INTRODUCTION TO FRONT OFFICE
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INTRODUCTION TO FRONT OFFICE

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INTRODUCTION TO FRONT OFFICE:

INTRODUCTION TO FRONT OFFICE:
the basics, such as the personnel under the front office department, their duties and responsibilities. and etc. SEE FOR YOURSELF.

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INTRODUCTION TO FRONT OFFICE INTRODUCTION TO FRONT OFFICE Presentation Transcript

  • Introduction to front office department 1
  • CHAPTER FOCUS POINT Describe the significant of front office in tourism and hospitality business Construct front office organizational chart line within a hotel or any tourism and hospitality business Explain personnel job specification, responsibilities among position, departments and division within a hotel Describe the activities in each guest cycle stage of a hotel 2
  • INTRODUCTION OF FRONT OFFICE DEPARTMENT 3
  • Most important department in the hotel - nerve for hotel operation - Interface between a hotel and its guest Guest makes first contact with FO department First place that can makes guest develop an impression about the 4 FRONT OFFICE DEPARTMENT
  • FRONT OFFICE DEPARTMENT Communication and Accounting are the most important functions of the front desk operation. Accounting procedure involve - settlement of the guest bills - accepted advance booking of hotel rooms - settle bills at the time of check- out 5
  • FRONT OFFICE DEPARTMENT Effective Communication with - guest * processing the guest reservation * handling the guest reception * fulfill the guest inquiry usage in the hotel such as internet facilities, safe deposit * check-in and check out the guest - other departments of the hotel etc. * maintaining the room status 6
  • Front office department FO department operates 24 hours a day Three main shifts in FO department Morning – day shift 7.00 a.m – 3.00 p.m Day – evening shift 3.00 p.m – 11.00 p.m Night shift 11.00 p.m – 7.00 p.m 7
  • FRONT OFFICE ORGANIZATIONA L CHART 8
  • Organizational chart Organization structure of FO department varies It is depends on the size and style of operation of the hotel It can be categorized into - Small sized hotel - Medium sized hotel - Large sized hotel ( Refer to the Figure 1.1, 1.2 and 1.3 for organizational structure of FO 9
  • DUTIES OF FRONT OFFICE PERSONNEL 10
  • Duties of front office personnel FRONT OFFICE PERSONNEL CASHIER RESERVATIONS AGENT NIGHT AUDITOR TELEPHONE OPERATOR CONCIERGE RECEPTIONIST FRONT OFFICE MANAGER BELL BOY DOOR ATTENDANT 11 1 2 3 4 5 6 7 8 9
  • Duties of front office personnel FRONT OFFICE MANAGER - Direct and coordinate the activities of the front office department - Perform the function of a link between the management and front office employees - responsible for hiring, training, supervising and disciplinary all front desk, reservation, and guest services staff members in order to maintain the desired standard of service - prepared the budget for the front office department - evaluate the job performance of each front office employee 12
  • Duties of front office personnel BELL BOY - Handling guest luggage at the time of arrival and departure - Escorting guests to their rooms on arrival - Familiarizing guests about safety features and in-room facilities - Locating a guest in a specified area of the hotel - Posting guests mails 13
  • Duties of front office personnel CASHIER * Receiving payment * Balancing guest account * Opening and maintaining the guest folios * Recording all credit charges in guest folios * Preparing bills at the time of check-out * Handling credits/debit/charge cards for the settlement of a guest account * Administer the safe deposit system * Handling foreign currency 14
  • Duties of front office personnel DOOR ATTENDANT * Open the doors of guests’ vehicles on their arrival in the hotel portico * Help bell boys in lifting luggage * Open the hotels’ entrance door for guests * Coordinate with parking attendants for parking guests’ vehicles in the hotels’ parking area. 15
  • Duties of front office personnel NIGHT AUDIT * Preparing the night audit report * Check-in and check-out guest who arrive or depart after 11.00p.m * processing the reservations * performing the duties of security guard * monitoring fire safety system * Act as cashier for banquet function * performing the duties of manager on duty 16
  • Duties of front office personnel RECEPTIONIST * greeting guest * handling special request * handling check-in and check- out * providing information to guest * assigning rooms and dispensing guest room keys 17
  • Duties of front office personnel CONCIERGE * Making reservations for dining in famous restaurant * Arranging tours, limousine, and entertainment ticket * Maintaining good relationship with hospitality industry * Personal helper to VIP * Obtaining tickets for theatres, musicals etc * Provide latest information of events 18
  • Duties of front office personnel RESERVATION AGENT * Handling guaranteed and non-guaranteed reservation * up sell accommodation * Prepared the expected arrival list and the expected departure list every day * Prepared a guest folder and to keep the mails and messages of guest with reservation doc * Providing management information to other 19
  • Duties of front office personnel TELEPHONE OPERATOR * processing all incoming and outgoing calls * log all wake-up call on the system * Answer questions about the hotel’s services and product * taking message * operating hotel paying system * direct incoming calls to the desired extension * provide paging services for guest and 20
  • 21 GUEST CYCLE STAGE
  • GUEST CYCLE STAGE GUEST CYCLE STAGE PRE-ARRIVAL ARRIVAL IN-HOUSE DEPARTURE 22
  • GUEST CYCLE STAGE PRE-ARRIVAL * Reservations ARRIVAL * Registration * Room assignment * Issuance of room key * Baggage handling 23
  • GUEST CYCLE STAGE IN-HOUSE * Mail and message handling * Maintenance of guest account * Paging and travel assistance * Safe deposit, currency exchange DEPARTURE * Preparing the guest bill * Settlement of guest account * Transportation * Future reservation 24
  • THANK YOU !! 25