Front Office Department plays a vital role in a hotel, and it is the face of a hotel or hospitality establishment. It is the first and the last department where a guest interacts. The Front Office Department is responsible for creating first hand impressions regarding the level of services and facilities provided. The Front desk is responsible for answering enquiries, directing queries to correct personnel/department.
Communication skills and personal appearance are very important and influencing factors. A person should be confident, warm, polite, patient and sincere to deal with the queries of guests at the Front Office.
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.
Front Office and other departments work towards a common goal that is customer service and delight. Maintaining guest relations is an important aspect. The sections are connected and all officials should work together to ensure smooth functioning of the department with ultimate goal of delighting the guests. The industry is looking for professionals with good communication and interpersonal skills who can build a rapport with the guests.
The skills with practical knowledge and a Certificate course in Front Office Operations is offered by Lords Institute of Management, Surat, Gujarat, affiliated to the prestigious American Hotel & Lodging Educational Institute, USA. The institute has remarkable facilities and highly professional and experienced faculties.