Name : I Gusti Putu Satria Wibawa

NIM : 1712021119

Class : 7D

FRONT OFFICE DEPARTMENT

Talking about the world of tourism, of course, it is closely related to hotels that are a
place to stay as well as recreation, eliminating fatigue for some people. A good hotel will always
provide good service for the guests. This is done to satisfy guests who have already spent money
to stay at the hotel. Of course, all aspects of being in a hotel are required to provide relevant
accommodation for guests, especially the front office staff. According to Mishra & Pal (2013),
the first person to provide regular service when guests arrive is called the front office. The
obligation of the front office staff is very risky to make a good first impression for guests. On the
other hand, the front office staff services must be accompanied by qualified skills in both
technical and non-technical forms. Front office staff must master various skills that can make
them reliable staff in order to maintain the image of the hotel. If the performance is not good, it
will certainly make guests annoyed and dissatisfied with the overall service. A front office staff
is always a benchmark for the level of service at a hotel. So, a front office staff is an important
element in the world of tourism services, especially in hotels.
According to Suwithri (2008), there are several front office criteria that must be
mastered. The first is to have knowledge of all aspects of the hotel where a front office staff is
required to know various hotel information in order to look professional. The second is to have
an attractive and neat appearance in order to make a good first impression when meeting guests.
The third is to have good skills. The fourth is trustworthiness which is an important aspect of a
front office staff so that guests feel more comfortable when in the hotel. The fifth is being able to
diplomate if needed. The sixth is always to have the initiative to be reliable wherever and
whenever. The seventh is to have a good attitude because it will determine a good impression of
the guests who come. The last is fully dedicated to the service so that all hotel staff and guests
are always trusted. Not just anyone can become a reliable front office. Those who want the
position of a front office staff must have several criteria or qualifications that are appropriate in
order to facilitate services that make guests satisfied. Besides technical skills, attitude also plays
an important role for a front office staff. Therefore, every criteria must be owned by front office
staff in order to become a professional worker.

1.1 Division Structure of Front office department in the hotel (A. Bardi, 2003)

The front office staff is basically on duty to serve guests for the first time. There are
several main tasks of the front office that must be considered. The first is to accept and handle
room orders by guests where it is a must. The second is to make reservation data accurately. The
third takes care of the check in and check out process. The fourth is handling all payments made
by guests while at the hotel. The fifth is to provide all information related to the hotel so that
guests can easily adapt. The sixth is able to handle all complaint reports experienced by guests.
The last thing is to bring guests' belongings when they first arrive at the hotel. All of these things
are a must for someone who oversees the front office department.
With so many demands in the front office department, of course, it must be divided into
several main divisions that have their respective specific duties. There are several front office
divisions according to their duties. The first is a desk clerk whose job is to record the various
needs of guests, answer phone calls, give directions, and make light reservations. The second is
the cashier who is in charge of handling check out and changing bookings periodically. The third
is the reservation manager whose job is to respond to room bookings, provide information if
needed by guests, and continue to communicate with the marketing manager (sales department)
regularly. The fourth is the telephone operator who is in charge of all aspects related to the needs
of guests and handles some information that may have to be conveyed to other guests and hotel
residents. The fifth is the bellboy who is in charge of welcoming and carrying guest items to take
them to the room that has been previously booked. The sixth is a concierge whose job is to
provide attractive offers about hotels such as entertainment, transportation, recreation areas, and
other facilities. The last one is the front office manager who oversees all staff and handles
policies that must be adhered to at the hotel, especially for the front office staff. Therefore, each
division must provide the best servants according to their respective duties and continue to
improve technical and non-technical skills in doing it for the satisfaction of guests.

Sources:
https://www.tutorialspoint.com/front_office_management/front_office_management_quick_guid
e.htm

Various technical and non-technical skills really need to be mastered in supporting the
work of a front office staff. With so many types of work a front office staff must do, of course,
there are many terms that must be mastered. You could say the terms that are often called
"jargon" can make it easier for front office staff to understand in carrying out their duties. Allan
and Burridge (2006) state that jargon is a phrase or special language that is used in an important
situation or is used in a specific profession. This indicates that in a special environment or
profession there will always be a special term or language that is not understood by everyone.
For example, front office staff must memorize and master various codes, terms, phrases used by
colleagues around them. In general, the use of jargon is intended to keep the signs secret. So, it is
very interesting to study what jargons are used by front office staff in carrying out their duties.
Here is the jargon used in front office departments. Because there are so many, so I attach
some list of images as follows:
Sources: https://www.slideshare.net/AmbrishRai3/key-terms-or-jargon
 REFERENCES

A Bardi, James. (2003). Hotel Front Office Management, Third Edition. Canada: John Wiley &
Sons, Inc.

Allan, K., & Burridge, K. (2006). Forbidden Words;Taboo and the Censoring of Language. New
York: Cambridge University Press

Mishra, R., & Pal, K. (2013). Empowering Front Office Professional with Understanding of
Guests’ Personality Psychology. Global Journal of Management and Business Research,
45-50.