Front Office Department – Organisation & Functions

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1. Introduction

• The Front Office Department is known as the “nerve centre” or “face of the hotel”.

• It is the first point of contact for guests and plays a key role in shaping the first impression and overall guest experience.

• It handles reservations, check-in, room assignment, guest services, information, billing, and check-out.

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2. Organisation of Front Office

a) Organisational Structure (Front Office Hierarchy)

The structure may vary depending on the size and type of hotel, but typically includes:

1. Front Office Manager

   • Head of the department, responsible for overall operations.

2. Assistant Front Office Manager

   • Assists the manager, supervises shifts, solves guest complaints.

3. Reception / Front Desk

   • Guest check-in & check-out, room assignment, handling keys.

4. Reservations

   • Manages booking requests, confirmations, cancellations, amendments.

5. Cashier / Billing Section

   • Handles guest billing, payments, foreign exchange.

6. Guest Relations Officer (GRO)

   • Provides personalized services, handles VIPs, guest feedback.

7. Telephone / Information Desk

   • Manages internal/external calls, provides information.

8. Bell Desk / Concierge

   • Assists with luggage, transport, tours, ticketing.

9. Night Auditor

   • Performs end-of-day accounting, balances financial records.

(Diagram of Front Office Hierarchy can be added for better understanding)

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3. Functions of Front Office

A) Before Guest Arrival

• Handling reservations (individual, group, corporate).

• Confirming bookings via email/phone.

• Preparing guest history cards.

• Room blocking and pre-arrival arrangements.

B) During Guest Stay

• Reception & Check-in:

  • Warm welcome, registration, assigning rooms, issuing keys.

• Information services:

  • Hotel facilities, local attractions, transport.

• Handling guest requests & complaints.

• Mail & message handling.

• Foreign exchange services (where permitted).

• Coordination with other departments (housekeeping, F&B, maintenance).

C) At Guest Departure

• Check-out process: collecting keys, preparing final bill.

• Settlement of account: cash, credit card, corporate billing.

• Guest feedback & farewell.

• Updating guest history for future reference.

D) Back-Office Functions

• Maintaining records (occupancy, revenue, statistics).

• Night auditing.

• Coordination with sales & marketing for room sales.

• Forecasting occupancy & revenue.