22 Priyakron Wongsachai

FRONT
OFFICE
DEPARTMENT

RECEPTIONIST

BY CASHIER

Priyakron wongsachai
number 22



FRONT OFFICE

When a guest enters a hotel, 95% of course will always walk
to the front office first. or whether any information in the
hotel. Most of the guests will come straight to the reception.
Therefore, the reception is another very important
department.

What is front office?

Front Office Department

Front Office Department is a department that
plays an important role in the hotel business. The
main functions of the front desk is to provide an
advantageous customer service as the main center
of customer service The work will be linked to all
departments of the hotel as agents in the guest
service from (Check In – In House – Check Out)
and work must have a correct and careful
procedure and must be consistent with accounting
entries.

POSITIONS WITHIN THE
FRONT SERVICE DEPARTMENT

Front Office Manager
Receptionist
Bell Boy
Cashier
Door Attendant and Doorman
Night Potter
Reservation Clerk
Telephone Operator
Concierge

FRONT OFFICE MANAGER

Front Office Manager Has a
duty to supervise the
operation of the reception is
going smoothly. and effective
Meet the standards set by
the hotel, which the Front
office manager will be the
middleman to take orders
from the top management
and distribute the work to
the general staff again.

The front office manager is also responsible for
recruiting, training, monitoring and supervising all
members of the hotel's front office team. including
setting goals Set a budget and control operating
expenses. Evaluate the quality of work of team
members. and predict future occupancy levels.

RECEPTIONIST

When guests walk into the hotel staff receptionist
(Receptionist) will be the first person the guest speaks with.
The reception staff must greet and welcome guests. Register
guests and pay for rooms, hand over keys, collect inquiries
and deal with unsatisfied guest matters. Gather information
about food and beverage costs from restaurants and bars,
as well as laundry costs. And in addition, may have to
think about coordinating with other departments on
various matters related to the guests.

BELL BOY

Bellboy's duty is to welcome guests at
come into the hotel Provides
information about the hotel as well
as giving directions to various points
in the hotel. If the guests are staying
in the room, they have to help the
guests carry their luggage to the
room and when the guests leave,
they have to unload the stuff from
the room as well.

CASH
IER

The cashier is responsible for collecting money. Issue invoices
and receipts to guests. List expenses in the guest file during
their stay. Collection of various bills before the guest checks

out. including services for guests and currency exchange

DOOR ATTENDANT AND DOORMAN Have a duty to help open the car door. hotel
door when guests arrive Help and service to

guests at the doorstep of the hotel.

NIGHT
POTTER

Night Potter is the one w
ho works at night. Usually

during the night Most hotels will have staff on duty as
necessary. and night workers have to multitask. Because it
must be done in place of other positions that do not have
people on duty as well. Night Porter will take over various
tasks of the reception from around 11 PM or 24.00 until
the morning of the next day.

NIGHT POTTER NIGHT POTTER NIGHT POTTER





The Night Porter is responsible for
handling some incidental matters
during the night, such as late-night
guests. and some guests who check out
at dawn take care of answering the
phone General security checks Provide
refreshments and snacks for guests who
may request for the night. and perform
other duties such as helping to arrange
the event room if there is a meeting or
a party in the morning.

NIGHT POTTER

Responsible for taking care of customer reservations. It is
responsible for confirming the reservation when the guest
enters the room through various channels such as e-mail,
letter or fax, selling additional services when appropriate.
Make a list of incoming and outgoing guests. and other

relevant reports to supervisors.

RESERVATION
CLERK

TELEPHONE OPERATOR
Answer and manage calls bo
th in and out as well as

control the telephone system in case of having to call the
guests to wake up Answer various questions about the

hotel by phone.

CONCIERGE Has a duty to confirm the reservation for customers of
restaurants, tours, limousines or other services such as
booking theater tickets, booking tours, recommending
attractions Suggest a store that guests would like to go
to. as well as helping guests in case they need more

information.

OPERATIONAL STRUCTURE
OF FRONT OFFICE



There are lot of staff working under front office manager. The

structure of the front office department changes according to

the size of the hotel business, physical size of the hotel, and

the hotel management policies. Following is the general

structure of the front office department :

HOTEL FRONT OFFICE
SECTIONS

Front office department manager heads the team of
staff working on various activities and responsibilities in
the front office department. Few prominent activities
that the front office staff is involved in are :

Reservation − It includes handling request of
customers for reserving accommodations.
Reception − It includes receiving the guests
according to the highest standards and registering
them appropriately. It also includes bidding the
guests off.
Guest Services − They are also known as
Uniformed Services. It includes personalized guest
services such as :

- Handling guest luggage.
- Handling guest mail.
- Delivering newspapers in accommodations.
- Paging the guest inside the hotel (locating the guest
in the hotel).
- Arranging for a doctor in emergency.
- Parking guest’s automobiles.
- Arranging for reservations at the places of
entertainment outside the hotel.
Accounts − It mainly includes a front office cashier and
a Night Auditor. The cashier is responsible for handling
guest payments. He typically reports to the accounts
manager rather than the front office manager.
The night auditor performs the duties of front desk reception
as well as accounting partly during the night shift. He needs to
report to the heads of both departments, front office, and
accounting.
Communication − It involves handling communication
among various other departments and guests of the
hotel.

Features of
the receptionist

Hotel receptionist It can be considered as another important
factor that will impress guests and come back to use the services
of the hotel again. because the receptionist It is the face of the
hotel. When guests enter the hotel The first thing guests will
meet is the receptionist. Therefore, today's hotels have selected
the qualifications of the receptionist and taught the service
standards of the receptionist to be the same. Baggage attendants
who guide guests and carry their luggage to their rooms. and a
cashier who collects and collects payments from guests.

Qualities of
a good receptionist

• have a good attitude beaming - The receptionist is the face
of the hotel. This is because it is the first person the guest
communicates with and is the person who answers the guest's
initial questions. No one wants to connect with someone who
is clearly in a bad mood and has a bad attitude. Having a
sincere and bright smile makes the person talking to us feel
more comfortable and friendly. try to smile all the time Show
cheerfulness and a good attitude. Tell yourself to be patient
when you see annoying guests. Even though we're about to
explode Staying calm is better than letting yourself blow up.
because he looks temperamental and spoiled

Able to respond quickly to the needs of the guests
Always greet visitors in a friendly manner. When
guests come into the hotel, we should walk into
the service with the guests. Shouldn't let the guests
call first and then go because sometimes the guests
don't know where to go and how to contact
them.

Have manners - Show respect and respect for
guests. Treat everyone as if they were the most
important people walking into the hotel that day.
Because this is the job of the receptionist. In
addition, one should always respect and serve guests
equally, not choosing to serve only one guest.

Qualities of a good receptionist

polite - A good receptionist must be polite. gentle verb
humble Do not use harsh language or make any
unsatisfactory verbs at the hotel guests.

Maintain the image of the service provider - receptionist
is the representative of the hotel Therefore, you must
dress appropriately for your position. We should
maintain the image of a good service provider. From the
dress to the hairstyle and other things, always look good.

Enthusiastic in service - A good receptionist should do
their best to serve the guests. Provide more than what
guests expect to impress them and come back to use
our hotels again.

Qualities of a good receptionist

DECENT WORK

OF HOTEL STAFF

1) Make a first impression on every guest.
2) Offer help first that the guest will request.
3) Provide assistance to guests. as needed immediately.
4) Perform duties to the guests and business visitors
willingly.
5) Have a good initiative in solving problems related to
the guests.
6) When there is an opportunity, try to perform duties.
assigned more than usual.
7) Always keep in mind that will perform duties
assigned more than usual.

DECENT WORK

OF HOTEL STAFF

8) Shouldn't respond to guests should be solved by Offering
options to guests.
9) Perform duties with a smile. and eyes that are always polite
and gentle to the guests.
10) The guest should be called by calling the guest's name.
11) Perform duties with pride.
12) Perform duties with carelessness. to avoid accidents.
13) Maintain tools and equipment with caution.
14) Keep the workplace clean, tidy and tidy at all times.

PROBLEMS AND SOLUTIONS
IN FRONT OFFICE DEPARTMENT

1. There is a problem with the system inside the hotel.
It is a matter that is beyond the control of hoteliers,
such as internet crashes, water outages, power outages,
which are a problem from medium-sized hotels to
large hotels. If not prepared may not be able to cope in
time
Solution
The hotel should have a backup power supply. to
prevent emergencies and have enough time to protect
the internal system that may be damaged.
The hotel's IT department should back up data
regularly. to prevent data loss

-T — V

2. Not enough staff for customers.
This is an internal problem that many hotels must surely
encounter, especially during the high season, resulting in
inadequate service to guests.

Solution
Management should be aware of this issue. and get
enough more people during busy times If the number of
people is really not enough It is recommended to
calculate that the hotel can be welcoming. and how
many people can serve customers thoroughly in order to
maintain the quality of service as much as possible Do
not think that you will bring a lot of guests first. Because
the reputation of the hotel is the most important. It can
also be used as a selling point to make guests feel special
if they stay in time.

-T — V

3. The guest said they would complain to the hotel.

Most of the guests use it for a purpose, such as
asking for something for free. or let the hotel
man do something for him

Solution

The matter that the guests want to complain
about is true. Apologize as much as possible. For
example, handing a fruit basket to a guest can be
used in less serious cases. But if it is serious, may
be responsible according to the incident.
The matter that the guests want to complain
about is untrue. If the guests bring false
stories to the reputation of the hotel. Notify
guests of legal proceedings.

4. Guest refuses to pay for Minibar.
The problem of the world is broken to the
point of eating and saying not to eat. Eat and
buy different things to put them back the same,
etc.

Solution
When charging the room, the mini bar is
included. All the items in the refrigerator will be
able to eat. because already paid.

5. The guest asked for late check-out but refused to
pay extra.

Some guests ask for hours late but refuse to
pay extra for the LCO, often making various
excuses to soften their hearts (or sound harsh
at all).

Solution
It is recommended that guests leave their
luggage. And when it's almost time to board
the plane, then come to pick up the bags at
the hotel.

FRONT OFFICE
UNIFORM

Green is a cool color group. It gives a feeling of freshness,
comfort, relaxation and safety. It is a color that represents
abundance.

men's uniform
It is a suit that represents
politeness.
Cut with a gold band or tie that
represents luxury, class,
intention.

women's uniform

It is a suit that represents politeness
and luxury. to match the men's
uniform.
There is a bow tie at the neck to
make it look chic.
White trim that represents cleanliness.
equality

GAME
answer questions

1 2
R__ept_on De_ar__en_

3 4
_val__te Cu__e_cy
e__ha_ge

5
A__rop__ate

6 7
As__sta_ce Ba__a_e

8 9
_tr__tu_e lim__sin__

10
__nito__ng

ANSWER

1. Reception
2. Department
3. Evaluate
4.Currency exchange
5. Appropriate
6. Assistance
7. Baggage
8. Structure
9. limousines
10. Monitoring

REFERENCE

AECEnlist, (2019), Front Office Department,
Retrieved 2 October 2022, from
https://enlistgroup.com/2019/02/07/ตำแหน่งใน
งานบริการส่วน/

Smart Finder, (n.d.). Popular problems that
hoteliers have to face once in their lives!,
Retrieved 4 October 2022, from
https://smartfinder.asia/ปัญหายอดฮิตของคนโรงแรม/

Jasmine, (2020), Qualities of a good receptionist,
Retrieved 6 October 2022, from
http://www.jobnsure.com/2020/08/03/
คุณสมบัติของพนักงานต้อ/