Importance of Front Office Operation in Hotel

This article discusses the importance of front office operation in a hotel and the operational role of front office staff. It highlights how the front office creates a positive experience for guests and improves overall productivity. The article also explores the responsibilities of a front office manager and night auditor.

FRONT OFFICE OPERATION IN HOTEL

Table of Contents
INTRODUCTION......................................................................................................................... 1
TASK........................................................................................................................................... 1
Importance of front office operation in hotel.............................................................................1
Operational role of the front office staff....................................................................................2
CONCLUSION............................................................................................................................. 4
REFERENCES............................................................................................................................ 5

INTRODUCTION
Front office refers to the front desk or reception area. This includes the reception and
front disk, reservations. Housekeeping, sales and marketing. This is the place where customers
interacts for the first time. This department is headed by the front office manager and all the
decisions are taken by him only. Hotels are establishment which provides lodging facilities for
long term basis (Melián-González and Bulchand-Gidumal, 2017). The study will highlight the
importance of front office operations in Hotel. The report will also analyze the operational role of
front office staff (front office manager and night auditor).
TASK
Importance of front office operation in hotel.
Front office department plays a vital role in hotel, it is the first department where guest
interacts. This department is important as it creates first impression of the hotel to customers
regarding the level of services and facilities provided, For example of customers enters the
Hilton hotel this department creates first impressions on the customers by greeting them. This
department is headed by front office manager. Front office departments works toward the
common goal which is providing better services to customers. This department helps in
maintaining guest relations, it is very important as when the relations with the guest are
maintained properly they feel good and it is also beneficial for the productivity of Marriot Hotel.
As when guest visits in the Marriot hotel good relations are maintained by the front office
department. Front office includes front desk which is responsible for dealing with customers.
Any customer visit the hotel this department provides the information related to the rooms
available and guiding them (Melián-González and Bulchand-Gidumal, 2017). Front office
executive is responsible for solving the queries of the customers, asking what they need or any
other services they required, thus guest are satisfied and this assist in improving overall
productivity of the Hotel. This department is very important in creating a positive experience for
the guest. As when the front office executive deals with visitors in in an desired way it makes
them satisfied and they again visits the Hilton Hotel. For example guest come in Hilton hotel
Front office executive of the hotel deals with them in an desired way and treat them in a good
manner. The department is helpful in providing information to customers regarding the services
offered by the different Hotel.
The department performs different types of role like maintaining accurate room statics,
providing rooms keys to visitors, guiding guests towards the room and if customer ask for any
other types of services, this department assist in fulfilling the needs of customers, thus making
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them satisfied and it assist in improving the growth of Hilton Hotel. Department maintains
accounts of guest by accepting payments and giving them proper receipts (Dzhandzhugazova
and et.al., 2016). The front office manager plays an important role as they responsible for
coordinating activities, supervising the subordinates, hiring the best talented candidates and
giving them training, preparing the budget for the front office department, assists in evaluating
performance of employees and ensure that the complaints of the customers are addressed.
Front desk executive of Hotel is aware with the policies and prices of the types of services
provided to guest, thus assisting the business operations in desired way. For example in
Marriott hotel the front desk executive officer assist in dealing with guest as they knows all the
policies and practices. Front office executive have good communication skills and interpersonal
skills by which they communicate well with the guest and helps in solving the queries of guests.
For example if guest have any issue and problems front office administrator will assist by
solving it. When the customers are happy and satisfied by the services offered in Hilton Hotel
they will come again and also suggest to their family and friends. Thus leads to better business
productivity (Dzhandzhugazova and et.al., 2016).
Theories of hotel operations-
Total quality management- The theory can be summarized as management system for a
consumer focused organization. This theory impacts the front officer manager to focus more on
customer satisfaction. For improving the service quality manager gives training to the staff,
integrate quality into design process and efforts are made for satisfying the guest by fulfilling
their requirements. The theory focuses on continuous improvement by finding more creative and
smart for doing business operations. In Total quality management the information and data are
collected continuously so that service quality can be maintained.
Operational role of the front office staff.
Front office manager
Front office in Hotels performs many functions like coordinating activities in the hotel,
supervising the subordinates regarding their roles and responsibilities, It is the duty of the front
office manager of Hotels to listen to the complaints of the visitors and addressing them in an
efficient way.
Front office administrator of hotel is also responsible for scheduling the shifts of workers,
monitoring the salaries of the employees, room deposits, return of money etc. Front office
manager formulates and implements front office policies and procedures of the Hilton Hotel and
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guide their subordinates so that they can perform the activities according to that. The manager
prepares monthly reports of the operations of front office department in Hilton Hotel (Melián-
González and Bulchand-Gidumal, 2016). Manger deals with guest in an professional way listens
to their complaints and ensures for solving them , Thus making them satisfied by offering better
services. In addition to interacting with customers and addressing the issues, front office
administrator acts as a single way of contact for the guest complaints and different types of
issues. Front office administrator approves different promotional rates in response to consumers
negotiations. For example if any guest are not satisfied with the rates charged the front office
administrator helps in prices negotiations.
Front office manager of Hotel has the authority to grant discounts to the visitors and
serves credits or various complimentary services to unsatisfied visitors. Administrator interacts
with guest, greet them when they enter the primness of Hilton Hotel, answer to the queries of
visitors and works for generating higher sales (Melián-González and Bulchand-Gidumal, 2016).
Their responsibilities might includes receiving and processing payments from the visitors and
gives receipt to them. In some situations administrator also deals with troubleshooting guests
and appoints security personnel for addressing the customer's security. Front office manager
ensures that the front office activities continues to operate in an desired way so that the Hotel
can maintain its stability.
It is the duty of the front office administrator to analyses the expenditure and minimize
cost and administrator of Hotel checks daily logbooks so that the awareness of business
activities can be maintained. Front office manager performs supervisory duties like scheduling
of employees to meet visitors demand, planning and assigning work and also assist in
developing staff communication. For examples there is an front office manager in Marriot hotel
so he will performs all the duties like meeting the demands of visitors, make plans and assisting
good staff communication. As when the communication is good among the staff members
healthy relations are maintained which results in good working environment (Krstić, Kahrović
and Stanišić, 2015). The administrator of Hotels plans and conducts periodic staff meetings and
makes collaboration with the top level authorities of the other departments to make sure that the
organizational task assigned are completed on time or not. As front office executive of the Hilton
hotel also performs all the duties like conducting staff meetings and dealing with top level
executives.
Night auditor
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It is the duty of night auditors to ensure that the guest transactions of the day are
correctly charged and properly posted to the guest account. As the person appointed in the
Hilton hotel deals with the guest transactions. The charges must be posted correctly on date
and confusion or issues may arises when the visitors is checking out. After reviewing the day
occupancy report and house keeping records which are done in the day, night auditor reconcile
any difference between the reports to get the actual status of room occupancy. As night auditor
of Hotel compare the records of visitors registration with the room report to ensure that the
quoted or charged rates match with each other. For example there is an night auditor in Bed fort
Hotel so it is the duty of him to make registration of visitors and ensure that prices charged.
Sometimes guest have reservation but they don't check in, they are considered as no
shows. The auditor checks the data in front office to make sure that the fake reservation are
removed, no show billings are been charged and the rooms are checked available (Korez-Vide,
Tansek and Milfelner, 2016). The rooms available are given to other visitors thus leading to
productivity of Hotels. The night auditor of Hotels simply post for the actual rates of night rooms
and if any taxes are applicable to all the rooms. After ensuring the rates and taxes, night auditor
generates room rates and prepares tax report.
Night auditor also prepares several reports other than room rates and tax report. This
includes day to day observation reports, reports of separate department and the high balance
report. Night auditor of Hotels compares the payments of cash and payouts, balances the
records and after that makes a cash deposit voucher. For example night auditor of Bed fort hotel
performs all the roles like payment of cash and cash deposit voucher etc. After that they check
the computer system of hotel to make sure that all information is saved (Razalli, Ismail, R.M.
and Yaacob, 2015). At lst they distribute all the reports and data to the desired parties ie,
general manager, room service manager or front desk manager. This helps the Hotels in
performing all the business activities smoothly, thus leading to overall business growth.
CONCLUSION
From the above study it is concluded that front office plays an vital role in functioning of
the hotel. Front office provides all the information related to the services offered in the hotel to
guests so that it becomes convenient for them. Front office executive deals with the issues and
queries of guest and makers them satisfactory. Customer satisfaction leads to greater business
productivity. Front office manager gives training to the front office staff so that they understand
their role well and perform according to that. Night auditor makes sure that the transaction of
the guest are made properly so that no issue rises at the time when guests are checking out.
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REFERENCES
Books and Journals
Dzhandzhugazova, E.A. and et.al., 2016. Business administration in hotel industry: problems
and solutions (by the example of the Russian Federation). International Journal of
Applied Business and Economic Research. 14(14). pp.651-660.
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.
Melián-González, S. and Bulchand-Gidumal, J., 2016. A model that connects information
technology and hotel performance. Tourism Management. 53. pp.30-37.
Melián-González, S. and Bulchand-Gidumal, J., 2017. Information technology and front office
employees’ performance. International Journal of Contemporary Hospitality
Management. 29(8). pp.2159-2177.
Razalli, M.R., Ismail, R.M. and Yaacob, N.A., 2015. SIHAT: an assessment tool for Shariah–
compliant hotel operations. International Journal of Islamic Marketing and Branding.
1(1). pp.55-68.
Online
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