FRONTOFFICE

DEPART-MENT

RESERVAT-ION

SECTION

BUSINESSCENTRE

CONCIERGEDESK

COMMUNI--CATION LOBBY

TELEP--HONE TELEX FAX INFORMAT-

ION CHECKIN PORTER LODGE

BILLS & CASH

DOOR AREA

LOBBY ELEVATOR

PARKING AREA

LUGGAGE HANDLING

Front office is a business term that refers to a company's departments that meet clients, counting the marketing, sales, and service departments. The Front Office role of a Hotel is to act as the public face of the hotel, primarily by greeting hotel patrons and checking in guests. It provides assistance to guests during their stay completes their accommodation, food and beverage, accounts and receives payment from guests.

The first hotel employee who comes in contact with most guests when they arrive is members of the uniformed service, division of the front service. The first impression is very important. Always with an eye towards total guest satisfaction, the initial greeting begins the process of establishing a favorable impression of the hotel.

Front Office Department is typically composed of 1) Reception 2) Business centre 3) Concierge 4) Communication 5) Lobby

Front Desk Supervisor: supervise the front desk procedure that include check-in and checkout, assist the group coordinator, and prepares monthly weekly reports of employee.

1) Reception : It supervise and administer all the operations of the reservations area. The person responsible must assure that all reservations, both group and individual, are recorded.

2) Business centre : Provide general secretarial services as well as re-conformation & ticket

handling. Provide high level of secretarial service, e.g. typing & word Assist guest to make Long distance call & Fax handling. Maintain adequate stocks of office supplies. Provide information on the import and export business and trading to

guests as requested. Adopt a friendly, helpful and pleasant attitude to all guests. Seek advice and guidance from the Business Center Supervisor, or

Assistant Manager whenever encounters difficulties or special requests in daily operation.

Ensure appearance, hygiene, courtesy and telephone manners are in good order.

Maintain close working co-operation with other departments as well as all sections in Front Office.

Perform all duties, other than the above as requested by the hotel policies and/or his/her direct supervisor.

3) Concierge desk :It provides information to guest in hotels, during their stay & offer mail & messaging services. They even provide personalised services such as providing box office tickets at nearby theatres, coach tickets for sight seeing/ table reservation at city restaurant etc. He is the person who knew everything about the city, its sites& events. Today hotels have

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extended this role of providing information services of the hotel facilities as well as the city.

4)Communication :Telecommunications is responsible for all communications within the hotel & external to the hotel. They have a vital role of keeping the channels of communications open. These system permits guest to call locally & internationally directly from their rooms. The call charges are automatically posted directly onto online guest folio accounts. The guest room phone have message indicators, voice mail services, caller id, donot –disturb & other features. It plays an important role incase of fire & keeps the hotel connected within & outside the hotel incase of emergiencies.

5) Lobby:A lobby is a room in a building which is used for entry from the outside. Sometimes referred to as a foyer or an entrance hall. A lobby has a comfortable furniture, such as couches and lounge chairs, so that the customer will be able to wait in comfort. Also, there may be television sets, books, and/or magazines to help the customer pass time as they wait to be served. A lobby manager organise, supervise & control all uniformed services in a shift. It is typically composed of 1) Information 2) Check in 3) Porter lodge 4) Bills & Cash.The Porter lodge is typically composed of a) Door area b) Lobby elevators c) Parking area d) Luggage handling.

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FRONT OFFICE

MANAGER/INCHARGE

Reservationist/Informationist/Receptonist

Bell boy Cashier

Front Office Manager: supervise the front desk, reservations, concierge and PABX, assists in training, monthly planning and assisting the room manager.

• Informationist – The main function of this sub section is to provide information about the hotel, its services & ammenities.

• Bell boy – They are responsible for luggage handling, distribution of daily newspapers, sell postage stamps & keeps first aid kit.

• Cashier – They are responsible for maintaining & recording guest accounts.

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