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    Attributes of Front Office Personnel:: Guests)

    Uploaded by

    Sumit Pratap
    The document describes the attributes, duties, and responsibilities of various front office personnel in a hotel including the front office manager, lobby manager, guest relations executive, concierge, bell boy, and receptionist. The front office manager oversees the entire front office department, handles budgets, staffing, guest issues, and interdepartmental coordination. Other roles like the lobby manager, guest relations executive, concierge, bell boy, and receptionist all have specific responsibilities for welcoming and assisting guests, handling reservations, room allocation, and general hotel operations.

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    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd

    Attributes of Front Office Personnel:: Guests)

    Uploaded by

    Sumit Pratap
    54 views8 pages
    The document describes the attributes, duties, and responsibilities of various front office personnel in a hotel including the front office manager, lobby manager, guest relations executive, concierge, bell boy, and receptionist. The front office manager oversees the entire front office department, handles budgets, staffing, guest issues, and interdepartmental coordination. Other roles like the lobby manager, guest relations executive, concierge, bell boy, and receptionist all have specific responsibilities for welcoming and assisting guests, handling reservations, room allocation, and general hotel operations.

    Original Description:

    Unit 2 of Front Office BHM 1st Sem

    Original Title

    Unit 2

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    © Attribution Non-Commercial (BY-NC)

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    The document describes the attributes, duties, and responsibilities of various front office personnel in a hotel including the front office manager, lobby manager, guest relations executive, concierge, bell boy, and receptionist. The front office manager oversees the entire front office department, handles budgets, staffing, guest issues, and interdepartmental coordination. Other roles like the lobby manager, guest relations executive, concierge, bell boy, and receptionist all have specific responsibilities for welcoming and assisting guests, handling reservations, room allocation, and general hotel operations.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    54 views8 pages

    Attributes of Front Office Personnel:: Guests)

    Uploaded by

    Sumit Pratap
    The document describes the attributes, duties, and responsibilities of various front office personnel in a hotel including the front office manager, lobby manager, guest relations executive, concierge, bell boy, and receptionist. The front office manager oversees the entire front office department, handles budgets, staffing, guest issues, and interdepartmental coordination. Other roles like the lobby manager, guest relations executive, concierge, bell boy, and receptionist all have specific responsibilities for welcoming and assisting guests, handling reservations, room allocation, and general hotel operations.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
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    Attributes of Front Office Personnel:

    A warm personality and smart appearance. Keen interest in people and polite and courteous nature. Cool temperament and problem solver. The ability to listen, hard working and punctual. Neat personal habits. The ability to get along with co-workers and a good motivator. Good memory (should be able to remember names of regular guests). Knowledge of various languages. Should be confident, analytical, intelligent and a good salesman. Image builder. Numerical ability. Should be able to take quick decisions. Diplomatic and tactful nature.

    Duties of Front office Manager:


    Directs and coordinates the activities of the front office department. Recommend and monitor a front office budget and plan for the year. Lead, train and motivates front office team. Checks the arrival of the day and informs VIP arrivals to management. Approve staff rotations and duties of the front office personnel. Resolve guest and staff complaints and grievances as smoothly as possible. Ensure safety and hygiene of the front office and its staff. Represent the department in inter departmental meetings. Responsible, along with the HR department for the employment and training of the staff. Prepares reports to the management and is wholly responsible for the daily functions of the front office.

    Conduct daily departmental meetings to ensure two way communication, training and policy information.

    Introduce new technology to improve efficiency and information


    for decision making.

    Duties of Lobby Manager:


    Schedules the duty roasters. Manages scanty baggage procedures. Co-ordinates with various departments for effective guest handling. Handles guest complaints and ensures that the front office has good relations with all the departments. Attend to any disputes over guest billing. Train staff of the uniformed services. Oversees the concierge, bell desk services, valet parking and doorman services and transportation. Completely responsible for all going-on in the lobby. Custodian of the master key and the keys to all the sores during night.

    Assist the security in lobby surveillance.


    Duties of Guest Relation Executive (G.R.E.):
    Note any special instructions left in the Lobby Managers Log Book. Check the arrivals and departures of the day, especially the VIPs and plan to be there to receive them or see off them. Welcome guests as per the procedures set by the management. Offer assistance for any services required by guests. Manage all guests complaints and take action

    appropriately. Coordinates with group leaders and crew at the time of arrivals and departures. Maintain guest history cards of regular guests and VIPs. Assist the sales in familiarisation tours of the hotel. Coordinates with concerned departments to resolve guest needs. Assist the security in lobby surveillance.

    Duties of Concierge:
    Receive incoming calls and record messages for guests. Handle all guest mail, information, parcels, couriers, etc. as per procedures. Provides personal approach to guest services. Should be equipped with brochures, travel facilities information, sightseeing, shopping, time tables, road maps and other such things for guest assistance. Serves as guests liaison with hotel and non- hotel services. Answer queries of house facilities and places of tourist interest. Helps guests confirm airline, bus or train tickets. Procure box office tickets for cinemas, concerts, special shows etc. for the guests. Coordinates with bell boys to page guests in the hotel. Develop contacts with city services to facilitate guests. Prepares daily summary reports and checks daily room position of suites.

    Duties of Bell Boy


    Handle guest arrivals. Take the baggage from the car in the porch and escorts guest to the room on arrival. Explain the operation and control of light switches and air conditioning etc. to the guests. Reports guests with scanty baggage to the Bell Captain. Handle and store lobby trolleys, wheel chairs etc. Account for postage stamp sold to the guests during the shift. Ensure collection of keys from guests at the time of check out. Handles guests departures and check room for guest belongings that may have been left behind and also report for damaged or missing hotel property. Distribute daily newspapers to the guest rooms as directed.

    Assist in the transfer of guest baggage in the event of a change of rooms.

    Duties of Receptionist:
    To welcome guests on behalf of the hotel. Complete registration formalities, especially the billing information, for the cashier. Control all room keys carefully. Issues keys and receive them back after a guest stay. Be the constant source of guest information, mail and messaging. Checks up VIPs reservations and issue VIP amenities voucher. Prepares all record connected with pre registration for VIPs. Handle group/crew registration as per laid down procedures. Open out guest folio without delay. Give all departure rooms to Housekeeping department.

    Take all cleared rooms promptly from Housekeeping department. Provide safe keeping of guests valuables. Deals with complaints and emergencies.

    Take room reports, occupancy statistics and maintain


    inventory of rooms.

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