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Importance of Front Office

The front office department is the most important department in the hotel industry. It is responsible for first impressions and directly interacts with guests during check-in, check-out, reservations, handling requests and complaints. Front office staff must have excellent communication skills and guest service abilities. The front office manager oversees operations, supervises staff, handles hiring and training, and ensures guest issues are addressed. All hotel departments must work together to provide excellent customer service.

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Marianne Mendoza
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2K views1 page

Importance of Front Office

The front office department is the most important department in the hotel industry. It is responsible for first impressions and directly interacts with guests during check-in, check-out, reservations, handling requests and complaints. Front office staff must have excellent communication skills and guest service abilities. The front office manager oversees operations, supervises staff, handles hiring and training, and ensures guest issues are addressed. All hotel departments must work together to provide excellent customer service.

Uploaded by

Marianne Mendoza
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Personally, I consider the front office as the most important department in the hotel

industry. It is the first department to interact with the guests, therefore they must make an
image to showcase their qualities and meet the standards of the guests in order to have a
good first impression.

It is also called the nerve centre of the hotel that is defined as a front of the housing
department located around the foyer and the lobby area of a hospitality property. As this
department is located around the foyer area of the hotel and is visible to the guests, patrons
and visitors, they are collectively called “Front Office”.

It plays a very important role to have the whole hotel operations going like,
reservation, Guest service, Check-in, Check-out, Telephone, Finance & Cashiering, Foreign
Exchange, Room Assignment, Inquiry etc. Therefore, the front office are the ones who
accommodate guests if they encounter any problems or require to appreciate or comment.

That is why people assigned in the front office department are expected to have
excellent communication skills, as well as a pleasing personality and appearance, since this
is a factor that could influence how guests will perceive during their stay in the hotel. The
Front Office Department is headed by Front Office Manager. The Front Office Manager is
responsible for coordinating activities, supervising the subordinates, hiring and training,
preparing the budget for front office department, performance evaluation of employees and
makes sure that all the complaints are addressed. The Assistant Front Office Manager is
responsible for scheduling the shifts of employees, payroll, monitor salaries, room deposits,
refunds, etc. The Front Desk representative should be well aware with the policies and
prices (tariff) of the services provided and must be prompt to answer queries. He/she is
responsible for the bookings, assignment of rooms, maintaining guest records, etc. Night
auditor is responsible for book keeping, day-to-day account management, data entry and
updation. The cashier is responsible for collecting payments, bill generation and maintaining
balances.

Even if the Front Office Department is considered as the core of the departments, it
must be keprt in mind that all departments work hand in hand inorder to reach a common
goal which is customer service and delight.

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