The office is to be organised and the duties and functions are to be defined to determine authority relationship so that the office functions smoothly.” Office Management Function # 2. This means that in smaller companies finance staff and, occasionally, key operational staff will perform some front or back office tasks. Ensures guests¿½¿½ profiles are properly noted in the Micros Property Management System for action by the appropriate hotel department prior to check-in. Discover the importance of communication within an office environment. Sell tickets and other items to customers. The layout of your office is an important, although often overlooked, factor that affects the way your employees perform their jobs. In conclusion, front office staff should make their guests happy and satisfied. Explain in detail about the task and responsibility of the following: Front Office Manager, Assistant Front Office manager. INTRODUCTION It has become very important in today’s time to keep in touch with the latest technology for the smooth function of any department in the hotel industry. It refers to the process of planning, organizing, guiding, communicating, directing, coordinating and controlling the activities of a group of people who are working to achieve business objectives efficiently and economically. It is also responsible for managing wake up calls as requested by the guest and preparation of telephone bills made by guest and staffs. An important part of running a successful front office involves handling business appointments. The purpose of the Front Office Department is to provide guests assistance with luggage, transportation, information concerning the hotel and the city, and any other service arrangements needed during their stay. Besides that, register arriving guests while implementing TRC service standards. As keys to the guest satisfaction driver, the front office staffs are critical to the continued success of the hotel. Describe. If you need assistance with writing your essay, our professional essay writing service is here to help! The front office plays a major role in delivering hospitality to guests. 4 thoughts on “ The importance of front office staff ” Tonsina on January 14, 2017 at 10:28 pm said: This is absolutely the case. Ensure work is completed to include, shift closings, room deposits, refunds and rebates. The staff includes desk clerk, cashier, reservations manager, concierge, night auditor, telephone operator, bell staff, room key clerk and elevator operator. (10 marks) Q5. Drivers of this increased attention include regulatory pressure for greater accountability, well-publicized conduct issues, and recognition … The front office must provide lists for expected arrivals and departures for the day in advance, and notify housekeeping of actual arrivals and departures as and when they occur. Create a cancellation or no-show list so you can schedule other appointments to make up for dropped ones. Hence, one should know properly the latest tools and equipment's used in the front office area and most important the use of them. A front office department can act as a welcome point to greet guests and customers, introducing them to the building and some of the employees before they go on to their meeting. Front Office Manager, ensuring the delivery of consistent quality customer service. Functions And Importance Of Front Office Coupons, Promo Codes 01-2021. He should be able to match the job needs to time available for effective and efficient performance. A front office manager, sometimes known as a receptionist or clerk, fills a large number of roles. This section is handle by telephone operator and it is located at the back of the office. Define Budget. These employees see HR staff as gatekeepers, people who hold little interest in employee concerns. The first importance of front office operations is that it is the first point of contact that a guest or a potential guest makes with a hotel, either by telephone, writing or in person. Reservation agents can book places for the client through online transactions. Approve duty roster prepared by Chief Receptionist and revise if necessary. Front office executives greet everyone who enters. Basic functions may be termed as primary functions. 2) Front office staffs must have certain skills to attract guests during the first impression. Lastly, most importantly, the individual must coordinate the response to the guest issue and then follow-up with the guest to ensure satisfaction with the result. Review all VIP room blocking. Chair monthly Reception meeting to review performance & discuss existing problems for improvement. Estimating Expenses Vary directly with rooms revenue The most important administrative functions of the manager include planning, organizing, staffing, directing, communicating, controlling, co­ordinating and motivating. The role of Front Office: The role of Front Office In hotels, the front office is the most important and therefore it should be well organized so that visitors can be impressed. The role of the reservation department is not limited to making a reservation. VAT Registration No: 842417633. White and Beckley (1988) mentioned that front office staff should use alphabetic system which is similar to the system that used by travel agents and airlines. … 1. ). It is therefore vitally important that employees display a prompt and courteous attitude to all guests and demonstrate the excellence in service. Define Budget. Write short notes on Lost and found procedure (10 marks), Q8. Explain the role of maintenance (engineering department) (10 marks), Q7. Supervise and train all Front Desk staff to ensure that the best guest experience is provided. Rooms are of chief concern to the front office and housekeeping departments.It is important for the departments to continuously exchange information on room status. If you work as a front desk clerk, you're in charge of performing a wide range of functions. To manage front of the house operations of the hotel ensuring that the highest standard of service and the best possible guest experience is maintained. Verifying posted entries to guest and non-guest accounts 2. Runs preliminary reports. Disclaimer: This is an example of a student written essay.Click here for sample essays written by our professional writers. Provide quotes for room rates and up-sell the guest when possible and assist in coordinating the Front Desk and the Housekeeping Department. https://answersheets.in/explain-function-importance/, Explain Function and Importance of Front office, Q1. Explain the functions of office. Even those front office staffers whose roles have extended into HR and accounting can rely on apps for tasks such as payroll, expense reporting, HR enrollment, and onboarding. (10 marks) Q5. Acquaint guest with hotel. Lastly, they also must register and assign rooms to guest and resolve guest complaints within scope of authority; otherwise refer the matter to the management. The individual is responsible for answering calls, recording the guest requests and then pursuing the issue to a resolution and then, .the individual must exhibit courteous hospitality at all times and fully own each guest issue. Functions of Front Desks. Tourism. As this is the most important role in the front office, employees receive the highest salary compared to staff in the same position in other industries. Great Opportunity To Save at www.couponupto.com 5 Important Front Desk Functions Greeting Patients. Contact involves dealing with sick people, including those with communicable diseases. The Front Office function of a Hotel is to act as the public face of the hotel, primarily by greeting hotel patrons and checking in guests. The agents work on schedules that vary greatly with shifts that ensure that the agency¿½¿½s offices are open 24 hours a day.  Creating guest database  Handling guest accounts  Coordinating guest service  Trying to sell a service  Ensuring guest satisfaction  Handling in-house communication through PBX Explain Function and Importance of Front office. Because of this they can have a major impact on staff and student culture as well as the administrator’s peace of mind. The front office of investment banking, mainly deal with sales and trading, which help to boost up profit as much as possible. It maintains records of the hotel occupancy, which help in planning sales and marketing strategies etc. Company Registration No: 4964706. Moreover, White and Beckley (1988: 51) pointed out that when telephone operators answer the telephone, they should identify themselves, announce the name of the hotel, with the addition of ¿½¿½Good morning¿½¿½ or ¿½¿½Good evening¿½¿½ with the appropriate intonation. Offer customers carry-out service at the completion of transactions. A reservation agent serves an important role in providing information to customers by use of telephone and other communication media. Receiving Information. Because the rooms sold by a hotel are extremely perishable (an unsold room on a certain day is an eternal and unchangeable circumstance), it is very important that hotels do the best job possible in matching guest room availability with guest room demand. The important thing, the front office staff will also reflect the image of the hotel to the customers and they have a keen sense to anticipate the guests, needs and exceed their expectations. The front office is the most client-facing of divisions at investment banks. Il s'agit évidemment des fonctions purement commerciales mais également d'autres fonctions pouvant être en contact direct avec les clients (livreurs, chargés de support client, responsables SAV, etc. Since the front office employees are the ones who generate the revenue for the organization the salary earned by the front office employees are higher than employees in the back office. *You can also browse our support articles here >. Registration Card . 1. Verify that the correct charges and credits are posted to the corresponding guest folio and collect payment for charges on the guest folio. For each of the examples below, discuss which of the six major functions of the hotel front office (reservations, reception, communications, concierge, bellhop service, auditing) is … Functions. In order to perform the Front Office functions, the Front Office has to work and make a good communication with the other departments. Then they must, verify all account postings and balances. Whom you hire to be the eyes, ears, smile, and brains—or the head—of your school is incredibly important. While many people view the role of the receptionist as not so important, this couldn’t be less true! Reservation Department Importance in Hotel Industry, Introduction to the Reservation Department, Main Functions of the hotel reservation department. Every village tool has a post office. The importance of front office controls has moved beyond its teenage years and come into the light of maturity where operational risk failures of one kind or another have cost major banks some dollar 320 bn since the end of the financial crisis. Reservation agents can be employed by various agencies involved in reserving travel places for travelers. The Front Office Manager who comes under the direct supervision of the director of rooms and supervises the Front Office Department. Firstly, the front office staff should have a good personality, well dressed and neat. 1. Front office managers frequently interface with customers, often greeting them as they enter the establishment, answering inquiries and generating sales. Settle guest accounts with the ability to make good business decisions regarding discounts. The writer also found some problems faced by the Front Office Department at Sahid Jaya Hotel Solo. The basic function of FOM is to supervise all the Front Office personnel & to ensure the proper and smooth operation of the department. They also must train and develop Front Desk Agents. Our academic experts are ready and waiting to assist with any writing project you may have. The front office depends on the support of the back office to function effectively. Helping clients to fill in reservation forms. Participate morning briefing, or organize afternoon hand-over briefing daily and disseminate information to Reception team as soon as possible. So in a finance company or investment bank, front office departments might consist of sales and trading, investment banking, wealth management, and private equity. Issue receipts, refunds, credits, or change due to customers lastly, count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change. Offer a phenomenal guest-experience with eZee Absolute software. A front office executive’s responsibilities will vary based on the nature of the organization, but some central tasks are commonly a part of the job. (10 marks), Q5. As conclusion, this assignment to know different organizational structures in hotels, update and develop procedures necessary to practice in all aspects of fire, health and safety in the hotel workplace, providing effective leadership in the role of receptionist, inform and instruct trainee receptionist in a positive attitude to the responsibilities and duties of front office, an overview of job opportunities and progression, interpret job descriptions and process applications. 2. Looking for a flexible role? Weigh items sold by weight in order to determine prices bag, box, wrap, or gift-wrap merchandise, and prepare packages for shipment. Sort, count, and wrap currency and coins. Primary or basic functions 2. An office manager is requested to recruit and select the office staff by the top management. Write about Front Office staff skill in guest relations. Explain Function and Importance of Front office. Thirdly, the guests may have different accents in English and some words are difficult for front office staff to understand due to the different countries, particularly, for the reservations or the operators who deal with customers by phone. Our software makes it a whole lot convenient for … The Front Office Department comprise of the Reception, Guest Service Offices, Bell Services, Reservation, Operators, Executive Club, Health and Recreation Center and Business Center. Besides that, ensure that policies and procedures are complied with the highest standard of service and guest satisfaction. Manage walk-in traffic. Do you have a 2:1 degree or higher? Lastly making arrangements for clients¿½¿½ travel programs. Maintain appearance standards as outlined in departmental and TRC policies. This individual will create relationships with the guests that lead to Renaissance and property loyalty. The front office staff records all the transactions between the guest and the hotel on the folio. Usually involves use of electronic scanners, cash registers, or related equipment. Front office area is commonly termed as ‘Reception’, as it is the place where the guests are received when they arrive at the hotel. Work is performed in an office environment. Explain different kinds of budget (10 marks) Q3. Front Office Duties and Responsibilities Greet clients and set a positive office atmosphere Answer the phone, take messages, and redirect calls to appropriate offices. Office management is an integral part of general management. It is clear that the functions of the front office and the responsibilities of the front office staff are highly variable. Copyright © 2003 - 2021 - UKEssays is a trading name of All Answers Ltd, a company registered in England and Wales. Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit levels. Review room availability status, room blockage and special requests on a daily basis through working closely with Reservations Manager and liase on all groups and FIT movements. Telephone operator job is to answer telephone calls, greeting callers with a positive, clear voice, answering general questions about the hotel and transferring callers to other departments. Describe. Assign, coordinate, and supervise work activities of Front Desk Agents. It is the first point of interaction between the hotel and the guests. Any opinions, findings, conclusions or recommendations expressed in this material are those of the authors and do not necessarily reflect the views of UKEssays.com. We've received widespread press coverage since 2003, Your UKEssays purchase is secure and we're rated 4.4/5 on reviews.co.uk. 1) Front Office or Front desk (reception) is the first impression for lodging establishment. found that Front Office Department has important role in supporting the hotel operational. Basic … Perform all duties, other than the above as requested by the hotel policies and/or his/her direct supervisor. Communication is an important part of running a business. Our analysis of listings reveals the following as duties usually expected of a front office executive: Welcome Customers. Remains current on room rates, room availability and emergency procedures. (10 marks), Explain entry strategy and entry analysis in international business. This could be text, or it could be graphic output. It sets the stage for a pleasant or an unpleasant visit. Prepare staffing schedules, complete payroll, and monitor labor costs to budget figures. Besides that, ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift. Following are the most basic responsibilities a front office can handle. support, especially as investment banks now heavily rely on developing the latest technology. Familiarize with Front Office policies and procedures and special rate & programs. Front office manager responsibilities might include receiving and processing payments from customers and provide receipts as needed. Basic functions are differed from administrative management functions. To export a reference to this article please select a referencing stye below: If you are the original writer of this essay and no longer wish to have your work published on UKEssays.com then please: Our academic writing and marking services can help you! Perform check-in and out procedures. With growing customer expectation’s Front Office teams form a dedicated source to integrate technology within the Tourism and Hospitality Industry while catering to savvier guest profiles, as it faces cut-throat competition, survival and business continuity challenges, given that each Hotel Brand needs to come up with a boutique of specialized services. This free front office job description sample template can help you attract an innovative and experienced front office worker to your company. 1. Often involved in processing credit or debit card transactions and validating checks. Audit hotel paperwork to ensure the day has balanced Posts room charges and taxes to guest accounts. Reservation agents can contact clients through telephone conversation and back them up with a variety of reservation software on computers. Giving answers to enquiries by clients and advising them accordingly regarding bookings and reservations. Provide courteous service to our guests and be cordial to all Team Members. The Importance of an Office Layout. Interaction with others is constant and interruptive. The following are common examples of front office. Compute and record totals of transactions. Process merchandise returns and exchanges. Back Office Importance. It helps in receiving, recording, … Le front office est l'ensemble des actions, fonctions ou tâches liées à la vente se faisant en contact avec le client. Front office departments are important to a company as they provide a number of benefits. Take desk clerk as an example. They should know basic product knowledge, type of rooms and hotel facilities in the hotel. Give the importance of front office statistic for business (10 marks) Q2. Receive payment by cash, check, credit cards, vouchers, or automatic debits.. Compile and maintain non-monetary reports and records.. Monitor checkout stations to ensure that they have adequate cash available and that they are staffed appropriately. Being the prime interface between the hotel services and the guests, the front office is located near the main entrance of the hotel. From simple essay plans, through to full dissertations, you can guarantee we have a service perfectly matched to your needs. Start from the person who is in charge of the front office (typically the office manager) and work your way down to the person who is the first person a client or customer sees (the receptionist). Organize and maintain files and records; update when necessary This is contrasted with back office functions that provide services such as administration, operations and technology that don't interact with the customer. Front office is a department or team that interacts with the customer and/or directly generates revenue. Stocks the front desk with daily supplies. The function of a printer is to turn digital data into printed media. It sets the stage for a pleasant or an unpleasant visit. The front office communicate guest’s requirement to other departments, which work in close coordination and cooperation to … Secondly, the staff should be competent. Greet guests and provide door service and bell/valet service when needed. They trade in equities, debt securities, derivatives, and provide merger/acquisition and leveraged buyout advisories. FOM reports to the General Manager of the hotel. Complaints are business opportunities or threat. When creating your front office organizational structure, even for the hierarchy of a front office in the hotel industry, you want to work from the top down. Cash checks for customers. The front office relies on the back office for support in the form of human resources, internet technology (IT), accounting, and secretarial functions. Complaints are business opportunities or threat. Must be knowledgeable in making reservations. As such, they must be well equipped with computer skills. There is division of labour too and so one person may not be required to do the whole job single-handed. Monitor open and close on day status to maximize room revenue and demonstrate the concept of yield management. All the transaction passes through within this department. Here are a few of the primary reasons that communication is so important in a workplace: Front Office BudgetingFront Office Budgeting The most important long-term planning function FOM is responsible for: 1. The role of the receptionist is vital for the smooth running of any office. Performing personal functions: Office is also related to recruiting, training, placing,and promoting the employees. Job purpose of Front Desk Agent is to perform all desk related functions including but not limited to checking guests in and out, making room reservations, giving recommendations, and providing directions. In small hotels, the front office might be staffed by one person who does everything. Calculate total payments received during a time period, and reconcile this with total sales. Support your answer by giving a Front Office organization chart adapted from a small Hotel, mid size Hotel and large Hotel. Auxiliary or administrative management functions. Often have longest contact with guest. Individuals who well dress suggest power and status; therefore, the first impression is only part of creating a positive relationship between the hotel and the customers. Answer customers¿½¿½ questions, and provide information on procedures or policies. Back office doesn't necessarily take a back seat in business importance. Where practical and possible, REDUCE use of items, RE-USE whenever possible, and RECYCLE those items that can be. Generati… Sell hotel food and beverage outlets. The front office plays a major role in delivering hospitality to guests. Automating front office operations can lead to a range of benefits that will revolutionize the way companies interact with their customers. La vente se faisant en contact avec le client if you work as a or. Department has important role in supporting the hotel services and facilities provided office statistic for business ( 10 marks,. 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Manages every Department in the day-to-day operation of the FO Department personality, well and! Making a reservation agent serves an important role in providing information to customers the excellence in service take a seat... Department at Sahid Jaya hotel Solo be less true housekeeping and Engineering on daily operations regards to status... And wrap currency and coins organizing, staffing, directing, communicating, controlling, co­ordinating and motivating and.. May have cancellation or no-show list so you can schedule other appointments to make good business decisions regarding discounts functions... Chart for the client through online transactions as soon as possible receives payment from guests ongoing operations! Guests while implementing TRC service standards as back office activities support the work of front-end,. All cash and cash equivalents are accounted for and balanced at the beginning and of. 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Important issues that affect clients that can be employed by various agencies involved in reserving travel places the! With a variety of reservation software on computers, organizing, staffing, directing, communicating controlling... The stage for a pleasant or an unpleasant visit Players Club benefits property! Making a reservation agent serves an important role in providing information to reception team as soon as.. Food and beverage, accounts and receives payment from guests share their inputs and feel that their ideas being. And found procedure ( 10 marks ), Q3 rooms and hotel facilities in the space )... Experience is provided prepared by Chief receptionist and revise if necessary are critical to the guest and the guests agency¿½¿½s. Function and importance of front Desk is a trading name of all answers Ltd a... Might include receiving and processing payments from customers and carry out front-office business duties we make the process! Business importance meeting to review performance & discuss existing problems for improvement to Fitzsimmons and Fitzsimmons ( 1998 1994! Non-Guest accounts 2 remunerate employees to maximize room revenue and demonstrate the excellence in.. Calls or walks into your school is incredibly important in reserving travel places for travelers of each work.! Pitch books and financial models, and wrap currency and coins sample essays written by professional. Responsibility of the front office policies and procedures and special rate & programs Communicate effectively orally... A large number of roles strategies etc no-show list so you can guarantee have! In supporting the hotel reservation Department is not limited to making a reservation serves...

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