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Hotel
Front Office Department

BY:
Ahmed Adel Mohamed
Functions of a Hotel


Functions…
–
–
–
–
–

Lodging
accommodations
Revenue centers
Cost centers
Serve and enrich society...
The Executive Committee


Executive Committee…
–
–
–
–
–
–
–
–
–
–

General Manager
Human Resources & Training Manager
Fo...
Front Office


Front Office…
–
–
–
–
–
–
–
–

Lobby
Reception
Cashier
Reservations
Telephone Operator
Concierge
Guest ser...
Basic Functions of the
Front Office


Front Office…
–
–
–

–
–

Sell rooms
Maintain balanced guest
accounts
Offer service...
Different Room Rates


Room Rates…
– Rack rate
– Corporate
– Government
– Privilege cards/ Membership Cards
– Travel agen...
Duties of a
Front Office Assistant
Front Office Assistant…
Reservations
Check-ins
Guest

inquiries
Room changes
Coord...
Job Responsibilities of a Front Office
Assistant
At Reservation:
● Promptly and Courteously handle all Reservation
request...
Job Responsibilities of a Front Office
Assistant (Contd..)
At Reception:
● Promptly and courteously welcome, register gues...
Job Responsibilities of a Front Office
Assistant (Contd..)
At Reception (Contd..):







Execute government formali...
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The front office department

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Transcript of "The front office department"

  1. 1. Hotel Front Office Department BY: Ahmed Adel Mohamed
  2. 2. Functions of a Hotel  Functions… – – – – – Lodging accommodations Revenue centers Cost centers Serve and enrich society Profit for the owners
  3. 3. The Executive Committee  Executive Committee… – – – – – – – – – – General Manager Human Resources & Training Manager Food & Beverage Manager Executive Chef Executive House Keeper Front Office Manager Sales & Marketing Manager Chief Engineer Unit Financial Controller Chief Security Officer
  4. 4. Front Office  Front Office… – – – – – – – – Lobby Reception Cashier Reservations Telephone Operator Concierge Guest services Bell desk
  5. 5. Basic Functions of the Front Office  Front Office… – – – – – Sell rooms Maintain balanced guest accounts Offer services such as faxes, mail, messages, travel desk, currency exchange etc. Request/ Queries/ Complaint handling Telephone handling
  6. 6. Different Room Rates  Room Rates… – Rack rate – Corporate – Government – Privilege cards/ Membership Cards – Travel agent rates – Group rates – Promotions/ Weekend Rates – Crib Rate – Crew Rate – Day Rate
  7. 7. Duties of a Front Office Assistant Front Office Assistant… Reservations Check-ins Guest inquiries Room changes Coordinate with other departments Check-outs Telephone Complaint Handling
  8. 8. Job Responsibilities of a Front Office Assistant At Reservation: ● Promptly and Courteously handle all Reservation requests ● Update regularly the Reservation Chart and Rack ● Keep all Reservation Correspondence up-to-date ● Keep Room Availability Status Board up-to-date ● Handle amendments and cancellations of Reservation ● Send Expected Arrival List to all concerned departments
  9. 9. Job Responsibilities of a Front Office Assistant (Contd..) At Reception: ● Promptly and courteously welcome, register guests and assign them rooms. ● Calculate Room Availability position and prepare room reports and occupancy statistics. ● Update the Room Rack/ Information Rack regularly. ● Handling complaints, requests of guests and enquiring guest satisfaction. ● Complete pre-registration formalities.
  10. 10. Job Responsibilities of a Front Office Assistant (Contd..) At Reception (Contd..):       Execute government formalities regarding foreigners VIP rooms checking, blocking and issue VIP Amenities voucher Co-ordinate closely with Housekeeping for clearance of rooms to sell Formulating policies on groups and overbooking levels in consultation with management Deliver mail, messages to the guests Provide safe keeping for guest valuables
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