FRONT OFFICE OPERATION

FRONT OFFICE OPERATION

Among medium and large hotels, there is a separate section handling each area of operations, under the command and supervision of the section head. Example of section heads are Front desk supervisor, bell captain etc. The various units include:

1. Front desk that looks after the registration of hotel guests and serves as communication and information center.
2. Reservations section which handles inquiries and reservation for room bookings.
3. Bell Service which is responsible for escorting the guests during check in and check out and also for attending to guest luggage and for doing task for the front desk.
4. Telephone Exchange handles operates the switchboard or the Telephone Communication System to include answering incoming calls , receiving and disseminating messages , giving information to callers through the phone placing and receiving long distance and overseas calls, screening calls, attending to wake up call requests by the guests and other related matters.
5. Front office cashiering looks after the preparation of bills and the settlement of guests account.
6. Concierge/ Guest Relations Assistance  is the section that  attends to various forms of guest  services like tour and travel assistance, confirmation of airline tickets, booking for cultural shows
7. Airport/ Transport assistance handles the transport of guests to and from the airport or other transport terminals.
8. Business Center handles special services like computer service, fax email, souvenir items etc.

The Front Office Organization

In medium and large hotels with big transactions, the Front Office Organization provides for a specialized division of labor as illustrated in the organizational chart.

Front Office Organization - For Large Hotels

In smaller establishments with fewer rooms and less transactions to attend to the organizational chart can be simplified to save on labor cost. This may involve the merging related functions. A desk clerk also serves as the information and guest relations clerk, the bellboy also the doorman. The duties of a telephone operator are handled by the desk clerk if there are limited calls to attend to. When there are very few guests some hotels, resort to having an on-call bellboy who may come from the ranks of room attendants.

SAMPLE ORGANIZATION OF FRONT OFFICE IN SMALL LODGING ESTABLISHMENTS

SEQUENCE OF FRONT OFFICE SERVICE

• Receiving/Processing and documenting guests Reservation that is the responsibility of the Reservation Clerk
• Welcoming and Greeting the guests, opening the door of his vehicle, unloading his luggage and explaining room facilities that is the responsibility of the Bellboy/ Doorman
• Attending to guest registration and to all service request of guiest that is the duty of the Desk Clerk
• Settlement of guests bill that is the job of the Front Office Cashier
• Updating room Status preparing guest folio that is the job of the Front Desk Clerk
•  Updating guest account, preparing billing statement, settlement of balance that is the job of the Cashier
• Assisting for guest check out - Bellboy
• Setting bills. Giving clearance for check out - Cashier
• Bidding, Goodbye and thanking guest for patronage that's the job of all the staff

 There are sources or avenues for Rooms reservations

1. LETTERS
2. EMAIL or INTERNET ACCESS
3. FAX
4. TELEPHONE
5. IN PERSON
6. COMPUTER TERMINALS
7. Via Central Booking Offices