FRONT OFFICE

Management of the Front Office

Management of the Front Office

Introduction

Within a hotel, maybe no area is as significant and vital as room divisions. It is considered as the hub or nerve centre for most of the hotels. The room division is mainly responsible for overall operations of the business because everything starts from the room division. It is the area that helps hotel management in creating a positive image in the mind of the customers. Room division is a functional area in any hotel that consists of the housekeeping, a front office, security department, reservation and night audit. Size, scope and functions of these areas may vary from one hotel to other depending upon the nature and target market of a hotel. The organization culture and management objectives can also affect the structure of room's division department (Michael et al, 1999, p.84). In this assignment, we are going to elaborate the importance and functioning of front office, and how it affects the overall performance and management of a hotel. Furthermore, we will also discuss the rationale behind the current position of the accounts of the hotel, and how its sales affect the overall business of a company.

Discussion

Task A

a) Responsibilities of Reception and Accommodation Staff

Receptionist is considered as the front face of an organization. It is a person performing daily routine task in some supporting position or in the administration office, but generally their role can be observed on the front desk of an office. For a number of years, receptionists were supposed to perform their traditional duties such as greetings visitors, arranging appointments, reporting any suspicious activity, entertaining call and any query of customers. But due to increased trend of globalization, receptionist's job description is expanding and changing on a continuous basis, now they have to perform computer related tasks such as book keeping, entering data, asset management, responding incoming emails, to provide assistance for the general management department in secretarial duties etc.

On the other hand, roles associated with accommodation department are classified into two major areas. First is to assist the organization or hotel in its daily routine tasks such as proper functioning of air-conditions, supply of electricity, hot water steam and other utility services. Secondly, the accommodation department is responsible for maintaining, repairing and servicing the equipment in the hotel.

b) Role of Front Office in Hotel Management

The front office is considered as the heart of a hotel. Representatives of this department are responsible for the first and last impression of the hotel (Michael L. et al 2013, p. 10) Research has proved that customer's last impression is the main force that convinces them in order to return in case of emergency or medical illness. Front office of a hotel is classified into two main areas: front desk and uniform services (Ahmed Ismail 2002, p.60). Both departments perform different tasks and report to the front office managers.

Reseration at Front Office

Front Desk

Front desk is the first point of contact for guests in a hotel, and its ...