1. www.lrjj.cn Organization of the Front Office Department

2. www.lrjj.cn Front Office Departments 1.Front Desk / Reception / FD Cashier 2.Bell Service / Concierge / Porters 3.Transportation (part of BS) 4.Guest Service Centre / Call Centre 5.Club Floors / Club Level / Executive Club 6.Business Centre 7.Guest Services 8.Night Audit 9.Reservations (can be part of S&M)

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4. Main Function of FO To support and facilitate guest transactions and services during the different stages of a guest’s stay.

5. www.lrjj.cn Phases of Guest Cycle Pre-ArrivalArrivalOccupancyDeparture

6. www.lrjj.cn The Interaction between Guests and the Front Office Pre-arrival Arrival Occupancy Departure Reservations Doormen and porters Guest Cycle Registration Room assignment Issuing of keys Baggage handling Safe deposits Maintaining guest accounts Telephone calls Transportation Mail and information Baggage handling Transportation Bill settlement Check out Reservation Office Reception Porters Reception Porters GSC Front Desk Cashier Front Desk Cashier Porters Currency exchange

7. www.lrjj.cn Front Desk Department Functions 1. Sell guest rooms, register guests, and assign guestrooms 2. Process future room reservations, when there is no reservations department or it is closed. 3. Coordinate with guest services 4. Provide information about the hotel, the surrounding community, and any attractions or events of interest to guests 5. Maintain accurate room status information 6. Maintain guest accounts and monitor credit limits 7. Produce guest account statements and complete proper financial settlement

8. www.lrjj.cn Front Desk Work Shifts Day Shift: 7 a.m. --- 3 p.m. Evening Shift: 3 p.m. --- 11 p.m. Night Shift: 11 p.m. --- 7 a.m.

9. www.lrjj.cn Job Descriptions List all tasks that are required of a work position. May also outline reporting relationships, additional responsibilities, working conditions, necessary equipment and materials, and other important information specific to the place of employment. What will you need to do?

10. www.lrjj.cn Use of Job Descriptions In evaluating job performance As an aid in training or retraining employees To prevent unnecessary duplication of duties To ensure that each job task is performed To help to determine appropriate staffing levels

11. www.lrjj.cn Job Specifications List the personal qualities, skills and traits an employee needs to successfully perform the tasks outlined in a job description. What do you need to have/know in order to do your job?

12. www.lrjj.cn Job Specifications for FO Professional behaviour Outgoing personality Helpful attitude Good diction, grammar, and speaking tone Flexibility Well-groomed appearance Willingness to learn Orientation to detail Often include the following characteristics:

13. www.lrjj.cn The Unprofessional Watch the video again and check which duties from Job Description list (handout) the FD agent did not fulfill? Double-check which mistakes did the FD agent make.