Importance of Front Office Operation in Hotel

This report discusses the importance of front office operations in hotels and the operational role of front office managers and night auditors. It highlights how these roles contribute to the development and success of hotels, using Hotel Langham as an example. The report also includes literature reviews on the topic.

FRONT OFFICE
OPERATION IN HOTEL

Table of Contents
INTRODUCTION...............................................................................................................3
1. Importance of Front office operation in Hotel.............................................................3
2. Analysis of operational role of hotel front office staff.................................................5
CONCLUSION...................................................................................................................6
REFERENCES..................................................................................................................7

INTRODUCTION
Hotel industry is the broad hospitality sector which includes lodging, food and drink
services, event planning, theme parks, transportation, cruise line, traveling and the other
additional fields within the hotel industries and Hotel Langham is one of the oldest and
traditional hotel of UK. This file includes the importance of front office operations in hotels with
the literature reviews and it also summarizes about the operational role of front office managers
and night auditors in hotel industries and managers and night auditors play an important role in
the development and success of the hotels and also gives the significant growth to the hotels.
1. Importance of Front office operation in Hotel.
Front office is the main center of attraction and as the expectation is increasing day by day, front
office is taking the shape regularly and it forms the dedicated source to the integral technology
within the tourism and Hospitality industries. Front office set the stage for every hotel industries
and here the customers notice each and every detail about the hotel and the great customers
always attract the customers and it also creates the positive image of the hotel among people
and first impression is always the last impression and first impression is always memorable to
the guests. The main work of front office is to give the information to the customers and also
solve their problems and the back end operation of Front desk office is the Software task
includes check in and out of the guest, reservation and the event management (Astuti, Ginaya
and Sadguna., 2018.
The Langham is one of the largest and the best known traditional and the five star hotel in
London, UK and this hotel is famous for its best quality luxuries services in the world and this
hotel is having the great history related to film industries. The front office services of The
Langham is always the center of attraction of the customers. According to (Krstić, Kahrović, E
and Stanišić., 2015), the hotels only do not give the room to the customers but also give their
believe to them so that the customers will feel like a home and also the best in class services
but it all depends on the front desk services which is the first and foremost stage of all the hotels
and every customer interest with them and the front desk gives the assurance to the customers
of the great services. (Kuo, Chen and Boger., 2016) also states that the front desk department
is defined as the establishment whose primary function is to give the lodging facilities to the
public and also provides the best in class services to the customers so that the customers will

come with happiness and feel relaxed after getting services and Hotel Langham is one of them.
(Melián-González and Bulchand-Gidumal., 2016) explains that the there are mainly 4 essential
requirements of front office i.e., physical infrastructure and facilities, qualitative products and
services, employees attitude and the competitive advantage. (Prayag and Hosany., 2015) also
states that the front office can make or destroy the image of any hotel because the customers
firstly interact with the front office and customer always expect the satisfactory answers so that
the customers feel interactive and happy in the hotel and also the customers will come again in
the hotel because the customer is satisfied with the previous services .The Front office
operation can help hotel in Rewarding as one of the best traditional and luxuries in the world
and the best in class customers services. It can be Highly advertised and the premium chain of
hotels. Front office staff can bring out Various deals and offers for customers for online services.
Luxuries and well finished front office and the services which makes this hotel a top leader
across the world and as this hotel is related to ancient times so the services are also of top-level
and the best front office services makes it different from others. front office refers to the front
desk or reception area or the core operations department of the hotel. This would include the
reception and front desk, as well as reservations, sales and marketing, housekeeping and
concierge. This is the place where guests go when they arrive at the hotel.
Front office operation can also make use of the digital marketing which gives the best
experience to the customers, and they do not have to visit the hotels especially for booking.
Building of brand image by giving the best in class services to the customers. As the people are
more concerned with the services, so it is the time to improvise the services so that the
customers will attract. Front office operation when effectively done can help in attracting more
consumers towards them. This can help them in increasing the efficiency and attracting more
consumers towards hotel Langham.
2. Analysis of operational role of hotel front office staff.
The Langham is the best in class luxurious and 5 star hotels in the world and also there are
several qualities of this hotel that makes this hotel different from others. The hotel staff is also
satisfied with the services and incentives provided to their staff members so that the staff will
work with extra efficiency and confidence. The role of front office manager is to oversee and
monitor all the functions and operations of the hotel management and accordingly give the best
solution to improvise the problems. It also includes the guest rating, team member activities and
also analyze the day to day activity of the hotel. Hotel Langham's front office manager play a
major role in giving the growth to the hotel and the best customer experience is beneficial for the
hotel to grow in the future (Korez-Vide., Tansek and Milfelner., 2016). Other than that, the

manager is also expected to be aware about the surrounding including the public parking areas,
access points, nearby places as these things are value added services for the potential guests.
Managers also take care of the staff by providing services like 24 hours reservation services
and the shift services is very important so that there will be no extra duty other than assigned
duties and this creates the good impression among staff members. Managers also provides the
training to the employees to improvise their existing potentials and in Langham, the managers
and the other front office staffs are always cooperative so which gives the better impact on the
customers and also creates the positive image among customers. Well trained staff always
contribute in the growth and success of the hotel and not only for hotels, it is applicable for
every organization. Hotel Langham is famous across the world for the best in class services and
it is also famous in the film industries so that it is the responsibility of the manager for giving the
better quality services to the customers without any error and also it is the responsibility of the
manager to handle the complaints of the customers either directly to the front desk or via phone
call or emails and as the name of this hotel implies, hotel manager have to take care of each
and every customer to solve their problem effectively and efficiently so that the customer will be
completely satisfied. The feedback of the customer is very important and matters a lot for the
hotels and the way manager solve the problems also creates the impact on the guests.
Night auditor is the another responsible job in the hotel industries to attend the guests overnight
and take care of their reservation process and also the check in and out during night and also
responsible for the accounts and financial duties. Night auditor also take care of the business
when it is relatively slow and the number of auditors depends upon the size, location and the
products of the hotel. The Langham is also having skilled night auditors which are the skilled
bookkeepers as they are required to handle or track all the financial transactions between the
hotels and guests and also monitors the current status of guest accounts in relation to the credit
limits and also verify the discounts, allowances and the promotional programs that are offered to
the guests. In Langham, the main roles and responsibilities of the Night auditors are-
establishes the end of the day, handle and ensure the accuracy of front desk office accounting
records and the proper balance of accounts, calculating the total revenue generated during the
day, verifies and validates the charges in the guest accounts, transfer the unpaid guests to the
city ledger, prepares the high balance report of the guests and management and tracks the
room occupancy percentage. The qualification requirement for the night auditor is the high
school diploma, basic maths and the accounting skills and also required the proficiency with
various software applications which includes analytical tools, facilities management and also the

email software. So, these are some roles and responsibilities of the front desk managers and
Night auditors in Hotel Langham (Kimes., 2017).
CONCLUSION
This whole report concludes about the hotel industries and the working methodology in
hotels and also the roles and responsibilities of several working professionals of hotels. Hotel
Langham is one of the famous and luxuries hotel of UK and also it is the oldest and traditional
hotel so the treatment and services are also superior and best in class. This file concludes the
importance of front office operations in hotels with the literature reviews and it also summarizes
about the operational role of front office managers and night auditors in hotel industries and
managers and night auditors play an important role in the development and success of the
hotels and also gives the significant growth to the hotels.
REFERENCES
Books and journals

Astuti, N.N.S., Ginaya, G. and Sadguna, I.G.A.J., 2018, October. A Hotel Front Desk
Receptionist and Catur Paramita Values: A Study of Implementing Local Wisdom in
Hospitality Industry. In 1st International Conference on Social Sciences (ICSS 2018).
Atlantis Press.
Kimes, S.E., 2017. The future of hotel revenue management.
Korez-Vide, R., Tansek, V. and Milfelner, B., 2016, April. Assessing intercultural competence of
front office employees: the case of hotels in Slovenia. In Biennial International
Congress, Tourism & Hospitality Industry (pp. 158-173).
Krstić, B., Kahrović, E. and Stanišić, T., 2015. Business process Management in Hotel Industry:
A proposed framework for operating processes. Ekonomika, 61(4), pp.21-34.
Kuo, C.M., Chen, H.T. and Boger, E., 2016. Implementing city hotel service quality
enhancements: Integration of Kano and QFD analytical models. Journal of Hospitality
Marketing & Management, 25(6), pp.748-770.
Melián-González, S. and Bulchand-Gidumal, J., 2016. A model that connects information
technology and hotel performance. Tourism Management, 53, pp.30-37.
Prayag, G. and Hosany, S., 2015. Human resource development in the hotel industry of
Mauritius: myth or reality?. Current Issues in Tourism, 18(3), pp.249-266.