Main Duties And Responsibilities Of The Front Office Department Staffs

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.

Lobby Manager

  • 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.

Reception Supervisor

  • 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

Reception Assistant

  • 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

Reservation Supervisor

  • 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.

Reservation Assistant

  • 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

Bell Boy

  • 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

Night Auditor

  • 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.