Responsibility of front office employees

1. Name: Md. Forhad Ahmad Chowdhury
Id: J13012134
Section: DHM1
1
2. RESERVATION ASSISTANT
3. INFORMATION ASSISTANT
4. CASHIER
5. TELEPHONE OPERATOR
6. BELL BOY
7. DOORMAN
8. RECEPTIONIST
1. FRONT OFFICE MANAGER
9. CONCIERGE
Responsibility
Of
Front office
Employees
FRONTOFFICEORGANIZATION
It is the process of understanding the job, dividing the job into
small components, grouping responsibilities & authorities among
staff, establishing relationships in the activities and staff for the
achievement of common goal.

2. Name: Md. Forhad Ahmad Chowdhury
Id: J13012134
Section: DHM1
2
1. DUTIES & RESPONSIBILITIES OF FRONT OFFICE MANAGER
1. Men
2. Machine
3. Materials & money
Department to achieve the organizational goals. The basic function of FOM is to supervise all
the Front Office personnel &to ensure the proper and smooth operation of the department.
FOM reports to the General Manager of the hotel.
2. RESERVATION ASSISTANT
He processes the reservation requests that reach the hotel by anymore. He should possess
great salesmanship skills by suggesting higher room categories, &also selling other hotel
services like spas, restaurants etc. to the guest. As we know the reservation section generates
the maximum revenue for the hotel, so reservation assistant should understand, anticipate, &
influence consumer behaviour in order to maximize the profits.
Scope of job (Duties & Responsibilities)
1. To receive & process the reservation requests of future guests.
2. To maintain reservation records by completing reservation forms, sending reservation
confirmation letters etc.
3. To process reservations from sales offices, other departments of the hotel, travel
agents, tour operators etc.
4. To communicate the reservation information to the reception.
5. To prepare expected arrival & expected departure list every day.

3. Name: Md. Forhad Ahmad Chowdhury
Id: J13012134
Section: DHM1
3
3. INFORMATION ASSISTANT
provides information to the guest about the hotel’s products &
services, nearby food & beverage outlets, places of tourist interest in the city & around,
etc. He also handles guest mail, messages & keys.
Scope of job (Duties & Responsibilities):
1. Provide desired information to the guests.
2. Maintain information rack.
3. Handle guest mail.
4. Handle guest messages
5. Guest room keys handling.
4. CASHIER
During the stay in a hotel, guests may perform various credit & debit transactions with the
hotel. At the time of departure, guest settle his bill at cashier. It is essential for the front office
cashier is to keep the guest folio updated by posting all credit & debit transactions.
Scope of job (Duties & Responsibilities)
1. 1.Prepare guest bills and present the same for settlement at the time of guest’s
de pasture
2. Update guests’ credit
3. Transactions regularly.
4. Maintain & review guest weekly bills & check not to exceed credit limit.
5. Obtain the house bank/ float (a fixed amount which comprises currency & coins of
different denomination to carry out the day’s work) &
5. TELEPHONE OPERATOR
Telephone operator hardly comes in direct contact with the guest, but they play important
role in creating the image of the hotel in the minds of the guests. The basic skills of the good
telephone operator include clarity & courteous in their voice, attentiveness &object listening.
Scope of job (Duties & Responsibilities):
1. The major duties & responsibilities of the telephone operator are as under
2. Answer all incoming calls.
3. Forward incoming calls to the desired extension, which are routed throe
4. gh PBX.
5. Keep track of the guest telephone calls & prepare their bills and post the same to their
folios.

4. Name: Md. Forhad Ahmad Chowdhury
Id: J13012134
Section: DHM1
4
6. BELL BOY
Bell boy transport the guest luggage at the time of check-in & check-out. They also escort
guest to their rooms and familiarize them with the in-room facilities and services.
Scope of job (Duties & Responsibilities):
1. Handle the guest luggage, transport the guest luggage from lobby to the room at
2. The time of check-in and from the room to the vehicle at the time of departure.
3. Put the luggage tag at the time of guest arrival.
4. Escort guest to their rooms and familiarize them with the use of in-house telephone
directory & functions of all the equipment & lighting installed in the room.
5. When collecting the luggage at the time of check-out, take a thorough look of the
room to check any loss or damage to the hotel property.
6. Functions of night Audit
1. Verify posted entries to guest and non- guest accounts
2. Balance all front office accounts
3. Resolve room status and rate discrepancies
4. Monitor guest credit limits
5. Produce operational and Managerial reports
7. Doorman
1. The Doorman must be capable of handling variety of serious responsibilities.
2. The Doorman must pass comprehensive background checks conducted by their
employer.
3. The Doorman must have a clean criminal or police record.
4. The Doorman must have positive, friendly attitude that is capable of interacting well
with the residents and guests.
5. The Doorman must have some maintenance experience for they may occasionally
provide assistance to the staff of the venue.

5. Name: Md. Forhad Ahmad Chowdhury
Id: J13012134
Section: DHM1
5
8. Receptionist
1. Welcomes visitors by greeting them, in person or on the telephone; answering or
referring inquiries.
2. Directs visitors by maintaining employee and department directories; giving
instructions.
3. Maintains security by following procedures; monitoring logbook; issuing visitor
badges.
4. Maintains telecommunication system by following manufacturer's instructions for
house phone and console operation.
5. Maintains safe and clean reception area by complying with procedures, rules, and
regulations.
9. CONCIERGE
1. Making reservation for dining in famous restaurant.
2. Arranging tour, limousine, and entertainment ticket.
3. Personal helper to VIP.
4. Obtaining ticket for theatres, musical etc.
5. Provide latest information for event.
Reference: http://www.scribd.com/doc/64580907/Duties-Responsibilities-of-Front-
Office-Staff#scribd