ROLE OF FRONT OFFICE DEPARTMENT
In the hospitality industry, the Front Office is often regarded as the "heart" of hotel operations and the primary interface between guests and the establishment. From the moment guests arrive until they check out, the Front Office plays a vital role in shaping their experience. It’s here where reservations are managed, check-ins and check-outs occur, and essential guest services are coordinated. This chapter provides a comprehensive understanding of the key responsibilities within the Front Office, focusing on fundamental aspects like key control, communication, guest requests, and various service operations that ensure a smooth and satisfying stay for every guest.
By exploring these core functions, we gain insight into the importance of security, guest satisfaction, and operational efficiency in Front Office management. Each section will outline specific duties, best practices, and the essential protocols required to ensure that the Front Office operates as the effective and welcoming face of the hotel.
1. Key Control and Key Handling Procedures
Key control is one of the most critical security responsibilities in the Front Office. Proper handling of keys ensures guest safety and protects hotel property. Key control and handling procedures typically involve:
Issuing Keys: Only authorized personnel should have access to master keys. Front Office staff issues room keys to registered guests, ensuring that the correct guest is given access to their designated room.
Key Tracking: Effective systems, whether manual or digital, are implemented to track key issuance and return.
Master Key Control: Master keys, which provide access to multiple rooms or entire floors, are restricted to senior staff and kept secure when not in use.
Proper key control minimizes the risk of unauthorized access and fosters guest trust, enhancing overall security and comfort.
2. Mail and Message Handling
Handling mail and messages for guests is a core function of the Front Office, which serves as a communication hub between guests and external contacts.
Receiving and Sorting Mail: All guest mail and packages are received at the Front Office, sorted, and stored securely until delivery.
Message Delivery: In addition to mail, messages are often received via phone or email and must be promptly relayed to guests, especially for urgent matters.
Guest Notification: The Front Office ensures guests are notified of any mail or messages, either by leaving notes in their rooms, calling them, or notifying them upon their return.
Properly managed mail and message handling enhances guest satisfaction, showing attentiveness and care toward guest needs.
3. Paging and Luggage Handling
Paging and luggage handling are essential services provided by the Front Office, often managed through the bell desk or concierge.
Paging: Paging is used to locate guests within the hotel premises, often necessary when guests need to be reached quickly. Various methods, like intercoms or electronic paging devices, may be employed.
Luggage Handling: Assisting with luggage during arrival and departure is part of the Front Office’s commitment to guest convenience. This includes handling luggage storage, delivering luggage to rooms, and ensuring proper labeling to prevent mix-ups.
These services are fundamental to providing guests with a smooth, stress-free experience from arrival to departure.
4. Rules of the House (for Guests and Staff)
Hotels establish a set of rules to ensure smooth operations and maintain a respectful environment for both guests and staff.
Guest Rules: These include guidelines on noise levels, smoking, and the use of facilities, all aimed at fostering a respectful and enjoyable environment for all patrons.
Staff Rules: Front Office staff are expected to adhere to protocols regarding attire, behavior, and confidentiality. Maintaining professionalism and confidentiality is essential for providing respectful and secure guest interactions.
Understanding and enforcing these rules creates a harmonious and enjoyable atmosphere for everyone within the hotel premises.
5. Black List
In hotel management, a “black list” is a tool used to maintain security and protect the property from potentially harmful individuals.
Criteria for Blacklisting: Guests may be blacklisted due to disruptive behavior, non-payment, or safety threats.
Usage and Communication: The black list is confidential and is shared only with key personnel. It allows the hotel to deny reservations to blacklisted guests, ensuring safety and comfort for other guests and staff.
This measure, while preventive, is crucial in maintaining the integrity and security of hotel operations.
6. Bell Desk and Concierge
The bell desk and concierge represent the Front Office’s commitment to exceptional guest service, handling various guest requests and offering information or assistance.
Bell Desk Duties: Staff at the bell desk are responsible for luggage handling, room escorts, and assisting guests with special requests, ensuring a smooth arrival and departure.
Concierge Services: The concierge offers local information, books reservations, arranges transportation, and coordinates activities for guests. Known for extensive knowledge of the area, a concierge can elevate a guest’s stay through personalized recommendations.
Together, the bell desk and concierge exemplify personalized service, enhancing the overall guest experience and contributing to the hotel's reputation for quality.
Key Terms
Key Control: The procedures and systems used to manage access keys securely within the hotel.
Paging: The system for locating guests within hotel premises when necessary.
Concierge: A hotel employee who assists guests with requests for information, reservations, and activities.
Bell Desk: The desk within the Front Office responsible for luggage handling and guest assistance.
Black List: A list maintained by the hotel of individuals denied service due to past behavior.
www.ehospitalitystudies.com
FRONT OFFICE
1 Key control and key handling procedure
2 Mail and message handling
3 Paging and luggage handling
4 Rules of the house (for Guest and Staff)
5 Black List
6 Bell desk and Concierge
ROLE OF FRONT OFFICE DEPARTMENT
Let's Share
ulhas2040@gmail.com
Send your articles, stories, news, job openings, books, research papers and facts about Hospitality