Let us discuss a few prominent ranks in the front office department and their respective responsibilities −
In the context of hotel, the term reservation is used for booking a particular accommodation in the hotel by a guest for a period of time. Reservation section does not directly deal with the guests.
Some important tasks a reservation manager is responsible for are −
Following are some prominent roles and responsibilities of the reception manager −
Dealing with arrival and departure of the guests.
Welcoming the guests, escorting them to the room, and seeing them off.
Ensuring professional greeting of clients, visitors, and guests.
Coordination with housekeeping department for cleaning rooms.
Filling registration cards for the guests with reserved accommodation or help the guests to fill it up.
Arranging surprise gift for the guests on their special days.
Training of receptionists.
Handling appraisals and performance rewards of the staff.
Reviewing current standards of front office services and procedures, and implementing new practices if required.
Ensuring and Scheduling front office desk staff.
Managing VIP functions and events taking place in the hotel.
Upgrading software if required.
Updating backup database regularly.
The responsibilities of the guest service manager include −
This manager works during the night hours. The typical responsibilities of a night audit manager are &mnus;
Posting accommodation charges, taxes, and other paid services such as restaurant, Internet charges to each guest's account accurately.
Taking the responsibility as a duty manager for night shift.
Settling guest accounts if required.
Authoring security of the hotel during night shift.
The communication manager is responsible for −
Being a part of the service industry, the front office staff needs to have the following qualities and competencies. The front office staff members are required to −