Inroduction To Front Office

Lecturer Elena Bt . Anwar

What is Front Office ?

a business term that refers to a company's departments that come in contact with clients, including the marketing, sales, and service departments.

Front Office Activities

Sell guestrooms; register guests and design guestrooms Coordinate guest services Provide information Maintain accurate room statistics, and room key inventories Maintain guest account statements and complete proper financial settlements

Importance of front office

an introduction to the company the communications hub of the hotel Help people decide to whether to choose the hotel (or not!) responsible to ensure that all the guest needs are full filed and the request of the guest are taken care off

Front Office Organi zation

The front office of a hotel is an important area of the organization. To make sure the management of a business is under control an organiation must be created . Every employee has their own work that being appointed to them

Front Office Organization Chart

Corporate Owner General Manager Assistant General Manager Front Office Manager

Cashier Reservation Manager Desk Clerk Telephone Operator

Concierge

Night Auditor

Elevator Operator Bell Staff

Key Clerk

JOB SPECIFICATION
MEANING => A statement of employee characteristic and qualification required for satisfactory performing of defined duties and task comprising a specific job or function. Job specification is derived from job analysis.

JOB ANALYSIS OF JOB SPECIFICATION

QUALIFICATIONS EXPERIENCE TRAINING SKILLS RESPONSIBILITIES EMOTIONAL CHARACTERISTICS SENSORY DEMAND

PURPOSES OF JOB SPECIFICATION

helps candidates analyze whether they are eligible to apply for a particular job vacancy or not.

Job Specification gives detailed information about the job offered . It helps in selecting the most appropriate candidate for a particular job.

Guest Cycle in hotel

The hotel guest stay cycle can be divided into four main stages. Within these four stages there are important task related to guest services and guest accounting.

Pre - Arrival
The Guest chooses a hotel during the pre- arrival stage The guest's decision of making the reservation The reservation contains details of guest specific request Staff have to make sure that room will be available when he arrives to the hotel.

Arrival
includes to determine guest's reservation status before beginning the check in registration process registration process is complete once a method of payment and the guest's departure date have been confirmed guest may be given a room key and direction to the room or escorted by the related staff

Occupancy
front desk staff is to provide anticipatory service and to meet or exceed the guests expectations The front desk follow the hotel standard operating procedure for handling the hotel and guest Other front office financial - verify the charges posted to the guest account and checking guest accounts against the credit limit.

Departure
At Departure the guest vacates the room, receives the accurate statement of the settled accounts, returns the room keys and leaves the hotel. After checked out, front office updates the rooms availability status, notifies the housekeeping department Feedback from the guest were by handing over the guest feedback form.