2. FUNCTION OF FRONT OFFICE DURING THE STAY OF
THE GUEST
Handling the guest account: when the guest has
arrived and checked in the front office staff opens the
guest folios and maintains the guest account through
out the guest stay. The guest folio is maintain by the
cashier and the night auditor .
Message coordination :Receive the messages of the
guest with complete details and ensure their delivery on
the guest’s arrival or when the is guest available .
Key handling : accepting keys from the guest when
they move out of the hotel. This may be regulated with
the help of key cards some hotels may also issue
computerized keys to the guest .
3. Guest mail delivery: if a mail is received for a
guest who is not in their room the mail is received
and kept
In the room key rack. If the mail is for a guest who
is in their room then the bell boy delivers the mail to
the guest. If a mail is received for a guest with a
reservation then it is sent to the reservation section
with a prefilled guest registration card attached .
Guest paging: this is generally used to locate a
guest in a specific area of the hotel when the guest
is not in their room .
4. Safety deposit locker: located in the back area of
the front office these are provided to the guest to
store their valuables most of the hotels these days
have in room safety lockers.
Guest room change: changing the room of the
guest due to guest preferences that could not be
fulfilled at the time of check in sometimes due to
reasons such as a room being noisy or not up to
the guests expectations. In such a case the guest
may have to be upgraded to a higher category
room with out an additional charge.
Handling guest queries and complaints :
responding to the guest queries and communicating
the guest complaints to all relevant departments.
5. Information about the city: providing a complete
range of information about the products and
services of the hotel and city. Regarding all the
touristic areas and places for sight seeing and
entertainment.
Travel arrangement :making travel arrangements
for the guest whenever requested by the guest and
whenever required.
