Front Office procedures

Hotel- Hotel is a place where a bonafide traveler can get food and shelter
provided he is in a condition for pay for it and in a fit condition to be received.

Personal Hygiene & Grooming

The welcome look for lady Team.

1. Hair Styling.
A. Hair must look clean and shiny at all times.

B. Hair should be proper tied and covered wit

hair net.
C. Hair that falls below the shoulders in length
must be made into a French roll.
D. vary short hair must be trimmed every fifteen
to twenty days.
2. Face
A. Eyebrows should be neatly shaped.

B. The upper lip and chin areas should be

kept clean at all times.

C. The entire face should be bleached once

a month to ensure a clean look and after
the age of twenty facial must be
done consistently every twenty days to
ensure a healthy, glowing skin
3. Mouth Wash.

A .Mouthwash freshener must be used

Regularly, particularly after a meal,
lady smokers must safeguard the whiteness
of their teeth.
B .Raw onions or dishes heavily spiced
with garlic, are not to be consumed
during duty hours, in order to avoid
bad breath.

4. Body deodorant

Your working conditions necessitate close contact with guests and fellow
team members and therefore, the regular use of deodorant is essential.
5. Hands
A. Hands must be regularly manicured and must a clean and elegant look at all
the times.

B. Fingernails should be filed and kept clean.

C. The length of fingernails must not exceed 4 mm beyond the fingertips.

D. Nail polish during duty hours must be restricted to the specified color for
your particular skin tone.
6. Accessory guidelines for lady team members.

1. Dangling earrings should not be worn during the

day. Only one ear stud can be worn in each ear.
2. Only nose studs can be worn. Nose rings are not
allowed.
3. One ring in each hand is acceptable.

4. A bangle or bracelet on each hand is permitted.

5. A single string of pearls, a gold chain, or a
mangalsutra around the neck are acceptable.
6. Anklets are not allowed during working hours.
toe rings are not allowed.
7. Key rings strung on any part of a person are not
acceptable.
7.Uniforms for lady team members.
1. Uniforms should always be clean and properly ironed.

2. The nameplate, for those who are required to wear it, should be pinned
four inches below the shoulder, on the left hand side.

3.The saree pleats are to be two inches below the west when pleated and
pinned.
4. The saree should be one fourth of an inch above the floor when tied.

5. All pleats must be pinned.

6. The blouse should be long sleeved, extending up to one inch above the
elbow.
7. The sari pallav length must extend to the lower part of the back of the
knee.
8. Must wear black shoes with a half or one inch heel.
The welcome look for Gentlemen Team Members.
1. Hair
1. Hair must be cut every twenty days.
2. Dandruff in the hair should is to be avoided at all costs. Anti-dandruff
shampoo can be used once a week.
3. Unruly hair should be kept in place and off the forehead, by using hair
preparation like hair gel.
4. If the hair is to be dyed, this must be done professionally by consulting
a hair dresser on the most appropriate color tone to be used.(Black)
5. Gel can be smoothened on for a groomed and neat look.
6. The hair must be cut in a neat, natural style.
7. Hair must be cut, so that it does not extend beyond, or cover any part
of the ears. Hair sticking out or over the shirt collar is not acceptable.
8. Putting the hair behind the ears is unacceptable.
3. Mouth Wash.

4. Body deodorant

5.Conduct
1. In guest contact area picking of the teeth or
nose are not allowed.
2.During duty hour’s paan chewing, eating paan masala, supari,
chewing are prohibited.
6. Uniform
1. The uniform should always be clean and
well ironed.
2. Shirts and trouser must be well laundered,
with clean collars and cuffs

3. The coat must be properly ironed and brushed,

with the name tag in an upright readable position.

4. The socks should be black in colour and of a

plain design and should be change daily.

5. The buttons on shirts and blazer should not be

Loose and blazer buttons must be well polished.

6. Shoes must be in black colour and well polished.

Type of Hotel

1. Down Town Hotel

2. Suburb Hotel
3. Motel Hotel
4. Resort Hotel
5. Transit Hotel
Reasons of Traveling

47% Of all guest are on vacation

23% Are attending a conference
17% Are transit business travelers
9% Are For personal or family reason
3% Are government personnel
1% Are involved in a job
Role of Front office personnel in Hotel
A. Salesman
B. Solving problem
C. Source of information
D. Coordinator
E. Image building.
Job list front Desk staff
1. Wear proper uniform
2. Punch
3. Occupancy status
4. Greet Guest
5. Determine Guests need
6. Check in Guest
7. Post all charges
8. Handel messages for guests.
9. Answer telephone within three rings.
10. Check out Guests
11. Collect guests out going mail
12. Complete maintenance log book
13. Control and Inventory room Keys
14. Maintain all the registers according to the requirements.
15. Take room reservations.
16. Healthy relation with all the departments.
17. Complete knowledge about Product.
18. Communication

Job Description of Front Office Personnel

Job position: Front office Manager

Responsible to: General Manager

Job Definition: To create optimum room sales and goodwill towards the
hotel through efficient and courteous service.
Duties & Responsibilities
a. To train front office staff
b. To control group and individual reservations to ensure maximum occupancy.
c. To co-ordinate with the sales departments for sales promotion.
d. To maintain good relations with present and prospective clients.
e. To control day to day credit given to guest.
f. To co-ordinate with other department so that the total activity contributes to
ultimate satisfaction of guest.
g. To send out periodic statistical data to the concern department.
h. To attend meetings and also to conduct department meetings.
i. Supervise front office personnel.
Job position: Asst. Front office Manager
Responsible to: General Manager/FOM

Job Definition: To sales rooms to optimum capacity and ensuring

maximum revenue.

Duties & Responsibilities

1. To help and assist the front office manager
In organizing and running the department.
2. To be warm, friendly, and courteous to guest.
3. To make and monitor the time schedule of the departmental staff.
4. To supervise the information /reception counter.
5. To check VIP Rooms.
6. To attend departmental staff meeting.
7. To departure for the FOM or in
his absence or where ever required to do so
8.Supervise all shift staff and operationally the Lobby staff too.
Job position: Guest Relations Executive
Responsible to: General Manager/FOM

Job Definition: To project a hospitable and

Cordial image of the company and to be warming
courteous and helpful to the guests.
1.Duties & Responsibilities
a. To greet guests on arrival and provide timely assistance at check
in point.
b. To assist all VIPs for expeditious check in at the hotel and escort
them to their rooms. Wherever possible to ensure that registration
formalities are completed before arrival. Also advice the General
Manager of all VIP arrivals.
c. To assist Lobby Manager with all Group arrivals to expedite
check in formalities, baggage handling etc.
d. To personally inspect all room blocked for VIPs and take
corrective action trough Department Heads.
e. To ensure though the Front Office Manager that all room
requiring special guest stationery and fruits are provided with
these facilities prior to check in.
f. To call on at least 10 VIPs and 5 non-VIP guests on a daily basis
to check if they are comfortable and render assistance wherever
possible. Also to maintain personal contact with important and
regular guests in the hotel.
10. To report on a weekly basis all views, comments/ suggestions of
guests whom GREs may meet.
11. To assist the Front Office Manager in the proper maintenance of
Guest History cards.
12. To assist guest immediately if they have any problem with hotel
services
13. To prepare guest history guest for VIPs checked in or checking
out of the hotel
14. To pay particular attention to the special request on rooms,
services and complains of house guests.
15. To assist VIPs and all other guests in confirming hotel
accommodation at next destination.
Job position: Reservation Assistant
Responsible to: AST. FOM/FOM

Job Definition: To attend the guests courteously and warmly and deal
promptly with their room reservations.

Duties & Responsibilities

1. To courteously and promptly handle all reservations requests on

the telephone and by mail.
2. To constantly update the reservation register.
3. To type out advance reservation slips and to maintain reservation
racks.
4. To assist in the training of new staff in the department.
5. To file systematically all reservation’s correspondence.
Job position: Reception Assistant.
Responsible to: AST. FOM/FOM

Job Definition: To attend the guests courteously and warmly and deal
promptly with their room reservations and related queries.

Duties & Responsibilities

1. To have detailed information regarding arrivals and departures.
2. To have up-to-date daily room occupancy.
3. To check on VIP reservations and complete their per registration
formalities.
4. To allocate rooms to all arriving guests.
5. To maintain up- to-date information on current room rates.
6. To type out guest folios with necessary details.
7. To coordinate with house keeping for cleaning of rooms.
8. To prepare all relevant daily, weekly and monthly reports.
9. To attend all calls within three rings.
Job position: Lobby Manager/Executive/HOD
(Night)
Responsible to: G.M./FOM

Job Definition: Responsible for the smooth functioning of the entire

hotel at night.
Duties & Responsibilities
1. To take rounds of the entire hotel to ensure smooth operations in all areas.
2. To ensure compliance with the unit and corporate policies with regard to
lobby administration.
3. To promote sales and develop business contacts for the hotel and the
company.
4. To assist Front Office cashier and night auditor.
5. To act as a Liaison between the guest and the hotel.
6. To coordinate with related departments such as House keeping, Engineering
and Laundry etc.
7. To take corrective action on any service breakdown in the hotel.
8. Supervise entire hotel during the night.