The Front Office Function Of A Hotel Tourism Essay

The app bent motion situation Function Of A Hotel touristry EssayThe bowel movement section function of a Hotel is to act as the public face of the hotel, primarily by greeting hotel patrons and checking in invitees. It in like manner provides imagineenanceance to lymph glands during their stay, completes their accommodation, food and drunkenness, accounts and receives stipend from lymph glands. FRONT OFFICE is the nerve sum total in the entire hotel operations. All the transaction passes through within this subdivision. The Front region plane section comprise of the Reception, lymph node Service Offices, Bell Services, Reservation, Operators, administrator Club, Health and Recreation Center and logical argument Center.The purpose of the Front Office plane section is to provide lymph glands assistance with luggage, transportation, info concerning the hotel and the city, and any other inspection and repair arrangements needed during their stay. Employees of the Front Office Department often provide the start-off and last impression of the hotel to our guests. It is therefore vit entirelyy important that employees display a prompt and genteel attitude to every last(predicate) guests and demonstrate the excellence in value.The Front Office Manager who comes under the shoot for supervision of the director of get ons and supervises the Front Office Department. Important of Front Office Department to the Hotel Hospitality, warm welcome. Often provide stolon and last impression. Often necessitate longest contact with guest. Continuity long term go, recognition of repeating guests, remember names, guest histories. Acquaint guest with hotel. Sell hotel food and beverage outlets.1.0 Question 11) Front Office or Front desk (reception) is the starting line impression for lodging establishment. Explain in detail about the depute and responsibility of the followingFront Office Manager, Assistant Front Office managerFront Desk Representati ve Night AuditorCashier Reservationist knell OperatorSupport your answer by giving a Front Office organization chart adapted from a sm in altogether Hotel, middle size Hotel and large Hotel.1.2 THE TASK AND RESPONSIBILITY1.2.1 FRONT OFFICE passenger vehicle mull synopsisTo manage trend of the house operations of the hotel ensuring that the highest salutaryhead-worn of service and the best possible guest experience is main(prenominal)tained. Be accountable of establishing and maintaining professional relationship with hotel guests and patrons.DUTIES RESPONSIBILLTIESManage operation of the Front desk including Cashier. Besides that, go over that policies and procedures be complied with the highest standard of service and guest satisfaction. Review room availableness status, room blockage and special begs on a daily bottom through scoreing closely with Reservations Manager and liase on in tout ensemble groups and garment movements. Monitor open and close on day status to increase room revenue and demonstrate the concept of yield management. encounter that cipher and cost effectiveness at the Front Desk is turn overd. Other than that, work with housework and Engineering on daily operations regards to guestroom status. Handle guest complaints and followup compliments. Review Front Desk Logbook daily to monitor all activities. Review all VIP room blocking. handle and pick out all Front Desk lag to learn that the best guest experience is provided. Familiarize with Front Office policies and procedures and special rate programs. Participate morning briefing, or organize good afternoon hand-over briefing daily and disseminate nurture to Reception team as soon as possible. Greet guests as time permits at mansion house and assists Receptionist during busy period. Chair monthly Reception meeting to review mathematical operation discuss existing problems for improvement. Approve duty roster prepared by Chief Receptionist and revise if necess ary. Always conduct your job with concern for the milieu and its resources. Where practical and possible, REDUCE use of items, RE-USE whenever possible, and RECYCLE those items that spate be. Perform all duties, other than the above as requested by the hotel policies and/or his/her direct supervisor.1.2.2 ASSISTANT FRONT OFFICE MANAGERJOB abridgment subcontract purpose of Assistant Front Office Manager is to provide focus and leadership as the Asst. Front Office Manager, ensuring the delivery of consistent forest customer service.DUTIES RESPONSIBILLTIESAssist in the day-to-day operation of the hotel front military position.Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit levels. Assign, coordinate, and supervise work activities of Front Desk Agents. Ensure work is completed to include, shift closings, room deposits, refunds and rebates. They also must tra in and develop Front Desk Agents. Prepare plying schedules, complete payroll, and monitor labor be to budget figures. Prepare and conduct Front Desk meetings and split up issues. Besides that, arrange house counts and review daily arrivals, identify potential problems with dwell activity and construct appropriate action. tolerate information and direction to round to achieve 100% occupancy. Review and resolve dispute accounts and Housekeeping discrepancies and prepare a shift briefing to communicate activities, short take training, and any problems and/or special information to the next shift. Perform check-in and out procedures. Lastly, take personal responsibility for correcting customer service problems.1.2.3 FRONT DESK REPRESENTATIVEJOB SUMMARYJob purpose of Front Desk Agent is to perform all desk related functions including but not limited to checking guests in and out, making room reservations, giving recommendations, and providing directionsDUTIES RESPONSIBILLTIESPro vide quotes for room rates and up-sell the guest when possible and assist in coordinating the Front Desk and the Housekeeping Department. Verify that the correct charges and credit are posted to the corresponding guest folio and collect payment for charges on the guest folio. Besides that, ensure all gold and cash equivalents are accounted for and balanced at the beginning and end of each work shift. Responds to guest inquiries. Provide administrative, reception and program support to management and round .Manage phone activity including providing general knowledge to callers. Manage walk-in traffic. brand in guests as needed. Smile and greet customers in a take manner. Lastly, they also must register and assign rooms to guest and resolve guest complaints within scope of authority otherwise refer the exit to the management.1.2.4 NIGHT AUDITORJOB SUMMARYResponsible for reconciling hotel paperwork, scorecard to guest accounts, closing the day, greeting all guests in a pleasant, courteous and enthusiastic manner while registering guest information and settling guest accounts for the Hotel.DUTIES RESPONSIBILLTIESAudit hotel paperwork to ensure the day has balanced Posts room charges and taxes to guest accounts. then they must, verify all account postings and balances. Verifies all hotel paperwork is correct and balanced. Runs preliminary reports. Processes no shows and close of day. Stocks the front desk with daily supplies. Besides that, register arriving guests while implementing TRC service standards. Settle guest accounts with the ability to make good business decisions regarding discounts. must(prenominal) be knowledgeable in making reservations. Greet guests and provide threshold service and bell/valet service when needed. Ability to operate multi-line phone. Provide guests with information on local attractions. Resolves or refers to Management all guest concerns, complaints or suggestions in a continuous effort to provide gilt-edged guest service. Remains current on room rates, room availability and emergency procedures. Remains current on groups and property events.Direct work flow of Guest Service Attendants regarding guest luggage and amenity needs. Furthermore, ensures management is aware(p) of guest special requests or needs. Ensures guests profiles are properly noted in the Micros Property Management System for action by the appropriate hotel department prior to check-in. Maintain appearance standards as outlined in departmental and TRC policies. Provide information and explain Players Club benefits, property amenities trade programs to our guests. Provide courteous service to our guests and be cordial to all squad Members. Lastly Communicate effectively both orally and in report and. Maintain a good attendance record.1.2.5 CASHIERJOB SUMMARYReceive and disburse money in establishments other than financial institutions. usually involves use of electronic scanners, cash registers, or related equipment. Often con cern in processing credit or debit card minutes and validating checks.DUTIES RESPONSIBILLTIESReceive payment by cash, check, credit cards, vouchers, or ego-activating debits.. Compile and maintain non-monetary reports and records.. Monitor checkout stations to ensure that they allow adequate cash available and that they are staveed appropriately. Post charges against guests or patients accounts. head customers carry-out service at the completion of transactions. Answer customers questions, and provide information on procedures or policies. Cash checks for customers. Weigh items sold by weight in order to determine prices bag, box, wrap, or gift-wrap merchandise, and prepare packages for shipment.Sort, count, and wrap specie and coins. Process merchandise returns and exchanges. Pay company bills by cash, vouchers, or checks and request information or assistance using paging systems. Stock shelves, and tell prices on shelves and items. Calculate total payments received during a time period, and bow this with total sales. Compute and record totals of transactions. Sell tickets and other items to customers. Keep bimonthly balance sheets of amounts and numbers of transactions. Issue receipts, refunds, credits, or change due to customers lastly, count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.1.2.6 RESERVATIONISTJOB SUMMARYA reservation agent serves an important role in providing information to customers by use of mobilise and other communication media. Reservation agents can be employed by various agencies involved in reserving travel places for travelers. The information that agencies provide relates to fare details, tours, schedules, meals, and other important issues that affect clients. Reservation agents can book places for the client through online transactions. As such, they must be well equipped with computer skills. Reservation agents can contact clients through telephone conversation and back them up with a variety of reservation packet on computers. The agents work on schedules that vary greatly with shifts that ensure that the directions offices are open 24 hours a day.DUTIES RESPONSIBILLTIESGiving answers to enquiries by clients and advising them accordingly regarding bookings and reservations. Assisting customers who encounter problems in obtaining booking or operating self service equipment and walking around with clients and ensuring that they secure whatever services they are in need of. Ensuring that clients endure access to various services without a hitch. Getting information about areas of interest in order to backside more clients in particular seasons. Lastly making arrangements for clients travel programs. lot clients to fill in reservation forms.1.2.7 TELEPHONE OPERATORJOB SUMMARYTelephone operator job is to answer telephone calls, greeting callers with a positive, clear voice, reply general questions about the hotel and transf erring callers to other departments.DUTIES RESPONSIBILLTIESThis individual go forth create relationships with the guests that lead to Renaissance and property loyalty. This individual serves as the main point of contact for all guest requests and needs.The individual is responsible for answering calls, recording the guest requests and then pursuing the issue to a closing and then, .the individual must exhibit courteous hospitality at all times and fully own each guest issue. When in communication with the guest, the individual must be proactive in every area, including religious offering accessal services. Lastly, most importantly, the individual must coordinate the response to the guest issue and then follow-up with the guest to ensure satisfaction with the result.1.3 resultAs conclusion, this assignment to know unalike organizational structures in hotels, update and develop procedures necessary to practice in all aspects of fire, health and resort in the hotel workplace, pr oviding effective leadership in the role of receptionist, inform and discipline trainee receptionist in a positive attitude to the responsibilities and duties of front office, an overview of job opportunities and progression, go through job descriptions and process applications.Small hotelMedium hotelLarge hotel2.0 QUESTION 22) Front office staffs must have certain skills to attract guests during the offset printing impression. Write about Front Office staff skill in guest relations.2.1 INTRODUCTIONThe Front Office Department comprise of the Reception, Guest Service Offices, Bell Services, Reservation, Operators, Executive Club, Health and Recreation Center and Business Center. The purpose of the Front Office Department is to provide guests assistance with luggage, transportation, information concerning the hotel and the city, and any other service arrangements needed during their stay. Employees of the Front Office Department often provide the first and last impression of the ho tel to our guests. It is therefore vitally important that employees display a prompt and courteous attitude to all guests and demonstrate the excellence in service.2.2 FRONT OFFICE STAFF readinessFirstly, the front office staff should have a good personality, well dressed and neat. Individuals who well dress suggest power and status therefore, the first impression is only part of creating a positive relationship between the hotel and the customers. According to Fitzsimmons and Fitzsimmons (1998 1994) presented that the front office staff must present an spic-and-span outward appearance to customers.Secondly, the staff should be competent. They should know basic harvest-tide knowledge, type of rooms and hotel facilities in the hotel. As Binham Lampola Murray (1982 17) suggested that front office staff should know many types of rooms and explain each type of rooms which are single rooms, double rooms, twin rooms, suites, connecting rooms and adjoining rooms.Thirdly, the guests wh itethorn have different accents in English and some words are difficult for front office staff to understand due to the different countries, particularly, for the reservations or the operators who deal with customers by phone. fair and Beckley (1988) mentioned that front office staff should use alphabetic system which is similar to the system that used by travel agents and airlines. Tanpipat (1994) suggested an alphabet to be used, for example, M for Mike, N for Nancy, P for Peter. Moreover, White and Beckley (1988 51) pointed out that when telephone operators answer the telephone, they should identify themselves, announce the name of the hotel, with the addition of Good morning or Good evening with the appropriate intonation. The excess words, May I help you? will give the impression of willingness to serve, which is all important in hotel.ConclusionIn conclusion, front office staff should make their guests happy and satisfied. As keys to the guest satisfaction driver, the front o ffice staffs are critical to the continued success of the hotel. They offer constant guest interaction, with the most diverse operating exposure in the hotel. The important thing, the front office staff will also reflect the image of the hotel to the customers and they have a keen sense to anticipate the guests, needs and exceed their expectations.