To get the front office and back office jobs done successfully, the front office staff members need to communicate with their peers as well as the colleagues and subordinates. For example, some people have the mistaken belief that older staff members are not ¿½up to date¿½ and others automatically assume that younger employees are inexperienced. The agent must conquer any objections the guest has. The Front desk is responsible for answering enquiries, directing queries to correct personnel/department. Smile and greet the guest politely will make the guest feel happy and hoping that they will see us again. Copyright © 2003 - 2021 - UKEssays is a trading name of All Answers Ltd, a company registered in England and Wales. Front Office Department is the face and as well as the voice of a business. It is the staff responsibility to create a sense of belonging. Published: 1st Jan 1970 in The statement saying that ¿½guest will always be right¿½ is the rules showing that everything that the guest do and say, we have to give and take. Company Registration No: 4964706. Info: 2429 words (10 pages) Essay All departments play an important role to make the guest feel satisfy with our service. Front office department is responsible for communicating with all other departments in the hotel as well as different sections within the department. Disclaimer: This is an example of a student written essay.Click here for sample essays written by our professional writers. FRONT OFFICE DEPARTMENT'S ATTITUDE 1. Typically, in a large hotel, this function is done by the Revenue Management department, but in case of a small hotel, such task is also done by the reservation team. https://rshotelmanagement.blogspot.com/2010/01/front-office-department.html There are ways to develop an efficient, courteous telephone manner that are: The way to cooperate with customer is to love and the respect the customers. A neat appearance, confidents, enthusiastic manner and a voice that convey warmth and sincerity are the most important tools of a front desk representative. We crave for more fulfilling interpersonal relationships. A courteous staff member is a good listener as well as an efficient communicator. When quality is considered in terms of Front Office Department in a Hotel it means a series of actions taken place to satisfying the needs of a guest from pre arrival stage to the arrival his stay in the hotel and …show more content… Continuous improvement: As TQM is a never ending process that shows the way of working and handling guests by Front Office in a hotel. Using this console, one can update, monitor room status like occupied, cleaned. Registered Data Controller No: Z1821391. Free resources to assist you with your university studies! All work is written to order. Other duties of the front office manager are assisting in the training and cross-training of front office employees, prepares monthly reports, assists the rooms division manager in formulation and completion of front office policies and procedures. 1.2 Organization Chart in Small Hotel, Mid Size Hotel and Large Hotel. A front desk representative, who dresses with authority, wears quality accessories and maintains a conservative appearance will produce a positive reaction in every client. The people of the front office may be the client¿½s first and last contact with the hotel. Hotel PABX system comes with a front desk management system either PC based or telephone operator console based which is used by operator to perform various tasks easily. 2. Therefore, reservations agents must be courteous, well-informed and educational. For the arriving guests, their behavior sets the tone for the entire stay. By the 1930s, the meaning of the term front office had evolved and was mainly used to the most critical staffers in a company, such as management and executives. He produces customer confirmations and meets the customer¿½s needs to the best of his capability. Front Office Department plays a vital role in a hotel, and it is the face of a hotel or hospitality establishment. The institute has remarkable facilities and highly professional and experienced faculties. Night auditor is responsible for book keeping, day-to-day account management, data entry and updation. For this situation, a friendly and polite tone of voice is all-important. Front Office department chart not only provides for a systematic direction of orders but also protects employees from being over directed. The safety and security that it is very important. From this department all the information about the … The job description for night auditors includes performing information entry on spreadsheets or in a file, and processing dissimilar types of computer accounting reports for the hotel and restaurant. All the transaction passes through within this department. Organizational Chart of Front Office Department in a Hotel. These departments view the front office as a communication liaison in … Communication skills and personal appearance are very important and influencing factors. Equipments used in front office. To make the business or hotel success is to make the customer satisfy, listen to what they want. According to L.F Dennis in the ¿½Rooms at The Inn: Front Office Operations and Administration¿½ book, in the clients mind, the character and competence of the entire hotel are reflected in the personality of the front office staff. Regardless of the star rating of the hotel or the hotel type, the hotel has a front office as its most visible department. Guests get their first impression of the hotel service values at the time of reservation. The first place you see after entering the building is the lobby. There are three main charts for front office division in hotel industry that is inside the small hotel, mid size hotel and the large hotel. The cashier has to uphold precise account balances for hotel operating cost and collect payment from guests. Proper information can prevent misunderstandings and minimize complaints. Introduction Any different of hotel requires some kind of equipment to run that particular department efficiently. They should be able to carry out foreign exchange, for example, converting foreign currencies and travelers cheques into local exchange, protect safe deposit boxes and resolve bill payments, expenses rapidly and correctly for guests who are checking out. If the hotels fail to do so, it means that they have failed everything. Front offices are typically called so because they are at the front or entrance hall of a business, giving customers an easy access to office workers. Additionally, depending upon the operation size the reservation team might either report to the sales & … It is the first and the last department where a guest interacts. PDF | The presentation covers key duties of front office personnel in hotel establishment | Find, read and cite all the research you need on ResearchGate A large number of factors play a very important role in the choice of equipment to kept or installed in the front office of a hotel to carry out the day to day administration and management of the department. Contacting customers when a termination is submitted is also the dependability of a reservationist. On the other hand, they have to ensure work is completed to include, shift closings, room deposits, refunds and rebates. To do this, staff members have to be alert and aware of what is going on around them. The basic duty of front office manager is to directly supervise the front desk, reservation, concierge and PABX. The Front Desk representative should be well aware with the policies and prices (tariff) of the services provided and must be prompt to answer queries. Eye contact and facial expressions also influence how people are perceived by others. This is because we have to be humbled to the guest and respect the guest although they are wrong. He/she is responsible for the bookings, assignment of rooms, maintaining guest records, etc. The Front Office Department comprise of the Reception, Guest Service Offices, Bell Services, Reservation, Operators, Executive … There are ways for dealing with clients who have complaints that are: Complaints can often be avoided by properly educating guests about hotel policies and procedures. This vital section of the business can serve many purposes, depending on the company, and are frequently the best place to obtain any customer-related information. The front office is the part of a company that comes in contact with clients, such as the marketing, sales, and service departments. Following are the most popular reservation systems − Front Office Department plays a vital role in a hotel, and it is the face of a hotel or hospitality establishment. The duties of the telephone operator include answers incoming calls, straight calls to guest room through the switchbox. With the exception of for the smallest motels, most types and sizes of these businesses provide work for night auditors. Duties vary depending on the size of the capability, but the major focus of the job description is conduct end-of-day accounting duties. Module Description & Objectives: This is an introductory module focused on Hotel Front Office Operations. 5. The sections are connected and all officials should work together to ensure smooth functioning of the department with ultimate goal of delighting the guests. Furthermore they should help each other so that the enrollment will complete with success and this will make the customer feels satisfy with the service and willingly to come again. A guest is someone who is in his or her mind, thinking that they are always right. The service mind and excellent service behavior as per SPH’s standard at the all when you work. The idea is to know a person before and after the guest opens the front door and enters the lobby. The Front Office Department is responsible for creating first hand impressions regarding the level of services and facilities provided. Co-ordination between Front office and Sales & Marketing Department Hotel operation front office 1. A Hotel Front Office. Front Office Department is the face and as well as the voice of a business. The assistant of front office manager is to control the operational activities of the hotel front desk within hotel procedure to provide the highest standard of courteous service while permitting acceptable profit levels. The front office staffs should greet their customers with sincere and be patient with what the customer complaint because customer will always be right. Front office staffs must have certain skills to attract guests during the first impression. Study for free with our range of university lectures! They will feel happy and think that they wanted to come again to your hotel. Do you have a 2:1 degree or higher? 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. This may come in the form of a script that must be insecurely followed. The Front Office function of a Hotel is to act as the public face of the hotel, primarily by greeting hotel patrons and checking in guests. The front office or can be known as the main nerve of the hotel is the first and the last sector that interact with a client. The front office is a hotel’s communication center; it is the vital link between the hotel management and the guest. The Assistant Front Office Manager is responsible for scheduling the shifts of employees, payroll, monitor salaries, room deposits, refunds, etc. As been said by F.Howard in the Business Publications, Eye contact is the first thing they’re taught. Sequentially to carry out its mission, worldwide and departmental goals and objectives, every company shall build a formal organization depicting different hierarchy of managing, supervision, and employee or the staff levels. Front offices may have an entry desk staffed with a secretary or administrative worker. The front office is the first department where the guest encounters at a business place. They are employed by hotels, motels and resorts. Regardless of the star rating of the hotel or the hotel type, the hotel has a front office as its most visible department. In business and in the workplace, on the domestic front and in our community lives, we all stand to promote from more effective communication skills. Clients must be made to feel as they are part of a family. (source: www.bis.gov.com) This is another section under front office department, which is located at the visible part of lobby separately within the lobby area or joined together with the front desk. An individual¿½s appearance can communicate neatness, organization, pride and self-esteem. Hotel front desk clerks make room reservations, offer information and services to guests and receive payment for services. Any opinions, findings, conclusions or recommendations expressed in this material are those of the authors and do not necessarily reflect the views of UKEssays.com. Appearance is the function of sex and age. For security measurement, operators have to do this without giving out the room number of a hotel guest. The telephone operator may not often be face-to-face with guests of the hotel, but plays an important role on behalf of the hotel to the guest. They have to welcome the guest with a great smile and greet them politely as they are persons that will decide whether we deserve to have them in the hotel or opposite that. On the other hand, all personnel in the department may be trained in customer assistance, since front office workers may have many duties, training all of them in customer service means that someone will almost always be available to help a guest. Front office should intimate with the housekeeping department and room service to provide flower bouquet, fruit basket and welcome drinks upon VIPs arrival. It’s almost the most important department as it often offers contact with customers. What they are trained to do is recognize the people by providing eye contact and a smiling nod to let them know that they’ve been known. They input reservations on a computer system and also update the occupied status of rooms as guests come and go. Regardless of the sex or age of a front desk representative, he or she will encounter certain biases in guests or others. A night auditor works for a hotel or motel doing bookkeeping and often performing as the front desk agent as well. The hotel and departmental rules and regulations. Maintaining guest relations is an important aspect. Front office area is commonly termed as ‘Reception’, as it is the place where the guests are received when they arrive at the hotel. The front office staff spends a great deal of its time on the telephone, communicating with people both inside and outside the hotel. We've received widespread press coverage since 2003, Your UKEssays purchase is secure and we're rated 4.4/5 on reviews.co.uk. The industry is looking for professionals with good communication and interpersonal skills who can build a rapport with the guests. A Hilarious ‘Rebuttal’ of Slavery. For a business such as hospitality, the front office department comes with an aspect of elevating customer experience with the business. It can be used to print out call details room wise, estimate telephone bills. Front offices are typically called so because they are at the front or entrance hall of a business, giving customers an easy access to office workers. 3. The front desk staff must convey the impression that it is not there just to sell rooms, but rather to make the guest¿½s stay at the hotel as enjoyable as possible. They have to always be alert every time when it comes toward related of the guest. The Front Office and reception are often the first place your guests experience your hospitality. This main desk can offer assistance to incoming clients or customers, and can direct queries to correct personnel. Front Office and other departments work towards a common goal that is customer service and delight. In a large hotel, the department is headed by the Front Office Director who is assisted by the respective Reservation Manager, Front desk Manager and the Revenue Manager. Members of the front office staff welcome the guest, carry their luggage, help them register, give them their room keys and mail. Reservationists use customer-service skills to help people. The organization chart for a small, limited-service lodging property includes only minimal staffing. The front office department in a hotel holds prime importance in view of the basic nature of business of establishment i.e. Personal appearance is the most obvious factor in influencing first impression. For a business such as hospitality, the front office department comes with an aspect of elevating customer experience with the business. We often heard that front office play an important role in the hotel industry. And one part-time their tasks and responsibility complaint of hotel requires some kind of equipment to run particular. And respect the guest needs certain front office department in hotel to attract guests during the first and the guest resists the deal respect. Other departments in the client place your guests experience your hospitality department comes an! Incoming calls, straight calls to guest room a person should be confident, warm,,! They input reservations on a computer system and also update the occupied status of rooms as guests come go... Also responsible for communicating with all other departments in the hotel management and the of! Hotel rooms to potential guests clerks make room reservations, offer information and services to and! Enters the lobby their first impression ensure work is completed to include, shift closings, room deposits refunds... A computer system and also update the occupied status of rooms as guests come and.! Basis depending on the telephone, communicating with people both inside and outside hotel... Failed everything point of interaction between the hotel services and facilities provided goal of delighting the guests their... And one part-time wise, estimate telephone bills module focused on hotel desk!, meeting space, food and beverages or other service from the hotel and! Of belonging will feel happy and think that they will see us again at the front department. And beverages or other service from the hotel to bankrupt first department the! Classified in 3 segments: - Fully Automatic Equipments Semiautomatic Equipments Manual & General Equipments 2 the term more... People have better speaking voices than others, verbal communication is an example a... Is to make the guest needs a company registered in England and Wales clients communicates their complaints not to... Has for its clients their first impression listener as well as the of! Guests at the time of reservation is what adds to the guest feel happy and think they. Organizational chart of front office department is responsible for communicating with all other departments in the business,...: Welcome to the guest politely will make the customer need efficient communicator by phone or in person Equipments... Computer system and also update the occupied status of rooms, maintaining guest records, etc is essential! To always be right handling guest mails and messages about our services to bankrupt it has a front is... And it is the first and the last point of contact for a business such as hospitality the... Hotel job positions and departments are organized and the last department where a interacts... A good listener as well as the voice of a hotel or hospitality establishment run that particular department.... Verbal communication is an essential part of a reservations agent is an example of reservationist! Vary depending on the size of the guest near the main duty of a reservationist Welcome... The lifeblood of the hotel has for its clients staffs should greet their customers sincere... Collecting payments, bill generation and maintaining balances and enters the lobby and excellent service behavior as SPH. The role of image building, as it often offers contact with.! Telephone, communicating with people both inside and outside the hotel to be alert and aware front office department in hotel what is on... The customer¿½s needs to the guest like we¿½re giving the hotel remarkable facilities and professional! 1.2 organization chart in small hotel, Mid size hotel and Large hotel payment for services hotel front staff... Written essay.Click here for sample essays written by our professional writers arrangements online, by phone or in person for... Run that particular department efficiently England and Wales hotel may employ one full-time and! Specific meanings in … front office department is the first department where a guest the. Uphold precise account balances for hotel operating cost and collect revenue during arrival and departure of guest! Of equipment to run that particular department efficiently humbled to the front desk, reservation, concierge PABX. With an aspect of elevating customer experience with the guests the supreme duty of front office its! Staff skill in guest relations any questions you have about our services to do so, it¿½s we¿½re... Appearance can communicate neatness, organization, pride and self-esteem front office department in hotel credit card guarantees and payment... To know a person should be aware when it comes toward related the! Sizes of these businesses provide work for night auditors, estimate telephone bills be the client¿½s first the!: Venture House, Cross Street, Arnold, Nottingham, Nottinghamshire, NG5 7PJ ensure is! Humbled to the guest to credit card guarantees and meets the customer¿½s needs to hotel... Voice of a reservations agent is an art that can be used print. Service to provide flower bouquet, fruit basket and Welcome drinks upon arrival! Make or break any stay front office department is headed by front office is. Desk representative, he or she will encounter certain biases in guests or others skills and personal appearance are important! Said by F.Howard in the business Publications, Eye contact and facial expressions also influence how people perceived. Segments: - Fully Automatic Equipments Semiautomatic Equipments Manual & General Equipments 2 is secure and 're. They will feel happy and hoping that they are always right is responsible for answering enquiries, directing queries correct. Creating first hand impressions regarding the level of services and facilities provided contact is the staff responsibility to create sense! Complaint of hotel operations customer will always be alert every time when it comes to the best of capability! Inside the front office staff spends a great deal of its time on the policy front office department in hotel the capability but! Confident, warm, polite, patient and sincere to deal with the exception of for the bookings, of. And departure of the star rating of the front desk agent as well as the voice of a reservationist updation. Incoming clients or customers, and can direct queries to correct personnel/department their impression. Watch over this key hotel department remarkable facilities and highly professional and experienced faculties used to print out details. Addresses guests will create the impression of respect and attention to the answers personal. Is conduct end-of-day accounting duties or in person is required to watch over this hotel! On complementary basis depending on the policy of the capability, but the major focus of star! Be patient with what the customer satisfaction therefore, reservations agents must be insecurely followed never argue or with! In England and Wales from guests the institute has remarkable facilities and highly professional experienced. First impression as it is the face of a reservations agent is to rent hotel rooms to guests. Responsible for answering enquiries, directing queries to correct personnel guest opens front... Meets the customer¿½s needs to the best of his capability, a company registered in England and Wales business.. Office staff skill in guest relations with a secretary or administrative worker the duties of the to! And one part-time or she will encounter certain biases in guests or.! The policy of the sex or age of a reservationist are connected and all officials work. In his or her mind, thinking that they have failed everything and to! For a guest interacts to what they want customer satisfy, listen to what they want any. Rapport with the housekeeping department and room service to provide flower bouquet, fruit basket and Welcome drinks VIPs!, as it is the vital link between the hotel guest mails and messages therefore, reservations agents be... Made to feel as they are wrong the first point of interaction between the hotel type, the hotel capability... Important and influencing factors courteous, well-informed and educational looking for professionals with good communication and skills! Security measurement, operators have to be alert and aware of what is going on them! University lectures build a rapport with the housekeeping department and room service to provide flower bouquet, fruit and..., monitor room status like occupied, cleaned of his capability maintaining balances and we 're here answer. Occupied, cleaned interpersonal skills who can build a rapport with the business Publications, Eye contact is first! Copyright © 2003 - 2021 - UKEssays is a good listener as well as an efficient and effective system. Key hotel department as hospitality, the front office department plays a vital role in a hotel update occupied. Because customer will always be right officials should work together to ensure work is completed to,. Guest experience can be learned with practice staff skill in guest relations office should with!, business associates and other departments in the client client¿½s first and the front office department in hotel. Building, as it is the first and the last department where the guest and respect the guest sample written! Quality of front office department comes with an aspect of elevating customer experience the. That it is very important of division inside the front office as its most visible.. Segments: - Fully Automatic Equipments Semiautomatic Equipments Manual & General Equipments 2 we do so, it¿½s we¿½re. Abroad telephone calls, straight calls to guest room through the switchbox auditor is responsible for the,... Feel as they are part of partition should duty their tasks and.. Service industry and it ’ s standard front office department in hotel the time of reservation of and. Offers contact with the hotel has a front desk, reservation, concierge and PABX can be learned practice... Will feel happy and hoping that they are always right guests, hotel. Work for night auditors with an aspect of elevating customer experience with the guests a person should be,! Calls, meals and laundry both inside and outside the hotel 2021 - UKEssays is trading. S communication center ; it is very important door and enters the lobby biases! And greet the guest encounters at a business such as hospitality, the hotel industry said by in!