sections of front office department in hotels

DESINGED BY,SUNIL KUMAR

FRONT OFFICE DEPARTMENT

SALE OF HOTEL ROOMS.REVENUE COLLECTED BY SALE OF ROOMS.•CONTRIBUTES TO MORE THAN 60 % total hotel sales.IT HAS A COMPLIMENTARY ROLE OF IMAGE BUILDING THROGH GUEST RELATIONS.FIRST AND LAST POINT OF CONTACT FOR EVERY GUEST.ROLE OF FRONT OFFICE TO RESERVE,REGISTER,ASSIGN ROOMS TO GUEST.TO ACT AS A CONTINOUS SOURCE OF INFORMATIONTO GUESTS DURING THEIR STAY AT THE HOTEL

SECTIONS OF FRONT OFFICE DEPARTMENT IN HOTELS

SECTIONS OF FRONT OFFICE

Reservation ,Reception,Registration,Bell desk,Concierge (information desk).Lobby,Front office cashier,Night auditorTelephone operator,Business centre

Sections of front office

Door manValetChauffeur and car valetLift attendantParking areaLeft luggage roomGuest safety lockerTravel desk

MAIN FUNCTIONS OF FRONT OFFICE SECTIONS

RESERVATIONSThis section is the nerve centre of the department.All request of room reservation are received, and processed.Request for reservation may come from the MODES OF,LETTERS,TELEX,TELEGRAMS,FAX,TELEPHONES,PERSONALLY,E-MAIL,CENTRAL RESERVATION OFFICE.Hotels relies on effective letting of its bedrooms for profit.Reservation is the activity of booking or reservation of rooms in advance.Reservation section do not come in direct contact of the guest.Ideally reservation counter situated behind the reception counter for smooth functioning.This section is headed by RESERVTION MANAGER and reservation assistants.

RECEPTION

Reception deals with daily arrival and departure of the guest.

Blocking of rooms for expected arrivals in advance. To fill up all the necessary details in guest

registration card for confirmed reservations. Receiving and welcoming guest. To check all the reservation correspondence. To co-ordinate with housekeeping department for

cleaning of rooms. To keep a track on room status. To help the guest in filling up G.R.C.

Registration of guest is one of the important process of check-in activity.

It is a mandatory requirement that all guest above the age of 16 years whether ordinary or V.I.P,INDIAN OR FOREIGNER all must fill up G.R.C.

The form should be duly filled and signed by the guest those who are staying in the hotel.

For foreign guest C-form to be filled compulsorily.

REGISTRATION

BELL DESK

To handle guest arrival and departures. Take the guest baggage from the car in the porch/gate . To escort the guest to their rooms along with the luggage. Place the luggage in the luggage rack in guest rooms. Explain the operation of light control air condition , TV, safety locker in room etc. To handle guest room keys during departure. To shift guest luggage from one room to another. To help in packing of guest luggage. To distribute news papers. To keep lobby area clean. To deliver guest message to their rooms. To report scanty baggage guest. To vend postal stamps and other stationeries. To page the guest in public area. To do small work outside the hotel to book movie tickets, to get

medicine for guest etc.

concierge

It is a French word it means door keeper/porter. It also refers to hospitality. The desk is located in the lobby. It is an extended arm of INFORMATION COUNTER. Longer duration of guest interaction is possible because of

planning itineraries, planning and organizing tours giving more of information.

Provides personal services to guest services. Booking of movie tickets. Concierge can also called as MAN-ABOUT-TOWN or MISTER-

KNOW-IT-ALL. COORDINATION WITH AIRLINES FOR BOOKING TICKETS

AND OTHER QUERIES. TO ARRANGE HOTEL DOCTOR AS WHEN REQUIRED. TO ARRANGE FOR WELCOME DRINK FOR GROUP

ARRIVALS. TO HAVE A COMPLETE UNDERSTANDING OF HOTEL

POLICIES AND PROCEDURES.

LOBBY AREA Hotel lobby represents the

atmosphere,decors,staff and image of the hotel when a guest visit.

Lobby should be spacious but not wasteful. The natural flow of the guest should be towards

reception, cashier, information counters, during guest arrival and departures.

Sufficient space required to place the guest luggage.

Lobby is the waiting area of the hotel. Lobby area includes bell desk, travel counter,

cashier,elvators etc. Well furnished seating arrangements. Lobby should be facing the clear view of guest

entering. Front office staff takes care of lobby area in terms

hygiene standards. Lobby manager and guest relation executive will

be available 24 hrs in large hotels.

FRONT OFFICE CASHIER

He is responsible to post all guest charges and credit into their respective folios.

Settle all guest bills during guest departure. Encash foreign exchange as per regulations. Disburse petty cash to hotel staff and

authorized paid outs. To have control on safety lockers. Receive and hold in safe custody all cash

payments made by guests till the account is rendered.

To maintain records and to prepare cashiers report.

NIGHT AUDITOR

To reconcile all revenue statements. To verify and validate front office cashiers

vouchers/forms. To check guest folios Verify front office cashiers report. Prepare high balance report of guest who

exceed their credit limit fixed by hotels. To prepare daily transcript. To verify room status report. To check the cancellation of reservations. Account for city ledger credit amounts.

TELEPHONE OPERATOR

To attend to all incoming and outgoing calls.

To monitor guest calls and to prepare guest bills accordingly.

To give wake up calls to guest.To transfer calls regarding room

reservation.To speak politely and softly.To take guest messages and to inform

to reception.To handle any kind of emergency

situvation.

BUISNESS CENTRE

This is a guest area where secretarial assistance to guest for conducting conference ,seminars, interviews is being offered.

All necessary equipments fax, telex, internet facility,photocopying,spiral binding, plastic folders,

Are available in business centre .

THANK YOU ALL