HOTEL MANAGEMENT

1. FRONT
OFFICE
DEPART-
MENT
RESERVAT-
ION
SECTION
BUSINESS
CENTRE
CONCIERGE
DESK
COMMUNI-
-CATION
LOBBY
TELEP--
HONE
TELEX FAX
INFORMAT-
ION
CHECKIN
PORTER
LODGE
BILLS &
CASH
DOOR
AREA
LOBBY
ELEVATOR
PARKING
AREA
LUGGAGE
HANDLING

2. Front office is a business term that refers to a company's departments that meet clients,
counting the marketing, sales, and service departments. The Front Office role of a Hotel
is to act as the public face of the hotel, primarily by greeting hotel patrons and checking
in guests. It provides assistance to guests during their stay completes their
accommodation, food and beverage, accounts and receives payment from guests.
The first hotel employee who comes in contact with most guests when they arrive is
members of the uniformed service, division of the front service. The first impression is
very important. Always with an eye towards total guest satisfaction, the initial greeting
begins the process of establishing a favorable impression of the hotel.
Front Office Department is typically composed of 1) Reception 2) Business centre 3)
Concierge 4) Communication 5) Lobby
Front Desk Supervisor: supervise the front desk procedure that include check-in and
checkout, assist the group coordinator, and prepares monthly weekly reports of employee.
1) Reception :
It supervise and administer all the operations of the reservations area. The person
responsible must assure that all reservations, both group and individual, are recorded.
2) Business centre :
• Provide general secretarial services as well as re-conformation & ticket
handling.
• Provide high level of secretarial service, e.g. typing & word
• Assist guest to make Long distance call & Fax handling.
• Maintain adequate stocks of office supplies.
• Provide information on the import and export business and trading to
guests as requested.
• Adopt a friendly, helpful and pleasant attitude to all guests.
• Seek advice and guidance from the Business Center Supervisor, or
Assistant Manager whenever encounters difficulties or special requests in
daily operation.
• Ensure appearance, hygiene, courtesy and telephone manners are in good
order.
• Maintain close working co-operation with other departments as well as all
sections in Front Office.
• Perform all duties, other than the above as requested by the hotel policies
and/or his/her direct supervisor.
3) Concierge desk :
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3. It provides information to guest in hotels, during their stay & offer mail & messaging
services. They even provide personalised services such as providing box office tickets at
nearby theatres, coach tickets for sight seeing/ table reservation at city restaurant etc. He
is the person who knew everything about the city, its sites& events. Today hotels have
extended this role of providing information services of the hotel facilities as well as the
city.
4)Communication :
Telecommunications is responsible for all communications within the hotel & external to
the hotel. They have a vital role of keeping the channels of communications open. These
system permits guest to call locally & internationally directly from their rooms. The call
charges are automatically posted directly onto online guest folio accounts. The guest
room phone have message indicators, voice mail services, caller id, donot –disturb &
other features. It plays an important role incase of fire & keeps the hotel connected within
& outside the hotel incase of emergiencies.
5) Lobby:
A lobby is a room in a building which is used for entry from the outside. Sometimes
referred to as a foyer or an entrance hall.
A lobby has a comfortable furniture, such as couches and lounge chairs, so that the
customer will be able to wait in comfort. Also, there may be television sets, books,
and/or magazines to help the customer pass time as they wait to be served. A lobby
manager organise, supervise & control all uniformed services in a shift. It is typically
composed of 1) Information 2) Check in 3) Porter lodge 4) Bills & Cash.
The Porter lodge is typically composed of a) Door area b) Lobby elevators c) Parking
area d) Luggage handling.
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FRONT
OFFICE
MANAGER/
INCHARGE
Reservationist/
Informationist/
Receptonist
Bell boy Cashier

4. Front Office Manager: supervise the front desk, reservations, concierge and PABX,
assists in training, monthly planning and assisting the room manager.
• Informationist – The main function of this sub section is to provide information
about the hotel, its services & ammenities.
• Bell boy – They are responsible for luggage handling, distribution of daily
newspapers, sell postage stamps & keeps first aid kit.
• Cashier – They are responsible for maintaining & recording guest accounts.
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