The document discusses the hospitality industry and defines its key components. It provides classifications for different types of hotels and outlines the organizational structure and responsibilities of various front office departments and roles. These include front desk, reservations, telephone operators, bell services, cashiers and other front office functions that ensure guest satisfaction.

1. What is Hospitality Industry?

2. Hospitality Industry
 is one of the contributors when it comes to economic stability of a particular
country.

3. Hotel Classifications
 Airport Hotels
 Commercial Hotels
 Economy Hotels
 Residential Hotels
 Casino Hotels
 Resort Hotels
 Suite / All-Suite Hotels

4. Airport Hotels

5. Commercial Hotel

6. Economy Hotels

7. Residential Hotels

8. Casino Hotels

9. Resort Hotels

10. Suite / All-Suite Hotels

11. What is Front Office?
 is always essential department.
 is the “nerve center” of the hotel.
 it also acts as the “shock absorber”.

12. Front Office Department

13. Organizational Structure of the Front Office
Department
General Manager
Asst. Manager / Rooms Division Manager
Front Office Manager
Reservation
Reservation Manager
Reservation Manager
Reservation Clerk
Front Desk
Front Desk Supervisor
Asst. Front Desk Supervisor
Reception Clerk
Key Clerk
Information Clerk
Mail Clerk
Airport Representative
Guest Service Officer
Telephone Exchange
Chief Telephone Operator
Telephone Operator
Billing
Head Cashier
Cashier
Night Auditor
Bell Service
Bell Captain
Concierge
Bellman
Doorman
Parking Valet
Paging Attendant
Package Room Clerk

14. Front Office Manager
Asst. Front Office
Manager
Front Desk Supervisor
Front Desk Clerk
-welcomes and register guest
-assigns room to a guest
-informs guest on facilities and services of the
hotel
-process folio
-identifies guest needs
-gives helpful suggestions

15. JOB TITLE: ROOM DIVISION MANAGER
REPORTS TO: ASSISTANT MANAGER
SUPERVISES: FRONT OFFICE, HOUSEKEEPING
BASIC FUNCTION:
 Responsible for planning, directing, coordinating the activities
of all department under the Rooms Division. Ensures the
efficient delivery of basic hotel service to guests.

16. JOB TITLE: FRONT OFFICE MANAGER
REPORTS TO: GENERAL MANAGER / ASSISTANT
MANAGER / RESIDENT MANAGER / ROOMS DIVISION
MANAGER
DEPARTMENT: FRONT OFFICE
SUPERVISES: ALL FRONT OFFICE PERSONNEL
BASIC FUNCTION:
 Responsible for planning, directing, controlling, and
coordinating the activities of all sections under the front office
department in order to ensure higher guest satisfaction with
the hotel’s accommodation and services.

17. JOB TITLE: SECRETARY
REPORTS TO: FRONT OFFICE MANAGER
DEPARTMENT: FRONT OFFICE
BASIC FUNCTION:
 Responsible for the performance of secretarial as well as
clerical jobs for the Front Office Manager.

18. JOB TITLE: ASSISTANT FRONT OFFICE MANAGER
REPORTS TO: FRONT OFFICE MANAGER
DEPARTMENT: FRONT OFFICE
SUPERVISES: ALL FRONT OFFICE PERSONNEL
BASIC FUNCTION:
 Responsible in assisting the Front Office Manager in directing,
supervising, and participating in the activities of the different
sections under the front office to increase revenue, minimize
expenses, and ensure guests satisfaction.

19. JOB TITLE: RESERVATIONS MANAGER / HEAD OF RESERVATIONS
/ RESERVATION SUPERVISOR
REPORTS TO: ASSISTANT FRONT OFFICE MANAGER / FRONT
OFFICE MANAGER
DEPARTMENT: FRONT OFFICE – RESERVATION SECTION
SUPERVISES: ALL RESERVATION STAFF
BASIC FUNCTION:
 Responsible for supervising and participating in the activities of the
reservation clerks engaged in receiving, processing and confirming
guest room reservation.

20. JOB TITLE: RESERVATION CLERKS
REPORTS TO: RESERVATION SUPERVISOR
DEPARTMENT: FRONT OFFICE – RESERVATION SECTION
BASIC FUNCTION:
 Responsible for supervising and participating in the activities
of the reservation clerks engaged in receiving, processing and
confirming guest room reservation.

21. JOB TITLE: FRONT DESK SUPERVISOR
REPORTS TO:FRONT OFFICE MANAGER / ASSISTANT
FRONT OFFICE MANAGER
DEPARTMENT: FRONT OFFICE – FRONT DESK SECTION
BASIC FUNCTION:
 Responsible for the over-all organization and efficient work of
the reception section.

22. JOB TITLE: FRONT DESK CLERK
REPORTS TO:FRONT OFFICE SUPERVISOR
DEPARTMENT: FRONT OFFICE – FRONT DESK SECTION
BASIC FUNCTION:
 Responsible for the efficient rooming of guests.

23. JOB TITLE: INFORMATION CLERK
REPORTS TO: FRONT DESK SUPERVISOR
DEPARTMENT: FRONT OFFICE – FRONT DESK SECTION
BASIC FUNCTION:
 Responsible for giving out accurate information and aid
concerning hotel facilities, functions, transportation system,
and points of interests within the community to guests and
others.

24. JOB TITLE: AIRPORT REPRESENTATIVE
REPORTS TO:FRONT OFFICE SUPERVISOR
BASIC FUNCTION:
 Meets all incoming hotel guests at the airport and other
arrival/departure ports and assists them with their needs.

25. JOB TITLE: GUEST SERVICES AGENT
REPORTS TO:FRONT OFFICE SUPERVISOR
BASIC FUNCTION:
 Responsible for the over-all organization and efficient work of
the reception section.

26. JOB TITLE: CHIEF TELEPHONE OPERATOR
REPORTS TO:FRONT OFFICE MANAGER / ASSISTANT
FRONT OFFICE MANAGER
DEPARTMENT: FRONT OFFICE – TELEPHONE EXCHANGE
SECTION
SUPERVISES: ASSISTANT CHIEF TELEPHONE OPERATOR /
ALL TELEPHONE OPERATORS
BASIC FUNCTION:
 Responsible for planning, directing, controlling, coordinating,
and participating in the activities of the telephone exchange
personnel; for ensuring the efficient and profitable handling of
all telephone communications.

27. JOB TITLE: ASSISTANT CHIEF TELEPHONE OPERATOR
REPORTS TO: CHIEF TELEPHONE OPERATOR
SUPERVISES: ALL TELEPHONE OPERATOR
BASIC FUNCTION:
 Responsible for assisting the Chief Telephone Operator in the
supervision and coordination of the activities of the telephone
operators.

28. JOB TITLE: TELEPHONE OPERATOR
REPORTS TO: ASSISTANT CHIEF TELEPHONE OPERATOR
/ CHIEF TELEPHONE OPERATOR
BASIC FUNCTION:
 Responsible for answering and placing all incoming and
outgoing calls and calls originating within the hotel.

29. JOB TITLE: FRONT OFFICE CASHIER
REPORTS TO: HEAD CASHIER
DEPARTMENT: ACCOUNTING
STATION: FRONT OFFICE
BASIC FUNCTION:
 Computes guest accounts/charges and accepts payment.

30. JOB TITLE: NIGHT AUDITOR
REPORTS TO: HEAD AUDITOR
DEPARTMENT: ACCOUNTING
STATION: FRONT DESK
BASIC FUNCTION:
 Assume the responsibility of seeing that each days reports
and papers are files.

31. JOB TITLE: BELL CAPTAIN
REPORTS TO: FRONT OFFICE MANAGER / ASSISTANT
OFFICE MANAGER
DEPARTMENT: FRONT OFFICE – BELL SERVICE
SUPERVISES: ALL BELL SERVICE STAFF
BASIC FUNCTION:
 Responsible for supervising, coordinating, and participating in
the activities of all bell service personnel.

32. JOB TITLE: BELL MAN
REPORTS TO: BELL CAPTAIN
DEPARTMENT: FRONT OFFICE – BELL SERVICE
BASIC FUNCTION:
 Responsible in assisting guests in carrying their luggage
during check-in and check-out.

33. JOB TITLE: DOORMAN
REPORTS TO: BELL CAPTAIN
BASIC FUNCTION:
 Responsible for welcoming and assisting guests and patrons
at the hotel canopy.

34. JOB TITLE: PAGING ATTENDANT
REPORTS TO: BELL CAPTAIN
BASIC FUNCTION:
 Responsible for the hotel’s errand service.

35. JOB TITLE: PARKING VALET
REPORTS TO: BELL CAPTAIN
BASIC FUNCTION:
 Responsible for handling vehicle storage and retrieval for
guests of the hotel.

36. JOB TITLE: CONCIERGE
REPORTS TO: BELL CAPTAIN
BASIC FUNCTION:
 Responsible for extending out-of-hotel services.

37. JOB TITLE: BUSINESS CENTER SUPERVISOR
REPORTS TO: FRONT OFFICE MANAGEMENT / ASSISTANT
FRONT OFFICE MANAGER
DEPARTMENT: FRONT OFFICE- BUSINESS CENTER
BASIC FUNCTION:
 Responsible in supervising, coordinating and participating in
the activities of the business center.

38. JOB TITLE: BUSINESS CENTER CLERK
REPORTS TO: BUSINESS CENTER SUPERVISOR
BASIC FUNCTION:
 Responsible in performing clerical services to guests.