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Module 1 Provide Information in The Hotel Front Office Operations

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Geline Jose
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19 views9 pages

Module 1 Provide Information in The Hotel Front Office Operations

Uploaded by

Geline Jose
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPTX, PDF, TXT or read online on Scribd
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MODULE 1

P R O V I D E I N F O R M AT I O N I N
THE HOTEL FRONT OFFICE
O P E R AT I O N S
FUNCTIONS
OF THE
HOTEL FRONT
OFFICE
D E PA R T M E N T
AND ITS
STRUCTURE
INTRODUCTION
THE “FRONT OFFICE
DEPARTMENT” IS THE MAJOR
DEPARTMENT IN A HOTEL THAT
IS SUITED AT THE FRONT OF THE
PART OF THE HOTEL AND IS
RESPONSIBLE FOR THE SALE OF
THE HOTEL’S ROOMS THROUGH
THE SYSTEMATIC METHOD OF
RESERVATION, FOLLOWED BY
REGISTRATION AND ASSIGNING
ROOMS TO THE GUEST.
• In other words, it is the “showcase window” of a hotel which
reflects the image of a hotel. It is the back as well as the “Nerve
Center” of a hotel from where all the information and messages are
communicated to the different departments or personnel.
• The front office department develops and maintains up to date
records based on guest information, and guest service and ensures
guest’s satisfaction.
• The front office department has also two other important functions
of a front desk operation like communication and accounting.
Functions of the Hotel Front Office
Department
The main function of the hotel front office department is to
reserve, register and assigned rooms to the guest act as a
continued source of information to them during their stay in
hotel.
The primary activities of the
hotel front office department are
as follows:
• Deal with room reservation
• Check-in arriving guests
• Prepare guests' arrival and departure list
• Receive guests and help them complete registration
formalities
• Help in marketing and selling promotion process
• Deal with various inquiries and information on in-
house and outside activities.
• Deal with mail, messages, and paging of the guest.
• Deal with the deposit for safe custody
• Produce daily reports and statistics
• Deal wth accidents and unusual events
In small hotels, the front office might be
staeed by on person who does everything.
But in larger hotels, the front office is
divided into several sections that each take
care of a function, such as:

• Reservations
• Reception
• Communications
• Concierge
• Bellhop Service
• Auditing
In some cases, the hotel front office department
belongs to the Room Division, especially in a large
hotel organization
The room division consists of the following:
• Housekeeping
• Reservations
• Front Office
• Uniformed Service (Bell Captain includes: Bell Staff,
Valet Parking Personnel, and Door Persons)
• Transportation
• Private Branch Exchange (PBX) -
switchboard/telephone operators.
• Concierge (marking reservations on an airline,
arranging for a babysitter, any other services out of
the hotel that can help guests)
The Structure of the room division will vary from a
hotel to hotel and variations come from the
differences in the:
• The size of the hotel
• Type of the service and level of the service provided
by different hotels.
• The geographic location
• local workforce skill levels
• the organization preferences of management

The three major sub-departments in the room division:


• Security
• Front Office
• Housekeeping

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