Section of the Front office Department.
RESERVATION: to accept, block, store, and assign guest room reservation for individuals and groups.
Reception.
REGISTRATION: to meet guest’s requirement regarding rooms and to establish registration formalities.
MAIL: handles guest messages and postage.
KEY: to control the giving of keys to the guests’ and responsible for the key rack.
INFORMATION: to answer request for information about hotel facilities and services and the surrounding community.
TELEPHONE EXCHANGE: to handle the telephone traffic for guest and the rest of the operations.
BILLING: to perform the cashiering functions of accepting payments from guest.
BELL SERVICE: to provide guest service by carrying their luggage and assisting guest to their rooms.
CONCIERGE: to render additional service to guest , usually regarding information outside the hotel premises.
BUSINESS CENTER: to provide guest services like computer jobs, receiving or sending fax messages, and photo copying. FRONT OFFICE ROLES-
Guest Services, Room Sales, Record keeping,
Cost Controls, Verbal Skills, Effective Selling Skills,
Problem Solving Skills, Good appearance

FRONT OFFICE PERSONALITY-
Positive Attitude, Attentive Service, Positive Body language

COORDINATING WITH THE OTHER DEPARTMENTS
Housekeeping, Engineering, Food and Beverage,
Security, Accounting, Sales and Marketing

PERSONNEL OF THE FRONT OFFICE DEPARTMENT-
Job Description: Job title; Room Division Manager Reports to; Assistant Manager Supervises: Front Office, Housekeeping

COORDINATING WITH THE OTHER DEPARTMENT

BASIC ACTIVITIES FRONT OFFICE DEPARTMENT-

Guest Activities | Front Office Activities | Inquiry | Sell guest Rooms-Sales opportunity-Describe product/service | Reservation | Offer Accommodation-Accept reservations-handle walk –ins-Perform the registration procedure-Assign rooms-Check customers credit worthiness-update room Availability record | Confirm | Confirm Offer-Record information-Record receipt of deposit-Update room availability chart-Check overbooking-Prepare arrival | Arrival | Bell Service-Car parking-Luggage handling | Registration and Check-in | Receive and Welcome Guest-Checking and booking details-Allocate rooms-Record room allocation-Allocate Keys-Mails and messagesProvide Information on Guest Services-Concerning internal hotel operation-About external events and locations | Go to Room | Direct or Take Luggage-Escort to elevator-Sales Opportunity | In house | Coordinate Guest Services-Liaison between front and back of the house areas-Handle guest problem and complaints-Mails, Messages, Calls-Chart Room Status Reports-Coordinate room sales and housekeeping:a. Occupied statusb. On-change statusc. Out-of-order status | Maintain Guest Accounts | -Construction of guest folio account-Posting to folios (updating)-Supervision of credit limits-Documentation of guest’s transactions | Settlement of Guest Accounts Finalize Account | -preparation of guest statement-Reconciliation of folio-Receive payment-Perform the check-out procedure | Departure | Bid Guest Good-Bye-Sales opportunity-Notify other departments | Construct Guest History File | -Record the guest’s-Personal data for future reference |