It is the department, which is responsible for the sale of the hotel rooms through systematic method of reservation followed by registration and assignment. It is critical to maintain a high quality standard in this department since it affects customers first impression about the hotel. The first one is related to the sales and marketing department. The primary function of the front office is that of a facilitator between the guest and other departments of the hotel. Ensuring the timely delivery of messages is a critical component of guest services in a hotel. Hospitality profilescommentaries from hotel front office man agers, general managers, and other department managers in hotelsadd. It is front office staffs responsibility to clarify the nature of the guesthotel relationship and to monitor the financial transactions between the hotel and the guest. Apart from furniture items, office stationery are thought to be very basic for the entire foundation of an office atmosphere. After going through this tutorial, you will find yourself at a moderate level of. The front office holds prime inputs in view of the basic nature of business of a hotel. Front office department is the first department noticed by the guest whenever they enter the hotel. Receptionist are the staff who have a direct contact with the guest, thus they should pose an amiable personality with highlevel o grooming at all the times. Front office personnel are the staffs of the hotel who directly deals with guests. The organisation chart of the front office department should provide a clear picture of the lines of authority and the channels of communication within the department.
The evolution of the hotel frontofhouse, as overseen by the front office department, over the last several decades indicates larger changes and trends within the hospitality industry itself. These functions are accomplished by personal in diverse areas of front office department. It also provides assistance to guests during their stay, completes their accommodation, food and beverage, accounts and receives payment from guests. Pdf front office operation, semester first hong phuong pham. Front office role expectations as defined by hotel. Front office interaction with other departments in the ho. Frontoffice control functions have been established as the three lines of defense evolve to have the first line take greater responsibility for nonfinancial risks. In order to maintain the desired level of service, the front office department communicate with the following department of.
The front office is also known as the face of the hotel. In other word, it is show case window of the hotel which reflects the image of a hotel. Hotel front office management tutorial for beginners. Heshe has to work as a salesmanship, problem solver, and coordinates. The front desk agent should determine the guests reservation status before. For a business such as hospitality, the front office department comes with an aspect of elevating customer experience with the business.
Notes on front office, its functions and co ordinations. Alin sriyam, 2010, the study suggest that if the front office staff is efficient and cooperative it will lead to customer satisfaction in the hotel. In a large hotel, the department is headed by the front office director who is assisted by the respective reservation manager, front desk manager and the revenue manager. Front office management introduction tutorialspoint. Reception as a sales department the sales function has become an important and vital part of front office work. The front office department is the major department in a hotel which is situated at the front part of the hotel and its duty is to sale the rooms of the hotels after registration and hand over key to the guest. Sometime the image of the hotel depends upon hisher personal qualities. Pdf this study examined hotel staffing issues with a focus on the front office department. The findings suggest that work in this department of hotel.
For front office managers, their main duty is to providing and developing guest services that satisfy guest needs. A request for accommodation by the guest in a hotel for any particular period is called reservation. Pdf the presentation covers key duties of front office personnel in hotel establishment find, read and cite all the research you need on. Although there are numerous studies reporting high. Front office department plays a vital role in a hotel, and it is the face of a hotel or hospitality establishment. The front office as the name suggests is the first and the last point of contact for a guest. Chapter focus point describe the significant of front office in tourism and hospitality business construct front office organizational chart line within a hotel or any tourism and hospitality business explain personnel job specification, responsibilities among position, departments and division within a hotel describe. Another job of front office desk is also to support. The front office is the part of a company that comes in contact with clients, such as the marketing, sales, and service departments. The front office of the investment bank is the focal point on which all these forces of change converge. A study on hotel front office practices and its impact on. Front office department provides locker facility to guests to keep their valuables. It is the first and the last department where a guest interacts. Front office department is the face and as well as the voice of a business.
Training hotel front office staff, dos and dont for front desk agent or front desk staff. Scott a thesisproject submitted to the faculty of the school of food, hotel and travel management at rochester institute of technology in partial fulfillment of the requirements for the degree. Kong hai yan, 2006, the study focuses on the front office staff in the four and five star hotels in china. This can be achieved by booking a room of their choice in advance. Front office department introduction, operations and functions. It acts as a connecting link between the customers and the business. Role of the front office in interdepartmental communications. A look into hotel departments and their functions a hotel is a department responsible for the sale of hotel rooms through systematic method of reservation followed by registration and assigning rooms to the guests. It is the department which it responsible for the sale of the hotel room through a systematic method of reservation followed by registration.
The staff receives the guests and creates the first impression of the hotel. The department intercedes on behalf of such hotels whenever necessary to. Locating a guest in a specific area of a hotel to deliver a message, etc is a part of front office job profile and is known as paging a guest. Front office interaction with other departments in the ho in hotel front office management front office interaction with other departments in the ho in hotel front office management courses with reference manuals and examples pdf.
Front desk front desk can be described as the hub or nerve centre of the hotel. Training tips for all hotel departments front office staff training documents materials. Communication and productivity with guests at front office. There are three main charts for front office division in hotel industry that is inside the small hotel, mid size hotel and the large hotel. Hotel operations overview through a simulated learning environment, students will acquire the basic knowledge and skills in the various aspects of hotel operations, including front office, housekeeping and food and beverage operations. Regardless of the star rating of the hotel or the hotel type, the hotel has a front office as its most visible department. So the satisfaction of the customer is highly important. This book is written with the aim to bring hotel operations closer to tourism and hotel management students in terms of two key departments. The front office communicate guests requirement to other departments, which work in close coordination and cooperation to deliver required product and services.
Rutherford, department of hotel and restaurant administration, college of business and economics at washington state university. Front office operations in hotel and hospitality management. Key to hotel communications is a written study by denney g. Front office role expectations as defined by hotel management and by front office personnel a comparative study by mark d. This article takes a trip back in time and offers a glimpse of the past through an. Front office department is the face of hospitality business. These items can facilitate smooth working of an office from various perspectives. One of the factors contributing to the success of sahid jaya hotel solo in surviving in the hospitality industry is front. Personal working in front office departments needs very special qualities.
Increased regulatory and business drivers are combining to push direct risk management and control accountability to the frontoffice businesses as. In it he initially observes, since the front office manager is. Role of front office in the hotel industry tourism essay. Sections of front office reservation, reception, registration, bell desk, concierge information desk. Front office department is the first department noticed by the guest whenever they enter into the hotel.
The functions of the front office during the stay of a guest include. Chapter focus point describe the significant of front office in tourism and hospitality business construct front office organizational chart line within a hotel or any tourism and hospitality business explain personnel job specification, responsibilities among position, departments and division within a. What are the stationary requirements for the front office. The front office department is the most visible department in a hotel. Nowadays, many hotels have started offering electronic lockers in guest rooms as well. The front office develops and maintains a comprehensive database of guest information, coordinates guest services, and ensures guest satisfaction. Lobby, front office cashier, night auditor telephone operator, business centre 4. The reservation section of the front office department of a hotel is responsible for receiving. Members of the frontoffice staff welcome the guests, carry their luggage, help them register, give. The front office function of a hotel is to act as the public face of the hotel, primarily by greeting hotel patrons and checking in guests. This study examined hotel staffing issues with a focus on the front office department. Although there are numerous studies reporting high employee turnover in the hospitality industry, few have. What does the front office department do in a hotel. Hotel management begins in the front office department with reservation, followed by guest checkin procedures, accommodation and ends with check out and after check out processes.
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