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Lecture2 the Front office

Lecture2 the Front office

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Published by Mhel Demabogte
Lecture on Intro to Front Office Management
Lecture on Intro to Front Office Management

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Published by: Mhel Demabogte on Jun 19, 2013
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The Front Office

Organization and Functions Lecture 2
AIREEN Y. CLORES, MBA/DBMHM HRTM 133 INTRUCTOR

Objective:
• Organization set up of Front office • The F.O function and responsibilities • Identify the positions and its job specification of each human resource in the front office.

Front Office Manager Secretary Front Office Manager Assistant Manager Guest Relation Officer Chief Concierge Reception Supervisor Assistant Reception Supervisor Reservation Manager Reservation Supervisor Telephone Supervisor Assistant Telephone Supervisor Airport Supervisor Assistant Chief Concierge Airport Representative Concierge Valet Parking attendant Senior Reception Reservation Clerk Telephone Operator Bell Boy Reception • FRONT OFFICE ORGANIZATIONAL CHART .

Front Office Function Front Office Manager (FOM) Revenue Management Reservations Guest Services Night Audit Desk Staff Concierge Bell Staff .

Corporate Owner General Manager Front Office Manager Night Manager Pool Mgr Maintenance/Grounds keeper Controller Housekeepe r Maids Restaurant Manager Cook Host Wait Staff Housemen Desk Clerk Pantry Full Service Hotel Dishwasher Bus Staff .

Small limited-serving lodge Corporate owner Front Office Manager Desk Clerk Night Auditor General Manager Housekeeper Maids Housemen Maintenance Manager .

Standard Size Hotel Corporate Owner General Manager Front Office Manager Night Auditor Desk Clerk .

Front Office Manager Secretary Front Office Manager (Guest Relation Officer) Concierge Reception Supervisor Assistant Reception Supervisor Reservation Manager Reservation Supervisor Telephone Supervisor Assistant Telephone Supervisor Pensioned House .

Front Office Manager Secretary Front Office Manager Assistant Manager Guest Relation Officer Chief Concierge Reception Supervisor Assistant Reception Supervisor Reservation Manager Reservation Supervisor Telephone Supervisor Assistant Telephone Supervisor Airport Supervisor Assistant Chief Concierge Airport Representative Concierge Valet Parking attendant Senior Reception Reservation Clerk Telephone Operator Bell Boy Reception Resort .

Front Office Functions With Other Positions Revenue manager Reservation manager Desk staff Guest registration Concierge Front Office Manager Bell staff Night auditor .

General Manager • the person in charge of directing and leading the hotel staff in meeting its financial. • the person responsible for leading the front office staff in delivering hospitality The executive ousekeeper. the person responsible for the upkeep of the guestrooms and public areas of the lodging property as well as control of guest room inventory items. keeps on top of new trends in controlling costs and effective use of personnel. environmental. • .O…. and community responsibilities. develops and stylizes • organization charts that fit his or her plan to meet the goals of the particular company front office manager.Organization of F.

Responsibilities of Front Office Revenue & reservation management PMS & its management Functional areas Management of guest Services Accounting for guests Data management .

reservations.Front Office: The PMS & Its Management Guest histories Room rates. and room assignments PMS: Computerized system Reservations Management information functions Accounting information Other selected guest services .

Front Office: relationship with other departments Banquets Marketing and Sales Maintenance Food and Beverage Front office Controller Housekeeping Security Human Resources Management .

Front Office: relationship with other departments Marketing and Sales Banquets Maintenance Announcement boards for events Food and Beverage Front office Financial transactions Controller Employee needs Housekeeping Security Human Resources Management .

How do front office coordinates with other departments in the hotel? .

Front office & Housekeeping Coordination • Rooms information on occupancy level • The housekeeping department also receives other important information from the front office. which require special attention: • VIPs in the House • GROUPS in the house • CREW in the house .

• Maintenance & Engineering • Provision of engineering facilities and maintenance to keep things in order • Security • Responsible for handling emergency situations and secure safety and security of hotel property. staff and guests..Front office with other departments…. • Food & beverage department • Coordination with restaurants and banquet halls with the • Coordination with HRD • Requirements for rooms division staff. and other issues related to human resource .

.Stages: interactions and transactions between the guest….

.

· telephone calls and messages. · check-in and registration. and · check-out and bill settlement.Sequence of Front office Service • • • • • • • · reservations. . · handling guest accounts. · uniformed service and baggage handling. · mail and information.

.

Front office personnel • Functions • Roles • Responsibilities .

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