this slide discuss the dties and responsibilities of hotel front office staff . this also gives an idea of the hierarchy and organizational chart of hotel front office department.

1. F.O HIERARCHY AND DUTIES
Dr. Bhavya Khamesra

2. FRONT OFFICE ORGANISATION
Front
office
manager
Reservation
manager
Reservation
agents
Lobby
manager
Bell captain
Bell boys
Concierge
Van drivers
Assist. FO
manager
Receptionist
Telephone
operators
Information
desk clerk
Head
cashier
cashier
Night
manager
Night
auditor
Night clerk

3. DUTIES AND RESPONSIBILITIES OF
FO MANAGER
 All administrative tasks ,and introduce new ideas
and trends
 hiring staff , training, motivating , giving appraisals
etc
 Ensure smooth functioning of department and that
the level / standards are maintained by staff
 Make departments budget
 Forecast sales , and monitor reservation systems to
maximise occupancy,sales and revenue
 Conduct department meetings weekly
 Check arrivals , departures, and review all reports
of FO dept.

4. ASSISTANT FRONT OFFICE MANAGER
 Supervise and coordinate day to day activities
 Assign duties and make duty rotas for staff
 Assume responsibilities when FO manager is on
leave
 Check daily reports, arrival lists, departure lists,
VIP arrival , group arrivals
 Conduct daily meeting with staff
 Update FO manager about the happenings
 Liasioning with other departments like HK, sales,
F&B

5. LOBBY MANAGER
 To ensure smooth check in and check out by
proper luggage handling
 Handle guest complaints
 Liasoning with travel counter and airlines
 Coordinates with security department and ensure
safety and security of hotel
 ensure smooth functioning of lobby
 Motivate staff under him
 Handle keys

6. RESERVATION ASSISTANTS
 Receive and process reservation enquiry of guests
 Maintain the reervation records, update room status
 Share the information with other departments like
sales F&B,
 To prepare expected arrival ist,departure list for the
day
 To fill registration cards in advance, guest history
card,
 To give the information to receptionist
 To prepare guest folder having reservation
documents, mails and messages

7. RECEPTIONIST
 Greet the guests on arrival
 Confirm the identity of guests
 Fill the registration card and details
 Assign room and call bellboy to escort guest to
room
 Prepare room status report and check discrepancy
with housekeeping
 Process request for check out
 Inform late checkout, early check out to HK
department
 Give information about hotel , facilities and the city
to the guest

8. TELEPHONE OPERATOR
 Answer the calls directly
 Direct incoming calls to the extension number,
department etc
 Answer the queries about the hotel and its services
 Log all wake up calls,
 Handling guest messages
 Handling outgoing calls
 Handling calls from the rooms / guests

9. NIGHT AUDITOR
 Audit daily income from hotel operations
 Tally all sales with bills
 Check guest folio with charge vouchers
 Audit night receptionist room report
 Prepare reports in night daily
 See that all transactions are posted

10. CASHIER
 Prepare guest bills and present it at the time of
check out of guest
 Update guest transictions daily
 Transfer guest balance to other account
 Settle guest account by cash, credit , vouchers etc
 Exchange foreign currency
 Make closing balance account at end of shift
 Maintain house bank

11. CONCIERGE
 provide brochures and information about city,
sightseeing places, shopping, cultural activities etc
to the guests
 Plan city tour itinerary for the guest
 Make taxi , airline, railway bookings for the guests
 Tell guests about hotel services and facilities and
make bookings for restaurant table, spa, etc
 Know emergency procedures of fire, health and
safety, know first aid procedures
 Call doctor for guest

12. BELL BOYS
 Handle guest luggage
 Transport the luggage to the room on arrival / guest
check in
 Put luggage tag on bags and luggage on arrival
 Escort guest to the room and tell them about room ,
service directory and function of equipments in
room
 At time of check out take the luggage from the room
to the lobby and then to the vehicle
 Handle left luggage procedure and handle scanty
baggage
 Deliver mail, message and package to the rooms

13. GUEST RELATION EXECUTIVE
 Take feedback from guests
 Maintain guest feedback forms
 Maintain guest comment cards
 Handle VIP arrivals and attend to VIP
 Ensure that guests leave with positive image of
hotel
 Check any complaints and inform the department

14. QUALITIES OF FRONT OFFICE STAFF/
PERSONNEL
 Pleasing personality, smiling face
 Positive attitude,
 Punctual
 Hard working
 Good Personal hygiene: bath daily, cut nails,
trimmed hair, no foul smell,
 Honest
 Good communication skills
 Calm, courteous
 Diplomatic
 Salesmanship
 Good memory