FRONT OFFICE DEPARTMENT

Front office is the first department noticed by the guest. This department is
responsible for sales of the hotel room. The front office department includes:
1. Operator section,
2. Room reservation section,
3. Receptionist section
4. Concierge section.
5. Bell Desk (Door man)
6. Business Centre (All stationery Facilities)
7. Dinning Reservation Desk (Reservation for Lunch and Dinner)
Beside these, there are some other sections which are related to front office.
o Back office where briefing and other paper works are perfomed
o Solution (Receiving In-house guest calls and supplying the
requested materials)

In the hotel le Meridian, there is separate Royal Club lunge where check in-check
out for VVIP only are done. Where, there is also a lobby or place which provides
free flow any drinks and certain breakfast.

The operator section

The operator section in the front office is a section, where the phone calls
are taken, reservations are made, and transferring the phone calls and giving
information are done.
• “Good morning/afternoon/evening, hotel Le Meridian Kuala Lumpur,
• __speaking here, how may I help you” is the way of speaking when pick
up the outsider call.
Otherwise, “Good morning/afternoon/evening, operator, __ speaking here, how
may I help you?” is the way speaking for the in-house guest and other outlet
staff.
The operator is also need to memorize all the extension phone number for
other department; this is the convenience and easy way to transferring the call to
other departments or outlets. Beside that, the operator also needs to have the
good English communication skill to understand the guest request and to get the
message. Sometime the operator also needs to write down to message and send
to the room when the guest is not around. The politeness communication at the
conversation is important because it will show the hotel impression or image to
the guest by hearing your voice.

Room reservation section

This section has a responsibility for selling of the hotels room and making
guest room reservation as possible in the high room rate to get the high revenue.
• Online reservation, phone call reservation, and travel agency reservation.
• Forecast occupancy percentages and the guideline of peak season and
low season.
During the briefing, the room reservation staff needs to inform the group
reservation so that the receptionist can do the preparation to wait the group
check in. this is a working task from reservation section pass to font desk person
of in charge.

Receptionist section
Receptionist is a person who receives the guest. The receptionist should act
wisely and should have ability to handle guest. If she cannot handle the guest
complain/ problem, majority will refer to the front office manager to solve it.
Working assignment
• Giving information, direction and location to the guest
• She should give the complimentary drink or welcome drink to the guest
when the room is not ready or in the progress on cleaning.

Concierge section
This is the most important section in any hotel that provides information about
many things in and out of the hotel.
Overall conclusion after working front office department
After working in the different section of the front office, I understand the roles and
duties of different staffs.