งาน05

front office department

FRONT
OFFICE
DEPARTM
ENT

FOR THE TYPICAL RECEPTION
POSITIONS ARE AS FOLLOWS.

1. FRONT OFFICE MANAGER
2. RECEPTIONIST
3. BELL BOY
4. CASHIER
5. DOOR ATTENDANT
6. NIGHT POTTER

7. RESERVATION CLERK
8. TELEPHONE OPERATOR
9. CONCIERGE

FRONT OFFICE

DEPARTMENT

A FRONT DESK REPRESENTATIVE IS THE
FACE OF THE COMPANY AND ENSURES
THEY MAKE A GOOD FIRST IMPRESSION

ON ANY VISITORS OR CUSTOMERS.
THEY ENSURE THE FRONT DESK IS KEPT

IN ORDER AND MANAGE AND FILTER
ALL COMMUNICATION FROM OUTSIDE

VENDORS AND CUSTOMERS TO
INTERNAL EMPLOYEES EITHER BY

PHONE, EMAIL, OR VERBALLY.

RESPONSIBILITIES

1 KEEP FRONT DESK
TIDY AND PRESENTABLE WITH

ALL NECESSARY MATERIAL



2 GREET AND WELCOME
GUESTS

3 ANSWER QUESTIONS
AND ADDRESS COMPLAINTS

4ANSWER ALL INCOMING
CALLS AND REDIRECT THEM OR KEEP

MESSAGES

5RECEIVE LETTERS, PACKAGES
ETC. AND DISTRIBUTE THEM

6CHECK, SORT AND
FORWARD EMAILS

BASIC RESPONSIBILITIES

OF FRONT OFFICE

DEPARTMENT




CREATING GUEST DATABASE




H A N D L I N G G
U E S T A C C O U N T S





COORDINATING GUEST SERVICE



TRYING TO SELL A SERVICE



ENSURING GUEST SATISFACTION



HANDLING IN-HOUSE



COMMUNICATION THROUGH PBX

FRONT-HOUSE OPERATIONS

INTERACTING WITH THE GUESTS TO HANDLE
REQUEST FOR AN ACCOMMODATION.

CHECKING ACCOMMODATION AVAILABILITY
AND ASSIGNING IT TO THE GUEST.

COLLECTING DETAIL INFORMATION WHILE
GUEST REGISTRATION.

CREATING A GUEST’S ACCOUNT WITH THE FO
ACCOUNTING SYSTEM.

ISSUING ACCOMMODATION KEYS TO THE
GUEST.

SETTLING GUEST PAYMENT AT THE TIME OF
CHECK-OUT.

RECEPTIONIST
RESPONSIBILITIES INCLUDE

RECEIVING VISITORS AT THE FRONT DESK BY
GREETING, WELCOMING, DIRECTING AND
ANNOUNCING THEM APPROPRIATELY



ANSWERING SCREENING AND FORWARDING
INCOMING PHONE CALLS



RECEIVING AND SORTING DAILY MAIL

RECEPTIONIST

RECEPTIONIST, YOU WILL BE THE
FIRST POINT OF CONTACT FOR OUR

COMPANY. OUR RECEPTIONIST’S
DUTIES INCLUDE OFFERING

ADMINISTRATIVE SUPPORT ACROSS
THE ORGANIZATION. YOU WILL

WELCOME GUESTS AND GREET PEOPLE
WHO VISIT THE BUSINESS. YOU WILL

ALSO COORDINATE FRONT-DESK
ACTIVITIES, INCLUDING DISTRIBUTING
CORRESPONDENCE AND REDIRECTING

PHONE CALLS

ARRIVAL

ORGANIZATION
CHART

TELEPHONE OPERATOR

OPERATOR JOB DUTIES

TELEPHONE OPERATORS ARE RESPONSIBLE
FOR HANDLING INCOMING AND OUTGOING
CALLS TO A COMPANY OR ORGANIZATION.
THEY ANSWER PHONE CALLS, ROUTE THEM

TO THE APPROPRIATE DEPARTMENT OR
INDIVIDUAL, AND TAKE MESSAGES WHEN

SOMEONE IS UNAVAILABLE

TELEPHONE OPERATORS MAY ALSO BE
RESPONSIBLE FOR PROVIDING GENERAL

CUSTOMER SERVICE OVER THE
PHONE—ANSWERING QUESTIONS ABOUT
PRODUCTS OR SERVICES, RESOLVING ISSUES
WITH BILLING OR ACCOUNT INFORMATION,

ETC.
BUT THEIR PRIMARY RESPONSIBILITY IS
HANDLING INCOMING CALLS IN AN EFFICIENT

AND EFFECTIVE MANNER

HANDLING INCOMING CALLS TO ANSWER
QUESTIONS, REFER CALLERS TO OTHER
DEPARTMENTS, OR TRANSFER THEM TO
SPECIALISTS

HELPING CUSTOMERS USE THE PHONE SYSTEM
BY PROVIDING INFORMATION ABOUT RATES
AND SERVICES OFFERED BY THE COMPANY

PERFORMING CLERICAL TASKS SUCH AS
FILING OR DATA ENTRY

PROVIDING INFORMATION ABOUT PRODUCTS
OR SERVICES OVER THE PHONE, INCLUDING

ORDERING ITEMS OR SCHEDULING
APPOINTMENTS

ASSISTING WITH INTERNAL
COMMUNICATIONS BY ANSWERING PHONES

AND RELAYING MESSAGES WITHIN THE
ORGANIZATION

PROVIDING POST-CALL FOLLOW-UP TO ENSURE
THAT CUSTOMERS HAVE BEEN SATISFIED WITH

THE EXPERIENCE

OPERATOR REQUIREMENTS

EDUCATION: A HIGH SCHOOL DIPLOMA
OR GED CERTIFICATE IS OFTEN A
MINIMUM REQUIREMENT FOR
TELEPHONE OPERATORS. SOME
EMPLOYERS MAY PREFER AN

ASSOCIATE’S OR BACHELOR’S DEGREE
IN A RELATED FIELD, SUCH AS BUSINESS

OR COMMUNICATIONS.
TRAINING & EXPERIENCE: MANY
TELEPHONE OPERATORS BEGIN THEIR
CAREERS AS CUSTOMER SERVICE
REPRESENTATIVES OR CALL CENTER
AGENTS. THESE ROLES PROVIDE THE
NECESSARY TRAINING TO BECOME A
TELEPHONE OPERATOR. TRAINING FOR
THESE ROLES TYPICALLY INCLUDES
INSTRUCTION ON HOW TO USE A
COMPUTER AND PHONE SYSTEM, HOW
TO TRANSFER CALLS, HOW TO USE A
PHONE SYSTEM AND HOW TO USE A
COMPUTER TO FIND INFORMATION.

BELL BOY / LUGGAGE

PRIMARILY RESPONSIBLE TO GREET AND
WELCOME ALL GUEST TO THE HOTEL AND
RELIEVE GUESTS OF THEIR LUGGAGE ON
ARRIVAL. YOU WILL ENSURE THAT THE HIGHEST
STANDARDS OF HOSPITALITY AND WELCOME
ARE DEMONSTRATED AT ALL TIMES, AND THAT
ALL GUEST REQUESTS ARE DEALT WITH IN A

PROMPT AND COURTEOUS MANNER.



IN ADDITION TO ASSIST GUESTS WITH
LUGGAGE, PORTERS ARE ALSO RESPONSIBLE TO
COLLECT AND DISTRIBUTE POST, PARCELS. AND

ALSO DEAL WITH GENERAL ENQUIRIES AND
ENSURING THE LOBBY AND FORECOURT AREAS

ARE ALWAYS CLEAN AND TIDY.

BELL BOY DUTIES AND
RESPONSIBILITIES



ENSURE COLLECTION AND DELIVERY OF GUEST
LUGGAGE AND EQUIPMENT IN AN EFFICIENT AND

TIMELY MANNER.

TO BE PRESENT AT THE CONCIERGE/RECEPTION DESK
OR IN THE LOBBY TO BE READY TO ASSIST GUESTS,
COLLEAGUES AND VISITORS WHEN REQUESTED.



CHECKS THE DAILY ARRIVAL LIST FOR VVIP'S OR
GUESTS WITH SPECIAL NEED.

TAG BAGGAGES IT AND RETURN THE IDENTIFICATION
SLIPS TO GUESTS.



ASSISTS GUESTS WITH LUGGAGE TO THE FRONT DESK.



ESCORTS GUESTS TO ROOM, PLACING LUGGAGE IN
ROOM ASSIGNED BY FRONT DESK.

SKILLS




GOOD INTERPERSONAL SKILLS



GOOD COMMUNICATION SKILLS



VERY PRESENTABLE AND WELL
GROOMED



VERY ATTENTIVE AND BE ABLE TO
THINK ON HIS FEET



EXTREMELY AGILE AS THE JOB
DEMANDS SPEED AND

EFFICIENCY IN ITS EXECUTIO

CASHIER'S DEPARTMENT

A DEPARTMENT AT A BROKERAGE RESPONSIBLE
FOR RECEIVING AND DISTRIBUTING FUNDS, AS
WELL AS MAINTAINING RECORDS. THE CASHIER'S

DEPARTMENT ENABLES THE REST OF THE
BROKERAGE TO FUNCTION, ESPECIALLY BY
KEEPING RECORDS OF DIVIDENDS AND OTHER
PAYOUTS AND RECEIVING PAYMENTS FROM

CLIENTS. IT IS INFORMALLY CALLED .

DOOR ATTENDANT DEPARTMENT

OPERATE POS CASH REGISTER TO MANAGE CASH,
CREDIT, AND DEBIT CARD TRANSACTIONS FOR SEL

ITEMS.
GREET RESIDENTS AND VISITORS WITH
PROFESSIONAL COMMUNICATION SKILLS.
RESPOND APPROPRIATELY TO NEEDS AND CRISIS
SITUATIONS, SUCH AS MEDIATING BASIC
INTERPERSONAL PROBLEMS BETWEEN RESIDENTS
AND SUMMONING EMERGENCY PERSONNEL.
PAGE INFORMATION THROUGH COMMUNICATION

SYSTEM TO STARS.

NIGHT POTTER

CONDUCT REGULAR CHECKS THROUGHOUT
THE NIGHT TO ENSURE THE HOTEL IS SECURE,
AND THAT ANY CUSTOMER ISSUES ARE DEALT

WITH
RESPOND TO ANY EMERGENCIES THAT OCCUR
IN A TIMELY PROFESSIONAL AND CONFIDENT

MANNER
COMPLETE ANY HOTEL HOST OR
ADMINISTRATIVE TASKS THAT HAVE BEEN SET
BY YOUR LINE MANAGER. THIS COULD INCLUDE
CLEANING, KITCHEN PREP, BAR WORK, STOCK

CHECKS

CONCIERGE

THE CONCIERGE SERVES GUESTS OF AN
APARTMENT BUILDING, HOTEL, OR OFFICE
BUILDING WITH DUTIES SIMILAR TO THOSE

OF A RECEPTIONIST.

CONCEIRGE JOB DESCRIPTION

GREETING GUESTS/CUSTOMERS
MANAGE GUEST/CUSTOMER COMPLAINTS

TAKING MESSAGES
MANAGING MAIL, LUGGAGE AND DELIVERIES

PERFORM BASIC
ADMINISTRATIVE/SECRETARIAL/RECEPTION

DUTIES
RUNNING ERRANDS TO ASSIST GUESTS
ARRANGING TRANSPORTATION AND EXCURSIONS

UPON VISITOR REQUEST
PROVIDE INFORMATION AND RECOMMENDATIONS
ON LOCAL FEATURES, ATTRACTIONS, SHOPPING,

RESTAURANTS, DINING, ENTERTAINMENT,
NIGHTLIFE, AND RECREATION

ARRANGING TOURS AND ACTIVITIES
MAKING DINNER/EVENT RESERVATIONS FOR

GUESTS
OBTAINING TICKETS FOR EVENTS

ARRANGING SPECIAL SERVICES
PROVIDING OR ARRANGING FOR GENERAL

BUSINESS SERVICES FOR GUESTS
MANAGING CUSTOMER/GUEST REQUESTS FOR

HOUSEKEEPING AND/OR MAINTENANCE
DEVELOP NETWORK OF CONTACTS, SERVICE
PROVIDERS AND BUSINESSES WITHIN THEIR

COMMUNITIES TO SERVE GUESTS
REQUEST INFORMATION

RESERVATION CLERK

ALSO KNOWN AS TRAVEL CLERKS
OR RESERVATIONISTS,

RESERVATION AGENTS PROVIDE
BOOKING AND RESERVATION

SERVICES TO CUSTOMERS. THESE
SERVICES MAY INCLUDE

RESERVING HOTEL ROOMS,
AIRLINE TICKETS, RENTAL CARS,
OR CRUISE CABINS. THEY WORK

WITH CUSTOMERS OVER THE
PHONE, IN PERSON, OR VIA EMAIL

AND STRIVE TO PROVIDE
EXCELLENT CUSTOMER SERVICE.

FRONT OFFICE

RED THE FABRIC USED IS A LIFTING CLOTH.

DESIGNED WITH THAI AND HIGH-CLASS PATTERNS IN THE STYLE
OF

BLACK PEACE, SIMPLICITY STABILITY

WHITE WHITE LINEN BRILLIANCE PURITY

DESIGN AND FUNCTION

WORKMAN STYLE, CREATIVE AND RELIABLE LOOK.
LOOKS DIGNIFIED.

OUR CLOTHES ARE BOTH GOOD-LOOKING AND
COMFORTABLE WHEN SITTING FOR LONG PERIODS
OF TIME AT WORK. MOST OF THEM LIKE TO WEAR

SKIRTS ON WORK DAYS. BECAUSE OF BEING
FLEXIBLE AND POLITE

PROBLEMS AND SOLUTIONS
IN FRONT OFFICE
DEPARTMENT

NOT ENOUGH STAFF FOR CUSTOMERS

THIS IS AN INTERNAL PROBLEM, ESPECIALLY DURING
THE HIGH SEASON, RESULTING IN INADEQUATE SERVICE

TO GUESTS.

SOLUTION

GETTING ENOUGH EXTRA PEOPLE DURING BUSY TIMES
SHOULD 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.

PROBLEMS AND SOLUTIONS
IN FRONT OFFICE
DEPARTMENT

SERVICE SYSTEM FAILURE

THE WORLD'S PROBLEMS ARE VERY BROKEN.
ABOUT SYSTEMS WITHIN THE HOTEL SUCH AS

INTERNET OR WI-FI OR POWER OUTAGES
THROUGHOUT THE HOTEL.

SOLUTION

CONTACT THE HOTEL'S IT DEPARTMENT. CREATE A
BACKUP FORM REGULARLY TO AVOID UNFORESEEN

EVENTS SUCH AS SYSTEM CRASHES, DATA LOSS.

PROBLEMS AND SOLUTIONS
IN FRONT OFFICE
DEPARTMENT

THE GUESTS DID NOT GIVE THEIR ID CARDS



THE FIRST THING YOU NEED TO DO IS TO WIPE THE
CHECK-IN REQUEST, ID CARD TO CHECK IN, OR IF
YOU ARE A FOREIGNER, A PASSPORT IS IMPORTANT,

IF NOT, THERE MAY BE PROBLEMS LATER.

SOLUTION

EXPLAIN THAT AS A MATTER OF SECURITY, IDENTITY
VERIFICATION IS REQUIRED TO PREVENT
IMPERSONATION.

PROBLEMS AND SOLUTIONS
IN FRONT OFFICE
DEPARTMENT

IF CUSTOMERS CHECK IN EARLIER THAN
SCHEDULED, HOW TO SOLVE THE PROBLEM

SOLUTION

FIND A NEW ROOM THAT IS CLOSE TO THE GUEST'S
ROOM INSTEAD OR RESERVE A ROOM FOR THEM

PROBLEMS AND SOLUTIONS
IN FRONT OFFICE
DEPARTMENT

THE GUEST SAID THEY WOULD COMPLAIN TO THE
HOTEL

SOLUTION

LISTEN TO THE GUESTS SPEAKING IN A POLITE
TONE AND ACT FAST

QUESTIONS-
ANSWERS

FR_NT BI_L
OFFICE
DEPAR_MEN

T

ANSWER: ANSWER:

FRONT BILL
OFFICE
DEPARTMENT

QUESTIONS-
ANSWERS

BALL_OO_ GUE_T
COMME_T

ANSWER: ANSWER:

BALLROOM GUEST
COMMENT

QUESTIONS-
ANSWERS

L_GGAGE WAK- UP
C_LL

ANSWER: ANSWER:

LUGGAGE WAKE UP CALL

QUESTIONS-
ANSWERS

SERV_CE OP_RAT_R
CHA_GE

ANSWER: ANSWER:

SERVICE OPERATOR
CHARGE

QUESTIONS-
ANSWERS

R_C_PT_O RES_RVA_I
N O_

ANSWER: ANSWER:

RECEPTION RESERVATION

REFERENCE

HTTPS://WWW-TUTORIALSPOINT-
COM.TRANSLATE.GOOG/FRONT_OFFICE_MANAGEMENT/FR

ONT_OFFICE_MANAGEMENT_INTRODUCTION.HTM?
_X_TR_SL=EN&_X_TR_TL=TH&_X_TR_HL=TH&_X_TR_P

TO=SC
HTTPS://SETUPMYHOTEL-COM.TRANSLATE.GOOG/TRAIN-
MY-HOTEL-STAFF/FRONT-OFFICE-TRAINING/743-FRONT-
OFFICE-INTRODUCTION-OPERATIONS-FUNCTIONS.HTML?
_X_TR_SL=EN&_X_TR_TL=TH&_X_TR_HL=TH&_X_TR_P

TO=SC
HTTPS://SETUPMYHOTEL.COM/JOB-DESCRIPTION-FOR-

HOTELS/FRONT-OFFICE/382-PORTER.HTML



HOTEL RESERVATION CLERK - JOB DESCRIPTIONS -
SHRMHTTPS://WWW.SHRM.ORG › PAGES › HOTEL-RESE...



CONCIERGE - WIKIPEDIAHTTPS://EN.WIKIPEDIA.ORG ›

WIKI › CONCIERGE

THANK
YOU

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เลขที่10
116320102004-2