COMPILED BY:

Aman Garg
BSC 2nd YEAR
NCHM:-1841218004
FRONT OFFICE
 INTRODUCTION
• Front Office deals in accommodating guests in the hotel and is a very
important department.

• It is a very important department. It is an essential department because

it deals with the allocation of rooms, which is a major income of the
hotel.

• The way in which a Receptionist deals with the guest has a direct
impact on the guest.

• Front-Office is one department which deals with guests directly.

• A receptionist, with his salesmanship can induce the guest to stay at

the hotel and in this way it increases the revenue of the hotel.
 DIFFERENT AREAS OF THE
FRONT-OFFICE
• Bell Desk.
• Reception.
• Front Office Cashier.
• The Business centre.
• Reservations.
• The Back-Office.
• The Lobby-Managers desk.
• The GREs desk.
• The Left Luggage Room.
 Health Club
Beauty Saloon Guest
Relations

Business
Center
Front Office Front Desk

Club
Intercontinental
Concierge
Guest Service
Center
 BUSINESS CENTER
24 HOURS OPERATION
SECRETERIAL SERVICES.
HIGH SPEED BROADBAND INTERNET
CONNECTIVITY.
PLUSH 14 SEATER MEETING ROOM
WELL EQUIPPED WITH ALL
CONFERENCE EQUIPMENTS.
 GUEST SERVICE CENTER
 COMMUNICATION CENTRE OF THE
HOTEL

 CALLS, MESSAGES, WAKE UP CALLS,

HOUSEKEEPING REQUESTS,
MAINTENANCE REQUESTS,INTERNET
SERVICE
 CONCIERGE
 CITY INFORMATION
 TRAVEL ARRANGEMENT’S
 THEATER, CINEMA, RESTAURANT
BOOKINGS
 CITY/OUTSTATION TOURS
 DOCTOR ON CALL
 CO-ORDINATION WITH THE MAIN PORCH
 BELL DESK

• The Bell Desk deals with guest requirements. The main

functions is to take up the luggage when the guest checks-
in.
• Also when the guest checks-out, the bell-boys carry the
luggage out of the room. The Bell Captains are in-charge
of attending to guest calls and requests.
• A variety of newspapers are stored at the Bell Desk and
they are also sent up to the rooms every morning at 4 A.M.

• The Bell Desk is in charge of storing guest packages in the

store-room.
• Luggage can also be stored on a temporary basis in the
luggage room. This service is complementary and free of
charge.
 RECEPTION

• This is the first section where the guest comes in contact with the hotel
employee.

• It is also located in the Front Office and it deals with some functions,
the main one being checking in or allotting rooms for individuals or
groups.

• When the guest arrives at the hotel, he first approaches the Reception
counter to give in his name if he has a reservation.

• If the guest has booked a card is printed and kept ready, with all the
details.
 RESERVATIONS

• The Reservations section in the Front Office is perhaps the centre for the hotel’s room sale division it
is this division, which deals with the guest at the time the hotel, receives a request from him for room
reservations.

• The department deals with the processing of all reservations and the outcome is the names of guest’s
who allotted accommodation on various dates.

• The Reservations is the back-bone of Front Office and is supported by Sales & Marketing
department for reservations.

• I learnt about the break-up of rooms into Single, Double, Twin and Suites. Then studied the tariffs
and rack-rates for rooms and charges levied on them.

• The reservations are dither taken through telephonic conversation or faxes received. The reservation
is entered into the computer and a confirmation letter is sent so as to ascertain any other
specifications like car pick-up.

• Then the reservation is reconfirmed either by telephone or by faxes and this is marked in folio with
an reservation ID number which the computer gives it.
LEISURE FACILITIES: