The concierge may also handle room keys and does paging of guests Calls guests (after they have been roomed) to ask whether they require any immediate service. Maintain log for guest and staff information. If the front office is the hub of the hotel then the receptionist is aptly called the person who keeps this hotel world moving. Keeps the keys of incoming guest car orderly. It is a French word and as per dictionary, the word means doorkeeper-porter. Responsible also for any miscellaneous duties assigned by the front office manager. Be informed on daily room status. The friendly welcome given by the receptionist to a guest changes an impersonal hotel building into a friendly and homely place and his unfriendly. Reviews and follow up any incidents and complaints of guests and coordinates with guest services manager. The duties and responsibilities of a front office executive are as follows: 1. The part of this department are Front Office Manager, Assistant Front Office Manager, Front Desk Representative, Night Auditor, Cashier, Reservationist and Telephone Operator. Assists cashiers with questions of credibility. 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. Director of Accommodation Division. Under instructions from bell captain bring the baggage down from the room on departure. Organize and maintain files and records; update when necessary FRONT OFFICE MANAGER DUTIES AND RESPONSIBILITIES: Trains, cross –trains, and retrains all front office personnel. Job Summary. Place the baggage in the room, on the luggage rack. The Front Office Department is responsible for creating first hand impressions regarding the level of services and facilities provided. hostile and indifferent attitude may convert the guest’s experience into an unpleasant and uncomfortable stay. Corresponds with future guests and blocks suites and special requests for large conventions. Front office employees should know how to pronounce the names of all marketing and sales employees. 1.1.1 Front Office Manager Thus, the role of the front office is to reserve, receive, allocate rooms to guests and act as a continuous of … Guest Database: Develops & maintains a Comprehensive Database of Guest Information. In addition to this job description of a front office manager include the following. Prepares reports to the management and other supervision relative to anticipated rooms occupancy, reservation pattern, expected check-in, and out. Completes reports on the geographical surveys. To have a complete understanding of the hotel employee’s handbook and adhere to regulations contained within the book. Front office staff need to use different skills on technologies too, such as using the printers, fax machines and phone. 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. The activities showing a wide difference between actual and desirable are possibly time problem areas of the manager. Sales staff should receive more communication training and get an overview of how to track purchases and clients. Prepares all records connected with pre-registration for VIP, invalids and old people. 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 Track/keep eye on unwanted guests in the hotel. Receive and greet the guest. Learn about the training, job duties, and requirements to see if this is the right career for you. Ensures smooth traffic flow in the porch and ensures that the porch is always clear. Types and files reservation slips. Sign up for Workable's 15-day free trial to post this job and hire better, faster. 6. It has a complementary role of image building, as it is the first and last point of contact for every guest. They allow access to other employees, answer phones, transfer calls, schedule appointments, answer questions, give directions and manage the flow of traffic in the office. and any other special requests. It also looks after the training program for new staff. 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. 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. Office Assistant Duties responsibilities include: Organizing the office and assisting associates to optimize processes; Sorting and distributing communications in a timely manner ; Using "back-office" computer systems (ERP software) Hiring an office assistant? ...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. Supervises the operation of the hotel through the night. for guests and offers accurate and informative facts and opinions to the guests. Purpose: Responsible to the Front Office Manager for Checking in and Out the Hotel Guests, assisting Our Guest Efficiently, courteously and professionally in all Front Office Related functions, and to maintain a high standard of service and Hospitality at all times. Handles guest complaints, and ensures that the front office has good relations With all departments. The Front Office develops and maintains a comprehensive database of guest information, coordinates guest services, and ensures guest satisfaction. He is responsible for the necessary equipment in the crew lounge. Provides other information about the hotel and city. Checks taxis to ensure that the guest has not left any belongings. credit, sales, housekeeping, service, and inter-hotel reservations. Report keys not retrieved or lost to the front office manager at once. It can be defined as a front of the housing department located around the foyer and the lobby area of a hospitality property. Answer all client questions and incoming calls. Dispatches security officers to investigate disturbance or investigates himself. Primary responsibilities. Maintain a record of all guests with “scanty baggage” and inform assistant manager lobby and front office. 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. These functions are accomplished by personal in diverse areas of Front Office Department. Front Office, Its Functions and Co ordinations with Various Departments Front office. Distribute room keys to registered guests in the hotel when the arrival errand card is presented. Further, he should be able to identify the wastage of time that he is doing currently He should then master his time wasters. 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. shopping and other such things for providing assistance to the guest. Minimum Educational Qualification: Graduation/high school with preferably a craft course in reception and book-keeping/hotel graduates. There are two categories of Front Office Operations − 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. fax, printer etc.) ...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. Reliability and a strong work ethic combined with great communication skills are a must, as well as familiarity with all necessary office equipment, software, and procedures. Attend to guest complaints and handle telephone calls in the absence of assistant manager-lobby. Obtain clearance from the front office cashier on the errand card regarding the bill i.e. Staff working in the front office can also deal with simple tasks, such as sorting out emails, helping out on printing and typing works. 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. 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. The Front Office Manager is responsible for all duties of the front desk operation which includes: staff training, inter-department communications, and staff scheduling. Assumes the responsibilities of the front office manager upon his absence. Handle baggage of guests when they are shifting to another room. Front office … Should know driving to assist the guest in case of an emergency. Handle departure of the guest (through use of departure errand card). Carry out amendments and cancellations intelligently and accurately. PPT Front Office Department, chart organization front office department, scope of job includes duties and responsibilities A typical day as a hotel front desk agent, involves registering/booking guests in and out of their rooms, while accommodating any special requests. Advise the assistant manager-lobby periodically on the performance of lobby attendants, and at times provides information to the guest. The word also refers to hospitality. (Receive and store information) . 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. (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. Aids and promotes in carrying out hotel-employee relation policies such as courtesy program, work performance records, vacations, etc. It should be equipped with brochures, travel facilities information, sightseeing. Coordinates with various departments for effective guest handling. View 105918569-Front-Office-Department.ppt from HUE 2006 at Hue University. Responsibilities: Greet guests and provide them with superb customer service. Ensures their ‘Wake up call’ are given on time. Unusually resourceful and knowledgeable about the hotel and the surrounding. Listing all activities for the next day under the ABC category as per the urgency and importance of the job. ️ Check out our Complete List (500+) of Job Description Templates!. Types confirmation slips. Reservation Agent: Responds to Reservation Requests and creates Reservation Records. Use it to save time, attract qualified candidates and hire best employees. Job Summary To execute porter and other lobby services as determined by the management during the day and night shift. 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. Job Summary – Welcomes guests, opens/ closes the front entrance doors. 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. 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. 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. . The main function of this department is Reservation, Guest service, Check-in, Check-out, Telephone, Finance & Cashiering, Foreign Exchange, Room Assignment, Inquiry etc. 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. Further, he should understand that some of the time-wasters are: The strategies for Time Management include and means. Courteously and promptly handle all reservations on phone, by mail, telex cable, and computer, etc. PPT Front Office Department, chart organization front office department, scope of job includes duties and responsibilities Answer the phone, take messages, and redirect calls to appropriate offices. Set up and posts the guest accounts in small hotels. Arranges welcome drinks for all arriving groups and ensures that these drinks are served promptly. Prepare monthly reports and budget for front office department. 4. Keep information aids like time-table, road maps, hotel guide, etc. Take attendance and prepare staff schedules to meet exigencies of work. 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. 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.) Since 2012 Setupmyhotel.com is helping hoteliers around the world to set up their hotel operations. Reviewing current standards of front office services and procedures, and implementing new practices if required. Mail also schedule meetings and travel for executives. Machine 3. Ensure the front desk is neat, presentable, and equipped with all the necessary supplies such as pens, forms, and paper. Answer phones and operate a switchboard. Front Desk Agent: Registers guests, and maintains room availability information. Keeps information folder updated and keeps the GR. Must understand the functions of, and be able to cooperate with closely related departments such as front office cashiers, assistant manager. The front office as the name suggests is the first and the last point of contact for a guest. Check on reservation stationery and keep a satisfactory par stock if the same. Assists guests in elevators. As you create your front desk receptionist Sell higher priced rooms and other hotel facilities through trained salesmanship and assign rooms. He should identify key result areas of his job for effective performance. The front office is typically composed of customer-facing employees, such as the marketing, sales, and service departments. Timestamps all correspondence. Deals with problems arising from guest complaints and reservation and room assignment activities. Train lobby attendants to maximize departmental efficiency. Get Help With Your Essay. Performs any other duties as may be assigned, usually all duties of bell boy or porter. Attend the instructions of the supervisor. Balances room revenue with night auditor. Finance and Foreign Exchange: This section relates with the Accounting Department, through the collection from guests through their services, and also give the foreign exchange service. 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. 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. To have a complete understanding of policies and procedures relating to fire, hygiene, health, and safety. The main duty is to do the Management of the front desk. Keeps liaison with crew members. Guest History and records: Creates and maintains a guest profile, history, likes and dislikes, collect feedback etc. If Front Office is the ‘Hub’ of the hotel then the receptionist can be aptly called the person who keeps the hotel world moving. Ensures that amenities are sent in time to the VIP rooms prior to their arrival. If you need assistance with writing your essay, our professional essay writing service is here to help! Type out advance reservation slips and maintain reservation racks and correspondence tiles and in case of computers update information in computers. Meets and escorts VIP to their room at check-in. It may even ask the front office to screen job candidates. 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. Performs any other duties as may be assigned. Greet clients and set a positive office atmosphere; Answer the phone, take messages, and redirect calls to appropriate offices. Experience Required: Nil, at the time of entry. They allow access to other employees, answer phones, transfer calls, schedule appointments, answer questions, give directions and manage the flow of traffic in the office. Men 2. Handle left luggage formalities and maintain the baggage checkroom. Answers inquiries concerning hotel services and facilities and deals with complaints. THE FRONT OFFICE DEPARTMENT Tasks and Responsibilities • Nerve center of the hotel • Handles reservation, Check-in and Handles complaints. It is important to make flexible plans to fit in emergencies. Maintain a satisfactory part of all registration of stationery. The basic function of FOM is to supervise all the Front Office personnel &to ensure the proper and smooth operation of the department. View here. The basic function of FOM is to supervise all the Front Office personnel & to ensure the proper and smooth operation of the department. The front office hotel staff needs to be qualified as no post-secondary graduate. Supervises and coordinates activities of filing clerks. That’s the only way we can improve. 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. Managing the office can involve analysis of expenditures to minimize cost, and some managers review daily logbooks … Keep the availability status chart updated. Uniformed Service Agent: Handles Guest Luggage, escorts Guests to their Rooms, and assists guests for any bit of information requested. Co-ordinate and control the distribution of morning newspapers. In order to carry out its mission, goals and objectives, every company shall build a formal structure depicting different hierarchy of management, supervision, and employee (staff) levels. Co-ordinates with the front office (reception and information) to facilitate rooming and departure of guests and front office cash (to allow credits). 2. Mail & Information Clerk: Takes Messages, provides Directions to Guests, and maintains Mail. He reports to Rooms division manager or sometimes to General Manager of the hotel. Minimum Requirements – Ability to communicate in English. The front office is also known as the face of the hotel. What is a timeshare? Constantly update room rack/information rack. Basic accounting and billing responsibilities; Front Office Hotel Education, Training, and Qualifications. Receives articles and maintains a ledger of articles turned-in for the Lost and Found Department. Have detailed information regarding arrivals, their room requirements, and expected departures of the day. Organize and supervise check-in/out baggage formalities of groups, crews, etc. Maintains close liaison with secretaries of major companies that do business with the hotel. Take the baggage from the car in the porch/gate to the room. 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