FRONT OFFICE DEPARTMENT

The FRONT OFFICE DEPARTMENT is the nerve center of a hotel. Members of the front-office staff welcome the guests, carry their luggage, help them register, give them their room keys and mail, answer questions about the activities in the hotel and surrounding area, and finally check them out. In fact, the only direct contact most guests have with hotel employees, other than in the restaurants, is with members of the front-office staff. The Front Office Department is comprised of two main areas: 1. Front Desk 2. Uniform Services Front Desk The front desk is the first (and often last) points of contact with a hotel guest. It manages the in/out flow of guests on a daily basis. The front desk is often called the "hub" or "command center" of the rooms division because so much information and transaction passes through this area. Uniform Services Uniform services encompass the areas within the front office other than the front desk. The name derives from the fact that each of these employees wears a uniform of some sort. Sometimes referred to as guest services, the areas within uniform services include: * Concierge - handles inquiries, requests, packages, messages of guests, and other special needs of guests. * Bell Service - assists guests with their luggage to and from their rooms. * PBX (Private Branch Exchange) - manages communications into and out of the hotel. * Transportation - handles guests' hotel and airport transfers, taxi service, and limousine service. * Valet Parking/Garage - manage guests' automobiles and parking * Doorpersons - welcomes guests as they arrive and enter the hotel lobby. * Business Center - guests can avail services like computer rental, NDD and IDD calls, mail or courier services, photocopying and sending fax similes.

Organizational Chart of the Front Office Department

FRONT OFFICE MANAGER Asst. FO Manager

Front Desk Supervisor FO receptionist FO Cashier Concierge Supervisor Concierge Attendant PBX Supervisor Tel. Operator Bell Captain Bell Man Door Person Transpo. Supervisor Transpo. Officer Hotel Driver Valet Parking Attendant Bus. Cntr Supervisor Bus. Cntr Attendant

Duties of the Front Office Manager He is part of the Executive Committee of the hotel and directs the day-to-day operations of the Front Office Department. Coordinates front office activities of hotel or motel and resolves problems arising from guests' complaints, reservation and room assignment activities, and unusual requests and inquiries. Assigns duties and shifts to workers and observes performances to ensure adherence to hotel policies and established operating procedures. Confers and cooperates with other department heads to ensure coordination of hotel activities. Answers inquiries pertaining to hotel policies and services. Greets important guests (VVIP). Arranges for private telephone line and other special services. May patrol public rooms, investigate disturbances, and warn troublemakers. May interview and hire applicants. May receive and process advance registration payments. May send out letters of confirmation or return checks when registration cannot be accepted. This position typically reports to the General Manager Hotel and supervises subordinate staff.