3013 HOSPITALITY OPERATION MANAGEMENT
1.0 INTRODUCTION
Front office department is the most important department in a hotel as it is the
first place where guests arrive and come in touch with the staff.
Thus, it is where
a guest develop an imporession about the level of service of the hotel. It is the
“show case window” of a hotel which reflects the image of a hotel. It is the back
bone as well as the “nerve center” of a hotel operation which is an interface
between a hotel and its guest and also, where all the information and messages
are communicate to the different department or personal.
Front office department operates 24 hours a day. The workload for the front
office employees is 40-hour weekly in most hotels. There are three main shifts in
front office department, which are Morning – Day shift (7.00a.m. – 3.00p.m.), Day
– Evening shift (3.00p.m. – 11.00 p.m.) and Night shift (11.00p.m. – 7.00p.m.).
The front office may be divided into more than one section, each of which
carry out one or more duties. Basically front office department is divided into
reception, information, cashier, reservation, telephone operator and bell desk
sections depending upon the size, capacity and standard of the hotel
establishment.
Most likely, the guest cycle consists of four main stages: pre arrival, arrival,
occupancy, departure.
These stages are work in a cycle so these are known as
guest cycle in whole.
GHOP 3013 HOSPITALITY OPERATION MANAGEMENT
2.0 CONTENT
2.1 DUTIES OF FRONT OFFICE PERSONNEL
1.
Front Office Manager
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Direct and coordinate the activities of the front office department
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Perform the function of a link between the management and front office
employees
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Responsible for hiring, training, supervising and disciplinary all front
desk, reservation, and guest services staff members in order to maintain
