Organization of The Front OfficeDepartment
Typical Front Office Organization
The organization chart in Figure 2.5 depicts a typical organization of staff for a front office manager. Staff includes
desk clerk, cashier,reservations manager, concierge, night auditor, telephoneoperator, bell staff, room key clerk, and elevator operator
. Notall of these positions are found in every lodging establishment. In someoperations, the front desk clerk acts as desk clerk, cashier, telephoneoperator, and reservations clerk, as required by the volume of business. Many large, full-service hotels, in contrast, employ thecomplete staff as listed.Staffing the front desk positions incurs a cost. The front officemanager, in consultation with the general manager, usually prepares apersonnel budget related to salary levels throughout the lodgingestablishment.
Organization Chart of The Front OfficeManager
1. Desk Clerk
The responsibilities of the front office staff are quite varied. Theposition of the
can encompass many duties, which typicallyinclude verifying guest reservations, registering guests, assigningrooms, distributing keys, communicating with the housekeeping staff,answering telephones, providing information about and directions tolocal attractions, accepting cash and giving change, and acting asliasion between the lodging establishment and the guest as well as thecommunity.
The position of cashier includes processing guest checkouts and guestlegal tender and providing change for guest. This position is found in a