Front Office Operation in Hotel

This report highlights the importance of front office operation and also reveals the role of front office manager and Night auditor. Learn about the responsibilities and functions of the front office department in a hotel.

FRONT OFFICE OPERATION IN
HOTEL

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
The front office is a place where the visitor first arrive and encounter the staff at place of
the business. Staff of the front office can deal with all kinds of question of the visitors and try to
put them to the contact with relevant person of the company. Marriott Hotel is an international
American multinational hospitality company that franchise and manages broad portfolio hotels &
related to the lodging facilities. This report highlights the importance of front office operation
and also reveals the role of front office manager and Night auditor. In this regard present report
has been prepared.
MAIN BODY
As per the view of (Chan, Okumus and Chan, 2018) it plays an important role in the hotel
and it is front face of the hotel. It is first and last department where guest are interact. This
department is mainly responsible for making good impression on the basis of facilities and
services that provided. It is also responsible for the directing queries and answering queries so to
correct the department. Where the personal appearance and communication skills are very
essential and are influencing factors. While dealing the queries of a guest at front office, person
can be full confident, polite, warm, sincere and patient.
As per the view of Prayag and Hosany, (2015) Front office department managed by the
front office manager. This manager is mainly responsible for the supervising the subordinate,
coordinating the activities, training and hiring, preparing a budget for the front office department,
employees performance evaluation and try to make sure that all the complaints are to be
addressed. Assistant manager of the front office is also mainly responsible for a scheduling the
employs shifts, monitors salaries, Payroll ,refunds, room deposits etc. It is also important that the
front office representation are to be well aware by a prices and polices of all the services
provided to the guest and also prompt to answer all the queries. Also, the person responsible for
assignments of the rooms, bookings, maintain guest records etc. like wise the front office
department plays important role in the growth of the hotel industry.
As per the view of Kimes, (2017) Other department and front office both department
work together for the same goal that is consumer delight and services. As maintaining the guest
relation is an essential part of aspect. Where each section are to be connected and all the officials
can work together that to ensure fur the smooth function of department with a common goal for a
delighting of guests. Where the hotel industries is mainly looking for the professional person
1

those are having with good interpersonal and communication skills. So that the person can make
an good relation with the guest while dealing with the guest.
As per the view of Chan, Okumus and Chan, (2017) front office is also essential to serve
the place for a managing check-out and check-in of guest. This is the place where the
information and emanates the other department. Here the person at the front office personally
welcomes the guests. They also perform the other function by arranging the accommodation like
the front office person take note of the extra care of the guest request and other any queries. Also
handling the complaints of the guests.
If any leaking or damage furniture in the sydney, where the guest can report to the clerk
in-charge that can coordinate to an maintenance department and also responsible for the check
guest out at end of stay. Also, it provide the porter services to the guest where the reception
checked in guest and the bellboy or porter who get the luggage and take it to the room. Before
the guest enter I the room. It is an job of the bellboy to take care of the guest and whenever they
require anything they can call the porter and also it is responsibility of bell bot that if he found
any problem than porter immediately inform to the front office. Like wise, they are providing the
good service to the guest that can satisfy the guest.
As per the view of Krstić, Kahrović and Stanišić, (2015) as the person are once checked
in. As hotel are part of a travel package , so its their duty or job of front office to coordinate an
activity whether it is travel, entertainment and other activities. The reception can personally
arrange everything. And also they are addressing the problems such as direction to the local
attraction and make sure that similar activities such as car service, restaurant reservation are to be
take care off. Hence, the front office is the important place for the welcoming guests. It is no
dought that front office is very important place in hotel.
Operation role
Front office manager
As per the view of Chan, Okumus and Chan, (2018) Role of the Front office manager in
Marriott Hotel that can include to ensure front office business that can continue with an operate
an efficient manner. By managing the front office which can involve that can analysis an
expenditure that to reduce the cost, and few managers are daily review the logbook so that to
maintain the awareness among to business activities. Manager also familiar with a typical
2

application of office like word processors and spreadsheets. Where the employees in such
position can also the use of proprietary system of the firm so that to maintain operation business.
As per the view of Prayag and Hosany, (2015)Employees of the front office manager in
the Marriott Hotel are to be responsible for to ensure the guest and consumer by receive an
exemplary service. As by simply interacting with the consumers and by addressing regards the
security problems, manager of the front office can act as point of contact for the consumer
escalated and complaints issues. They also approve the promotional rates in response for an
customer negotiation and also manager of front office have the authority to provide a service
credit, discount or complimentary services. Manager of the front office are frequently interface
to an consumer, and often greeting consumer as customer enter towards the establishment,
general sales and answering inquiries. Front office manager of the Marriott Hotel are also
responsible that might include processing and receiving payments by the consumers and also
provide receipts they require. Some time this manager deal with an troublesome guest, and they
require an appropriate security for personnel so to address consumer with security concerns.
According to Kimes, (2017) Marriott Hotel, front office manager also responsible for the
better supervising the member of to hotel staff. Here the responsibility of the supervisory for
scheduling the personnel to meet consumer demand, assigning work and planning and also try to
develop the communication of the employee. Front office manager also making the plan to
conduct a periodic meeting of the staff & even mix with heads of the other department to make
ensure the completion of an industrial tasks.
Night auditor
As per the view of Melián-González and Bulchand-Gidumal, (2016) it says that, Marriott
Hotel runs night audits and balance check of customer ledgers. These checks are to be done to
make sure of the accuracy of the guest accounts, just to verify for a financial transaction day and
try to track a room revenue and occupancy percentage as well figure out where the guest can be
checking out on next day Night audit is mainly conducted through electronically or manually, it
has several processes in it. They are mainly responsible for all the guest transaction from the first
day are to be correctly charged and are posted to the consumer accounts. Such charges are to be
posted at accurate date, discrepancies and confusion that may arise when the consumer or guest
are to be checking out. For example- room service, internet service, dry cleaning and many more.
3

As the opinion of Krstić, Kahrović and Stanišić, (2015) After seeing the status of
housekeeping report, that are to made on every morning, the night auditor can reconcile of any
discrepancies in between two reports that to learn actual occupancy status of hotel room. Then
compare the consumer registration records and the room report that make sure charged rates are
match or not. In the Marriott Hotel when the consumer has a reservation but not check-in, in
such situation it is considered no-shows. Such information can be checked by the night auditor to
make ensure about the duplication of reservations and if their than removed, then no-show
billings are to be charged and rooms are to marked as available. They also make sure that the
system that consumer didn't show up it means there is no problem when no-show charged fee. In
post room rates the auditor are simply post and create a charge of an actual rates of the night
rooms and applicable taxes for all occupied rooms. It is possible only after confirming the taxes
and rates, then only auditor make a tax report and room rate.
As per the opinion of Chan, Okumus and Chan, (2017) The night auditor of the Marriott
Hotel makes several reports than the tax report and room rates. It includes the day to day
operation report whereas the daily operation report have the information of all days of business
activities which include detail of revenue, cash transaction, operating receivables and statistics.
However, finally the auditor compare payout and cash payment, balance the register and make
voucher of cash deposit for the bank. And finally ensure than all information is saved. And then
distribute all the information & report to appropriate parties such as front desk manager, general
manager and restaurant manager. Like wise the night auditor of the Marriott Hotel play an
important role.
CONCLUSION
From the above study it is concluded that front office operation plays a vital role in the
Marriott Hotel. Also, concluded that by best services of the front office the guest can be satisfied,
and they may come again in same hotel and became retain to the same hotel. As it provide the
good service and facilities to the guest.
4

REFERENCES
Books and journals
Chan, E.S., Okumus, F. and Chan, W., 2017. The applications of environmental technologies in
hotels. Journal of Hospitality Marketing & Management, 26(1), pp.23-47.
Chan, E.S., Okumus, F. and Chan, W., 2018. Barriers to environmental technology adoption in
hotels. Journal of Hospitality & Tourism Research, 42(5), pp.829-852.
Kimes, S.E., 2017. The future of hotel revenue management.
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.
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.
5

6

7

8