What is the operational structure of front office?

Reservation − It includes handling request of customers for reserving accommodations. Reception − It includes receiving the guests according to the highest standards and registering them appropriately. It also includes bidding the guests off. Handling guest luggage.

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

• 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.

Setting a specific front office structure Helps companies align roles, responsibilities and objectives for individuals in the company. This can create an overall synergy by separating tasks among individuals with the most experience or skills to complete tasks and activities.

Front Office Operations and the Guest Cycle

The front office serves as the guests’ primary liaison throughout the guest cycle. If guests have questions during the research phase, they call the front office. When they’re ready to book, they call the front office.

TELEPHONE OPERATOR DUTIES AND RESPONSIBILITIES:

Directs call to guest rooms, staff, or departments through the switchboard or PBX system. Places outgoing calls. Receives guest messages and deliver the same to the guest. Logs all wake-up call requests and performs wake-up call services.

Front Office Department is one of the most important departments of any hotel because for a guest, it is the first point of contact with the hotel staff. It performs various functions such as Reservation, registration, check-in, check-out Etc.

With this ON POINT article you are about to understand the Sub-Sections of Front Office Department along with their basic activities.

• RECEPTION AREA. Also known as Registration Section, This section is located in the Lobby. …
• INFORMATION DESK. …
• CASHIER ZONE. …
• RESERVATION. …
• SWITCHBOARD SECTION. …
• LOBBY. …
• THE BELL DESK. …
• BUSINESS CENTER.

Every hotel, whether it’s big or small, needs an organizational structure to carry out its daily operations. It is used To help divide tasks, specify the job for each department, and delegate authority within and among departments. Effective job specifications will increase work productivity and efficiency.

Organizational structure is The method by which work flows through an organization. It allows groups to work together within their individual functions to manage tasks.

The five departments that are listed in a hotel organizational structure are Rooms; Food and Beverage; Human Resources; Marketing; and Accounting. The Rooms department handles customer service including laundry, housekeeping and reservations. F&B is responsible for running room service, bar and restaurant operations.

The Guest Experience Journey has 5 different distinct stages: Pre-arrival, arrival, stay, departure, and post-stay.

The hospitality industry is vast and can be broken down into separate sectors. The top four sectors consist of; ‘Food and Beverage’, ‘Accommodation’, ‘Travel and Tourism’ and ‘Entertainment and Recreation’.

The main function of this department is Reservation, Guest service, Check-in, Check-out, Telephone, Finance & Cashiering, Foreign Exchange, Room Assignment, Inquiry etc. The Front Office is also called the nerve centre of a hotel.

Front Office Manager responsibilities are:

Ensuring timely and accurate customer service. Scheduling shifts and supervising front-office personnel including receptionists٫ security guards and call center agents. Training and supporting office staff. Handling complaints and specific customers requests.