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  • Week0001 Front Office Lesson

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    The front office department plays a major role in guest service and establishing a good first impression. It is located in the main lobby and acts as the "face" of the hotel. Front office staff must have strong interpersonal and communication skills to interact with guests from around the world. Their main duties include assigning rooms, providing guest information, handling reservations, coordinating services, and maintaining guest accounts. The front office includes positions like the front desk, concierges, and those operating the private telephone network. The department's core responsibilities are creating guest records, managing accounts, coordinating services, marketing to guests, and ensuring guest satisfaction.

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    WEEK0001-FRONT-OFFICE-LESSON

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    The front office department plays a major role in guest service and establishing a good first impression. It is located in the main lobby and acts as the "face" of the hotel. Front office staff must have strong interpersonal and communication skills to interact with guests from around the world. Their main duties include assigning rooms, providing guest information, handling reservations, coordinating services, and maintaining guest accounts. The front office includes positions like the front desk, concierges, and those operating the private telephone network. The department's core responsibilities are creating guest records, managing accounts, coordinating services, marketing to guests, and ensuring guest satisfaction.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    2 views3 pages

    Week0001 Front Office Lesson

    Uploaded by

    kaevenlabalan03
    The front office department plays a major role in guest service and establishing a good first impression. It is located in the main lobby and acts as the "face" of the hotel. Front office staff must have strong interpersonal and communication skills to interact with guests from around the world. Their main duties include assigning rooms, providing guest information, handling reservations, coordinating services, and maintaining guest accounts. The front office includes positions like the front desk, concierges, and those operating the private telephone network. The department's core responsibilities are creating guest records, managing accounts, coordinating services, marketing to guests, and ensuring guest satisfaction.

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    © All Rights Reserved
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    SUBJECT: FRONT OFFICE SERVICES

    SEPTEMBER 4,2023

    TOPIC:
    Introduction to Front Office Services

    Key Concepts
    Front Office Department is part of the Rooms Division in a hotel. It plays a major role in the overall
    success of hospitality business in terms of providing good quality guest service. Rooms Division has
    the highest degree of guest contact among all the departments in a hotel. Therefore, this department
    plays a critical role in establishing the right impression and providing quality experience to hotel guests.

    Front Office is located at the main lobby of the hotel. This means that it is the face of the hotel or “showcase
    window” that reflects the image of the hotel. It is considered as the center or the backbone of the establishment
    as this is where all messages and information are communicated to various personnel in different departments.

    The guests’ primary impression of the hotel usually depends on the Front Office staff’s abilities and skills. As the
    hotel’s front liner, the jo of the Front Office staff requires good interpersonal and communication skills. Though
    the job is challenging, it offers the opportunity to work with flexible hours and meet various types of people
    from all over the world.

    Main duties and responsibilities of Front Office staff

    sell the rooms to walk -in guests

    reserve and assign rooms to the guets

    control room keys

    provide information to the guests about the hotel, facilities and places nearby

    prepare guest reservation card

    coordinate with other deprtments the provision of guest services

    prganize airport pick -up and see-off as well as luggage handling

    maintain guet accounts and ensure all bills are settled upon checkout
    Career Opportunities
    Positions available in the 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

    2|FrontOfficeServicesNCII

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