Qasar Al Sarab Front Office
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*Note - This is a Dully Research done about the the front office of QAS This includes: - Organizational Structure of QAS Front Office Manager Guest Relationa Officer Reservation Supervisor Cashier Supervisor Night Supervisor Lobby Supervisor Door Man/ Bell Boy/ Falcon Layout of the Front Office From the entrance to the Lobby Sections of the Front Office Positioning of: -Reservation desk -Cash and bill area -Reception desk -Information desk -Travel & Concierge desk -Main Lobby -Entrance -Elevators -Front desk Good Positioning of the Front office Front Office Interdepartmental communication with -House keeping -Food & beverages -Sales and Marketing -Engineering and Maintenance -Human Resource
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Qasar Al Sarab Front Office
- 2. GROUP MEMBERS (NSBM 15.1 TOU batch) Shanika Dilrukshi Ravindu Harshana Sanduni Karunarathne Athif Jawarth
- 4. FRONT OFFICE MANAGER Reservation Supervisor Cashier Supervisor Night Supervisor Front Office Supervisor Telephone Supervisor mail & Information supervisor Concierge Supervisor Duty Manager Assistant Front Office manager Manages a team of 70 associates. Employees and their working schedules is a responsibility Evaluate the job performances Solve employee complaints Motivate team work Create the training agendas FRONT OFFICE MANAGER OF QASR AL SARAB Elena Nasledova Front Office Manager Qasr Al Sarab Desert Resort by Anantara Experience: 6 years
- 5. Make decisions on accepting booking and cancelations of booking Reservations are the way to make revenues Recieving and processing the reservation requests Maintaining reservation reports Sending reservation confirmation letters Front Office Manager RESERVATION SUPERVISOR Cashier Supervisor Night Supervisor Front Office Supervisor Telephone Supervisor mail & Information supervisor Concierge Supervisor Duty Manager Assistant Front Office manager RESERVATION SUPERVISOR OF QASR AL SARAB
- 6. Build a more caring and a personal atmosphere Welcome guests and provide more personalized services. Checking the preparations of the rooms and escorting the guests Front Office Manager RESERVATION SUPERVISOR Cashier Supervisor Night Supervisor Front Office Supervisor Telephone Supervisor mail & Information supervisor Concierge Supervisor Duty Manager Assistant Front Office manager GUEST RELATION OFFICERS (GRO) GUEST RELTIONS OFFICER OF QASR AL SARAB
- 7. Handle the cash inflows and outflows Balance all the guest accounts Resolve guest accounts by accepting credit card, cash, cheques, etc. Handles safety deposit lockers with security. Front Office Manager Reservation Supervisor CASHIER SUPERVISOR Night Supervisor Front Office Supervisor Telephone Supervisor mail & Information supervisor Concierge Supervisor Duty Manager Assistant Front Office manager CASHIER SUPERVISOR OF QASR AL SARAB
- 8. NIGHT SUPERVISOR managing the QAS Front office at night QAS paperwork & checking figures is done at night check and complete the guest folios. back up the computer system and keeps copies of files needed. Front Office Manager Reservation Supervisor Cashier Supervisor NIGHT SUPERVISOR Front Office Supervisor Telephone Supervisor mail & Information supervisor Concierge Supervisor Duty Manager Assistant Front Office manager NIGHT SUPERVISOR OF QASR AL SARAB Night Supervisor of QAS
- 9. Bell Boys transport the luggage at the arrivals and departures Door man opens the door of the guests’ vehicles & main entrance Front Office Manager Reservation Supervisor Cashier Supervisor Night Supervisor Front Office Supervisor Telephone Supervisor mail & Information supervisor LOBBY SUPERVISOR Duty Manager Assistant Front Office manager BELL BOYS DOOR MAN FALCON LOBBY SUPERVISOR OF QASR AL SARAB
- 10. BELL BOY DOOR MAN FALCON
- 11. How Front Office is visible when the Guest enters from the main Entrance
- 12. MAIN ENTRANCE (J) ELEVATOR (I) RESERVATIONDESK& CASH/BILLSAREA (A) COMMUNICATIONAREA& INFORMATIONDESK (F) DOOR(H) DOOR (C) DOOR (B)DOOR (G) TRAVEL DESK & CONCIERGE SERVICES (E) RECEPTION DESK (D) LOBBY ENTRANCE MAIN LOBBYLIBRARY BAR OUTDOOR SITTING AREA SEATING ARANGEMENTS SEATING ARANGEMENTS SEATING ARANGEMENTS SEATING ARANGEMENTS SEATING ARANGEMENTS SEATING ARANGEMENTS BACKOFFICE BACKOFFICE& TELEPHONE OPERATORROOM BELL DESK SECTIONS OF FRONT OFFICE AT QAS The Front office at Qasr Al Sarab (QAS) is divided into sections of: Lobby Reservation Reception Bell desk Information desk Travel desk Concierge Communication Cash and bills
- 13. POSITIONING OF RESERVATION DESK, CASH & BILLS AREA AND RECEPTION DESK Reservation desk Door to the back office Door to access the entrance Reception Desk
- 14. WEAK POSITIONING DISCOVEREDGOOD POSITIONING DISCOVERED
- 15. TRAVEL/CONCIERGE DESK INFORMATION DESK ENTRANCE LOBBY POSITIONING OF INFORMATION DESK AND TRAVEL/CONCIERGE DESK Door to the back office & Telephone Operator room Elevators
- 16. GOOD & WEAK POSITIONING DISCOVERED
- 17. MAIN LOBBY OF QASR AL SARAB
- 18. LIBRARY OUTDOOR SEATING AREA
- 20. INFORMATION DESK RESERVATION DESK ENTRANCE ELEVATORS POSITIONING OF THE ENTRANCE, ELEVATORS & FRONT DESK
- 21. GOOD & WEAK POSITIONING DISCOVERED at the Entrance, Front Desk & Elevators
- 22. FRONT OFFICE department HOUSE KEEPING department Update the room status Inform the room count Inform special requests of guests Coordinate the safety concerns Send occupancy reports FRONT OFFICE COMMUNICATION WITH THE HOUSEKEEPING DEPARTMENT
- 23. FRONT OFFICE department FOOD & BEVERAGE department Report forecasted awaiting guests Inform arrivals & departures of guests Inform VIP preparations related to F&B Setting up special arrangements in rooms (bar) Request special meal plans Send F&B Vouchers to guest folios FRONT OFFICE COMMUNICATION WITH THE FOOD & BEVERAGE DEPARTMENT
- 24. SALES & MARKETING department FRONT OFFICE COMMUNICATION WITH THE SALES & MARKETING DEPARTMENT FRONT OFFICE department Shares guests histories Shares rooms reservation records Inform current room availability status Shares insights of every visitors visit Sales & marketing can access the database of front office
- 25. ENGINEERING & MAINTAINANCE department FRONT OFFICE department FRONT OFFICE COMMUNICATION WITH THE ENGINEERING & MAINTAINANCE DEPARTMENT Inform the status of equipment & systems in rooms & the front office Inform issues regarding equipment & systems Communicate agendas to carry out maintenance Coordinate through a “repair work request log book”
- 26. HUMAN RESOURCE department FRONT OFFICE department FRONT OFFICE COMMUNICATION WITH THE HUMAN RESOURCE DEPARTMENT Requests new candidates to the Front Office Coordinate to build up qualified & professional staff Inform about training & development programs