The front office, also known as the lobby, is the main entrance area of the hotel. It aims to create a good first impression for guests with decorations and comfortable seating. The well-furnished lobby contains magazines, books, and televisions to occupy guests. Staff in the lobby include receptionists, bellhops to assist with luggage, and concierges who can help make reservations. The lobby manager oversees lobby operations and ensures guest needs are met.

1. FRONT OFFICE
LOBBY
Submitted By:-Mohammad Hassan

2. DEFINATION:-
The frond office is the main entrance of the hotel which is properly
decorated, the hotel try to make a very good environment in side of
hotel so that the guest get a good impress to grab more and more
customer because everyone get there impression through face and
the hotel impression get through the good feedback of the property.
It is also called the ‘Lobby power’.
The hotel lobby have very high profile furniture where they can
wait at the rush in reservation counter or he /she is waiting for any
other thing he can stay there comfortably. There are also books,
magazine or television set to help the customer time pass. There is
also called sky lobby which is tall skyscrapers. There are also
properly groomed and skill full communication person, to
communicate with the guest and there is a bell boy who help the
guest to handle the guest luggage at the time of coming in the
hotel. If the we prepared the lobby well then it will get a good
impression to the guest for ever.

3. DUTIES AND RESPONSIBILITIES
OF LOBBY MANAGER
i. He is responsible for receiving the guest happy and answering
queries of the new guest and gives the correct information.
ii. He is also helping the guest for reservation if the guest has some
problem and handling all guests and assigning.
iii. He is also handle if there is and walk in guest who arrive
without reservation and if there is hotel full then he politely
refuses to give the hotel room.
iv. He is also responsible to give the room if there is group in the
co-ordination through the tour.
v. He is also regularly checking that there is no and discrepancy of
the housekeeping and the frond office.
vi. Also responsible for greeting the VIP’s in the hotel. This is
directing by frond office manager, which is specially performed
and instructed.
vii. He is also responsible if the guest relation officer is absent he
assist the VIP on the arriving and departure in the hotel.
viii. He is also responsible for proper cleaning of the lobby area of
the frond office and also responsible for well cleaning of the
staff.
ix. He is also help the guest for sending the message and faxes
x. Also help the night receptionist if there is high occupancy in
the hotel.
xi. Help the guest if there is a room lock problem.
xii. Also coordinating with all other department for proper
functioning of the frond office function.
xiii. Sometime also operate the front office computer if the front
office attendant is absent.
xiv. Handling all the guest complains and solve the problem very
smoothly.
xv. Tanning and motivating the staff for the work.

4.  Layout of the Front Office
Lobby
information Receptionist Cash and Bill Travel Desk
Lobby Manager
Frond office Lobby
Bell Desk
MAINENTERANCE

5. RECEPTIONEST:-
This section of the front office receives and welcomes the entire
guest on the arriving of the hotel. This section is responsible for all
types of necessary information about the guest, and also gives the
proper information to the guest. The receptionist must be a good
communicating skill and well grooming. He/she is also responsible
for assigning the room to the guest.
Functions of Receptionist:
These are the some important function which is done by the
receptionist in the Hotel.
 Receiving and welcoming the guest
 Receiving and welcoming guests.
 Completing the registration formalities.
 Assigning the room.
 Sending arrival notification slips to the concerned
departments

6. Information Desk
• As the name suggests, the information desk provides
information to guests. It is manned by an information
assistant. In a small hotel, the same function may be
performed by the receptionist. The need of a separate
information desk is felt in large hotels where the traffic of
guests is higher.
• Functions of InformationDesk : Some of the functions
of the information desk are as under:
• Maintaining resident guest rack.
• Handling guest room keys.
• Co-ordinating guets mails, telegrams, faxes, courriers,
parcels, etc.
• Providing information to guests regarding hotel facilities
and services, city information, etc.
• Handling guests messages.
• Paging.

7. Cash and Bills:-
The cash and bills section records all the monetary transactions of guests. It
maintains guest folios and prepares the guest bills to be settled by the guest
at the time of departure. This section is headed by a cashier.
• Functions of the Cash and Bills Section :This section performs the
following tasks:
• Opening and maintaining of guest folios.
• Posting room charges in guest folios.
• Recording all credit charges in guest folios.
• Maintaining a record of the cash received from guests.
• Preparing bills at the time of check-out.
• Receiving cash/TC/demand draft for account settlement.
• Handling credit/debit/charge cards for the settlement of a guest
account.
• Organizing foreign currency exchange for the settlement of a
guest account.

8. Travel Desk:-
The travel desk takes care of travel arrangements of guests,
like air-ticketing, railway reservations, sightseeing tours,
airport or railway station pick up or drop, etc. The hotel may
operate the travel desk or it may be outsourced to an external
travel agency.
• Functions of Travel Desk :The travel desk performs the
following tasks:
• Arranging pick-up and drop services for guests at the
time of their arrival and departure.
• Providing vehicles on request to guests at pre-determined
rates
• Making travel arrangements like railway reservation/air-
tickets
• Organizing half-day or full-day sightseeing.
• Arranging for guides who can communicate in the
guest’s language

9. Bell Desk:-
• The bell desk is located very close to the main entrance of the
hotel. This section is headed by a bell captain, who leads a
team of bell boys and page boys.
• Functions of bell desk :The bell desk is responsible for the
following tasks:
• Handling guest luggage at the time of arrival and
departure
• Escorting guests to their rooms on arrival.
• Familiarizing guests about safety features and in-room
facilities.
• Making sundry purchases for the guest.
• At request keeps guest luggage in the left luggage room.

10. Concierge:-
The concept of concierges came from the days of European
royalty; the concierge was the castle doorkeeper in those
times. His duty was to ensure that all castle occupants were
safe in their rooms at night. A concierge is often expected to
achieve the impossible
• Functions of concierge : The concierge provides the following
services to guests:--
• Making reservations for dining in famous restaurants.
• Obtaining tickets for theatres, musicals, sporting events
• Arranging for transportation by limousine, car, coaches,
buses, airplanes, or trains. Providing information on
cultural and social events like photo exhibitions, art
shows etc.

11. Qualities of Front Office lobby Personnel:-
• Guests remain in direct contact with the front office lobby
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