Front_Office_Operations
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Chapter 1 – Introduction to front office operations
Front of house organization
2.1 Organisation structure continued…
The things to notice about an organisation chart:
●The ‘branches’ of the chart show how roles and responsibilities are divided up into sections or departments. (e.g.. the management of the hotel shown above is divided into two basic divisions: the Rooms Division and Food & Beverage. The Rooms Division is, in turn, divided into four basic functions: Front Office, Housekeeping, Maintenance and security).
●The vertical connecting lines of the chart are also lines of authority and reporting. So, for example, reservations staff report to the Front Office Manager, who reports to the Rooms Division Manager – or, to look at it another way, policies and instructions flow down from the Rooms Division Manager to front office staff.
●The connecting lines of the chart are also lines of communication and liaison. So, for example, it is clear from our chart that staff in the reservations, reception and cashier sections need to communicate with each other: each contributes something to the overall work of the Front Office. At the same time, there is a line connecting reception and maintenance, say: if a guest comes to reception and says that her TV isn’t working, or her window doesn't open, reception will have to liaise with maintenance to make sure it gets
fixed. We will look at how Front Office liaises with the other departments of the hotel in more
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Chapter 1 – Introduction to front office operations
Front of house organization
2.2 The Rooms Division
Figure 1.3: Organisation chart for the Rooms Division in a large hotel
Room Division Manager
Housekeeping
Manager
Room attendence
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Reservations |
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Reception |
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Manager |
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Manager |
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Reservation |
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Shift |
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supervision |
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Front Office |
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Engineering/ |
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Manager |
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Maintenance |
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Maintenance staff |
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Enquiries
Head Hall
supervisor
Head Cashier Porter/
Concierge
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Billing/ |
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accounts |
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Luggage |
Switchboard |
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Cashier |
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porters |
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Keys |
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Page boys |
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Parcels |
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Attendants |
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Garage |
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Source: adapted from Abbott& Lewry(Front Office, p 185).
Chapter 1 – Introduction to front office operations
Role and responsibilities of front of house staff
3. Role and responsibilities of front of house staff 3.1Reservations
3.2Reception (front desk)
3.3Guest accounting/billing
3.4Cashiering and night audit
3.5Switchboard
3.6Concierge and uniformed staff
3.7Guest relations
3.8Job descriptions for front office roles
3.9Working in shifts
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Chapter 1 – Introduction to front office operations
Role and responsibilities of front of house staff
3.1 Reservations
Reservations clerks are responsible for taking enquiries from prospective guests, travel agents, group or conference organisers and other parties who may wish to reserve accommodation.
Their role is to obtain the information required to make a booking; record that information in manual or computerised reservation records; monitor the levels of reservations; issue any documentation to guests to confirm the booking (e.g.. confirmation letters, requests for deposit); and ensure that reception is Informed of the confirmed reservation details and expected arrivals for each day.
A reservations manager or supervisor will be in control of the section, organise staff duty rosters, and make decisions on whether and which bookings should be accepted (if the hotel is fully booked, or bookings have to be 'juggled' to maximise occupancy).
Advance reservations may be handled by the receptionist in a small hotel, but many hotels will have a separate reservations desk or department - perhaps in a back office near reception, since most reservation requests come in by telephone, mail, e-mail or online, rather than via 'walk ins'.
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Chapter 1 – Introduction to front office operations
Role and responsibilities of front of house staff
3.2 Reception (front desk)
'Reception' may be an umbrella term for all front-office functions, but in larger hotels, there is likely to be a special reception desk.
The main roles of receptionists (or front desk agents) are: taking enquiries and reservation requests from 'walk in' Visitors; preparing for the arrival of guests; greeting guests on their arrival; checking guests in (registering them, allocating suitable rooms and checking methods of payment); selling the facilities and services of the hotel; responding to guest problems and queries, or referring them to other departments that can do so; providing information about guests to other front office units and departments of the hotel; and maintaining guest records.
There may be a senior receptionist in charge of each team or shift: of reception staff, who will take responsibility for staff rosters, and the handling of more challenging tasks such as group arrivals and guest problems, requests and complaints. There will also be a reception or front desk manager, with responsibility for the training, supervision and motivation of reception staff; the maximisation of occupancy and revenue (yield management) from the sale of hotel facilities and services; and higherprofile guest duties (e.g.. greeting VIP guests).
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Chapter 1 – Introduction to front office operations
Role and responsibilities of front of house staff
3.2 Reception (front desk) continued…
The reception desk in a very small hotel may only operate extended business hours (say, 7.30 am to 8.30 pm) to cover the main peaks of activity. The hotel will often post an 'after hours' contact number (or operate an intercom system) to allow late-arriving guests, or guests with problems during the night, to contact a designated 'on-call' person (often a resident caretaker or manager). A larger hotel will seek to cover the reception desk on a 24/7 basis, with a permanent night staff or night shift:.
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Chapter 1 – Introduction to front office operations
Role and responsibilities of front of house staff
3.3 Guest accounting/billing
The accounting/billing office is generally a 'back office' role, both because it does not require direct guest contact - and because it requires detailed, methodical (un-distracted) working with numbers, calculations and records! Its main roles are:
●The posting of charges (expenses incurred by the guest for accommodation, meals and other extras) and payments (e.g.. deposits, pre-payments, staged payments and/or the final settling of the bill) to each guest's bill
●The recording of charges/sales and payments in relevant accounting records, and the 'balancing of those records (so that amounts owing always equal amounts paid or due to be paid)
●The preparation of relevant accounting records and management reports (e.g.. summaries of sales figures)
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Chapter 1 – Introduction to front office operations
Role and responsibilities of front of house staff
3.4 Cashiering and night audit
The cashier's department is like the 'bank' of the hotel, with responsibly for handling payments, monies and valuables. Cashiers may report either to the front office manager or to the accounts manager or both, according to the nature of their work.
●Depending on the facilities offered by the hotel, the role of front office cashiers may include:
●The opening and preparation of guest accounts (if not handled by a separate accounting/billing department)
●Accepting and processing payment from guests in settlement of their bills
●Handling foreign currency exchanges for guests (if the hotel is registered to provide this service)
●Accepting and processing takings from other departments of the hotel (e.g.. the restaurant and bar), for account-keeping, reporting, safe storage and banking procedures
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Chapter 1 – Introduction to front office operations
Role and responsibilities of front of house staff
3.4 Cashiering and night audit continued…
●Providing the cash requirements of other departments (e.g.. the cash 'float’held by the restaurant or bar, in order to be able to give change to customers, or the 'petty cash' held at reception for small cash expenses)
●Administering the safe custody system, whereby guests can deposit their valuables for safekeeping by the hotel
The responsibility of a night auditor, is to post the latest batch of charges/expenses to client accounts, balance guest and hotel accounts, prepare revenue reports, and produce statistics and summaries for management.
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Chapter 1 – Introduction to front office operations
Role and responsibilities of front of house staff
3.5 Switchboard
In 'the old days’ basic telephone functions had to be handled by a central switchboard operator. However, more sophisticated networks now allow guests to dial out direct from their rooms (to external numbers, other room extensions and selected departments of the hotel), and to receive calls direct from other rooms and departments of the hotel. Such systems may also have added facilities for automatic logging of guest call charges to the billing office; automated wake-up calls; and hotel and guest 'answer machine' or 'voice mail' (message taking) systems. Where such systems are in place, switchboard operators have much less to do: mainly, directing in-coming calls to the appropriate guest rooms (consulting a guest directory) or to appropriate departments of the hotel; and dealing with answer machine messages.
In smaller or more old-fashioned hotels, however, the switchboard may be a general communications 'hub': putting internal and external calls through for guests; taking messages for guests; making personal wake-up calls; and perhaps also handling incoming and outgoing mail.
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