The customer also tries to find out more information about the hotel by visiting its website.Īt the hotel end, the front office accounting system captures the guest’s information such as name, age, contact numbers, probable duration of stay for room reservation and so on. In this first stage, the customer or the prospective guest enquires about the availability of the desired type of accommodation and its amenities via telephonic call or an e-mail. It is the stage when the customer is planning to avail an accommodation in the hotel. Generally, a guest’s interaction with the hotel is divided into the following four sequential phases − Pre-arrival Collecting the balance amount of guest bills.Maintaining guest’s account with the accounting system.Ensuring preferences of the guest to give a personal touch to the service.

Determining the type of guest (fresh/repeat) by checking the database.These operations involve activities such as − Settling guest payment at the time of check-out.įront Office staff conducts these operations in the absence of the guests or when the guest’s involvement is not required.Issuing accommodation keys to the guest.Creating a guest’s account with the FO accounting system.Collecting detail information while guest registration.Checking accommodation availability and assigning it to the guest.Interacting with the guests to handle request for an accommodation.The guests can interact and see these operations, hence, the name Front-House operations. These operations are visible to the guests of the hotel.

There are two categories of Front Office Operations − Front-House Operations

Handling in-house communication through PBX.

Private Branch Exchange (PBX), a private telephone network used within an organizationīasic Responsibilities of Front Office Departmentįollowing are the most basic responsibilities a front office can handle.

The staff receives the guests, handles their requests, and strikes the first impression about the hotel into their minds. The staff of this department is very visible to the guests.įront office staff handles the transactions between the hotel and its guests. It is the one of the many departments of the hotel business which directly interacts with the customers when they first arrive at the hotel. For a business such as hospitality, the front office department comes with an aspect of elevating customer experience with the business.įront Office department is a common link between the customers and the business. Regardless of the star rating of the hotel or the hotel type, the hotel has a front office as its most visible department. Front Office Department is the face and as well as the voice of a business. Every multi-departmental physical business needs to have a front office or reception to receive the visitors.

Office room numbering system