Front Office

Management
Hotel & Hospitality.
Front Office Management
The front office is the nerve centre of the
hotel, communications and accounting are 2
of the most important functions of the front
desk operation.
Effective communication with guests,
employees, and other departments of the
hotel are paramount in projecting a hospitable
image.
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Answering queries from guests about the
hotel guest services is vital, so knowing
detailed information in these areas is key.
The front office department co-ordinates with
various other departments such as, sales,
marketing, and housekeeping.
Requests for information on guest room
availability, and housekeeping department
inquiries concerning guest reservations are
but a few of the daily routine tasks.
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Accounting procedures involving charges to
registered and non registered hotel guests are
also important within this department.
The front office is the first place that can makes
guest develop an impression about the level of
service, standard, facilities and hospitality of the
hotel.
Front Office Personnel
Chart
 FRONT OFFICE MANAGER

Direct and coordinate the activities of the front

office department.
Perform the function of a link between the
management and front office employees
responsible for hiring, training, supervising and
disciplinary all front desk, reservation, and guest
services staff members in order to maintain the
desired standard of service.
prepared the budget for the front office department
evaluate the job performance of each front office
employee.
GUEST CYCLE STAGE
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PRE-ARRIVAL
* Reservations.

ARRIVAL
* Registration.
* Room assignment.
* Issuing of room key.
* Baggage handling.
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IN-HOUSE
* Mail and message handling
* Maintenance of guest account
* Paging and travel assistance
* Safe deposit, currency exchange
DEPARTURE
* Preparing the guest bill
* Settlement of guest account
* Transportation
* Future reservation
 Questions.
Describe the importance of front office
operations within a hotel?

Explain personnel job responsibilities of some

of the front office team?

Describe some questions that front office

personnel would/could be asked by guests.
 Questions.
Why is it required to address guests and
colleagues by name?

What will you do if a guest comes to you to

complain?

Why is it required to report incidents in the

log book?
 Front Office Excellence.
For a front office to achieve excellence in
customer/guest relation skills, there are 11
basic skills to serve as a beginning to
achieving excellence.
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Smiling.
Greeting.
Conversation.
Proper telephone etiquette.
Providing assistance.
Giving attention.
Positive endings/outcomes.
Follow through on what you say.
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Maintaining a positive attitude.
Making positive decisions.
Sense of humor.
 Customer Care Study.
You work as a supervisor for a large hotel
chain. The hotel that you work at has recently
been receiving a high percentage of
complaints from customers about how they
have been treated by staff during their stay.
The manager has asked you to look into the
problem and deal with some of the issues.
1. Propose ways to improve customer service.
2. Investigate the customer care policy.
 Front Office Manager.
The FOM must embrace the charge of
becoming a proactive communicator and
facilitator. This hotel executive must analyze
and seek the pieces of information guests will
probably need and figure out which
departments must interact to fulfill these
needs.
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Reviews night audit report.
Reviews incoming reservations for the day.
Communicates information to employees on
all shifts concerning reservations, room
assignments, and room inventory.
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Communicates information to other
departmentshousekeeping, marketing and
sales, banquets, food and beverage, plant
engineering, and security.
Resolves guest billing discrepancies and other
complaints.
Prepares budget with general manager and
controller.
Prepares forecasting sheet.
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Conducts business meetings to promote room
sales.
Assists in check-in, check-out, reservation
confirmations, updating reservation system.
Interviews potential front office employees.
Communicates with night auditor.
Maintains front office equipment.
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If the FOM analyzes the various guest-
departmental contacts, he or she can move
toward understanding how the front office fits
into the efficient delivery of the hotels
hospitality services.
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The potential departmental contacts in the
cycle are:
Marketing
Reservations
Registration
Guest Stay
Check out