FRONT OFFICE

Front office/reception is the first place where guest/customer arrive and come in touch with the staff.

Front office is the mirror of the hotel.

Receives information about the customers then will pass onto the other department of the company.

The company needs to give training to the front office manager because this position will contact with customers the most.

Front office staff need to use different skills on technologies too.

Mix of getting in touch with customers and also helping out internally in the office.

Hotel and Motel Front Office Attendant

may perform the following tasks:

Receive reservations for accommodation from clients, either in person, online or by telephone, fax or email.

Take guests details and allocate their rooms

Talk to transport carriers(such as airlines, bus companies and rental car agencies) to make and confirm travel arrangements for guests

Inform guests of the hotel/motel’s services and facilities, policies and procedures

Provide tourist information to guests

Make reservation to sight seeing tours, restaurants, the cinema and live entertainment

Take messages for guests

Finalise guest’s bills and issue receipts upon payment

Arrange accommodation for guests travelling to other destinations

Perform cashier duties and exchange foreign currency

Place guests possessions in a safe if requested

Deal with inquiries and requests from guests

Personal Requirements

Enjoy working with people Friendly, helpful and

patient Able to assist guests with

a limited understanding of English

Good communicate and interpersonal skills

Able to record information accurately

Able to work as a leader and as a part of a team

Able to project a professional manner at all times

Flexible and resourceful Able to stay calm in difficult

situations

Front Office Operations & Its Relation With the Guest Cycle

The quality of the guest experience is dependent on the quality of front office operations and the processes in place to handle guests needs.

Each staff member interacts with the guests at some point during his stay and is instrumental in forming a friendly and trusting relationship.

Reservations Making reservations for

guests is a function of front office operations. Even though guests may make reservations online, reservations have to be monitored, verified and often changed at the guest’s request.

Check In

Once guests arrive, the front desk staff reviews their reservation information for accuracy. Each staff person must be well trained on front desk systems, rates, accommodations types and how to handle special requests.

Concierge Services Resort hotels, destination

hotels or those in major cities or recreation areas often have concierge services such as making restaurant reservations, suggesting activities for families, booking tours and providing information about the area.

Check OutGuys expect a quick check out with accurate billing. The checkout is the guest’s final experience with front office operations and the end of the guest cycle.