Analyzing Operational Roles of 5-Star Hotel Front Office Staff

This report provides an in-depth analysis of the operational roles of front office staff within 5-star hotels. It emphasizes the significance of front office operations in delivering exceptional consumer experiences and maintaining high levels of satisfaction. The report specifically examines the responsibilities of the front office manager, who oversees all front office functions, ensures service quality, and manages communication with clients and staff, and the night auditor, who handles various tasks including guest services and accounting duties. The report also highlights key services like luggage handling, transportation, and reservation management. It stresses the importance of efficient data management, especially for online bookings, and the impact of front office performance on overall hotel ratings and success in the competitive global market. The report concludes by underscoring the critical role of the front office in maintaining a hotel's reputation and attracting consumers.

Operational Role of The Following 5
Stars Hotel Front Office Staff. Front
Office Manager. Night Auditor

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Hotel industry moves around consumer and their experience in hotel. This report is
explaining the importance of front office operations that are performed by the staff of hotel. All
the front office operations will be studied to evaluate their requirement in organization. The role
of front office manager and night auditor will be considered in order to know their responsibilities
in 5 Star hotels.
MAIN BODY
As per Szende and Reddy, (2017) Front office operations in the hotel industry are most
important for their performance in the market place. There are different tasks are performed by
the front office staff in the handling the consumers. This is most important to maintain higher
consumer satisfaction to create the value for organization. The front office operations are visible
to the consumers. All these activities followed by 5 Star Hotels are about their presentation in
front of the consumer. All the services that are performed on the lobby of hotel are included to
front office operations. As the customer arrives to the lobby of hotel these operations are used
by the hotel staff to facilitate them in the first place. The purpose of these activities is to manage
provide better experience to the clients. The focus of front office operation is to attract the
consumers with their services.
According to Modic and Damij, (2018) , at the reception different people are assigned
with different jobs which are specified by the manager of the lobby. There are different benefits
of these services that are provided by the hotel to the consumer with their arrival at the hotel.
These services are common in all hotels which are marked as 5 star hotels. This initial provided
to the consumer, works as first impression of the hotel for consumer. The basic concept of the
front office operation are related maintain there services as premium class to maintain their
services to maintain their ranking in global market. These operations are performed by the hotel
to get better reviews from the consumer because the success of hotel is based on the client
satisfaction and experience. That's their focus is to improve experience to the consumer during
their stay in hotel.
As per David and Nkiruka, (2017) the operations in the front office are handled by the
reception manager. Their work is to ensure quality of services that are provided to the
consumer. They also facilitate the clients and manage their accommodation in the hotel.
Manager also communicate with consumer to know about their need and requirement to
organize the facilities to make their accommodation comfortable. They also provide different
type of information to the consumers to save their time and reduce the complexity of processes.

They direct all the functions of front office to ensure the better performance. There are some
other operations are also handled by reception manager are- manage the booking process of
the hotel and allow the new consumer to book suit in hotel as per their need. They provide
different kind information related to the services provided by hotel in different packages. They
also encourage the people to improve their stay by using all the services that are provided by
hotel in their packager. Their additional duty is to solve different type of issues of the consumers
who are looking for booking in hotel and other people who are facing issues in their stay. This is
how lobby manager perform different activities that can help the organization to provide better
satisfactory stay ion hotel.
In opinion of Islam, (2018) the services provide by the hotel in the front office are free of
cost to the consumer and these activities or operations reduce the complexity of work to both
hotel and consumer. Main services provided by hotel to consumer at front office are- luggage
handling, transportation, fund management, door attendant, receptionist and reservation facility.
This are some common facilities that are provided by the hotel. These services are arranged to
improve the consumer satisfaction because it is most important for the hotel. The ratings of the
hotel are most important for their business. These ratings are based on the quality of services
provided by the hotel to the consumer and reviews of consumer. These ratings are independent
of the management and administration of the hotel. People from hotel can not influence these
ratings that are provided by the international agencies. So all they can do is, improve the
satisfaction level of consumer and improve the quality ODF their services to get better
consumer reviews.
Sayın and Karaman, (2018) said that the performance of organization is dependent on
the number of clients that are handled by them in a day, month and year. If they are able to
provide better services to the consumes than it will reduce the motivation level of the consumer,
and they will not prefer the services of hotel again. The role of the front office operation is to
provide better experience to the clients by maintaining services with effectively high quality. The
work of the front office in the 5 star hotels is to manage the data base of the consumer to hold
their information to organize their services and use this data to make effective contact with
client. By this data management front office can full fill all those activities that are mentioned in
the package of consumer.
As per Hossen, (2019) front services are important for the 5 star hotels because it is
important for their working and performance. All the processes that are performed in the hotel
are handled by the front office. They also facilitate and coordinate the operations of the people
who are working organization and allocated with special tasks. It is duty of front office is to

ensure the delivery of the services by communicating with their employees. This help them to
manage all the tasks of company with high efficient and reduce the chances of failure. Work of
the front office is to provide better consultation to the client related to their accommodation
request in the hotel. Most of the bookings of 5 Star hotel are received online. So they keep the
data of online hotel bookings and offline bookings to reduce the chances of conflict on the work
floor.
According to Akkermans, (2018) the data of bills and services used by consumer is
managed by the accounting to prepare the final bill. Their work is to track the consumer to
prepare the bill for them and also provide related discount to people. This is how the handling of
fund and bills are handled by the front office. This is how hotel that are provided by the 5 star
rating manages their front office operation to manage their performance in global market to
attract more consumers. There are many other operations that are handled by the front office of
the hotel. Some of them are silent and some are visible to consumer. For example the role of
receptionist is visible to the consumers. Their role is to provide information to the clients related
to the accommodation in hotel and help other staff members to handle different clients.
Receptionist handle all the people that are looking for immediate booking in hotel. It is also their
duct to solve the queries of consumer to ensure their stay problem free. The house keeping
services are also managed by the front office staff. This is how by using different activities, hotel
management improve the stay of people to get better reviews from them.
Role of Front Office Manager and Night Auditor
As per view of Giesbrecht, Scholl and Schwabe, (2016) there are different roles and
responsibilities people have in the front office operation in the 5 star hotels. Their efficient work
help the organization to achieve the performance and consumer goals. The role of front office
manager in Hotel is different from other job roles. The main role of the manager is related to
consumer satisfaction, their work in organization is to perform all the actions in organization that
can improve the consumer experience and satisfaction in the hotel. They also manage the all
the operations of the front office and also ensure the work and performance quality of
employees. The are assigned with the task to manage the communication between the staff
members and client to reduce the communication gap this how front office functions in 5 Star
hotels.
According to Ionel, (2016) the role of night auditor in 5 star hotels is a mix of different
services. They have to manage different operations in hotel. Night auditor also known as
consumer service representative in hotel. Night auditors are also assigned with task of
accounting clerk. There role in hotel is to handle the reservations of consumers, welcoming

guests, help the guests in the checking in process and respond to their requests which are
related to their stay. The handling of cash is in front office is also handled by night auditors.
CONCLUSION
This is report is concluding the importance of front office operation of 5 Star Hotels that
handle national and international tourists. Various functions of the front office has been
analysed in report to evaluate their impotence for the performance of hotel. These operations
also have been analysed to know the impact of these operations on the satisfaction level of
employees.

REFERENCES
Books and Journal
Akkermans, H., 2018. Frontoffice-Backoffice Interactions: Service Quality Cascades. In Service
Operations Dynamics (pp. 31-53). Palgrave Pivot, Cham.
David, C.N. and Nkiruka, D.C., 2017. Operational Impact of ICTs in Front-Office of Selected
Hotels in South-East and South-South Nigeria. International Journal of Scientific
Research and Management. 5(7). pp.6229-6238.
Giesbrecht, T., Scholl, H.J. and Schwabe, G., 2016. Smart advisors in the front office:
Designing employee-empowering and citizen-centric services. Government Information
Quarterly. 33(4). pp.669-684.
Hossen, M., 2019. Managing Front Office Operation Of A Study on Hotel Eastern Residence.
Ionel, M., 2016. Hospitality industry. Ovidius University Annals: Economic Sciences Series,.
1(1). pp.187-191.
Islam, M., 2018. Service Excellence of Front Office Operations in Ocean Paradise Hotel, Cox’s
Bazar.
Modic, D. and Damij, N., 2018. Towards Intellectual Property Rights Management: Back-office
and Front-office Perspectives. Springer.
Sayın, K. and Karaman, A., 2018. Communication and Productivity with Customers at Front
Office; A Qualitative Study on Hotels. TOURISM, BUSINESS AND TECHNOLOGY
(ICTBT 2018), p.1.
Szende, P. and Reddy, P., 2017. A Fragment of the Past: The System of Hotel Front Office
Racks. Boston Hospitality Review. 5(2). pp.1-13.