Front Office Functions: Analyzing the Role of Front Office Operations

This report delves into the critical functions of front office operations within the hospitality industry, focusing on the role of front office in enhancing guest experiences and customer satisfaction. It investigates how front office departments manage interactions, handle payments, and address customer queries. The report highlights the significance of the front office in guest houses, emphasizing the importance of maintaining guest records and facilitating room registrations. A case study on the Hilton Hotel is presented, analyzing the front office's role in coordinating activities, providing training, and collaborating with other departments. The report underscores the importance of human interaction in the hospitality setting, citing relevant research on the impact of front office staff on guest experiences. It also references academic sources that discuss the application of information technology and mobile applications in front office operations. The report concludes by emphasizing the front office's contribution to achieving organizational goals and objectives, along with references to relevant research.

DEBATE

Front office functions within a variety of
accommodation services
 Front office department of hotel is being engaged
in interacting with consumers and solving their
regular queries.
 They are involved in taking and making payments
from them. This department is basically involved
in enhancing the consumer satisfaction and
experience.

CONT..
 Front office department of guest houses has the main
function of keeping the history of guest so that their
needs and demands can be fulfilled on timely basis.
 They also have the duty of registering the rooms for
guest. This helps them in enhancing the experience of
consumer. It is really necessary for growth of guest
houses.
 Front office department also have function to provide
guest with parcel and postcards which belongs to them.

Role of front office department in Hotel Hilton
 Front office department of Hotel Hilton is being
engaged in coordinating all the activities going in
hospitality organization.
 They are also engaged in providing training to staff
members so that queries of consumer can be solved.
 They are engaged in keeping relationship with
housekeeping department so that, Front office
members are able to have an idea about what are the
main needs and demands of guests

CONT..
 This department can assist Hotel
Hilton in enhancing experience of
consumer.
 They are engaged in providing high
quality of guest service. This has
helped Hotel Hilton in growing and
achieving their goals and objectives.
It has also increased their
profitability.

Front office department meet the overall
objectives of business
 Front office department is engaged in
communicating with guest and helps in
process of doing registration and reservation.
 They work towards solving problems with
consumers staying in hotel, which has
helped hotel in enhancing customer
satisfaction. It has helped them in achieving
goals and objectives.

Importance of human touch
 Bharwani and Jauhari (2013) suggested that it is this
human interaction component within the hospitality
industry that is an essential dimension influencing the
experiences of guests. The emotions guests
experience at a hotel can be triggered by an
encountered.

REFERENCES
 Melián-González, S. and Bulchand-Gidumal, J., 2017. Information technology and front
office employees’ performance. International Journal of Contemporary Hospitality
Management.
 Kibe, J., Ogutu, H. and Ojwach, S., 2019. Efficacy of the Use of Mobile Applications on
Front Office Operations; a Case Study Hilton Hotel Nairobi. Journal of Hospitality and
Tourism Management.2(1).pp.1-16.