04 Laboratory Activity 1 - ARG
Front office personnel with their duties and responsibilities.
A. Font office manager
- He is the head of the department.
- He ensure the smooth running of the department.
- He sees to it that his staff reports to duty in time and in proper uniform.
- He ensures that courteous and personalize service is given to the guest by his staff.
- He deals with front office correspondence on reservations, enquiries, room booking
etc.
- He is responsible for the upkeep of the front desk, lobby manager’s desk and their
equipment.
- He deals with the complaints against his staff and other complaints of the guest.
B. Lobby manager
- He ensures that all rooms are blocked as per reservation requests.
- He keeps a check on room position.
- He instructs the airport representatives regarding the list of arrivals to be met.
- He checks pre-registration cards.
- He also checks housekeeping discrepancy report
- He ensures that guest request and complaints are followed up.
- He follows up on group and crew movement.
- He takes action for all unusual events in the lobby like fire, accidents, etc.
- He ensure the smooth running of the lobby.
C. Reception Supervisor
- To train all front office assistants on the job.
- To make the duty roster for the staff.
- To check the shift in charge’s list in a daily basis.
- To check the next day’s arrival list and to belief the staff accordingly.
- He makes the requisition for the stationery required for the front office.
- He ensure the smooth running of the reception.
- Welcoming VIP guest.
- Attends to guest complaints.
- He assists the reception staff.
- Maintains records of the reception.
D. Reception Assistant
- To answer the queries of the guest to their satisfaction and to provide information.
- To promptly register guest and to assign rooms to them.
- To update the room rack regularly.
- To complete pre-registration formalities for VIPs.
- To execute government formalities regarding foreigners.
- To prepare room report and occupancy statistics.
- Send messages to the guest.
04 Laboratory Activity 1 - ARG
E. Reception Shift in-charge
- Performs the task of reception assistant.
- Supervises and checks the entire Shift Operation.
- Handles guest complaints.
- Checks all the reports before the end of the shift.
- Airline crew blocking and group blocking.
F. Reservation Supervisor
- To help out Reservation Assistant in calls, courses and feeding reservation
Information.
- To supervise the staff under her and impart training.
- To monitor all new movements.
- To follow up on billing instructions and other special requests.
- To check on credit facilities to companies, discount policies and discounts offered to
various companies.
- Co-ordination with Reception, Information, Sales and Marketing Departments and
Tour Operator.
- Up-to-date information of the position of the house for the day the next three days.
- Monitors VIP movements and informs all concerned.
- She handles the group and conference booking.
G. Reservation Assistant
- To regularly update the reservation chart and computer.
- To handle all reservation request properly and courteously.
- To keep all reservations correspondence up to date.
- to handle amendments and cancellation of reservation.
H. Senior Bell Captain
- Take stock of the luggage, parcels, and any other material.
- Has thorough knowledge of the hotel, shop, airline offices, executive offices etc.
- To carry out different errands for the guest.
- Responsible for the proper distribution of newspapers.
- Keeping stock of the equipment, trolleys and ensuring that they are in good working
order.
- Vigilant and alert on duty.
- To initiate action against guest having scanty baggage.
- To assist in crew and group wakeup call procedures.
I. Bell Boy
- Take the baggage front the porch to room.
- Escort the guest to the rooms on arrival.
- Place the baggage in the room.
- Bring the baggage down in case of departures.
- Checks the room to ensure that the guest has not left any articles in room.
- Check that mail and messages are timely distributed to the guest.
04 Laboratory Activity 1 - ARG
J. Front Office Cashier
- Operates front office posting equipment.
- Completes cashier pre-shift supply checklist.
- Completes guest check in procedures.
- Post charges to the guest account.
- Handle paid outs.
- Completes guest check-out procedures.
- Settle guest account
- Make account adjustments.
K. Night Auditor
- He post room charges and taxes to guest accounts.
- He processes guest charge vouchers and credit card vouchers.
- He transfers charges and deposits to master accounts.
- He verifies all account postings and balances
- He prepares summary of cash, check, and credit card activities
- He summarizes results of operations for management
- Handle baggage of guest when they are shifting to another room.
- He reports about scanty baggage to the bell captain.
- Understand and knows how to perform check-in and check-out procedures.
I’ve learned that every personnel of front office have a different duties and responsibilities when it
comes in dealing a guest.
