3013 HOSPITALITY OPERATION MANAGEMENT 1.0 INTRODUCTIONFront office department is the most important department in a hotel as it is thefirst place where guests arrive and come in touch with the staff. Thus, it is wherea 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 backbone as well as the “nerve center” of a hotel operation which is an interfacebetween a hotel and its guest and also, where all the information and messagesare communicate to the different department or personal.Front office department operates 24 hours a day. The workload for the frontoffice employees is 40-hour weekly in most hotels. There are three main shifts infront 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 whichcarry out one or more duties. Basically front office department is divided intoreception, information, cashier, reservation, telephone operator and bell desksections depending upon the size, capacity and standard of the hotelestablishment.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 asguest cycle in whole.
GHOP 3013 HOSPITALITY OPERATION MANAGEMENT2.0 CONTENT2.1 DUTIES OF FRONT OFFICE PERSONNEL1.Front Office Manager-Direct and coordinate the activities of the front office department-Perform the function of a link between the management and front officeemployees-Responsible for hiring, training, supervising and disciplinary all frontdesk, reservation, and guest services staff members in order to maintain