FRONT OFFICE OPERATIONS

STRUCTURE
12.0 Objectives
12.1 Introduction
12.2 Front Office Functions
12.3 Front Office: Organizational Structure
a)

Reservation

b)

Reception

c)

Information Desk

d)

Concierge

e)

Bell Desk

f)

Cashiers

g)

Business Centre

h)

Travel Desk

12.0 OBJECTIVES

After studying this Unit you will be able to explain the:

Importance of front desk functions in a hotel,

Job descriptions of the front office staff,

Basic understanding of the layouts of all the areas of front office,

Various operations associated with front office, and

Importance of each of the front-desk operations in context to the smooth running of the hotel.

12.1 INTRODUCTION
What is Front Office?

Front Office is known as the front of the house department located in the lobby area of a
hospitality property or a hotel.
As this department is located in the lobby area, it is visible to the guests, patrons ( customers,
clients ), and visitors and hence called front office.
It is one of the major operational ( 24 hours operational ) and revenue producing department
of the hotel which generates two third of the revenue earned by a hotel from the sale of the
guest rooms.
It provides various services to the guests during their entire stay and even after their check out
which includes pre- arrival , arrival, occupancy, departure and post departure services.

Figure 12.1 Below is the hierarchy of front office department of a large hotel.

Front Office
Manager
Assistant Front Office
Manager
Duty Manager / Lobby
Manager
Guest
Relation
Executive

Traine
e

Reservation
Manager

Night Auditor
/ Night
Manager

Front
Office
Superviso

Reservati
on
Superviso

Telephone
Supervisor

Front
Office

Reservati
on
Assistant

Telephone
Operator

Cashi
er

Traine
e

Traine
e

Telex
Operator

Traine
e

Guest Service
Manager

Senior
Bell
Captain

Concierg
e

Bell
Captain

Informatio
n
Assistant

Bell
Boy

Page
Boy
Door
Man
Vale
t

Figure 2.1 - Front Office Organization of a large hotel

Airport
Representati
ve

Traine
e

Traine
e

12.2 FRONT OFFICE FUNCTIONS

The primary function of the front office is that of a facilitator between the guest and other departments
of the hotel. Another job of Front office desk is also to support and help in providing services to the
guests. The number of interactions and transactions between the guest and the hotel during a guest
stay, determine the type and nature of front office operations. The stages of guest stay are:
pre-arrival,
arrival,
occupancy, and
departure.
Various trans actions between the guest and the hotel, therefore, depend upon the stage of the guest
stay. The transactions can be best understood by going through the guest cycle

Figure I: The Guest Cycle

Figure I shows the following transactions and exchange of services between a guest and the hotel:
reservations,
check-in and registration,
mail and information,
uniformed service and baggage handling,
telephone calls and messages,
handling guest accounts, and
check-out and bill settlement.
All these services and transactions are handled by the front office department. The functions and
services of the front office department can be differentiated depending upon the area where they are
being performed. Some of the functions are performed by the reception desk as front-of-the-house
operations and rest are performed as back-of-the-house operations.
Table 1 gives a brief summary of the functions performed by the front office as described in the table given

below:
Table 1: Summary of front office functions.
FUNCTIONS
1) Sell guest rooms

AREA OF OPERATIONS
Front of the house activity

Accept reservations
Handle walk-ins
Perform the registration process
2) Provide information on hotel services

Front of the house activity

Concerning internal hotel operations

About external events and locations
3) Coordinate guest services

Front of the house activity

Liaison between front and back-of-the-house areas

Handle guest problems and complaints
4) Chart room status reports

Back of the house activity

Coordinate room sales and housekeeping: occupied status

On-change status, out -of-order status
5) Maintaining guest accounts

Back of the house activity

Construction of folio and account

Posting to folios (updating)
Supervision of credit levels
Documentation of guests transactions
6) Settlement of guest accounts

Front of the house activity

Preparation of guest statement

Reconciliation of folio
Perform the checkout procedure
7) Construct guest history file
Record the guests personal data for future references

PERSONALITY TRAITS OF THE FRONT OFFICE STAFF

PROFESSIONAL MANNERS:
o

Report work on time

Has a positive attitude toward the job & the hotel

Recognizes positive &negative aspects of the job

Possesses maturity in judgments

Appears business like

Maintain control & composure in difficult situations

Back of the house activity

CONGENIAL NATURE
o

Smiles readily

Exhibits cordial & pleasant behaviour.

Is sensitive to the guest needs

Helpful attitude

Possesses a sense of humor

Responds and speaks Intelligently

Demonstrates creativity

Practices good listening skills

FLEXIBILITY
o

Willing and able to accept a different work shift if necessary

Understands others points of view

Willing to try new ways of doing things innovative

Works well with the guests and hotel staff a team player

WELL GROOMED APPEARANCE

o

Dresses appropriately,

Meets property standards for the wear and care of uniform, Jewelry and personal grooming

Different areas of front office.

As front office is an area which is the interface between a hotel and its guests. Guests interact with this
department through out their stay for any kind of information. It is responsible for services like reservation,
reception of guests, taking care of their luggage, assignment of rooms, and settlement of bills. All these services
in the front office department are performed by individual areas which we are going to learn further.

Reservation

The reservation section is a very important section of front office as this section deals with the
important job of booking rooms for the guests.
The staff take bookings from the guests through various ways such as letters, fax, telephones
as well as email.
The staff maintains the total inventory of the entire hotel rooms, which includes occupied
rooms, out of order rooms, rooms available for sale and rooms available for the future dates.
Reservation staff also takes bookings for the group arrivals such as crew members from
different airlines, travel agent bookings, wedding groups, corporate groups, event groups etc.
The procedure of processing reservation queries may differ from hotel to hotel in terms of
reservations handling, maintenance of reservation records, confirmation, amendment, and
cancellation of reservations.
It plays a very very important role in generating the revenue for the hotel.
Below is the diagram which will give you an idea of a reservation department hierarchy.

Figure 2.a Hierarchy of Reservation

Layout of the reservation section

The location of the reservation section depends on the size and the volume of business of the hotel.

Small Hotel The function of the reservations is usually performed by the front desk itself.
Large Hotel- A separate section is needed, which should preferably located behind the reception
counter and should have a communication door between the reception and the reservation sections or
central reservation system.
Figure 2.b illustrates the layout of the reservation

Computer Terminal

Reservation Assistants

Fax Machine

Reservation Assistants

Telex Machine

Reservation

Managers Office

Figure 2.b Layout of Reservation

Functions of the Reservation Section

Receiving reservations requests through

Telephones
Fax
Email
Websites
Central Reservations Department
Sales representatives

Processing reservation requests received from all means on the hotel property management system
( PMS ).
Putting the reservation on confirm, waitlist , cancelled, or denied status depending upon the availability
of the desired room type and projected sales during and around the requested stay dates.
Updating the room availability status after each reservation transaction, i.e., after each confirmation,
amendment, and cancellation.
Maintaining and updating reservation records to reflect accurate information about room status.
Preparing reservation reports for the management.

Job responsibilities of a Reservation Manager

Job Title
Reservation Manager
Reports To:
Front Office Manager

Job Summary:
Be Fully Aware of the Booking situations at all times, and supervise the Reservation Clerks /
Supervisors in order to maximize the Hotel Sales with the Highest possible Average Room Rate.
Ensure that All reservations are recorded on standard forms attached with the concerned
correspondence, and they are filed by arrival date in easily accessible Files.
Prepare the 10 Days and 3 Month Forecasts on Timely Basis for Review By the Front Office Manager
and Distribution.
Ensure that Incoming Faxes requiring a reply are answered with minimum delay, and whenever
possible the same day of received.
Bring to the attention of the Front Office Manager dates when the Hotel availability status should be
changed , and update the sales office with the hotel availability accordingly.
Fully responsible of the Tour Operators / Travel Agents correspondence regarding reservation decisions
especially in the critical periods, Allotment Increase, stop sales, release period amendment.etc
Advise the Front Office Manager of reservations, which are particularly noteworthy, so a decision can
be taken in regard of the Room Rate and the V.I.P Status.
Ensure that the reservations taken by the phone are answered promptly and politely, and according to
the Hotel answering script.
To use and to train the reservation personnel using the up-selling techniques in order to maximize the
rooms revenue.
To ensure that all Rooming lists for the groups reservations are received on time and accurately
inserted into the Computer system.
To ensure that all the Definite reservations are guaranteed, to minimize the last minute non-guaranteed
cancellations.

To sell most of the Hotel Outlets and facilities whenever possible,.

To be fully aware of the Hotel allotments spread all the times , and to follow up with the Contract
conditions , and cut off dates.
To update the Hotel Data System with the Updated Contracted Travel Agents rates.
In coordination with the Front Office Manager , set up the over-booking margin for the Normal and
peak periods to ensure filling the House without making unnecessary turn away.
Keep a good relation with all the travel agents and their to ensure the mutual cooperation and the
smoothness of the work.
Be Fully aware of all the Hotel Facilities and services , and to train the reservation staff on using the
Hotel Facilities during answering reservations.
To prepare and submit all statistics and reservations reports requested by the Front Office Manager or
the General Manager .
To be ready for to replace the Assistant Front Office Manager during his vacations or when needed.
Ensure the reservation Office is maintained in a clean and orderly state at all times

Job responsibilities of a reservation supervisor

Job Title
Reservation Supervisor
Reports To:
Front Office Manager

Job Summary:
Supervise, train, schedule and evaluate Reservation Agents, ensuring that all procedures are performed
to the hotel's standards.
Assist where necessary to ensure optimum service to guests, visitors and other departments.

Job responsibilities of a reservation agent / clerk / assistant / associate

Job Title
Reservation Assistant/Agent
Reports To:
Reservation Supervisor
Reservation Manager

Job Summary:
To receive room reservation requests and record them accurately to further reference as per the
procedures laid down by the management.
Duties and Responsibility
Handle courteously and promptly all reservation requests from various media and sources as per
standard procedures.
Update the reservation register to obtain and maintain a current room inventory position.
Type out advance reservation slips and maintains reservation racks (in the manual system) and
correspondence.
Attend briefing at the beginning of the shift.
Carry out amendment and cancellation of reservations accurately.
Keep room status board (In manual system) and database (in computerized system) updated all times.
Check for reservation stationary and requisition supplies from stores where necessary.
Up sell room to generate revenue.
Maintain guest history sheets.

Reception

The reception section is always indirectly in contact with the guests right from the time of
their arrival till their time of departure
The reception staff welcomes the guests on their arrival at the hotel and register them in the
hotel. They assign the guestrooms to the guests in the hotel.
They assign rooms to guests - with reservations
- without reservation
The staff also deals with the various problems of the guests during their stay and post their
stay as well.
They maintain a thorough contact with the guest in order to ensure that the guest do not face
any sort of problems during their stay at the hotel.
Below is the diagram which will give you an idea of a reception department hierarchy.

Figure 2.a Hierarchy of Reception

Layout of the reception area

Reception is located in close proximity to the entrance of the hotel.

The layout of the reception depends on the size of the hotel
The front desk assistant carries out many tasks like receiving guests, registration, etc; hence, the
reception area should be designed in such a way to assist the staff in performing their tasks efficiently
and effectively.
The front desk may be circular, L-shaped, curved, or straight depending upon the requirement.
Below are different examples of different layouts in different hotels.

Layouts of Reception

Functions of the Reception Area

Greeting guests
Receiving and welcoming guests.
Completing the registration formalities.
Assigning guest rooms that are clean vacant.
Establishing a method of payment for the guest rooms-credit card, cash or direct billing
Assigning guest room keys to the guests.
Informing guests about their room location and special hotel amenities, facilities, and answering
questions about the property and surrounding community
Calling bell desk to assist the guests with their luggage, if such service is normally provided
Sending arrival notification slips to the concerned departments.
Updating registration cards.
Updating C- forms online.
Sending guest vouchers to In room dinning.

Functions of Guest Relation Desk

Located in the lobby area strategically placed to ensure that all guest walking into the hotel are seen.
The GRE ensures the inspection of rooms, welcome of VVIP, SPATT, HWC, etc.
They coordinate specific guest request/query with the concerned department (of the hotel).

Job responsibilities of a Front Office Manager

Job Title
Front Office Manager
Reports To:
Accomodation Manager
General Manager

Job Summary:
To recommend and meet budget goals by leading a front office team that ensures quality service
standard with personalized guest attention.
Duties and Responsibilities
Recommend and monitor a front office budget and plan or the year.
Lead train and motivate a Front Office team.
Conducts daily department meetings to ensure two way communication, training and policy
information.
Check the arrivals of the day and inform VIP arrivals to management.
Approve expenses of the front office department.
Conduct sales call to corporate houses, embassies, Government organization etc. and develop
innovative ways to improve the sale of rooms.
Meet and greet the guests and develop guest database to ensure continued patronage.
Approve staff rotations and duties and organise extra hands when required.
Ensure safety and hygiene of front office and its staff.
Maintain discipline and conduct staff appraisals regularly as per policy.
Coordination with housekeeping and engineering to ensure room availability for sale.
Monitor the reservation system.
Monitor proper billing and cash recovery by the cashier.
Resolve staff and guest complain and grievances as smoothly as possible.
Represent the department in coordination meetings.

Exercise revenue and yield management to maximise room income.

Introduce technology to improve efficiency and information for decision-making.
Skills and Competencies
Thorough knowledge of front office systems and procedures.
Proficiency in the English Language
Another foreign language preferred
Training and communication skills
Leadership and motivational skills

Presentation and well groomed

Job responsibilities of an Assistant Front Office Manager

Job Title
Assistant Front Office Manager
Reports To:
Front Office Manager

Job Summary:
Assist Front Office Manager in supervising daily front desk activities according to the established

guidelines.
Prioritize and delegate daily work responsibilities to front desk staff.
Train and guide front desk staffs to provide quality customer services
Manage staffing schedules, shift changes, payrolls, and labor costs.
Resolve guest issues and enquiries to ensure guest satisfaction.
Schedule front desk meeting to identify and resolve operational issues, accounting variances, and

housekeeping discrepancies.
Develop and implement strategies for bell desk, front office and parking.
Ensure that facility is maintained clean, neat, safe and secure.
Ensure that employees are properly groomed and dressed.
Identify process improvement to achieve financial and service goals.
Plan shift schedule and duties based on business forecast.
Supervise the billing and cash processes to ensure compliance with company standards.
Provide feedback to the team members on their performances and improvements.
Assist in preparing yearly operating budgets, capital expenditure and manpower budgets.
Monitor and control expenses within the allotted budget.

Job responsibilities of a Duty / Lobby Manager

Job Title
Duty Manager
Reports To:

Front Office Manager

Job Summary:
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.

Job responsibilities of a Front office supervisor

Job Title
Front Office Supervisor
Reports To:

Assistant Manager- Front Office

Front Office Manager

Job Summary:
Organise and supervise a shift with a view of providing fast and efficient front desk services.
Ensure that all staff report on time in proper uniform and well groomed as per the hotel standards.
Take over from the previous shift and check the log book for follow up actions.
Assign duties ensuring equal distribution of work load during the shift.
Brief staff correctly and encourage questions so two ensure two way communications.
Look up the register for VIPs already checked-in or expected and give them the courtesies as per the
policy of the hotel.
Check arrivals and departures and tally the room position.
Check the room key position and report any missing keys.
Meet and greet the arrivals and ensure accurate and speedy rooming.
Train and supervise front office agents to give the high standards of service in terms of time, quality
and personalization.
Check all equipment for serviceability.
Check statically data such as:
Daily room revenue
Occupancy
House count
VIP list
Room report
Pre-registered registration cards
Guest folios
Prepare monthly static with regards to complimentary rooms, room nights and statuary data for
Ministry of Tourism.
Assist in registration during busy periods.
Ensure that staff meet hygiene and discipline standards.

Job responsibilities of a Guest Relation Executive

Job Title

 Guest Relation Executive

Reports To:

Assistant Manager- Front Office

Front Office Manager

Job Summary:
Major part of a GREs job is to receive the VIP, regular guest.
Prepare for a welcome for them & then escort them to their assigned room, where a guest can be
registered.
Co-ordinates with all the departments in the hotel to ensure speedy and timely service to each guest.

Maintain good guest contact and ensure guest satisfaction as far as hotel services are concerned

Maintains guest history card for all the guest in the hotel.

Job responsibilities of a front office assistant / clerk / associate / agent

Job Title
Front Office Assistant
Reports To:

Front Office Supervisor

Assistant Manager

Job Summary:
Reserve, register and assign rooms to guests and be continuous source of information during their in
the hotel.
Duties and Responsibilities
Attend briefing prior to the shift opening and take over from the previous shift. Attend to logbook for
any special instructions.
Check the arrivals for the day and room status including departures for the day.
Check the expected VIPs for the day and issue VIP amenities vouchers for fruits, flowers, beverages,
etc. as per policy.
Prepare records and pre-registrations for VIPs, handicapped people and old people.
Handle groups/Crew registration as per laid down procedures.
Ensure that all stationary supplies and forms are available for a full shift and requisition them from
stores if necessary.
Register and room all arrivals during the shift.
Constantly update all room rack/front office database.
Open guest folios immediately of new arrivals and send to front office cashier.
Maintain room rates to the current dates and keep a track record of discounts if and in which case
applicable.
Maintain room rates to the current dates and keep a track of discounts if and in which case applicable.
Maintain room rates absolutely current and be informed of the days rack rate.
Prepare the room discrepancy report and double check by physically verification by a bell boy.
Work closely with the concierge and provide relevant information to him.
Give departure room list to housekeeping without delays.
Assist in making room and occupancy reports.
Up sell room to get higher revenues.
Handle guest with scanty baggage diligently.
Update guest history periodically to maintain accurate database.

Information Desk
As the name suggests, the information desk provides information to guests.

 It is manned by an information assistant.

In a small hotel, the same function may be performed by the receptionist.
The need of a separate information desk is felt in large hotels where the traffic of guests is higher.
The information desk may be located next to the reception.

Functions of Information Desk :

Maintaining resident guest rack alphabetical wise.

Handling guest room keys.
Coordinating guest mails, telegrams, faxes, couriers, parcels, etc.
Providing relevant and accurate information to guests regarding hotel facilities and services, city
information. Etc.
Handling guests messages.
Paging for guests

Job responsibilities of an Information assistant

Job Title
Information Assistant
Reports To:

Front Office Supervisor

Assistant Manager

Job Summary:

Distributes room keys to registered guests in the hotel when arrival errand card is presented,

Answer incoming calls for guests and report all messages,

Handle all guest mails, information, parcels, telegrams as per the laid down procedures,

Answer enquiries on house facilities and places of tourist interest,

Keeps information aids such as time table, road map, hotel guide etc.,

Help in paging a guest,

Maintains a log for guest as well as staff information,

Maintains guest rack alphabetically,

Sell hotel facilities through trained salesmanship,
Sign on lobby departure errand cards in acknowledgement of receipt of room key from a departing
guest.
Report keys not retrieved or lost to the lobby manager and to the front office manager.

Concierge

Although more and more people are becoming familiar with the term concierge, very few know
where this customer-service based profession originated.
The word concierge evolves from the French comte Des cierges, the keeper of the candler, a term
that referred to the servant who attended to the whims (a sudden desire or change of mind, especially
one that is unusual or unexplained.) of visiting noblemen at medieval castles (a large building,
typically of the medieval period, fortified against attack with thick walls, battlements, towers, and often
a moat.).
Eventually, the name concierge came to stand for keeper of the keys at public buildings, especially
hotels. There is even a famous prison in Paris that is called The Conciergerie, in honor of the warden
who kept the keys and assigned cells to the inmates.

So basically concierge is a resident in an apartment building especially in France who serves as

doorkeeper, landlords representative, and janitor.
He is a usually multilingual hotel staff member who handles luggage and mail, makes reservations, and
arranges tours
Concierges are known for their resourcefulness.
Most successful concierges have established an extensive contact of local, regional and national
contacts for a variety of services.

Functions of Concierge :
Typical guest requests handled by a concierge include:
Providing directions and information
Making airplane, theater, train tickets.
Reservations for dining
Arranging for secretarial services
Handling mail and parcel services
Arranging sightseeing tours
Transportation arrangement
Limousine services

Job responsibilities of a Concierge

Job Title
Concierge
Reports To:

Assistant Manager
Guest Service Manager

Job Summary:
Concierge can be called as a man- about- town' or mister- know- it- all', usually resourceful and
knowledgeable about hotel and the surrounding,
Should be equipped with the brochures, travel facilities information, sight seeing, shopping, and other
such things for providing assistance to the guest,
He/she is required to make airlines booking, taxi booking and planning of itineraries for guest
Serves as guests liaison with hotel and non hotel services,
Provides personal approach to guest services.

Functions of Airport Representative / Airport Embassador

Airport representatives
Greet hotel guests at airport
Arrange taxis from airport
Take hotel bookings
Assist departing

Job responsibilities of an Airport Representative / Airport Embassador

Job Title

 Airport Representative / Airport Embassador

Reports To:

Assistant Manager
Guest Service Manager

Job Summary:
To keep informed of hotel rates and facilities,
Keeps informed of local events and practices,
Meets and maintain rapport with airlines counter staff on a continuous basis to generate layover/ FIT
business for the hotel,
Meets the guest/ crew on arrival and liaisons with transport,
Receives VIP guest on arrival and escorts them to the hotel,
Sees off VIP guest at the airport,
Maintain good rapport with custom authorities and helps in quick clearance of VIPs and any other
person as directed by front office manager,
Keeps informed of room position,
Assists hotel VIP guest, in case of excess baggage, ticket reconfirmation and if desired checks in for the
guest at airport in advance.

Bell Desk
Many guests arrive at the hotel with heavy luggage or several pieces of luggage. The major functions of the bell
desk would be as follows:

Transport guest luggage to and from guest rooms

Familiarize guests with the hotels facilities and services, safety features as well as guest room and any
in room amenities.
Provide a secure area for guests requiring a temporary luggage service.
Deliver mail, packages, messages and special amenities to guest rooms.
Help guest to load and unload their luggage
Provide information on hotel services and facilities as well as group functions

Paging

Paging is used to locate a guest in the hotel.

Guests may require this paging service during their stay in the hotel
Sometimes when a guest is expecting a phone call or a visitor but he doesnt want to wait for him in his
room, and either goes to any of the public areas or goes out of the hotel; then in such cases he will
leave the information about his whereabouts at the front desk.
For this purpose he has to fill in a Location Form.
Location form tells about the whereabouts of the guest in case he is not in his room and is expecting a
telephone call or a visitor.
Sometimes this form is kept in the stationary folder in the guest room but more commonly it is with the
front desk.
The receptionist on the guests behalf can fill this in. it is made in duplicate; one copy is kept in the
Key and Mail rack, the second copy goes to the telephone operator.
Paging can be done for a guest whose location is known or for a guest who has not left any location
form.

Job responsibilities of a Senior Bell Captain

Job Title

Senior Bell Captain

Reports To:

Assistant Manager
Guest Service Manager

Job Summary:
Control and supervise the lobby staff,
Train the lobby staff to maximize the departmental efficiency,
Ensure smooth coordination between lobby and front office to facilitate smooth check in and check out,
Supervise the procurement and sale of postage stamp,
Responsible for left luggage room,
Responsible for the safety and security in the lobby,
Ensure that all procedures regarding arrivals & departures are strictly followed by his staff,
Co-ordinates closely with tour leader regarding group baggage handling,
Attend to guest complaint in the absence of lobby manager to ensure prompt action,
Ensure delivery of morning newspaper to the guest room as well as to the executive offices,
Supervise daily briefing conducted by the bell captain.

Job responsibilities of a Bell Captain

Job Title

Bell Captain

Reports To:
Assistant Manager
Guest Service Manager
Senior Bell Captain
Job Summary:
Supervise the movement of bell boys with the help of bell captain control sheet,
Advise the lobby manager periodically on the performance of bell boys,
Handle left luggage formalities and maintain the baggage check room,
Train the bell boys to maximize departmental efficiency,
Organize and supervise check in and check out baggage formalities of guest, groups and crew,
Control the sale of postage stamp and postage stationery to guest,
Maintain record of all guest with scanty baggage and inform lobby manager about them,
Assist security in lobby surveillance,
Conduct daily briefing for bell boys,
Co- ordinate and control the distribution of morning newspaper,
Supervise the storage of essential medicine by the house doctor and be accountable of the issues made,
Keep the lobby area clean all the time,
Keep the baggage of check in and check out guest in the lobby in an orderly fashion at the specified
places.
Co-ordinates with :
a) FRONT OFFICE : to execute efficiently the arrivals and departure formalities.
b) TELEPHONE : to arrange for wake calls especially for airline crew members and groups.
c) SECURITY : to help protect hotel properly and image from undesirable persons.

d) FRONT OFFICE CASHIER : for receiving clearance to remove baggage out of the hotel as a
consequence of guest paying their bills.
e) HOUSEKEEPING : for cleanliness and uniforms.

Job responsibilities of a Bell Boy

Job Title

Bell Boy

Reports To:
Assistant Manager
Guest Service Manager
Senior Bell Captain
Job Summary:

Take the baggage from the car or the taxi in the porch into the lobby and then to the guest assigned
room,
Escort the guest to the room on his arrival,
Place the baggage in the guest room on the luggage rack,
Explain the operation of light/ air conditioning control to the guest and switch them on,
Under instruction from the bell captain bring down the guest baggage from his room at the time of
guest departure ,
Check the departure room to ensure that the guest has not left any articles in the room by mistake,
Switch off the lights and air condition once the departure has taken place,
Obtain clearance from the front office cashier on his errand card regarding the guest bill,
Ensure collection of room key from the guest at the time of check out and after depositing the same at
the information obtain clearance on his errand card from the information assistant,
Check mail message for departing guest at the time of his departure and hand over the same to the
guest,
Take out the guest baggage from the lobby and place it in the car or taxi,
Handle errands requested by guest or the executives,
Handle guest baggage in case of room change,
Distribute newspaper to guest rooms and to executive offices,
Keep an eye on unwanted guests in the hotel,
Keep the lobby area clean at all times,
Attend to instructions of his supervisor,
Deliver guest message to guest room,
Handle and store equipment carefully and appropriately i.e. luggage trolleys& wheel chair,
Report guest with scanty baggage to the lobby manager,
Run errand inside and out side the hotel as may be instructed.

Job responsibilities of a Page Boy

Job Title

Page Boy

Reports To:
Assistant Manager
Guest Service Manager
Senior Bell Captain
Job Summary:

Stations himself at the side of the main door along with the door man; opens and closes lobby door for
the guest and asset them,
Pages guests in the lobby,
Perform errand for the guest as well as for the management,
Performs any other duties as may be assigned, usually all duties of bell boy or porter.

Job responsibilities of a Door Man

Job Title

Door Man/ Commissionnaire / Link Man

Reports To:
Assistant Manager
Guest Service Manager
Senior Bell Captain
Job Summary:
Another member of uniform staff, his place of duty is outside the main entrance of the hotel.

He is responsible for cleanliness of the front entrance of the hotel and area around it, he opens the car
and taxi door for the guest and carries an umbrella in case it is raining, he keeps unwanted visitor away
from the hotel.
At the time of guest departure he collects the luggage out pass before allowing the luggage to go out of
the hotel.

Job responsibilities of a Valet

Job Title

Valet

Reports To:
Guest Service Manager
Senior Bell Captain
Job Summary:
An other member of the uniformed staff in the hotel, his position may be small but is of great
importance.
Basically he is a personal attendant to a guest, his job includes, packing and unpacking of guest
luggage, polishing of shoes, ironing of his cloths and attending to any dry cleaning needs of the guest.
This job is now only found in most expensive hotels as many a guests are more willing to wash small
items of clothing themselves.
In some hotels valet is also known as a person who parks the car of all the guests coming to the hotel.

Cashiers

The cashier has full responsibility for all the cash and settlement of guest account as well as the
supervision of work of the front office cashiers.
The front office cashier is responsible for the opening, preparation and settlement of resident guests
accounts.
They check to ensure that all charges are posted to the guests bills and that settlements are properly
processed.
Front office cashier also administer the safe deposit system of the hotel.
This section is also responsible for exchanging foreign currency.

Job responsibilities of a Cashier

Job Title

Cashier

Reports To:
Assistant Manager
Front Office Supervisor
Job Summary:
He is to receive payment from the guest in settlement of their bills,
Posting of vouchers into the individual bills,
Looking after the safe deposit vault,
Checking the petty cash float, operating and maintaining cash registers and billing machines,
Maintain the visitor tabular ledger, and post guest vouchers into the VTL,
Check the correctness of the bills.

Night Auditor

The night auditor balances the daily financial transactions audit duties include checking and completion
of guest and hotel accounts, the balancing of hotel revenue figures, as well as producing statistics and
summarizes of hotel revenue for management. This task is generally done during the night shift by the
night auditor or by the night shift front office cashier.

Job responsibilities of a Night Auditor

Job Title

Night Auditor / Night Manager

Assistant Manager

Reports To:

Job Summary:

Supervise operation of hotel through the night,

Represent management when decisions must be made during these hours,
Answer inquiries concerning hotel services and facilities and deals with complaints,
Maintain reputation of the hotel by refusing undesirables,
Assists cashier with questions of credit,
Dispatch security officers to investigate disturbance or investigates himself,

Maintains log book noting unusual occurrences,

Receives articles and maintains ledger of articles turned in for lost and found department,
Check function board for accuracy
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 baggage of guests when they are shifting to another room
Distribute news papers
To page guests in the lobby
To report guests with scantly baggage the bell captain
To issue postage stamps against cash.

Operators

Handles all incoming and outgoing local calls and trunk and international calls for both guests and the
hotel management.
The telephone switchboard area or department maintains a complex communications network similar
to that of any large company.
The telephone department may also refer to as private branch exchange or PBX.
Hotel switchboard operators may have responsibilities that extend beyond answering and distributing
calls to the appropriate extension.
When long distance calls are routed, they are priced through the telephone switch.
Charges must be directly posted or relayed to front office for posting to the proper guest account.
Switchboard operators may also place wake up calls, monitor automated systems (such as door alarms,
fire alarms) and coordinate emergency communications.
Operators may also protect guests privacy and thereby contributing to the guest security programme
by not divulging guestroom numbers.

Job responsibilities of a Telephone Supervisor

Job Title

Telephone Supervisor

Assistant Manager
Front Office Supervisor

Reports To:

Job Summary:
Schedule staff to ensure smooth operation,
Train staff to maximize departmental efficiency,
Debit correct phone charges to guest and inform the front office cashier promptly as per procedure
particularly for STD calls,
Check on telephone equipment for efficiency on a periodic basis,
Be a reliever to operators as and when required, to ensure smooth flow of work,

Monitor working habits of operators with particular reference to telephone manners and take corrective
measures if necessary to maintain high standard of service,
Liaise with local govt. telephone authority for necessary licenses, fees and maintenance of equipment,
replacement and rectification of billing order,
Maintain performance records of telephone operators and advice regarding increments and promotions,
Train and counsel the staff in the department,
Brief staff at the beginning of the shift about group, VIP, crew arrivals and departures,
Ensures that concerned department heads are immediately informed in case of emergencies like fire,
accidents, and follow the laid down drill,
Ensures that the staff are punctual and adhere to standing orders and house rules,
Ensures that the list of office and residential address and telephone numbers of all senior personnel is
always available for reference,
Keep a comparative check on guest telephone traffic and house telephone traffic,
Keep a close check on wake calls,
Deal with guest complaints whenever it arises.

Job responsibilities of a Telephone Operator

Job Title

Telephone Operator

Telephone Supervisor
Front Office Supervisor
Duty Manager / Lobby Manager
Assistant Manager

Reports To:

Job Summary:

Extend a warm and courteous telephone service to guest/management and employees of the hotel,
Handle wake up call and ensure prompt and timely service followed by reminder wake call service,
Be familiar with all operational procedures within the department,
Ensure proper use/care, upkeep and maintenance of equipment installed,
Keep the guest information rack, VIP, group, crew list updated at all times,
Responsible for proper and accurate accounting of trunk calls made by hotel officials/guests and
promptly transmit telephone vouchers to front office cashier in case of a guest,
Use proper and distinct pronunciation in order to make one selves audible and easily understood. Be
expressive than impressive,
Maintain speed and accuracy when connecting all incoming and outgoing calls,
Avoid interruptions,
Brief the next shift operator regarding all pending works to be done,
Avoid transferring calls too many times,
Sense mood of the caller when dealing with him.

Job responsibilities of a Telex Operator

Job Title

Telex Operator

Telephone Supervisor
Front Office Supervisor
Duty Manager / Lobby Manager
Assistant Manager

Reports To:

Job Summary:

Extend telex services to guest and management.

Dispatch all outgoing telexes promptly and enter the necessary details in the records.
Receive all incoming telexes, record them and dispatch them to concerned people immediately.
Ensure proper upkeep and maintenance of equipment installed.
Prepare a voucher for guest telexes and sent it to the front office cashier with the help of a bell boy so
as to avoid late charge.
Keep a proper record of all telexes sent.
Attend to guest complaints regarding telexes immediately to ensure guest satisfaction.

Business Centre

This section of the front office provides for all secretarial needs of the guest such as photocopies, faxes,
binding, web browsing, etc.
A small meeting/conference room may also be the part of the business center for use of the guests. This
is manned round the clock and is easily accessible to the guest.

Job responsibilities of a Business Centre Associate

Job Title

Business Centre Associate

Front Office Supervisor

Duty Manager / Lobby Manager
Assistant Manager

Reports To:

Job Summary:
Receive incoming telephone calls and answer the calls for virtual and office clients in a pleasant
professional, courteous manner and take/provide accurate informative messages as needed.
Maintain Center appearance, organization, common area inventories ( copier rooms, conference rooms,
reception etc)
Keep clients updated of the activities and events at the Business Center to adequately answer questions.
Screen and direct incoming calls to the persons concerned in the Business Center/organization.
Update calendar of important upcoming events/holidays and maintain/update the phone lists that
include confidential/emergency contact numbers and other important information.
Establish and maintain effective working relationships with employees, supervisors, clients, and the
public.

Travel Desk

Travel desk is in-charge for all guest needs such as car rental, ticketing and itinerary planning.
Hotel may sometime outsource these services to an external agency.