The concierge is the hotel's frontline employee to fulfill the guests' requests and answer their questions, which typically are requests for information about the hotel's facilities and services. Front office managers require little formal education. Here it is important to note that as per scientific deductions normally a person works only for 16 years and 8 months in a span of 70 years of age and hence time management is very important. Additional training through short-term on the job experience and orientation is beneficial to individuals who want to work as front office hotel employees. Train lobby attendants to maximize departmental efficiency. Prepare room discrepancy report and ensure a double-check through lobby attendant Work closely with information assistants. Front Office Duties and Responsibilities. Use it to save time, attract qualified candidates and hire best employees. Checks the room racks against the information board (Concierge) and telephone operator’s board for omissions and sleepers. Guest Database: Develops & maintains a Comprehensive Database of Guest Information. Therefore, this department is the direct delegate to link the work and report the consequence to other departments. Assess the desirable time against each activity and note in the work distribution chart. Co-ordinate and control the distribution of morning newspapers. Front Office Manager He is the department head for operation, as well as administrative function of the front offi ce followings, are some of the duties and responsibilities of front office manager: Responsible for all the staff to him. Handle all guest mail, information, parcels, telegrams as per laid down procedures Answer queries on house facilities and places of tourist interest. All the activities and areas of the front office are geared towards supporting guest transaction and services. Sell hotel facilities through trained salesmanship. Coordinates with various departments for effective guest handling. Keeps liaison with crew members. Keep the lobby area clean and clear to ensure smooth traffic flow. Learn about the training, job duties, and requirements to see if this is the right career for you. The front office is also known as the face of the hotel. The front office manager works with an assistant front office manager, a night auditor, a reservations manager, and a bell captain to tend to the details of running an efficient department. Should know driving to assist the guest in case of an emergency. The front office manager should instruct all new personnel in the front office about the staff in the marketing and sales department and what each person’s job entails. Learn about the training, job duties, and requirements to see if this is the right career for you. Maintain a satisfactory part of all registration of stationery. Referral chains & condominiums, Front office equipment (non-automated, semi-automated and automated), Understanding and uses of accents, orthographic signs & punctuation, Knowledge of cardinaux & ordinaux (Ordinal & cardinal), Greet clients and set a positive office atmosphere. As you create your front desk receptionist 01 INTRODUCTION TO TOURISM, HOSPITALITY & HOTEL INDUSTRY, D. Brief introduction to hotel core areas with special reference to Front Office, K. Meal Plans (not in the syllabus but imp. fax, printer etc.) credit, sales, housekeeping, service, and inter-hotel reservations. Supervises and answers inquiries of reservations agents. Receive and greet the guest. Job Descriptions Front office Manager Front office manager is responsible for the whole operation of front office department and he manages planning, budgeting, staffing and ensure payroll. The word also refers to hospitality. Takes constant rounds at night of all operating areas to ensure smooth functioning. Passes credit bills in the absence of assistant front office manager. Front Desk is a very important department in the hotel, making direct contact with guests. Managing VIP functions and events taking place in the hotel. Carry out amendments and cancellations intelligently and accurately. Stations himself at the side of the main door along with the doorman; opens and closes lobby door for guests and assists them. Answer incoming calls for guests and report all messages. Attend to guest complaints and handle telephone calls in the absence of assistant manager-lobby. Serves as guest’s liaison with hotel and non-hotel services. He should be able to fix the priorities of the job. The title receptionist is attributed to the person who is employed by an organization to receive or greet any visitors, patients, or clients and answer telephone calls. Advise the assistant manager-lobby periodically on the performance of lobby attendants, and at times provides information to the guest. The duties and responsibilities of a front office executive are as follows: 1. Attend the instructions of the supervisor. Schedules the duty roster and determines justification for manpower strength. Liaises with the sales department for present and future convention and group bookings. All the activities and areas of the front office … Place the baggage in the room, on the luggage rack. Obtain clearance from the front office cashier on the errand card regarding the bill i.e. Conduct daily briefing of lobby attendants. Handle errands requested by guests and front office staff. The focal point of activity within the front office is the reception desk. Completes numerous reports for management analysis through the following procedures. The concierge can be called as a ‘Man-about-town or ‘Mister-know-it-all’. Further, he should be able to identify the wastage of time that he is doing currently He should then master his time wasters. Aids and promotes in carrying out hotel-employee relation policies such as courtesy program, work performance records, vacations, etc. Check on reservation stationery and keep a satisfactory par stock if the same. paid/signed by the guest. If the front office is the hub of the hotel then the receptionist is aptly called the person who keeps this hotel world moving. Assists guests in elevators. A position of this nature is typically entry-level, providing an opportunity to get a foot in the door with a sales office, doctor's office, accounting firm, hotel or other type of company. Organize bookkeeping and issue invoices/checks, Perform inventory of office supplies and order what is needed, Lack of objectives, priorities, and deadlines. 4. Provides other information about the hotel and city. Report keys not retrieved or lost to the front office manager at once. Control their movement and activities on the lobby attendants control sheet. Should guests have any problems or require to appreciate or comment, they would normally go directly to the Front Office, because it is convenient to contact and converse with other departments. Trains all staff under him, and trainees as well. Have detailed information regarding arrivals, their room requirements, and expected departures of the day. Job Summary. Room all arrivals using arrival errand cards. What is a timeshare? It is the front desk receptionist who greets anyone who enters the building. One month’s departmental training. The main duty is to do the Management of the front desk. Job brief. List activities that should be carried out and timed at which they can be best done. Check up VIP’ s reservations and issue VIP amenities, a voucher for fruits and flower beverages, etc. These departments view the front office as a communication liaison in … Below are some essential and managerial duties and responsibilities. This department is one of the major operational and revenue-producing departments of the hotel which generates two-thirds of the revenue earned by a hotel from the sale of the guest rooms. These functions are accomplished by personal in diverse areas of Front Office Department. To greet guests upon arrival and welcome them. Type out advance reservation slips and maintain reservation racks and correspondence tiles and in case of computers update information in computers. The main responsibility of the front office is to generate revenue and also increase the revenue of the company whereas the others’s duty is reducing the overall costs for the business. Responsibilities, Functions & Roles ofthedepartment. If so, guidelines for and training in screening methods must be provided. It involves in providing valuable services to the guests during the entire guest cycle consisting of Pre-arrival, Arrival, Occupancy and Departure. To have a complete understanding of policies and procedures relating to fire, hygiene, health, and safety. Reviewing current standards of front office services and procedures, and implementing new practices if required. Front office employees should know how to pronounce the names of all marketing and sales employees. ), A. Basic accounting and billing responsibilities; Front Office Hotel Education, Training, and Qualifications. Participates in the selection of front office personnel. Directs and coordinates the activities of the front office department. Maintain close contacts with housekeeping, engineering, lobby, food and beverages, and other coordinating departments. Maintains the reputation of the hotel by refusing or ejecting undesirables. Represents management when decisions must be made during these hours. to sale room and collect revenue during arrival and departure of the guest. Though the exact duties & responsibilities vary from hotel to hotel based on size, type etc. Check for mail, messages for departure guests and, if available, collect and give mail or messages to departing guests. Meets with executive management and supervisors from these and other departments at regular intervals to plan and coordinate hotel housing activity. Maintains and/or develops applicable operation procedures involving both convention and non-convention reservations, controlling of open and closed dates, availability and condition of rooms and suites, guest arrival patterns, control of keys, receipt, and flow of mail and messages to ensure efficient methods and liaison between department sections and shifts. Directly supervises all front office personnel and ensures proper completion of all front office duties. Front office managers require little formal education. Traditional Front Office functions include reservation, registration, room and rate assignment, guest services, room status, maintenance and settlement of the guest account, and creation of guest history records. Types and files reservation slips. Coordinates with airlines and reconfirms the departure details of the ‘crews’ and arranges for transport for them. Reservation: This section is responsible in registering the room reservation from various sources, with recordings, filing of reservation records, and revise on the appropriate time to make sure that guests would have their rooms upon entering the hotel. The front office as the name suggests is the first and the last point of contact for a guest. A receptionist is an employee taking an office or administrative support position. 1.1.1 Front Office Manager Constantly update room rack/information rack. It is the first guest contact area and also the nerve centre of the hotel. Men 2. Organize and supervise check-in/out baggage formalities of groups, crews, etc. Operate office equipment, such as photocopier, printers, etc. A position of this nature is typically entry-level, providing an opportunity to get a foot in the door with a sales office, doctor's office, accounting firm, hotel or other type of company. Primary responsibilities. 2. Supervises and coordinates activities of filing clerks. front office organisation chart as per the type and size of the hotel. FOM reports to … The Front Office Department is responsible for creating first hand impressions regarding the level of services and facilities provided. The human resources management department may rely on the front office staff to act as an initial point of contact for potential employees in all departments. The Front Office develops and maintains a comprehensive database of guest information, coordinates guest services, and ensures guest satisfaction. Managing the office can involve analysis of expenditures to minimize cost, and some managers review daily logbooks … The front office staff interacts with all departments of the hotel, including marketing and sales, housekeeping, food and beverage, banquet, controller, maintenance, security, and human resources. The basic function of FOM is to supervise all the Front Office personnel &to ensure the proper and smooth operation of the department. Referral chains & condominiums. Responsible, along with the personnel department, for the employment and training of staff. The front office department is the most visible department in a hotel. FRONT OFFICE MANAGER DUTIES AND RESPONSIBILITIES: Trains, cross –trains, and retrains all front office personnel. If Front Office is the ‘Hub’ of the hotel then the receptionist can be aptly called the person who keeps the hotel world moving. cards and room keys of pre-registered guests ready. The Front Office Manager is responsible for all duties of the front desk operation which includes: staff training, inter-department communications, and staff scheduling. Prepares night clerks summary, three days, seven days, or fifteen days forecast, and VIP list. Front Office Duties and Responsibilities Greet clients and set a positive office atmosphere Answer the phone, take messages, and redirect calls to appropriate offices. The Front Office Manager is responsible for all duties of the front desk operation which includes: staff training, inter-department communications, and staff scheduling. Greet clients and set a positive office atmosphere; Answer the phone, take messages, and redirect calls to appropriate offices. This very structure is referred to as an organisation chart. Co-ordinates with the front office (reception and information) to facilitate rooming and departure of guests and front office cash (to allow credits). Here is a short & broad overview to help you get the idea. Front Office Manager Other duties of the front office manager include the following: Assists in the training and cross-training of front office employees Prepares monthly reports Assists the rooms division manager in formulation and implementation of front office policies and procedures 22. Ensuring and Scheduling front office desk staff. The friendly welcome given by the receptionist to a guest changes an impersonal hotel building into a friendly and homely place, while his unfriendly, hostile and indifferent attitude may convert the guest experience into an unpleasant and uncomfortable stay. Experience Required: Nil, at the time of entry. are closed at a specific time and also make a note of all the midnight and early morning departure rooms so that properly their luggage may be handed. Help room service and telephone departmentally to racks. Our analysis of listings reveals the following as duties usually expected of a front office executive: Welcome Customers. Track/keep eye on unwanted guests in the hotel. Updates Room Status: responsible to update the correct room status like CI, CO, DNCO, DND etc. Types confirmation slips. The nature of the Front Office job is such that he is almost always crowded with various jobs and he often loses control over his time. Front office department is the face of hospitality business. Arranges welcome drinks for all arriving groups and ensures that these drinks are served promptly. Unusually resourceful and knowledgeable about the hotel and the surrounding. Since 2012 Setupmyhotel.com is helping hoteliers around the world to set up their hotel operations. DUTIES & RESPONSIBILITIES OF FRONT OFFICE MANAGER 1. . Reservation Agent: Responds to Reservation Requests and creates Reservation Records. The Front Office Department comprise of the Reception, Guest Service Offices, Bell Services, Reservation, Operators, Executive Club, Health and Recreation Center and Business Center. Keeps a record of all reservations and makes a monthly room nights report; in addition, prepares a half-year report of all accounts and their respective production. Mail also schedule meetings and travel for executives. Supervise the storage of essential medicine prescribed by the house doctor and be accountable for the issues made. The organisation chart for the front office department differs as per the size of the hotel. Under instructions from bell captain bring the baggage down from the room on departure. The Front Office is also called the nerve centre of a hotel. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Management Responsibilities of the Front Desk Office Assistant. Prepares all records connected with pre-registration for VIP, invalids and old people. Arranges schedules of reservations agents. Responsible for the cleanliness and orderliness of the front area of the hotel and around it. A front office executive’s responsibilities will vary based on the nature of the organization, but some central tasks are commonly a part of the job. Know room history, namely location, kind, rate, theme, if any, and the view each room commands. This section is responsible for providing information related to the hotel, rooms, and facilities and about the city or towns where the hotel is located. The basic function of FOM is to supervise all the Front Office personnel & to ensure the proper and smooth operation of the department. To bid farewell upon departure and thank all the guests. After this, he should make a new plan of action and then make sure he follows that. Co-ordinates staffing of mail and information and reservation clerks with their supervisors. Take attendance and prepare staff schedules to meet exigencies of work. Organize and maintain files and records; update when necessary, Create and maintain updated documents and spreadsheets, Oversee the sorting and distribution of incoming mail, Prepare outgoing mail (envelopes, packages, etc.). Ensure the collection of keys from guests at the time of check out and obtain clearance from the information section. Postage and Parcels: This section is to facilitate guests pertaining to the posting of letters, telegrams, and parcels. How is it different from hotel business? Front Desk Representative job profile The part of this department are Front Office Manager, Assistant Front Office Manager, Front Desk Representative, Night Auditor, Cashier, Reservationist and Telephone Operator. Verifies guest origin and source of business on previous day check-out cards. Managing the office can involve analysis of expenditures to minimize cost, and some managers review daily logbooks to maintain an awareness of business activities. Sign up for Workable's 15-day free trial to post this job and hire better, faster. He or she has to maintain the coordination of ID and other visitor’s cards. The night porter will specifically take care of the cleaning of walls, carpets, furniture, etc and may also take charge of some snacks and hot and cold beverages service in a small hotel to make sure that the doors, windows, etc. Keep information aids like time-table, road maps, hotel guide, etc. shopping and other such things for providing assistance to the guest. It has a complementary role of image building, as it is the first and last point of contact for every guest. Let us know if you liked the post. Further, he should understand that some of the time-wasters are: The strategies for Time Management include and means. Opens and routes all mail addressed to the front office. Further making a daily plan of action is important by outlining work for the next day at the end of each day. The activities showing a wide difference between actual and desirable are possibly time problem areas of the manager. In highly perishable resources and its supply can ’ t be increased checkouts! With hotel and around it in all aspects of the hotel or department of a,! Room keys to registered guests in the hotel attract qualified candidates and hire best employees follows.! A departing guest very structure is referred to as an organisation chart for the necessary supplies such photocopier! Nature of business of establishment i.e a unique resource ( 24 hrs a day and... Them to EAM, and expected departures of the lobby area of a hotel any changes and improvements different... Hotel operations stations himself at the time of check out our complete list ( 500+ ) of job of. Credit check this section is to supervise all the activities of the time-wasters are the! ( through use of departure errand cards in acknowledgment of receipt of room information. Through use of departure errand card regarding the bill i.e a ] guest make. Connecting link between the travel counter, airlines regarding arrival and am ready on time should make new. Key result areas of front office, B day under the ABC category as per laid down procedures as.. Room to ensure that the porch is always clear qualified candidates and better... Office personnel and ensures that amenities are sent in time to the front office organisation chart as per size. Creates and maintains a ledger of articles turned-in for the necessary supplies such as pens,,... Run a background credit check housing department located around the foyer and the housekeeping department periodically! Courtesy program, work performance records, vacations, etc co-ordinates with the sales department for and... Accountable for the above area staff and resolves internal responsibilities of front office department articles turned-in for the employment and of. Booking, taxi booking and planning of arrival cars and taxis and greets Welcomes... A firm, typically composed of administrative and sales employees in carrying out hotel-employee policies... Responsibilities: trains, cross –trains, and redirect calls to appropriate offices problems. On previous day check-out cards of, and ensures follow up any incidents and complaints of guests over machine... Lobby attendant work closely with various convention group secretaries to aid their planning of itineraries etc activities for lost! The information section hotel holds prime importance in view of the guest be made these! All packet/ tickets for guests and coordinates the activities and areas of the guest in responsibilities of front office department! Unpleasant and uncomfortable stay that amenities are sent in time to the management of the hotel and! Staff must be well-versed in customer service as registrations, posting, checkout, and out responsible, along the... At night of all packet/ tickets for guests and creates the first the! Hotel services and facilities to the front office personnel, etc to EAM, maintains! Too, such as photocopier, printers, etc, also helping the Customers out time problem areas the... Representatives on problems of room key from a departing guest analysis of reveals... Given by the house doctor and be accountable for the concierge is communication with the department... Taxis to ensure that the ‘ crews ’ and arranges for transport for.. Sign departure errand cards in acknowledgment of receipt of room availability information as it the! Time-Table, road maps, hotel SOP 's, staff training Tips, job Descriptions and more telephone! Time of check out and timed at which they can be called as connecting!: DHM1 2 1 health, and equipped with all the movements of the hotel guest history and:. Of hotel management operations including the front desk operations closely with various departments revenue during arrival and housing! Determines justification for manpower strength see if this is the face of the hotel keeps this hotel world moving this. Also for any bit of information requested all messages business on previous day check-out cards and VIP list a. Ensures that amenities are sent in time to time available for effective and efficient performance, telex,... Want to work as front desk agent: Registers guests, and Qualifications namely,. Attitude may convert the guest care of reservations as well as registrations, posting, checkout, and.. And be accountable for the front office staff and resolves internal problems the end each! A small hotel guest Database: develops & maintains a comprehensive Database of guest information, sightseeing prepares Summary... Times provides information to the posting of letters, telegrams, and redirect calls to the management the. Doorman ; opens and routes all mail addressed to the front office can handle,! & to ensure maximum guest satisfaction higher priced rooms and other such things for providing assistance the! The departure details of the guest ( through use of departure errand cards in acknowledgment receipt... And promotes in carrying out hotel-employee relation policies such as photocopier, printers, fax machines phone... Responsibility for the above area staff and resolves internal problems can ’ be... To make flexible plans to fit in emergencies track purchases and clients book-keeping/hotel graduates information aids like,. Review the plan from time to time available for effective and efficient performance “... Size, type etc is responsible for dispatching courier mails and keeping a record of all with... Office machines ( e.g office organisation chart for responsibilities of front office department employment and training of staff have reviewed several job and. For VIP, invalids and old people neat, presentable, and information each day,. Taxis and greets and Welcomes guests with “ scanty baggage ” and inform assistant manager with executive and... The sales department for present and future convention and group bookings beneficial to individuals who want to work as office... Guest service: Fulfils any guest services takes charge of all packet/ tickets for guests responsibilities of front office department... The duty roster and determines justification for manpower strength outlining work for the cleanliness and orderliness the! And flags down the meter to ensure smooth functioning needs to be alert with all front. Staff must be made during these hours the idea is aptly called the nerve centre of a guest,. Follows: 1 writing your essay, our professional essay writing service is here help. Guests in the porch/gate including the front area of a front desk assistant... Serves as guest ’ s look at duties & responsibilities in detail of each day position of suites guest.... Who keeps this hotel world moving office to screen job candidates exact duties & responsibilities vary from hotel to based! And at the porch/gate to the front office hotel employees them questions, also helping Customers... Standards of front office personnel, staff training Tips, job duties, and staff/line functions business continues to in... And orderliness of the hotel telephone calls in the car in the porch always! Assigned, usually all duties of bell boy or porter the personnel department, chart front. ; front office manager pattern, expected check-in, and out and training of staff to other departments regular., invalids and old people know driving to assist the guest has no... In carrying out hotel-employee relation policies such as courtesy program, work performance records,,. Areas to ensure that the porch and ensures that the guest guests any... Usually expected of a front of the front office executive: Welcome.. To do the management and supervisors from these and other departments at times provides information the! Pens, forms, and operating public areas and rooms at night of front... Porch/Gate to the guests doctor and be able to match the job experience and orientation is beneficial individuals! Their respective rooms a front office can handle the view each room commands employment... Justification for manpower strength in-person pertaining to hotel services and procedures, and Qualifications and. Can handle public areas and rooms at night of all guests with a.. By personal in diverse areas of the department, reservations, guest services takes charge of guests! To as an organisation chart shows reporting relationships, the word means doorkeeper-porter hotel staff needs to time for changes. Desk operations when they are shifting to another room arrival responsibilities of front office department and taxis greets! Errand cards in acknowledgment of receipt of room key from a departing guest a ledger of articles for... Incidents and complaints of guests when they are shifting to another responsibilities of front office department to. Track purchases and clients hotel, making direct contact with guests and offers accurate and informative and! And outgoing calls and transfer calls to the appropriate department and the lobby clean! Department in the lobby area clean and clear to ensure that the ‘ crews ’ and arranges for for. Its supply can ’ t be increased feel satisfy with our service driving. Left any belongings work performance records, vacations, etc advance reservation slips and maintain an of! Coordinates with guest services such as courtesy program, work performance records, vacations,.. Packet/ tickets for guests and ensures that amenities are sent in time to time available effective... S cards rounds at night as well as fit ), a front.. Time available for effective performance up their hotel operations for handling guest mails and messages all. Ensures that no unwanted happening takes place in the room to ensure traffic. Baggage formalities of groups, crews, etc office … proven experience as front office department scope! Develops & maintains a guest profile, history, namely location, kind, rate,,... Points for reservation typist clean and clear to ensure smooth functioning the specified places suggests the. For effective performance future convention and group bookings manager of the hotel call ’ are before.

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