Front Office Organization

Standard

The Front Office Department provides visible service contacts for guests. All staffs need to understand the function of the Front Office Department to able to work together as a team and provide excellent guest service.

Procedure

The Front Office Manager handles the operations of the Front Desk, Reservations,Tour Desk, Operator and Gift Shop.
The Front Office Supervisor is responsible for the operation of the Front Desk during the shift and assists the Front Office Manager. The Front Office Supervisor is responsible in the absence of the Front Office Manager.
The Reservation Supervisor is responsible for the effective and smooth operation of the reservation system. The Reservation Supervisor supervises the proper handling of reservation and ensures that reservation staff meets the needs of the guests in accordance with the availability of the hotel.
The Telephone Operator is responsible in handling all incoming telephone calls and transferring them. The Telephone Operator also takes messages and distributes them.
Receptionist implements all policy and procedures of Front Office by enhancing the quality of services. He/She assists the guest efficiently, courteously and professionally in all Front Office related functions. He/She is responsible for meeting and talking with the guest at all the times with a cheerful disposition and positive service attitude in accordance with the hotel’s philosophy.
The Reservation Clerk handles daily correspondence, responds to inquiries and makes reservation as needed, sends confirmation and follows up all letters or requests concerning reservation.
The Night Auditor is responsible for checking the accuracy of Front Office accounting records and compiles a daily summary of hotel financial performance of the day. He is in charge of all guest requests as well as the Front Office operation and also the preventive security and safety of hotel during the whole night.
The Shop Attendant is responsible for selling souvenir items available at the shop. She welcomes, advises the guests and implements suggestive selling techniques.
The Tour Guides meet and greet all guests upon arrival at the hotel, handle requests for taxis and take care of excursions, recommendations and perform Concierge services.
The Bellman is responsible for the luggage of the guest upon arrival and departure. He deliver guest bags to the room The Bellmen also deliver items to guest rooms and offer directions and information about the hotel.
The Hotel Driver provides transportation services for the guests and other parties whenever necessary.