Duties of front office personnel
¢FRONT
OFFICE MANAGER
- Direct and coordinate the activities of the front office department
- Perform the function of a link between the management and front office employees
- responsible for hiring, training, supervising and disciplinary all front desk, reservation, and guest services staff members in order to maintain the desired standard of service
- prepared the budget for the front office department
- evaluate the job performance of each front office employee
BELL
BOY
- - Handling guest luggage at the time of arrival and departure
- - Escorting guests to their rooms on arrival
- - Familiarizing guests about safety features and in-room facilities
- - Locating a guest in a specified area of the hotel
- - Posting guests mails
- - Providing information to guests about hotel facilities and services when asked.
DOOR
ATTENDANT
- Open the doors of guests’ vehicles on their arrival in the hotel portico
- Help bell boys in lifting luggage
- Open the hotels’ entrance door for guests
- Coordinate with parking attendants for parking guests’ vehicles in the hotels parking area.
CASHIER
- * Receiving payment
- * Balancing guest account
- * Opening and maintaining the guest folios
- * Recording all credit charges in guest folios
- * Preparing bills at the time of check-out
- * Handling credits/debit/charge cards for the settlement of a guest account
- * Administer the safe deposit system
- * Handling foreign currency
¢NIGHT
AUDIT
- * Preparing the night audit report
- * Check-in and check-out guest who arrive or depart after 11.00 p.m
- * processing the reservations
- * performing the duties of security guard
- * monitoring fire safety system
- * Act as cashier for banquet function
- * performing the duties of manager on duty
¢RECEPTIONIST
- * greeting guest
- * handling special request
- * handling check-in and check-out
- * providing information to guest
- * assigning rooms and dispensing guest room keys
¢CONCIERGE
- * Making reservations for dining in famous restaurant
- * Arranging tours, limousine, and entertainment ticket
- * Maintaining good relationship with hospitality industry
- * Personal helper to VIP
- * Obtaining tickets for theatres, musicals etc
- * Provide latest information of events
¢RESERVATION
AGENT
- Handling guaranteed and non-guaranteed reservation
- up sell accommodation
- Prepared the expected arrival list and the expected departure list every day
- Prepared a guest folder and to keep the mails and messages of guest with reservation doc
- Providing management information to other department
¢TELEPHONE
OPERATOR
- * processing all incoming and outgoing calls
- * log all wake-up call on the system
- * Answer questions about the hotel’s services and product
- * taking message
- * operating hotel paying system
- * direct incoming calls to the desired extension
- * provide paging services for guest and employee
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