FRONT OFFICE ORGANISATION

FRONT OFFICE
ORGANISATION
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Topic
• Front Office Organization & Hierarchy - Small,
Medium and large hotel
• Duties and responsibilities of principle staff and
their job description FO Mgr-DM/LM-FO, FO
Agent-Cashier- Bell Captain, Bell boy, GRE-
Concierge
• Co-Ordination of Front office with Other
Departments
• Attributes and Qualities of Front Office Staff.
• Telephone manners& Standard Phrases required
for front office staff.

Front office organization of a
small hotel
Front Office
Manager
Secretary
CashierBell CaptainHead Receptionist
Receptionist Bell boys

Medium Hotel

large hotel

Q&A
• What is organizational chart of small?
• What is organizational chart of large?
• What is organizational chart of very large?

Duties and Responsibilities of
Principle Staff
• FOM
• DM/LM
• FOA
• Cashier
• Bell captain
• Bell boys
• GRE
• Concierge

Duties of FOM
• Reports-GM
• He directs and coordinates the activities of the front office department, which includes
dept. like, front desk, lobby, reservation, bell desk, telephones,
• He is responsible to ensure the proper upkeep, staff cleanness, punctuality and
efficiency by his staff in his department,
• Ensures that each and every guest is provided with smooth, efficient, courteous and
personalized service by his staff,
• He prepares the duty chart for his staff and also sanctions weekly offs, an leaves to
his subordinates,
• He deals with front office correspondences on reservation, enquires, room booking,
discount to company etc., and inter departmental communication,
• He checks the functioning of various records, racks, intimations, arrival list, room
position,
• He deals with complaints against his staff and other complaints of his guest,
• He is responsible for making decisions at times of unusual events such as death, fire,
theft,
• Prepares report to the management about the anticipated rooms occupancy,
reservation patterns, expected check-in and check-out,
• Responsible along with the personal department, for the employment and training of
staff,

Duties of DM/LM
• Handling vips
• assists in VIP’s arrival departure in absence of
guest relation officers
• Checks cleanliness of lobby and public areas,
lights and as well as front office staff in proper
and orderly appearance and behaviour.
• Checks on registration cards of arriving guests
• assists in sending guest messages or faxes
• Gives the instructions to the Night Reception,
during the high occupancy periods, regarding:www.indianchefrecipe.com

Responsibilities of FOA
• Be informed on daily room status,
• Have detailed information regarding arrivals, their room
requirements and expected departures for the day,
• Check VIP reservations and issue a VIP amenity voucher
and also for any special request,
• Prepares all records connected with pre-registration for VIP,
invalid and old people,
• Handle group/ crew as well as FIT registrations as per the
laid down procedures,
• Maintains a satisfactory part of all registration on stationery,
• Room all arrivals using arrival errand card,

Responsibilities of Cashier
• He is to receive payment from the guest in
settlement of their bills,
• Posting of vouchers into the individual bills,
• Looking after the safe deposit vault,
• Checking the petty cash float, operating and
maintaining cash registers and billing
machines,
• Maintain the visitor tabular ledger, and post
guest vouchers into the VTL,

Responsibilities of Bell Captain
• Supervise the movement of bell boys & control
sheet,
• Update lobby manager performance of bell boys,
• Handle left luggage,
• Train the bell boys to maximize departmental
efficiency,
• Organize and supervise check in and check out
baggage formalities of guest, groups and crew,
• Control the sale of postage stamp and postage
stationery to guest,

Responsibilities of Bell boys
• Handling baggage during check in and checkout
• Escort the guest to the room on his arrival,
• Place the baggage in the guest room on the luggage
rack,
• Explain the operation of light/ air conditioning control
to the guest and switch them on,
• Check the departure room to ensure that the guest has
not left any articles in the room by mistake,
• Switch off the lights and air condition once the
departure has taken place,
• Providing guest service on request

Responsibilities of GRE
• Duties:
• • Major part of a GREs job is to receive the VIP,
regular guest. Prepare for a welcome for them & then
escort them to their assigned room, where a guest can
be registered.
• • co-ordinates with all the departments in the hotel to
ensure speedy and timely service to each guest.
• • maintain good guest contact and ensure guest
satisfaction as far as hotel services are concerned
• • maintains guest history card for all the guest in the
hotel.
•

Responsibilities of Concierge
• Concierge can be called as a ‘ man- about-
town' or ‘ mister- know- it- all', usually
resourceful and knowledgeable about hotel and
the surrounding,
• Should be equipped with the brochures, travel
facilities information, sight seeing, shopping,
and other such things for providing assistance
to the guest,
• He/she is required to make airlines booking,
taxi booking and planning of itineraries for
guest www.indianchefrecipe.com

Q&A
• 1.what are the duties and responsibilities of
FOA
• what are the duties and responsibilities of
cashier?
GRE
Concierge
FOM

Department that f.o co-ordinates
Front office
Lobby
Telephone
operator
Sales and
marketing
Accounts
housekeeping
Stores
Room service
Engineering

F.o-lobby
• Arrival : Check-in process – bell boy
• Departure: check-out process-bell boy
• Room change : bell boy and FOM
• Scanty Baggage-bell boys
• Message: bell boys
• Paging : bell boys

• Room clearance
• Groups check in
• VIP
• Room status
• Discrepancy
• Flower arrangement

Fo-h.k
• Room Report :Room
attendant will check the
physical count of the
guest in room and
prepares the a report and
they will send to the f.o
and f.o will compare
and makes a report in
case of discrepancy

Discrepancy Report fo-h/k
• It is prepared by fo by
room report and
difference rooms will be
handed over to bell for
physical check

Fo-accounts
• Account : f.o cashier has to hand over entire to
the accounts department with receipts and
voucher
• Night Auditors : checks all correspondence
with physical check
• City ledger : hotel extends credit to the guest
and follow up on guest for clearance of amt
crossing the credit limit

Fo-room service
– V.i.p c/I and c/o : reg bill of guest
• : arrange fruit basket,alchol,cake,cookies etc

Fo-telephones
• c/I and c/o : call to transferred
• Idd connection
• Local call charges
• Wake up calls
• Handling messages

F.o-engg,stores,sales dept
• F.o-engg,stores,sales deptbaquet booking

Q&A
• why FO co-ordinates with HK
• why FO co-ordinates with F&B
• why FO co-ordinates with engg.
• why FO co-ordinates with sales & mktg
• why FO co-ordinates with Telephone
• why FO co-ordinates with store

Attributes/Qualities of Front
Office Personnel
• Guests remain in direct contact with the front office staff throughout their stay
at the hotel. As the front office personnel are the first and the last point of
contact with the guests, they reflect the image of the hotel, and hence should
carry themselves and behave in a way befitting the vision of the organization.
• The front office personnel must possess following qualities to discharge their
duties efficiently:
– Pleasant personality
– Personal hygiene
– Physical fitness
– Honesty
– Salesmanship
– Diplomacy
– Good memory
– Excellent communication skills
– Calmness
– Courteous nature
– Loyalty
– Punctuality

Telephone Etiquettes of Front
Office Personnel
• Basic telephone etiquettes
• Phone should be answered within three rings.
• Smile even though you are on the telephone.
• Sit or stand up straight.
• Use a low voice pitch.
• Match your speaking rate to the caller's.
• Avoid extremes in volume.

Standard phrases of Front
Office Personnel
• Wish according to the time of the day (Good
Morning, Afternoon or Evening), (Your Hotel
Name) , How may I help you.
• How to answer Internal Guest calls?
Morning, Afternoon or Evening) Mr. _________
(Guest last name), This is ________(Your first
name), How may I help you.
• How to answer interdepartmental calls?
Morning, Afternoon or Evening), This is _______www.indianchefrecipe.com

Q&A
• What are the attributes of FOA
• What are the Telephonic etiquettes

Short question
• 1.Draw organization chart of small hotel
• 2.What are the duties and responsibilities of
bell boy?
• 3.How does FO co-ordinates with stores and
engg and maintenance departments
• 4.What are attributes of FOA
• 5.What are the golden rules of telephone

Long Questions
• 1.Draw organization chart of small, medium
and large and explain in detail the hierarchy?
• 2.What are the duties and responsibilities of
principle staff
(FOM/DM/FOA/GRE/Bellboy/bell captian
etc)
• 3.Explain in detail FO co-ordiantes with other
departments
• 4.What are the attribute of FOA
• 5.What are the golden rules of telephone?

FRONT OFFICE ORGANISATION

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FRONT OFFICE ORGANISATION