It is the staff’s responsibility to create a sense of belonging. In addition, receptionist should always show respect, appreciating every time when they are dealing with the guests even when there are busy in doing other tasks, they should leave it and always serve to the guests’ needs and wants. For departing clients, their final words create lasting impressions. Behavior describes how a person behaves to towards another person. Cashiers may also be required to assist other members of the front desk staff in the performance of their duties. This is because asking question indicates their interest in guests and concern for their welfare. Front desk employees often have to work with others. 2. The front office manager’s (FOM) main duty is to provide outstanding services to exceed guest needs. They should not leave callers hanging onto a line but advise them every 20 seconds and if the wait is too long, ask if they can connect the caller to someone else. The hotel’s different departments and their functions all play a crucial role in ensuring the successful run of the business, while providing a positive experience to its guests. The front office department in a hotel holds prime importance in view of the basic nature of business of establishment i.e. Other guest communications duties may include providing information on hotel policies, facilities and services, and welcoming important guests. View 105918569-Front-Office-Department.ppt from HUE 2006 at Hue University. Clients communicate their complaints not only to the front desk staff but also coworkers, business associates, and other guests. Hence, communication within and out of front office department needs to … A shrug should not be practiced by the front office staffs because it can very irritating as it suggests that the person is unconsciously trying to avoid the guest problems or complaints. Front Office Organization Chart _____ General Manager As a hotel manager duties vary depending on the size and type of hotel, but may include: planning and organizing accommodation, catering and other hotel services; promoting and marketing the business; managing budgets and financial plans as well as controlling expenditure. This kind of invasion makes guests feel uncomfortable thus it should be avoided. You can view samples of our professional work here. Looking for a flexible role? Every day is different with the arrival of new personalities from different walks of life. Company Registration No: 4964706. Rooms Division Front Office Housekeeping Reservations Telephone Uniformed services/concierge 14. The front office is the nerve center of the hotel and, as such, is an excellent place in which to gain a detailed understanding of how a modern lodging establishment operates. A night auditor has a dual role. Moreover, the manager may also be responsible for hiring and training new employees, and for periodically reviewing the performance of each staff member. Front office communication with other departments can make or break the guests’ stay at the hotel. Second, the night auditor has an important bookkeeping function to perform which is preparing the machine balance report. The following personnel may be employed in the front office are front office manager, assistant front office manager, front desk representatives, night auditor, cashiers, reservationists and telephone operator. Members of the front-office staff welcome the guests, carry their luggage, help them register, give them their room keys and mail, answer questions about the activities in the hotel and surrounding area, and finally check them out. In addition, the cashier is responsible to perform routine front office duties such as sorting mail, handling guest communications and coordinating room status reports. I have referenced the sources from which information is obtained by me for this assignment. Front office staffs must know is not good ethics to ignore the customer and leave him waiting unattended. Overlooking trivial misunderstandings with other departments sometimes takes colossal effort, but the front office must keep the communication lines open. Firstly, the front office staff must always be prepared and answer promptly by the third ring if possible. The front office is the nerve center of the hotel and, as such, is an excellent place in which to gain a detailed understanding of how a modern lodging establishment operates. The receptionist should never keep arms folded defensively because her posture conveys the impression that she is not very anxious to help or assist the guests. The front desk staff must convey the impression that it is not there just to sell rooms, but rather to make guest’s stay at the hotel as enjoyable as possible. Communications and accounting are two of the most important functions of a front desk operation. The FRONT OFFICE is the nerve center of a hotel. Clients form their first and, sometimes, most-lasting impressions of the hotel based on their experience with the men and women of the front office. First impressions are only part of creating a positive relationship between hotel and client. Next, the front office staff must be able to speak directly into the telephone. Thus, it is a must to show a positive expression to the guests as a front office staff. 1st Jan 1970 Guest service agents take reservations, register guests, allocate rooms, answer guest inquiries, provide information on restaurants and attractions, and check out guests. Front Office Department plays a vital role in a hotel, and it is the face of a hotel or hospitality establishment. What does contingent mean in real estate? In addition, the front office manager confers regularly with the sales and marketing department for updates on special group reservations, billing arrangements, potential peak periods, and general forecasts. A client’s first impression of an establishment and is made upon entering the company’s premises. This is how behavior playing a role in a front office staff and how are them to show a good impression to the guests and towards the satisfaction of the guests. Total rooms available divided by the number of rooms occupied is … Front Office – Nerve Centre of The Hotel. The front office manager assigns duties to staff members, prepares weekly work schedules and shift assignments, and holds regularly scheduled staff meetings to ensure that staff members understand and adhere to hotel policies and operating procedures. Why front office is the nerve center of the hotel. All Rights Reserved. Why, because all the transactions is process here. It has a complementary role of image building, as it is the first and last point of contact for every guest. Lastly, they are to end the call courteously by the wishing the caller a pleasant day. Many members of the hotel staff work behind the scenes and rarely, if ever, have any personal contact with guests. Every guest has the ability to read whether the front office staff is friendly or not by looking at her expression. 1. VAT Registration No: 842417633. Disclaimer: This work has been submitted by a university student. This is where guests go upon arrival as well as departure and is their information kiosk for any questions, concerns, or … And to provide guests assistance with luggage, transportation, information concerning the hotel and the city, and any other service arrangements needed during their stay. A part from that, the front office staff must be in full possession of all the facts. Facing somebody usually indicates interesting and leaning forward shows even greater interest unless it involves an invasion of personal space. b) Discuss the arguments against and in favour of hand-written reservation forms in hotels with computerized advance booking systems. Moreover, it saves time if the front office staff takes action to the purpose of the call. It is important to address clients as they wish to be addressed. The way that a front desk representative addresses guests creates the impression of respect and concern that the hotel has for its clients. At some properties, front desk representatives handle cashier functions as well as guest registration. Copyright © 2003 - 2021 - UKEssays is a trading name of All Answers Ltd, a company registered in England and Wales. Security is responsible for maintaining security systems and implementing procedures aimed at protecting the personal property of guest, employees, and the hotel itself. Communication and accounting are two of the most important functions of a front desk operation. The front office staff should never be defensive when dealing with clients who have complaints. They need to ask guest to describe the problem with as much detail as is necessary. The assistant front office manager is responsible for coordinating front desk operations. This essay describes why the front office of a hotel is its nerve center and it begins by explaining the duties and importance of the front office staff that makes the department so crucial, followed by the skills needed by the team to make the department a success. Topics a) Examine and discuss the role of Front Office – the Nerve Centre of the Hotel – and compare with other hotel departments. The front office has been described as the hub or nerve center of the hotel. Front office is the nerve center of the hotel. When a guest is ready to depart, the front desk representative summons a bell attendant to transport guest luggage to the lobby and prepares, verifies and arranges the guest check. They show interest, excitement, empathy, concern; they create an upbeat, positive environment. If a client or a prospective one is greeted by a courteous and attentive staff, the first impression he will get is that the company is a smooth running business with well trained staff. The Front office Function can be … When a client first arrives, the front desk representative should seek to establish a “comfort zone” in which the client feels at ease. Front Office Department: This department performs various functions like reservation, reception, registration, room assignment, and settlement of bills of a resident guest and the front office department is considered as the nerve centre of a hotel.. Front Office organization chart adapted from a small sized hotel: Front Office organization chart adapted from a medium sized hotel : Front Office organization chart adapted from a large sized hotel : Interdepartmental cooperation must be stressed during the introduction to the front office. This covers interpersonal of a receptionist example like their dressing and grooming. In addition, not only does focused eye contact display confidence of the front office, it also helps the guest to understand the staff is really paying attention into the conversation. The guest reservation is received here and as soon as the guest approaches towards the hotel, he is met by the doorman and then directed to the reception desk. Besides, the assistant front office manager may assist the front desk staff during periods of peak activity. A simple question like “How was your flight?” or a comment like “What a beautiful dress!” can establish instant rapport. A company’s front office workers are its public face and they need particular qualities. The staff members handle reservations, greet guests on arrival, register new guests, dispense keys, handle incoming and outgoing mail, take messages for guests, provide information, listen to complaints, and handle check-out procedures when guests depart. It is a Department that makes the first impression 16. Study for free with our range of university lectures! Front office cash counter is the center point of collecting whole revenue of hotel. This is not an example of the work produced by our Essay Writing Service. Besides that, the front office must be active listener and limit their talking. Customers should be welcomed in the premises as soon as possible and it is especially irritating to have to wait and listen to front office staff chatting about their personal business between them or on the telephone, while the client is left waiting. They must be trained on how to deal with them and on how to calm them down. Front office staffs must have certain skills to attract guests during the first impression. The daily posting of scheduled events on a felt board or an electronic bullet in board provides all guests and employees with information on group events. First impressions count more than anything that follows. Front office can be defined as the sales, marketing and service departments which are a direct interaction with the customer and cooperating with the back-office departments to maintain a two-way flow of information. It is also the responsibility of the front desk representative to notify the bell captain or summon a bell attendant to transport guest luggage. departure and is their information kiosk for any questions, This is an ideal time to establish the importance of harmony among the housekeeping, maintenance, marketing and sales, food and beverage and front office departments. In contrast, the front office staff performs its job before the public, like actors on a stage. Front office-is the nerve center of a hotel and the very critical unit because all the transactions is being process in this department.T he front office welcomes guests to the accommodation section: meeting and greeting them, taking and organizing reservations, allocating check in and out of rooms, organizing porter service, issuing keys and other security arrangements, passing on messages to customers and … A position in the front office is an ideal launching pad for future advancement in the hotel industry. For arriving guests, their behavior sets the tone for the entire stay. Front office executives are responsible for handling front office reception and administration duties including greeting guests, managing and training the staff and ensure of providing a professional and friendly service to guests.