Madras – IHM – COLLEGE

(ALAGAPPA UNIVERSITY)
B.SC CATERING AND HOTEL
ADMINSTRATIO
KARAIKUDI – 630003 , TAMIL NADU ,
INDIACo-Ordination Of Front -Office
Department with Other department !

Submitted by MR. ROHIT NIMBAJI PATIL

Academic Year- 2019-2022
Under The Guidance of Vikas Sir
 Acknowledgement

Apart from my efforts, the success of any depends largely on

the encouragement and guidelines of many others. I take this
opportunity to express my gratitude to the people who have
been instrumental in the
successful completion of this project. I would
like to show my greatest appreciation to Mr.
Vikas Sir and the entire faculty of the department of Hotel
management at (MADRAS- IHM)from where we have learnt the
basics and whose informal discussions and able guidance
became light for us in the entire duration of this work. I can‘t
say thank you enough for their
tremendous support and help. I feel motivated and encouraged
every time I work on this
project. Without their encouragement and
Guidance this project would not have materialized. The
guidance and support received
from the members who contributed and who are contributing
to this project are vital for the
success of the project. I am grateful for their constant support
and efforts.Introduction to Front -Office!
Name of the Student :Rohit Patil .
 Declaration

I hereby declare that the project work entitled “ HOTEL

MANAGEMENT” is an authentic record of my own work carried out
at (MADRAS – IHM
COLLEGE) under the guidance of the entire facultyof the
department of the college at MADRAS – IHM COLLEGE ,
ALAGAPPA UNIVERSITY and Mr. Vikas Sir
ARUMUGAM who has contributed and supportedme for the
project, as this project work is submitted in
the fulfillment of the requirements for the awardof the degree of
B.SC.CATERING AND HOTEL ADMINSTRATION

(Signature of student) Name Of

Student :Rohit Patil
Date:

Certified that the above statement made by thestudent is

correct to the best of our knowledge and belief.

Mr./ Ms- (H.O.D.) Name and Signature : Mr/Ms Name of

the Guider Name and Signature .Seal Of The CollegeIntroduction
to Front -Office!
 Student profile :
Name of the Student :- ROHIT NIMBAJI PATIL

Course :- B.SC (C&HA)

Batch(year – year) :-2019 - 2022
College Name :- MADRAS IHM
College Contact No :-
College Email ID :-
Fathers Name :- NIMBAJI DAMU PATIL
Name of the Guiders’s Name:- Mr. Vikas Sir.
Guiders’s Name Contact No :- 9323487932
Guiders’s Name Email
Date Of Submission :-
 CERTIFICATION
This is to certify Rohit Nimbaji Patil is a
student of
MADRAS IHM B.SC (C&HA) course with
University Enroll Number 199011608
hascompleted his/ her
Research Project Work under the Guidance
of the Mr. Vikas Sir with
Grade.

Signature Of Faculty

Signature of Principal
Sr. No Index Pages. No
1 Introduction 6 - 15
2 History 16 - 20
3 Objective 21 - 72
4 Scope 73 - 79
5 Hypothesis 80- 83
6 Research 84 - 85
Methodoly
7 Biblography 86
8 Conclusion 87
 Introduction to Front-Office!
What is Front Office Department?
• It is the one of the many departments of the hotel business which directly
interacts with the customers when they first arrive at the hotel. The staff of this
department is very visible to the guests.

• Front office staff handles the transactions between the hotel and its guests. The staff receives
the guests, handles their requests, and strikes the first impression about the hotel into their
minds.
 • Front Office Department
• Front office department includes −

• Front Desk
• Uniformed services
• Concierges
• Front Office Accounting System
• Private Branch Exchange (PBX), a private telephone network used within an organization
• Basic Responsibilities of Front Office Department
• Following are the most basic responsibilities a front office can handle.

• Creating guest database

• Handling guest accounts
• Coordinating guest service
• Trying to sell a service
• Ensuring guest satisfaction
• Handling in-house communication through PBX
• Front Office Operations
• There are two categories of Front Office Operations −
 • Front-House Operations
• These operations are visible to the guests of the hotel. The guests can interact and see these
operations, hence, the name Front-House operations. Few of these operations
include −

• Interacting with the guests to handle request for an accommodation.

• Checking accommodation availability and assigning it to the guest.
• Collecting detail information while guest registration.
• Creating a guest’s account with the FO accounting system.
• Issuing accommodation keys to the guest.
• Settling guest payment at the time of check-out.
• Back-House Operations
• Front Office staff conducts these operations in the absence of the guests or when the guest’s
involvement is not required. These operations involve activities such as −

• Determining the type of guest (fresh/repeat) by checking the database.

• Ensuring preferences of the guest to give a personal touch to the service.
• Maintaining guest’s account with the accounting system.
• Preparing the guest’s bill.
• Collecting the balance amount of guest bills.
• Generating reports.
• Guest Cycle in Hotel
• Generally, a guest’s interaction with the hotel is divided into the following four sequential
phases −

• Pre-arrival
• It is the stage when the customer is planning to avail an accommodation in the hotel. In this
first stage, the customer or the prospective guest enquires about the availability of
the desired type of accommodation and its amenities via telephonic call or an e-mail. The
customer also tries to find out more information about the hotel by visiting its website.

• At the hotel end, the front office accounting system captures the guest’s information such as
name, age, contact numbers, probable duration of stay for room reservation and so on.

• Arrival
• The front office reception staff receives the guest in the reception. The porters bring in the
guest luggage. For the guest with confirmed reservation, the front office clerk hands over a
Guest Registration Card (GRC) to the guest and requests the guest to fill in
personal information regarding the stay in the hotel. The clerk then registers the guest in the
database thereby creating a guest record and a guest account along with it.
Later, the clerk hands over a welcome kit and keys of the accommodation. After the
procedure of registration, the guest can start occupying the accommodation.
 • Occupancy
• During occupancy, a front office accounting system is responsible for tracking guest charges
against his/her purchases from the hotel restaurants, room service, bar, or any outgoing
telephone calls made via the hotel’s communication systems. The front office staff is
responsible to manage and issue the right keys of the accommodations to the
right guests. On guests’ request, the staff also makes arrangement for transportation,
babysitting, or local touring while the guest is staying in the hotel.

• Guest Cycle in Hotel

• Departure
• During guest departure, the front office accounting system ensures payment for goods and
services provided. If a guest’s bill is not completely paid, the balance is transferred from guest
to non-guest records. When this occurs, collection becomes the responsibility of the back office
accounting division.

• At the time of guest departure, the front office staff thanks the guest for giving an
opportunity to serve and arrange for handling luggage. In addition, if the guest requires
airport or other drop service, the front office bell desk fulfils it

Front Desk is a very important 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”.

Should guests have any problems 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 functions 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 transaction and 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.

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

Front Office Organisation Chart Sample For Large Hotel

Typical Staff positions under the Rooms Division Department:

Front Desk Agent: Registers guests, 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-up Calls.

Reservation Agent: Responds to Reservation Requests and creates Reservation Records.

Uniformed Service Agent: Handles Guest , escorts Guests to their Rooms, and assists guests for
any bit of information requested

The Front Office function of a Hotel is to act as the public face of the hotel, primarily by greeting
hotel patrons and checking in guests. It also provides assistance to guests
during their stay, completes their accommodation, food and beverage, accounts and
receives payment from guests. FRONT OFFICE – is the “nerve center” in the entire hotel operations.
All the transaction passes through within this department. The Front Office Department comprise of
the Reception, Guest Service Offices, Bell Services, Reservation, Operators, Executive Club, Health
and Recreation Center and Business Center.

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The purpose of the Front Office Department is to provide guests assistance with luggage,
transportation, information concerning the hotel and the city, and any other service arrangements
needed during their stay. Employees of the Front Office Department
often provide the first and last impression of the hotel to our guests. It is therefore vitally
important that employees display a prompt and courteous attitude to all guests and
demonstrate the excellence in service.

The Front Office Manager who comes under the direct supervision of the director of rooms and
supervises the Front Office Department. Important of Front Office
 Department to the Hotel Hospitality, warm welcome. Often provide first and last impression.
Often have longest contact with guest. Continuity long term service, recognition of repeat
guests, remember names, guest histories. Acquaint guest with hotel. Sell hotel food and
beverage outlets.

Typical Staff positions of Front Office in a Medium Hotel:

Front Office Manager / Director Of Rooms: Directly supervises all front

office personnel and ensures proper completion of all front office duties.

Assistant Front Office Managers: Responsible to assist the Front office

manager in his day to operations and also take charge when FOM is not
available.

Duty Manager: Directly supervises the Reception, Concierge, Telephone,

Travel Desk and the Bell desk.

Guest Relations Manager: Responsible for all the guest relations related
activities in the hotel.

Front Desk Agent: Registers guests, and maintains room availability

information.

Cashier: Maintains and settles guest folios, and properly checks out guests.

Concierge: Responsible to assist guests by booking tours, making theatre

and restaurant reservations, etc.

Reservation Agent: Responds to Reservation Requests and creates

Reservation Records.

Supervisors: Responsible to oversee and assists the duties and tasks of the
respective staff work.

Uniformed Service Agent: Handles Guest Luggage, escorts Guests to their

Rooms, and assists guests for any bit of information requested.

Front Office Organisation Chart !

Typical Staff positions of Front Office in a Small Hotel:

Front Office Manager / Director Of Rooms: Directly supervises all front

office personnel and ensures proper completion of all front office duties.

Duty Manager: Directly supervises the Reception, Concierge, Telephone,

Travel Desk and the Bell desk.
Guest Service Agent: Registers guests, handle telephone, maintain room
availability, guest folio, guest profiles and perform check-out.

Reservation Agent: Responds to Reservation Requests and creates

Reservation Records.

Supervisors: Responsible to oversee and assists the duties and tasks of the
respective staff work.

Uniformed Service Agent: Handles Guest Luggage, escorts Guests to their

Rooms, and assists guests for any bit of information requested.
 History OF Front -Office !

What Is the Front Office?

The front office represents the customer-facing division of a firm. For example, customer service,
sales, and industry experts who provide advisory services are considered part of a firm's front
office operations.

The functions of the front office generally generate the majority of revenue for a firm.

KEY TAKEAWAYS

• On a conceptual level, the operations of many firms are divided into three parts: the front office,
the middle office, and the back office.
• The front office is typically composed of customer-facing employees, such as the marketing, sales,
and service departments.
• Because the front office has the most direct contact with clients, it is responsible for generating
the bulk of revenues for the firm.
• The front office relies on the back office for support in the form of human resources, internet
technology (IT), accounting, and secretarial functions.
Understanding the Front Office
The term "front office" originally emerged in the law enforcement field in the early 20th century.
Those convicted of crimes or engaged in criminal activity sometimes referred to the main police
office or the main detective bureau as the "front office" because it was the highest law
enforcement establishment in a local area. By the 1930s, the meaning of the term front office had
evolved and was mainly used to the most critical staffers in a company, such as management and
executives.

Front office staffers typically have the most direct contact with clients. For most businesses, the
front office is the reception and sales area of the business. However, in the financial services
industry, front-office employees are typically those experts that generate revenue for the
company by providing direct client services, such as wealth management. Depending on the
industry, the front office personnel of a company may be some of the lowest-paid employees,
including receptionists.

Front Office vs. Middle Office vs. Back Office

On a conceptual level, many firms are divided into three parts: the front office, the middle office,
and the back office. While the front office is responsible for performing sales and client service
functions, the middle office is responsible for managing risk and corporate strategy, and the back
office provides analysis, technical, and administrative support services.

Using this conceptual model, the middle office and back office employees support the activities
of the front office. The middle office personnel are tasked with ensuring that a company remains
solvent and complies with regulations and ethical business practices. For a financial services
firm, these departments might include corporate strategy, compliance, and financial control.
 The back office includes administrative assistants, human resources staff, and accounting staff.
Also critical to the success of the back office operations are the IT and technology departments.
In a financial services firm, technology in the form of predictive analytics and algorithms play a
central role.

Special Considerations
The term "front office" has a more specific meaning in certain industries, primarily investment
banking, hotels, and sports.

In the hotel industry, the front office specifically refers to the area where customers first arrive at
the hotel. This area is also called the reception area. A receptionist is typically employed to work
in the front office; the role of a receptionist is to get in touch with the customers, confirm their
reservation, and answer customer's questions.

In investment banking, front office usually describes a revenue-generating role. There are two
main areas of specialization within the front office: investment banking and markets. Investment
bankers advise organizations on mergers and acquisitions (M&A), as well as a wide array of
capital-raising strategies. Those individuals employed in a markets-type role within the front
office of an investment bank either perform sales and trading activities or research activities.

In sports businesses, the front office employs many different sports industry professionals, from
the owners of the sports team to general managers and the ticket sales offices.

A record maintained for each guest who has stayed at the hotel with a separate entry for each
visit and details of pertinent preferences. This is a valuable reference tool for reservations,
marketing, and credit departments. Guest histories are now more readily available through the
increased utilization of computers and technology.

Guest history is a valuable service and marketing tool. In particular, it is likely to become a
strategic device for the development of brand loyalty in the 1990s. Reports on a nationwide
Australian study of 121 hotels’ use of guest history, and describes some of the key opportunities
for optimizing the guest history function. The findings suggest that while guest history is being
widely utilized by hotels, the extent of that utilization is limited. Three major areas for
developing strategies to optimize the guest history function were found to include:

specific guest history training modules; an internal service orientation emphasizing the
organization-wide usage of guest history to service the customer better; and further enhancement
of the use of guest history for increasing brand loyalty

Virtually all systems claim to have “guest history;” however, most really only have reservation
history, which is simply the ability to view checked-out folios. The problem with reservation
history is duplication. If a guest stays at the property four different times, there are four different
reservations. Therefore, the reservation history will contain four different mailing labels and/or
Email addresses.
Many advance systems includes guest history database that is separate from reservation history.
If a guest stays at the property four different times, the system stores only one guest history
record, with four reservation records linked to it. This allows only one mailing label or letter to
be printed instead of four. It also allows only one E-Mail to be sent using E-Mail Marketing
system.

The system tracks an E-Mail address for each guest, travel agent, group, company, and
wholesaler. E-Mail marketing can be used to market selected guests, all guests, or to certain
guests, based on various parameters. For example, you can send an E-Mail to all guests that have
not made a reservation in the last 6 months or all guests from India. The system is capable of
sending thousands of E-Mails with just a few keystrokes.

Benefits include:

Instantaneous delivery without postage costs

Send mass E-Mails to all or part of your guest history database

Use targeted guest history mailings to reach specific past guest markets, i.e., business that
originated through a specific source (Travel Agents or Companies) of business code (Corporate
or Leisure) or a specific state.

Deliver confirmation changes with a click of the mouse

Access guest history E-Mail address during new reservation process

A. Quick New Reservations for Past Guests

When new reservations are made, the system automatically searches the guest history database to
determine if the guest has stayed at the property before. The search can be by name, E-Mail
Address, frequent guest number, and other criteria. For repeat guests, the system uses address
information from guest history, saving valuable entry time for the reservationist. For new guests,
the system automatically adds the guest to the guest history master database.

Guests who are part of the frequent guest program can use “points” to make the reservation.

B. Personalized Service in Reservations

Many sophisticated systems provide a complete list of guest preferences for repeat guests. For
example, when a repeat guest calls, the reservationist can quickly determine what room type is
preferred and any special requests for cribs, non-smoking rooms, etc. This allows the
reservationist to personalize the reservation process.

For example, the reservationist may say, “Mrs. Smith, would you prefer a non-smoking room
with a crib again this trip? And would you like to confirm this reservation with Visa Card #
2342343295234?” Remembering guest preferences lead to improved customer satisfaction and
additional business.

C. Warning of “Problem” Guests

Immediate guest history access during the reservation also allows for problem-guest warnings.

For example, if the guest damaged a room last time or did not pay his bill, mark his guest history
record as Do Not Rent, Blacklist, and so on. Problem guests are quickly identified and stopped
prior to confirming a new reservation.

D. Reprint Folios Forever

Guest folios can be displayed on the screen or reprinted forever, limited only by available disk
space. If a guest calls several months or even years after his stay with a folio question, reprint a
copy instantly.
Storing folios forever also allows the system to produce various statistical reports, including
revenue by source of business, market code, rate plan, state, unit type, and travel agent.

E. Personalized Letters & Mailing Labels

The system generates personal letters to guests. The letter is created one time and then printed as
often as required on your letterhead. The letter can be printed for all guests or a range of guests.
A consistent mailing program to past guests increases return rates and average daily rates.
Complete mailing lists are available as part of guest history. Mailing labels can be printed for all
guests in zip code sequence for a bulk rate mailing. Specific targeting is also possible. For
example, you could print labels for all guests from India.

F. Information-Only Inquiries (Brochure Requests, etc)

Guests can be added to the history database without making a reservation. This allows you to
track ‘information only” requests. Then, the system automatically sends a letter or prints a label
for these potential guests. Periodic mailings to potential guests significantly increase occupancy.

• Objective Of Front -Office!

type, the hotel has a front office as its most visible department. For a business such as hospitality,
the front office department comes with an aspect of elevating customer experience with the
business.
Front Office department is a common link between the customers and the business. Let us learn
more about it.

What is Front Office Department?

It is the one of the many departments of the hotel business which directly interacts with the
customers when they first arrive at the hotel. The staff of this department is very visible to the
guests.
Front office staff handles the transactions between the hotel and its guests. The staff receives the
guests, handles their requests, and strikes the first impression about the hotel into their minds.

Front office department includes −

• Front Desk
 • Uniformed services
• Concierges
• Front Office Accounting System
• Private Branch Exchange (PBX), a private telephone network used within an organization
Basic Responsibilities of Front Office Department
Following are the most basic responsibilities a front office can handle.

• Creating guest database

• Handling guest accounts
• Coordinating guest service
• Trying to sell a service
• Ensuring guest satisfaction
• Handling in-house communication through PBX
Front Office Operations
There are two categories of Front Office Operations −
Front-House Operations
These operations are visible to the guests of the hotel. The guests can interact and see these
operations, hence, the name Front-House operations. Few of these operations include −

• Interacting with the guests to handle request for an accommodation.

• Checking accommodation availability and assigning it to the guest.
• Collecting detail information while guest registration.
• Creating a guest’s account with the FO accounting system.
• Issuing accommodation keys to the guest.
• Settling guest payment at the time of check-out.
Back-House Operations
Front Office staff conducts these operations in the absence of the guests or when the guest’s
involvement is not required. These operations involve activities such as −

• Determining the type of guest (fresh/repeat) by checking the database.

• Ensuring preferences of the guest to give a personal touch to the service.
• Maintaining guest’s account with the accounting system.
• Preparing the guest’s bill.
• Collecting the balance amount of guest bills.
• Generating reports.
Guest Cycle in Hotel
Generally, a guest’s interaction with the hotel is divided into the following four sequential phases
−
Pre-arrival
It is the stage when the customer is planning to avail an accommodation in the hotel. In this first
stage, the customer or the prospective guest enquires about the availability of the desired type of
accommodation and its amenities via telephonic call or an e-mail. The customer also tries to find
out more information about the hotel by visiting its website.
At the hotel end, the front office accounting system captures the guest’s information such as name,
age, contact numbers, probable duration of stay for room reservation and so on.
Arrival
The front office reception staff receives the guest in the reception. The porters bring in the guest
luggage. For the guest with confirmed reservation, the front office clerk hands over a Guest
Registration Card (GRC) to the guest and requests the guest to fill in personal information
regarding the stay in the hotel. The clerk then registers the guest in the database thereby creating
a guest record and a guest account along with it. Later, the clerk hands over a welcome kit and
keys of the accommodation. After the procedure of registration, the guest can start occupying the
accommodation.
Occupancy
During occupancy, a front office accounting system is responsible for tracking guest charges
against his/her purchases from the hotel restaurants, room service, bar, or any outgoing telephone
calls made via the hotel’s communication systems. The front office staff is responsible to manage
and issue the right keys of the accommodations to the right guests. On guests’ request, the staff
also makes arrangement for transportation, babysitting, or local touring while the guest is staying
in the hotel.
Departure
During guest departure, the front office accounting system ensures payment for goods and
services provided. If a guest’s bill is not completely paid, the balance is transferred from guest to
non-guest records. When this occurs, collection becomes the responsibility of the back office
accounting division.
At the time of guest departure, the front office staff thanks the guest for giving an opportunity to
serve and arrange for handling luggage. In addition, if the guest requires airport or other drop
service, the front office bell desk fulfils it.

Front Office Management - Terminology

Following are some common terms used in relation to the front office department −
S. Term & Meaning
No.
1
Account receivables
The amount of money an
organization has the right to receive
within some specified period (say 30
days) against the delivery of
products/services.

2
Bell desk
An extension of front desk that deals
with personalized guest services.

3
Cancellation charges
They are the charges borne by the
guest on cancellation of a confirmed
reservation or for not showing-up on
confirmed reservation.

4
Concierge
Information desk that assists guests
for transportation, booking of events
outside the hotel.

5
GRC
Guest Registration Card, which the
guest needs to fill in with personal
formation at the time of registration.

6
Guest

Customer of the hotel business being

served.
7
IP-PBX
Internet Protocol Private Branch
Exchange, where internet protocol is
used for call transmission.

8
MICE
Acronym for Meetings, Incentives,
Conferences, and Exhibitions.

9
Non-guest
Customer of a hotel business not
being served at the moment.

10
No-show
A guest who has reserved an
accommodation neither turns up nor
cancels it.

11
OHMS
Online Hotel Management System, a
software system to manage all
backoffice operations of a hotel.

12
PBX
Private Branch Exchange, a private
network of telephones within an
organization.

13
POS
Acronym for Point of Sale. It is the
revenue generating place in the hotel
 where retail transactions are carried
out.

14
Rack rate
The price at which the hotel rooms are
sold before applying discount.

15
SMERF
Acronym for Social, Military,
Educational, Religious, and
Fraternal.

16
Trial balance
It is a report of accounts that
represents ending balance of each
account in the list. It is prepared at
the end of an accounting period.

17
Uniformed services
Personalized services provided to the
guests.

18
Valet
A male attendant to park and clean the
car.

19
Whitney System
An old reservation system for hotel
accommodations.
 20
Yield Management
A variable pricing strategy, based on
understanding, anticipating and
influencing consumer behavior in

order to maximize revenue from a

fixed, perishable resource.

Front Office Management - Structure

Front office area is commonly termed as ‘Reception’, as it is the place where the guests are
received when they arrive at the hotel. It is the first point of interaction between the hotel and the
guests. Being the prime interface between the hotel services and the guests, the front office is
located near the main entrance of the hotel.
The front office structure can be viewed in two ways: the physical setup and the operational
structure of the department.

Physical Setup of Front Office

The physical setup includes key-hanging boards, bell desk and guest-mail handling register. The
front desk is equipped with various compartments, the computerized property management
system, and an in-house communication system.
Positioning the Front Desk
The front desk is where the guests temporarily await to find an accommodation or to clear their
bill. Hence, it needs to be positioned appropriately such that the staff and the guests can use them
conveniently. The front desk needs to be −

• Positioned at an adequate height and reach.

• An adequately lit-up area.
• Aesthetically furnished.
• Preferably near the hotel lobby and lift.
• Preferably near the sitting area.
• Wide enough to make the staff member communicate with the guests across the desk.
Front Office Communication
The front office staff needs to communicate with the staff of the same as well as all other
departments of the hotel. This is termed as internal communication. It mostly relies upon the
PBX or IP-PBX system.
When the front office communicates with the potential customers outside the hotel, corporate
offices, and other ancillary service providers, then it is an external communication.
Any formal communication outside the hotel is mostly carried out using e-mails and phone calls.
For sending coupons or other promotional material, renewing agreements with travel agents or
airlines, the front office staff may opt for postal mail.
Operational Structure of Front Office
There are lot of staff working under front office manager. The structure of the front office
department changes according to the size of the hotel business, physical size of the hotel, and the
hotel management policies. Following is the general structure of the front office department −

Hotel Front Office Sections

Front office department manager heads the team of staff working on various activities and
responsibilities in the front office department. Few prominent activities that the front office staff
is involved in are −
• Reservation − It includes handling request of customers for reserving accommodations.
• Reception − It includes receiving the guests according to the highest standards and
registering them appropriately. It also includes bidding the guests off.
• Guest Services − They are also known as Uniformed Services. It includes personalized
guest services such as − o Handling guest luggage. o Handling guest mail. o Delivering
newspapers in accommodations. o Paging the guest inside the hotel (locating the guest in the
hotel). o Arranging for a doctor in emergency. o Parking guest’s automobiles. o Arranging for
reservations at the places of entertainment outside the hotel.

• Accounts − It mainly includes a front office cashier and a Night Auditor. The cashier is
responsible for handling guest payments. He typically reports to the accounts manager
rather than the front office manager.
 The night auditor performs the duties of front desk reception as well as accounting partly
during the night shift. He needs to report to the heads of both departments, front office,
and accounting.
• Communication − It involves handling communication among various other departments
and guests of the hotel.

Ranks and Responsibilities

Let us discuss a few prominent ranks in the front office department and their respective
responsibilities −

Reservation Manager
In the context of hotel, the term reservation is used for booking a particular accommodation in the
hotel by a guest for a period of time. Reservation section does not directly deal with the guests.
Some important tasks a reservation manager is responsible for are −

• Having knowledge about the reservation systems.

• Providing and updating information on tours, prices, and itineraries.
• Reviewing daily hotel reservations.
• Preparing occupancy forecast.
• Updating travel agent rates in the system.
• Handling correspondence with outside travel agencies.
• Allocating daily tasks to the reservation staff.
• Ensuring special deals with repeat guests, VIPs, or guest groups.
• Training the staff under hand.
Reception Manager
Following are some prominent roles and responsibilities of the reception manager −
• Dealing with arrival and departure of the guests.
• Welcoming the guests, escorting them to the room, and seeing them off.
• Ensuring professional greeting of clients, visitors, and guests.
• Coordination with housekeeping department for cleaning rooms.
• Filling registration cards for the guests with reserved accommodation or help the guests to
fill it up.
• Arranging surprise gift for the guests on their special days.
• Training of receptionists.
• Handling appraisals and performance rewards of the staff.
• Reviewing current standards of front office services and procedures, and implementing
new practices if required.
• Ensuring and Scheduling front office desk staff.
• Managing VIP functions and events taking place in the hotel.
• Upgrading software if required.
• Updating backup database regularly.

Guest Services Manager

The responsibilities of the guest service manager include −

• Handling guest mails, letters, and couriers.

 • Ensuring guest messages are delivered at the right time.
• Training the guest service staff such as concierges, bell staff, wallet parking staff, and porters.
• Maintaining guest service suggestion cards and guest complaints.
• Scheduling and appraising guest service staff.
• Ensuring the staff delivers services, accurately and timely.

Night Audit Manager

This manager works during the night hours. The typical responsibilities of a night audit manager
are &mnus;
• Posting accommodation charges, taxes, and other paid services such as restaurant, Internet
charges to each guest's account accurately.
• Taking the responsibility as a duty manager for night shift.
• Settling guest accounts if required.
• Authoring security of the hotel during night shift.
Communication Manager
The communication manager is responsible for −

• Keeping in check all communication facilities such as PBX, facsimile, internet in the hotel.
• Training and scheduling telephone operators in case of large hotels.
• Ensuring immediate delivery of fax to the guests, if required.
• Appraising telephone operators.
• Changing the communication systems to the latest technology for easy use.
Front Office - Staff Qualities and Competencies
Being a part of the service industry, the front office staff needs to have the following qualities and
competencies. The front office staff members are required to −

• Understand their respective roles and responsibilities in the hotel and front office as an operation.
• Equip themselves with basic etiquettes and mannerism.
• Possess pleasant, polite, and cordial personality.
• Wear clean and neat uniform with same accessories and footwear.
• Conduct themselves with professionalism, positive attitude, and cooperative nature.
• Possess extraordinary communication skills.
• Be a team player.
• Possess the ability to tackle tricky situations.

Front Office Management - Reservation

Reservation of the hotel accommodation is one of the important responsibilities of the front office
department. A potential guest contacts a hotel for availability of the desired type of
accommodation and any allied services that the hotel offers. The front office department needs to
react to the enquiry of the guests.
For a guest, reservation increases the chances of a better deal for assured accommodation on
arrival. For a hotel, reservation can enable a better management of guest experience during usual
as well as peak seasons. Reservation procedure varies depending on the size and brand of the
hotel and the reservation system employed.
Let us know the details how the front office handles reservations.
Types of Hotel Reservation Systems
An efficient and effective reservation system is what adds to the hotel’s profitability. Following
are the most popular reservation systems −
Whitney System of Reservation
It was developed in 1940 by Whitney Paper Corporation from New York, hence the name. This
is a conventional manual reservation system the hotels used to follow during pre-computer days
in the hotels. It contains the following setup for reservation −

• Slip for request of accommodation reservation

• Whitney slip that records guest name, accommodation type, number, and duration of stay
• Temporary/Permanent arrival slip
• Guest bill
• Guest registration card
• Correspondence file
• Bedroom journal that records daily occupancy of the guest with date, guest name, room type, and
room number
Let us see how a Whitney slip and the bedroom journal looks like.
Whitney Slip

Guest Date of Room Room Date of

Name Arrival Type Rate Departure

Mode of Reserved By Date

Reservation Received

Reservation Agency if Any:

Billing Instructions Date of Confirmation

Bedroom Journal

Date:

Guest Room Room

Name Number Particulars
Though this system proved efficient, it generated a lot of paperwork with occasional scope for
errors. The drawbacks were overcome by the central reservation system.
Central Reservation System (CRS)
It is a computerized reservation system that reduces paperwork and can handle large amount of
reservation data effortlessly.
In this system, since the guest data and reservation data are stored on the storage disks of the
computers, it can be accessed at wish. It is stored in the form of a database of collection of records
which can enable searching, adding, removing, or updating any guest related data.
The computerized reservation system not only helps to make guest reservations but also helps to
forecast how many accommodations can be reserved in an upcoming time period.
This is how a CRS typically works −
The guests of hotel sales agents call for checking room availability. It is forwarded to the front
office reservation staff. The staff finds out details about the requirement and checks the
availability of desired accommodation in the database. According to the reservation policies and
procedures, the reservation staff member then notifies or suggests the reception about the
accommodation availability and takes further appropriate action.

The Role of Internet in Reservation

The Internet has brought a momentum in the hospitality business as well. It facilitates seamless
management of a hotel’s offices located at various places and their various departments.
The hotel businesses are actively working on the Internet 24 hours a day, seven days a week. The
Internet has simplified complex system of reservations. It enables Online Hotel Management
Systems (OHMS) such as Hotelogix to help guests reserve accommodation of their choice fast
and conveniently. The guests of the hotel can access rate charts, accommodation availability,
check-in and check-out timings, details about the restaurants, and so on, at their own convenience.

Sources of Reservations
People travel for various reasons such as personal as well as for MICE. There are various sources
from whom the requests of reservation pour in −
• Direct Request from Guests − The prospective guests can approach individually to the
hotel for reservation of accommodation mostly when they are single travelers or family
travelers.
• Request from Travel Agent − They can approach the hotel for booking accommodations
for group travelers.
• Request from Corporate Agent − An organization can request a hotel to reserve
accommodations for their employees, clients, or visitors.
• Request from Airlines − The airlines can reserve accommodations for their working staff
for routine stay as well as in case of flight cancellations.
• Request from Institutions − Various SMERF or NGO institutions request to reserve
hotels for sports people, delegations of embassies, or performing-art program groups,
workshop groups, and alike who travel to different location.

Managing Reservations
The first step in reserving an accommodation is to check if the requested kind of accommodation
is available for selling for a specific period of time. It is done by checking forecast boards or
computerized systems.
Accepting Reservation of Accommodation
Reservation of an accommodation is accepted if the desired type of accommodation is available
in the hotel for selling. If it is not available during a rush season or if the guest is in urgent need,
the staff member suggests for almost similar alternative accommodation by stating its amenities
and facilities.
Reservation is accepted in the following cases in conjunction with the availability of the
accommodation −
 • Is the guest new to the hotel?
• Does the guest have good credentials with the hotel regarding payment and behavior?
• Is the guest a VIP?
Denying Reservation of Accommodation
Denial of reservation directly means loss of revenue. But there are certain situations when the
reservation staff turns down the reservation for the guests or agents. The potential causes of
denying reservation are −
• All accommodations in hotel booked − In such case, the reservation staff refuses the
reservation politely and suggests an alternative hotel in the same area or different property
of the same owner in a nearby area.
• Requested type of accommodation not available − In such case, the reservation staff
suggests an alternate accommodation.
• Guest/Agent blacklisted − Some guests or agents are blacklisted due to their history of
payment dues against the hotel. In such case, the reservation clerk seeks for reservation
manager’s advice.
Finally, the reservation section of the front office prepares the list of the reservations for the day
and sends it to the front desk. The list also contains vital information such as if the guest is new
or repeat, guest preferences about room location or décor. The rooms are then prepared by
housekeeping.
Cancelling a Reservation of Accommodation
This is yet another event when the hotel loses business with a guest. Though the fact is overt loss
of revenue, the front office staff must react to it politely and gracefully. The staff member also
needs to convey any cancellation charges the guest must pay while cancelling the reservation.
Cancellation is done in the following steps −

• Finding out details of the guest and respective reserved accommodation.

• Verifying charges of cancellation, if any.
• Notifying the guest about cancellation charges.
• Cancelling the reservation in the system.
• Updating the system for accommodation availability.
• Confirming the guest about the cancellation.
Generating Reservation Report
Reservation reports are generated for the sake of helping the management find trends and making
forecast about business.
The reports typically are of the following types −
• Occupancy report
• Special arrival report
• Revenue forecast report
• Turnaway report
 Guest Registration
Guest registration is nothing but recording the guest’s information for official purposes. At the
time of reservation, the front office staff asks the guests to enter their personal information on the
GRC.
Registration activity is mandatory for both; the guest with reserved accommodation as well as for
the walk-in guest. During registration, the guest is required to enter important information on the
GRC such as guest name, contact number, purpose of stay at the hotel, and passport and visa
details in case of foreign guest. It is the responsibility of the front office staff not to reveal the
guest information to unauthorized persons.
Let us learn more about registration.

Pre-registration Procedure
This procedure involves the prospective guests enquiring about the availability of desired type of
accommodation. Registration can also be conducted in advance before arrival. It can be done via
telephonic conversation in case of frequent guests, VIPs, or group guests.
In case of new walk-in guest, pre-registration is absent as there is no prior interaction between the
guest and the hotel. Pre-registration activity accelerates the actual registration process where the
desired accommodation is marked as reserved.

Verifying Guest's Identity

Since terror attacks on 9/11, the hotels are mandatorily verifying guests’ identities. The staff
verifies guest’s identity first by politely asking the guest’s name. The staff member then requests
to show a photo ID such as driving license or a valid identity card from a well-known organization
where the guest is working. If the guests are from a foreign country, the staff requests them to
show passport. The staff member is authorized to ask any verifying questions politely.
The true copies of the passport or ID card are made to verify the guest’s identity and to prepare
guest database.

Registration Card Typical Format

Following is a typical format of a registration card −
Registration Card

Date:

Reservation Number:

Hotel Name:
Hotel Address:

Contact Number:
Email:
Fax:

Guest Name:

Address:

Mobile Number: Landline Number:

Organization:

Arrived from:

Passport Details: Visa Details:

Date of Issue: Date of Issue:

Date of Expiry: Date of Expiry:

Place of Issue: Place of Issue:

Visa Type:

Payment Option: Cash Card Cheque

Card Type: Visa Master Other

Card Details:
Card Number:
Date of Expiry:

Hotel Policies:
 Guest SignatureFront Office Signature

Creating Registration Record

When the guests arrive at the hotel, the front desk staff hands over the GRC to the guest to fill up
the information. In case of VIPs, the staff enters the information on the card and receives the
guest’s signature.
The staff then creates a registration record of the guest, countersigns, attaches the true copies of
the passport or other ID cards, and files this set in the guest history file. The guest reservation
record is created as a registration record in the software system.

Establishing Payment Method

Guests can pay in advance or at the time of checking-out. Those who have paid in advance are
put under Paid-In-Advance (PIA) list. There are various modes of payment out of which a mode
that guest prefers is recorded at the time of registration. Following payment methods are available
−

• Cash Payment (which also include money order, travelers’ cheque).

• Credit Card/Debit Card Payment (which are accepted only if the cards have not expired).
• Cheque Payment (where post-dated cheques are not accepted).
• Direct Billing.
• Special Payment such as gift card and voucher.
• The guests need to select one of the options of payment at the time of registration.
Assigning an Accommodation
The front office staff assigns an accommodation to the guest only when the registration is
complete. The staff member records the accommodation number into the PMS and describes
about its positive attributes briefly.
The reservations staff also informs the bell-boy to take the guest luggage.

Issuing Room Keys or Access Code

After the accommodation is assigned, the front office staff gives away the keys or the
computerized secret code keys for accessing the accommodation.
It is a general practice to not to speak anything about the room number or the computerized key
loudly while giving it to the guest. The bell attendant then assists the guest with luggage handling
to the accommodation and explaining the accommodation features. The attendant then gives the
keys to the guest, greets for best stay, and leaves the accommodation by closing the door.

Handling Special Requests

If the guest is not satisfied with the accommodation for any unsatisfactory or unpleasant reasons,
the bell attendant can bring this to the notice of the front desk staff. In addition, if the guest has
special requirements such as a cradle for a baby or hot water bag or a shaving kit and alike, the
front office staff is obliged to fulfil the request on time.
 Front Office Management - Accounting
Accounting section of any business or organization tracks, records, and manages the financial
transactions of the business with its customers and clients. The accounting department handles
the financial health and tracks the performance of any business directly. It is helpful for the
management to take appropriate decisions.
When it comes to a hotel business, accounting is managing expenses and revenue. It provides a
clear information to the guests thereby avoiding any unpleasant surprises to the guests. Let us
know more about the accounts section of front office.

What is Front Office Accounting?

It is a systematic process in which the front office accounting staff identifies, records, measures,
classifies, verifies, summarizes, interprets, organizes, and communicates financial information
for a hotel business.
In the simplest form, a front office account resembles English alphabet ‘Block-T’.
Account Name

Charges Payments

In the domain of front office accounting, the charges are entered on the left side of the ‘T’. They
increase the account balance. The payments are entered on the right side of the ‘T’. They decrease
the account balance.
Basic Front Office Accounting Formula
Net Outstanding Balance = Previous Balance + Debit – Credit
Where debit increases the outstanding balance and credit decreases it.
Most of the contemporary hotel businesses employ automated accounting system.
Objectives of Front Office Accounting System
The objectives of accounting system are −

• To handle transactions between the guests and the hotel accurately.

• To track the transactions throughout the guest’s occupancy.
• To monitor the guest’s credit limit.
• To avoid possibility of any fraud.
• To organize and report the transactional information.
Types of Accounts
There are following typical accounts in hotel business dealing with customers −
 • Guest Account
• Non-guest or City Account
• Management Account
Difference Between Guest and City Account
Here are some prominent differences between a guest and a city account −
Guest Account City Account

It is the record of It is the record of

financial financial transactions
transactions between the non-guests
between the guests and the hotel.
and the hotel.

It is created at the It is created when a guest

time of reservation fails to settle the bill
or registration. completely at the time of
check-out.

It is maintained by It is maintained by the

the front office Accounts section in back
completely. office.

It records all It records financial dues

financial not paid or partially paid

transactions of a by the guests at the time

guest from checkin of check-out from the
till check-out. front office to the back
office.

Guest account is City account is compiled

compiled on a daily on a monthly basis.
basis.

Management Account
Some hotels allow the managers to entertain the guests’ queries or grievances, or any possibility
of acquiring a business deal over a brief interaction with the guests. For example, if a guest has
some problem about the hotel policy, the manager calls the guest for interaction over a coffee or
a drink and tries to resolve the same. The expenses towards this interaction are then recorded on
the management account.

Folios and Types

A folio is a statement of all transaction that has taken place in a single account.
The front office staff records all the transactions between the guest and the hotel on the folio. The
folio is opened with zero initial balance. The balance in the folio then increases or decreases
depending upon the transactions. At the time of check-out, the folio balance must return to zero
on settlement of payment.
Types of Folios
There are following major types of folios −
• Guest − Assigned to charge for individual guests.
• Master − Assigned charge for group/organization.
• Non-guest − Assigned for non-resident guest.
• Employee − Assigned for hotel employee to charge against coffee shop privileges.

Postings and Types

The process of recording the entries on the folio is called ‘Posting’ of transactions. There are two
basic types of postings −
• Credit − They reduce the guest’s outstanding balance. These entries include complete or
partial payment, or adjustments against tokens.
• Debit − They increase the outstanding balance in the guest account. Debit entries include
charges under restaurant, room-service, health center/spa, laundry, telephone, and
transportation.
Vouchers and Types
Vouchers are detailed documentary evidences for a transaction. It transfers the transaction from
its source to the front office. Vouchers are used to notify the front office about guest’s purchases
or availing of any service at the hotel.
The following typical vouchers are used in the hotel −

• Cash Receipt Voucher

• Commission Voucher
• Charge Voucher
• Petty Cash Voucher
• Allowance Voucher
• Miscellaneous Charge Order (MCO)
 • Paid-out Voucher (VPO)
• Transfer voucher
Here are some typical vouchers.
Petty Cash Voucher

Payment Voucher
Ledger and Types
The ledgers are a group of accounts. There are two ledgers the front office handles −
• Guest ledger − A set of all guest accounts currently residing in the hotel.
• Non-guest ledger − A set of all unsettled, departed guest accounts.
There are two other types of ledgers used in the hotel. Both types of ledgers are used by back
office accounting section as given −
• Receivable ledger − The back office accounting staff mails the bills and statements to the
guests after their departure without settling the bills and ensures the payments for services
provided.
• Payable ledger − The staff handles amounts of money paid in advance on behalf of the
guest to the hotel for future consumption of goods and services.

Account Settlements
There are various issues regarding account settlement −
Orientation of Account Settlement
By Guest − The guest settles own account by cash/credit card/cheque.
By Organization − The organization settles guest account by transferring money to the hotel
account.
Methods of Account Settlement
There are following popular methods of account settlement −
Account Settlement in Local Currency − A guest can pay in terms of a local currency where
the payment is not chargeable with conversion fees.
Account Settlement in Foreign Currency − If the guest prefers to pay in foreign currency, the
service of payment by the bank is chargeable for around 3% to 6% of the total payable amount.
Account Settlement Using Traveler Check − Travelers’ cheques, the pre-printed cheques in the
denominations of major world currencies are a good option to paying by cash.
Debit Card − Use of magnetic cards for payment against account is most common today. Paying
by debit cards is as good as paying by cash as the amount of money is instantly transferred from
the guest’s bank account into the hotel’s bank account.
In case of credit card settlement, the accounting staff mails the charge vouchers signed by guests
to the credit card company; preferably within a specified time. The credit card company then
settles the guest account by transferring money against it.
Credit Settlement by Organization − Many national, international, private, or public
organizations send their employees or students for attending workshops, seminar, or meetings.
Such organizations tie-up with the hotel for paying the bills of their employees on credit. The
organizations reserve accommodations depending on the number of room nights (number of
rooms × number of nights the representatives are expected to occupy). This is popularly known
as account Settlement using Direct Billing.
In direct billing account settlement, the front office staff verifies guest folios and transfers the
guest account to non-guest or city account. The hotel’s back-office accounting verifies the guest
folios and is responsible to collect the direct billing amount from a direct billing agency such as
embassy, university, or organizations.
The accounting section also notifies the guests that if the direct billing agency fails or refuses to
pay the charges then the guests need to settle the account by paying them from their pocket.
Combined Account Settlement − A guest can settle account by paying partial amount in cash
and remaining amount on credit. The front office staff needs to prepare the supporting document
for such kind of payment and hands it over to the back-office accounts.

Front Office Management - Communication

Healthy communication in the organization fosters mutual trust and sense of cooperation among
the staff members and the guests as well as between the staff members and the management body.
Front office communication with other departments can make or break the guests’ stay at the
hotel.
As the front office is responsible to sell the hotel accommodations, it is a major driving force for
generating revenue. Hence, communication within and out of front office department needs to be
vibrant and positive.

Importance of Front Office Communication

Front office department is responsible for communicating with all other departments in the hotel
as well as different sections within the department. To get the front office and back office jobs
done successfully, the front office staff members need to communicate with their peers as well as
the colleagues and subordinates.
Within the department, the staff of front office communicate with each other to provide the best
possible guest services such as reserving accommodations, registering guests, managing guest
accounts, handling guest mails, and personalized guest services.
Interdepartmental Communication
Front office interacts with various departments since the guest inquire about reservation through
the entire guest cycle up to the guest’s departure.
Here is how front office needs to communicate with the other departments −
• Communication with Human Resource − Front Office department is engaged with the
HR department to interview, help shortlist them, and select the most eligible employees.
It also contacts the HR department for employee training and induction programs, salaries,
leaves, dues, and appraisals.
• Communication with Accounts − As front office department handles guest accounts with
a complete responsibility, the staff needs to often interact with the back-office accounting
colleagues regarding payment settlements or dues of guests or non-guests, discount offers,
and coupons settlement. It also needs to sort out and get actual status of night auditing with
accounts.
• Communication with Food and Beverage Department − Since front office department
is the one where the guests speak about their food and beverage requirements during
reservation, the front office needs to communicate with the food and beverage sections
frequently.
o It also keeps the track of guest’s purchases from the restaurant, the bar, or coffee
shops in the hotel.
o It conveys special requests of the guest regarding food and beverage to the F&B
department. o It deals, accepts, and reserves banquet inquiries and coordinates
them with the respective departments.
• Communication with Marketing and Sales Department − Sales and Marketing
department highly relies upon front office inputs about the guests. The guest history
compiled by the front office department is an excellent source for segmenting the
customers, prepare customer-oriented packages, and plan and execute the campaigns.
The front office staff contacts marketing and sales department in case there is a need to
prepare electronic marquees or message boards for promotions.
• Communication with Housekeeping − The front office staff needs to interact with the
housekeeping department on the concerns such as − o Readiness of vacated
accommodation for selling.
o Security of the accommodation. o Guest’s complaints and requirements about any
amenities is initiated at the front desk.
o Guest’s requirement of removing soiled dishes or linen from the accommodation.
o In addition, the housekeeping department relies upon front office staff for the
number of accommodations sold, departures, walk-ins, stay-over guests, and
noshows. Timely distribution of the accommodation sales helps the housekeeping
manager to plan employee personal leaves and vacations.
 • Communication with Banqueting − The front office and banqueting department needs
to interact with each other on the concerns such as − o Expected number of guests to attend
the banquet. o Showing directions of the venue to the unfamiliar banquet guests.
o Posting of daily messages on felt board regarding venue, occasion, hosts and
guests.
o Settling of the city account against the banquet service for the guest.

Switchboard Operators
A vital link between the prospective guests and the hotel itself is switchboard operator who
represents the hotel. When the customers call the hotel, the call first arrives at the switchboard
operator.
Using knowledge of the portfolio, tone of speaking, and the command over language the
switchboard operator can handle the influx of the calls. The operator represents the competency
of the hotel in the market while speaking with the customers. Generally, the switchboard operator
greets the guests and transfers their call to appropriate department.

There are two schools of thoughts regarding the area where a switchboard operator should work.
Some experts say that they should be visible and some expert advice to assign a separate aloof
place for them in the hotel. Today, the task of a switchboard operator for transferring the incoming
calls to various departments is computerized and requires less human involvement.
The switchboard operators are informed not to transfer any call to the executive chef or to the
banquet manager during busy work hours. Hence, the operator needs to take the message
accurately and pass them on to the respective persons on time.

Do's and Don'ts of Hotel Communication

Communication necessarily is about verbal language as well as body language. Here are some
common Do’s and Don’ts the front office staff follows while communicating −
Do’s of Hotel Communication
 • Always present yourself with a warm smile.
• Always stand and walk erect which reflects your confidence.
• Get hold on to your domain subject. Try to know more about your portfolio. This saves
you from the embarrassing situations when you are expected to answer the guests.
• Before you start speaking, find out important points about the issue.
• Speak in audible voice.
• Use simple and correct language.
• Use a language that can be understood by everyone.
• If you need to talk to your colleague in the presence of guest, talk in a standard language
of communication.
• Speak only if it is going to be useful to the guests and colleagues. Always speak by
maintaining eye contact with the listener.
• In case your conversation is interrupted, continue it with a short recap of what has been
already discussed.
• While you listen, always pay undivided attention to the speaker. Communicate to
understand; not to react.
• If the guest asks you to arrange for too many things, then repeat them for confirming.
• Ask politely if you have missed to hear any point the guest or the colleague is putting
forward.
Don’ts of Hotel Communication
• Do not use jargon or words such as “hmm-hmm”, “yep”, and alike. Instead, use “perfect”,
“absolutely”, and similar words.
• Do not speak too fast, too slow, or in too low or high voice.
• Do not interrupt the speaker.
• Do not speak with the colleagues, if it is not related to the business during working hours.
• Do not speak under assumptions.
• Do not hastily arrive at the conclusion unless you know.
• Do not run around the area of work.
• Do not appear harsh with your subordinates.
• Do not appear untidy on work.
Essential Attributes of Front Office Staff
Front office communication not only includes verbal or textual communication but also body
language of the staff.
Following are some essential attributes the front office staff must have −

• Pleasant, sturdy, and agile personality

• High sense of good conduct and hygiene
• Ability to solve problems and decide quickly
• Salesmanship
• Integrity
• Punctuality
• Knowledge of etiquettes, and manners
• Command over language
• Confident yet polite nature
• Capacity to tackle situations of emergency
• Integrity and honesty

Front Office Management - Night Audit

Auditing is nothing but conducting financial inspection of the organization. For a hotel business,
the finance management starts at the front office. Accurate posting of transactions on the guest
folios start at the front office, which is further carried to the back-office accounting department.
The guest accounts are counterchecked on a daily basis during auditing.
Experts recommend the hotel management team to go through the night audit reports daily to get
an insight of the hotel occupancy and finances.
Let us see what night auditing is and details about the same.
What is Night Audit?
It is the process of auditing where the night auditor reviews all financial activities of the hotel that
has taken place in one day.

The auditing process for the day is generally conducted at the end of the day during the following
night, hence the name ‘Night Audit’. It can be performed by the conventional method of using
papers, receipts, vouchers, coupons, and files. But performing audit using modern PMS systems
is easy, fast, and efficient.
Basic Activities During Night Audit
The night auditor performs the following steps during night audit activity −

• Posting accommodation and tax charg

• Accumulating guest service charges and payments
• Settling financial activities of various departments
• Settling the account receivables
• Running the trial balance for the day
• Preparing the night audit report
The Need for Night Audit
The objective of night audit is to evaluate the hotel’s financial activities. Night audit not only
reviews guest accounts by checking credits and debits but also tracks the credit limits of the guests
and tallies projected and actual sales from various departments. Night audit reviews daily cash
flow into and out of the hotel’s account.
Night audit has a large significance in hotel business operations. The management body refers
night audit report to plan future goals and control the expenses. The managers can react
immediately on the acquired information.

Responsibilities of a Night Auditor

Apart from the basic audit activities listed above, the night auditor carries out the following
responsibilities −

• Taking over from the last shift.

• Checking-in or checking-out the guests after 11:00 pm at night.
• Registering the guests.
• Allocating accommodations to the newly checked-in guests.
• Settling transactions in the newly created guest accounts.
• Verifying guest folios.
• Verifying room status report.
• Balancing all paperwork with the accounts in the PMS.
• Remaining liable for security of the premises.
• Handling guest accommodation keys.
• Taking backup of the PMS generated reports.
• Preparing lists of expected guest arrivals for the next day.
• Closing financial activities for a day.
• Starting financial activities for the next day.
• Receiving and recording bank deposits.
Types of Night Audit Reports
Today, the PMS helps night auditors to a great extent in auditing and generating accurate reports.
Here are some typical reports generated during night audit −
• Night Audit Accommodation Report − It gives a snapshot of the days when
accommodations are occupied, the days when the accommodations are available, checkins,
check-outs, no-shows, and cancellations. This report can show further details for any of the
items listed above.
• Night Audit Counter Report − It gives details on cash and credit card receipts and
withdrawals.
• Night Audit Revenue Report − It delivers information on accommodation revenue,
cancellation and no show revenue, and other POS revenue. Revenue generated through
various agencies and bodies such as travel agents, corporate organizations, internet
booking. etc., is also listed in this report.
 Night Audit Tax Report − Contains all the tax information on reservation revenue and
other POS revenues such as VAT, luxury tax, and service tax.
• Cashier’s report − It is the detailed list of cashier activity of cash influx and out flux,
credit cards, and PMS totals. Cashier’s report is very important part of the financial control
system of a hotel. The front office manager reviews the night audit and looks for any
divergences between the actual amount received and the PMS total.
• Manager’s Report − It is a statistical list of previous day’s occupancy. It includes details
about available accommodations, occupied accommodations, sold and vacated
accommodations, rack-rate, number of guests in the hotel, number of no-shows, and so on.
• General Manager’s Report − Each department in the hotel is required to send daily sales
report to the front office. Using their information, a departmental total report is generated
for the general manager’s assessment. The General Manager determines the
profitgenerating departments and evaluates the success of sales and marketing.
• High Balance Report − This is a detailed report about the guests who have exceeded the
credit limit set by the hotel management.
• Ledger Balance Summary Report − It displays the opening and closing balances for the
Advance Deposit Ledger, Guest Ledger, and City Ledger.
• Room Rate Audit Report − It lists all rates that are applied to each guest and the
difference from the rack rate with the predetermined rack code.

Balancing Night Reports

Here are some formulae used to balance night audit −
Formula for Balancing Bank Deposit
The formula for balancing bank deposit is −
Total Bank Deposits
- Total Cash Sales
- Credit card received A/R
– Cash received A/R
= 0
Formula for Balancing Guest Ledger
The formula for balancing guest ledger is −
Total Revenue
- Paid-outs and non-collect sales
= Daily revenue
- Total cash income
- Today’s outstanding A/R income
= 0
Formula for Balancing City Ledger
 •

The formula for balancing city ledger is −

Yesterday's outstanding A/R
+ Today's outstanding A/R income
= Total outstanding A/R
- Credit card received and applied to A/R
– Cash received and applied to A/R
= balance of A/R
Front Office Management - SOPs
In any business organization, common procedures occur in sequence. They are linear. In addition,
some procedures also repeat over a time. The organization needs to find out such linear and
repeating procedures to compile them into sets of Standard Operating Procedures (SOPs).
These procedures when compiled step by step, can prove to be an excellent learning material for
training the newly joined staff in a short period of time.
Let us learn about a few SOPs followed in the front office department.

SOP for Handling Guest Luggage

This is a procedure followed by the bell desk staff at the time of the guest’s arrival and departure.
It goes as follows −
Handling Luggage on Guest Arrival

• As a bellboy look for the new arrival of guest.

• The guest vehicle stops at the hotel entrance.
• Go ahead and open the vehicle door.
• Greet the guest as, "Welcome to (hotel_name), I am (own_name). Do you need any help with
your luggage?"
• Help the elderly/disables guests to get out of the vehicle if required.
• Take the luggage in charge and ensure that nothing is left in the vehicle.
• Ask the guest’s name politely as, "May I know your name Sir/Madam?"
• Tag the luggage with the guest name.
• Ask if anything fragile or perishable is in the luggage.
• Add this information on the luggage tag.
• Inform the guest that their luggage is with you.
• Escort the guest to the hotel reception.
• Inform the guest that you will be taking care of their luggage.
• With the other front office staff, find out the accommodation number allotted to the guest.
• Write the accommodation number on the luggage tag.
• Confirm if the guest registration formality is complete.
• If the room is ready, take the luggage to the room by the staff elevator.
 • Place the luggage on the luggage rack.
• If the room is not ready, then take the luggage to the store room.
Record the luggage details into the Daily Luggage Register.

Handling Luggage on Guest Departure

• Inform the guest that you are going to guest’s accommodation to collect the luggage.
• Have an informal conversation with the guest as, "Mr./Ms. (Guest_Name), I hope you
enjoyed your stay with us. Do you need an airport transport?"
• Collect the luggage from the guest room.
• If the guest needs to store the luggage for long term, tag the luggage with the guest name,
accommodation number, date and time of collection, contact number, and receive the
guest’s signature on long-term luggage request form.
• Ensure with the guest that nothing perishable is there in the luggage.
• Store the luggage on the designated departure area.
• If the guest is leaving the hotel immediately after check-out, then bring the luggage to the
lobby.
• If a transport vehicle is ready to go then place the luggage in the vehicle.
• Request the guest to verify the loaded luggage.
• Update the departure luggage movement on the Daily Luggage movement register.
 •

SOP for Handling Reservation Request

The SOP goes as follows −
• Pick up the incoming call in three rings.
• Greet the guest in the audible voice, introduce yourself, and ask how you can help the
guest as, “Good (morning/evening), this is Mr./Ms. own_name, how may I help you?”
• Wait for the guest to respond.
• The guests say that he/she needs an accommodation in your hotel.
• Tell the guest that it’s your pleasure.
• Take a new reservation form.
• Inform the guest about the types of accommodations in your hotel and their respective
charges.
• Ask for the guest’s name, contact number, and type of accommodation the guest wants.
• Ask for the guest’s dates of arrival and departure.
• Check for availability of the accommodation during those dates.
• Briefly describe the amenities the hotel provides to its guests.
• If the accommodation is available, inform the guest.
• If exactly the same kind of accommodation is not available, ask the guest if he/she would
care for another type of accommodation.
• Note down the guest’s requirements related to the accommodation.
• Ask the guest if an airport pickup/drop service is required.
• Ask how the guest would settle the bill: by cash, credit, or direct billing.
• If the guest prefers by cash or by card, then insist to pay the part of cash in advance against
booking charges or credit card details of the guest.
• Inform about reservation with the guest name, contact number, accommodation type
required, payment method, and confirmation number.
• Conclude the conversation as, “Thank you for calling hotel_name, have a nice day!”

SOP for Guest Check-in

The SOP goes as follows −

• Upon the guest’s arrival, greet the guest.

• Ask the guest for his/her name politely.
• Search the reservation record in the PMS.
• Generate and print a registration card.
 • Handover a GRC to the guest for verifying printed details.
Request the guest to show the ID card from an authorized institute.
• Request to show passport and visa in case of foreigner guest.
• Request the guest to fill in the following details on the GRC − o Salutation o Designation o
Organization o Business or Residence Address with City and ZIP Code o Purpose of Visit o Contact
Number in case of Emergency o Passport Details o Visa Details
• Inform the guest about any early/late check-out policies.
• Request the guest to sign on the GRC.
• Counter-sign the GRC.
• Update the details on the guest record.
• Create a guest account.
• Prepare copies of driving license/passport and visa.
• Attach them to the GRC and file the entire set. SOP for Handling Wake up Calls
There are manual and automatic wakeup calls.
Handling Wakeup Call Manually
• The guest can request for a wakeup call at the front office directly or by calling from his/her
own accommodation.
• Ask the guest for a wake-up time and any immediate special request after getting up.
• Open the Wakeup Call Register and enter the following information − o Salutation o Guest
Name o Accommodation number o Wakeup date o Wakeup time o Any Special immediate
request such as tea/coffee, etc.
• Conclude the conversation by greeting the guest again.
• Pass the special request for tea/coffee to the room service staff.
• At the time of wakeup call, follow the given steps −
o Confirm the current time.
o Call the guest’s accommodation number on telephone.
o Greet the guest as per the time and inform about the current time and the progress
on guest’s special request.
Handling Wakeup Call Automatically
Most hotels facilitate their guests to set automatic wakeup call using their phones or televisions.
The housekeeper must ensure that the printed instructions about setting an automatic call are kept
handy and visible.
 •

The guest can set automatic call which is notified at the PBX system and the PMS system. Even
if the guest has set up an automatic call, it is the responsibility of the front office staff to give a
manual wakeup call to the guest to avoid any chances of inconvenience.

SOP for Guest Check-out

The process of checking out generally is initiated by the guest. The guest calls up front office and
asks to keep the bill ready.

• The guest arrives at the front desk.

• Greet the guest.
• Print a copy of guest folio.
• Hand it over to the guest for verification.
• If there is any discrepancy, assure the guest about its solving.
• Resolve the discrepancy immediately.
• Apologize to the guest for inconvenience.
• From the guest database, ensure the guest’s preference of payment method. Recite it to the
guest.
• Settle the guest account.
• Print the receipt and give it to the guest.
• Ask the guest if he/she needs any assistance for luggage.
• Ask the guest if the transport facility to the airport is required.
• Greet the guest for giving an opportunity to serve as, “Hope you enjoyed your stay with us.
Thank you. Good (morning/afternoon/night).
SOP for Processing Cancellation Requests
The guests initiate the cancellation of the reserved accommodation. The SOP goes as −
• Request for the guest’s full name and reservation number.
• Search the guest database for the given name and reservation number.
• Recite the guest name, accommodation details and the date of reservation.
• Ask the guest if he/she would like to postpone it.
Request the guest for reason behind cancellation.
• Record the reason in the PMS.
• If the cancellation is being done by a person other than the guest, record the person’s
name, contact number, and relation with the guest for information.
• Inform the caller about any cancellation charges applicable according to the hotel
policies.
• Cancel the reservation in the PMS.
 • Inform the guest about e-mail for cancellation charges. Send the cancellation charges plus
cancellation number to the guest by e-mail.

SOP for Controlling Guest Room Keys

The front office staff needs to manage at least two sets of the keys. The number of sets may vary
according to the guest policy. Accommodation numbers are not written on the keys, which creates
problems when the keys are misplaced within or around the premises.
Giving Accommodation Key to the Guest
• Request for the guest’s last name and accommodation number.
• Check the information told by the guest against the one recorded in PMS.
• If there is any deviation, request the guest to provide photo ID card.
• Do not give away the accommodation key without proper authentication.
• If the doubt about the guest arises and the guest refuses to cooperate, then inform the front
office manager immediately.
• If any other superior front office staff member recognizes the guest, then you can give
away the duplicate key.
• If the guest has lost the key and needs a new one, then ascertain that the guest has lost it.
• In the above case, program a new key with the same code.
• Present the newly created key to the guest.
• You must not issue accommodation keys to any person that claims to be sent by the guest
for getting the keys. Yet, you can give them to a non-guest, if the guest has sent the person
with a written authority letter addressed to the front office team. In such case, confirm by
calling the guest and accompany the non-guest to the accommodation.
 •

Giving Occupied Accommodation’s Key to Staff

The authorized staff on duty is allowed to access the occupied guest accommodation for the
purpose of professional work.
For example, the keys can be given for preparing vacated accommodation, laundry staff, minibar
staff, and bell-boy to take out the guest luggage.

SOP for Turning Away Reservation Request

One thing for sure, always try to solve the guest’s accommodation problem as far as possible. Try
selling hotel service by giving options than plainly denying to what the guest wants.
There are a number of reasons why a reservation staff needs to turn down the reservation request.
These are few important ones −

• The hotel is fully booked during busy seasons.

• Guest is not interested to reserve after knowing rates.
• The type of accommodation the guest desires is not available. This is how you turn down a

reservation gracefully −
• When the guest calls to enquire, answer the call as, “Good (morning, evening), this is
own_name from reservations. How may I help you?”
• The guest says he/she would like to reserve an accommodation.
• Reply as, “Certainly (Sir/Madam). May I request you for your name, mobile number and
email ID please?”
 • The guest tells the same.
Further ask, “And your company/travel agency name is?”
• The guest replies, “I am from (Company/TA name)”.
• Ask the guest about check-in and check-out dates required for reservation.
• Request the guest to hold the line till you search for availability of the desired
accommodation.
• Inform the guest approximately how much time you would take to find out.
• Put the call on hold and check availability.
• Convey the non-availability of the desired type of accommodation to the guest politely
as, “Sorry sir/madam, “(all the accommodations are occupied/the desired type of
accommodation is not available)”.
• Suggest the guest about a nearby sister-concern hotel, if any.
• Suggest the guest to take other similar kind of accommodation by describing its
amenities.
• If the guest doesn’t agree to it, turn away politely as, “Sorry sir, then we don’t have any
other available accommodation.”

• Record the guest data in the PMS along with the ‘Turn away’ reason. Information
System
Hotel business is of a kind that needs to provide a myriad range of services to its guests such as
food, accommodation, transport, recreational services, and so on. Since the front office
contributes major portion in coordinating the services requested by the guests, it needs a system
that can help the front office staff to sell services and track them seamlessly and simultaneously.
The front office information system includes mainly the property management system. Let us see,
what PMS is and how useful it is for handling hotel management functions smoothly.

What is a Property Management System?

A Property Management System (PMS) is a software system employed to handle basic objectives
of all the departments in the hotel business and coordinate functions between them for optimum
business outcomes.

Why is PMS Required?

A PMS is required for the hotel staff for the following reasons − • It
integrates all critical operations of the hotel on one platform.
• It provides real-time information on accommodations, reservations, restaurants, spas, bars,
and about every working arm of the hotel.
 •

• It provides highly accurate information which is helpful for the management to plan new
goals and handle the investments in a better way.
• It boosts the efficiency of the front office staff and in turn maximizes the performance of
the hotel business.
• It simplifies the time-taking or complex operations otherwise done manually.
• It works for the convenience of the hotel staff, managing body, as well as the guests.

Types of PMS
There are two basic types of PMS −
• Local PMS − They have large technical requirements such as workstation,
Computer/workstation, Data server, Terminal servers, Operating system, Network cards,
and Removable back-up systems.
• Cloud-based PMS − They mainly need computers/workstation and Internet connection.
Difference between Local and Cloud-based PMS
Local PMS Cloud-based
PMS

Owner needs to
purchase the Owner needs to
Availing PMS hardware take
the and software. subscription
PMS from a PMS
vendor.

Yes, a reliable
Requirement high speed
of Internet No connection
Connection is
mandatory.
 PMS software
and data reside PMS software
on a server to and data reside
which multiple on a shared
terminals are server at the
connected. PMS vendor’s
data center.
System and The PMS is
Access accessed from a Users access
program the system
installed through a Web
on each browser from
terminal. anywhere,
anytime.
Requirement of
On-site IT Yes No
expertise

Less costs of
hardware or
IT.
No technical and
data
security
responsibility on
owner.
Does not rely on Affordable
an Internet subscription
connection. pricing.
Reduces concerns Simple, quick
about online data set-up.
Advantages security.
Easy access
Robust from anywhere,
functionality for anytime.
vast amount of Automatic data
data. back-up.
Integrated
Web bookings.
Free system
upgrades.
Scalable
and
adaptable.

Requires
complex and Not suitable for
expensive properties
Disadvantages hardware. without a
Unreachable reliable Internet
from remote connection.
areas.
 Expensive and High concerns
complicated to over online
maintain and security.
upgrade.
Timeconsuming,
software
installation and
training.
Additional costs
and hardware
needed for
enabling web-
based features
Responsibility
of system and
data security is
owner’s
headache.
On-site IT
expertise is
required.

Mark on It is a traditional
Timeline solution. It is a
contemporary
solution.

Operational
Capital
expenses
expenditure and
for
operational
expenditure renewing
both; for subscription.
Pricing hardware,
software and its
updates, and IT
expert’s
charges.

Popular Property Management Systems

Some popular PMS: Autoclerk, Skyware MSICloud, CloudPM, eZee Frontdesk, Hotelogix,
Hetello, Hoteliga, OpenHotel, OPERA PMS, are to name a few.
Common Software Options in a PMS
A PMS takes care of each department in the hotel. These are the commonly available features
among PMS −
PMS Features for Front desk

• Reservation
• Registration
• Accommodation status
• Guest and non-guest accounts
• Cash handling
• Night auditing
• Reports

PMS for Sales and Marketing

• Guest database for market segmentation

• Guest history
• Yield management
• Travel agents information as clients
• Reports for goals
• Performance evaluation by comparative analysis
PMS for Housekeeping

• Lost and found

• Accommodation status
• Laundry charges
PMS for Food and Beverage

• POS sales
• Material inventory
• Periodic sales reports
• Standard recipes
PMS for HRM Department

Individual staff member’s records regarding shifts, attendance, and appraisals. PMS
for Accounts

• Account payables and receivables

• Payroll
• Balance sheet
• Profit/Loss reports
PMS for Communication
Outgoing and incoming call records with date, time, place, duration, and charges.

Concerns in Selection of Appropriate PMS

The following concerns are considered while selecting an appropriate PMS −
Property and Business Domain Concerns

• Size of the property: The number of accommodations

• Number of locations
• Number of employees
• Property service policies
• Budget for technical resources and training
• Nearest future growth PMS Domain Concerns

• User-friendly design that fosters intuitive navigation through logical order of tasks.
• Training expertise and time period required to train the staff.
• Hotel’s online presence.
• Guest-oriented functionality.
• Scan

 Scope In Front-end Office!

A Front Office Manager is a person who is responsible

for making supervisory decisions regarding the front
desk / reception of a hotel or hospitality establishment.
Front Office Managers ensure that guests have a pleasant
experience while checking into a hotel. They are
responsible for providing instructions to the front desk
staff, making sure that a proper account is being
maintained of the reservations and taking care of any
problems faced by aguest. Since the first interaction of a
guest in a hotel is at the front office,
the job of Front Office Manager becomes vital in
establishing a cordialrelationship and making a good
first impression on the guest.
Besides the operational responsibilities, Front Office
Managers are also responsible for maintaining a good
level of occupancy ina hotel. Hence, they make also be
required to make sales pitches and their inputs may also
be required in the hotel's marketing activities. Theyhave
to come up with sales projectionsand maintain
availability accordingly.
They are also required to maintain good customer
relationship and engagement to increase repeat visitsand
entertain any follow-ups from theguests regarding
reservations.
Job Responsibilities of a Front OfficeManager
Given below are some of the dutiesand
responsibilities that a Front Office Manager has to
fulfil.
Ensure that the proper standards of services,
housekeeping and decorationare met.
Oversee the hiring and training offront office staff
Perform regular inspections of guest rooms, lobbies
and other public areas for cleanliness and proper
upkeep.
Inquire about the overall experience of the guest,
resolve any problems ofconflicts and ensure a cordial
relationship is maintained.
Take key decisions on room rates, budget allocation,
sales targets etc.
Eligibility to become Front OfficeManager
Companies usually specify the followingrequirements for
candidates applying for Front Office Manager positions.
Education
The typical requirement for a FrontOffice Manager is
a relevant bachelor's degree course.
Additionally, students can also take upcertification
courses to grow in the field of Front Office
Management.
MBA degree courses are also great for learning the
requisite skills to become a Front Office Manager. Work
Experience Varying levels of work experience are
required, depending on the hiring organisation.
Generally, 3 to 5 years of experience are sufficientfor the
role. More reputed organisations may require 8+ years
ofexperience.
Skills
A Front Office Manager must havethe following
skills.
Pleasant personality. Excellent
communication skills.
Good grooming and dresing skills.Out of the
box thinking.

Front Office Executive etc.

Employment Sector/Industry forFront Office
Manager A Front Office Manager is an
important person for any hotelindustry since
it is he/she whooversees the popularity and
growth of a hotel. Hence, the vacancy for a
Front Office Manager can be found in almost
every hotel, from smallestablishments to large
 chains. As the tourism industry expands to
new horizons and there is a demand for
tourism lodgings innew cities, the career
scope for a Front Office Manager increases
further.
Front Office Manager is a job positionthat can be found
in almost any country around the world. Plus, the jobis
available in almost all major touristcities and even in
small cities that have modest traveller accommodations.
Given below are the common areas of employment for
Front Office Managers.

 Front -Office Manager!

Hypothesis-Pros&Cons
1. Notional superiority:

Amongst the four core areas of thehotel viz. food

production, food and
beverage service, housekeeping and front office, the latter
is considered tobe a white-collar job.
2. Less manual work:

As compared to other departments, manual work in

front office js just peanuts(coming from a guy who has
worked in all the four departments). Mental stress
might leave your brainnumb at the end of the shift
though

3. Authority.

A duty manager is responsible for the hotel operations at

any given point of time. Any action to be taken in the
hotel with respect to a guest is takenonly after consulting
the duty manager.
4. Career growth.
I may be partially wrong with this one, but as per my
experience, front office associates get promoted quickly
as compared to their counterparts in other departments,
ofcourse after taking their performance into
consideration.

5. Less working hours.

A normal front office shift is of 9 hours. Though it may

get extended due to high work load as it often happens
in the hotels, it almost nevergoes beyond 11 hours as in
the case ofother departments.
Along with the pros, there is a plethora of cons to be
discussed butlets save that for sometimes later
The Pros and Cons of Front -Office!
Waiting tables is a very popular job as it’s easy to get into and can often be pretty flexible. It is an ideal role for
people looking for weekend or evening work, but there are plenty of full-time positions available also. Here’s a
list of the pros and cons of working front of house:
Pros:
Fast-Paced Work
Waiting tables is a busy job as it keeps you moving and occupied at all times. Even when it’s quiet in the
restaurant, there will always be extra tasks to keep you busy.
Flexible
Working in restaurants can provide flexible work for most people which makes it great for those who are
particularly looking for evening or weekend work. It also means it can fit around you and any other
responsibilities you may have to fulfil.
Tips
You will receive tips on top of your wages which is a nice little boost and will reflect on your good work.
Learn Transferable Skills
There are so many transferable skills that you can learn when working front of house, such as
organisation, communication, and money-handling. Learn to Work Under Pressure
When it’s busy in the restaurant, you will experience working under pressure. This can happen quite often so
you may get rather good at it! Every Day is Different
No two days are the same when waiting tables. You will meet new customers every day and you will learn a
lot about how to interact with people. Remember to take each day as it comes!

Cons:
Stressful
Working in such a busy environment can be stressful for some people. Of course, the type of establishment
you work in will vary in work load and stress-level but this is something to bear in mind when applying for a
waiting job.
Long and Antisocial Hours
Very often, front of house staff will be working long and antisocial hours. When it’s busy, you may not get a
break for a long time and you may have to work late evenings, depending on the establishment.
Tips
Whilst we have listed tips as a pro, they also apply as a con. Sometimes customers don’t tip when they should
and you can feel disheartened by this. You may find yourself working even harder to try and bring in as many
tips as possible, and sometimes the tips you earn go into a pot that’s split between the whole restaurant
which can be frustrating also. Less Promotion Opportunities
In some cases, there aren’t many opportunities to advance in front of house work which is often why people
pick up a waiting job as a short-term or additional job.

Research Methodoly!
The front office staff interacts with all departments of the hotel, including marketing and sales,
housekeeping, food and beverage, banquet, controller, maintenance, security, and human resources.
These departments view the front office as a communication liaison in providing guest services. Each of
the departments has a unique communication link with the front office staff.
Marketing and Sales Department
• The marketing and sales department relies on the front office to provide data on guest
histories, details concerning each guest’s visit. Some of the information gathered is based
on zip code, frequency of visits, corporate affiliation, special needs, and reservations for
sleeping rooms.

• It is also the front office’s job to make a good first impression on the public, to relay
messages, and to meet the requests of guests who are using the hotel for meetings,
seminars, and banquets.

• The guest history is a valuable resource for marketing and sales, which uses the guest
registration information to target marketing campaigns, develop promotions, prepare
mailing labels, and select appropriate advertising media.
Housekeeping
• The housekeeping department prepares an occupancy report, which is sent to the front
office department where it is tallied with room status record of front desk.

• The housekeeping personnel should inform the front office about any unusual
circumstances that may indicate a violation of security for the hotel guest.

• Guest may request for additional or special amenities during their stay like blanket,
towel, soap, shampoo, etc. When such request is received at the front desk, they should
be immediately conveyed to the housekeeping department.

Food & Beverage Department

• The front office department informs about the arrival & departure of guest which helps
them to plan their work schedule and staff requirement.

• Setting up bars in VIP rooms, Special arrangements like cookies, fruit basket and
assorted dry fruits.

Finance Controller
The front desk provides a daily summary of the financial transaction after night auditing to the finance
controller. It helps in marketing budget and allocates resources for the current financial period.

Human Resources
The front desk informs the H.R department about its requirements of New Staff, Training
requirements for new staff and Refreshers training for the existing staff.

Banquets
Coordinates with banquet for putting information on bulletin and placing directional signals for
particular function. Receives the function prospectus so as to be updated what is going on in the
hotel.

Security
When a guest has security concern like fire, robbery, theft, and any other emergency, the front desk
should explain the emergency procedure to the guest while calling security personnel to resolve the
problem.

Engineering & maintenance

• For proper upkeep of the equipments and system installed in the hotel.

• Inform the maintenance about any repair work required in guest room
 Bibliography.
Source content :Setupmyhotel.
Com Www.Hospitalityschool.comHm.
Hub. Me Googlescholar
Indianhospitality.in Tutorial point. UK.
Com
  Conclusion
India is known for its hospitality
“Abhhi devo bhavoo” In our
country guest means God in our
culture It is important to have
social skills in the front office
work especially for the first
impression of the guest. Besides,
social skills not only meeting the
guest’s psychological needs but
also making them feel welcome.
Other than that, receptionist can
use these skills to calm down an
irritable guest, for awhile or just
to make the nervous one feel
welcome