Department Of International Tourism and Hospitality Management

Semester : Fall-2021
Report : 02 ( Two)

Course Code : ITHM 1301

Course Title : Industrial Placement

Report On
Job Responsibilities of
Front Office Executive

Submitted To
Shelamony Hafsa
Lecturer
Department of
International Tourism and Hospitality Management

Submitted By
Istiaque Ahmed
ID : 193 031 054

Date of Submission : 28 December, 2021

I am working in Hotel Orion International as a front office executive. This hotel is in the centre
of Jashore district. It’s one of the best hotel in Jashore district. We’re providing the true 4 star
service in our reputed hotel. All of our staffs are ready to give the better services to our guest.

For my industrial placement I’m doing my internship here as a front office staff. My desk
manager is very much helpful who helps me to maintain my job responsibilities. My department
is front office. I am working here near three months.

Working Hours : My working hour is about eight hours. My shift starts from at 9:00 am to 6:00
pm. In a month, the organization gives four day break for the employees. I spend four off day in
a month. The environment is much work friendly here. I have to reach my office minimum five
minutes before of 9:00 am. I get fifteen minutes snacks break at 11:30 am and 30 minutes lunch
break at 2:00 pm. The front office manager is enough helpful to make my task much easier. I get
a single off day in every week which make me more cheerful to get back concentration in my
work.

Page 01
 Front office responsibilities

Front office is a very important department in a hotel because of 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 and so on. The Front Office is also called the heart centre of a hotel. It can
be explained as a front of the housing department which is located around the foyer and
the lobby area of a the hotel property. As this department is situated around the front area of the
hotel and is visible to the guests, patrons and visitors, that’s why these are collectively called
“Front Office”.

Following are the most basic responsibilities a front office can handle.

 Making the right guest database

 Make sure the proper handle of guest accounts

 Coordinating guest service

 Always ready to sell a service to the guest.

 Make sure the proper guest satisfaction

 Handling in-house communication through PBX

Front-House Operations are visible to guests of the hotel. The guest can interact and see the
quality of services from here. There are many types of front house operations few of them are
listed here,

i) Interacting with the guests to confirm the request for a booking

ii) Proper checking accommodation availability and make it salable to the guest.

iii) Make sure of collecting detail information while guest registration.

iv) Creating a guest’s account with the front office accounting system.

v) Issuing the assigned accommodation keys to the guest.

vi) Make sure the payment is paid at check out time.

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 My Job Responsibilities

I am working as a front office executive in Hotel Orion International. My first duty is to

welcoming everyone who enters at our hotel. It creates a good vibe to the guest. I make sure that
the guest are properly checked by the security. Make sure that their bags, luggage are placed in
right place by our staff. I listen their saying very politely and make sure the right service ready
for them. I always try to answer their queries. My duty is to make them comfortable to our hotel.
I answer the phone calls , provide basic information and if necessary I convert the call to the
specified department. I usually do the administrative jobs such as , sending mail , make the
arrival list , make the reservation , fill the guest registration card. I make the bill invoice for the
guest and keep the copy for ourselves. I do make sure the payment are cleared . Check the pos
machine payment by card. As a supporting staff of our company, it’s one of my basic duty is
promoting our organization. Basically a front office executive controls the flow of people
through the organization and ensure that all receptionist are performing their task in a timely
manner. A front office executive is responsible for maintenance of important documents, files
and records in an organized manner. I am responsible for providing assistance to the heads in the
administration department. I take my decision is various steps due to situation basis.

Many new things I’ve learned from here. One of the important skill is the communication
skills such as able to listen, ask the right questions , understand what the guest is asking and 
provide the relevant information in a clear and confident manner. I am now more careful about
the detail information when I am asking from the guest. One of the main thing is the strong
customer service orientation including the ability to  understand and meet the customer's needs
while developing good guest relations. I am able to gather all necessary information and can
make the right decision. I’m able to quickly adjust approach and activity to meet new demands,
diverse guests, changing circumstances and new priorities.

I think I have to act more wisely in calm manner. I need to improve this skill. When I am taking
a decision I become very much serious but I should be much forbearing , calm and quiet. I
always have to work in cool head. However the situation is , I have to maintain that in a simple
and easy way.

Page 03
Working Skill is very much important for fulfilling this job responsibilities. Make the proper
use of communication skill is highly needed. It’s important to to maintain a good vibe. One have
to be very composure whenever there have a huge pressure of guest. Computer literacy is one of
important factor for fulfilling the services. Handling the guest’s problem and solve them as soon
as possible. These problems could be minor, such as a request for restaurant recommendations.
They could be major, such as a guest whose reserved room is not wheelchair accessible, as they
had requested. In situation we make sure that guest is getting the best services.

The one of the main thing is the teamwork. In front office I always have to work with various
sectors of employees. Front desk executives work closely with organization’s employees and
other front desk workers, depending on their place of employment to carry out daily tasks. So
it’s much needed to maintain the relation and work balance with other relevant department.

Page 04