Ijacsa international journal of advanced computer science and applications. In as much as the front office is not the main center or hub of a hotel, it is a vital department that makes the first and last impression to the guest. The paper is a case analysis to understand the current front office practices and the. Hotel front office medium size hotel kyle beers htt250 august 15, 2010 prof. A hotel front desk receptionist and catur paramita. Front office department of sahid raya hotel solo 18. Because the front office is normally the first contact with many lodging properties, telephone skills are very important to the success of the business. Front office services and operations 40 hours functions of front office department safety, security and emergency front office service principles and. The sleeping rooms are comfortable, well equipped and clean. Typically a reservation department takes reservations from corporates and also processes online reservation requests from w. An efficient hotel management software which lets you perform quick checkins and check out of groups as well. This article describes about how data management in hotels works with property management system pms. Sop front office hotel medical emergency procedure for medical emergencies.
The front office concludes of employees and departments that make the hotel functional. A harbour filled with boats in front of vancouvers tall city buildings. Key to hotel communications is a written study by denney g. The front office of any sized hotel is the brain of the operation. This article takes a trip back in time and offers a glimpse of the past through an exploration of the. Although there are numerous studies reporting high employee turnover in the hospitality industry, few have examined issues that contribute to this turnover or broader related staffing issues. Front desk front desk can be described as the hub or nerve centre of the hotel. The evolution of the hotel frontofhouse, as overseen by the front office department, over the last several decades indicates larger changes and trends within the hospitality industry itself.
As a class, list words you used to describe the hotel on the board. Software packages cover department may have the front desk, reservations. Although there are numerous studies reporting high employee turnover in the hospitality industry, few have. Front office management introduction tutorialspoint. The front office is truly the nerve center of a hotel. In other word, it is show case window of the hotel which reflects the image of a hotel.
Account receivable amount of money owed to the hotel by guests. These departments view the front office as a communication liaison in providing guest services. Newage technologies to simplify the hotels front office. Front office role expectations as defined by hotel. Front office should be brisk in performing quick checkincheckout of guests and groups.
In hotels, use of ict has any effect on chain hotels front office operations. Article pdf available in international journal of advanced computer science. To suss out whats next, we quizzed dozens of industry professionals. Front office or front of house staff are often the first people guests meet. Role of front office in the hotel industry tourism essay. This department does a lot of things to put front office in order. Exploring how employee empowerment impacts on hotel front. There were 8,090 hotel properties with a total of 440,123 rooms in. Chapter one introduction and statement of the study the front office has traditionally been thought of as a checkin, checkout point by the guest. Working as a front line manager, situations developed which created a definite gap between managements expectations when defining the role of the front.
Sop front office how to check guest car before pickup. Pdf benchmarking best practice in hotel front office. This report is based on the job training in sahid jaya hotel solo for 3 months, from february 18th, 2010 to may 21th, 2010 especially in the front office department. Alin sriyam, 2010, the study suggest that if the front office staff is efficient and cooperative it will lead to customer satisfaction in the hotel. This study examined hotel staffing issues with a focus on the front office department. Reporting plays a very important role in hotels day to day operations, it provides the management with in depth analysis of the hotels performance which express the actual results of operation during an accounting period, identifying revenues earned and itemizing expenses incurred during that period it is not only the management which relay of.
Notes on front office, its functions and co ordinations. International journal of scientific research and management. Chapter focus point describe the significant of front office in tourism and hospitality business construct front office organizational chart line within a hotel or any tourism and hospitality business explain personnel job specification, responsibilities among position, departments and division within a. There are three main charts for front office division in hotel industry that is inside the small hotel, mid size hotel and the large hotel. Front office management i about the tutorial front office management in the hotel industry involves the work of reserving accommodations in the hotel, registering guests, maintaining guest accounts with the hotel, night auditing, and coordination with various other departments for providing best guest services. Technology in front office operations sources i researched what else do you think the technology can be used to enhance guest services and profitability. Guests want to be checkedin to their room immediately after arriving so a front desk executive must make sure that the checkin process is hasslefree and quick. Use features like bookmarks, note taking and highlighting while reading hotel front office management, 5th edition. The hotel front office is busy working before a guest arrives, while the guest is there, and even after the guest has checked out.
To study the various current trends in the hotel front office department. Members of the front office staff welcome the guest, carry their luggage, help them register, give them their room keys and mail. In this free course from alison, learn about a variety of hotel management operations including the front office department and the housekeeping department. Ensuring the timely delivery of messages is a critical component of guest services in a hotel. It is important as most guests will approach this department to seek clarification thus essential in retaining clients loyalty and reputation of a given hotel. The roles of telephone operator section at sahid raya hotel. Find the latest architectural digest hotel design articles, see the gorgeous architectural pictures and slideshows, and get design ideas from the top design authority. Front office interaction with other departments in the ho.
Unlv theses, dissertations, professional papers, and capstones. Standards, training, and guests perceptions in luxury hotels. This is an open access article under the cc bync license. The front office department is the major department in a hotel which is situated at the front part of the hotel and its duty is to sale the rooms of the hotels after registration and hand over key to the guest. A request for accommodation by the guest in a hotel for any particular period is called reservation. Look at the picture of the outside of this hotel, and describe what the hotel looks like. Israel johnson hotel front office medium size hotel how is the front office important to a hotel. Moreover, constant walkins during busy days can pose as a ma. Why did you choose receptionist as your career out of many others. The front office department is the most visible department in a hotel. To apply this empowerment effectively in front desk operations, management must. When hotel services are predominantly manual, timely services may not be witnessed at all. Most desk agents who have several years of experience move on to other roles, but there is a slight positive trend for salaries in this field based on experience.
In a manual system, all the reservation records are maintained. The front office manager meets the guest and the welcome drink is offered to the guest. How will you convince an unsatisfied guest of our hotel. This article takes a trip back in time and offers a glimpse of the past through an. Locating a guest in a specific area of a hotel to deliver a message, etc is a part of front office job profile and is known as paging a guest. The front office function of a hotel is to act as the public face of the hotel, primarily by greeting hotel patrons and checking in guests. Overview of the hotel and tourism industry essential knowledge for hotel personnel quality service concept and dimensions providing quality customer service module 2. The front office staff opens the door of the guest room and shows the key insert to the guest. The executives have to be warm, welcoming, greet every guest with a smile and then checkin the guest without any problems. Receptionist are the staff who have a direct contact with the guest, thus they should pose an amiable personality with. In case a guest wishes to use a few of your hotel facilities such as the hotel club or restaurant without booking a hotel room, you can use the pointofsale pos feature and generate an incident invoice for the non staying guest.
The guest is escorted to the room and is briefed about the different facilities in the hotel. Operational impact of icts in frontoffice of selected hotels in. Access time the amount of time required for a processor to retrieve information from the hard drive. A study on hotel front office practices and its impact on. For a business such as hospitality, the front office department comes with an aspect of elevating customer experience with the business.
Faculty of letters and fine arts, sebelas maret univeristy. Every person in front office department must be capable and has. Standards, training, and guests perceptions in luxury hotels hotels. Then, in groups, make a list of possible amenities or facilities this hotel might have. It is critical to maintain a high quality standard in this department since it affects customers first impression about the hotel. Pdf data management with pms in hotel industry researchgate. Front office department plays a vital role in a hotel, and it is the face of a hotel or hospitality establishment. The population being studied consists of management and front office personnel in hotelresort properties located within a three hour drive of the major urban and business centers in the province of ontario, canada. International tourism and hospitality management, the scottish hotel school, the university. Answering guest inquiries about hotel services and other guests, marketing and sales department requests for information on guest room availability, and housekeeping department inquiries concerning guest reservations are but a few of the routine tasks performed almost constantly by a hotel front desk in its role as. Account payable financial obligations the hotel owes to private and governmentrelated agencies and vendors. For front office managers, their main duty is to providing and developing guest services that satisfy guest needs. Hotel front office job descriptions jobs in hotels.
The sample will be studied through a questionnaire format of six strategicmanagers and their front office personnel. The important roles and activities of front office department at sahid jaya hotel solo. To assess the guest satisfaction levels with respect tothe implementation of the current trends at vivanta by taj blue diamond,pune. When anyone calls a hotel, motel, or inn, they are talking to people that work in the function called the front office. Ijacsa international journal of advanced computer science and applications, vol. Job description of a front desk officer career trend. Once the guests are comfortable with the hotel staff and its services, it increases chances for them to become loyal guests. It is the first and the last department where a guest interacts. The front desk is the most crucial department of a hotel. Now let us focus on the front desk operations of a hotel. According to you what is the most important skill that is required for receptionist. The front desk is the heart of the typical hotel operation.
The motivation of the front office staff might be low as they are doing repeated work and usually their pay are the lowest compared to other staff in other department. In this lesson, youll learn what kinds of work the hotel front. Skills, perceptions and socioeconomic of hotel front. Hotel front office or reception is the first location where guests arrive and come. People like you make a hotel service memorable for all the right reasons. Technology used by hotel front desk 10 trends in hotel technology guest. The front office staff interacts with all departments of the hotel, including marketing and sales, housekeeping, food and beverage, banquet, controller, maintenance, security, and human resources. How does the reservation department impact the front. Front office department is the face and as well as the voice of a business. These standards show that the service provided at luxury hotels should be personalized towards the guests wants and needs gunter, 2005.
Accommodation introduction to tourism and hospitality. Pdf on jan 1, 2018, kursad sayin and others published the effect of. The front desk agent reports to the front office manager and works in the. This is a very important issue as these staffs will get in touch with customers the most and this might affect the profitability and efficiency of. Hotel front office management, 5th edition kindle edition by bardi, james a download it once and read it on your kindle device, pc, phones or tablets. The level of service and the service standards are based upon what the guests want and what they need blank, 2008. The front office department is responsible for creating first hand impressions regarding the level of services and facilities provided. What are the major problems faced by the front office. The major problems faced by the front office department of a hotel are. But with the deployment of icts in frontoffice department of hotels.
Kong hai yan, 2006, the study focuses on the front office staff in the four and five star hotels in china. Front office operations in hotel and hospitality management. Regardless of the star rating of the hotel or the hotel type, the hotel has a front office as its most visible department. It also provides assistance to guests during their stay, completes their accommodation, food and beverage, accounts and receives payment from guests. Front office interaction with other departments in the hotel the front office staff interacts with all departments of the hotel, including marketing and sales,housekeeping,food and beverage,banquet,controller,maintenance,security,and human resources. The findings suggest that work in this department of hotel. Front office interaction with other departments in the. You might be checking people in, dealing with questions or complaints, so youll need to be friendly, flexible and happy to help. In it he initially observes, since the front office manager is. Each of the departments has a unique communication. The front office of the investment bank is the focal point on which all these forces of change converge. Reservation department is the heart of the front office.
When customers enter a hotel they expect better services from the hotel. List of articles in category front office training. Secondly it is seen as a source of infinite information, and third, a problemsolving center. Rutherford, department of hotel and restaurant administration, college of business and economics at washington state university.
1582 1295 1521 165 1426 52 1591 1191 1507 3 446 59 1497 13 1298 1444 1690 471 85 343 821 1144 1122 1448 785 33 1471 354 374 1398 1002 963 450 422 345