Front Office Staff - Duties and Responsibilities
Duties and Responsibilities of the Front Office Staff in a Hotel.
Front Office Manager:
1. He is the most senior staff of the Front Office Department
2. He makes sure that the front office department is running and functioning smoothly
3. He sees that the staff is well groomed, in proper uniform and is coming on time
4. He makes sure that the guests coming and going in the Front Office lobby are satisfied with the environment and their queries are being solved.
5. He is entirely responsible for everything that goes in the Front Office.
6. He deals with the guest complaints too.
7. If other front office staff can't handle guest queries or have any other problem regarding the hotel, Front Office manager then has to present there and handle the situation.
Front Office Lobby Manager:
1. He ensures that all the rooms are blocked for booking as per reservation requests
2. He keeps a check on the room position, whether they are available for booking, reserved or in maintenance.
3. He makes sure that the guest's queries and complaints are followed up and solved.
4. He ensures the smooth running of the Front Office lobby
5. He sends the C forms to the FRRO (Foreigner Regional Registration Offices).
6. He also checks House Keeping reports and pre-registration cards
7. He takes action to all the unusual lobby activities like fire, accidents, etc.
Front Office Cashier:
1. He operates the Front Office accounting equipment like account posting machine.
2. He completes the procedure of guest's check-in.
3. He handles the money given during the check-in procedure and paid outs
4. He manages the accounts of guests and makes account adjustments
Night Auditor
1. He has the responsibility to verify all account postings and balances.
2. He can function as the Front Desk Agent (For Check In and Check Out Procedures)
3. He has the responsibility for performing WAKE UP CALLS.
4. He has the knowledge of auditing, balancing, and closing out accounts.
5. He has the responsibility of verifying that the rates of the rooms are correct and posts those rates to the accounts of the guest. He also posts taxes to guest accounts.
Bell Boy
1. He is responsible for the guest's luggage or baggage.
2. He moves the guest's luggage or baggage to their assigned rooms when the check-in procedure completes
3. He also moves back the luggage or baggage from guest's rooms when the guest checks out to their desired place like in their car trunk
4. He also makes sure that the guest has not left any article in their rooms and if they did, then he informs the guest about that and gives it back to them.
Senior Bell Captain
1. He is the head of the Bell Boys and Bell Captain.
2. He makes sure that the Bell Boys are coming on time and are well groomed.
3. He trains the Bell Boys and Captains assigns them different tasks.
4. He takes stock of guests luggage, parcels or any other material.
5. He is responsible for the proper flow of sending newspapers and magazines to the guest rooms as per request.
6. He assists the crew for proper functioning and also for performing wake up calls.
7. He has a thorough knowledge about the localities around the hotel like nearest mall, railway station, shops, airline offices etc.
Reception Supervisor
1. He trains all the Front Office assistants on duty.
2. He makes the duty roster for the staff.
3. He welcomes the VIP guests and makes sure that they are satisfied with the Front Office environment and service.
4. He assists the Front Office staff.
5. He overall maintains the records of the Front Office reception.
6. He ensures that the Front Office reception is smoothly running.
7. He provides the stationary items to the Front Office reception and Staff.
Reception Assistant
1. He assists the Reception Supervisor.
2. He sends the messages to the guests.
3. He completes the formalities of pre-registration for the VIP guests.
4. He updates the Room Rack regularly.
5. He executes the Government Formalities and Procedures for Foreigners.
6. He registers the guest and assigns them rooms as per the check-in information.
Reservation Supervisor
1. He helps the reservation assistant for calls, reservation information, and courses.
2. He supervises the staff under her and trains them.
3. He monitors the movements of VIP and informs all the concerned information to the Front Office and other departments for the Hotel for service.
4. He handles conference and group booking
5. He monitors the room status and keeps Front Office informed.
6. He also informs the information regarding room status and updates it regularly
7. He maintains the coordination with the Reception, Information, Sales and Marketing Departments and Tour Operator of the Hotel
Reservation Assistant
1. He regularly updates the status of room and reservation chart.
2. He works under Reservation Supervisor and performs the task given by him.
3. He makes sure that the reservation correspondents are up to date.
4. He handles all the reservation requests as per guided.
Front Office Manager:
1. He is the most senior staff of the Front Office Department
2. He makes sure that the front office department is running and functioning smoothly
3. He sees that the staff is well groomed, in proper uniform and is coming on time
4. He makes sure that the guests coming and going in the Front Office lobby are satisfied with the environment and their queries are being solved.
5. He is entirely responsible for everything that goes in the Front Office.
6. He deals with the guest complaints too.
7. If other front office staff can't handle guest queries or have any other problem regarding the hotel, Front Office manager then has to present there and handle the situation.
Front Office Lobby Manager:
1. He ensures that all the rooms are blocked for booking as per reservation requests
2. He keeps a check on the room position, whether they are available for booking, reserved or in maintenance.
3. He makes sure that the guest's queries and complaints are followed up and solved.
4. He ensures the smooth running of the Front Office lobby
5. He sends the C forms to the FRRO (Foreigner Regional Registration Offices).
6. He also checks House Keeping reports and pre-registration cards
7. He takes action to all the unusual lobby activities like fire, accidents, etc.
Front Office Cashier:
1. He operates the Front Office accounting equipment like account posting machine.
2. He completes the procedure of guest's check-in.
3. He handles the money given during the check-in procedure and paid outs
4. He manages the accounts of guests and makes account adjustments
Night Auditor
1. He has the responsibility to verify all account postings and balances.
2. He can function as the Front Desk Agent (For Check In and Check Out Procedures)
3. He has the responsibility for performing WAKE UP CALLS.
4. He has the knowledge of auditing, balancing, and closing out accounts.
5. He has the responsibility of verifying that the rates of the rooms are correct and posts those rates to the accounts of the guest. He also posts taxes to guest accounts.
Bell Boy
1. He is responsible for the guest's luggage or baggage.
2. He moves the guest's luggage or baggage to their assigned rooms when the check-in procedure completes
3. He also moves back the luggage or baggage from guest's rooms when the guest checks out to their desired place like in their car trunk
4. He also makes sure that the guest has not left any article in their rooms and if they did, then he informs the guest about that and gives it back to them.
Senior Bell Captain
1. He is the head of the Bell Boys and Bell Captain.
2. He makes sure that the Bell Boys are coming on time and are well groomed.
3. He trains the Bell Boys and Captains assigns them different tasks.
4. He takes stock of guests luggage, parcels or any other material.
5. He is responsible for the proper flow of sending newspapers and magazines to the guest rooms as per request.
6. He assists the crew for proper functioning and also for performing wake up calls.
7. He has a thorough knowledge about the localities around the hotel like nearest mall, railway station, shops, airline offices etc.
Reception Supervisor
1. He trains all the Front Office assistants on duty.
2. He makes the duty roster for the staff.
3. He welcomes the VIP guests and makes sure that they are satisfied with the Front Office environment and service.
4. He assists the Front Office staff.
5. He overall maintains the records of the Front Office reception.
6. He ensures that the Front Office reception is smoothly running.
7. He provides the stationary items to the Front Office reception and Staff.
Reception Assistant
1. He assists the Reception Supervisor.
2. He sends the messages to the guests.
3. He completes the formalities of pre-registration for the VIP guests.
4. He updates the Room Rack regularly.
5. He executes the Government Formalities and Procedures for Foreigners.
6. He registers the guest and assigns them rooms as per the check-in information.
Reservation Supervisor
1. He helps the reservation assistant for calls, reservation information, and courses.
2. He supervises the staff under her and trains them.
3. He monitors the movements of VIP and informs all the concerned information to the Front Office and other departments for the Hotel for service.
4. He handles conference and group booking
5. He monitors the room status and keeps Front Office informed.
6. He also informs the information regarding room status and updates it regularly
7. He maintains the coordination with the Reception, Information, Sales and Marketing Departments and Tour Operator of the Hotel
Reservation Assistant
1. He regularly updates the status of room and reservation chart.
2. He works under Reservation Supervisor and performs the task given by him.
3. He makes sure that the reservation correspondents are up to date.
4. He handles all the reservation requests as per guided.
Comments
Post a Comment