This document outlines the key activities and organizational structure of a hotel's front office department. It discusses functions like reservations, reception, bell services, concierge services, and the night audit process. The front office is responsible for welcoming guests, handling reservations and check-ins/outs, providing guest services, managing accounts and payments, and ensuring maximum revenue and customer satisfaction. Effective reservation management, revenue optimization, guest service, and use of property management systems are important concepts for the front office team.
2. Learning Objectives
After studying, the learner will be able to;
Review the organizationational structure of the front office team;
Discuss the key activities of the front office team
Discuss the importance of the reservation process;
Explain guaranteed and non-guaranteed reservations
Discuss the forms of settlement
Simulate a telephone reservation
Simulate the welcoming, registering escorting of a guest;
Perform a showroom
Demonstrate a check-out process
Explain what is revenue management; and
Review key compentency-based profiles of the front office deparment.
3. Front office
One of the most important department of the hotel.
It is the nerve center of the hotel
It is invovled in the accomodation services as well as the reservation
and reception areas.
It provides the first impression that is significant in the guest’s stay.
4. Staff of this department are involved in ;
Welcoming the guests
Taking and recording reservations
Providing information about the establishment to prospective clients
Allocating rooms to clients and issuing keys
Organising the moving and storing of luggage
Checking in and out procedures to guest
(check in usualy starts 2:00 pm and check out is in 12:00 nn )
Taking and coveying messages and correspondence for guest
Preparing guest accounts and processing payments
5. Front Office Organizational
Structure Rooms
Department
Reservation
Uniformed
Services
Bell Desk
Valet
Transportation
Concierge
Door Greeters
PBX
Revenue
Management
Front Desk
Front Office
6. Front Office Organizational Matrix
Sub
Department
Brief
Description
Hotel
Cycle
Division
Head
Senior
Manager
Section
Manager
Supervisory Bank and
file
Resevations Responsible
for all hotel bookings
Pre-arrival stage Rooms director Front office manager Reservations
manager
Reservations supervisor Reservation age
Uniform Services Include the concierge
transporta-tion
Encompasses the
whole operating
cycle, although
Rooms director Front office manager Assistant front office
manager
Uniform Service
Supervisor
Concierge Staff
Door
Attentand/Greeter
Valet Parkers
Transportation
Drivers
Bell Staff
Front Desk Comprised of cashiers
and front desk agents
Encompasses the
whole operating
cycle; departure
is given emphasis
by the cashiers
as they are the
ones to check
out the guests
Rooms director Front office manager Assistant front office
managers
Front Desk Supervisor Front Desk Cashier
Front Desk Agents
Night Auditor*
Business Center
Agent
*In some hotels, the
night auditor is part
of the finance
team
PBX Recieves and
connects incoming
and outgoing calls
from hotel
Empahasis of this
department will
be on the in-stay
phase
Rooms director Front office manager PBX Manager PBX supervisor PBX
Agents/Telephone
Operators
Revenue Management In charge of ensuring
optimum revenue for
the hotel
Encompasses the
whole operating
cycle
Rooms director Front office manager Revenue Managers Revenue
Management
Agent
7. Front Office Functions
Can be divided into 5 general areas;
Reception
Bell Service
Mail and Information
Concierge
Cashiers and night auditors
11. Key Concepts, Standards, and
Practices
Reservation management
Concierge
Night Audit
Manage Property Management System
Revenue management
Guest service management
Guest accounting
General Data management
12. Reservation Management
First contact of the guest is through the reservations department,
majority of the bookings in the hotel are by the telephone.
In this process, reservation agents take various reservations using the
property’s front office management system.
13. Concierge
(Guest Services, Front Desk Staff, and Uniformed Services)
Is a french word, which originally refers to officers of the royal
palace guard whose job was to protect the king of the palace.
In was only in the mid-20th century that the concierge became a
part of North American hotels serving high profile guest and
delivering personalized service.
14. Night Audit
As the name denotes.
This activity is primarly done at the end of the day, usually on the
graveyard shift.
Is valuable to the hotel as this records all hotel operations for the
day.
15. Management Property
Management System
The Property Management System (PMS) is the databank of
collected revenue generating and non-revenue generating
activities of the hotel guests.
One major component of the PMS is the front office computer
system, which manages reservations data and usage of rooms;
determines revenue in a daily, weekly, monthly or annual basis; and
transaction information.
16. Revenue Management
Part of the office work is managing the number of occupied rooms
through the proper mix of hotel guests.
This would include certain markets and priozitation of guests with
potential revenue.
17. Guest Service Management
The front office team takes care of guests from in to check out.
All personel should exude professionalism in handling guest requests
and complaints.
In anticipation of guest demands, the team is challenged to give
utmost customer satisfaction through flawless service.
18. Guest Accounting
One of the major sources of guest complaints is the erroneous
posting of their billings.
Front office agents have to ensure that guest billings are thoroughly
checked for property revenue to be optimized and for guest
complaints to be avoided.
19. General Data Managament
The front office team is tasked to update guest records in the
system, specifically guest needs and requests, so that they can be
easily identified and addressed for future use.
Some hotels are now customizing their rooms according to their
desires of their guest that are within the limits of their budget.
20. Pre-Arrival Phase: Reservations
Guaranteed Reservations:
The hotel accepts prepayment and holds a room whether the guest
arrives or not.
(cancellations depends on the hotel policy)
Non- Garanteed Reservations:
Hotel holds a room for a specified time.
After the time expires, The Hotel can give the room to another guest.
21. Forms of settlement
Prepayment – are payment made in advance through mail, walk-in
and other methods.
Advance deposits – are partial payments made by guest for his/her
entire stay.
Credit Card – are pre-authorize payments enabling the hotel to
block a certain amount in the credit card to be used as the guest’s
payment.
Send bill arragement – settled by two agencies who make the
deposit as a third party in the agreement.