The document outlines the duties and responsibilities of various front office staff in a hotel, emphasizing the importance of first impressions and effective service. It details roles ranging from the room division manager to clerks and bell service, highlighting their specific tasks and contributions to guest satisfaction. Additionally, it enumerates essential characteristics and professional skills necessary for effective front office personnel.

1. LESSON 2:
FRONT OFFICE DEPARTMENT

2. SESSION OBJECTIVES
After studying this lesson, you will be able to;
1. Identify duties and responsibilities of a front office staff.
2. Maintain good grooming and personal hygiene.
3. Describe the Characteristics of an Effective Front Office Staff

3. NOTE
“First impressions last”

4. NOTE
Front Office Agents are the first and final hotel
staff that customers see when they avail hotel
services — more or less, they also play a major
part as to why guests go back to the hotel.

5. NOTE
Front Office Services is not merely
performing procedural tasks, but it is
making sure that the hotel leaves a good
impression to a guest.

6. Topic 1: DUTIES AND
RESPONSIBILITIES OF A FRONT
OFFICE STAFF

7. Job List and Job Description
Definition: A job list is a collection or listing of available positions within a
company, organization, or job board. It usually provides a brief overview of
each position, such as the job title, location, and sometimes a very short
summary or key details.
Purpose: The primary purpose of a job list is to offer a quick and easy way
for job seekers to browse through available opportunities and identify
positions they might be interested in. It's essentially a directory of job
openings.

8. Job List and Job Description
Definition: A job description is a detailed document that outlines the
specific duties, responsibilities, qualifications, and expectations for a
particular position. It goes into much greater depth than a job list entry.
Purpose: The job description provides potential candidates with
comprehensive information about what the job entails, helping them
understand whether they are a good fit for the role. It also sets clear
expectations for what the employer is looking for.

9. PERSONNEL

10. ROOM DIVISION
MANAGER
Responsible for planning, directing,
coordinating the activities of all
department under the Room
Division. Ensures the efficient
delivery of basic hotel services to
guests.

11. FRONT OFFICE
MANAGER
Responsible for planning, directing,
controlling, and coordinating the
activities of all sections under the
front office department in order to
ensure higher guest satisfaction with
the hotel’s accommodation and
services.

12. SECRETARY
Responsible for the performance
of secretarial as well as clerical
jobs for the Front Office Manager.

13. ASSISTANT FRONT
OFFICE MANAGER
Responsible in assisting the Front
office Manager in directing,
supervising, and participating in the
activities of the different sections
under the front office to increase
revenue, minimize expenses, and
ensure guests satisfaction.

14. RESERVATIONS PERSONNEL

15. RESERVATIONS MANAGER/HEAD OF
RESERVATIONS/
RESERVATIONS SUPERVISOR
Responsible for supervising and
participating in the activities of the
reservation clerks engaged in
receiving, processing and confirming
guest room reservations.

16. RESERVATIONS CLERKS
Responsible for receiving, processing
and confirming guest room
reservations.

17. RECEPTION

18. FRONT DESK SUPERVISOR
Responsible for the over-all
organization and efficient work of the
reception section

19. FRONT DESK CLERK
Responsible for the efficient rooming
of guests.

20. MAIL CLERK
Responsible for giving out mails
messages, cables and other parcels to
guests.

21. KEY CLERK
Responsible for controlling and giving
out keys

22. INFORMATION CLERK
Responsible for giving out accurate
information and aid concerning hotel
facilities, functions, transportation
system and points of interests within
the community to guests and others.

23. AIRPORT REPRESENTATIVE
Meets all incoming hotel guests at the
airport and other arrival/departure
ports and assists them with their
other needs.

24. GUEST SERVICES AGENT
Responsible for extending special
assistance to VIP guests during their
stay in the hotel by facilitating check-
in and check-out, transportation
arrangements and attending to
special requests.

25. TELEPHONE EXCHANGE

26. CHIEF TELEPHONE
OPERATOR
Responsible for planning, directing,
controlling coordinating , and
participating in the activities of the
telephone exchange personnel; for
ensuring the efficient and profitable
handling of all telephone
communications.

27. ASSISTANT CHIEF
TELEPHONE OPERATOR
Responsible for assisting the Chief
telephone Operator in the
supervision and coordination of the
activities of the telephone operators.

28. TELEPHONE OPERATOR
Responsible for answering and
placing all incoming and outgoing
calls and calls originating within the
hotel.

29. BILLING

30. FRONT OFFICE CASHIER
Computes guest accounts/charges
and accepts payments

31. NIGHT AUDITOR
Assumes the responsibility of seeing
that each days reports and papers are
filed.

32. BELL SERVICE

33. BELLMAN
Responsible in assisting guests in
carrying their luggage during check-
in and check-out

34. DOORMAN
Responsible for welcoming and
assisting guests and patrons at the
hotel canopy

35. PAGING ATTENDANT
Responsible for the hotel’s errand
service

36. PARKING VALET
Responsible for handling vehicle
storage and retrieval for guests of the
hotel.

37. CONCIERGE
Responsible in extending out-of-hotel
services

38. BUSINESS CENTER

39. BUSINESS CENTER
SUPERVISOR
Responsible in supervising,
coordinating and participating in the
activities of the business center.

40. BUSINESS CENTER CLERK
Responsible in performing clerical
services to guests

41. Topic 2:
THE FRONT OFFICE STAFF

42. clean hairstyle

43. Topic 3: CHARACTERISTICS OF
AN EFFECTIVE FRONT OFFICE
STAFF

45. PROFESSIONAL WORK HABITS
AND SKILLS OF A FRONT
OFFICE STAFF

46. PROFESSIONAL WORK HABITS AND
SKILLS OF A FRONT OFFICE STAFF
1. RELATIONAL
2. MULTILINGUAL
3. SERVICE-ORIENTED
4. CREATIVE PROBLEM SOLVER
5. ACTION-ORIENTED
6. TECH-SAVVY
7. COMMISSION ORIENTED

47. PROFESSIONAL WORK HABITS AND
SKILLS OF A FRONT OFFICE STAFF
8. MULTI-SKILLED
9. PHYSICALLY FIT
10. GROOMING
11. MASTERY IN FUNCTIONAL AREA
12. CREATIVE IN APPLICATIONS
13. SYSTEMS-ORIENTED

48. LESSON 2:
FRONT OFFICE DEPARTMENT