It maintains records of the hotel occupancy, which help in planning sales and marketing strategies etc. The functions of the front office during the stay of a guest include: (a) Handling guest accounts: Front office cashier handles posting of charges When creating your front office organizational structure, even for the hierarchy of a front office in the hotel industry, you want to work from the top down. *You can also browse our support articles here >. Back office doesn't necessarily take a back seat in business importance. It allows everyone to share their inputs and feel that their ideas are being valued. Direct workflow of Guest Service Attendants regarding guest luggage and amenity needs. Smile and greet customers in a welcoming manner. Lastly, most importantly, the individual must coordinate the response to the guest issue and then follow-up with the guest to ensure satisfaction with the result. The Front Office Department is responsible for creating first hand impressions regarding the level of services and facilities provided. Job purpose of Front Desk Agent is to perform all desk related functions including but not limited to checking guests in and out, making room reservations, giving recommendations, and providing directions. Be responsible of establishing and maintaining professional relationship with hotel guests and patrons. Staffing. (10 marks), Q5. Ability to operate multi-line phone. Published: 1st Jan 1970 in It is a very important building as it is the centre of all postal] activity in a locality and letters remain the most widely used mode of communication in India. Explain Function and Importance of Front office. Front office managers frequently interface with customers, often greeting them as they enter the establishment, answering inquiries and generating sales. Impact printers strike the paper with ink to leave behind an impression. support, especially as investment banks now heavily rely on developing the latest technology. Front office area is commonly termed as ‘Reception’, as it is the place where the guests are received when they arrive at the hotel. An office manager is requested to recruit and select the office staff by the top management. It is therefore vitally important that employees display a prompt and courteous attitude to all guests and demonstrate the excellence in service. Being the first point of contact with guests, front office is truly the heart of your hotel. The front desk is a common part of many work environments, whether hotels, beauty salons, dental offices or educational housing facilities. Whom you hire to be the eyes, ears, smile, and brains—or the head—of your school is incredibly important. The Front Office Department comprise of the Reception, Guest Service Offices, Bell Services, Reservation, Operators, Executive Club, Health and Recreation Center and Business Center. We make the hiring process one step easier by giving you a template to simply post to our site. (10 marks), Q6. Following are the most basic responsibilities a front office can handle. Audit hotel paperwork to ensure the day has balanced Posts room charges and taxes to guest accounts. Basic functions are differed from administrative management functions. The chart for the Function of the Reservation Department. Greet guests and provide door service and bell/valet service when needed. Resolves or refers to Management all guest concerns, complaints or suggestions in a continuous effort to provide superior guest service. Prepare and conduct Front Desk meetings and resolve issues. Thirdly, the guests may have different accents in English and some words are difficult for front office staff to understand due to the different countries, particularly, for the reservations or the operators who deal with customers by phone. It refers to the process of planning, organizing, guiding, communicating, directing, coordinating and controlling the activities of a group of people who are working to achieve business objectives efficiently and economically. Keep periodic balance sheets of amounts and numbers of transactions. Reviewing guest credit card transactions against established limits 5. Its main function is to handle incoming and outgoing calls. It sets the stage for a pleasant or an unpleasant visit. Giving answers to enquiries by clients and advising them accordingly regarding bookings and reservations. The information may be received from within the organization or outside the organization. Provide information and direction to staff to achieve 100% occupancy. found that Front Office Department has important role in supporting the hotel operational. One of the earliest printers to come with personal computers was the dot matrix printer. Registration Card . Development of office systems and procedures: All the jobs in the office are interrelated and … Functions of an office. The function of a printer is to turn digital data into printed media. There are two types of printers: impact and non-impact. 2. Forecasting Rooms Revenue Use historical trend data 2. Sell tickets and other items to customers. In some cases front office managers may also deal with troublesome customers or … Assisting customers who encounter problems in obtaining booking or operating self service equipment and walking around with clients and ensuring that they secure whatever services they are in need of. The Role of a Front Office In A Hotel: The front office is a part of an establishment that comes in contact with clients or customers in marketing, sales and service departments. The nature of the Front Office job is such that he is almost always crowded with various jobs and he often loses control over his time. Settle guest accounts with the ability to make good business decisions regarding discounts. 1. Maintain appearance standards as outlined in departmental and TRC policies. Besides that, register arriving guests while implementing TRC service standards. 1. The main purpose of the front office audit is to verify the accuracy and completeness of the guest and non-guest accounts against the revenue center transaction reports. Allotting rooms while considering varied guest preferences can be easily done; either automatically or manually. Describe. Runs preliminary reports. Any opinions, findings, conclusions or recommendations expressed in this material are those of the authors and do not necessarily reflect the views of UKEssays.com. The front office plays a major role in delivering hospitality to guests. Receive and disburse money in establishments other than financial institutions. From simple essay plans, through to full dissertations, you can guarantee we have a service perfectly matched to your needs. The importance of front office controls has moved beyond its teenage years and come into the light of maturity where operational risk failures of one kind or another have cost major banks some dollar 320 bn since the end of the financial crisis. Front office employees must be trained properly to function within the guidelines and policies of the lodging establishment. Manage operation of the Front desk including Cashier. Offer a phenomenal guest-experience with eZee Absolute software. They offer constant guest interaction, with the most diverse operating exposure in the hotel. Explain different kinds of budget (10 marks) Q3. It also provides assistance to guests during their stay, completes their accommodation, food and beverage, … Stock shelves, and mark prices on shelves and items. 3. Tanpipat (1994) suggested an alphabet to be used, for example, M for Mike, N for Nancy, P for Peter. Some employees regard Human Resource (HR) as the policing, traumatizing, systematizing arm of executive management. Contact involves dealing with sick people, including those with communicable diseases. Functions And Importance Of Front Office Coupons, Promo Codes 01-2021. It is also responsible for managing wake up calls as requested by the guest and preparation of telephone bills made by guest and staffs. Answer customers¿½¿½ questions, and provide information on procedures or policies. The role of the reservation department is not limited to making a reservation. Basic functions may be termed as primary functions. Explain various services a hotel offers to its guest. Processes no shows and close of day. Registered Data Controller No: Z1821391. Our academic experts are ready and waiting to assist with any writing project you may have. When in communication with the guest, the individual must be proactive in every area, including offering additional services. Automating front office operations can lead to a range of benefits that will revolutionize the way companies interact with their customers. There is division of labour too and so one person may not be required to do the whole job single-handed. Lastly, take personal responsibility for correcting customer service problems. Communication is an important part of running a business. Understanding the Front Office It is clear that the functions of the front office and the responsibilities of the front office staff are highly variable. Explain the functions of office. Front office cashier, working in this section is responsible for updating guest bills, keeping up to date cash and credit transactions of the guest and get them settled before the guest departure. For each of the examples below, discuss which of the six major functions of the hotel front office (reservations, reception, communications, concierge, bellhop service, auditing) is … Assist in the day-to-day operation of the hotel front office. Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit levels. (10 marks) Q6. The following are common examples of front office. We've received widespread press coverage since 2003, Your UKEssays purchase is secure and we're rated 4.4/5 on reviews.co.uk. Often have longest contact with guest. Some roles which were traditionally dismissed as back office are rising in prominence. Review all VIP room blocking. Responsible for reconciling hotel paperwork, posting to guest accounts, closing the day, greeting all guests in a pleasant, courteous and enthusiastic manner while registering guest information and settling guest accounts for the Hotel. Calculate total payments received during a time period, and reconcile this with total sales. Helping clients to fill in reservation forms. Moreover, White and Beckley (1988: 51) pointed out that when telephone operators answer the telephone, they should identify themselves, announce the name of the hotel, with the addition of ¿½¿½Good morning¿½¿½ or ¿½¿½Good evening¿½¿½ with the appropriate intonation. The information that agencies provide relates to fare details, tours, schedules, meals, and other important issues that affect clients. Receiving Information. 1. Acquaint guest with hotel. Rooms are of chief concern to the front office and housekeeping departments.It is important for the departments to continuously exchange information on room status. … Ensuring that clients have access to various services without a hitch. Provide quotes for room rates and up-sell the guest when possible and assist in coordinating the Front Desk and the Housekeeping Department. Estimating Expenses Vary directly with rooms revenue It is the first point of interaction between the hotel and the guests. 4 thoughts on “ The importance of front office staff ” Tonsina on January 14, 2017 at 10:28 pm said: This is absolutely the case. The first importance of front office operations is that it is the first point of contact that a guest or a potential guest makes with a hotel, either by telephone, writing or in person. As such, they must be well equipped with computer skills. The Front Office function of a Hotel is to act as the public face of the hotel, primarily by greeting hotel patrons and checking in guests. The agents work on schedules that vary greatly with shifts that ensure that the agency¿½¿½s offices are open 24 hours a day. Le front office est l'ensemble des actions, fonctions ou tâches liées à la vente se faisant en contact avec le client. The front office relies on the back office for support in the form of human resources, internet technology (IT), accounting, and secretarial functions. VAT Registration No: 842417633. So in a finance company or investment bank, front office departments might consist of sales and trading, investment banking, wealth management, and private equity. There is a post office in almost every locality in a town or city. Receive payment by cash, check, credit cards, vouchers, or automatic debits.. Compile and maintain non-monetary reports and records.. Monitor checkout stations to ensure that they have adequate cash available and that they are staffed appropriately. Remains current on groups and property events. In conclusion, front office staff should make their guests happy and satisfied. As Binham; Lampola; & Murray (1982: 17) suggested that front office staff should know many types of rooms and explain each type of rooms which are single rooms, double rooms, twin rooms, suites, connecting rooms and adjoining rooms. Discover the importance of communication within an office environment. Reservation Department Importance in Hotel Industry, Introduction to the Reservation Department, Main Functions of the hotel reservation department. Describe. Manage walk-in traffic. It is the first point of interaction between the hotel and the guests. Define Budget. Generati… They should know basic product knowledge, type of rooms and hotel facilities in the hotel. Assign, coordinate, and supervise work activities of Front Desk Agents. The role of Front Office: The role of Front Office In hotels, the front office is the most important and therefore it should be well organized so that visitors can be impressed. One of the most important functions of the Front Office Manager is Time Management. Scope of job (Duties & Responsibilities): 1. Resolving room status and rate discrepancies 4. Looking for a flexible role? Front office employees should contact clients the day before their appointment and confirm the scheduled time. Weigh items sold by weight in order to determine prices bag, box, wrap, or gift-wrap merchandise, and prepare packages for shipment. The most important administrative functions of the manager include planning, organizing, staffing, directing, communicating, controlling, co­ordinating and motivating. The front office communicate guest’s requirement to other departments, which work in close coordination and cooperation to deliver required product and services. The front desk (office), a term used for the reception area at a medical facility and its personnel (receptionists), is one of the unsung heroes of multi-tasking and keeping everyone happy. They trade in equities, debt securities, derivatives, and provide merger/acquisition and leveraged buyout advisories. Issue receipts, refunds, credits, or change due to customers lastly, count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change. FOM reports to the General Manager of the hotel. To manage front of the house operations of the hotel ensuring that the highest standard of service and the best possible guest experience is maintained. Office operations are also known as office services. Firstly, the front office staff should have a good personality, well dressed and neat. (10 marks) Q5. Verifying posted entries to guest and non-guest accounts 2. Besides that, perform house counts and review daily arrivals, identify potential problems with rooms¿½¿½ activity and take appropriate action. Prepare staffing schedules, complete payroll, and monitor labor costs to budget figures. White and Beckley (1988) mentioned that front office staff should use alphabetic system which is similar to the system that used by travel agents and airlines. (10 marks), Q4. This is contrasted with back office functions that provide services such as administration, operations and technology that don't interact with the customer. Write about Front Office staff skill in guest relations. Explain different kinds of budget (10 marks), Q3. All work is written to order. Info: 2763 words (11 pages) Essay 1) Front Office or Front desk (reception) is the first impression for lodging establishment. Front desk manages every department in the hotel such as accounts, online reservation and housekeeping. … Handle guest complaints and review compliments. This means that in smaller companies finance staff and, occasionally, key operational staff will perform some front or back office tasks. If you work as a front desk clerk, you're in charge of performing a wide range of functions. Basic … At the time of check-out, the folio balance must return to … Ensure that budget and cost effectiveness at the Front Desk is achieved. Take desk clerk as an example. The front office audit is concerned specifically with the following functions: 1. Front Office BudgetingFront Office Budgeting The most important long-term planning function FOM is responsible for: 1. Importance of Front Office Department: Traditional Front Office functions include reservation, registration, room and rate assignment, guest services, room status, maintenance and settlement of the guest account, and creation of guest history records. As a further level of control, it is preferable for those who make up the front and the back office to have different reporting lines. Sort, count, and wrap currency and coins. Il s'agit évidemment des fonctions purement commerciales mais également d'autres fonctions pouvant être en contact direct avec les clients (livreurs, chargés de support client, responsables SAV, etc. Provide administrative, reception and program support to management and staff .Manage phone activity including providing general knowledge to callers. Copyright © 2003 - 2021 - UKEssays is a trading name of All Answers Ltd, a company registered in England and Wales. These employees see HR staff as gatekeepers, people who hold little interest in employee concerns. Job purpose of Assistant Front Office Manager is to provide guidance and leadership as the Asst. Process merchandise returns and exchanges. Work is performed in an office environment. This individual will create relationships with the guests that lead to Renaissance and property loyalty. This could be text, or it could be graphic output. Importance of Office Operations: ADVERTISEMENTS: No job can be done in its totality at a time. What are occupancy ratios? Often involved in processing credit or debit card transactions and validating checks. It also provides assistance to guests during their stay, completes their accommodation, food and beverage, accounts and receives payment from guests. Must be knowledgeable in making reservations. The front office staff records all the transactions between the guest and the hotel on the folio. While many people view the role of the receptionist as not so important, this couldn’t be less true! Getting information about areas of interest in order to target more clients in particular seasons. 2. This section is handle by telephone operator and it is located at the back of the office. Lastly making arrangements for clients¿½¿½ travel programs. As conclusion, this assignment to know different organizational structures in hotels, update and develop procedures necessary to practice in all aspects of fire, health and safety in the hotel workplace, providing effective leadership in the role of receptionist, inform and instruct trainee receptionist in a positive attitude to the responsibilities and duties of front office, an overview of job opportunities and progression, interpret job descriptions and process applications. Explain various services a hotel offers to its guest. Room Allocations. He should be able to match the job needs to time available for effective and efficient performance. Often provide first and last impression. The importance of segregating duties cannot be overemphasised. There will be a receptionist close by to take down the visitor's name and ensure that they are comfortable … Greet guests as time permits at lobby and assists Receptionist during busy period. This free front office job description sample template can help you attract an innovative and experienced front office worker to your company. Primary or basic functions An office basically performs those functions that are related to information management. Involves frequent contact with parents and patients. Performing personal functions: Office is also related to recruiting, training, placing,and promoting the employees. Before you begin an office redesign, think about the types of tasks employees perform in the space. According to Fitzsimmons and Fitzsimmons (1998 & 1994) presented that the front office staff must present an impeccable outward appearance to customers. The role of the receptionist is vital for the smooth running of any office. Complaints are business opportunities or threat. The staff includes desk clerk, cashier, reservations manager, concierge, night auditor, telephone operator, bell staff, room key clerk and elevator operator. Remains current on room rates, room availability and emergency procedures. The front office communicate guest’s requirement to other departments, which work in close coordination and cooperation to … Our software makes it a whole lot convenient for … As this is the most important role in the front office, employees receive the highest salary compared to staff in the same position in other industries. The front office must provide lists for expected arrivals and departures for the day in advance, and notify housekeeping of actual arrivals and departures as and when they occur. Review Front Desk Logbook daily to monitor all activities. Even those front office staffers whose roles have extended into HR and accounting can rely on apps for tasks such as payroll, expense reporting, HR enrollment, and onboarding. Registered office: Venture House, Cross Street, Arnold, Nottingham, Nottinghamshire, NG5 7PJ. Great Opportunity To Save at www.couponupto.com 5 Important Front Desk Functions Greeting Patients. The front office largely consists of client-facing roles. Employees of the Front Office Department often provide the first and last impression of the hotel to our guests. Besides these, the office should also direct, motive, coordinate and remunerate employees to maximize their productivity. Write short notes on Role of the housekeeping control desk. Technical roles have developed beyond I.T. Responds to guest inquiries. Besides that, ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift. The Front Office function of a Hotel is to act as the public face of the hotel, primarily by greeting hotel patrons and checking in guests. Basic Functions of a Modern office. Back Office Importance. Reservation agents can contact clients through telephone conversation and back them up with a variety of reservation software on computers. 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