Page 166 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Unit 6: Technology for Customer Relations

 Reservations Notes
 Reception
 Enquiries
 Bill office
 Cashier
 Guest relations
 Meaning and Concept of Front Office
The front office is the nerve centre of a hotel. Communication and accounting are two of the
most important functions of a front desk operation. Effective communications —with guests,
employees, and other departments of the hotel—are paramount in projecting a hospitable image.
Answering guest inquiries about hotel services and other guests, marketing and sales department
requests for information on guest room availability, and housekeeping department inquiries
concerning guest reservations are but a few of the routine tasks performed almost constantly by
a hotel front desk in its role as communications hub. Accounting procedures, involving charges
to registered and non-registered hotel guest accounts, are also very important in the hospitality.
Itemized charges are necessary to show a breakdown of charges if a guest questions a bill.

Did u know? It is the most important department of the hotel. The main function of this
department is to give warm welcome to the guest. It helps to create good image in front of
the guest. This is the first department where guest comes in contact with. It generates the
maximum revenue for the hotel as it sells room to the guests. This also includes sub
departments like reservation, Bell desk, and Information desk. It also provides some
facilities like concierge service to the guest.
The services for which fee is charged are available 24 hours a day in a hotel property. Moreover,
because guests may want to settle their accounts at any time of the day, accounts must be current
and accurate at all times. Keeping this data organized is a top priority of good front office
management.

Figure 6.2: Front Office Department in a Hotel

Front Office Manager

Asst.Front Office Manager

Manager (Reservation) Manager (Lobby) Manager (Night Duty)

Reservation
Assistant G.R.E

Senior Bell Captain, Senior Receptionist,
Porter, Doorman, Jr. Receptionist, Bill
Page Boy Clerk, Cashier

Source: “Front Office Operations”(2011),(P-11), Excel Books Pvt. Ltd.

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