Describe. Employees of the Front Office Department often provide the first and last impression of the hotel to our guests. … The information that agencies provide relates to fare details, tours, schedules, meals, and other important issues that affect clients. Back office activities support the work of front-end employees, and are used to plan for, monitor and improve ongoing business operations. The chart for the Function of the Reservation Department. It is the first point of interaction between the hotel and the guests. Explain various services a hotel offers to its guest. Remains current on groups and property events. Sign in guests as needed. Explain in detail about the task and responsibility of the following: Front Office Manager, Assistant Front Office manager. Some employees regard Human Resource (HR) as the policing, traumatizing, systematizing arm of executive management. VAT Registration No: 842417633. Offer customers carry-out service at the completion of transactions. The office manager must organize the office on modern lines for the efficient and effective performance. Sort, count, and wrap currency and coins. Front office departments are important to a company as they provide a number of benefits. Front office managers frequently interface with customers, often greeting them as they enter the establishment, answering inquiries and generating sales. This individual will create relationships with the guests that lead to Renaissance and property loyalty. Back office doesn't necessarily take a back seat in business importance. Ensures guests¿½¿½ profiles are properly noted in the Micros Property Management System for action by the appropriate hotel department prior to check-in. It is also responsible for managing wake up calls as requested by the guest and preparation of telephone bills made by guest and staffs. As conclusion, this assignment to know different organizational structures in hotels, update and develop procedures necessary to practice in all aspects of fire, health and safety in the hotel workplace, providing effective leadership in the role of receptionist, inform and instruct trainee receptionist in a positive attitude to the responsibilities and duties of front office, an overview of job opportunities and progression, interpret job descriptions and process applications. It is therefore vitally important that employees display a prompt and courteous attitude to all guests and demonstrate the excellence in service. Reservation agents can contact clients through telephone conversation and back them up with a variety of reservation software on computers. Maintain a good attendance record. Chair monthly Reception meeting to review performance & discuss existing problems for improvement. Front Office Duties and Responsibilities Greet clients and set a positive office atmosphere Answer the phone, take messages, and redirect calls to appropriate offices. Here, the primary or basic functions are presented below. Discover the importance of communication within an office environment. 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 staff records all the transactions between the guest and the hotel on the folio. Copyright © 2003 - 2021 - UKEssays is a trading name of All Answers Ltd, a company registered in England and Wales. Forecasting Rooms Revenue Use historical trend data 2. Often provide first and last impression. It refers to the process of planning, organizing, guiding, communicating, directing, coordinating and controlling the activities of a group of people who are working to achieve business objectives efficiently and economically. Usually involves use of electronic scanners, cash registers, or related equipment. Staffing. Receive and disburse money in establishments other than financial institutions. The balance in the folio then increases or decreases depending upon the transactions. Besides that, perform house counts and review daily arrivals, identify potential problems with rooms¿½¿½ activity and take appropriate action. Being the prime interface between the hotel services and the guests, the front office is located near the main entrance of the hotel. Monitor open and close on day status to maximize room revenue and demonstrate the concept of yield management. Perform all duties, other than the above as requested by the hotel policies and/or his/her direct supervisor. 3. If you need assistance with writing your essay, our professional essay writing service is here to help! Prepare staffing schedules, complete payroll, and monitor labor costs to budget figures. Estimating Expenses Vary directly with rooms revenue The front office plays a major role in delivering hospitality to guests. Lastly making arrangements for clients¿½¿½ travel programs. Balancing all front office accounts 3. Published: 1st Jan 1970 in Following are the most basic responsibilities a front office can handle. Front-office professionals create pitch books and financial models, and look after all pre-trade work and execution. Helping clients to fill in reservation forms. Hence, one should know properly the latest tools and equipment's used in the front office area and most important the use of them. 4 thoughts on “ The importance of front office staff ” Tonsina on January 14, 2017 at 10:28 pm said: This is absolutely the case. … Work is performed in an office environment. Complaints are business opportunities or threat. ). The front office must provide lists for expected arrivals and departures for the day in advance, and notify housekeeping of actual arrivals and departures as and when they occur. https://answersheets.in/explain-function-importance/, Explain Function and Importance of Front office, Q1. Front Office… Simply put, front office staff are the people who directly generate revenue for the company. As keys to the guest satisfaction driver, the front office staffs are critical to the continued success of the hotel. The Front Office Department comprise of the Reception, Guest Service Offices, Bell Services, Reservation, Operators, Executive Club, Health and Recreation Center and Business Center. Smile and greet customers in a welcoming manner. It is therefore vitally important that employees display a prompt and courteous attitude to all guests and demonstrate the excellence in service. Sell hotel food and beverage outlets. Verifies all hotel paperwork is correct and balanced. 1. Responsible for reconciling hotel paperwork, posting to guest accounts, closing the day, greeting all guests in a pleasant, courteous and enthusiastic manner while registering guest information and settling guest accounts for the Hotel. Write about Front Office staff skill in guest relations. Approve duty roster prepared by Chief Receptionist and revise if necessary. Write short notes on Role of the housekeeping control desk. The office is to be organised and the duties and functions are to be defined to determine authority relationship so that the office functions smoothly.” Office Management Function # 2. The front desk (office), a term used for the reception area at a medical facility and its personnel (receptionists), is one of the unsung heroes of multi-tasking and keeping everyone happy. Front office is a department or team that interacts with the customer and/or directly generates revenue. (10 marks) Q4. Generati… found that Front Office Department has important role in supporting the hotel operational. The front office largely consists of client-facing roles. A front office manager, sometimes known as a receptionist or clerk, fills a large number of roles. It maintains records of the hotel occupancy, which help in planning sales and marketing strategies etc. This could be text, or it could be graphic output. Primary or basic functions An office basically performs those functions that are related to information management. Front office employees should contact clients the day before their appointment and confirm the scheduled time. Front Office BudgetingFront Office Budgeting The most important long-term planning function FOM is responsible for: 1. Every village tool has a post office. 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. Lastly, take personal responsibility for correcting customer service problems. Front office manager responsibilities might include receiving and processing payments from customers and provide receipts as needed. So in a finance company or investment bank, front office departments might consist of sales and trading, investment banking, wealth management, and private equity. Often involved in processing credit or debit card transactions and validating checks. There are two types of printers: impact and non-impact. This is contrasted with back office functions that provide services such as administration, operations and technology that don't interact with the customer. Creating guest database Handling guest accounts Coordinating guest service Trying to sell a service Ensuring guest satisfaction Handling in-house communication through PBX With growing customer expectation’s Front Office teams form a dedicated source to integrate technology within the Tourism and Hospitality Industry while catering to savvier guest profiles, as it faces cut-throat competition, survival and business continuity challenges, given that each Hotel Brand needs to come up with a boutique of specialized services. The folio is opened with zero initial balance. Weigh items sold by weight in order to determine prices bag, box, wrap, or gift-wrap merchandise, and prepare packages for shipment. Explain Function and Importance of Front office. Front office area is commonly termed as ‘Reception’, as it is the place where the guests are received when they arrive at the hotel. The function of a printer is to turn digital data into printed media. As Binham; Lampola; & Murray (1982: 17) suggested that front office staff should know many types of rooms and explain each type of rooms which are single rooms, double rooms, twin rooms, suites, connecting rooms and adjoining rooms. The important thing, the front office staff will also reflect the image of the hotel to the customers and they have a keen sense to anticipate the guests, needs and exceed their expectations. Tourism. Contact involves dealing with sick people, including those with communicable diseases. Since the front office employees are the ones who generate the revenue for the organization the salary earned by the front office employees are higher than employees in the back office. Familiarize with Front Office policies and procedures and special rate & programs. The Role of a Front Office In A Hotel: The front office is a part of an establishment that comes in contact with clients or customers in marketing, sales and service departments. Understanding the Front Office Create a cancellation or no-show list so you can schedule other appointments to make up for dropped ones. Reviewing guest credit card transactions against established limits 5. Secondly, the staff should be competent. The additional words, ¿½¿½May I help you?¿½¿½ will give the impression of willingness to serve, which is all important in hotel. Review all VIP room blocking. Front desk manages every department in the hotel such as accounts, online reservation and housekeeping. Ensure that budget and cost effectiveness at the Front Desk is achieved. The following are common examples of front office. (10 marks) Q5. Greet guests and provide door service and bell/valet service when needed. To manage front of the house operations of the hotel ensuring that the highest standard of service and the best possible guest experience is maintained. Stocks the front desk with daily supplies. The Front Office Department comprise of the Reception, Guest Service Offices, Bell Services, Reservation, Operators, Executive Club, Health and Recreation Center and Business Center. Office management is an integral part of general management. Provide information and explain Players Club benefits, property amenities & marketing programs to our guests. What are occupancy ratios? Basic functions are differed from administrative management functions. *You can also browse our support articles here >. Technical roles have developed beyond I.T. (10 marks), Q4. Lastly Communicate effectively both orally and in writing and. The information may be received from within the organization or outside the organization. The front office audit is concerned specifically with the following functions: 1. (10 marks), Explain entry strategy and entry analysis in international business. Functions. An important part of running a successful front office involves handling business appointments. The layout of your office is an important, although often overlooked, factor that affects the way your employees perform their jobs. As such, they must be well equipped with computer skills. There is a post office in almost every locality in a town or city. Basic functions may be termed as primary functions. Often have longest contact with guest. At the time of check-out, the folio balance must return to … Room Allocations. Resolving room status and rate discrepancies 4. Verify that the correct charges and credits are posted to the corresponding guest folio and collect payment for charges on the guest folio. In some cases front office managers may also deal with troublesome customers or … Participate morning briefing, or organize afternoon hand-over briefing daily and disseminate information to Reception team as soon as possible. These employees see HR staff as gatekeepers, people who hold little interest in employee concerns. The individual is responsible for answering calls, recording the guest requests and then pursuing the issue to a resolution and then, .the individual must exhibit courteous hospitality at all times and fully own each guest issue. The nature of the Front Office job is such that he is almost always crowded with various jobs and he often loses control over his time. Then they must, verify all account postings and balances. Ensuring that clients have access to various services without a hitch. Important of Front Office Department to the Hotel Hospitality, warm welcome. Supervise and train all Front Desk staff to ensure that the best guest experience is provided. Do you have a 2:1 degree or higher? Auxiliary or administrative management functions. 2) Front office staffs must have certain skills to attract guests during the first impression. In order to perform the Front Office functions, the Front Office has to work and make a good communication with the other departments. As a further level of control, it is preferable for those who make up the front and the back office to have different reporting lines. INTRODUCTION It has become very important in today’s time to keep in touch with the latest technology for the smooth function of any department in the hotel industry. The front office relies on the back office for support in the form of human resources, internet technology (IT), accounting, and secretarial functions. Where practical and possible, REDUCE use of items, RE-USE whenever possible, and RECYCLE those items that can be. Define and explain the term ‘Hotel’. Audit hotel paperwork to ensure the day has balanced Posts room charges and taxes to guest accounts. Post charges against guests¿½¿½ or patients¿½¿½ accounts. Registration Card . Back Office Importance. Primary or basic functions 2. We've received widespread press coverage since 2003, Your UKEssays purchase is secure and we're rated 4.4/5 on reviews.co.uk. Define and explain the term ‘Hotel’. Take desk clerk as an example. The Front Office Department is responsible for creating first hand impressions regarding the level of services and facilities provided. Assign, coordinate, and supervise work activities of Front Desk Agents. Assist in the day-to-day operation of the hotel front office. The main purpose of the front office audit is to verify the accuracy and completeness of the guest and non-guest accounts against the revenue center transaction reports. Front office cashier, working in this section is responsible for updating guest bills, keeping up to date cash and credit transactions of the guest and get them settled before the guest departure. Company Registration No: 4964706. Explain various services a hotel offers to its guest. 7 major functions of office management. Basic Functions of a Modern office. There is division of labour too and so one person may not be required to do the whole job single-handed. Provide courteous service to our guests and be cordial to all Team Members. Involves frequent contact with parents and patients. Moreover, White and Beckley (1988: 51) pointed out that when telephone operators answer the telephone, they should identify themselves, announce the name of the hotel, with the addition of ¿½¿½Good morning¿½¿½ or ¿½¿½Good evening¿½¿½ with the appropriate intonation. This section is handle by telephone operator and it is located at the back of the office. Offer a phenomenal guest-experience with eZee Absolute software. Remains current on room rates, room availability and emergency procedures. To export a reference to this article please select a referencing stye below: If you are the original writer of this essay and no longer wish to have your work published on UKEssays.com then please: Our academic writing and marking services can help you! Here are a few of the primary reasons that communication is so important in a workplace: Our academic experts are ready and waiting to assist with any writing project you may have. (10 marks) Q4. Verifying posted entries to guest and non-guest accounts 2. Write short notes on Lost and found procedure (10 marks), Q8. Review and resolve dispute accounts and Housekeeping discrepancies and prepare a shift briefing to communicate activities, short take training, and any problems and/or special information to the next shift. Study for free with our range of university lectures! The front office communicate guest’s requirement to other departments, which work in close coordination and cooperation to … The Front Office Manager who comes under the direct supervision of the director of rooms and supervises the Front Office Department. Lastly, most importantly, the individual must coordinate the response to the guest issue and then follow-up with the guest to ensure satisfaction with the result. Front office cashier should ensure the timely collection of all guest bills from different outlets and posts them in respective folios in case if the Front Office is not computerized. Scope of job (Duties & Responsibilities): 1. The writer also found some problems faced by the Front Office Department at Sahid Jaya Hotel Solo. support, especially as investment banks now heavily rely on developing the latest technology. Registered Data Controller No: Z1821391. Pay company bills by cash, vouchers, or checks and request information or assistance using paging systems. Rooms are of chief concern to the front office and housekeeping departments.It is important for the departments to continuously exchange information on room status. Explain the functions of office. No plagiarism, guaranteed! Manage walk-in traffic. Furthermore, ensures management is aware of guest special requests or needs. Front office area is commonly termed as ‘Reception’, as it is the place where the guests are received when they arrive at the hotel. Directs & coordinates the activities of the FO department. (10 marks) Q6. They offer constant guest interaction, with the most diverse operating exposure in the hotel. Review Front Desk Logbook daily to monitor all activities. The front office themselves provide many of the services during a guest’s stay and they are an interface in the services provided by some other departments of the hotel to the guest. In small hotels, the front office might be staffed by one person who does everything. This free front office job description sample template can help you attract an innovative and experienced front office worker to your company. (10 marks) Q5. Responds to guest inquiries. Front office manager duties can vary. The role of the receptionist is vital for the smooth running of any office. Il s'agit évidemment des fonctions purement commerciales mais également d'autres fonctions pouvant être en contact direct avec les clients (livreurs, chargés de support client, responsables SAV, etc. In conclusion, front office staff should make their guests happy and satisfied. Besides these, the office should also direct, motive, coordinate and remunerate employees to maximize their productivity. Disclaimer: This is an example of a student written essay.Click here for sample essays written by our professional writers. 1. They trade in equities, debt securities, derivatives, and provide merger/acquisition and leveraged buyout advisories. Acquaint guest with hotel. Give the importance of front office statistic for business (10 marks) Q2. Besides that, ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift. Whom you hire to be the eyes, ears, smile, and brains—or the head—of your school is incredibly important. Explain Function and Importance of Front office. Impact printers strike the paper with ink to leave behind an impression. Assisting customers who encounter problems in obtaining booking or operating self service equipment and walking around with clients and ensuring that they secure whatever services they are in need of. Why is Communication Important in a Workplace? Continuity long term service, recognition of repeat guests, remember names, guest histories. It also provides assistance to guests during their stay, completes their accommodation, food and beverage, … Reservation Department Importance in Hotel Industry, Introduction to the Reservation Department, Main Functions of the hotel reservation department. We make the hiring process one step easier by giving you a template to simply post to our site. Always conduct your job with concern for the environment and its resources. Front office executives greet everyone who enters. The first importance of front office operations is that it is the first point of contact that a guest or a potential guest makes with a hotel, either by telephone, writing or in person. Front office employees must be trained properly to function within the guidelines and policies of the lodging establishment. One of the earliest printers to come with personal computers was the dot matrix printer. The role of Front Office: The role of Front Office In hotels, the front office is the most important and therefore it should be well organized so that visitors can be impressed. Define Budget. Process merchandise returns and exchanges. Greet guests as time permits at lobby and assists Receptionist during busy period. Each part of a job or each operation may be done by a separate person. Organize and maintain files and records; update when necessary Interaction with others is constant and interruptive. Individuals who well dress suggest power and status; therefore, the first impression is only part of creating a positive relationship between the hotel and the customers. Keep periodic balance sheets of amounts and numbers of transactions. Define and explain the term ‘Hotel’. There will be a receptionist close by to take down the visitor's name and ensure that they are comfortable … (source: www.pintrest.com) This section of the front office is located at the front desk. (10 marks), Q5. Employees of the Front Office Department often provide the first and last impression of the hotel to our guests. 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. Your job with concern for the company in Tourism to do the whole job single-handed so. 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