FRONT OFFICE SECTION AND ORGANIZATIONAL

CHARTS
FRONT OFFICE DEFINITION
Front office is the major dept in the hotel which is located at the front part of
hotel & is responsible for sell of hotels rooms through the systematic method
of reservation followed by registration & assigning room to the guest. So, front
office department is known as nerve center & also called show case window
where all the information & messages are communication to the different
department. Revenue collected from the sell of room contributed to more than
50% of hotels total sale
SECTION ON FO DEPT

Front Desk Agent

DAILY DUTIES
 Welcoming the guests who come to Front Desk with smile and politely
 Assist the hotel guests in the registration procedures, room key, message, and everything
associated with receptionist duties
 Registers the hotel guests with appropriately and ensure guests receive all the necessary
information
 Input all guests folio into the computer quickly and accurately as possible
 Receiving incoming calls quickly and clearly, give polite and friendly attitude
 Receive room reservation effectively, efficiently and save in reservation form
 Ensure all VIP rooms with a special requests has been given a room key and room number
 Know information about marketing and hotel promotion program
 Fill out and read Log Book at all the times to be understood and implemented if necessary
 Inform the Supervisor or Manager to welcome VIP guests, regular guests, and long staying
guests
 Inform Supervisor or Manager if there any bills are not clear
 Prepare daily report such as Daily Special Rate List, Daily Upgrade List, and Daily No Show
or Cancellation List
 Handling guests complain with effective ways
 Knows and understand the activities and hotel plans
 Ensure all guest messages, faxes and letter delivered properly and timely
DAILY DUTIES
 Knowing changes in currency and traveler check
 Always recognize regular and VIP guests
 Checking validity of travel agent voucher
 Ask guest upon c/o to return the room key to Front Desk
 Filling log book with all information and guets comments
 Handling guest c/o correctly and make sure all bills have been settled according applicable credit
procedures
 Posting all bill into guest folio on sytems
 Ensure rebate and paid out form must get approval and sign by Manager, but minimize using rebate
forms as much as possible
 Preparing report and cash balance and remitance envelopes at each end of the shift
 Ensure all voucher is completely and clearly
 Receive payment
 Accepting payment with credit card in accordance with applicable procedures
 Report the amount of money recieved and which will be given to the next shift, Front Desk Agent
should know each other are recorded in Log Book including House Bank
 Avoid late charges and skipper, soon inform FO Supervisor if found
 Monitor making and returning hotel room key
 Assist automatic night audit process
Concierge
DAILY DUTIES
 Having a complete of the hotel, its food & beverage outlets, conference and
banquet facilities, general layout and working relationship between
department.
 Being knowledge about the city – restaurant, theater, shopping, cinemas,
transport systems, sporting facilities, banks, special events, special venues of
importance, will assist in obtaining reservation on behalf of guests.
 Greets and escorts guests when guests arrive at the hotel.
 Handles in and out baggage and parcels promptly and accurately.
 Delivers all guests with information on inside and outside facilities and
service.
 To be aware of what is going on in and outside the hotel, furnishes guests
with information on inside and outside facilities and services.
 Reports records of all incoming and outgoing baggage and parcels to Bell
Captain.
 Responsible for handling of all incoming and outgoing guests mails,
messages, facsimiles and special deliveries.
 Arranging the required by guests e.g. collection of theater ticket, parcel
delivery, shoes repair etc.
DAILY DUTIES
 Delivers newspaper to guests rooms according to the rooming list prepared
by the Bell Captain.
 Ensures that guests present their check out slip before releasing their
baggage.
 Keep the baggage in the luggage store upon guest’s request.
 Furnishes out and in house guests with paging service.
 Records guests and transfers baggage to new rooms in case of room change
required.
 To responsible for up keeping the working tools, such as baggage trolleys in
the best condition.
 Adopts a friendly, helpful and pleasant attitude to all guests.
 Ensures his own appearance, hygiene, attitude courtesy and telephone
manner are in good order.
 Keep his working area clean and tidy at all time so as to mountain a smooth
work flow system.
 Maintains close working corporation with other department as well as Front
Office sections.
Door Man
DAILY DUTIES
 Open the car’s door at the hotel main entrance and greet the guests.
 Having a complete knowledge of the hotel, its food & beverage outlets,
conference and banquet facilities, general lay out and working relationship
between departments.
 Being knowledge about the city – restaurants, , theater, shopping, cinemas,
transport systems, sporting facilities, banks, special events, special venues of
importance, will assist in obtaining reservation on behalf of guests.
 To be aware of what is going on in and outside the hotel, furnishes guests with
information on inside and outside facilities and services.
 Assists the Bell boys in loading and unloading guests baggage
 Be responsible for the smooth flow of traffic guests baggage.
 Adopts a friendly, helpful and pleasant attitude to all guests.
Guest Relation Officer
DAILY DUTIES
 Assist the group coordinator and reservation on group handling such as
welcome letters, checks and controls group activities and ensures proper
distribution.
 Assist guest in contacting the hotels medical service and ensure report is made
by physician in medical logbook.
 Check and controls cleanliness of lobby area and advises Housekeeping when
follow up is needed.
 Check complimentary order and double checks these against notation or
reservations and ensure order are delivered to room prior to arrival.
 Check welcome board and ensures all names are written correctly.
 Check VIP rooms due to arrive that day ensures all complimentary orders are in
the room and deficiencies
 Check condition of room are duly reported and corrected. Rechecks rooms
which were not in order at the lattes one hour before arrival to ensure room will
be in order in time.
 Welcome VIP/VVIP guest and escort them to their rooms.
DAILY DUTIES
 Assist in registration / information / check in duties during peak hours.
 Observed unusual occurrences in the hotel, report these directly to
Department Head concerned during their working hours or report to Front
Office Manager for further action.
 Cooperates with good team spirit with all section heads within Front Office and
as well as other departments.
 Handles showing of room if such is requested by prospective guests of hotel.
 Ensures that all guest needs, inquiries, requests and complaints are properly
handles and accommodates.
Telephone Operator
DAILY DUTIES
 Operate the switch board in an accurate and efficient way.
 Answers telephone calls according to the Management’s policies and standards.
 Provides services information of hotel facilities to guests and outside callers.
 Books and connects overseas calls as requested by guests.
 Handles guest and wake up call as requested by guests.
 Handles guest screen calls technically and follows the instruction given by
guests.
 Remains calm for any emergency arises, follows the instruction and handing
procedures given by supervisor.
 Familiarizes herself/ himself with the name of all Hotel Executive and
Department Heads including those of unit hotel.
 Provides message taking service for hotel guest.
Reservation
DAILY DUTIES
 Accepts reservations according to the room situation and availability
 Inputs confirm reservation information into computer so as to have the most up date
room situation at all time.
 Follow up reservations to ensure that all confirmed reservations are in good order
 Keeps records of all reservations through a well organized filling system.
 Takes notice of valid contract and room blockages.
 Liaise with sales & marketing department in regards to occupancy, rate reservation’s
analysis.
 Identify top producing accounts.
 Responsible to various production report and supply to each department concerned.
 Ensure for handling of repeats guest and very VIP guest.
 Review room blocking for long stay, suites and special group request
Businness Center
DAILY DUTIES
 Provide high level of secretarial service, e.g. typing & word processing service
for guests.
 Assist guest to make Long distance call & Fax handling.
 Maintain adequate stocks of office supplies.
 Keep up the cleanliness and workflow of the internal working area.
 Ensure appearance, hygiene, courtesy and telephone manners are in good
order.
 Maintain close working co-operation with other departments as well as all
sections in Front Office.
 Perform all duties, other than the above as requested by the hotel policies
and/or his/her direct supervisor.
Valet Driver
DAILY DUTIES
 Provide claim check and instructs guests on how to reclaim vehicle.
 Park guest vehicles in specified areas in a safe and efficient manner.
 Retrieve customer vehicles from specified areas in a safe and efficient manner.
 Provide travel directions and information on property events and promotions.
 Provide general supervision to co worker in order to ensure efficient valet
operations.
 Deliver internal and external guest service by ensuring every interaction.
 Provide especially timely & knowledgeable service; and then some! Always find
solutions to guests’ problems.
 Greet arriving and departing guests. Opens passenger door(s) and offers
assistance, if appropriate.
SMALL HOTEL ORGANIZATION CHART
MEDIUM HOTEL ORGANIZATION
LARGE HOTEL ORGANIZATION
Front Office Courtesy

Many say that the Courtesy (politeness) is important in the hospitality business. But many people do not know how to
execute it properly. According to the National Educational Media Incorporated (NEM) courtesy is:
"It's a way of thinking about how you treat another person.“

Courtesy is a response that appears when a person relates to others. Here a clean mind and a positive mindset will be
very helpful. The habit of positive thinking will be able to create a positive habit, either within or in the act of expression

Smile of hotel staff should not just rhythmic movement in the lips, but also realized with a full service, either through
cleanliness, neatness, fragrance, completeness of facilities, room arrangement and equipment, the coolness of the room
with full attention to detail.

When the hotel staff being into a compact team work, performing work with a passion, have a high innovative
attitude, it certainly will lead to satisfaction for hotel guests. Satisfaction felt by the guests would also be felt by all
employees. Conditions like these that actually a top priority every hospitality business.

Courtesy for the Front Office Department always pay attention to the following matters:
1. First impressions are important
2. Problems faced by guest also a problem for staff who assist are related to service to the guests.
3. Be a good seller
4. Must be able to act as a diplomat who knows very well what guests want and are able to resist without having
to say "no".
5. Always give the impression that friendly to each guest, giving full attention and convince them, talking with her ​
eyes looked without compromising attention to other guests who have served at the same time, always smiling warmly
at the right opportunity.
 Michael L. Kasavana & Richard M. Brooks in the book Managing Front Office Operations mentioned that in the hotel
business known as The Guest Cycle. The cycle consists of four phases:

1. Pre-arrival
May include communication by mail, internet, phone know face to face directly.
2. Arrival
Stage where guests come to stay. reception, registration, to enter the room will be handled by the Doorman, Bellboy,
Guest Relations Officer, Receptionist all of which must be done with an attitude elegant, accurate, and warm according
to the procedure.
3. Occupancy
During the stay guests, Front Office serves as an information center for guests who need it.
4. Departure
The last stage when the guests in the process to leave the hotel.

Courtesy for Door Man :

Doorman or Door girl under the coordination of the Front Office Department. They have the primary task of Lobby door
open for guests who will enter and who will go out the hotel. Doorman should show courtesy with service from the heart
Courtesy for Bell Boy :
5. Bellboy on duty opened the door for a new car coming or going.
6. Bring guest luggage to be checked in up to reception, assist delivering guest luggage upon departure out to the car
7. Bellboy supposedly able to recognize brands and types of cars, knew how to open the car door properly and which door
should be opened first, and skilled driving.
8. Bellboys calculate goods / luggage brought to the guest and inform the number of guests. Must be done quickly and
correctly, in order not to cause unexpected problems, such as lost luggage or any other into the room.
9. When carrying luggage to guest rooms, guests are welcome to walk in front while the bellboy followed. In this situation
bellboy must to know the name of guests, from registration data in the lobby.
6. When entering the room, invite the guests come in first. Describe any existing facilities in the room, do it with a
charming smile and attitude. When finished, say goodbye

Courtesy for Guest Relation Officer :

7. Welcoming the arrival VVIP or VIP guests

8. Check directly to make sure that the guest room ready for use.
9. Prepare all the facilities in accordance with the applicable standards.
10. Prepare information for internal purposes so that all the hotel staff know of any important guests who will stay or
who had to stay.
11. Prepare a welcome card and put in assignated room before guests arrive.
12. Communicate with guests, directly or phone by selecting the appropriate time so as not to disturb guests.
13. Assist guest upon check out
14. Filling the guest history record

Courtesy for Receptionist :

A front office receptionist is often the first face visitors to your offices see. They are largely responsible for the first
impression people have about a company. The demeanor of a front office receptionist is vital to company operations,
and the receptionist’s level of courtesy can have far-reaching consequences. Proper training for this role is essential,
as well as clearly outlining what is expected of the employee throughout her workday.
1. Appearances
The appearance of a front office receptionist is important, and a dress code should be enforced. His personal hygiene
must be well attended to, and his overall grooming should be neat and orderly. If your company has a casual dress code,
it should be noted that certain pieces of clothing are not appropriate, such as shorts, short skirts and revealing tops). If
the person has tattoos, these should be covered up.

2. Phone Conversation
A front office receptionist should respond quickly to phone calls and answer callers with enthusiasm in a professional
manner. Receptionists should be discouraged from unprofessional behavior such as chewing gum or eating during calls,
leaving callers on hold for an excessive period, being short with people even during hectic times as well as keeping
personal conversations to a minimum

3. Customer Relation
A front office receptionist should also be well schooled in handling different types of customers. It's easy to deal with
pleasant people, but when it comes to irritated or angry customers, all reason may fly out the door. Train a receptionist
in handling difficult customers and provide a set protocol that they can follow when this occurs, such as giving the
customer a discount to make her happy or getting her in immediately to talk to a manager.

4. Electronic Communication
As more companies rely on email for interoffice and public communication, it has become more important for front
office receptionists to work on their e-skills as well. They should be instructed on the proper way to answer emails as well
as given a timeframe for responses. In addition, they should be educated on what is considered to be appropriate for
email correspondence within your company. Professionalism should be maintained at all times, especially when dealing
with the public.
Standard of Procedures
Front Desk Agent
Registration

A. Check – In Procedure

Standards
 One team member should stand by at the Lobby at all times. Desk should never be left unattended.
 All guests should be escorted to their room.
 All returning guest should be greet with their name.
 For guest who has a flight detail, the registration card should be ready at the desk.
 Walk-in guest should be registered at the desk and escorted to their room afterwards.
 Guest should never be left alone at the desk

Procedure Repeater Guest

 Acknowledge the guest within 5 seconds when entering the hotel lobby, greet the guest in a warm and friendly manner.
 For Returning guest greet the guest by name by saying “Good Morning Mr./s. (guest name) welcome back to Padjadjaran
Suite
 Reconfirm the length of stay
 Reconfirm the method of payment and the credit card number by saying: “How would you like to settle the payment?” or
would like to use the same credit card with your previous visit?” (this can be applied if you know the guest).
 Ask him/her to sign the Registration Card by saying: “May I have your signature please?”
 Inform him/her re-benefit which is including the room rate, such as breakfast at Restaurant, airport transfer, etc. by
saying: “Your room rate will include 1 American breakfast at Restaurant; the restaurant will be open starting 06.30 in
the morning.
 Ask newspaper preference by saying: “What newspaper would you like to have tomorrow morning sir? We have Jakarta
Post, International Herald Tribune and Asian Wall Street Journal”.
 Wish the guest to have a nice stay then leave the room by saying: “Mr./s. (guest name) have a nice stay”.

Procedure First Timer Guest

 Ask guest Passport, Business Card and Credit Card number by saying: “Mr./s. (guest name) May I have your passport,
your Credit Card and One of your business card please?” Then complete all data required in the RC, such as Passport
Number, Date of Birth and Nationality, write down the credit card number and expiry date and do not forget to write
down the small number.
 Reconfirm the length of stay. “May I reconfirmed your length of say sir? Our record indicates that you are going to stay
with us until ...
 Inform him/her re-benefit which is including the room rate, such as breakfast at Restaurant, airport transfer, etc. by
saying: “Your room rate will include 1 American breakfast at Restaurant; the restaurant will be open starting 06.30
morning”.
 Ask their newspaper preferences, (ASWJ, JKT Post, IHT, Shang Bao, Shimbun, and Kompas). Ask newspaper preference
by saying: “What newspaper would you like to have tomorrow morning sir? We have Jakarta Post, International Herald
Tribune, and Asian Wall Street Journal”.
 Ask him/ her to sign the Registration Card by saying: “May I have your signature please?”
 Wish the guest to have a nice stay by saying: “Mr./s. (guest name) have a nice stay”.
Check-In Room if not ready

 Apologize to the guest that the room is not ready yet

 Inform the guest for duration of cleaning the room
 Have the guest phone number so if the room already clean, Reception can contacted guest directly
 Offer guest to leave they luggage in our luggage store while waiting
 While they waiting please assist them to wait in lobby lounge to give welcome drink, or try to use our hotel facilities e.g
swimming pool, spa, business center
 If room already clean, contact guest immediately say Thanks You for Waiting, and proceed with procedure check-in

Cancelling Reservation
 All cancellation should be handled properly and should be input to system.
 Ask the guest name and arrivals date, or ask the confirmation number.
 Open system, goes to reservation fields, fined the room reservation by name or by confirmation number.
 Ask the reason why the reservation are cancelled
 Ask the callers name, telephone and fax number
 Write down the caller name and the reason on remarks column
 Write again the cancellation reason in the cancellation fields
 Gave the cancellation number to the caller.
 Send the cancellation confirmation by fax if the caller need it.
 Thanks the caller
Departure
Handling Guest Check-Out FIT

 Verify guest name and room number

 Asked the guest if there is any last consume from mini bar
 Yes : Write down the items
 No : Continue next step
 Offer the assistance with their luggage and transportation if needed
 Ask the room key
 Excuse the guest that you are going to back office to prepare and print the preview bill
 Post mini bar consumed into respective folio (if any)
 Print preview bill and present to the guest for verification in the check out
 Take out all supporting document and the Registration card from the respective docket, if there are SDB form attached
on it do not forget to remind the guest to emptied the SDB and surrender the key.
 Ask the guest to take a moment to check the amount breakdown
 If the guest agree ask him to sign
 If not, follow the necessary action (dispute charges)
 Confirm the method of payment
 Receptions check the folio out by using the correct method of payment (cash, credit card, and city ledger).
 Present the final bill to guest neatly in a presentation folder with zero balance (credit card slip on top of invoice).
 Ask at any point if guest had enjoyed their stay, offer an invitation to return/ future reservation.
 Thank the guest and wish them to have a nice journey.
Handling Guest Check-Out Group

 Prepare all folio for the group member

 Give the folio the group leader and ask for his help to collect the payment
 Settle the payment in system
 Issue receipt or bill to the guests

Handling Guest Check-Out Using Travel Agent Voucher

 Verify guest name and room number
 Asked the guest if there is any last consume from mini bar
 Yes : Write down the items
 No : Continue next step
 Offer the assistance with their luggage and transportation if needed
 Ask the room key
 Post mini bar consumed into respective folio (if any)
 Routing the folio based agreement stated on TA Voucher only into different pages ( Strictly don’t show to the
guest)
 Settle the room charge into City Ledger to respective Travel Agent Profile
 Print preview personal bill and present to the guest for verification in the check out
 Ask the guest to take a moment to check the amount breakdown
 If the guest agree ask him to sign
 If not, follow the necessary action (dispute charges)
 Confirm the method of payment
 Receptions check the folio out by using the correct method of payment (cash, credit card, and city ledger).
 Present the final bill to guest neatly in a presentation folder with zero balance (credit card slip on top of invoice).
 Ask at any point if guest had enjoyed their stay, offer an invitation to return/ future reservation.
 Thank the guest and wish them to have a nice journey.

Handling Guest Check-Out Using Compliment Voucher

 Verify guest name and room number
 Asked the guest if there is any last consume from mini bar
 Yes : Write down the items
 No : Continue next step
 Offer the assistance with their luggage and transportation if needed
 Ask the room key
 Post mini bar consumed into respective folio (if any)
 Routing the folio based on agreement on voucher
 Check the validity and remark on voucher
 Print preview personal bill and present to the guest for verification in the check out
 Ask the guest to take a moment to check the amount breakdown
 If the guest agree ask him to sign
 If not, follow the necessary action (dispute charges)
 Confirm the method of payment
 Receptions check the folio out by using the correct method of payment (cash, credit card, and city ledger).
 Present the final bill to guest neatly in a presentation folder with zero balance (credit card slip on top of invoice).
 Ask at any point if guest had enjoyed their stay, offer an invitation to return/ future reservation.
 Thank the guest and wish them to have a nice journey.
Handling Guest Check-Out Using FOREX
 Verify guest name and room number
 Asked the guest if there is any last consume from mini bar
 Yes : Write down the items
 No : Continue next step
 Offer the assistance with their luggage and transportation if needed
 Ask the room key
 Post mini bar consumed into respective folio (if any)
 Print preview personal bill and present to the guest for verification in the check out
 Ask the guest to take a moment to check the amount breakdown
 If the guest agree ask him to sign
 Receive the money based on currency accepted by hotel policies
 Take attention to check condition of money, whether damage or not and returned to the guest if there found damage
 Input to system to convert money into rupiah currency
 Take slip from printer after convert the money and please ask guest to sign it
 Input the total money that already convert to rupiah into system
 Ask at any point if guest had enjoyed their stay, offer an invitation to return/ future reservation.
 Thank the guest and wish them to have a nice journey.
Guest account paid by outside guest

 Verify guest name and room number

 Asked the guest if there is any last consume from mini bar
 Yes : Write down the items
 No : Continue next step
 Post mini bar consumed into respective folio (if any)
 Print preview personal bill and present to the guest for verification in the check out
 Ask the guest to take a moment to check the amount breakdown
 Please prepare authorization form to settle the payment
 Fill In on authorization form detail of person who want to pay his guest account (Name, Adresess, Phone
Number, Credit Card No, Expire Date, Service that covered by guest e.g room only, room and meals.)
 Receptions check the folio out by using the correct method of payment (cash, credit card)
 Present the final bill to guest neatly in a presentation folder with zero balance (credit card slip on top of invoice).
 Ask at any point if guest had enjoyed their stay, offer an invitation to return/ future reservation.
 Thank the guest and wish them to have a nice journey.
Late Check-Out request

 Ask the time they would like to have.

 Grant late checks out without charge, whenever it’s possible (excepting sold-out nights and heavy arrival period)
 During sold out days and days with heavy arrival, a half day charge will be posted after 3pm and a full day charge after
6pm.
 Late checkout request must be put into system and initialed.
Guest Account Administration
Room Change
 Receive request of room change
 Ask for the change reason
 Find out the guest expected room
If Available : - Please inform to Supervisor and Housekeeping for change room
- Confirm the room number
- Prepare new welcome booklet with room key
- Pass to bellman to help guest change the room
- Update room number in system
- File RC form under new room

If Room N/A : - Inform the guest about situation and apologize for inconvenience
- Find out the date of room available
- Confirm the date and time of room change to the guest
- Leave traces
- Duty shift will block room according the traces

If Room Vacant Dirty : - Clean the assigned room ASAP

- Inform GRO if room is ready
Room Rate Change
 Receive request of room change
 Ask for the change reason
 Find out the guest expected room
If Available : - Please inform to Supervisor and Housekeeping for change room
- Confirm the room number and room rate
- Prepare new welcome booklet with room key
- Pass to bellman to help guest change the room
- Update room number and rate in system
- File RC form under new room
- Complete the room rate change form and ask Manager in charge to sign it
- File the first copy of room change form accordingly

If Room N/A : - Inform the guest about situation and apologize for inconvenience
- Find out the date of room available
- Confirm the date and new rate to the guest
- Leave traces
- Duty shift will block room according the traces

If Room Vacant Dirty : - Clean the assigned room ASAP

- Inform GRO if room is ready
Request Late Check-Out
 Receive request of late check out
 Confirm room number and guest name
 Confirm the late check out time
 Check the room situation
If Not Available : - Explain the situation to guest
- Check the account balance
- Suggest guest to keep luggage in hotel

If Available : - Explain hotel late C/O policy to guest

Guest agree to pay Guest refuses to pay the day use charge

Change key card for guest Inform MOD to handle

Change in the information in system Communicate with guest

Make decision

Feedback to FDA

Change key card for guest

Change in the information in system