Dive In The World To Understand Front Office Hierarchy

The front office is like the smiling face of a business. It’s where the company meets and interacts with its guests, or visitors. This part of the organization includes people you see right away, like receptionists who welcome you and answer your questions, as well as customer service and sales teams who help with your needs. Think of the front office as the friendly gateway to the company, making sure everyone has a positive experience and gets the assistance they need.

Here are the roles & responsibilities of Front Office Staff. These are shown as under below:

Front Office Manager

He/she is responsible for the following:

• Plan the present and future needs of resources.
• Hire, train, supervise, and discipline Front Office staff.
• Develop the SOP’s (i.e. Standard Operating Procedure) for their department and make sure that it is followed by their subordinates.
• Schedule tasks of employees and re-arrange work schedule if an employee is on leave.
• Attend regular department heads meetings and discuss department’s operations.
• Hold regular meetings with their subordinates to keep them updated.
• Resolve guest problems quickly, well organized and politely.
• Review all the reports generated for the department.

Night Auditor/Manager

He is responsible for the following:

• Supervise the operation of the hotel throughout the night.
• Represent management when decision must be made during these hours.
• Answer inquiries concerning hotel services and facilities and deals with complaints.
• Dispatch security officers to investigate disturbance or investigate himself.
• Maintains logbook noting unusual occurences.
• Keeps a close watch on night clerk.

Guest Relation Executive

He/she is responsible for the following:

• Supply of fruits, cookies, and bar to VIP rooms in coordination with Room Service.
• Welcoming the VIP’s on arrival through Indian customs of Aarti, Tikka, & Garland.
• Must having the knowledge of all hotel procedures, policies, rules, and systems.
• Must having the knowledge of guest handling skills.
• Gate passes are signed safeguarding the interests of hotel property (in the absence of lobby manager).
• Authority to permit guests few hours of stay.
• Authority to make bookings on behalf of guests.

Assistant Front Office Manager

He/she is responsible for the following:

• Assist Front Office Manager in supervising and coordinating the day to day operations of the front office staff and resolving internal problems.
• Deal with problems arising from guest complaints & reservation and room assignment activities.
• Interviews and hires applicant for the department.
• Responsible for any miscellaneous duties assigned by the Front Office Manager.
• Supervise the whole front office department in the absence of Front Office Manager.

Lobby/Duty Manager

He/she is responsible for the following:

• Schedule the duty rotas and determines justification for manpower strength.
• Handles guest complaints, and ensures that the Front Office has good relation with all department.
• Co-ordinate with various departments for effective guest handling.
• Co-ordinate with Front Office to facilitate rooming & departure of guests and Front Office cash.
• Passes credit bills in the absence of Assistant Front Office Manager.
• Trains all staff under him, and trainees as well.
• Attends general manager’s meetings.
• Co-ordinate with the security and ensures that no unwanted happening takes place in the hotel.

Senior Receptionist

He/she is responsible for the following:

• Check-up VIP’s reservation and issue VIP amenities, voucher for fruits, flowers, and beverages.
• Constantly update room rack (i.e. information rack).
• Maintain room rates absolutely current and up-to-date.
• Prepare room discrepancy report and ensure a double check through lobby attendant.
• Give all departure rooms to housekeeping promptly.
• Take all cleared rooms promptly from housekeeping.

Senior Bell Captain

He/she is responsible for the following:

• Supervise the lobby attendants. Control their movement and activities on the lobby attendant control sheet.
• Take attendance and prepare staff schedules to meet exigencies of work.
• Attend to guest complaints and handle telephone calls in the absence of Lobby Manager.
• Handle left luggage formalities and maintain the baggage check room.
• Train lobby attendants to maximize departmental efficiency.
• Organize and supervise check-in/out baggage formalities of groups, crews, etc.
• Conduct daily briefing of lobby attendants.
• Co-ordinate and control the distribution of morning newspaper.

Reservation Supervisor

He/she is responsible for the following:

• Update the reservation records in order to have update inventory of room availability.
• Carry out amendments and cancellations intelligently and accurately.
• Keep availability status chart updated.
• Display reservation position on “Flash Board”.
• Check on reservation stationary and keep a satisfactory par stock of the same.

Head Cashier

He/she is responsible for the following:

• Clarifies customers question or concerns about the charges on their bill.
• Maintains adequate supplies of outlet stationary for cashier.
• Attends meetings as required.
• Check and follow up on all bills on hold.
• Give job training for new staff.
• Follow up on all deposit to be paid.
• Dispense guest records after the guest check-out.
• Handles cash, traveler’s cheque, credit cards and direct billing requests properly.

Concierge Supervisor

He/she is responsible for the following:

• Concierge can be called “Mister-Known-It-All”. Usually resourceful and knowledgeable about hotel and the surroundings.
• Should be equipped with brochures, travel facilities information, sight seeing, shopping and other such things for providing assistance to the guest.
• Provide personal approach to guest services. Takes charge of all tickets for guests & ensures follow up.
• Introduces and sells all hotel facilities to the guests.
• Arrange for hotel doctor as and when required.
• Arranges welcome drinks for all arriving groups and ensures that these drinks are served promptly.
• Maintains an update “LOG BOOK”.

Business Centre Supervisor

He/she is responsible for the following:

• Provide cabin for the formal meetings.
• Provide facilities like internet with computer, printing, fax service, photocopy, basic stationary,etc.
• Provide library for the guests.

Telephone Supervisor

He/she is responsible for the following:

• Answer incoming calls.
• Receive guest message and deliver the same to the guest.
• Logs all wake-up call requests and perform wake-up call services.
• Provides information about hotel services to guests.
• Provides relay services for hearing impaired guests.
• Following telephone etiquette.
• Must be polite a courteous while answering the phone.
• Setup conference calls in different locations, & time zones.
• Place outgoing calls.

Here are the other subordinates which helps in the smooth functioning of the Front Office . These are shown below:

Bell Boy

He/she is responsible for the following:

• Handle guest arrival.
• Take the baggage from the car in the gate to the room.
• Escort the guest to the room, on the luggage rack.
• Explain the operation and control of light switches/air-conditioning,etc. to the guests and switch them on.
• Handle departure of guest (through use of departure errand card).
• Take the baggage and place it in the car.
• Handle errand requests by guests and front office staff.
• Track on unwanted guests in the hotel.
• Distribution newspaper to guest rooms and selected offices.

Door Attendant/Commissionaire

He/she is responsible for the following:

• First staff to greet the guest in a hotel.
• Opens doors of arrival cars and taxis and greets and welcomes guests with a smile.
• Brings umbrella if needed.
• Check baggage before the car or taxi leaves.
• Ensures smooth traffic flow in the porch and ensures that the porch is always clear.
• Calls for car parked in basement.
• Keeps the keys of incoming guest car orderly.
• Checks taxis to ensure that the guest has not left any belongings.
• Should know driving to assist the guest in case of emergency.
• Performs any other miscellaneous duties assigned by their superiors like Lobby/Duty Manager, etc.

Conclusion

In conclusion, the front office hierarchy plays a pivotal role in ensuring the smooth operation and effective management of various tasks and responsibilities within an organization. From customer-facing roles to administrative functions, the front office team forms the first point of contact for clients and customers, leaving a lasting impression on the organization.

The hierarchy within the front office typically comprises roles such as receptionists, guest service representatives, department managers, and executives, each contributing to the overall efficiency and customer satisfaction of the business. Clear communication, collaboration, and a customer-centric approach are essential components for a successful front office structure.