The front office as the name suggests is the first and the last point of contact for a guest. Prepares reports to the management and other supervision relative to anticipated rooms occupancy, reservation pattern, expected check-in, and out. Further making a daily plan of action is important by outlining work for the next day at the end of each day. Front desk receptionists usually act as gatekeepers for an office. hostile and indifferent attitude may convert the guest’s experience into an unpleasant and uncomfortable stay. for guests and offers accurate and informative facts and opinions to the guests. 2. which includes room reservations, guest room assignments, mail, and information. Maintain a record of all guests with “scanty baggage” and inform assistant manager lobby and front office. Reservation: This section is responsible in registering the room reservation from various sources, with recordings, filing of reservation records, and revise on the appropriate time to make sure that guests would have their rooms upon entering the hotel. The concierge may also handle room keys and does paging of guests Calls guests (after they have been roomed) to ask whether they require any immediate service. Co-ordinates with the security and ensures that no unwanted happening takes place in the hotel. Organize and supervise check-in/out baggage formalities of groups, crews, etc. Obtain clearance from the front office cashier on the errand card regarding the bill i.e. FRONT OFFICE MANAGER DUTIES AND RESPONSIBILITIES: Trains, cross –trains, and retrains all front office personnel. Ensure the front desk is neat, presentable, and equipped with all the necessary supplies such as pens, forms, and paper. Stations himself at the side of the main door along with the doorman; opens and closes lobby door for guests and assists them. Following are the most basic responsibilities a front office can handle. Handles complaints. Provides a personal approach to guest services Takes charge of all packet/ tickets for guests and ensures follow up. Bell Desk and Concierge: Provide all services related to Bell desk and Concierge. Gives and receives keys-maintaining a “key control”. If Front Office is the ‘Hub’ of the hotel then the receptionist can be aptly called the person who keeps the hotel world moving. Serves as guest’s liaison with hotel and non-hotel services. Check up VIP’ s reservations and issue VIP amenities, a voucher for fruits and flower beverages, etc. The word also refers to hospitality. 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 22. Balances room revenue with night auditor. Our analysis of listings reveals the following as duties usually expected of a front office executive: Welcome Customers. Prepare monthly reports and budget for front office department. Maintains close liaison with secretaries of major companies that do business with the hotel. Participates in the selection of front office personnel. The front office department is the most visible department in a hotel. Operate office equipment, such as photocopier, printers, etc. It is the front desk receptionist who greets anyone who enters the building. Job Summary To execute porter and other lobby services as determined by the management during the day and night shift. Responsible also for any miscellaneous duties assigned by the front office manager. ️ Check out our Complete List (500+) of Job Description Templates!. Creating guest database; Handling guest accounts; Coordinating guest service; Trying to sell a service; Ensuring guest satisfaction; Handling in-house communication through PBX; Front Office Operations. Further, he should be able to identify the wastage of time that he is doing currently He should then master his time wasters. Handle group/crew registration as per laid down procedures as well as FIT. ...1.0 Front office department 1.1 Organisational chart [pic] 1.2 Duties of front office staff 1.2.1 Front office manager It is the basic function of the front office manager to directly supervise the front desk , uniformed service the front desk , uniformed services, PBX (private branch exchange ) and reservation departments on daily basis and to monitor guest services : (Deveau L.T. It acts as a connecting link between the customers and the business. 06 HOTEL ENTRANCE, LOBBY AND FRONT OFFICE, B. Basic Responsibilities of Front Office Department. Display reservation position on “Flash Board”. After this, he should make a new plan of action and then make sure he follows that. Time is a unique resource (24 hrs a day) and in highly perishable resources and its supply can’t be increased. Answer incoming calls for guests and report all messages. One month’s departmental training. This is the reason why … The front office department in a hotel holds prime importance in view of the basic nature of business of establishment i.e. Front office staff need to use different skills on technologies too, such as using the printers, fax machines and phone. What is a timeshare? It also ensures that the ‘crew rooms’ are blocked before their arrival and am ready on time. Deal with cash, credit cards, and checkouts and perform cashiers function in a small hotel. Checks the room racks against the information board (Concierge) and telephone operator’s board for omissions and sleepers. Introduces and sells all hotel services and facilities to the guests. Coordinates with airlines and reconfirms the departure details of the ‘crews’ and arranges for transport for them. These functions are accomplished by personal in diverse areas of Front Office Department. Inquiry: This section is to answer questions and inquiries of guests. The human resources management department may rely on the front office staff to act as an initial point of contact for potential employees in all departments. A hotel front desk agent represents the first point of contact with guests and handles all stages of a guest’s stay. To have a complete understanding of the hotel employee’s handbook and adhere to regulations contained within the book. Ensuring and Scheduling front office desk staff. Now let’s look at Duties & Responsibilities in detail of each person in the Front office department. Attend to guest complaints and handle telephone calls in the absence of assistant manager-lobby. Arranges welcome drinks for all arriving groups and ensures that these drinks are served promptly. Primary responsibilities. Organize bookkeeping and issue invoices/checks, Perform inventory of office supplies and order what is needed, Lack of objectives, priorities, and deadlines. Redirect phone calls to the appropriate department and take down messages. Here is a short & broad overview to help you get the idea. Hotel Front Office Department #FrontOffice #BNG #HotelManagementKolkata. List activities that should be carried out and timed at which they can be best done. Front Office, Its Functions and Co ordinations with Various Departments Front office. Job Qualifications for above-mentioned positions. OTA – Online Travel Agency - Definition / Meaning, 6 Stages of The Guest Check–In Procedure [With Flowchart], Types of Common Guest Complaints in Hotels, Different Booking Source Of Hotel Reservation with Examples, Security - Handling Suspicious Items and Packages in Hotels, HR - Sample Reference Check Questions For Recruiting Hotel Staff, Security - Types of Emergency Situations Encountered in Hotels, Store - Inventory Stock Check Policy for Hotels, 10 Types of Trolley Used in Food and Beverage Service, Room Service / In-Room Dining Department Layout or Design, Types of Spoons and Knives Used For Food & Beverage (F&B) Service, Main Factors To Consider While Menu Planning, Must Have Menu Knowledge for Food and Beverage (F&B) Service Staff, SOP - Engineering - Different Modes For Starting Diesel Generator (DG) Set, SOP - Concierge / Bell Desk - Left Luggage procedure, SOP - Front Office - Open in room Safe/Locker On Request, SOP - Front Office - Generating Reports [Routine Report, Emergency Reports], Housekeeping - Introduction, Definition, Role, Responsibilities and Layout, Room Status Cycle (Diagram) In Housekeeping | Hotels, Room Status Codes For Housekeeping Department, Types of Window Curtains / Window Treatments For Hotels, Terms and Conditions - Serviced Apartment / Long Stay Lease, Concierge - Transport Request Form Sample [Guest / Hotel Use], Concierge / SPA - Saloon Booking Form Sample. Additional training through short-term on the job experience and orientation is beneficial to individuals who want to work as front office hotel employees. Further, he should understand that some of the time-wasters are: The strategies for Time Management include and means. His place of duty is outside the main entrance of the hotel. The front office is typically composed of customer-facing employees, such as the marketing, sales, and service departments. Type out permanent arrival slip after registering guests and slot in racks. Under instructions from bell captain bring the baggage down from the room on departure. B. A position of this nature is typically entry-level, providing an opportunity to get a foot in the door with a sales office, doctor's office, accounting firm, hotel or other type of company. Organize and maintain files and records; update when necessary, Create and maintain updated documents and spreadsheets, Oversee the sorting and distribution of incoming mail, Prepare outgoing mail (envelopes, packages, etc.). The front office manager and the clerks take care of reservations as well as registrations, posting, checkout, and the like. Men 2. Prepares all records connected with pre-registration for VIP, invalids and old people. Front office manager responsibilities can include ensuring the front office of the business continues to operate in an efficient manner. Corresponds with future guests and blocks suites and special requests for large conventions. Job Descriptions Front office Manager Front office manager is responsible for the whole operation of front office department and he manages planning, budgeting, staffing and ensure payroll. Therefore, this department is the direct delegate to link the work and report the consequence to other departments. Referral chains & condominiums. The friendly welcome given by the receptionist to a guest changes an impersonal hotel building into a friendly and homely place and his unfriendly. Handle baggage of guests when they are shifting to another room. Checks the luggage out pass before allowing the bell boy to load the luggage in a car or taxi at the time of departure and maintains a car register. Opens doors of arrival cars and taxis and greets and welcomes guests with a smile. Front office equipment (non-automated, semi-automated and automated), A. (Receive and store information) . All the activities and areas of the front office are geared towards supporting guest transaction and services. Arranges for hotel doctor as and when required. Checks taxis to ensure that the guest has not left any belongings. paid/signed by the guest. Duties and responsibilities of front office staffs (Source:www.slideshare.net) 1. The front office can discover more information about the customer by asking them questions, also helping the customers out. Answer phones and operate a switchboard. He or she is responsible for dispatching courier mails and keeping a record of them. Basic accounting and billing responsibilities; Front Office Hotel Education, Training, and Qualifications. Guest Service: Fulfils any Guest Services related activities. Front Office Manager He is the department head for operation, as well as administrative function of the front offiÂ ce followings, are some of the duties and responsibilities of front office manager: Responsible for all the staff to him. Assists front office manager in supervising and coordinating the day to day operations of the front office staff and resolves internal problems. Front office managers require little formal education. The friendly welcome given by the receptionist to a guest changes an impersonal hotel building into a friendly and homely place, while his unfriendly, hostile and indifferent attitude may convert the guest experience into an unpleasant and uncomfortable stay. Up-date the reservation register/records in order to have an updated inventory of room availability. shopping and other such things for providing assistance to the guest. The front office manager works with an assistant front office manager, a night auditor, a reservations manager, and a bell captain to tend to the details of running an efficient department. In addition to this job description of a front office manager include the following. Machine 3. Attend the instructions of the supervisor. The title receptionist is attributed to the person who is employed by an organization to receive or greet any visitors, patients, or clients and answer telephone calls. It is the first guest contact area and also the nerve centre of the hotel. Job Summary. Front Desk Representative job profile Prepares daily summary reports and checks daily mom position of suites. 1.1.1 Front Office Manager See you around and happy Hoteliering. 5. He or she has to distribute inwards documents received a… Set up and posts the guest accounts in small hotels. Meets with executive management and supervisors from these and other departments at regular intervals to plan and coordinate hotel housing activity. Maintains the reputation of the hotel by refusing or ejecting undesirables. Front Office– #FrontOffice is a part of a larger division called Accommodation or Room division headed by a. Directly supervises all front office personnel and ensures proper completion of all front office duties. Front Desk is a very important department in the hotel, making direct contact with guests. Responsible for guest services such as hell desk, concierge desk and guest transportation and ensures the smooth running of these areas. Job brief. . Distribute newspapers to guest rooms and selected offices. Report keys not retrieved or lost to the front office manager at once. This very structure is referred to as an organisation chart. View 105918569-Front-Office-Department.ppt from HUE 2006 at Hue University. Front office employees should know how to pronounce the names of all marketing and sales employees. Managing Entrepreneurship, SME Properties, 3) Reservation Manager/Assistant Manager Reservation, 12) Doorman/Commissionnaire/Link Man/Carriage Attendant, Brief introduction to hotel core areas with special reference to Front Office, What is a timeshare? The front offices a pivotal point in communication among in-house sales, delivery of … Meets and escorts VIP to their room at check-in. Learn about the training, job duties, and requirements to see if this is the right career for you. Management Responsibilities of the Front Desk Office Assistant. Maintain close contacts with housekeeping, engineering, lobby, food and beverages, and other coordinating departments. First staff to greet the guest in a hotel. Telephone: This section is to facilitate guests pertaining to the telephone both internally and externally, and to wake guests up in the morning upon request. to sale room and collect revenue during arrival and departure of the guest. Moreover, the organisation chart shows reporting relationships, the span of management, and staff/line functions. The restaurant manager works very closely with the cook and hostess in maintaining quality and cost control and guest services. Checks baggage before the car or taxi leaves. As you create your front desk receptionist Performs any other duties as may be assigned. It can be defined as a front of the housing department located around the foyer and the lobby area of a hospitality property. Co-ordinate and control the distribution of morning newspapers. fax, printer etc.) The main duty is to do the Management of the front desk. Take the baggage and place it in the car at the porch/gate. It should be equipped with brochures, travel facilities information, sightseeing. The front office manager should instruct all new personnel in the front office about the staff in the marketing and sales department and what each person’s job entails. ), A. Sign up for Workable's 15-day free trial to post this job and hire better, faster. The front office hotel staff needs to be qualified as no post-secondary graduate. Let us know if you liked the post. It involves in providing valuable services to the guests during the entire guest cycle consisting of Pre-arrival, Arrival, Occupancy and Departure. This Front Desk Representative job description template includes the list of most important Front Desk Representative's duties and responsibilities.It is customizable and ready to post to job boards. Aids and promotes in carrying out hotel-employee relation policies such as courtesy program, work performance records, vacations, etc. To take responsibility for the hotel after the daytime management team has left To manage the till and bill payments as well as closing the day’s Front Office transactions To ensure the safety of guests: he or she takes all urgent decisions (walks, fire procedures, etc.) Performs any other duties as may be assigned, usually all duties of bell boy or porter. He should be able to match the job needs to time available for effective and efficient performance. Maintain log for guest and staff information. Sell hotel facilities through trained salesmanship. Check on reservation stationery and keep a satisfactory par stock if the same. 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