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    3.1 Front Office Department Includes

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    Print Jone
    The document describes the front office department and its operations in a hotel. It discusses that the front office includes the front desk, concierges, and PBX. The front office is responsible for guest services like registration, handling accounts and communication. There are two types of front office operations - front-house operations that guests can see like check-in/check-out and back-house operations like maintaining records and reports. It also outlines the typical guest cycle in a hotel which involves the pre-arrival, arrival, and occupancy stages.

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    3.1 Front Office Department Includes

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    Print Jone
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    The document describes the front office department and its operations in a hotel. It discusses that the front office includes the front desk, concierges, and PBX. The front office is responsible for guest services like registration, handling accounts and communication. There are two types of front office operations - front-house operations that guests can see like check-in/check-out and back-house operations like maintaining records and reports. It also outlines the typical guest cycle in a hotel which involves the pre-arrival, arrival, and occupancy stages.

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    The document describes the front office department and its operations in a hotel. It discusses that the front office includes the front desk, concierges, and PBX. The front office is responsible for guest services like registration, handling accounts and communication. There are two types of front office operations - front-house operations that guests can see like check-in/check-out and back-house operations like maintaining records and reports. It also outlines the typical guest cycle in a hotel which involves the pre-arrival, arrival, and occupancy stages.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    29 views3 pages

    3.1 Front Office Department Includes

    Uploaded by

    Print Jone
    The document describes the front office department and its operations in a hotel. It discusses that the front office includes the front desk, concierges, and PBX. The front office is responsible for guest services like registration, handling accounts and communication. There are two types of front office operations - front-house operations that guests can see like check-in/check-out and back-house operations like maintaining records and reports. It also outlines the typical guest cycle in a hotel which involves the pre-arrival, arrival, and occupancy stages.

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    3.

    1 Front office department includes

     Front Desk

     Uniformed services

     Concierges

     Front Office Accounting System

     Private Branch Exchange (PBX), a private telephone network used within an


    organization

    3.2 Basic Responsibilities of Front Office Department

     Following are the most basic responsibilities a front office can handle.
     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

    There are two categories of Front Office Operations −

    Front-House Operations

    These operations are visible to the guests of the hotel. The guests can interact and see these
    operations, hence, the name Front-House operations. Few of these operations include −

     Interacting with the guests to handle request for an accommodation.

     Checking accommodation availability and assigning it to the guest.

     Collecting detail information while guest registration.

     Creating a guest’s account with the FO accounting system.

     Issuing accommodation keys to the guest.

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     Settling guest payment at the time of check-out.

    Back-House Operations

    Front Office staff conducts these operations in the absence of the guests or when the guest’s
    involvement is not required. These operations involve activities such as –

     Determining the type of guest (fresh/repeat) by checking the database.

     Ensuring preferences of the guest to give a personal touch to the service.

     Maintaining guest’s account with the accounting system.

     Preparing the guest’s bill.

     Collecting the balance amount of guest bills.

     Generating reports.

    Guest Cycle in Hotel

    Generally, a guest’s interaction with the hotel is divided into the following four sequential
    phases −

    Pre-arrival

    It is the stage when the customer is planning to avail an accommodation in the hotel. In this
    first stage, the customer or the prospective guest enquires about the availability of the
    desired type of accommodation and its amenities via telephonic call or an e-mail. The
    customer also tries to find out more information about the hotel by visiting its website.

    At the hotel end, the front office accounting system captures the guest’s information such as
    name, age, contact numbers, probable duration of stay for room reservation and so on.

    Arrival

    The front office reception staff receives the guest in the reception. The porters bring in the
    guest luggage. For the guest with confirmed reservation, the front office clerk hands over a
    Guest Registration Card (GRC) to the guest and requests the guest to fill in personal
    information regarding the stay in the hotel. The clerk then registers the guest in the database

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    thereby creating a guest record and a guest account along with it. Later, the clerk hands over
    a welcome kit and keys of the accommodation. After the procedure of registration, the guest
    can start occupying the accommodation.

    Occupancy

    During occupancy, a front office accounting system is responsible for tracking guest charges
    against his/her purchases from the hotel restaurants, room service, bar, or any outgoing
    telephone calls made via the hotel’s communication systems. The front office staff is
    responsible to manage and issue the right keys of the accommodations to the right guests.
    On guests’ request, the staff also makes arrangement for transportation, babysitting, or local
    touring while the guest is staying in the hotel.

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