WEEK 2 FLGO 2023

Front Office Overview

• Importance of the Front Office Department

  • Serves as the first point of contact for guests.

  • Establishes the initial impression of the hotel's service and facilities.

Front Office Responsibilities

• Revenue Management

  • Establishing room rates.

  • Managing reservations and booking processes.

• Guest Services

  • Guest registration at check-in by Front Desk Staff.

  • Providing information and assistance by Concierge and Bell Staff.

  • Managing accounting processes by Night Auditor, tracking finances related to the front office.

Functions of the Front Office Department

• Key Functions

  • Effective communication with guests:

    • Processing reservations

    • Greeting guests at arrival

    • Answering inquiries about hotel services

    • Coordinating with other hotel departments.

• Accounting Procedures

  • Accepting advance bookings and managing guest accounts.

  • Settling guest bills at check-out.

Front Desk Operations

• Operating Hours

  • Open 24/7 for guest arrivals and departures.

  • Three main shifts:

    • Morning: 7:00 a.m. – 3:00 p.m.

    • Afternoon: 3:00 p.m. – 11:00 p.m.

    • Night: 11:00 p.m. – 7:00 a.m.

Organization Structure

• Front Office Organization Chart

  • General Manager

  • Front Office Manager

  • Various roles including Front Desk Staff, Cashier, Night Auditor, Concierge.

• Variability by Hotel Type

  • Structure changes according to hotel size (small, medium, large) and standard (luxury, mid-priced, budget).

Key Personnel Duties

• General Manager (GM)

  • Overall in charge of hotel operations.

  • Evaluates Front Office Manager's performance.

• Front Office Manager (FOM)

  • Leads the Front Office activities.

  • Hires, trains, supervises staff.

  • Responsible for financial budget preparation.

Support Staff Responsibilities

• Bell Staff

  • Handles guest luggage and escorts guests to rooms.

  • Provides information about hotel facilities.

• Bell Captain

  • Coordinates bell services and oversees staff grooming.

• Cashier

  • Maintains guest accounts and processes payments.

Additional Roles

• Door Attendant

  • Assists guests with vehicle arrival and supports Bell Boys.

  • Ensures hotel security by monitoring access.

• Night Auditor

  • Manages night-time operations including guest check-ins, reconciles accounts, and ensures safety.

• Front Desk Agent/Receptionist

  • Greets guests, processes check-ins/check-outs, and handles special requests.

Guestroom Types

• Common Room Types

  • Single, Double, Triple, Quad, Suites, etc.

• Bed Sizes

  • Twin, Full, Queen, King, California King.

Telephone Operations

• Telephone Operator Duties

  • Manages calls, logs wake-up services, answers service inquiries.

  • Uses systems for billing and paging.

• Types of Calls

  • Local, long-distance, and international calls including VoIP.

Guest Cycle

• Stages of Guest Cycle

  • Pre-arrival: Create reservation records and complete pre-registration.

  • Arrival: Register guests and establish relationships.

  • Occupancy: Provide timely guest services and manage accounts.

  • Departure: Settle accounts and encourage return visits.

  • Checkout coordination with housekeeping for room readiness.