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

1. Introduction to front
office department
1

2. 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

3. INTRODUCTION
OF FRONT
OFFICE
DEPARTMENT
3

4. 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

5. 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

6. 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

7. 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

8. FRONT OFFICE
ORGANIZATIONA
L CHART
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9. 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
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10. DUTIES OF FRONT
OFFICE
PERSONNEL
10

11. 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

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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
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19. 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

20. 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. 21
GUEST CYCLE
STAGE

22. GUEST CYCLE STAGE
GUEST CYCLE
STAGE
PRE-ARRIVAL
ARRIVAL
IN-HOUSE
DEPARTURE
22

23. GUEST CYCLE STAGE
PRE-ARRIVAL
* Reservations
ARRIVAL
* Registration
* Room assignment
* Issuance of room key
* Baggage handling
23

24. 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
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25. THANK YOU
!!
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