Front office department

FRONT OFFICE
DEPARTMENT

Chinnakit Saowajan
116310102018-3

No.5

INTRODUCTION

The front desk is therefore very important since the guest book a
room, check in, stay at the hotel, and until to check-out. The front
office department will be responsible for the care meet the needs
of all guests. Most guests will think of the front desk as a hotel
hotel guests, whether staying in a luxury hotel or a hotel any level
of normal, when there is a problem or complaint will come to the
front desk for assistance. Efficient front desk staff can solve
various problems well make the guests satisfied and good for the
overall hotel. On the contrary, if the service personnel lack of
training or ineffectiveness is like indirectly expel guests therefore
the tasks of front-line service personnel are easy to use.

THE POSITION OF
THE FRONT OFFICE

DEPARTMENT

Front Office Manager
Reception or Front Desk Agent
Porter
Reservation
Switchboard Operator
Front Cashier
Uniformed Service
Concierge
Night Auditor

THE IMPORTANCE OF
THE FRONT OFFICE
DEPARTMENT

✓ The heart of hotel service
✓ Hotel service center
✓ Guest contact center

WORKING HOURS OF
FRONT OFFICE STAFF

➢ Morning Shift since 07.00 a.m.- 16.00 p.m.
➢ Evening Shift since 15.00 p.m. - 24.00 a.m.
➢ Night Shift since 23.00 p.m. - 08.00 a.m.

FRONT OFFICE
MANAGER

➢Responsible for supervising and controlling manpower,
money, time.
➢Operations, documents, and tools.

➢Must be knowledgeable, experienced and skilled in
implementation plan.

FRONT OFFICE
MANAGER

➢Coordination for in the front office staff to work
appropriately.
➢Who knows how to operate and can control the work.
➢Coordinate with personnel in their departments to have a
good relationship with personnel in other departments.

RECEPTION OR
FRONT DESK AGENT

➢ Be the first and last person a guest meets.
➢ It is a job that requires service 24 hours a day.
➢ Knowledgeable, skilled, wise, agile.

QUALITIES OF A
RECEPTIONIST

❖Good personality, clean, tidy, neat and tidy character nimble.
❖ Being polite, smiling , respect others and have good human
❖relations.

Intellectual well-rounded in various tasks of the hotel work

❖effectively order.
Accent of speaking clearly, beautiful speech and able to convey
meaning well.

QUALITIES OF A
RECEPTIONIST

❖ Good command of foreign languages especially English
❖ Be honest and punctual
❖Love the service and have a good attitude towards hotel work,

are sincere and ready to help others is a good salesperson.

DUTIES AND
RESPONSIBILITIES OF
THE FRONT DESK STAFF

➢ Check the arrival list to see how many guests will be staying
today, what kind of guest and come as a group or come alone.
➢ Check the log-book report to see if there are any abnormal
events in the hotel before going on duty.

DUTIES AND
RESPONSIBILITIES OF
THE FRONT DESK STAFF

➢ Check the list of banquets, meetings, press conferences etc.
That will be held in the hotel that day where and when it takes
place.
➢ Welcomes guests upon arrival when the guest arrives at the
door of the hotel. The receptionist or guest relations greets the
guests and takes them away at the front desk receptionist counter
to register.

DUTIES AND
RESPONSIBILITIES OF
THE FRONT DESK STAFF

➢ Contact with the staff who pick up guests at the airport.
➢ Prepare registration for guests.
➢ Prepare a list of room numbers with the names of the guests
who will be staying room list.

DUTIES AND
RESPONSIBILITIES OF
THE FRONT DESK STAFF

➢ Assign rooms for guests to stay according to their wishes
according to time or arrange special services according to needs
such as guests ask for a room on the pool side or adjacent rooms.
➢ Check the status of the room on that day if there are any vacant
rooms left how many rooms are damaged and how many rooms
are occupied.

WHAT THE
RECEPTIONIST
SHOULD NOT DO

➢ Stand and talk privately with your colleagues in front of the
guests.
➢ Stand to get dressed or use your hands to decorate your hair at
the counter.
➢ Tease with colleagues.

WHAT THE
RECEPTIONIST
SHOULD NOT DO

.
➢ Shout or speak loudly to colleagues.
➢ Stand to pick your teeth or hold a toothpick at the reception
counter.
➢ Standing for nail picking.

WHAT THE
RECEPTIONIST
SHOULD NOT DO

➢ Flip your fingers or snap your knuckles while talking to guests.
➢ Hum or sing softly.
➢ Tap the counter with your fingertips, key, or pen.
➢ Smoking, chewing gum or eating candy

WHAT THE
RECEPTIONIST
SHOULD NOT DO

➢ Standing leaning against the counter wall.
➢ Place your personal snacks at the counter.
➢ Pick your nose, pick your ears, or use a paper towel while
standing at the counter.

PORTER

➢ When the receptionist acts to welcome guests and let the
guests register, then the luggage porter will deliver the luggage to
the guest room.
➢Some hotels baggage handlers are also responsible for postal
mail.

RESERVATION



➢ Reservation plan is to prepare a list of guests who will stay the
next day Expected Arrival List and inform the front desk. So that
the reception can prepare a welcome in advance.

RESERVATION



➢The front desk staff will inform the reservation department
about the availability of rooms on that day room to know in the
event that a guest calls suddenly to reserve. The reservation
department will be able to sell the room.

RESERVATION



➢The front desk produces a report on the names of guests staying
in the hotel each day along with occupancy statistics as a
percentage notify the room of the reservation department. The
reservations department will make a forecast report on the guests
who will be staying in the near future to inform the front desk.

SWITCHBOARD
OPERATOR

➢ Telephone operators are responsible for providing telephone
service to hotel guests or phone management. Sometimes in the
event of an emergency by hotel staff Telephone operators will
provide services to hotel staff as well. The reception must provide
the correct information to the telephone operator to be able to
serve guests effectively such as informing guests who stay in the
hotel guests who have recently stayed, guests leaving or guests
changing rooms.

FRONT CASHIER



➢ Welcome plan is the guest bill opener by filling in the necessary
information from the guest registration and then sent to the front
office department for further processing.

FRONT CASHIER



➢Welcome plan sends a list of guests staying, leaving guests with
details of their stay. Payment terms details room relocation or
change the room rate to the front desk for acknowledgment.

UNIFORMED SERVICE



➢The uniform staff perform a variety of duties such as greeting
guests, carrying luggage, escorting guests to their rooms or
escorting guests from their rooms to the reception and bring it up
the car when leaving the hotel. Information delivery service
walking in search of guests in hotels, paging guests etc. The
reason for the so-called uniformed staff uniforms may be because
the uniforms of these employees are more noticeable and eye-
catching than the uniforms of other departments most of the staff
in this department is the person the guest meets first and last
when leaving the hotel.

CONCIERGE

➢ Serves to provide various information services for guest
convenience regarding hotel services and off-hotel services. It is
an ongoing job with the front desk. In other words the front desk
provides information to the guests but because the front desk has
a guest registration service too much to provide information
services to each guest so the department instead an information
service employs staff who are knowledgeable about the
information. Some large hotels have an information desk staffed
by staff in large numbers to fully serve each guest.

NIGHT AUDITOR



➢ Night Auditor of the hotel is the operator is a report summary of
cash, check and various credit cards. These data reflect the hotel's
daily financial situation. The hotel's accounting department uses
the information from the nightly auditing department to assess
the hotel's daily status and report it to management. Some hotels
line up by having their staff audit this evening he is also an
employee of the hotel's accounting department. The evening
auditor will be the person who will post the statement.

NIGHT AUDITOR



➢ The rooms as well as the services that the guests use the hotel
and the front office staff have not yet been accounted for. It is the
operator of the voucher. It is the duty of the staff of this
department to be accounted for and check balances to be
consistent balance made between front office staff and tour
companies the night audit staff summarizes and reports the
performance of the front office to the management through the
accounting department or may report directly.

5 PROBLEMS AND
SOLUTIONS IN THE

RECEPTION

1

Problem: For a variety of reasons, a hotel may need to close
services and amenities. The reasons why can range from the sun
has gone down and the masseuses have gone home to a
maintenance with a hot tub or sudden thunderstorm over a
lakeside resort. Understandably, when amenities are closed, but
guests are expecting them, this can leave patrons feeling less than
pleased. After all, a property’s particular amenities may be one of
the reasons guests wish to stay at the location in the first place.

Solution: To minimize surprises, hotel management should do its
best to ensure guests are made aware of the operating hours of
guest services. It’s wise to include this information during the
check-in process and make it available in each hotel room in the
forms of brochures, pamphlets, etc.

5 PROBLEMS AND
SOLUTIONS IN THE

RECEPTION

2

Problem: Many hotels are still using paper credit card
authorization forms despite the fact that it is no longer considered
PCI compliant to do so. Obviously, collecting sensitive guest
information in such an insecure way is a significant problem for
many hotels and can lead to thousands of dollars in lost revenue
from fraud and chargebacks.

Solution: Hoteliers that wish to reduce fraud and chargebacks at
their properties should look for PCI-compliant Digital
Authorizations solutions that are guest-friendly and easy to
implement. It’s time to say goodbye to paper forms forever.

5 PROBLEMS AND
SOLUTIONS IN THE

RECEPTION

3

Problem: Staffing shortages have been a problem for hotels since
there have been hotels. For most hotels, staff shortages can be
due to regional issues in the job market. However, as
demonstrated by, and in the wake of, the COVID-19 pandemic,
sometimes the worldwide hospitality industry suffers a staffing
shortage at the same time.

Solution: The solution to a staffing shortage is twofold. The first
step is to build a recruiting program for staff at your hotel. Look at
surrounding properties and find out if they offer bonuses and try
to match them. Also, it never hurts to let candidates know that
advancement opportunities are available.

5 PROBLEMS AND
SOLUTIONS IN THE

RECEPTION

4

Problem: High call volumes can be both good and bad at a hotel. A
large call volume generally means (hopefully) that a hotel is full of
guests, which is great. However, too many calls to the front desk
can overload staff and leave guests waiting for answers. This is a
problem that almost every hotel will have to deal with at one point
or another.

Solution: Offering a messaging solution to hotel visitors that works
with the existing messaging apps on their mobile devices can go a
long way toward cutting call-down call volumes. Hoteliers that
plan to add a messaging solution to their guest experience should
look for tools that enable them to save valuable time through
automated, broadcast, and direct messages.

5 PROBLEMS AND
SOLUTIONS IN THE

RECEPTION

5

Problem: Many hotels have adopted new technologies in recent
years to address changing consumer behaviors (thanks to COVID),
which is good news. However, many of these hotels have bet big
on developing a native app for their properties, and that’s less
good. Native apps have a relatively high barrier to entry as they
need to be downloaded onto a person’s smartphone. For a variety
of reasons, hotel guests generally fail to adopt native apps at
scale.

Solution: Hotels should opt for web-based technologies that can
be accessed through the browser of a mobile device. This avoids
the need for downloads entirely and allows for a more streamlined
experience. Plus, hotels will find much higher adoption rates than
they otherwise would with a native app.

FRONT OFFICE
UNIFORM

Cotton
It is a cellulose fiber from the flowers of cotton. Fabrics made
from fine cotton have long and durable fibers. The surface of the
fabric is smooth. The quality of cotton depends on the variety and
the smoothness of the fibers. The cotton fiber itself is not very
strong. but when woven into cloth will get strong fabric The
thicker and tighter the weave, the stronger, more durable, and
good moisture absorption. Pattern design is a plaid pattern.

GAME & ANSWER

F_o_t O__ic_ M_na_er



ANS: Front Office Manager

R_ce_ti_n



ANS: Reception

P_r_er



ANS: Porter

_e_erva_ion



ANS: Reservation

GAME & ANSWER

F_o_t Ca__ier



ANS: Front Cashier

U_if_rm_d Se_vi_e



ANS: Uniformed Service

S_it_hb__rd Op_ra_or



ANS: Switchboard Operator

GAME & ANSWER

Co_cier_e



ANS: Concierge

Ni_h_ Au_ito_



ANS: Night Auditor

Co_to_



ANS: Cotton

REFERENCE

https://old.elearning.yru.ac.th/pluginfile.php/80247/mod_resource/conten
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%B8%B4%E0%B8%81%E0%B8%B2%E0%B8%A3%E0%B8%AA%E0%B9%88%E0%
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%82%E0%B8%AD%E0%B8%87%E0%B9%82%E0%B8%A3%E0%B8%87%E0%B9%8

1%E0%B8%A3%E0%B8%A1.pdf

10 Common Hotel Problems and Solutions (canarytechnologies.com)