Front Office Hierarchy Sub-departments of Front Office Front Office Organizational Structure Reservations Front Desk Bell Desk Telephone Operator Business Center Concierge Travel Desk Guest Relation Retail Stores Qualities of Front Office staff

1. FRONT OFFICE ORGANIZATIONAL
STRUCTURE
By Arpendra Chauhan

2. Introduction
Front Office department is commonly
known as “Reception” as it is the place
where guests are received when they arrive
at the hotel. It is the first point of
interaction between the hotel & the guest.
It is located near the main entrance of the
hotel.

4. RESERVATIONS
RECEPTION/ REGISTRATION/ FRONT DESK/ CASHIER
BELL DESK
COMMUNICATIONS/ TELEPHONE/ OPERATOR
BUSINESS CENTRE
CONCIERGE/ TRAVEL DESK
GUEST RELATIONS
RETAIL STORES

6. A mistake isn’t
always a mistake.
Sometimes a mistake
is actually an
opportunity, but we
just can’t see it
right then & there.

7. RESPONSIBILITIES
DUTIES AND

8. FRONT OFFICE MANAGER
•Directs & coordinates activity of the front
office department- room reservations,
guest rooms, mail & information
• Must understand functions of, & be able to
cooperate with closely related departments
such as front office cashier, credit, sales,
housekeeping, food and beverage service
and production
• Responsible along with the personnel
department for the recruitment and training
of staff.
• Keeps a thorough check on the operations,
handovers & guest feedbacks etc.
•Reports to the management & is wholly
responsible for the daily functions of the
front office.
• Prepare reports to the management
related to the anticipated room occupancy,
reservation, expected check in and check
out
• Aides and promotes in carrying out hotel
employee rein policies such as performance
and vacation etc.
• Maintains and develops applicable
operation procedure involving controlling
open and closed dates, availability and
conditions of rooms, guest arrival pattern,
control of keys and liaison between
department sections and shifts

10. ASSISTANT FRONT OFFICE MANAGER
•Assists the FOM in supervising & coordinating day to day operations &
resolves internal problems.
• Liaison with sales department for present and future convention and
group bookings.
•Deals with problems arising from guest complaints and room assignment
activities.
•Interviews and hires applicants.
• Coordinate staffing of email & information and reservation clerk with
their supervisor.
• Responsible for miscellaneous duties assigned by the front office
manager.
•Assumes responsibilities of front office manager on his absence.

12. RESERVATIONS MANAGER
• Supervises & answers the enquiries of reservation
agents
• Maintains closed liaison with secretaries of major
companies that do business with the hotel.
•Participates in the recruitment and selection of
reservation staff of the hotel.
•Possesses a thorough knowledge and
information about the types and availability of
the rooms of the hotel property.
•Possesses the information about the various
plans, packages and discounts to be offered to
the guests during the process of reservation.
•Develops revenue management strategies to
improve the sale of rooms of the hotel during
the period of low demand.

14. LOBBY MANAGER/ DUTY MANAGER
• Schedule the duty roaster & determines justification for manpower
strength
• Handles guest complaints and ensures that the front office has
good relation with other departments
•Coordinates with various departments for effective guest handling.
•Coordinates with front office to facilitate rooming and departure of
guests.
•Does liaison between the travel counter, airline regarding arrival and
departure of flights.
•Passes credit bills in the absence of front office manager.
•Trains all staff under him and trainees as well.

16. NIGHT MANAGER
Supervise operation of hotel
through the night.
Answer enquires, concerning hotel service and
facilities and deal with complaints.
Assist cashier with
question of credit.
Keep close watch on night
clerks.

18. ●Courteously and promptly handles all the
reservations on phone, by mail and computer etc.
●Update the reservation register all records in
order to have updated inventory of room
availability.
●Type out advance reservation register slips and
maintains reservation racks and correspondence
and in case of computer, updates information on
computer.
Carryout amendments and cancellation
intelligently and accurately.
●Keep availability status chart updated.
●Check on reservation stationary and keep
satisfactory power of the same.
RESERVATIONS ASSOCIATE

20. RECEPTION/
REGISTRATION
ASSISTANT
● The friendly welcome given by the
receptionist to a guest changes
impersonal hotel building to a friendly
and homely place and his or her
unfriendly and indifferent attitude may
convert the guest into unpleasant and
uncomfortable stay.
● Be informed on daily room status. Have
detailed information regarding arrivals,
their room requirement and expected
departures of the day.
● Prepare all records connected with pre-
registration for VIP, invalid and old
people.
● Handled group/crew registration as per
laid down procedures as well as FIT.

21. •Maintain room rates
absolutely current and
updated.
•Prepare room discrepancy
report and ensure a double
check through lobby
attendant.
• Work closely with
information assistant.
•Give all departure rooms to
housekeeping promptly.
•Constantly update room rack/information rack.
•Open guest folio without delay and transmit it to front office cashier himself or
send the guest registration card to the cashier for opening the guest folio.

23. ●Handle all guest mail, parcel,
telegram as per laid down
procedures.
●Answer Queries
●Wake up call
●Keep information aid like time
table, roadmaps, hotel guide etc.
● Answer incoming calls for guest
and reports all messages.
INFORMATION ASSISTANT/ TELEphone
operator
● Maintain Guest racks
alphabetically.
● Report keys not retrieved or lost
to front office manager at once.
● Maintain closed contacts with
housekeeping, engineering, food
and beverage and other
coordinating departments.

25. DOORMAN
•To great the guest up on arrival and welcome them.
•To bid farewell up on departure and thank all the guests.
•His place of duty is outside the main entrance of the hotel.
•First staff member to greet the guest in a hotel.
•Calls taxis for guest and flags down the meter to ensure
maximum guest satisfaction.
•Opens door of arrival cars and greets and welcome guests with a
smile.
•Ensure smooth traffic flow in the porch and ensures that the
porch is always clear.
•Calls for cars parked in the basement or parking area.
•Keeps the keys of incoming guests orderly.
•Should know driving to assist the guest in case of emergency.

27. •Pleasant and smiling face.
•Willingness to help.
•Keen interest in meeting people.
•Work under pressure.
•Good listener.
•Should be able to work with subordinates,
colleagues and seniors.
•Physically and mentally strong.
•Punctual.
•No smoking or drinking on duty.
•No personal phones on duty.
•Well groomed, well uniformed and well
mannered.
•Very tactful in handling all kinds of situations.
•Very courteous and honest.
•Good Communication skills
QUALITIES OF FRONT OFFICE
STAFF