Hospitality Management
The front office
Run a hotel's front desk.
The front office handles most of the guest cycle. It is the guest's first contact with the staff, and the hotel's focal point: it builds relationships, the hotel's image, and its income.
Its services: welcoming guests; reservations and room status; registration and giving out rooms; check-in and check-out records; porter service; room keys; messages and information; and preparing and settling bills.
It coordinates with many departments: transport, accounts and billing, room service, restaurants, engineering, stores, sales and housekeeping.
Staff:
- Front office manager: plans shifts, arrivals, VIP guests.
- Front office supervisor: runs a shift; assigns rooms.
- Cashier: bills and payment.
- Telephone operator: information.
- Assistant manager and lobby manager.
- Receptionist: reserves, registers, assigns rooms.
- Bell captain: leads the uniformed staff; baggage.
- Bellboys: carry baggage.
- Doorman: welcomes and escorts guests.
Hotels work 24 hours, so the manager plans staff in shifts. First impressions decide return visits.
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