Thanks to visit codestin.com
Credit goes to www.scribd.com

Scribd
Upload
87 views2 pages

Front Office Operations Notes

The Front Office is crucial for guest interactions and revenue generation in hotels, encompassing various sections such as Reservations, Reception, and Concierge. Key responsibilities include managing the guest cycle from pre-arrival to check-out, handling payments, and addressing guest complaints. Effective communication and coordination with other hotel departments, alongside the use of specialized equipment, are essential for smooth operations.

Uploaded by

Kimani Dennis Kiarie
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
87 views2 pages

Front Office Operations Notes

The Front Office is crucial for guest interactions and revenue generation in hotels, encompassing various sections such as Reservations, Reception, and Concierge. Key responsibilities include managing the guest cycle from pre-arrival to check-out, handling payments, and addressing guest complaints. Effective communication and coordination with other hotel departments, alongside the use of specialized equipment, are essential for smooth operations.

Uploaded by

Kimani Dennis Kiarie
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 2

Front Office Operations – Full Notes

1. Introduction to Front Office


The Front Office is the face of the hotel. It is the first and last point of contact for guests, responsible for welc

Importance:
- First impression of the hotel.
- Acts as a communication link between guests and hotel departments.
- Vital for revenue generation through room sales.
2. Sections of the Front Office
1. Reservation – Handles room bookings.
2. Reception – Guest registration, check-in/check-out.
3. Information Desk – Provides hotel and local area information.
4. Cashier/Billing – Handles payments and billing.
5. Telephone – Manages internal/external calls.
6. Concierge – Bell desk, luggage, transport, tours.
7. Night Audit – Prepares reports, balances accounts.
3. Organization Structure
Typical positions:
- Front Office Manager
- Assistant Manager
- Reservation Supervisor
- Receptionist
- Cashier
- Bell Captain
- Bellboy
- Telephone Operator
- Concierge
4. Duties and Responsibilities
Front Office Manager: Oversees operations, service standards, coordination.
Receptionist: Handles check-in/out, guest queries.
Reservation Agent: Manages bookings.
Cashier: Manages payments and bills.
Bellboy: Luggage assistance, guest escorting.
5. Guest Cycle
1. Pre-Arrival – Reservation and confirmation.
2. Arrival – Registration and check-in.
3. Occupancy – Guest services during stay.
4. Departure – Check-out and billing.
6. Types of Room Rates
- Rack Rate: Official price
- Corporate Rate: Business clients
- Discounted Rate: Promotional
- Group Rate: Tour groups
- Package Rate: Includes extras
7. Reservation Process
Steps: Inquiry > Request > Confirmation > Modification/Cancellation > Pre-arrival prep.
Types: Guaranteed (confirmed) & Non-guaranteed (held till a specific time).
8. Registration Process
Collects guest info: Name, ID, contact, signature, payment method.
Documents: Registration card, key issued, welcome kit.
9. Check-in and Check-out Procedures
Check-in: Verify reservation, register guest, issue key.
Check-out: Collect key, settle bill, get feedback, update status.
10. Communication and Coordination
With Housekeeping (room status), Maintenance (repairs), F&B (orders), Security (safety).
11. Equipment Used in Front Office
- Property Management System (PMS)
- Telephones
- Key cards
- Printers
- Credit card terminals
- Guest folio systems
12. Skills and Qualities of Front Office Staff
- Pleasant personality
- Grooming
- Communication
- Problem-solving
- Multitasking
- Courtesy
- Language skills
13. Guest Complaints Handling
Steps: Listen > Apologize > Identify issue > Offer solution > Follow up > Record complaint.
14. Security and Safety in Front Office
- Handle lost and found
- Emergency protocols
- Privacy and data security
- Key control
15. Night Audit
Done by night auditor to verify accounts, prepare daily summaries and balance guest folios.

You might also like