Front Office Operation in 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
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