This document contains information about job descriptions for various front office roles at a hotel, including the front office manager, front desk agent, reservation agent, and switchboard operator. It provides the duties and responsibilities for each role, describing what they entail and who they report to. It also includes an organizational chart showing the hierarchy of the front office department.

1. By:-
Mrs. Himani Nikhil Batheja
Front Office Organization

2. By:-
Mrs. Himani Nikhil Batheja
Hotel Review

3. By:-
Mrs. Himani Nikhil Batheja

4. By:-
Mrs. Himani Nikhil Batheja
Organization Chart
• An organization chart is a hierarchal, graphic
representation of the structure of an
organization—a list of all positions and the
relationship between them.
• It shows where each position fits in the overall
organization, as well as where divisions of
responsibility and lines of authority lie.
• It is a visual representation of how a firm intends
authority, responsibility, and information to flow
within its formal organizational structure.

5. By:-
Mrs. Himani Nikhil Batheja
GENERAL
MANAGER
ASSISTANT
GENERAL
MANAGER
FRONT OFFICE
MANAGER/
LOBBY
MANAGER
FRONT DESK
AGENT
RESERVATION
AGENT
SWITCHBOARD
OPERATOR
FRONT OFFICE
CASHIER
UNIFORMED
STAFF
NIGHT
AUDITOR

6. By:-
Mrs. Himani Nikhil Batheja
Sub - Section

7. By:-
Mrs. Himani Nikhil Batheja
What is a Job Description?
A job description as the name suggest is a written
description of the job to be permits or limits with in
which a job to done. These parameters include duties
and responsibilities, job position, reports to, working
hours, etc. Most organizations hand over a job
description to all new recruits.

8. By:-
Mrs. Himani Nikhil Batheja

9. By:-
Mrs. Himani Nikhil Batheja
Duties & Responsibilities
• Front Office Manager
• Front Desk Agent
• Reservation Agent
• Switchboard Operator
• Front office Cashier
• Uniformed Bell Service Staff

10. By:-
Mrs. Himani Nikhil Batheja
POSITION TITLE: Front Office Manager / Front Desk Manager / FOM
REPORTS TO: Assistant manager or General manager
POSITION SUMMARY:
Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities
of the front desk, reservations, guest services, and telephone areas. Prepare monthly reports and budget for front office department.
DUTIES AND RESPONSIBILITIES:
• Trains, cross –trains, and retrains all front office personnel. Participates in the selection of front office personnel.
• Schedules the front office staff. Supervises workload during shifts.
• Evaluates the job performance if each front office employee.
• Maintains working relationships and communicates with all departments.
• Maintains master key control.
• Verifies that accurate room status information is maintained and properly communicated.
• Resolves guest problems quickly, efficiently, and courteously.
• Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
• Reviews and completes credit limit report.
• Works within the allocated budget for the front office.
• Maximize room revenue and occupancy by reviewing status daily. Analyse rate variance, monitor credit report and maintain close
observation of daily house count. Monitor selling status of house daily. Ie flash report, allowance etc.
• Monitor high balance guest and take appropriate action.
• Ensure implementation of all hotel policies and house rules.
• Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple
configuration changes.
• Prepare revenue and occupancy forecasting.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.
• Monitor all V.I.P 's special guests and requests.
• Maintain required pars of all front office and stationary supplies.
• Review daily front office work and activity reports generated by Night Audit.
• Review Front office log book and Guest feedback forms on a daily basis.
• Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports
and tracking logs.

11. By:-
Mrs. Himani Nikhil Batheja
Position Title: Front Desk Agent
Reports to: Position summary: Front Office Manager / Duty Manager
Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest
satisfaction. Responds in a professional and courteous manner to guests by providing accurate and timely information and services. You will
also ensure hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary
supporting bills and vouchers are attached for direct settlements.
FRONT DESK SUPERVISOR DUTIES AND RESPONSIBILITIES:
1. Ensure Outstanding customer care at all times.
2. Maintains a friendly, cheerful and courteous demeanour at all times.
3. Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
4. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
5. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
6. Supervise daily shift process ensuring all team members adhere to standard operating procedures.
7. Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
8. Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality
service.
9. Adhere to company credit limit / floor limit policies.
10. Allocate rooms to expected arrivals after checking the guests preferences and special requests.
11. Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.
12. Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and
paging for in-house guests.
13. Cross Check all billing instructions are correctly updated
14. Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank
agreement policy.
15. Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
16. Performs other duties as assigned, requested or deemed necessary by management.
17. Ensure Front office log book and hotel log book is always updated and actioned upon.
18. Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
19. Participate in hotel committees and task force assignments.
20. Assist all departments in servicing the guests during high volume periods.
21. Takes responsibility in the absence of the Duty Manager /Front office manager
22. As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.

12. By:-
Mrs. Himani Nikhil Batheja
POSITION TITLE: Reservation Agent
REPORTS TO: Front Desk Manager / Reservation Manger
POSITION SUMMARY:
Achieving customer satisfaction and room revenue goals while taking guests through the booking process. Assist the reservation manager
or front office manager with budgeting, forecasting, and hiring, retaining and developing reservations and customer service employees.
DUTIES AND RESPONSIBILITIES:
• Responds to all guest reservation requests and executes prompt, courteous and accurate guest service at all times.
• Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services.
• Answer guest inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions
etc.
• Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.
• Assists and prepare in groups pre-arrival process and also preparing group rooming lists.
• Track all reservations picked up from all On-line channels like hotel website, OTA, GDS, other third party etc.
• If there are failed reservations to update the Hotel software then process those reservations manually.
• Co-ordinate with the Channel manager, or software vendors for any availability, rate or booking integration issues.
• Update No-shows and cancellations on all OTA's without fail to avoid and unwanted commissions.
• Verify if each reservation requests are processed as per the hotel standards and without delay.
• Verify if reservation confirmation letters are send for all processed bookings within the stipulated time.
• Process retentions, no-show and cancellations as per the hotel policy and procedures.
• Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or
third party accurately.
• Monitor all Tentative / Provisional / Waitlisted bookings entered on the system and follow up done for deposits / guarantee.
• Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.
• Keep records of room availability, rates, amendments, daily reservation pickup, rooms on book, cancellations, no-show, etc.
• Check forecasting reports based on statistics codes ( Market, Source, Rate Code etc.),reservations which are wrongly tagged should be
amended.
• Receive contracts detailing room allotments and creates allotments on the hotel management system.
• Train newly recruited reservation staffs in taking reservations, telephone etiquettes , reservation module on hotel software and
processing emails.
• Ensure that Guest service agents at front desk are also trained on reservations and checking hotel availability.
• Ensure deposit payment is taken in advance for all pay at hotel reservations eg: Direct reservation, OTA's (Booking.com, Orbitz,
Expedia etc.)

13. By:-
Mrs. Himani Nikhil Batheja
Job Description: Switchboard Operator Basic Function: Receives and directs incoming calls to individual
guests, staff, or departments.
Duties and Responsibilities:
1. Answer incoming calls and place outgoing calls.
2. Direct calls to guestrooms, staff, or departments through the switchboard or PBX system..
3. Receive telephone charges from the telephone company and forward charges to the front desk for
posting.
4. Take and distribute messages for guests.
5. Log all wake-up call requests and perform wake-up call services.
6. Provide information about guest services to guests.
7. Answer questions about hotel events and activities.
8. Understand PBX switchboard operations.
9. Provide paging services for hotel guests and employees.
10.Know what action to take when an emergency call is requested or received.
11.Monitor automated systems, including fire alarms and telephone equipment, when the engineering
and maintenance department is closed.

14. By:-
Mrs. Himani Nikhil Batheja
Job Description: Front Office Cashier Basic Function: To perform tasks relating to guest check-in and
check-out and settling guest accounts.
Duties and Responsibilities:
• Operate front office posting equipment .
• Obtain the house bank and keep it balanced.
• Complete cashier pre-shift supply checklist.
• Take departmental readings at the beginning of the shift.
• Complete guest check-in procedures.
• Post charges to guest accounts.
• Handle paid-outs.
• Transfer guest check balances to other accounts as required.
• Cash guest checks.
• Complete guest check0out procedure.
• Settle guest accounts.
• Handle cash, traveler’s checks, personal checks, credit cards, and direct billing requests properly.
• Make account adjustments.
• Disperse guest records upon check-out.
• Transfer folios paid by credit card to each credit cards master file.
• Transfer folios charged to the non-guest ledger to each company’s master file.
• Balance department totals at the close of the shift.
• Balance cash at the close of the shift.
• Manage safe deposit boxes

15. By:-
Mrs. Himani Nikhil Batheja
Job Description: Uniformed Service Basic Function: To work closely with the front desk staff,
room service employees, and other hotel personnel in providing guest assistance with
luggage, transportation, and miscellaneous needs.
Duties and Responsibilities:
• Maintain a good personal appearance at all times. Wear the standard uniform and name
tag.
• Escort guests to and from their rooms if requested.
• Deliver arriving baggage and remove departing baggage promptly, per guest request.
• Work closely with the front office in carrying out all guest requests.
• Obtain telephone messages from the front desk and promptly deliver them to
guestrooms.
• Keep the lobby directory up to date.
• Watch for any unusual persons or activities and report them to management.
• Transport hotel guests to and from the airport on request, obeying all traffic laws and
forms of courtesy.

16. By:-
Mrs. Himani Nikhil Batheja
Front Office Desk Layout

17. By:-
Mrs. Himani Nikhil Batheja
Front office Equipment & Furniture
1. Front Desk
2. Bell Desk and Concierge Desk
3. Lobby Desk
4. Travel Counter
5. Room & Reservations Rack
6. Printer
7. Computer
8. Credit card printers
9. Telephone – EPABX, PBX
10. Mail, Message and Key Rack
11. Key Rack
12. Time Stand
13. Wakeup Device
14. Folio Tray
15. Security Monitor
16. Luggage Trolley
17. Luggage net
18. Date & Time punching Machine
19. Bulletin Board
20. Card Holder
21. Mail Forwarding
22. Page Forwarding
23. Page Board
24. Safe Vault
25. Room Rack
26. Postal Weighting Machine
27. Voucher Rack
28. Cash Register
29. Magnetic Strip Reader
30. Photocopying Machine

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Mrs. Himani Nikhil Batheja
Front office
Equipment
NON
AUTOMATED
EQUIPMENTS
Room Rack
Key Rack
Information
Rack
Folio Tray
Voucher Rack
SEMI
AUTOMATED
EQUIPMENTS
Telephone
Equipment's
Credit Card
Imprinters
Magnetic Strip
Reader
Cash Register
AUTOMATED
EQUIPMENTS
Security
Monitor
Multizone Clock
Computers
EDC

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Mrs. Himani Nikhil Batheja
NONAUTOMATED
EQUIPMENTS

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Mrs. Himani Nikhil Batheja
SEMIAUTOMATEDEQUIPMENTS

21. By:-
Mrs. Himani Nikhil Batheja
AUTOMATED
EQUIPMENTS

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Mrs. Himani Nikhil Batheja
References
• General and Specific Purpose of Job Description,
https://www.google.com/url?sa=i&source=images&cd=&cad=rja&uact=8&ved=2ahUKEwiRyqChqKbmAhW5ILcAHWCbCQsQjB16BAgBE
AM&url=https%3A%2F%2Fwww.managementstudyguide.com%2Fjob-description-
purpose.htm&psig=AOvVaw0Pl1E_aDrwgRkFd8Hvdu4n&ust=1575903518046340
• What is a job description? Definition and examples - Market .,
https://www.google.com/url?sa=i&source=images&cd=&cad=rja&uact=8&ved=2ahUKEwiOzbHGqKbmAhVF8XMBHV6tCBAQjB16BAgBE
AM&url=https%3A%2F%2Fmarketbusinessnews.com%2Ffinancial-glossary%2Fjob-
description%2F&psig=AOvVaw0Pl1E_aDrwgRkFd8Hvdu4n&ust=1575903518046340
• UNIT – III, Front Office Organisation, https://sschm.com/wp-content/uploads/2018/03/unit-3.pdf
• FRONT OFFICE EQUIPMENT(NON AUTOMATED ,SEMI AUTOMATED AND AUTOMATED, from INSTITUTE OF HOTEL MANAGEMENT
BHUBANESWAR, https://www.ihmbbs.org/upload/6)%20Hotel%20Entrance,Lobby%20and%20Front%20Office.pdf