The Front Office Organization and Functions

Lecture 2 AIREEN Y. CLORES, MBA/DBMHM

HRTM 133 INTRUCTOR

Objective:

• Organization set up of Front office• The F.O function and responsibilities• Identify the positions and its job

specification of each human resource in the front office.

Front Office Manager

SecretaryFront Office Manager

Assistant Manager

Guest Relation Officer

Telephone Supervisor

Chief Concierge Reservation

Manager

Reception Supervisor

Airport Supervisor

Airport Representative

Assistant Chief Concierge

Concierge

Bell BoyValet

Parkingattendant

Assistant Reception Supervisor

Senior Reception

Reception

Reservation Supervisor

Reservation Clerk

Assistant Telephone Supervisor

Telephone Operator

• FRONT OFFICE ORGANIZATIONAL CHART

Front Office Function

Front Office Manager(FOM)

Revenue Management

Reservations Guest Services Night Audit

Desk Staff Concierge Bell Staff

Corporate Owner

General Manager

Front Office Manager

Maintenance/Groundskeeper Controller

Housekeeper

Restaurant Manager

Night Manager

Pool Mgr

Desk Clerk

Cook Host

Pantry

Dishwasher

Wait Staff

Bus Staff

Maids

Housemen

Full Service Hotel

Corporate owner

General ManagerFront Office

Manager

Night Auditor

Desk Clerk

Maintenance Manager

Housekeeper

Maids Housemen

Small limited-serving lodge

Corporate Owner

General Manager

Front Office Manager

Night Auditor Desk Clerk

Standard Size Hotel

Pensioned House

Front Office Manager

SecretaryFront Office Manager

(Guest Relation Officer)

Telephone Supervisor

Reservation

Manager

Reception Supervisor

Concierge

Assistant Reception Supervisor

Reservation Supervisor

Assistant Telephone Supervisor

Resort

Front Office Manager

Secretary

Front Office Manager

Assistant Manager

Guest Relation Officer

Telephone Supervisor

Chief Concierge Reservation

Manager

Reception Supervisor

Airport Supervisor

Airport Representative

Assistant Chief Concierge

Concierge

Bell BoyValet

Parkingattendant

Assistant Reception Supervisor

Senior Reception

Reception

Reservation Supervisor

Reservation Clerk

Assistant Telephone Supervisor

Telephone Operator

Front Office Functions With Other Positions

Front Office Manager

Revenue manager

Establishing room ratesReservation managerManaging the reservation process

Desk staffGuest registration

ConciergeGuest information

Bell staff Guest assistance

Night auditor Managing the Front Office related accounting and

data collection process

Organization of F.O….

General Manager• the person in charge of

directing and leading the hotel staff in meeting its financial, environmental, and community responsibilities, develops and stylizes

• organization charts that fit his or her plan to meet the goals of the particular company

front office manager,• the person responsible for

leading the front office staff in delivering hospitality

• The executive ousekeeper, the person responsible for the upkeep of the guestrooms and public areas of the lodging property as well as control of guest room inventory items, keeps on top of new trends in controlling costs and effective use of personnel.

Responsibilities of Front Office

Functional areas

PMS & its management

Revenue & reservation management

Management of guest Services

Accounting for guests

Data management

Front Office: The PMS & Its Management

PMS: Computerized

system

Room rates, reservations, and room assignments

Guest histories

Reservations

Other selected guest services

Management information functions

Accounting information

Front Office: relationship with other departments

Front office

Maintenance

Controller

Banquets

Marketing and Sales

Food and Beverage

Housekeeping

Human Resources Management

Security

Front Office: relationship with other departments

Front office

Maintenance

Controller

BanquetsMarketing and Sales

Food and Beverage

Housekeeping

Human Resources Management

Security

Guest Histories

Room Status

Paid outs and Predicted House Counts

Financial transactions

Hotel

Mai

nten

ance

Ann

ounce

ment

board

s for e

vents

Financial transactions

Hotel and Guest

Security

Em

plo

yee n

eeds

How do front office coordinates with other departments in the

hotel?

Front office & Housekeeping Coordination

• Rooms information on occupancy level• The housekeeping department also receives

other important information from the front office, which require special attention: • VIPs in the House• GROUPS in the house• CREW in the house

Front office with other departments…..

• Maintenance & Engineering • Provision of engineering facilities and maintenance

to keep things in order• Security

• Responsible for handling emergency situations and secure safety and security of hotel property, staff and guests.

• Food & beverage department• Coordination with restaurants and banquet halls

with the • Coordination with HRD

• Requirements for rooms division staff, and other issues related to human resource

Stages: interactions and transactions between the guest….

Stages: interactions and transactions between the guest….

A day in the life of... reception and front desk staff - YouTube.flv

Front Desk First Impressions - YouTube.flv

See.Say.Smile. Training Video - YouTube.flv

Sequence of Front office Service

• · reservations,• · check-in and registration,• · mail and information,• · uniformed service and baggage

handling,• · telephone calls and messages,• · handling guest accounts, and• · check-out and bill settlement.

Front office personnel

• Functions• Roles • Responsibilities