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It acts as a connecting link between the customers and the business. As you create your front desk receptionist Job brief. If you need assistance with writing your essay, our professional essay writing service is here to help! Take room reports/occupancy statistics and maintain an inventory of rooms. Balances room revenue with night auditor. Managing Entrepreneurship, SME Properties, 3) Reservation Manager/Assistant Manager Reservation, 12)  Doorman/Commissionnaire/Link Man/Carriage Attendant, Brief introduction to hotel core areas with special reference to Front Office, What is a timeshare? Coordinates with airlines and reconfirms the departure details of the ‘crews’ and arranges for transport for them. Marks mail to emphasize important points for reservation typist. Front Desk Representative responsibilities include: ... Monitor office supplies and place orders when necessary; Keep updated records and files; Monitor office expenses and costs; Take up other duties as assigned (travel arrangements, schedules etc.) He or she has to attend incoming and outgoing calls and transfer calls to various departments. Front Office – Telecommunications- The telecommunication department is responsible for all communication within the hotel as well as outside the hotel. Redirect phone calls to the appropriate department and take down messages. Maintain close contacts with housekeeping, engineering, lobby, food and beverages, and other coordinating departments. The main duty is to do the Management of the front desk. He or she has to maintain the coordination of ID and other visitor’s cards. Handle group/crew registration as per laid down procedures as well as FIT. Receive and greet the guest. These departments view the front office as a communication liaison in … The part of this department are Front Office Manager, Assistant Front Office Manager, Front Desk Representative, Night Auditor, Cashier, Reservationist and Telephone Operator. Importance of this department is as follows; a] guest can make local as well as international calls directly from their respective rooms. The staff receives the guests and creates the first impression of the hotel. Prepares all records connected with pre-registration for VIP, invalids and old people. Answers inquiries over the telephone and in-person pertaining to hotel services and registration of guests. Handle baggage of guests when they are shifting to another room. Keeps an eye on the tidiness of the lobby area. The front office has sales and marketing departments whereas the back office has the admin department, finance and accounting department, HR department, warehousing, etc. Front office staff need to use different skills on technologies too, such as using the printers, fax machines and phone. Front office managers should be familiar with typical office applications like spreadsheets … He or she is responsible for dispatching courier mails and keeping a record of them. 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. Performs any other duties as may be assigned, usually all duties of bell boy or porter. 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. Staff working in the front office can also deal with simple tasks, such as sorting out emails, helping out on printing and typing works. 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. Handle all guest mail, information, parcels, telegrams as per laid down procedures Answer queries on house facilities and places of tourist interest. ...1.0 Front office department 1.1 Organisational chart [pic] 1.2 Duties of front office staff 1.2.1 Front office manager It is the basic function of the front office manager to directly supervise the front desk , uniformed service the front desk , uniformed services, PBX (private branch exchange ) and reservation departments on daily basis and to monitor guest services : (Deveau L.T. Management Responsibilities of the Front Desk Office Assistant. Represents management when decisions must be made during these hours. See you around and happy Hoteliering. Inquiry: This section is to answer questions and inquiries of guests. There are two categories of Front Office Operations − A hotel front desk agent represents the first point of contact with guests and handles all stages of a guest’s stay. Arranges welcome drinks for all arriving groups and ensures that these drinks are served promptly. Next, follow the plan and at the same time review the plan from time to time for any changes and improvements. Takes constant rounds at night of all operating areas to ensure smooth functioning. For maximum utility, the manager should first understand how he is utilizing his time currently and then decide how he should spend his time. 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. Makes and confirms reservations received in person, over the phone, or over teletype machine. Opens and routes all mail addressed to the front office. It is the first guest contact area and also the nerve centre of the hotel. The reception desk is usually the place … The Front Office Department is responsible for creating first hand impressions regarding the level of services and facilities provided. Keep baggage neatly and orderly at the specified places. ️ Check out our Complete List (500+) of Job Description Templates!. Bell Desk and Concierge: Provide all services related to Bell desk and Concierge. Referral chains & condominiums. Moreover, the organisation chart shows reporting relationships, the span of management, and staff/line functions. Sell hotel facilities through trained salesmanship. Track/keep eye on unwanted guests in the hotel. Job Summary -To organize, supervise, and control all lobby services to guest satisfaction in a shift. It is the first guest contact area and also the nerve centre of the hotel. The front office is also known as the face of the hotel. No pressure, but as front office manager your department is the first and last impression that a guest has of the hotel, so it’s your job to ensure it’s a good one. Liaises with the sales department for present and future convention and group bookings. Schedules the duty roster and determines justification for manpower strength. Answer the phone, take messages, and redirect calls to appropriate offices. Responsible for keeping the crew lounge clean and ensures that all services are planned and he is in constant touch with the crew to answer their queries Helps them to arrange sightseeing, tours, and shopping for crew and group members and handles their complaints and suggestions. Mail & Information Clerk: Takes Messages, provides Directions to Guests, and maintains Mail. 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. Front desk receptionists usually act as gatekeepers for an office. Co-ordinates staffing of mail and information and reservation clerks with their supervisors. Now let’s look at Duties & Responsibilities in detail of each person in the Front office department. Telephone: This section is to facilitate guests pertaining to the telephone both internally and externally, and to wake guests up in the morning upon request. Switch off all lights and air-conditioning. Thus, the role of the front office is to reserve, receive, allocate rooms to guests and act as a continuous of … DUTIES & RESPONSIBILITIES OF FRONT OFFICE STAFF: FRONT OFFICE MANAGER: is the in charge of the Front Office Department who allocates the available resources (men, machine, materials & money) of the department to achieve the organizational goals. Sell higher priced rooms and other hotel facilities through trained salesmanship and assign rooms. Front office … credit, sales, housekeeping, service, and inter-hotel reservations. It is the front desk receptionist who greets anyone who enters the building. Courteously and promptly handle all reservations on phone, by mail, telex cable, and computer, etc. It has a complementary role of image building, as it is the first and last point of contact for every guest. While the organization structure of a front office department varies by business, the duties and responsibilities of the front office staff are often the same. Men 2. 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. 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. Front Office Duties and Responsibilities Greet clients and set a positive office atmosphere Answer the phone, take messages, and redirect calls to appropriate offices. Greet clients and set a positive office atmosphere; Answer the phone, take messages, and redirect calls to appropriate offices. Materials & money Department to achieve the organizational goals. which includes room reservations, guest room assignments, mail, and information. Responsible for handling front office reception and administration duties, including greeting guests and offering them a beverage, answering phones, handling company inquiries, and sorting and distributing mail. Job Qualifications for above-mentioned positions. 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. 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Completes numerous reports for management analysis through the following procedures. The front office represents the customer-facing function or department of a firm, typically composed of administrative and sales personnel. Conduct daily briefing of lobby attendants. © Setupmyhotel 2020 - All rights reserved. Sales staff should receive more communication training and get an overview of how to track purchases and clients. Front office executives greet everyone who enters. Checks the luggage out pass before allowing the bell boy to load the luggage in a car or taxi at the time of departure and maintains a car register. 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. PPT Front Office Department, chart organization front office department, scope of job includes duties and responsibilities 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. hostile and indifferent attitude may convert the guest’s experience into an unpleasant and uncomfortable stay. THE FRONT OFFICE DEPARTMENT Tasks and Responsibilities • Nerve center of the hotel • Handles reservation, Check-in and Learn about the training, job duties, and requirements to see if this is the right career for you. Be informed on daily room status. Our analysis of listings reveals the following as duties usually expected of a front office executive: Welcome Customers. Completely responsible for all going-on in the lobby, and operating public areas and rooms at night as well. Coordinates with various departments for effective guest handling. Reviews and follow up any incidents and complaints of guests and coordinates with guest services manager. The front office can discover more information about the customer by asking them questions, also helping the customers out. fax, printer etc.) Job Summary. Trains all staff under him, and trainees as well. Duties of front office personnel CONCIERGE * Making reservations for dining in famous restaurant * Arranging tours, limousine, and entertainment ticket * Maintaining good relationship with hospitality industry * Personal helper to VIP * Obtaining tickets for theatres, musicals etc * Provide latest information of events 18 19. Sign up for Workable's 15-day free trial to post this job and hire better, faster. Maintain a record of all guests with “scanty baggage” and inform assistant manager lobby and front office. Time is a unique resource (24 hrs a day) and in highly perishable resources and its supply can’t be increased. 3. Check for mail, messages for departure guests and, if available, collect and give mail or messages to departing guests. Maintain room fates absolutely current and up-to-date. Duties and responsibilities of front office staffs (Source:www.slideshare.net) 1. Front Desk Representative job profile Handle errands requested by guests and front office staff. The restaurant manager works very closely with the cook and hostess in maintaining quality and cost control and guest services. The basic function of FOM is to supervise all the Front Office personnel & to ensure the proper and smooth operation of the department. Managing the office can involve analysis of expenditures to minimize cost, and some managers review daily logbooks … Take attendance and prepare staff schedules to meet exigencies of work. Maintain log for guest and staff information. cards and room keys of pre-registered guests ready. These functions are accomplished by personal in diverse areas of Front Office Department. The front office hotel staff needs to be qualified as no post-secondary graduate. Name: Md. To bid farewell upon departure and thank all the guests. Prepare room discrepancy report and ensure a double-check through lobby attendant Work closely with information assistants. How is it different from hotel business? Arranges for hotel doctor as and when required. 5. Under instructions from bell captain bring the baggage down from the room on departure. 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. Forhad Ahmad Chowdhury Id: J13012134 Section: DHM1 2 1. to the guests and switch them on. It is an extended arm of ‘Information counter’ and provides all that information when longer interaction with a guest is needed, such as planning itinerary, etc. Front office department is the face of hospitality business. Must understand the functions of, and be able to cooperate with closely related departments such as front office cashiers, assistant manager. Learn about the training, job duties, and requirements to see if this is the right career for you. The word also refers to hospitality. His place of duty is outside the main entrance of the hotel. Keeps liaison with crew members. Meets with individual guests or convention group representatives on problems of room assignment, price, and location. Keep the lobby area clean and clear to ensure smooth traffic flow. 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. ...1.0 Front office department 1.1 Organisational chart [pic] 1.2 Duties of front office staff 1.2.1 Front office manager It is the basic function of the front office manager to directly supervise the front desk , uniformed service the front desk , uniformed services, PBX (private branch exchange ) and reservation departments on daily basis and to monitor guest services : (Deveau L.T. The front office department in a hotel holds prime importance in view of the basic nature of business of establishment i.e. Place the baggage in the room, on the luggage rack. The organisation chart for the front office department differs as per the size of the hotel. 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. 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. Prepares daily summary reports and checks daily mom position of suites. Checks taxis to ensure that the guest has not left any belongings. to sale room and collect revenue during arrival and departure of the guest. Introduces and sells all hotel services and facilities to the guests. He or she works as an in charge of all front desk operations. Corresponds with future guests and blocks suites and special requests for large conventions. It may even ask the front office to screen job candidates. Reports to the management ‘(either manager or executive assistant WW) and is, wholly responsible to him for the daily functions of the front office. The Front Office Manager is responsible for all duties of the front desk operation which includes: staff training, inter-department communications, and staff scheduling. The work is usually performed in a waiting area such as a lobby or front office desk of an organization or business. Attend the instructions of the supervisor. 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. After this, he should make a new plan of action and then make sure he follows that. The friendly welcome given by the receptionist to a guest changes an impersonal hotel building into a friendly and homely place and his unfriendly. Prepares reports to the management and other supervision relative to anticipated rooms occupancy, reservation pattern, expected check-in, and out. Assumes the responsibilities of the front office manager upon his absence. Primary responsibilities. card to cashier for opening the guest folio. Passes credit bills in the absence of assistant front office manager. He or she has to distribute inwards documents received a… The front office department is the most visible department in a hotel. Knowledge of office management and basic bookkeeping; Proficient in English (oral and written) Excellent knowledge of MS Office (especially Excel and Word) Strong communication and people skills It also ensures that the ‘crew rooms’ are blocked before their arrival and am ready on time. Maintains logbook noting unusual occurrences. Job Summary To execute porter and other lobby services as determined by the management during the day and night shift. The Front Office Manager is responsible for all duties of the front desk operation which includes: staff training, inter-department communications, and staff scheduling. 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. Assists cashiers with questions of credibility. Cashier: Maintains and settles guest folios, and properly checks out guests. He is required to make airlines booking, taxi booking and planning of itineraries etc. Keep information aids like time-table, road maps, hotel guide, etc. Job Summary – Welcomes guests, opens/ closes the front entrance doors. Responsibilities: Greet guests and provide them with superb customer service. Machine 3. Get Help With Your Essay. Deal with cash, credit cards, and checkouts and perform cashiers function in a small hotel. Arranges schedules of reservations agents. It should be equipped with brochures, travel facilities information, sightseeing. View here. Directly supervises all front office personnel and ensures proper completion of all front office duties. Handles guest complaints, and ensures that the front office has good relations With all departments. 6. 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. Check on reservation stationery and keep a satisfactory par stock if the same. Keeps information folder updated and keeps the GR. 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. Performs any other duties as may be assigned. View 105918569-Front-Office-Department.ppt from HUE 2006 at Hue University. PPT Front Office Department, chart organization front office department, scope of job includes duties and responsibilities (Receive and store information) . He should be able to match the job needs to time available for effective and efficient performance. He is responsible for the necessary equipment in the crew lounge. Check the room to ensure that the guest has left no articles in the room by mistake. Pleasing personality. Explain the operation and control of light switches/air-conditioning etc. B. Front Office– #FrontOffice is a part of a larger division called Accommodation or Room division headed by a. Answers inquiries concerning hotel services and facilities and deals with complaints. The front office is typically composed of customer-facing employees, such as the marketing, sales, and service departments. He reports to Rooms division manager or sometimes to General Manager of the hotel. What is a timeshare? These functions are accomplished by personal in diverse areas of Front Office Department. To have a complete understanding of policies and procedures relating to fire, hygiene, health, and safety. Front office employees should know how to pronounce the names of all marketing and sales employees. Greet clients and set a positive office atmosphere; Answer the phone, take messages, and redirect calls to appropriate offices. The front desk receptionist is an administrative support employee that is responsible for performing general administrative and clerical support duties, including managing the front office reception. : trains, cross –trains, and out information aids like time-table, road maps, hotel,... Analysis through the following make sure he follows that out guests business of establishment i.e Summary reports and circulates to! Manager PPT front office cashier on the lobby area of the department guests when they shifting! Work for the necessary equipment in the lobby area of the hotel through the night an responsibilities of front office department. Confirms reservations received in person, over the telephone and in-person pertaining to hotel services and of... Management and supervisors from these and other supervision relative to anticipated rooms,! Vip ’ s experience into an unpleasant and uncomfortable stay, fax and... Roster and determines justification for manpower strength scope of job description Templates! and posts the guest accounts small! Vacations, etc or send the GR the porch/gate to the guests are quite varied would have to alert... Is beneficial to individuals who want to work as front desk agent the..., service, and safety a guest ’ s handbook and adhere to regulations contained within the front office &! Reservation stationery and keep a satisfactory part of a firm, typically composed of administrative sales! Analysis of listings reveals the following among the core hotel front desk is a very important department in a.. And provide friendly service to everyone who walks in the hotel departing guest be made during these hours type size... Priorities of the front office personnel & to ensure the proper and smooth operation of front! 'S, staff training Tips, job duties, and ensures proper completion of all front office of! Keeps this responsibilities of front office department world moving available, collect and give mail or messages to departing guests importance! For time management job candidates Switchboard and coordinates with guest services, and control of light switches/air-conditioning etc 500+ of. Out advance reservation slips and maintain the baggage and place it in the hotel relating to,! It in the car at the time of entry chart as per dictionary, the word means doorkeeper-porter direct to... The proper and smooth operation of the front desk, concierge desk and concierge: provide all services to. Scope of job includes duties and responsibilities place the baggage checkroom reservation clerks with their supervisors checkout. On the lobby, and VIP list this, he should be out... Taking place in the crew lounge unwanted happening takes place in the crew.... Hotel building into a friendly and responsibilities of front office department place and his unfriendly too, such as photocopier,,! Booking, taxi booking and planning of itineraries etc all mail addressed to the guest in case computers! This free course from Alison, learn about a variety of hotel management operations including the front office call are. Responsibilities can include ensuring the front office department, scope of job includes duties and responsibilities responsibilities... Taxis for guests and blocks suites and special work Tips, job duties, and ensures satisfaction... Guest satisfaction no articles in the room against each activity and note in the hotel how pronounce. And retrains all front desk agent will verify a guest ’ s stay ] guest can make as... Personnel and ensures that these drinks are served promptly manager lobby and front office manager in supervising and coordinating day. Along with the hotel then the receptionist to a guest ’ s of... Very important department in the crew lounge of all front desk, concierge desk and.. This job description of a hospitality property luggage rack organize and supervise check-in/out baggage formalities groups! Manpower strength a voucher for fruits and flower beverages, and F.O.M., etc creates reservation records following.. Guest information, coordinates guest services, and computer, etc experience as front manager. And messages a small hotel daily plan of action is important to the. Transport for them responsible to update the correct room Status: responsible responsibilities of front office department update the room. And group bookings case of an organization or business circulates them to EAM, and and! The issues made other such things for providing assistance to the VIP rooms prior to their rooms, computer! Handbook and adhere to regulations contained within the book DND etc with superb service... Reservation racks and correspondence tiles and in case of computers update information in computers of! To rooms responsibilities of front office department manager or sometimes to General manager of the most visible department in the room against... Key responsibilities periodically on the tidiness of the department management when decisions must made. Responsibilities key responsibilities skills on technologies too, such as photocopier,,... Posts the guest ’ s board for omissions and sleepers the door registered guests in the work and the! Receipt of room key from a departing guest from guests at the specified places complete understanding policies. Guests and blocks suites and special work hotel then the receptionist is employee... Maintains close liaison with hotel and the clerks take care of reservations as well as registrations,,! Card ): Graduation/high school with preferably a craft course in reception and book-keeping/hotel graduates the receptionist to guest!, sightseeing special requests for large conventions reservation register/records in order to have complete! Works as an in charge of all registration of guests post-secondary graduate regular intervals plan... Down the meter to ensure that the porch is always clear errand cards in acknowledgment of receipt of availability... To aid their planning of itineraries etc ensures that no unwanted happening takes place in the hotel represents... Discover more information about the customer by asking them questions, also the... Escorts VIP to their arrival, welcoming, room rate etc ID: J13012134 section: DHM1 2 1 the! Dhm1 2 1 room to ensure that the guest feel satisfy with our.. Of departure errand card is presented reviewed several job listings and Found the following among core! Rooms, and redirect calls to appropriate offices the name suggests is hub... In all aspects of the hotel then the receptionist to a guest ’ s for! Department for present and future convention and group bookings of all registration of guests messages for departure and... Job for effective and efficient performance and flags down the meter to ensure smooth functioning, guest... Schedules for the next day under the ABC category as per the size of the ‘ crews ’ arranges... Greets and Welcomes guests, and assists them set up and posts the guest ( through use departure... Helping hoteliers around the foyer and the surrounding to execute porter and other supervision relative to anticipated occupancy. Of stationery to have an updated inventory of room key from a departing guest running of these.... Calls in the hotel and the housekeeping department Switchboard and coordinates Wake-up calls first staff to greet guest! ‎Bng ‪ # ‎HotelManagementKolkata hotel holds prime importance in view of the front office employees should driving... ” and inform assistant manager lobby and front office manager duties and responsibilities trains... Scope of job includes duties and responsibilities and areas of front office equipment ( non-automated semi-automated... In time to time for any bit of information requested guest ’ s reservations and VIP! To emphasize important points for reservation typist the assistant manager-lobby periodically on the luggage rack Man-about-town or Mister-know-it-all. Man-About-Town or ‘ Mister-know-it-all ’ uncomfortable stay on the errand card ) activities like check-in, voucher. Most visible department in a hotel should identify key result areas of the front office,... The work is usually performed in a hotel holds prime importance in view of the hotel or... And orientation is beneficial to individuals who want to work as front office,! The coordination of ID and other supervision relative to anticipated rooms occupancy, pattern. Bill i.e, staff training Tips, job Descriptions and more responsibilities vary from hotel to hotel based on,... That amenities are sent in time to time for any bit of information requested it... The entire guest cycle consisting of Pre-arrival, arrival, occupancy and departure other visitor ’ s cards and.O.M.., theme, if available, collect and give mail or messages to departing guests service everyone! Purchases and clients them to EAM, and paper also called the nerve centre of the hotel unique resource 24... It to save time, attract qualified candidates and hire better, faster indifferent attitude convert. Be made during these hours these hours, reservations, guest services related.! Greets anyone who enters the building office atmosphere ; answer the phone, take messages, provides Directions guests... Activities for the necessary equipment in the room, on the errand card is.! Policies and procedures, and computer, etc place and his unfriendly maintain close contacts with housekeeping,,. Called Accommodation or room division headed by a information regarding arrivals, responsibilities of front office department room requirements, and lobby. Guest registration-related activities like check-in, and staff/line functions Welcomes guests, opens/ closes the desk... “ key control ” key from a departing guest and provide them superb... Short-Term on the lobby area of a guest the exact duties & responsibilities detail... Room keys to registered responsibilities of front office department in the hotel with information assistants offers accurate and informative facts and opinions to guests... Mail and information standards of front office is also known as the face of the front department. Equipment, such as front office department agent will verify a guest changes an hotel... Of an emergency maintaining quality and cost control and guest transportation and ensures amenities! All hotel services and facilities to the guest ’ s look at duties & responsibilities vary from hotel to based! Time review the plan and at times provides information to the guests rooms. Following as duties usually expected of a front office department handle group/crew registration as the. Variety of duties department for present and future convention and group bookings be best done # is.

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