staff duty shift with the approval of the front office manager ensuring that work exigencies are met and the staff are rotated fairly. • Allot daily duties to subordinate staff to meet work exigencies ensuring equity of work. • Conduct daily briefing using jt as a vehicle for two way communication, training and Corrective action • Attend to guest complaints and ensure guest satisfaction through immediate action. • Check the daily arrivals and departures and tally with the room position. • Ensure the maintenance and aesthetic upkeep of the front desk in close coordination with engineering and housekeeping. 

Organizing the training of staff for meeting the standards of service.

• Develop room sales through up selling, guest contact and ensuring good service. • Ensuring that the front office is free from work hazards. • Supervise front desk operations with a view to ensure speed, quality of service and personalization . • Appraise staff performance and recommend rewards to the front office manager. • Control cost of supplies. • Motivate staff through fair leadership. • Ensuring proper coordination with other departments.

Reservation Manager: Reports to: Front Office Manager Duties and responsibilities: • Supervises and answers inquiries of reservation agents. • Arrange schedules of reservation agents. • Maintain Close relation with major companies that do business with the hotel. Frequently called upon to entertain these secretaries. • Types and processes reservation request received by phone, telegraph, letter etc. • Is responsible for accurate and effective handling the reservation tally sheet. • Advises and informs front office manager or assistant on duty of significant increase or decrease of reservation tally, which could affect hotel's open and close status. • Types and files reservation slips. Types the confirmation slips. • Trains new agent in all aspects of above . • Supervise and coordinates activities of filing clerks. • Open and routes all mail addressed to front office. Time stamps all correspondence. • Keeps records of all reservation and makes a monthly room night report.

Lobby Manager: Report to: Front office Manager Job Summary: To represent the hotel management in the lobby and organize, supervise and control all uniformed services in a shift. Duties and responsibilities: • Take over shift from previous lobby manager and note any special instruction for the shift. • Brief staff of uniformed services and ensure that the lobby is clean and tidy. • Manage all guest complaints and take action appropriately. • Manage scanty baggage procedures. • Monitor airline crew movements and coordinate with the respective airline control rooms for wake calls and schedules. • Manage the discipline of tie uniformed services. • Oversee the left-luggage procedure and the safety of the left luggage room. • Attend to any dispute over guest billings. • Update on operational policies and procedures and inform the uniformed services. • Train staff of the uniformed services. • Appraise the performance of the uniformed staff and recommend rewards and recognition. • Coordinate all guest requests with all departments of the hotel • Assist the security in lobby surveillance. • Ensure that group and crew arrivals and baggage movement is conducted efficiently. • Oversee the concierge, bell desk services, valet parking and door man services and transportation. • Acts on behalf of the front office management at night. • Custodian of the master key and the key to all stores (at night).

Reservation Agent: Report to: Reservation manager, Front Office Manager. Job Summary: To receive and record accurately room procedures laid down by management.

Duties and responsibilities: • Handle courteously and promptly all reservation requests . • Update the reservation register to have a current room inventory position. • Type out advance reservation slips and maintains reservation racks (in the manual system) and correspondence. • Attend briefing at the beginning of the shift. • Carry out amendments and cancellations of reservations accurately. • Keep room status board and data base (in computerized system) updated at all times. • Check for reservation stationery and requisition supplies from stores where necessary. • Up sell room to generate revenue. • Maintain guest history sheets.

Front office Supervisor: Reports to Assistant Front Office Manager. Job Summary: To organize and supervise a shift with a view to providing fast and efficient front desk service. Duties and responsibilities: • Ensure that all staff report on time in proper uniform and well groomed as per hotel standards. • Take over from the previous shift and check the log book for follow-up actions . • Assign duties ensuring equity of working during a shift

. • Brief staff to ensure two way communications . • Check for VIPs in the house and expected and give them the courtesies as per policy the house. • Check arrivals and departures and tally the room position. • Check the room key position and report any missing keys. • Meet and greet all arrivals and ensure accurate and speedy rooming. • Train and supervise front office agents to give high standard of service in terms of time, quality and personalization

Front office Agent/Receptionist: Reports to: Front Office Supervisor, Assistant Manager. Job Summary: To reserve, register and assign room to guests and be a continuous source of information during their stay in the hotel. Duties and responsibilities: • Attend briefing prior to the shift opening and take over from previous shift. Attend to log book for any special instruction. • Greet the guests on arrival. . • Check the arrivals for the day and room status including departures for the day. • Check the expected VIPs for the day and issue VIP amenities vouchers for fruit, flower, beverage etc. as per the policy. • Confirm the identity of guests • Fill the registration card and details • Assign room and call bellboy to escort guest to room • Prepare room status report and check discrepancy with housekeeping. • Process request for check out. • Inform late checkout, early check out to HK department. • Give information about hotel, facilities and the city to the guest. • Assist in making room and occupancy reports.

• Up sell rooms to get higher revenues. • Handle guest with scanty baggage. • Ensure that all stationery supplies and forms are available for a full shift and requisition the from stores if necessary.

Information Assistant: Reports to: Assistant front office manager. Duties and responsibilities: • Distribution room keys to registered guest in the hotel when arrival errand card is presented. • Answer all incoming calls for guest and report all messages. • Handle all guest mail, information. Parcels, telegrams as per laid down procedures. • Answer queries on house facilities and places for tourist interest. • Keep information aids like time-table, road maps, hotel guide etc. • Receive and give information. • Maintain log for guest and staff information • Sell hotel facilities through trained salesmanship. • Sign departure errand cards in acknowledgement of receipt of room key from a departing guest.

Night manager: Report to: Assistant front office manager. Duties and responsibilities: • Supervises operation of hotel through the night. • Represents management when decisions must be made during these hours • Answers inquiries concerning hotel services and facilities and deals with complaints. • Maintain reputation of hotel refusing or ejecting undesirables. • Assists cashier with questions of credit.

• Dispatches security offices to investigate disturbance or investigate himself. • Receives articles and maintain ledger of articles turned-in for Lost and found Department. Maintains logbook noting unusual occurrences. • Check function board for accuracy. • Keep close watch on night clerks.

Night Clerks: Reports to: Night Manager. Duties and responsibilities: • Registers and assigns room to guests. • Gives and receives keys-maintains a "key control". • Answers inquiries over the telephone and in person pertaining to hotel services and registration of guest. • Makes and confirms reservations received in person, over the phone or over teletype machine. • Balances room revenue with night auditor. • Completes numerous reports for management analysis through the following procedures. 

Prepares night clerks summary, three day, seven day or fifteen days forecast and VIP list.

• Completes numerous reports for management analysis. • Verifies guest origin and sources of business on previous day check-out cards.

Night Auditor: Reports to: Income Accountant & Night Manager . Duties and Responsibilities: • Tally all sales summaries of revenue outlets with bills. • Verify and validate front office cashiers vouchers and forms. • Check guest folios with charge vouchers. • Verify front office cahiers reports. • Prepare statement of accounts above permissible limits. • Prepare the daily transcripts. • Audit the night receptionist's room report. • Account for city ledger credit amount due. • Coordinates with front office cashier for all transactions at front office cash desk. • Coordinates with revenue outlet cashiers for all financial transactions

Front Office Cashier: Reports to: Assistant Front Office Manager Duties and responsibilities: • Take over shift and note special instruction for the shift • Check the cash bank at the beginning of each shift and requisition petty cash from general cashier if necessary • Open guest folio accurately for new arrivals and post charges as soon as they arrive • Cash foreign currency as per central bank regulation and prepare the documentation • Settle guest bills ensuring accurate cash is received or credit formalities le credit as applicable • Handle credit card payments through proper procedures • Prepare the Front Office Cashier's report and other reports

• Ensuring that telephone meter reading are accurately taken to raise appropriate charges • Coordinate closely with night auditor for the day's auditor • Receive the cash sales of all revenue outlets at the end of each shift and keep in safe custody • Submit the petty cash balance with the necessary documents for issue of cash to the general cashier at the end of the shift.

Concierge: Reports to: Lobby Manager. Duties and responsibilities: • Concierge can be called as 'Man-about-town'. Unusually resourceful and knowledgeable about hotel and the surrounding. • Should be equipped with brochures, travel facilities information, sight-seeing, shopping and other such things for providing assistance to the guest. • He is required to make airlines booking, taxi booking and planning of itineraries etc. for guest and offers accurate and informative facts and opinions to the guest. • Serves as guest's liaison with hotel and non--hotel services. • Prepare daily summary reports and check daily room position of suites • Introduces and sells all hotel services and facilities to the guest. • Reviews and follow up any incidents and complaints of guest and coordinates with guest services manager. • Arrange for hotel doctor as and when required. • Maintains an up to date "LOG BOOK". • Arranges welcome drinks for all arriving groups and ensures that these drinks are served promptly. • To have complete understanding of policies and procedures relating to fire, hygiene, health and safety. • To have a complete understanding of hotels employees’ handbook aid adhere to regulations contained within the book.

Bell Captain: Reports to: Lobby Manager. Duties and responsibilities: • Supervise the lobby attendants. Control their movement and activities on the lobby attendants control sheet. • Take attendance and prepare staff schedules to meet exigencies of work. • Advise the assistant manager-lobby periodically on the performance of lobby attendants, and at times provides information to the guest. • Attend to guest complaints and handle telephone call in the absence of assistance manager lobby. • Handle left luggage formalities and maintain the baggage check room. • Train lobby attends a to maximize departmental efficiency. • Control the safe of stage stamps and stationery to guests. • Maintain record of all guests with "scanty baggage" and inform assistant manager-lobby and front office. • Conduct daily briefing of lobby attendants. • Co-ordinate and control the distribution of morning newspaper. • Supervise the storage of essential medicine prescribed by the house doctor and be accountable of the issues made. Keep lobby clean at all times. • Keep baggage neatly and orderly at the specified places..

Bell Boy: Reports to: Bell Captain. Duties and responsibilities: • Handle guest arrival • Take the baggage from the car in the porch/gate to the room • Escort the guest to the room on arrival • Place the baggage in the room, on the luggage rack. • Explain the operation and control of light switches/air conditioning etc. to the guests and switch them on. • Handle departure of guest (through use of departure errand card). • Under instruction from bell captain bring the baggage down from the room on departure. • Check the room to ensure that the guest has left no articles in the room by mistakes. Switch off all lights and air-conditioning. • Obtain clearance from front office cashier on the errand card regarding the bill i.e. paid/signed by the guest. • Ensure the collection of keys from guest at the time of checkout and obtain clearance from information section. • Tale the baggage and place it in the car in the porch/gate. • Handle errands requested by guest and front office staff. • Track/keep eye on unwanted guest in the hotel. • Attend the instructions of supervisor. • Handle baggage of guests when they are shifting to another room. • Distribute newspaper to guest rooms and selected offices. • Keep lobby area clean and clear to ensure smooth traffic flow. • Provide laundry valet service in night. • Handle and store equipment carefully and appropriately i.e. luggage trolleys, wheel chairs etc.

• Report guest with scanty baggage to the lobby manager. Doorman/Link Man/ Carriage Attendant: Reports to: Bell Captain. Duties and Responsibilities: • First staff to greet the guest in the hotel. • Calls taxis for guest and flags down the meter to ensure maximum guest satisfaction. • Open doors of arrival cars and taxis and greet and welcomes guest with a smile. • Bring umbrella if needed. • Checks baggage before the car or taxis leaves. • Ensures smooth traffics flow in the porch and ensures that the porch is always clear. • Provides other information about the hotel and city. No information should be given unless appropriate and correct. • Calls for cars parks in the basement. • Keeps the keys of incoming guest car orderly. • Check taxis to ensure that the guest has not left any belongings. • Should know driving to assist in case of emergency. • Performs any other duties as may be assigned. • Responsible for cleanliness and orderliness of the front area of the hotel and area around it. • Check the luggage out pass before allowing the bell boy to load luggage in car or taxi at the time of departure and maintains car register.

Valet Parking Attendant: Reports to: Bell Captain. Duties and responsibilities: • Be knowledge about various cars and their driving features. • Prepare car parking tickets for guest who wish the service. • Park the cars in the designated areas. • Keep car keys in safe custody. • Bring car back to the porch when guests wish to depart. • Hand over keys against valid tickets only. • Assist doorman in traffic control if required.

Guest Relation Executive (GRE)/ Business Manager: Reports to: Front Office Manager. Duties and Responsibilities: • Note any special instructions left in the lobby manager in the log book. • Check the arrivals and departures of the day, especially the VIPs. • Welcome guests as per procedures4settry the management. • Offer assistance for any services reqttiod by guests. • Manage all guest complaints and ake action appropriately. • Coordinate with: group leaders and crews at the time of arrivals and departures. • Maintain guest history cards of regular guests and VIPs. • Assist the sales in familiarisation tours of the hotels. • Coordinate with concerned departments to resolve guest needs. • Assist the security in lobby surveillance.

Different sections in front office

Reception/Registration Section: This section is located in the lobby. It also allocate the room and established the rates for different types of guest. The person of the section is called Receptionist. GSA (Guest Service Officer) has direct contact guest. Information. It is located at a front desk and responsible for handling mail and messages with room keys...