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Front Office Department
Organization of the Front Office Department
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Front Office Departments
Front Desk / Reception / FD Cashier Bell Service / Concierge / Porters Transportation (part of Concierge) Guest Service Centre / Call Centre/Telephone Operator Club Floors / Club Level / Executive Lounge Business Centre Guest Relations Department Night Audit Reservations (can be part of S&M)
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FRONT OFFICE DEPARTMENT
ORGANIZATIONAL CHART Current vs. Budget DoR – 1/1 FOM – 1/0 GRM – 2/2 GSM – 4/4 LH – 3/3 GSA – 5/6(to be replaced after refurb.) LS – 2/2 (MGMT – 2) FRONT OFFICE DEPARTMENT NICO DOR FAIZAL FOM JANA NOR GRM GRM ZAUYAH LOBBY HOST ZILA LIFESTYLE Out on MAHANI BRYAN SYAFIQ MIZA EDMUND SHAM GSM GSM GSM LOBBY HOST GSM LIFESTYLE IMRUZ LOBBY HOST TBA RESTINTO AMANDA DHIRA AZLAN IQBAL GSA GSA GSA GSA GSA GSA Out since Start on IRIS JOCELYN Graduate Program ©2010 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved. CONFIDENTIAL & PROPRIETARY May not be reproduced or distributed without written permission of Starwood Hotels & Resorts Worldwide, Inc.
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Main Function of Front Office
To support and facilitate guest transactions and services during the different stages of a guest’s stay.
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Phases of Guest Cycle Pre-Arrival Arrival Occupancy Departure
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Guest transactions/service
The Interaction between Guests and the Front Office Guest transactions/service Bellmen/Porters Baggage handling Reservation Office Transportation Guest Cycle Reservations Front Desk Agent Bill settlement Departure Pre-arrival Check out Currency exchange Front Desk Agent Registration Occupancy Safe deposits Arrival Room assignment Maintaining guest accounts Reception Issuing of keys Operator Telephone calls Doormen and porters Transportation Concierge Mail and information Baggage handling Concierge Reception
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Front Desk Department Functions
1. Register guests, and assign guestrooms 2. Process future room reservations (on behalf of the guest, or when the reservations department is closed) 3. Coordinate with other departments to ensure utmost guest satisfaction. 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 limit 7. Ensure efficient and accurate bill settlement
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