PENGENALAN FRONT

OFFICE DEPARTMENT
FRONT OFFICE DEPARTMENT
“Front Office Department
is the communication
centre of the hotel with
great amount of guest
contact.”

Guests interact with the hotel for the

first time by interacting with the staff
of the front office, and they form the
first impression about the hotel based
on the efficiency, competency and
behavior of the front office staff
WHAT IS THE DIFFERENCE • Receptionist
The receptionist’s primary responsibility
between front desk, is handling incoming calls, answering
receptionist, and guest service customer questions and distributing the
agent? calls to the proper department or
individual. Having a dedicated
• Front Desk receptionist typically implies the hotel
The front desk agent is the employee you receives a large volume of incoming calls
see at check-in and who typically handles throughout the day. In small & medium
calls to the front desk, except in large sized hotels, the receptionist and front
hotels. Their primary focus in on check- desk agent are usually combined into one
ins, check-outs and handling position.
reservations.
• Guest Service Agent
Guest service is the job description with the
most flexibility in terms of actual day-to-day
responsibilities. Front desk agents are at the
desk and receptionists answer the phone, but
a guest relations person could be anything
from the concierge who handles your bags
and interacts with valet parking to a
coordinator who plans kid’s activities at the
beachside resort. Guest relations covers just
about anything that involves improving the
interaction between the guest and the hotel.
 FUNCTION OF
FRONT OFFICE Guest Cycle Stage
DEPARTMENT
• Facilitator
• Providing Services to the Guests

THE STAGES OF
STAYING GUESTS
• Pre-Arrival
• Arrival
• Occupancy
•Departure
Note: Arrival sets the tone for guest satisfaction. Do you know
why? There’s a thing called First Impression
RECEPTION SHIFT
• Morning Shift / Check Out Shift
• Afternoon Shift / Check in Shift
• Overnight Shift / Night Shift
• Day Shift / Cover Breaks
: 7.00 AM – 3.30 PM
: 3.00 PM – 11.30 PM
: 11.00 PM – 7.30 AM
: 11.00 AM – 7.30 PM
 THE THINGS YOU NEED PAY
ATTENTION TO:
• Shift Handover • Expected Arrivals Report
• Communication
• A list of all guests who hold reservation for that
• Ownership of situations and problems day and are still arrive
• Front office diary / log book • You need to check: regular guest, VIPs,
• Cashier Float Reservation Types, Pre-registered
• A preset combination of notes and coin • Expected Departure Reports
• The float is verified • A list of all rooms of guests who are expected to
• The amount of the float is determined by depart that day.
management • You need to check: Day use and late check out.
• House Status Report • Special Request Report
• Provide details of the status of all rooms in the • List all special requests made by expected
venue arrivals and guests in-house
• Room Summary Section Total • You need to check: Room allocation, Traces that
• Queue are requested rooms need to be actioned
THE THINGS YOU NEED PAY
ATTENTION TO:
• Group Arrival Reports
• List of all groups due to arrive and any special details relating to that group. E.g Wake-up calls,
breakfast times, dinner booking, etc.

• Room Allocation
• It refers to the allocation of a room (number) to a guest.
• Room allocation is generally completed as per guests requests, to keep the group together as
much as possible
• When guests arrive at the property we will provide a ‘welcome pack’ with relevant information
on activities while staying at the hotel. E.g wake-up calls, breakfast times, hotel facilities,
departure times, etc.
FRONT OFFICE SECTIONS
FRONT OFFICE
ORGANIZATION
STRUCTURE/CHART
What makes F.O. Organization
chart differ from one hotel to
another?
• Size of the Hotel
• Standard of Service
• Type of Guests
• Type of Hotel

Front Office Organization Chart

FRONT OFFICE
COORDINATION WITH OTHER
DEPARTMENTS
a) Housekeeping
-Update room status
-Find sleepers (tamu yang sudah c/o tapi belum
update di system)
-Know as the exact house count
-Charge the guest if an extra person has
occupied the room.
-Co-ordinates in the guest room change.
-Security Concerns
-Special Arrangement
b) Food and Beverage Department
-Setting up bars in VIP room
-Special arrangements (cookies, fruit
basket, birthday cake, etc.)
-In house and expected VIPs and corporate
guest.
-In house expected groups and crews.
-Groups and guest with booking of specific
meal plans
c) Sales & Marketing Dept.
-Guest history
-Room reservation record.
-Current room availability status
-Group, corporate, and crew bookings
-Setting the transient and bulk room sales
d) 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
e) Security
f) Finance Controller: provides a daily summary
of the financial transaction after night auditing to
the finance controller.
g) Human Resource: Staff Recruitment, Training
& Developing, Cross Training
h) Banquets: Coordinates with banquet for
putting information on bulletin and placing
directional signals for particular function.
CONCLUSION
 The Front Office Department is truly the nerve
center of a hotel. Members of the front office staff
welcome the guest
 The role played in the Front Office Department is
promoting good guest relationship, self-evident and
cannot be overemphasized
 The Front Office Department is one of certain
departments in the hotel which has responsibility to
ensure all guest’s information, administration,
accounts are well registered and maintained and
ensure guest’s satisfactions are met with their
expectation as first priority
NEXT MEETING: OPERATING
TELEPHONE/CALLS