Front Office Management

FRONT OFFICE

MANAGEMENT

October 2022

SEC B NITTAYA
116310102088-6 CHIMKAEN

A

table of contents

Hotel Business and front office
Department (N.1-6)

Front service structure plan
(N.7)

Duties and Responsibilities of the
Front Service Department
(N.8-10)


Importance of Front Office
Communication
(N.11-18)

Do's and Don'ts of Hotel
communication
(N.19-20)

B

table of contents

Front Office – Information System
(N.21-26)

Costume
(N.27)

Vocabulary about job titles
(N.28)

General terminology
(N.29)

Word search game
(N.30-31)

Reference

1

Hotel Business and front
office Department

Hotel business operation Hotel
management must set a mission and

goals under the concept of
3 important things

1. hotel guests 2. management
3. Employees to be used as the
principle of business operation and
setting goals of the hotel business

2

Hotel Business and front
office Department

The management structure can be
divided into two parts: the front of the

hotel, which is the work section or
department that directly serves the
guests and supported of the house

These are the departments of the
hotel that do not directly provide

services to the guests.

3

Front of the House

4

Supported of the House

5
Hotel Business and front

office Department

In general, the hotel will consist
of the main department that
operates the hotel business,
including the management

department, the front department,
the housekeeper department,
food and beverage service
department. Maintenance

department Security Department
Sales and Marketing Department
And the human resource department

6
Hotel Business and front

office Department

If the front service department
is determined to be the center
Can explain that the front service department
is related to various departments consisting

of 3 forms,
1 relationship between
various service units Within
the front service department
2. The relationship between
the front and various departments
3. Relations between the front
and external service department
The relationship model that has been
promoted to promote the completeness
of the delivery of guests.

7
Front service structure

plan

Front Office
Manager

Asistant Front Night Auditor
office Manager

Operator Reservation Uniformed
Service Servicce Service

Front Desk Front Cashier Other
Service Service Service

8

Duties and Responsibilities
of the Front Service
Department

1.Room Reservation

The Reservation Service Department
is responsible for accepting reservations through

various booking channels. specified
by the hotel, such as telephone.

2.Guest Registration

When guests arrive at the hotel, the front desk
is responsible for welcoming the guests.
and register to stay to confirm your stay.

3.Report and Maintain Room Stutus

Front desk service is required to always report
the current guest room status. for the benefit

of different departments.

9

Duties and Responsibilities
of the Front Service
Department

4.Maintain Guest Folio

The front desk must keep a summary
of the expense account during the guest's stay.

5.Occupancy Senvice

Guests may have different service needs.
Other than standard services such
as room key deposit Therefore,
front desk staff are responsible

for delivering services throughout the stay.

10

Duties and Responsibilities of the
Front Service Department

6.Check Out and Settlement

Get room back and pay for service It is a return
of the room key or room door card

and checkthe total cost to receive payment
in various ways..

7.Guest History Record

It is a record of the guest's stay which
will be kept in the database..

11

Importance of Front Office
Communication

Front office department is responsible for
communicating with all other departments
in the hotel as well as different sections within

the department. To get the front office
and back office jobs done successfully,

the front office staff members need
to communicate with their peers as well

as the colleagues and subordinates.
Within the department, the staff of front office
communicate with each other to provide the best

possible guest services such as reserving
accommodations, registering guests, managing guest

accounts, handling guest mails, and personalized
guest services.

12
Importance of Front Office

Communication

Interdepartmental Communication

Front office interacts with various departments since
the guest inquire about reservation through the entire

guest cycle up to the guest’s departure. Here is how
front office needs to communicate with the other
departments

13

Importance of Front Office
Communication

Communication with Human Resource:
Front Office department is engaged with the HR
department to interview, help shortlist them, and
select the most eligible employees. It also contacts

the HR department for employee training and
induction programs, salaries, leaves, dues, and

appraisals.

14
Importance of Front Office

Communication

Communication with Accounts:
As front office department handles guest accounts
with a complete responsibility, the staff needs to

often interact with the back-office accounting
colleagues regarding payment settlements or dues

of guests or non-guests, discount offers, and
coupons settlement. It also needs to sort out and
get actual status of night auditing with accounts.

15
Importance of Front Office

Communication

Communication with Food and Beverage
Department: Since front office department

is the one where the guests speak
about their food and beverage requirements

during reservation, the front office needs
to communicate with the food and beverage

sections frequently

16
Importance of Front Office

Communication

Communication with Marketing
and Sales Department:

Sales and Marketing department highly
relies upon front office inputs about

the guests. The guest history compiled
by the front office department is
an excellent source for segmenting

the customers, prepare customer-oriented
packages, and plan and execute the

campaigns. The front office staff contacts
marketing and sales department in case
there is a need to prepare electronic

marquees or message boards for promotions.

17
Importance of Front Office

Communication

Communication with Housekeeping :
The front office staff needs to interact with the
housekeeping department on the concerns such
as: -

Readiness of vacated accommodation for
selling.

Security of the accommodation.
Guest’s complaints and requirements
about any amenities is initiated at the
front desk.
Guest’s requirement of removing soiled
dishes or linen from the accommodation.

18
Importance of Front Office

Communication

Communication with Banqueting:
The front office and banqueting department
needs to interact with each other on the
concerns such as:

Expected number of guests to attend the
banquet.
Showing directions of the venue to the
unfamiliar banquet guests.
Posting of daily messages on felt board
regarding venue, occasion, hosts and
guests.
Settling of the city account against the
banquet service for the guest.

19

Do's and Don'ts of Hotel
communication

Communication necessarily is about verbal
language as well as body language. Here are
some common Do’s and Don’ts the front office

staff follows while communicating:

Do’s of Hotel Communication
Always present yourself with a warm
smile.
Always stand and walk erect which
reflects your confidence.
Before you start speaking, find out
important points about the issue.
Speak in audible voice.
Use simple and correct language.

20
Do's and Don'ts of Hotel

communication

Don’ts of Hotel Communication

Do not speak too fast, too slow, or in too
low or high voice.
Do not interrupt the speaker.
Do not speak with the colleagues, if it
is not related to the business during
working hours.
Do not speak under assumptions.
Do not hastily arrive at the conclusion
unless you know.
Do not run around the area of work.
Do not appear harsh with your
subordinates.
Do not appear untidy on work.

21
Front Office – Information

System

What is a Property Management System?
A Property Management System (PMS) is a
software system employed to handle basic
objectives of all the departments in the hotel
business and coordinate functions between them

for optimum business outcomes.

Why is PMS Required?

A PMS is required for the hotel staff
for the following reasons

It integrates all critical operations of
the hotel on one platform.

It provides real-time information on
accommodations, reservations,
restaurants, spas, bars, and about every
working arm of the hotel.
It simplifies the time-taking or complex
operations otherwise done manually.

22
Front Office – Information

System

Common Software
Options in a PMS

PMS Features for PMS for Sales
Front desk and Marketing

Reservation Guest database for
Registration market segmentation
Accommodation
Guest history
status
Cash handling Yield management

Night auditing Travel agents
information as clients

Reports for goals

Performance
evaluation by
comparative analysis

23
Front Office – Information

System

PMS for
Housekeeping
Lost and found
Accommodation
status
Laundry charges

PMS for HRM Department
Individual staff member’s records
regarding shifts, attendance, and

appraisals.

24
Front Office – Information

System

PMS for Accounts
Account payables and
receivables
Payroll
Balance sheet
Profit/Loss reports

PMS for Communication
Outgoing and incoming call records with
date, time, place, duration, and charges.

25
Front Office – Information

System

Concerns in Selection of Appropriate PMS
The following concerns are considered
while selecting an appropriate PMS:

Property and Business Domain Concerns

Size of the property: The number of
accommodations
Number of locations
Number of employees
Property service policies
Budget for technical resources and
training
Nearest future growth

26
Front Office – Information

System

Concerns in Selection of Appropriate PMS
The following concerns are considered
while selecting an appropriate PMS:

PMS Domain Concerns

User-friendly design that fosters
intuitive navigation through logical order
of tasks.
Training expertise and time period
required to train the staff.
Hotel’s online presence.
Guest-oriented functionality.
Scalability

27

Costume

Nittaya

Clothing design ideas

Design according to use
The color of the dress is polite and looks

comfortable.
Wearing pants makes it easy to move.

28

Vocabulary
about job titles

Telephone Operator Service
Room Reservation Service
Room Reservation Staff
Uniformed Service
Door Attendant
Bell Attendant
Valet Parking Attendant




Transportation Personnel
Concierge

Front Desk Service
Front Desk Supervisor
Guest Service Agent (GSA)
Guest Relation Officer (GRO)

Tour Coordinator
Front Cashier Service

29

General terminology

Facility Superior
Information Suite

Lift Twin room
Reservation Building
Balcony
Security
Cash Fitness centre
Lobby
Check in
Check out Location
Comfortable Restaurant
Complimentary Smoking area
Dry Cleaning service
Walk in
Baggage Tips
Credit Card Price
Luggage Charge
Standard Tax

30

Word Search

Baggage Elevator Reservation
Bathtub Facility Security
Bellboy Guest Staff
Book Information Vacancy
Cash Lift
Confirm Luggage

31

Answer

Baggage Elevator Reservation
Bathtub Facility Security
Bellboy Guest Staff
Book Information Vacancy
Cash Lift
Confirm Luggage

Reference

Front office Management
and operation book

front_office_management_tutorial
.pdf

https://www.discoveryeducation.com/
https://medium.com/@thepoolvilla/
http://movetrip.com/english-vocabulary
-for-hotel-services/