FRONT OFFICE DEPARTMENT
SALE OF HOTEL ROOMS.
REVENUE COLLECTED BY SALE OF
•CONTRIBUTES TO MORE THAN 60
% total hotel sales.
IT HAS A COMPLIMENTARY ROLE
OF IMAGE BUILDING THROGH
FIRST AND LAST POINT OF
CONTACT FOR EVERY GUEST.
ROLE OF FRONT OFFICE TO
ROOMS TO GUEST.
TO ACT AS A CONTINOUS SOURCE
OF INFORMATIONTO GUESTS
DURING THEIR STAY AT THE HOTEL
SECTIONS OF FRONT OFFICE
Concierge (information desk).
Front office cashier,
Sections of front office
Chauffeur and car valet
Left luggage room
Guest safety locker
MAIN FUNCTIONS OF FRONT OFFICE SECTIONS
This section is the nerve centre of the department.
All request of room reservation are received, and processed.
Request for reservation may come from the
PERSONALLY,E-MAIL,CENTRAL RESERVATION OFFICE.
Hotels relies on effective letting of its bedrooms for profit.
Reservation is the activity of booking or reservation of rooms in advance.
Reservation section do not come in direct contact of the guest.
Ideally reservation counter situated behind the reception counter for smooth
This section is headed by RESERVTION MANAGER and reservation
Reception deals with daily arrival and departure of the
Blocking of rooms for expected arrivals in advance.
To fill up all the necessary details in guest registration
card for confirmed reservations.
Receiving and welcoming guest.
To check all the reservation correspondence.
To co-ordinate with housekeeping department for
cleaning of rooms.
To keep a track on room status.
To help the guest in filling up G.R.C.
Registration of guest is one of the
important process of check-in activity.
It is a mandatory requirement that all
guest above the age of 16 years whether
ordinary or V.I.P,INDIAN OR
FOREIGNER all must fill up G.R.C.
The form should be duly filled and
signed by the guest those who are
staying in the hotel.
For foreign guest C-form to be filled
To handle guest arrival and departures.
Take the guest baggage from the car in the porch/gate .
To escort the guest to their rooms along with the luggage.
Place the luggage in the luggage rack in guest rooms.
Explain the operation of light control air condition ,
TV, safety locker in room etc.
To handle guest room keys during departure.
To shift guest luggage from one room to another.
To help in packing of guest luggage.
To distribute news papers.
To keep lobby area clean.
To deliver guest message to their rooms.
To report scanty baggage guest.
To vend postal stamps and other stationeries.
To page the guest in public area.
To do small work outside the hotel to book movie tickets, to get
medicine for guest etc.
It is a French word it means door keeper/porter.
It also refers to hospitality.
The desk is located in the lobby.
It is an extended arm of INFORMATION COUNTER.
Longer duration of guest interaction is possible because of
planning itineraries, planning and organizing tours giving
more of information.
Provides personal services to guest services.
Booking of movie tickets.
Concierge can also called as MAN-ABOUT-TOWN or MISTER-
COORDINATION WITH AIRLINES FOR BOOKING TICKETS
AND OTHER QUERIES.
TO ARRANGE HOTEL DOCTOR AS WHEN REQUIRED.
TO ARRANGE FOR WELCOME DRINK FOR GROUP
TO HAVE A COMPLETE UNDERSTANDING OF HOTEL
POLICIES AND PROCEDURES.
Hotel lobby represents the atmosphere,decors,staff
and image of the hotel when a guest visit.
Lobby should be spacious but not wasteful.
The natural flow of the guest should be towards
reception, cashier, information counters, during guest
arrival and departures.
Sufficient space required to place the guest luggage.
Lobby is the waiting area of the hotel.
Lobby area includes bell desk, travel counter,
Well furnished seating arrangements.
Lobby should be facing the clear view of guest
Front office staff takes care of lobby area in terms
Lobby manager and guest relation executive will be
available 24 hrs in large hotels.
FRONT OFFICE CASHIER
He is responsible to post all guest charges and
credit into their respective folios.
Settle all guest bills during guest departure.
Encash foreign exchange as per regulations.
Disburse petty cash to hotel staff and
authorized paid outs.
To have control on safety lockers.
Receive and hold in safe custody all cash
payments made by guests till the account is
To maintain records and to prepare cashiers
To reconcile all revenue statements.
To verify and validate front office cashiers
To check guest folios
Verify front office cashiers report.
Prepare high balance report of guest who exceed
their credit limit fixed by hotels.
To prepare daily transcript.
To verify room status report.
To check the cancellation of reservations.
Account for city ledger credit amounts.
To attend to all incoming and outgoing
To monitor guest calls and to prepare
guest bills accordingly.
To give wake up calls to guest.
To transfer calls regarding room
To speak politely and softly.
To take guest messages and to inform to
To handle any kind of emergency
This is a guest area where secretarial assistance to
guest for conducting conference ,seminars,
interviews is being offered.
All necessary equipments fax, telex, internet
facility,photocopying,spiral binding, plastic folders,
Are available in business centre .