Front Office Personnel Duties and Responsibilities

1. Front office Manager :

Front office manager is in charge of front office department. He supervises all front office personnel and reports to general manager , Accomodation manager. The duties and responsibilities of front office manager are :-

Perform budgeting function

Ensure all standard operating procedures are followed

Resolve guest problems efficiently, quickly

To control all activities of reservation, information, registration

To create report , presentation of department

To train , motivate front office personnel

To verify all guest folios and guest registration card

Schedule staff duties and job rotation

Evaluate job performance of employee

Maintain key control

Supervise the front office personnel

To verify actual room status is maintained all the time

To maintain co-ordination with various departments in a hotel

Represent department in hotel meeting

Ensure all employees under him are groomed properly and reports on time

To brief new policies of the hotel and allocate duties and responsibilities

To create a good guest relations

2. Assistant Front office Manager :

He is the second incharge of front office department and reports to front office manager, general manager. He supervises all front office personnel. Some duties and responsibilities of assistant front office manager are :-

Train ,motive and supervise staff under him
To prepare duty roaster
To lead staff by leadership not by authority
Handle guest complaints
Represent department in absence of front office manager
To brief staff
Develop standard operating procedure
To create customer relationship
To evaluate performance of front office personnel
To assist front office manager in Preparation of front office budget
To co-ordinate with other departments in a Hotel

3. Front office supervisor :

He is the senior staff of department who reports to front office manager and assistant front office manager. He supervises front office personnel. The duties and responsibilities of front office supervisor are :-

To check the rack rate of a room for a day
To train and conduct brief the front office staff
Assist all section of front office during peak season
To prepare budget and output report each month
To check walk in guest and VIP guest facilities and amenities
Provide outstanding customer service and ensure customer satisfaction
Address customer concern promptly and effectively
Manage incoming mails and fax
To assign duties under him ensuring equity of work

4. Front office receptionist :

Front office receptionist reports to front office manager and front office supervisor. Receptionist is a first person to come in contact with guest at their arrival. The duties and responsibilities of front office receptionist are :-

To prepare reports on room status daily
Take reservation and amend it as per request
To maintain records of complaints
Use suggestive selling and upselling
To pre- register reservation
To update rack rate regularly
To receive guest promptly and assign them rooms
To look and Care for special requests of a guest
To welcome guest and greet him with warm smile
To attend briefing
To ensure proper hygiene and grooming all the time
To follow duties and responsibilities assigned by senior staff

5. Telephone operator :

To answer all incoming calls promptly
To handle message of the guest as well as employee
Maintain all the records of outgoing telephone calls
Maintain proper telephone directory
Direct incoming calls to various departments through switch box or PBX
Receive telephone charges from the telephone company and forward it for posting
Perform wake up call services
Answer queries about hotel events and activities
To inform concern department/ person immediately if threat call is received

6. Front office cashier :

Front office cashier has full responsibility for cash and methods of payment by guests. Some duties and responsibilities of front office cashier are:-

To maintain cash register and petty cash flow
To look after safe deposit locker
To handle foreign exchange and credit cards, traveller cheques
To open a guest folios and post all charges
To operate front office posting
Post charges to guest account
To settle guest account
To prepare bills during checkout
To make sure there is chance of no error

7. Night Auditor :

He reports to finance and account department but works on front office department. He audits hotel transaction. He is called night auditor because he is scheduled to work a night shift . It is actually the process of taking inventory of days work. In other words , it is the activity of checking and confirming the transaction done in day are correct and complete. Any mistake made during day is corrected.

The duties and responsibilities of night auditor are :-