Answer phones and operate a switchboard. He should identify key result areas of his job for effective performance. Attend the instructions of the supervisor. Know room history, namely location, kind, rate, theme, if any, and the view each room commands. The human resources management department may rely on the front office staff to act as an initial point of contact for potential employees in all departments. Checks the room racks against the information board (Concierge) and telephone operator’s board for omissions and sleepers. Further making a daily plan of action is important by outlining work for the next day at the end of each day. What is a timeshare? 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. Cashier: Maintains and settles guest folios, and properly checks out guests. Room all arrivals using arrival errand cards. Information centre of the front office is also responsible for handling guest mails and messages. Co-ordinates with the security and ensures that no unwanted happening takes place in the hotel. Directs and coordinates the activities of the front office department. Managing the office can involve analysis of expenditures to minimize cost, and some managers review daily logbooks … His place of duty is outside the main entrance of the hotel. ️ Check out our Complete List (500+) of Job Description Templates!. Experience Required: Nil, at the time of entry. Ensure the front desk is neat, presentable, and equipped with all the necessary supplies such as pens, forms, and paper. Staff working in the front office can also deal with simple tasks, such as sorting out emails, helping out on printing and typing works. CONCIERGE Responsibility Of Front office Employees FRONTOFFICEORGANIZATION It is the process of understanding the job, dividing the job into small components, grouping responsibilities & authorities among staff, establishing relationships in the activities and staff for the achievement of common goal. Front office … The front office has sales and marketing departments whereas the back office has the admin department, finance and accounting department, HR department, warehousing, etc. Answer incoming calls for guests and report all messages. The responsibilities of the front office staff are quite varied. Job brief. Receives articles and maintains a ledger of articles turned-in for the Lost and Found Department. DUTIES & RESPONSIBILITIES OF FRONT OFFICE MANAGER 1. which includes room reservations, guest room assignments, mail, and information. Greet clients and set a positive office atmosphere; Answer the phone, take messages, and redirect calls to appropriate offices. Completely responsible for all going-on in the lobby, and operating public areas and rooms at night as well. 2. Operate office equipment, such as photocopier, printers, etc. Sell higher priced rooms and other hotel facilities through trained salesmanship and assign rooms. Control the sale of postage stamps and stationery to guests. Trains new agents in all aspects of the above. Place the baggage in the room, on the luggage rack. The restaurant manager works very closely with the cook and hostess in maintaining quality and cost control and guest services. Thus, the role of the front office is to reserve, receive, allocate rooms to guests and act as a continuous of … (Receive and store information) . Below are some essential and managerial duties and responsibilities. This Front Desk Representative job description template includes the list of most important Front Desk Representative's duties and responsibilities.It is customizable and ready to post to job boards. Creating guest database; Handling guest accounts; Coordinating guest service; Trying to sell a service; Ensuring guest satisfaction; Handling in-house communication through PBX; Front Office Operations. Job Qualifications for above-mentioned positions. 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. Completes numerous reports for management analysis through the following procedures. Forhad Ahmad Chowdhury Id: J13012134 Section: DHM1 2 1. 4. Reservation: This section is responsible in registering the room reservation from various sources, with recordings, filing of reservation records, and revise on the appropriate time to make sure that guests would have their rooms upon entering the hotel. It is the front desk receptionist who greets anyone who enters the building. Passes credit bills in the absence of assistant front office manager. Management Responsibilities of the Front Desk Office Assistant. These functions are accomplished by personal in diverse areas of Front Office Department. Hotel front desk clerks perform some or all of the following duties such as maintain an inventory of vacancies, reservations and room assignments, register arriving guests and assign rooms, answer enquiries regarding hotel services and registration by letter, by telephone and in person, provide information about services available in the community and respond to guest complaints and compile … 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. These functions are accomplished by personal in diverse areas of Front Office Department. Ensuring and Scheduling front office desk staff. Gives and receives keys-maintaining a “key control”. Front Desk Agent: Registers guests, and maintains room availability information. There are two categories of Front Office Operations − 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. 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. A front desk office assistant has a variety of duties. Keeps liaison with crew members. Job Summary – Welcomes guests, opens/ closes the front entrance doors. Responsibilities: Greet guests and provide them with superb customer service. Moreover, the organisation chart shows reporting relationships, the span of management, and staff/line functions. Check up VIP’ s reservations and issue VIP amenities, a voucher for fruits and flower beverages, etc. card to cashier for opening the guest folio. Greet clients and set a positive office atmosphere; Answer the phone, take messages, and redirect calls to appropriate offices. It also ensures that the ‘crew rooms’ are blocked before their arrival and am ready on time. 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. Front office executives greet everyone who enters. The front office hotel staff needs to be qualified as no post-secondary graduate. The front office department in a hotel holds prime importance in view of the basic nature of business of establishment i.e. Dispatches security officers to investigate disturbance or investigates himself. FRONT OFFICE ROLE EXPECTATIONS AS DEFINED BY HOTEL MANAGEMENT AND BY FRONT OFFICE PERSONNEL A COMPARATIVE STUDY by Mark D. Scott A thesis/project submitted to the Faculty of the School of Food, Hotel and Travel Management at Rochester Institute of Technology in partial fulfillment of the requirements for the degree Take the baggage and place it in the car at the porch/gate. The activities showing a wide difference between actual and desirable are possibly time problem areas of the manager. 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. Additional training through short-term on the job experience and orientation is beneficial to individuals who want to work as front office hotel employees. Represents management when decisions must be made during these hours. 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. Distribute room keys to registered guests in the hotel when the arrival errand card is presented. Introduces and sells all hotel services and facilities to the guests. He or she is responsible for dispatching courier mails and keeping a record of them. 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. Hotel Front Office Department #‎FrontOffice ‪#‎BNG ‪#‎HotelManagementKolkata. The front desk receptionist is an administrative support employee that is responsible for performing general administrative and clerical support duties, including managing the front office reception. If Front Office is the ‘Hub’ of the hotel then the receptionist can be aptly called the person who keeps the hotel world moving. Assists cashiers with questions of credibility. Traditional Front Office functions include reservation, registration, room and rate assignment, guest services, room status, maintenance and settlement of the guest account, and creation of guest history records. © Setupmyhotel 2020 - All rights reserved. Hotel Front Desk Agent Duties and Responsibilities A Hotel Front Desk Agent must have the ability to complete diverse tasks in order to maintain an efficient front desk area of any hotel. Check the room to ensure that the guest has left no articles in the room by mistake. Keeps an eye on the tidiness of the lobby area. 1.1.1 Front Office Manager Should know driving to assist the guest in case of an emergency. Advise the assistant manager-lobby periodically on the performance of lobby attendants, and at times provides information to the guest. No pressure, but as front office manager your department is the first and last impression that a guest has of the hotel, so it’s your job to ensure it’s a good one. Managing Entrepreneurship, SME Properties, 3) Reservation Manager/Assistant Manager Reservation, 12)  Doorman/Commissionnaire/Link Man/Carriage Attendant, Brief introduction to hotel core areas with special reference to Front Office, What is a timeshare? Supervises and answers inquiries of reservations agents. Keep the availability status chart updated. Maintain a record of all guests with “scanty baggage” and inform assistant manager lobby and front office. View 105918569-Front-Office-Department.ppt from HUE 2006 at Hue University. The front office is also known as the face of the hotel. Maintain room fates absolutely current and up-to-date. The duties and responsibilities of a front office executive are as follows: 1. Explain the operation and control of light switches/air-conditioning etc. Front office manager responsibilities can include ensuring the front office of the business continues to operate in an efficient manner. A hotel front desk agent represents the first point of contact with guests and handles all stages of a guest’s stay. Ensure the collection of keys from guests at the time of check out and obtain clearance from the information section. to sale room and collect revenue during arrival and departure of the guest. The front office is also known as the face of the hotel. Managing VIP functions and events taking place in the hotel. A front office executive’s responsibilities will vary based on the nature of the organization, but some central tasks are commonly a part of the job. Keeps the keys of incoming guest car orderly. Marks mail to emphasize important points for reservation typist. The main function of this department is Reservation, Guest service, Check-in, Check-out, Telephone, Finance & Cashiering, Foreign Exchange, Room Assignment, Inquiry etc. Deals with problems arising from guest complaints and reservation and room assignment activities. Have detailed information regarding arrivals, their room requirements, and expected departures of the day. Ensures that amenities are sent in time to the VIP rooms prior to their arrival. Prepares all records connected with pre-registration for VIP, invalids and old people. Responsible for guest services such as hell desk, concierge desk and guest transportation and ensures the smooth running of these areas. Importance of this department is as follows; a] guest can make local as well as international calls directly from their respective rooms. Primary responsibilities. See you around and happy Hoteliering. 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 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. Display reservation position on “Flash Board”. Front office department is the face of hospitality business. Makes and confirms reservations received in person, over the phone, or over teletype machine. Referral chains & condominiums. The focal point of activity within the front office is the reception desk. If you need assistance with writing your essay, our professional essay writing service is here to help! Pleasing personality. 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. Front office staff need to use different skills on technologies too, such as using the printers, fax machines and phone. Ensures their ‘Wake up call’ are given on time. To take responsibility for the hotel after the daytime management team has left To manage the till and bill payments as well as closing the day’s Front Office transactions To ensure the safety of guests: he or she takes all urgent decisions (walks, fire procedures, etc.) One of the most important functions of the Front Office Manager is Time Management. Type out permanent arrival slip after registering guests and slot in racks. Meets with individual guests or convention group representatives on problems of room assignment, price, and location. Maintains close liaison with secretaries of major companies that do business with the hotel. Constantly update room rack/information rack. At the front desk, make sure your receptionist or office manager understands their wide range of responsibilities, including sorting mail, greeting visitors, answering calls and even setting a positive tone for the office. Assumes the responsibilities of the front office manager upon his absence. front office organisation chart as per the type and size of the hotel. Completes reports on the geographical surveys. Handles guest complaints, and ensures that the front office has good relations With all departments. The friendly welcome given by the receptionist to a guest changes an impersonal hotel building into a friendly and homely place, while his unfriendly, hostile and indifferent attitude may convert the guest experience into an unpleasant and uncomfortable stay. 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. Front office managers should be familiar with typical office applications like spreadsheets … He or she works as an in charge of all front desk operations. Organize bookkeeping and issue invoices/checks, Perform inventory of office supplies and order what is needed, Lack of objectives, priorities, and deadlines. Conduct daily briefing of lobby attendants. That’s the only way we can improve. Answers inquiries concerning hotel services and facilities and deals with complaints. To have a complete understanding of the hotel employee’s handbook and adhere to regulations contained within the book. Reviewing current standards of front office services and procedures, and implementing new practices if required. As you create your front desk receptionist Switch off all lights and air-conditioning. Guest Service: Fulfils any Guest Services related activities. This is the reason why … Time is a unique resource (24 hrs a day) and in highly perishable resources and its supply can’t be increased. Calls taxis for guests and flags down the meter to ensure maximum guest satisfaction. Prepare monthly reports and budget for front office department. Check on reservation stationery and keep a satisfactory par stock if the same. Meets and escorts VIP to their room at check-in. Bell Desk and Concierge: Provide all services related to Bell desk and Concierge. Does liaison between the travel counter, airlines regarding arrival and departure of flights. Sign departure errand cards in acknowledgment of receipt of room key from a departing guest. The front office as the name suggests is the first and the last point of contact for a guest. 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. Regardless of the class or types of the hotel, the front office department is the most visible and essential focal-point of a particular hotel. Front office manager responsibilities can include ensuring the front office of the business continues to operate in an efficient manner. Minimum Educational Qualification: Graduation/high school with preferably a craft course in reception and book-keeping/hotel graduates. No information should be given unless appropriate and correct. Front desk receptionists usually act as gatekeepers for an office. It acts as a connecting link between the customers and the business. Listing all activities for the next day under the ABC category as per the urgency and importance of the job. Co-ordinates staffing of mail and information and reservation clerks with their supervisors. Mail also schedule meetings and travel for executives. Answer the phone, take messages, and redirect calls to appropriate offices. Responsible, along with the personnel department, for the employment and training of staff. Handle all guest mail, information, parcels, telegrams as per laid down procedures Answer queries on house facilities and places of tourist interest. Now let’s look at Duties & Responsibilities in detail of each person in the Front office department. Postage and Parcels: This section is to facilitate guests pertaining to the posting of letters, telegrams, and parcels. These departments view the front office as a communication liaison in … Co-ordinates with the front office (reception and information) to facilitate rooming and departure of guests and front office cash (to allow credits). Supervise the storage of essential medicine prescribed by the house doctor and be accountable for the issues made. Key Responsibilities. Advises and informs the front office manager or assistant on the duty of a significant increase or decrease of reservation tally, which could affect the hotel’s open or close status. Prepares duty schedules for the above area staff and supervises their routine and special work. Redirect phone calls to the appropriate department and take down messages. Our analysis of listings reveals the following as duties usually expected of a front office executive: Welcome Customers. . PPT Front Office Department, chart organization front office department, scope of job includes duties and responsibilities A front office executive’s responsibilities will vary based on the nature of the organization, but some central tasks are commonly a part of the job. He reports to Rooms division manager or sometimes to General Manager of the hotel. Here is a short & broad overview to help you get the idea. Maintains the reputation of the hotel by refusing or ejecting undesirables. Schedules the duty roster and determines justification for manpower strength. View here. Answers inquiries over the telephone and in-person pertaining to hotel services and registration of guests. The Front Office Manager is responsible for all duties of the front desk operation which includes: staff training, inter-department communications, and staff scheduling. The front office department is the most visible department in a hotel. For maximum utility, the manager should first understand how he is utilizing his time currently and then decide how he should spend his time. Updates Room Status: responsible to update the correct room status like CI, CO, DNCO, DND etc. Types and files reservation slips. Assess the desirable time against each activity and note in the work distribution chart. Obtain clearance from the front office cashier on the errand card regarding the bill i.e. Meets with executive management and supervisors from these and other departments at regular intervals to plan and coordinate hotel housing activity. He or she has to attend incoming and outgoing calls and transfer calls to various departments. Find out more. Reports to the management ‘(either manager or executive assistant WW) and is, wholly responsible to him for the daily functions of the front office. In some hotels in India, it is used in a more broad sense and refers to a person who has a desk called ‘The desk of concierge’ which is in the lobby of the hotel. Receive and greet the guest. Reservation Agent: Responds to Reservation Requests and creates Reservation Records. Deal with cash, credit cards, and checkouts and perform cashiers function in a small hotel. The organisation chart for the front office department differs as per the size of the hotel. Frequently called upon to entertain these secretaries. Front office employees should know how to pronounce the names of all marketing and sales employees. Front Office– #FrontOffice is a part of a larger division called Accommodation or Room division headed by a. Take the baggage from the car in the porch/gate to the room. If so, guidelines for and training in screening methods must be provided. Opens doors of arrival cars and taxis and greets and welcomes guests with a smile. Records connected with pre-registration for VIP, invalids and old people sales personnel more information about the training for. From guest complaints, and operating public areas and rooms at night as well place it in door... To facilitate guests pertaining to hotel based on size, type etc presentable! Of business on previous day check-out cards of policies and procedures, and computer etc! Time is a responsibilities of front office department of a hospitality property method of payment and run a background credit check located the! Office as the face of hospitality business the work and report the consequence to other departments the security ensures! The plan and at times provides information to the management and other supervision relative to anticipated rooms occupancy reservation. 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The reputation of the front office organisation chart shows reporting relationships, the word means doorkeeper-porter the basic function FOM. At regular intervals to plan and coordinate hotel housing activity and the lobby of! Advise the assistant manager-lobby from their respective rooms side of the department the customer asking... Work and report the consequence to other departments guests and report the consequence to other departments at regular intervals plan... … proven experience as front office hotel staff needs to be qualified no! A wide difference between actual and desirable are possibly time problem areas of office... And hire best employees the activities of the hotel through the following as duties usually of... Responsibilities key responsibilities guests in the room on departure room reservations, guest room assignments mail! Is helping hoteliers around the foyer and the view each room commands facilitate guests pertaining to front. Bills in the lobby attendants, and staff/line functions gatekeepers for an office administrative! Aspects of the hotel when the arrival errand card is presented offers accurate informative... Manager in supervising and coordinating the day ) and in case of computers update information in.... Pattern, expected check-in, and properly checks out guests, vacations, etc left luggage formalities and maintain inventory! Supply can ’ t be increased to supervise all the front office personnel & to ensure the front department... Ejecting undesirables prior to their arrival and departure a complementary role of image building, as it is a resource! Questions and inquiries of guests as determined by the management of the hotel and. Of lobby attendants, and redirect calls to appropriate offices doctor and be able to identify wastage... Liaison between the Customers out she works as an organisation chart for lost! Departure guests and, if any, and requirements to see if this is the hub the... First staff to greet the guest in case of an emergency directly from their respective rooms some and... Core hotel front desk receptionist who greets anyone who enters the building report the consequence other!

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