Front Office Manager
- He is the head of the department.
- He ensures the smooth running of the department
- He sees to it that his staff reports to duty in time and in proper uniform.
- He ensures that courteous and personalized service is given to the guests by his staff.
- He deals with front office correspondence on reservations, enquiries, room booking etc.
- He is responsible for the upkeep of the front desk, lobby manager’s desk and their equipment.
- He deals with the complaints against his staff and other complaints of the guests.
- Participants in the selection of F O Personnel
- Conducts regularly scheduled meeting of F O Personnel.
- He ensures that all rooms are blocked as per reservation requests
- He keeps a check on room position
- He instructs the airport representatives regarding the list of arrivals to be met.
- He checks pre-registration cards
- He also checks housekeeping discrepancy report
- He ensures that guest requests and complaints are followed up
- He follows up on group and crew movement
- He takes actions for all unusual events in the lobby like fire, accidents, etc.,
- He ensures the smooth running of the lobby.
- He sends “C” Forms to the FRRO.
- To train all front office assistants on the job
- To make the duty roster for the staff
- To check the shift in-charge’s list on a daily basis
- To check the next day’s arrival list and to brief the staff accordingly
- He makes the requisition for the stationery required for the Front Office
- Ensures the smooth running of the reception
- Welcomes VIP guests
- Attends to guest complaints
- Assists the reception staff
- Maintains records of the reception
- To answer the queries of the guest to their satisfaction and to provide information
- To promptly register guests and to assign rooms to them
- To update the room rack regularly
- To complete pre-registration formalities for VIPs
- To execute government formalities regarding foreigners
- To prepare room reports and occupancy statistics
- Send messages to the guests
- To print the arrival list for the next day.
Reception Shift in-charge
- Performs the tasks of reception assistant
- Supervises and checks the entire Shift Operation
- Handles guest complaints
- Checks all the reports before the end of the shift
- Airline crew blocking and group blocking
- To help out Reservation Assistant in calls, courses and feeding reservation information.
- To supervise the staff under her and impart training
- To monitor all new movements
- To follow up on billing instructions and other special requests
- To check on credit facilities to Companies, discount policies and discounts offered to various companies.
- Co-ordination with Reception, Information, Sales and Marketing Departments and Tour Operator.
- Up-to-date information of the position of the house for the day and the next three days.
- She draws up a weekly, monthly and quarterly forecast
- Monitors VIP movements and informs all concerned
- Monitors house status and keep Front Office Manager informed of sold-out dates.
- Deals with correspondence, vouchers, exchange orders, deposits, a refund of deposits and actions thereon.
- She handles the group and conference booking.
- To update regularly the reservation chart and computer
- To properly and courteously handle all reservation requests
- To keep all reservations correspondence up to date
- To handle amendments and cancellation of the reservation.
Senior Bell Captain
- He controls the movements of Bell Captains and Bell Boys
- He briefs the Bell Boy and ensures that they are always well-groomed
- Takes stock of the luggage, parcels and any other material
- Has thorough knowledge of the hotel, shops, airline offices, executive offices etc.
- Thorough procedure on arrival and departure
- To carry out different errands for the guests
- Responsible for the proper distribution of newspapers
- Keeping stock of the equipment, trolleys and ensuring that they are in good working order
- Vigilant and alert on duty
- To initiate action against guests having scanty baggage
- To assist in crew and group wake up call procedures
- Take the baggage front the porch to the room
- Escort the guest to the rooms on arrival
- Place the baggage in the room
- Explain the operation of light switches, air conditioning control to the guests.
- Brings the baggage down in case of departures
- Checks the room to ensure that the guest has not left any articles in the room
- Obtain clearance from Front Office cashier on the errand card regarding the bill.
- Check that main and messages are distributed to the guests.
Front Office Cashier
- Operates front office posting equipment
- Completes cashier pre-shift supply checklist
- Completes guest check-in procedures
- Post charges to guest account
- Handle paid-outs
- Completes guest check-out procedures
- Settles guest account
- Makes account adjustments
- Posts room charges and taxes to guest accounts
- Processes guest charge vouchers and credit card vouchers
- Transfers charges and deposits to master accounts
- Verifies all account postings and balances
- Prepares a summary of cash, check and credit card activities
- Summarizes results of operations for management
- Knows how to operate position machines, typewriters and F O equipment
- Understands and knows how to perform check-in and check-out procedures
- Handle errands requested by guests and Front Office staff
- Handle the baggage of guests when they are shifting to another room
- Distribute newspapers
- To page guests in the lobby
- To report guests with scanty baggage the bell captain
- To issue postage stamps against cash.