Notes, Exercises, Videos, Tests and Things to Remember on Front Office Department
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Front office department is the first department noticed by the guest whenever they enter the hotel. It is the department which it responsible for the sale of the hotel room through a systematic method of reservation followed by registration. Revenue Collected from the sales of room contributes to more than 50% of the total hotel sales. The total hotel sales, the profit percentage from sales of a room is very high. Since this is the only department which has got a first and last point of a content of every within the hotel. So, the department is termed as image building. Its function as the "never center" the department also develops and maintain up to a database of guest, information, guest service and ensure guest satisfaction.
According to the famous hotelier Mr. EM. Starlet "The guest is always right “Which is the very baseline of thought that today every hotel. Front Office people and Operator thinks. The department which is located in the front of the house, as the name indicates is called a Front Office. Moreover, the office which is considered as "Shop Window" or a "Show Case" in a shop where a guest is checked in and out, guest personal expenditure account is maintained. Information and message are transferred are known as a front.
This department is the major source of guest information and is responsible is maintaining guest records. It is, therefore, the logical connecting link between the guest and the hotel management. The front office department in a hotel holds prime importance in view of the basic nature of business of establishment i.e. to sale room and collect revenue during arrival and departure of the guest. It has a complementary role of image building, as it is the first and last point of contact for every guest. Thus, the role of the front office is to reserve, receive, allocate rooms to guests and act as a continuous of information to guests thought the period of stay in the hotel.
1. Non automated
It is run by the mechanical equipment such as reception and keys racks, paper files, manual keys, and all paper works. This system is mostly operated by the small category hotels and other business industries.
2. Semi automated
It is run by the machines such as room rack and key rack with light system, posting machines, ECR, typewriter, fax machine and other support devices, etc. This system mostly operated by medium category hotel and other accommodation industries.
3. Fully automated
It is fully run by the aid of modern computer system with the help of software this system has done away the room the room rack and guest rack. The computer terminal has replaced them with all the information of guest check-in and Check-out. It is equipped with a printer, telephone, the internet, credit card processor, voice mail/ message, room service alert, emergency siren,etc. This system is operated by the large hotels and other accommodation industries.
1. Front Office Manager
He is the department head for operation, as well as administrative function of the front offiÂce followings, are some of the duties and responsibilities of front office manager:
2. Reservation Manager
He is responsible for preparing and maintaining reservation status for the property. He/she has following responsibilities
3. Lobby Manager
4. Assistant Front Office Manager
5.Front Office Supervisor
He/she supervises and controls all sections of front office ensure its smooth and effective functioning as per the system and standard set by the management. The duties and responsibilities of front office supervisor are:
8. Front Office Cashier
9. Night Auditor
The day‘s transaction and business Audit every night by the Night auditor. He undertakes the following jobs.
Oli, Gopal Singh and B. B. Chhetri.Hotel management. Kathmandu: Buddha publications Pvt. Ltd., 2015. Book.
Shrestha, Dinesh; K.C, Saroj; karki, karuna; Sharma, Robin; elt.Hotel Management. kathmandu: Arcadia Publishing House Pvt. Ltd., 2068,Shrawan.