Front Office Operations (Organization and the Front Office Personnel)

COMPILED BY : MRS.ANUJA P. LAGHATE Course Outline Front Office Organization Structure Rooms Division Front Office Personnel COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE The Front Office The front office of a hotel generally performs the following basic activities: Processing advance reservations Registering guests Rooming guests Handling guests’ luggage Issuing room keys Providing information COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE The Front Office Handling guests’ mail and parcel Administering telephone service Accounting (making payments and billing) Checking out guests COMPILED BY : MRS.ANUJA P. LAGHATE

Organizational Chart Front Office Manager Secretary Assistant Guest Relations Officer Chief Concierge Reception Supervisor Reservations Manager Telephone Supervisor Assistant Chief Concierge Assistant Reception Supervisor Assistant Telephone Supervisor Airport Supervisor Reservations Supervisor Concierge Airport Representative Senior Reception Reservations Clerk Telephone Operator Valet Parking attendant Reception Bell Boy COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Rooms Division The structure of the rooms division will vary from hotel to hotel. These variations can be caused by differences in the size of hotels, the types and level of services, and the organization preferences of management. COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Rooms Division The major departments in the rooms division are front office and housekeeping. A few hotel may also include security. These departments come under the control of the Rooms Division Manager or Director of rooms. COMPILED BY : MRS.ANUJA P. LAGHATE

Front Office Personnel The front office is the nerve centre of hotel operations. Hotel personnel are there to serve guests. An important aspect of this is providing a good first impression of the establishment to guests. COMPILED BY : MRS.ANUJA P. LAGHATE

Front Office Personnel People are involved in serving guests are : Reception (Front Desk Clerk, Front Office Agent, Receptionist) Reservations Clerk Concierge Bell (Porter) Airport Representative Telephone Operator COMPILED BY : MRS.ANUJA P. LAGHATE

Rooms Division Manager A rooms division manager has the following duties: Responsible for the supervision of employees engaged in the operation of the front areas of the hotel Coordinates with other departments in the hotel and maintains open communications with them to find better ways to serve the guests Maintains responsibility for staffing, purchasing, and budgeting Supervises the rooms division payroll, availability controls, and monthly plans COMPILED BY : MRS.ANUJA P. LAGHATE

Rooms Division Manager Creates plans to maximize the average daily rate and percentage of occupancy Handles customer complaints and suggestions Stays up to date with events taking place in the market, in market segments, and in the competition COMPILED BY : MRS.ANUJA P. LAGHATE

Rooms Division Manager Rooms division manager’s knowledge required includes a complete understanding of hotel operations, specifically those operations involving the front office, housekeeping and basic accounting procedures. COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Front Office Manager It is the basic function of the front office manager to directly supervise the front desk, reservations, concierge and PABX. He is also assists the rooms division manager in compiling information for reports. COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Front Office Manager Other duties of the front office manager include the following: Assists in the training and cross-training of front office employees Prepares monthly reports Assists the rooms division manager in formulation and implementation of front office policies and procedures COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Front Office Manager Reviews and approves all room moves and room rate changes to ensure they were necessary Handles guest complaints and follows them up to reduce future complaints Assists the rooms division manager in forecasting room availability to ensure that the optimal level of occupancy is attained COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Front Office Manager Is available to work in the front office area where there may be a shortage of staff Maintains the necessary stock of supplies in all front office areas, while controlling costs in these areas COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Front Desk Supervisor It is the front desk supervisor’s basic function to directly supervise the front desk procedures that include check-in and check-out. The front desk supervisor performs the following duties: Trains and cross-trains front desk personnel in the tasks of registration, mail handling, information services, and check-in and check-out procedures COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Front Desk Supervisor Regulates the service given in the front desk Acts as a liaison between the guests and management, particularly with regard to problem-solving activities Is responsible for seeing that daily and hourly computer reports are run and distributed Assigns VIP rooms to ensure guest satisfaction Resolves room discrepancy report COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Front Desk Supervisor Prepares the weekly/monthly schedule of employees Assist the group coordinator with all group arrivals, either directly or through the delegation of this duty to other front desk staff COMPILED BY : MRS.ANUJA P. LAGHATE

Reception (Front Desk Agent) The reception provides the first initial contact a guest has with the hotel. After this contact, guests feel that the reception is the place to call or go when they have a question or problem. COMPILED BY : MRS.ANUJA P. LAGHATE

Reception (Front Desk Agent) The basic functions performed by the reception are the registrating process and the assisting of guests with any requests they make. The reception’s duties include the following: Handles the guest registration process and adheres to all hotel credit policies in the process Handles guest check-out procedure COMPILED BY : MRS.ANUJA P. LAGHATE

Reception (Front Desk Agent) Always answers the front desk phone with three rings or less Attempts to sellup guest rooms, and informs and sells the guest on all hotel services and facilities Is aware of all daily events in the hotel and local area Handles guest mail and reservations when the reservations department is closed COMPILED BY : MRS.ANUJA P. LAGHATE

Reception (Front Desk Agent) Coordinates room status updates with housekeeping department Ensure completion of guest registration card Identifies guests’ length of stay requirement Coordinates maintenance work with the engineering and maintenance division Maintains guestroom key storage COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Reservations Manager The reservations manager’s basic functions are to supervise and oversee all the operations of the reservations area. He or she must assure that all reservations, both group and individual, are recorded and followed up on as necessary. COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Reservations Manager Other duties of reservations manager is to perform the following: Making sure proper telephone etiquette is used and correct information is being given to potential guests Being sure that personal service is stressed and that sales techniques are being used appropriately COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Reservations Manager Following up on tentative booking, watching cut-off dates, and monitoring group tour business accounts blocks for productivity Training reservation agents and setting up cross-training programs Reviewing all VIP reservations and working with the rooms division manager and the front office manager on assignments COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Reservations Manager Preparing and distributing to concerned departments a weekly, monthly reservations and revenue forecast Handling requests for reservation information and room rates Developing and maintaining a solid working relationship with the central reservations office and travel agents COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Reservations Clerk The reservations clerk is responsible for taking reservations and for providing future guests with information about the facilities of the hotel. Duties performed by reservations clerk includes: Giving friendly and courteous service to future guests while involved in telephone sales COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Reservations Clerk Answering all reservation phone calls, taking reservations, and dealing with reservations correspondence Dealing with group bookings such as cancellations, changes, and rooming lists Checking to see that all equipment is working properly and that the needed amount of supplies is on hand COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Reservations Clerk Conducting telemarketing under the direction of the director of sales and marketing COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Concierge Concierge services are common in European hotels and available for over a century. Today, most full-service hotels in America and Asian Countries are also available. The basic task of a concierge is to serve as the guest’s liaison with both hotel and non-hotel services. COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Concierge In a sense, the function of a concierge is an extension of the function of a front desk agent A concierge must be resourceful and knowledgeable about the hotel and the surrounding community. Regardless of whether concern in-hotel or off-premises attractions, facilities, services, or activities, a concierge specializes in providing assistance to guests. COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Concierge Typical guest requests handled by a concierge include: Providing directions and information Making airplane, theater, train ticket Reservations for dining Arranging for secretarial services Handling mail and parcel services Arranging sightseeing tours Transportation arrangement Limousine services COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Concierge Airport representatives Greet hotel guests at airport Arrange taxis from airport Take hotel bookings Assist departing COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Telephone Operator PABX stands for private automatic branch exchange. This area is commonly referred to as the switchboard and is staffed by switchboard / telephone operators. Most large hotels have room-to-room dialing by which guests in one room can dial directly to another room. COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Telephone Operator The greatest duty of a telephone operator is that of transferring calls from outside the hotel to the appropriate guest room. For security measurement, operators must do this without giving out the room number of a hotel guest. COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Telephone Operator The telephone operator may seldom be face-to-face with guests of the hotel, but plays an important role in representing the hotel to the guest. For this position, a friendly and courteous tone of voice is all-important. The duties of the telephone operator include: Answers incoming calls Directs calls to guestrooms through the switchboard / PABX system COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Telephone Operator Provides information on guest services Processes guest wake-up calls Answers inquiries about hotel facilities and events COMPILED BY : MRS.ANUJA P. LAGHATE

Guest Relations Officers (GRO) Make guests feel welcome Provide personal services Handle guests problems and complaints Take care for VIPs and frequent guests, escorting them on arrival COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Front Office cashier Prepare and settle of guests accounts Administer the safe deposit boxes Provide a foreign currency exchange service COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Business centre Fax, photocopying and secretarial service Translation, Hire of equipment (e.g. lap-top computer & mobile phone) Meeting-room rental COMPILED BY : MRS.ANUJA P. LAGHATE

COMPILED BY : MRS.ANUJA P. LAGHATE Night Auditor Checking and completion of guest and hotel accounts Producing statistics and summaries of revenue COMPILED BY : MRS.ANUJA P. LAGHATE

Front Office work shifts Morning shift 08:00 to 16:00 hours Evening shift 16:00 to 24:00 hours Overnight shift 24:00 to 08:00 hours Middle shift 11:00 to 19:00 hours COMPILED BY : MRS.ANUJA P. LAGHATE