Front office operation in star
hotel.
Shyam mishra
Roll . No 33 hm sy bba
Sub : Front office management

CHAPTER FOCUS POINT
Describe the significant of front office
in tourism and hospitality business
Construct front office organizational
chart line within a hotel or any tourism
and hospitality business
Explain personnel job specification,
responsibilities among position,
departments and division within a
hotel
Describe the activities in each guest
cycle stage of a hotel 2

Most important department in the
hotel
- nerve for hotel operation
-Interface between a hotel and its
guest
Guest makes first contact with FO
department
First place that can makes guest
develop an impression about the
4
FRONT OFFICE DEPARTMENT

FRONT OFFICE DEPARTMENT
Communication and Accounting
are the most important functions
of the front desk operation.
Accounting procedure involve
- settlement of the guest bills
-accepted advance booking of
hotel rooms
-settle bills at the time of check-
out 5

FRONT OFFICE DEPARTMENT
Effective Communication with
- guest
* processing the guest reservation
* handling the guest reception
* fulfill the guest inquiry usage in the
hotel
such as internet facilities, safe deposit
* check-in and check out the guest
- other departments of the hotel etc.
* maintaining the room status 6

Front office department
FO department operates 24 hours a
day
Three main shifts in FO department
Morning – day shift
7.00 a.m – 3.00 p.m
Day – evening shift
3.00 p.m – 11.00 p.m
Night shift
11.00 p.m – 7.00 p.m 7

Organizational chart
Organization structure of FO department
varies
It is depends on the size and style of
operation of the hotel
It can be categorized into
- Small sized hotel
- Medium sized hotel
- Large sized hotel
( Refer to the Figure 1.1, 1.2 and 1.3 for
organizational structure of FO
9

Duties of front office
personnel
FRONT OFFICE
PERSONNEL
NIGHT
AUDITOR
OPERATOR
FRONT OFFICE
MANAGER
BELL BOY
DOOR
ATTENDANT
11
1
2
3
CASHIER
4 5
6
RECEPTIONIST
7
CONCIERGE
8
RESERVATIONS
AGENT
TELEPHO
9NE

Duties of front office
personnel
FRONT OFFICE MANAGER
-Direct and coordinate the activities of the front office
department
-Perform the function of a link between the
management and front office employees
-responsible for hiring, training, supervising and
disciplinary all front desk, reservation, and guest
services staff members in order to maintain the
desired standard of service
- prepared the budget for the front office department
-evaluate the job performance of each front office
employee
12

Duties of front office
personnel
BELL BOY
-Handling guest luggage at the time of
arrival
and departure
- Escorting guests to their rooms on arrival
-Familiarizing guests about safety features
and
in-room facilities
-Locating a guest in a specified area of the
hotel
- Posting guests mails
13

Duties of front office
personnel
CASHIER
* Receiving payment
* Balancing guest account
*Opening and maintaining the guest
folios
*Recording all credit charges in guest
folios
* Preparing bills at the time of check-out
*Handling credits/debit/charge cards for
the
settlement of a guest account
* Administer the safe deposit system
* Handling foreign currency 14

Duties of front office
personnel
DOOR ATTENDANT
*Open the doors of guests’ vehicles
on their
arrival in the hotel portico
* Help bell boys in lifting luggage
*Open the hotels’ entrance door for
guests
*Coordinate with parking attendants
for parking guests’ vehicles in the
hotels’ parking area. 15

Duties of front office
personnel
NIGHT AUDIT
* Preparing the night audit report
*Check-in and check-out guest who
arrive or
depart after 11.00p.m
* processing the reservations
* performing the duties of security guard
* monitoring fire safety system
* Act as cashier for banquet function
* performing the duties of manager on
duty 16

Duties of front office
personnel
RECEPTIONIST
* greeting guest
* handling special request
*handling check-in and check-
out
* providing information to guest
*assigning rooms and
dispensing guest room keys
17

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, musicals18
etc
* Provide latest information of events

Duties of front office
personnel
RESERVATION AGENT
* Handling guaranteed and non-
guaranteed reservation
* up sell accommodation
*Prepared the expected arrival list and the
expected
departure list every day
* Prepared a guest folder and to keep
the mails and messages of guest with
reservation doc
* Providing management information to other
19

Duties of front office
personnel
TELEPHONE OPERATOR
*processing all incoming and outgoing
calls
* log all wake-up call on the system
*Answer questions about the hotel’s
services
and product
* taking message
* operating hotel paying system
*direct incoming calls to the desired
extension
* provide paging services for guest and
20

GUEST CYCLE STAGE
GUEST CYCLE
STAGE
PRE-ARRIVAL
ARRIVAL
IN-HOUSE
DEPARTURE
22

GUEST CYCLE STAGE
PRE-ARRIVAL
* Reservations
ARRIVAL
* Registration
* Room assignment
* Issuance of room key
* Baggage handling
23

GUEST CYCLE STAGE
IN-HOUSE
* Mail and message handling
* Maintenance of guest account
* Paging and travel assistance
*Safe deposit, currency exchange
DEPARTURE
* Preparing the guest bill
* Settlement of guest account
* Transportation
* Future reservation
24

Thank you