INTRODUCTION The front office: is the nerve center of a hotel. Members of the front-office staff welcome the guests, carry their luggage, help them register, give them their room keys and mail, answer questions about the activities in the hotel and surrounding area, and finally check them out.
THE FRONT OFFICEFUNCTIONS 1. Reception 2. Bell service 3. Mail and information 4. Concierge 5. Cashiers and night auditors
The Front Office function of a Hotel is to act as the public face of the hotel. primarily by greeting hotel patrons and checking in guests.It also provides assistance to guests during their stay, completes their accommodation, food and beverage, accounts and receives payment from guests.
When guests arrive, front desk clerks check them in, imputing their names into the facilities registry, assigning them to a room and answering any basic questions or requests the guests may have throughout their stay. For example, a guest may call the front desk to report a leaky bathroom pipe. The clerk would then contact the maintenance department so that the appropriate repairs can be made. At the end of the guests’ stay, a front desk clerk checks them out.
A bell service staff is composed of bellmen, also known as bellboys, baggage porters. In larger hotels, a bell captain will oversee the bellmen. They are a part of the front desk. The bell service staff is important to a hotel, as they are the first and the last people on the hotels staff that a customer interacts with. The bellmans job is to greet customers, direct them to the check-in desk, carry the customers baggage to and from their cars, and educate guests on the contents and features of their hotel rooms. They also store guests luggage after they have checked out if they are not leaving immediately. Depending on the size of the hotel or resort, additional duties may be assigned as needed.
In addition to face-to-face conversations, and electronic communication a successful front-office communication includes log books, information directories, mail and telephone procedures and inter departmental exchange of information. The front desk also handles delivered mail and packages for the registered guests. Modern telephone systems are typically programmed to automatically turn on the guestroom message light when the guest is away from the room . In addition it is very common for a hotel to provide its guests with a voice mailbox. Voice mailboxes are devices which can record messages for guests.
The concierge of a hotel is a front office professional who coordinates guests’ entertainments, travel and other activities. In addition, she makes restaurant reservations, orders car service and may even arrange personal shopping For the guests. Communication and accounting are two of the most important functions of a front desk operation.
A night auditor is a person who works at night at the reception of a hotelThey typically handle both the duties of the front desk agent and some of the duties of the accounting department. Thisis necessitated by the fact that most fiscal days close at or around midnight, and the normal workday of the employees in the accounting department does not extend to cover this time of day.