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The Front OfficeOrganization and Functions

Lecture 2AIREEN Y. CLORES, MBA/DBMHMHRTM 133 INTRUCTOR

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Objective:

Organization set up of Front office

The F.O function and responsibilities

Identify the positions and its job specification of

each human resource in the front office.

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Front Office Manager

Secretary

Front Office Manager

Assistant Manager

Guest Relation Officer

Telephone

SupervisorChief Concierge ReservationManagerReceptionSupervisorAirport

Supervisor

Airport

Representative

Assistant Chief

Concierge

ConciergeBell Boy ValetParking

attendant

Assistant

Reception

Supervisor

Senior

ReceptionReception

Reservation

Supervisor

Reservation

Clerk

Assistant

Telephone

Supervisor

Telephone

Operator

FRONT OFFICE ORGANIZATIONAL CHART

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Front Office Function

Front Office Manager

(FOM)

Revenue

ManagementReservations

Guest Services Night Audit

Desk StaffConcierge

Bell Staff

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Corporate Owner

General Manager

Front Office

Manager

Maintenance/Grounds

keeperController

Housekeepe

r

Restaurant

Manager

Night

Manager

Pool Mgr

Desk Clerk

Cook Host

Pantry

Dishwasher

Wait Staff

Bus Staff

Maids

Housemen

Full Service Hotel

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Corporate owner

General ManagerFront Office

Manager

Night AuditorDesk Clerk

MaintenanceManager

Housekeeper

Maids Housemen

Small limited-serving lodge

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Corporate Owner

General Manager

Front Office Manager

Night Auditor Desk Clerk

Standard Size Hotel

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Front Office Manager

Secretary

Front Office Manager

(Guest Relation Officer)

Telephone

SupervisorReservationManagerReceptionSupervisorConciergeAssistant

Reception

SupervisorReservation

Supervisor AssistantTelephoneSupervisor

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Front Office Manager

Secretary

Front Office Manager

Assistant Manager

Guest Relation Officer

Telephone

SupervisorChief Concierge ReservationManagerReceptionSupervisorAirport

Supervisor

Airport

Representative

Assistant Chief

Concierge

ConciergeBell Boy ValetParking

attendant

Assistant

Reception

Supervisor

Senior

ReceptionReception

Reservation

Supervisor

Reservation

Clerk

Assistant

Telephone

Supervisor

Telephone

Operator

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Front Office Functions With Other Positions

Front OfficeManager

Revenue manager

Reservation manager

Desk staff

Guest registration

Concierge

Bell staff

Night auditor

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Organization of F.O.

General Manager

the person in charge of directing

and leading the hotel staff in

meeting its financial,

environmental, and communityresponsibilities, develops and

stylizes

organization charts that fit his or

her plan to meet the goals of the

particular company

front office manager, the person responsible for leading

the front office staff in delivering

hospitality

The executive ousekeeper, the

person responsible for the upkeep of

the guestrooms and public areas of

the lodging property as well as

control of guest room inventory

items, keeps on top of new trends incontrolling costs and effective use of

personnel.

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Responsibilities of Front Office

Functionalareas

PMS & its

management

Revenue &

reservation

management

Management of guest

Services

Accounting for guests

Data management

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Front Office: The PMS & Its Management

PMS:

Computerized

system

Room rates,

reservations, and room

assignments

Guest histories

Reservations

Other selected guest

services

Management

information functions

Accounting

information

F t Offi

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Front Office:

relationship with other departments

Front office

Maintenance

Controller

BanquetsMarketing and Sales

Food and Beverage

Housekeeping

Human Resources Management

Security

F t Offi

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Front Office:

relationship with other departments

Front office

Maintenance

Controller

BanquetsMarketing and Sales

Food and Beverage

Housekeeping

Human Resources Management

Security

Financial

transactions

Announcementboards

forevents

Financial

transactions

Emp

loyeeneeds

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How do front office coordinates with

other departments in the hotel?

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Front office & Housekeeping Coordination

Rooms information on occupancy level

The housekeeping department also receives other

important information from the front office, which

require special attention: VIPs in the House

GROUPS in the house

CREW in the house

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Front office with other departments..

Maintenance & Engineering

Provision of engineering facilities and maintenance to keep

things in order

Security

Responsible for handling emergency situations and secure safetyand security of hotel property, staff and guests.

Food & beverage department

Coordination with restaurants and banquet halls with the

Coordination with HRD

Requirements for rooms division staff, and other issues related

to human resource

St i t ti d t ti

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Stages: interactions and transactions

between the guest.

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Sequence of Front office Service

reservations,

check-in and registration,

mail and information,

uniformed service and baggage handling,

telephone calls and messages,

handling guest accounts, and check-out and bill settlement.

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Front office personnel

Functions

Roles

Responsibilities