Ebookja

FRONT OFFICE

DEPARTMENT

SUBMITTED BY

Panuwat Pornnongsern
No.28 116310102186-8 SCE.A

Front Office Department
Introduction

Front Desk is a very impor
tant department in the hotel,

making direct contact with guests. The main function of
this department is Reservation, Guest service, Check-in,
Check-out, Telephone, Finance & Cashiering, Foreign
Exchange, Room Assignment, Inquiry etc.

The Front Office is also called the nerve centre of a
hotel. It can be defined as a front of the housing
department located around the foyer and the lobby
area of a hospitality property. As this department is
located around the foyer area of the hotel and is visible
to the guests, patrons and visitors, they are collectively
called “Front Office”.

Front Office Department

Introduction

Should guests have any pro
blems or require to

appreciate or comment, they would normally go directly
to the Front Office, because it is convenient to contact
and converse with other departments. Therefore, this
department is the direct delegate to link the work and
report the consequence to other departments.
This department is one of the major operational and
revenue-producing departments of the hotel which
generates two-thirds of the revenue earned by a hotel
from the sale of the guest rooms. It involves in providing
valuable services to the guests during the entire guest
cycle consisting of Pre-arrival, Arrival, Occupancy and
Departure.

Importance of Front Office
Department

Traditional Front Office fun
ctions include reservation,

registration, room and rate assignment, guest services,
room status, maintenance and settlement of the guest
account, and creation of guest history records.

The Front Office develops and maintains a
comprehensive database of guest information,
coordinates guest services, and ensures guest
satisfaction. These functions are accomplished by
personal in diverse areas of Front Office Department.

The front office is also known as the face of the hotel. It
is the first guest contact area and also the nerve centre
of the hotel. All the activities and areas of the front
office are geared towards supporting guest
transactionand services.

The operational function
of the Front Office Department

Guest Registration: Does all guest registration-related
activities like Check-in, room assignment, welcoming,
room rate etc.
Guest Service: Fulfils any Guest Services related
activities.
Guest History and records: Creates and maintains a
guest profile, history, likes and dislikes, collect feedback
etc.
Guest Database: Develops & maintains a Comprehensive
Database of Guest Information
Updates Room Status: responsible to update the correct
room status like CI, CO, DNCO, DND etc.
Reservation: This section is responsible in registering the
room reservation from various sources, with recordings,
filing of reservation records, and revise on the
appropriate time to make sure that guests would have
their rooms upon entering the hotel.

The operational function

of the Front Office Department




Postage and Parcels: This section is to facilitate guests
pertaining to the posting of letters, telegrams, and
parcels.
Telephone: This section is to facilitate guests pertaining
to the telephone both internally and externally, and to
wake guests up in the morning upon request.
Finance and Foreign Exchange: This section relates with
the Accounting Department, through the collection from
guests through their services, and also give the foreign
exchange service.
Inquiry: This section is to answer questions and
inquiries of guests. Therefore, this section would have to
be alert with all the movements of the hotel.
Bell Desk and Concierge: Provide all services related to
Bell desk and Concierge.

Staffing the Front Office Department




In order to carry out its mission, goals and objectives,
every company shall build a formal structure depicting
different hierarchy of management, supervision, and
employee (staff) levels. This very structure is referred to
as an organisation chart.
Moreover, the organisation chart shows reporting
relationships, the span of management, and staff/line
functions. The organisation chart for the front office
department differs as per the size of the hotel. View
here

Staffing the Front Office Department

The operational function

of the Front Office Department

Front Desk Agent: Registers g
uests, and maintains room

availability information.
Cashier: Maintains and settles guest folios, and properly
checks out guests.
Night Auditor: Controls the job of the Accounts Receivable
Clerk, and prepares daily reports to management (ex:
Occupancy Report and Revenue Report).
Mail & Information Clerk: Takes Messages, provides
Directions to Guests, and maintains Mail.
Telephone Operator: Manages the Switchboard and
coordinates Wake-upCalls.
Reservation Agent: Responds to Reservation Requests and
creates Reservation Records.
Uniformed Service Agent: Handles Guest Luggage, escorts
Guests to their Rooms, and assists guests for any bit of
information requested.

The division of various
departments in the hotel

of the reception

1. Front Office Manager

Front Office Manager job profile

Front Office Managers are one of the most
important roles in managing office space,
improving customer satisfaction and customer
loyalty. Often times they are the first contact
with the customers, and are responsible for
making a good impression and improving
reputation.
Some of their duties include answering customer
questions, offering customer support, guiding and
advising customers, keeping the front office
clean and representative, following the agendas
and scripts.
In order to attract Front Office Manager that
best matches your needs, it is very important to
write a clear and precise Front Office Manager
job description.

Front Office Manager job description



We are looking for a pleasant, organized and
friendly Front Office Manager to join our team! As
a Front Office Manager, you will be responsible for
all receptionist and clerical duties at the front
desk of our office.
As the front-line-employee, your role will be
extremely important for improving customer
experience and satisfaction. Your goal should
always be to make guests and visitors feel
comfortable and satisfied while in our office.

Front Office Manager

duties and responsibilities

Keep front desk clean, t
idy and supplied with all

the necessary supplies
Greet, communicate with and welcome guests
Keep the office in order
Answer all the customers' questions and address
their complaints
Answer all incoming calls and redirect them or
keep messages
Receive letters, packages and send them to
appropriate destination
Prepare and manage outgoing mail
Check, sort and forward emails
Monitor office supplies
Place supply orders when necessary
Monitor and update records and files
Monitor and log office expenses and costs

Front Office Manager

requirements and qualifications




X years of experience as Front Office Manager
or similar role
Knowledge of office machines (e.g. fax, printer
etc.)
Knowledge of office management and basic
bookkeeping
Excellent knowledge of MS Office (especially
Excel and Word)
Sense of ownership and pride in your
performance and its impact on company’s
success
Critical thinker and problem-solving skills
Team player
Good time-management skills
Great interpersonal and communication skills
Customer-centric
High School diploma; additional qualifications
will be a plus

2.Receptionist

What does a Receptionist do?



As a 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.
To be successful as a Receptionist, you should have
a pleasant personality, as this is also a customer
service role. You should also be able to deal with
emergencies in a timely and effective manner, while
streamlining office operations. Multitasking and
stress management skills are essential for this
position. This role may require working in shifts, so
flexibility is a plus.

Ultimately, a Receptionist’s duties and
responsibilities are to ensure the front desk
welcomes guests positively, and executes all
administrative tasks to the highest quality
standards.

Responsibilities

Greet and welcome guests as soon as they arrive
at the office
Direct visitors to the appropriate person and
office
Answer, screen and forward incoming phone calls
Ensure reception area is tidy and presentable,
with all necessary stationery and material (e.g.
pens, forms and brochures)
Provide basic and accurate information in-
person and via phone/email
Receive, sort and distribute daily mail/deliveries
Maintain office security by following safety
procedures and controlling access via the
reception desk (monitor logbook, issue visitor
badges)

Order front office supplies and keep inventory of
stock
Update calendars and schedule meetings
Arrange travel and accommodations, and
prepare vouchers
Keep updated records of office expenses and
costs
Perform other clerical receptionist duties such as
filing, photocopying, transcribing and faxing

Requirements and skills

Proven work experience as a Receptionist, Front
Office Representative or similar role
Proficiency in Microsoft Office Suite
Hands-on experience with office equipment (e.g.
fax machines and printers)
Professional attitude and appearance
Solid written and verbal communication skills
Ability to be resourceful and proactive when
issues arise
Excellent organizational skills
Multitasking and time-management skills, with
the ability to prioritize tasks
Customer service attitude
High school degree; additional certification in
Office Management is a plus

3. Hall Porter

Baggage staff will 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 belongings to the room,
and when the guests leave, they have to unload their
belongings from the room as well. There are also
other tasks that need to be done, such as jotting
down messages that have been directed to guests.
Take care of guest room keys Provide advice on
attractions, how to get there and other relevant
details; help guests call taxis. Assist in booking
bus/boat/plane tickets Help organize meeting rooms
by helping to move tables, chairs, etc.

For the chief baggage staff in English called Bell
Captain, all of the tasks mentioned above are If
according to a large hotel, it will be divided into
several locations, such as

Doorman Its main function is Help guests open
their car doors as they park their cars at the
hotel's main door. This may include opening the
hotel door while guests are about to walk in.
Concierge is responsible for helping guests with
luggage, calling a car, booking theater tickets,
booking tours, recommending attractions.
Suggest a store that guests would like to go to.
A Quest Relations Officer has some of the same
duties as a concierge. but will focus on a truly
personal service, so one important role is
Solving the problem of unsatisfied guests which
if the employees have the ability and work as It
will greatly reduce the problem that will reach the
chief manager or senior management. It will also
translate dissatisfaction or complaints. become
a compliment

Concierge
Quest Relations Officer

Doorman

4.Night Porter

During the night in various hotels, there will be few
people who come in contact with the hotel. Most
hotels have only a few employees on duty as
necessary. Each person has to perform many
functions. Because it has to be done in place of other
positions that do not have people on duty. Night
Porter will take over various tasks of the reception
from around 11 PM or 24.00 until the morning of the
next day. For matters that need to be handled, some
of them accidentally come to stay late at night. and
some that check out at dawn too take care of
answering the phone Take care of general security
checks Provide refreshments and snacks for guests
who may request for the night. and perform other
duties such as helping to prepare the event room if
there is a meeting or a party in the morning.

5.Telephone or Telephone Operator

It is responsible for answering incoming phone
calls. He was then hit by different people and
departments, taking notes when someone called a
guest who accidentally wasn't in the hotel at that
time. Call the guest to wake up at the time the
guest has ordered.

6.Reservations Clerk

Responsible for taking care of customer reservations.
The reservation must be confirmed by letter or fax.

7.Cashier

Responsible for issuing receipts and collecting money
from guests. Including services that allow guests and
change the currency as well.

Reservations Clerk

Telephone or Telephone Operator


Cashier

Housekeeper

Housekeeping is the management and the routine
support activities of running an organised physical
institution occupied or used by people, like a house,
ship, hospital or factory, such as tidying, cleaning,
cooking, routine maintenance, shopping, and bill
payment. These tasks may be performed by members
of the household, or by persons hired for the purpose.
This is a more broad role than a cleaner, who is
focused only on the cleaning aspect. The term is also
used to refer to the money allocated for such use. By
extension, it may also refer to an office or
organization, as well as the maintenance of
computer storage systems.
The basic concept can be divided into domestic
housekeeping, for private households, and
institutional housekeeping for commercial and other
institutions providing shelter or lodging, such as
hotels, resorts, inns, boarding houses, dormitories,
hospitals and prisons.There are related concepts in
industry known as workplace housekeeping and
Industrial housekeeping, which are part of
occupational health and safety processes.

Housekeeper responsibilities

include:

Performing a variety of cleaning activities such
as sweeping, mopping, dusting and polishing
Ensuring all rooms are cared for and inspected
according to standards
Protecting equipment and making sure there
are no inadequacies

Responsibilities

Perform a variety of cleaning activities such as
sweeping, mopping, dusting and polishing
Ensure all rooms are cared for and inspected
according to standards
Protect equipment and make sure there are no
inadequacies
Notify superiors on any damages, deficits and
disturbances
Deal with reasonable complaints/requests with
professionalism and patience
Check stocking levels of all consumables and
replace when appropriate
Adhere strictly to rules regarding health and
safety and be aware of any company-related
practices

Requirements and skills

Proven experience as a Cleaner or Housekeeper
Ability to work with little supervision and maintain
a high level of performance
Customer-oriented and friendly
Prioritization and time management skills
Working quickly without compromising quality
Knowledge of English language
High school degree

Problems and solutions in the Front office

1. The guests did not give their ID cards
Solutions : Explain that it is a matter of safety. Identity
verification is required to prevent impersonation. If they
still refuse to accept, they may not be able to stay.
2. Guest requested early check-in but refused to pay extra.
Solutions : May have guests sit and wait in the lobby first.
Or suggest that guests leave their bags and go for a walk
around the area. that to relax
3. Guest refuses to pay for Minibar
Solutions : When charging the room, the mini bar is
included. All items in the refrigerator will be able to eat.
because already paid
4. The guest said they would complain to the hotel.
Solutions : The thing you want to complain about is true.
Maybe apologize as much as you can, such as handing you
a fruit basket. Applicable for non-serious cases But if it is
serious, may be responsible according to the incident.
The matter you want to complain about is untrue. If the
guests bring false stories to the reputation of the hotel.
Notify the guest of legal action (looks frightening right
away).
5. The guests did not arrive on time for breakfast.
Solutions : Front office staff coordinate with F&B
department. to extend the time for another 1-2 hours.

House Keeping ‘Room Status’

Room Status Only available rooms are divided into 3
categories: 'V', 'O', 'A', 'A', stands for Assign, which means
Booked. already
'V' stands for Vacant, meaning empty.
'O' stands for Occupied, meaning there are guests.
Status starting with 'A' = Assign
AC = Assign Clean, clean room and already booked,
waiting for guests to stay (C/I)
AD = Assign Dirty. The housekeeper hasn't cleaned it yet.
but already booked
Status starting with 'V' = Vacant
VD = Vacant Dirty means the empty room is dirty, the
C/O guest has already cleaned the room. for guests to
stay
VC = Vacant Clean means a clean empty room. The
maid has cleaned Fronts can be provided to C/I guests.
VCI = Vacant Clean Inspected means the room is clean.
Supervisor checked (some hotels don't have this status).
VCP = Vacant Clean Pick Up means a clean room. But
the items in the room are not complete, such as not
filling the mini bar, etc. (some hotels do not have this
status)

House Keeping ‘Room Status’

Status starting with 'O' = Occupied
OC = Occupied Clean A room that has been cleaned
by a guest, i.e. a room where guest C/I or has stayed.
OCI = Occupied Clean Inspected, room has been
cleaned, supervisor checked (some hotels don't have
this status).
OD = Occupied Dirty The room has not been cleaned
by the guests, i.e. the guest has stayed past the day.
Status for a broken room
OOO = Out of Order Temporary Broken Room can't
sell
OOS = Out of Service Slightly Broken Room Can be
opened for sale or as a showroom open to stay
OOI = Out of Inventory, a room that has not been
sold at all. may be permanently damaged Or it can
be the owner's room.

Uniforms of front office Department

Uniform design inspiration MAN

The inspiration for this outfit came
from Golden yellow jasmine rice
makes Thai or foreign guests who
come to use the hotel know about
Thai jasmine rice. There will be a
stalk of jasmine rice attached to
the chest. as a beauty accessory
and jasmine rice Show humility. Pay
respect. Use white shirt and pants.
Representing purity, pleasing to the
eye. The left side has a Kanok
pattern. Representing Thainess,
making it beautiful

Uniforms of front office Department

Uniform design inspiration Women

women's uniforms Inspired by jasmine
rice as well, the golden yellow color
symbolizes luxury, and the rice is a
symbol of humility. The streamlined
body of the uniform has an off-the-
shoulder design showing the versatility
that modern women can be beautiful in
any profession. Use white to express
purity and make them comfortable to
look at. The female staff's skirts use a
Thai pattern, which is a pattern.
Similar to Thai sarong, it represents
Thainess and there is LINE Kanok on
the right side as well, which makes
foreigners and Thais who come to see
for sure that this is a Thai hotel and
not a foreign boyfriend.

GAMES

1. Match the front department correctly.

cashier

Housekeeper



Bell Boy

room reservation
departmen

Answer

1. Match the front department correctly.

cashier

Housekeeper



Bell Boy

room reservation
departmen

GAMES

Cashier, Concierge ,
Doorman ,Front, Office ,

Guests, Housekeeper ,
Manager, Problems ,

Receptionist ,
Solutions, Telephone

Answer

Cashier, Concierge ,
Doorman ,Front, Office ,

Guests, Housekeeper ,
Manager, Problems ,

Receptionist ,
Solutions, Telephone

Contents

https://setupmyhotel.com/train-my-hotel-
staff/front-office-training/743-front-office-
introduction-operations-functions.html
https://th.jobsdb.com/th-th/articles/แบ่งแผนก
งานในโรงแรม-3/
https://www.talentlyft.com/en/resources/front
-office-manager-job-description
https://resources.workable.com/receptionist-
job-description
https://resources.workable.com/housekeeper-
job-description
https://en.wikipedia.org/wiki/Housekeeping
https://smartfinder.asia/ปัญหายอดฮิตของคน
โรงแรม/#iLightbox[gallery7817]/0
https://smartfinder.asia/room-status-มีอะไร
บ้าง/

Thyoaun!k