1. Hotel
Front Office Department
BY:
Ahmed Adel Mohamed

2. Functions of a Hotel
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Functions…
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Lodging
accommodations
Revenue centers
Cost centers
Serve and enrich society
Profit for the owners

3. The Executive Committee
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Executive Committee…
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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. Front Office
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Front Office…
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Lobby
Reception
Cashier
Reservations
Telephone Operator
Concierge
Guest services
Bell desk

5. Basic Functions of the
Front Office
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Front Office…
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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. Different Room Rates
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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. 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. 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. 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. Job Responsibilities of a Front Office
Assistant (Contd..)
At Reception (Contd..):
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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