FRONT OFFICE RESPONSIBILITIES

FRONT OFFICE RESPONSIBILITIES

Effective front office communication involves the use of logbooks, information directories, and mail and telephone procedures.

Log Book

A logbook is a journal in which important front office events and decisions are recorded for reference during subsequent shifts.. It chronicles unusual events, guest complaints or requests, and other relevant information. Before beginning their shift, front desk agents should review and initial the logbook, noting any situations that require follow-up.

The front office logbook should detail what happened, why, and when. By reviewing these notes, the front desk agent on duty can respond intelligently if the guest contacts the front desk for follow-up.

The front office logbook helps management understand the activity of the front desk and it records any ongoing issues. For example, if there are recurring problems with housekeeping or engineering issues, one of the best ways to identify these problems is in the front office logbook. Also, should there be any guest complaints, compliments, or unusual activity, the logbook helps management understand what happened and how it was handled.

Information

Refer to handout on: Dealing with Guest Inquiries

Mail  & Message Handling

Refer to handout on: Handling Mail & Messages

Telephone

Refer to handout on: Using the Telephone.

Interdepartmental Communications

The front office generally exchanges most of its information with personnel in the housekeeping and engineering and maintenance departments.

Housekeeping

The role of the front office and housekeeping departments in maintaining update room status has been dealt with in the handout on: Registration.

Engineering and Maintenance

Many hotels use a multiple-part work order form to report maintenance problems. When the work is completed, the engineering and maintenance staff informs the department that filed the work request order. If a maintenance problem renders a room unsalable, the front office must be informed immediately when the problem is resolved so the room can be placed back in the available room inventory. Immediate notification of changes in room status helps minimize lost revenue.

Revenue Centers

Guests learn about the various services and facilities available in a hotel through a printed directory placed in each guestroom. Front desk agents must be familiar with these facilities and services so that they can answer guest questions in a positive and knowledgeable way. The transactions charged to room accounts by guests at hotel restaurants and other remote points of sale must be communicated to the front desk in a timely manner to ensure eventual payment.

A hotel’s revenue centers, in addition to the rooms division, include: coffee shops, specialty restaurants, bars, lounges, room service, laundry, telephone services, banqueting facilities, car rentals, health clubs, casinos and gaming activities etc.

Marketing and Public Relations

The front office staff should be among the first to know about events the hotel schedules for publicity. In many ways, the effectiveness of a hotel’s marketing and public relations effort depends on the participation and enthusiasm of front office staff.

Guest Services

The front office is responsible for coordinating guest services. Typical guest services involve providing information and special equipment and supplies. A request that falls beyond the responsibility of the front office should be directly referred to the appropriate person or department. A growing number of hotels employ a concierge or other designated staff member to handle guest requests.

Equipment and Supplies 

Guests may request special equipment and supplies while making a reservation, at the time of registration, or during occupancy. The hotel must have a reliable method of ensuring that such requests are properly met. The front desk agents should promptly forward requests from guests to the appropriate department. Equipment and supplies commonly requested include:

·         Roll-away beds and cribs

·         Additional pillows

·         Irons and ironing boards

·         Additional clothes hangers

·         Audiovisual and office equipment

·         Special equipment for the physically handicapped   

Front desk agents should have alternate ways of meeting guest requests when the department that normally provides the equipment or service is closed. For example, in hotels where the housekeeping service is not available round the clock it would be advisable to let the front desk agents have access to a centrally located linen closet.

Special Procedures

Special requests, sometimes, represent exceptions to standard front office procedures. The hotel should have a reliable procedure of dealing with such requests. In addition, front desk agents should be empowered to use their judgement when attempting to satisfy guest requests. Typical procedural requests include:

Split account folios: Most often requested by business travelers. These folios separate guest charges onto two or more separate folio accounts. One folio may be set up to record room and tax charges; this part of the folio may be billed to the guest’s company. Another folio may be set up to track incidental charges such as telephone calls, food, and beverages; this part of the folio will most likely be paid directly by the guest.

Master account folios: Most often used in case of conventions and groups. Only authorized charges incurred by the group are posted to the master folio and subsequently billed to the convention sponsor/ tour operator. Each group member is held responsible for other charges posted to his or her individual folio account.

Wake –up calls

Transportation arrangements

Entertainment reservations

Newspaper delivery

Secretarial services

Guest Complaint Handling

Refer to the handout on: Handling Guest Complaints

   

Front Office Security Functions

Security in a hotel refers to protecting:

Man: Guests and employees

Material: Guest belongings and hotel property

Information: Guest details and details regarding hotel operations.

Role of front office

A security program is most effective when all employees participate in the hotel’s security efforts. The front office has an important role to play. Front desk agents, doormen, bellboys, and parking valets have the opportunity to observe all persons entering or departing the premises. Suspicious activities or circumstances involving a guest or visitor should be reported to the hotel’s security department or a designated staff member.

Front office staff may also inform guests of personal precautions they may take. Bellboys accompanying the guest to a room generally provide instructions on the operation of in-room equipment. They may also review the use of access control devices on the guestroom door and windows, familiarize the guest with pertinent security information, and review any notices in the room relating to guest security. This should always include emergency evacuation paths and procedures. Front office staff are also important to asset protection. Failure to collect payment from guests may represent a more significant loss than, for instance, a guest’s theft of towels or ashtrays.

Key Control

Refer to the blog in Housekeeping: Keys

Surveillance and Access Control

A hotelier has the responsibility to monitor and, when appropriate, to control the activities of people on the premises. All hotel employees should be trained to recognize suspicious people and situations. Surveillance plays an important role in security. Most lobbies are designed so front desk agents can view the property’s entrance, elevators, and stairways. Mirrors may be placed in strategic locations to aid visibility. Observing elevators is important for both security and safety reasons; front office staff should know what to do in an emergency.

Closed-circuit television cameras and monitors can enhance the surveillance function.

Safe Deposit Boxes

Refer to handout on: Arranging Safe Custody of Valuables

Emergency Procedures

Front office management should develop property-specific procedures for responding to emergencies such as fires, floods and earthquakes. Procedures for medical emergencies and crimes should also be considered. Management should regularly review emergency procedures with front office staff so that they can respond properly to an emergency situation. Front office staff who react quickly and efficiently to an emergency may help avert panic and prevent needless damage, injury, or loss of life. The front desk usually serves as the command center in case of an emergency.

Medical emergencies

Lodging properties need to be prepared for the possibility of a serious illness, an injury, or even the death of a guest or employee. The hotel’s security staff should be knowledgeable and ready to deal appropriately with such unfortunate incidents. Front office staff usually will perform an important communications function in the event of medical emergencies. Many front desks maintain lists of nearby physicians, dentists, hospitals, ambulance services, and other medical professionals and facilities. The front office should also develop procedures for advising and referring callers who inquire about such guests.

Robbery

Armed robbery is a possibility since hotels typically maintain large sums of cash on the premises. Front office and revenue center cashiers should comply with a robber’s demands and make no sudden movements or attempts to stop the crime. The front office cashier should not do anything to jeopardize their lives or the lives of others. If an alarm cannot be triggered without danger, the front office cashier and other employees who encounter a criminal should observe the person carefully, noting physical characteristics such as height, weight, build, dress, color and style of hair, complexion, scars, tattoos, and anything unusual. The language spoken by the robber can also be noted.

If it can be done without danger, the front office staff should observe the robber’s direction of escape and type and license number of any vehicle used. Front office staff should not touch anything the robber may have touched so that the fingerprints can be gathered. Following a criminal incident, the front office should immediately notify the police.

Fire

The front office is often responsible for monitoring fire alarms and alert systems. The fire department requires that written plans be formulated for possible fire emergencies. They periodically check the premises for compliance with statutory requirements. In some cases, the fire department assists in training hotel employees in fire emergency procedures. Every hotel should have written plans detailing:

·         Emergency escape procedures and assignments

·         Procedures for employees who remain to maintain critical hotel operations until they evacuate

·         Procedures to account for all employees after evacuation

·         Rescue and first aid duties for employees qualified to administer aid

·         The preferred means of reporting fire and other emergencies

All lodging properties must conduct and require their employees to attend mock fire drills on a periodic basis.