It involves in providing valuable services to the guests during the entire guest cycle consisting of Pre- arrival, Arrival, Occupancy and Departure. Importance of Front Office Department: 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. The Front Office develops and maintains a comprehensive database of guest information, coordinates guest services, and ensures guest satisfaction. These functions are accomplished by personal in diverse areas of Front Office Department. The front office is also known as the face of the hotel. It is the first guest contact area and also the nerve centre of the hotel. All the activities and areas of the front office are geared towards supporting guest transaction and services. The operational function of the Front Office Department: Guest Registration: Does all guest registration-related activities like Check-in, room assignment, welcoming, room rate etc.
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Importance Knowledge Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources. English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Mathematics - Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications. Sales and Marketing - Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems. Personnel and Human Resources - Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.
Uploaded by vickie_sunnie 90% found this document useful (78 votes) 231K views 6 pages Description: Gurminder Preet Singh Date uploaded Sep 11, 2011 Copyright © Attribution Non-Commercial (BY-NC) Available Formats PDF, TXT or read online from Scribd Share this document Did you find this document useful? Is this content inappropriate? Report this Document 90% found this document useful (78 votes) 231K views 6 pages Uploaded by vickie_sunnie Description: Gurminder Preet Singh Full description
Inquiry: This section is to answer questions and inquiries of guests. Therefore, this section would have to be alert with all the movements of the hotel. Bell Desk and Concierge: Provide all services related to Bell desk and Concierge. Staffing the Front Office Department: 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. This very structure is referred to as an organisation chart. Moreover, the organisation chart shows reporting relationships, the span of management, and staff/line functions. The organisation chart for the front office department differs as per the size of the hotel. View here Typical Staff positions under the Rooms Division Department: Front Desk Agent: Registers guests, and maintains room availability information. Cashier: Maintains and settles guest folios, and properly checks out guests. Night Auditor: Controls the job of the Accounts Receivable Clerk, and prepares daily reports to management (ex: Occupancy Report and Revenue Report).
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Ensuring preferences of the guest to give a personal touch to the service. Maintaining guest's account with the accounting system. Preparing the guest's bill. Collecting the balance amount of guest bills. Generating reports. Guest Cycle in Hotel Generally, a guest's interaction with the hotel is divided into the following four sequential phases − Pre-arrival It is the stage when the customer is planning to avail an accommodation in the hotel. In this first stage, the customer or the prospective guest enquires about the availability of the desired type of accommodation and its amenities via telephonic call or an e-mail. The customer also tries to find out more information about the hotel by visiting its website. At the hotel end, the front office accounting system captures the guest's information such as name, age, contact numbers, probable duration of stay for room reservation and so on. Arrival The front office reception staff receives the guest in the reception. The porters bring in the guest luggage.
If a guest's bill is not completely paid, the balance is transferred from guest to non-guest records. When this occurs, collection becomes the responsibility of the back office accounting division. At the time of guest departure, the front office staff thanks the guest for giving an opportunity to serve and arrange for handling luggage. In addition, if the guest requires airport or other drop service, the front office bell desk fulfils it.