Hotel Front Office Department Overview

These flashcards cover the structure, roles, shifts, functions, and importance of the hotel front office department, preparing you for the upcoming quiz.

What is the primary role of the hotel front office?

It acts as the hotel’s “nerve center,” serving as the main channel of communication and information for guest services.

Which hotel division does the front office belong to?

The Room Division.

What are the three main guest-room functions of the front office?

Reserve rooms, register guests, and assign rooms.

Name the seven sections that typically make up a hotel’s room division.

1) Housekeeping 2) Reservations 3) Front Office 4) Uniformed Service 5) Transportation 6) PBX (switchboard/telephone) 7) Concierge.

Why is the front office critical to a hotel’s success?

It provides most guest contact and forms the guest’s first impression, strongly influencing overall satisfaction.

In hotel terms, what is an organizational structure?

An arrangement of relationships that guides a group toward specific goals and coordinates everyone’s efforts.

Who plans, directs, and coordinates all departments under the room division?

The Rooms Division Manager.

Who directly supervises all front office personnel?

The Front Office Manager.

Give two core responsibilities of a Front Office Manager.

• Planning, directing, controlling, and coordinating all front-office sections • Regularly checking employee performance and ensuring duties are completed properly.

State two key duties of a Front Desk Agent.

• Assist guests efficiently, courteously, and professionally • Inform other departments of arrivals, room changes, and check-outs while handling complaints and inquiries.

What is the main responsibility of a Reservations Agent?

Handling all future reservations, matching guest needs with hotel availability, and confirming bookings via phone, fax, or email.

What does a Switchboard Operator do?

Receives and directs incoming calls, coordinates with departments to fulfill guest requests, and reroutes complaints to the right personnel.

Which front-office staff member processes guest payments and maintains transaction records?

The Front Office Cashier.

What services are provided by the Uniformed Bell Service team?

Assistance with luggage and transportation, maintaining lobby order, and warmly welcoming arriving guests.

How does a Concierge assist hotel guests?

Acts as a knowledgeable local guide, arranging dining, transportation, and information about attractions inside and outside the hotel.

What is the Night Auditor’s main financial duty?

Ensuring the accuracy and balance of front-office accounts and preparing daily financial summaries.

How many hours a day does a hotel front office operate?

24 hours per day.

What are the hours of the morning (day) shift in the front office?

7:00 a.m. – 3:00 p.m.

What are the hours of the evening shift in the front office?

3:00 p.m. – 11:00 p.m.

What are the hours of the night shift in the front office?

11:00 p.m. – 7:00 a.m.

How can a smile at the front desk influence a guest’s view of their stay?

A warm smile can create a positive first impression, often shaping the guest’s perception of the entire stay.

Why does the room division experience high guest contact?

Because its departments (front office, housekeeping, reservations, etc.) directly manage guest needs and services.

In a small hotel, how might the front office be staffed?

By a single person performing all front-office functions.

Give two ways the front office coordinates with other departments.

• Notifying housekeeping of room status changes • Relaying maintenance requests or guest needs to the appropriate teams.

Why is maintaining accurate reservation records important?

It ensures room availability is correctly managed and helps other departments prepare for arriving guests.