The Front Office
Organization and Functions Lecture 2
AIREEN Y. CLORES, MBA/DBMHM HRTM 133 INTRUCTOR
Objective:
Organization set up of Front office The F.O function and responsibilities Identify the positions and its job specification of each human resource in the front office.
Front Office Manager
Secretary
Front Office Manager
Assistant Manager Guest Relation Officer
Chief Concierge
Reception Supervisor
Assistant Reception Supervisor
Reservation
Manager
Reservation Supervisor
Telephone Supervisor
Assistant Telephone Supervisor
Airport Supervisor
Assistant Chief Concierge
Airport Representative
Concierge
Valet Parking attendant
Senior Reception
Reservation Clerk
Telephone Operator
Bell Boy
Reception
FRONT OFFICE ORGANIZATIONAL CHART
Front Office Function
Front Office Manager (FOM)
Revenue Management
Reservations
Guest Services
Night
Audit
Desk Staff
Concierge
Bell Staff
Corporate Owner General Manager
Front Office Manager Night Manager Pool Mgr
Maintenance/Grounds keeper
Controller
Housekeepe r
Maids
Restaurant Manager Cook Host
Wait Staff
Housemen
Desk Clerk
Pantry
Full Service Hotel
Dishwasher
Bus Staff
Small limited-serving lodge
Corporate owner Front Office Manager Desk Clerk Night Auditor General Manager Housekeeper Maids Housemen
Maintenance Manager
Standard Size Hotel
Corporate Owner General Manager
Front Office Manager
Night Auditor
Desk Clerk
Front Office Manager
Secretary
Front Office Manager
(Guest Relation Officer)
Concierge
Reception Supervisor
Assistant Reception Supervisor
Reservation
Manager
Reservation Supervisor
Telephone Supervisor
Assistant Telephone Supervisor
Pensioned House
Front Office Manager
Secretary Front Office Manager Assistant Manager
Guest Relation Officer
Chief Concierge
Reception Supervisor
Assistant Reception Supervisor
Reservation
Manager
Reservation Supervisor
Telephone Supervisor
Assistant Telephone Supervisor
Airport Supervisor
Assistant Chief Concierge
Airport Representative
Concierge
Valet Parking attendant
Senior Reception
Reservation Clerk
Telephone Operator
Bell Boy
Reception
Resort
Front Office Functions With Other Positions
Revenue manager
Reservation manager
Desk staff
Guest registration Concierge
Front Office Manager
Bell staff Night auditor
Organization of F.O.
General Manager
the person in charge of directing and leading the hotel staff in meeting its financial, environmental, and community responsibilities, develops and stylizes organization charts that fit his or her plan to meet the goals of the particular company
front office manager,
the person responsible for leading the front office staff in delivering hospitality
The executive ousekeeper, the person responsible for the upkeep of the guestrooms and public areas of the lodging property as well as control of guest room inventory items, keeps on top of new trends in controlling costs and effective use of personnel.
Responsibilities of Front Office
Revenue & reservation management
PMS & its management
Functional areas
Management of guest Services Accounting for guests
Data management
Front Office: The PMS & Its Management
Guest histories
Room rates, reservations, and room assignments PMS: Computerized system Reservations Management information functions
Accounting information
Other selected guest services
Front Office: relationship with other departments
Banquets Marketing and Sales Maintenance
Food and Beverage
Front office
Controller
Housekeeping
Security
Human Resources Management
Front Office: relationship with other departments
Marketing and Sales Banquets Maintenance
Announcement boards for events
Food and Beverage
Front office
Financial transactions
Controller
Employee needs
Housekeeping
Security
Human Resources Management
How do front office coordinates with other departments in the hotel?
Front office & Housekeeping Coordination
Rooms information on occupancy level The housekeeping department also receives other important information from the front office, which require special attention:
VIPs in the House GROUPS in the house CREW in the house
Front office with other departments..
Maintenance & Engineering Provision of engineering facilities and maintenance to keep things in order Security Responsible for handling emergency situations and secure safety and security of hotel property, staff and guests. Food & beverage department Coordination with restaurants and banquet halls with the Coordination with HRD Requirements for rooms division staff, and other issues related to human resource
Stages: interactions and transactions between the guest.
Sequence of Front office Service
reservations, check-in and registration, mail and information, uniformed service and baggage handling, telephone calls and messages, handling guest accounts, and check-out and bill settlement.
Front office personnel
Functions Roles Responsibilities
