As you enter any organization, the Reception Area is the first place to look at. Be it any inquiry or discharge of any services, or payment for the services, this is the place for everything. Furthermore, this Front Office plays a vital role in the hotel industry. Therefore, the owner must have a clear idea about the front office hierarchy to observe smooth operations in the organization. The staff sitting at the front desk should be competent and friendly to give a positive impression to every visitor. Appropriate responsibilities to the right person will reduce the chances of any future discrepancies.
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Besides addressing the guests, the front office is also responsible for acknowledging their requests. They will hand over the keys and accompany them to the correct room. Moreover, there will be staff to carry the luggage of the guests. The behavior of the entire front desk team is crucial for a favorable impression on the visitors.
Here is a detailed description of the front office hierarchy of a large hotel. Furthermore, you will learn how the front office hierarchy ensures quick and desirable operations.
Front Office Hierarchy- Structure-Chart
Easy Divisions of Operations At the Front Desk
The front office hierarchy does not have much change between the ordinary hotels and the 5-stars. However, the front office hierarchy in a 5-star hotel includes some more designations to carry out the regular activities. Some operations are visible to everyone visiting the hotels, while others may go on behind. It implies that separate personnel undertakes the operations not visible to the guests coming.
Front House Operations
The operations visible to everyone are Front House Operations. These activities involve frequent interaction of the guests with the staff. Some of the important operations coming in this category are;-
- Handling requests of the guests for an accommodation
- Verifying the availability of the accommodation
- Checking from the register and records about any prior bookings
- Creating online accounts for guests coming for the first time
- Collecting personal and other required information from the guests
- Registering the guest name for the internal portal of the hotel
- Issuing the room keys
- Settling the dues and other payments at the time of check-out
After handing over the keys, the reception staff will ask the class-IV personnel to accompany the guests to their rooms. The guests can also ask for any necessary article or other services by calling reception over the phone.
Back House Operations
The next stage of the front office hierarchy of large hotel is the Back House Operations. Here, the guests will not have any direct interaction with the hotel staff. However, several other services are essential to give the promised facilities to the visitors. Furthermore, such backhouse activities are also essential to provide the required safety and security to the guests.
Here we list out the most significant operations coming under this category;-
- Preparing the bills and invoices for multiple services as taken by the guests
- Conducting a background check of the guests for additional security
- Addressing the individual preferences for keeping the guests satisfied
- Auditing of the overall accounts for each guest
- Generating periodic reports depending on the financial activities
- Ensuring the guests receive the personal touch in the specific activities
- Maintaining the accounts of every guest, along with their duration of stay, under separate accounts
- Regular monitoring of the database
- Addressing the complaints and grievances
Front Office Hierarchy In Detail
Undoubtedly, the level of operations depends on the front office hierarchy. It involves a total number of employees working in various positions under one manager. Moreover, the Front Office Manager is responsible for delegating, supervising, and monitoring the activities of every staff working under him/her. However, the overall structure varies as per the size of the operations of the hotels. For example, if it is a small-sized hotel business, the complications will not be much. On the other hand, the hierarchy is longer in special category hotels like 5-star or 7-star.
Let us give you a brief overview of the front office hierarchy in large hotel.
- Front Office Manager: He is responsible for all administrative jobs. Moreover, he also trains the freshers and monitors the reservation systems. The overall quality of operations in the hotel depends significantly on the performance of the Front Office Manager.
- Assistant Front Office Manager: This person is more accountable for the daily activities. He updates the Front Operation Manager about the day-to-day operations. Moreover, he prepares daily reports and provides information about new arrivals or departures. He coordinates with other departments to understand the workflow and status of activities.
- Lobby Manager and Guest Relation Executive: This person is appointed to handle the VIP guests. The safety and security of the guests also remain under the control of the Lobby Manager. Furthermore, the Guest Relation Executive collects visitors’ suggestions and feedback and checks for complaints. He always tries to sustain a positive image of the organization in the eyes of every guest.
- Receptionist and Telephone Operator: Receptionist conducts the most vital operations: welcoming the guests or tackling their queries. Along with assigning rooms, they also process requests for check-out. Sometimes, a receptionist handles the phone calls, while a separate Telephone Operator is there at some other places. The telephone operator gives the messages to the guests or hands over the calls to the guests. Moreover, he or she also has the duty to maintain a log of the wake-up calls. Thus, if you have a meeting next, you can inform the hotel people. The Telephone Operator will ensure that the guest wakes up at the time specified without delay.
- Cashier: This person handles the cash and maintains everyday transactions. He is responsible for preparing the guest bills. He maintains the in-house bank and facilitates foreign currency exchanges.
- Bell Boys: These labor-class employees belong to the lowest base of the hierarchy. They escort the guests to their rooms, deliver packages or messages to the guests, and transport their luggage.
Responsibilities Of The Front Office Staff
The above discussion already highlighted the actual structure of the front office hierarchy in hotels. Is understanding what so many people do in these multiple positions puzzling? Hold on, as we will elaborate on the responsibilities of this dedicated personnel one by one.
Becoming part of the front office hierarchy in a 5-star hotel is not a piece of cake. Furthermore, a reputed hotel will always want its staff to be well-organized, loyal, and disciplined. To ensure customer satisfaction, every new employee gets special training. In this phase, they follow the seniors’ instructions and observe the guests’ reactions. The employees also understand what behavior the customers expect from them. A thorough training will thus enhance the skills and make the staff perfect for attending the guests.
The front office staff carry out the following responsibilities;-
- Preparing the budget
- Creating and maintaining the database for the guests
- Resolve issues and grievances of the visitors, and the guests
- Be courteous while communicating with the visitors
- Coordinate with the staff of every department and report the activities to the Front Office Manager
- Schedule the jobs and duties for the subordinates
- Creating a favorable first impression for all the guests
- Report generation and reviewing them periodically
- Handling all transactions between the hotel and the guests
- Providing every amenity that the guests order, including personal touch
- Ensuring complete satisfaction of all guests and resolving the complaints
Discharging the responsibilities as per the job role is undoubtedly the first duty of every front office employee. However, dedicated efforts are not enough to be the favorite of the guests. The primary aim of the front office hierarchy should be to impress the visitors coming to the hotel. As a result, these front desk people follow certain ethics and mannerisms to be in the good book of everyone.
A few of these qualities are highlighted here under;-
– Courteous behavior
– Punctuality
– Honesty
– Conscious of hygiene
– Smile on the face, always
– Impressive memory
– Fluent communication skills
– Pleasant Personality
– Planned and Organized person
– Devoid of arrogance
– Good Salesmanship
– Understanding the guests’ needs
– Problem-solving attitude
This ensures that the front office hierarchy of large hotels concentrates on several things besides accommodation and other standard facilities. When it is a 5-star hotel, the expectations are also very high. The front desk personnel is accountable for activities in other departments, like laundry, restaurant service, room service, and others. If the guests are unhappy with the quality of food or the delay in room service, they can complain to the reception. Negligence is never entertained in this industry. Therefore, the hotel people always try to keep the guests happy.
Maintaining Time of Front Office Hierarchy Is Mandatory In Large Hotels
Wastage of time is not a habit of a good salesperson. However, the front office manager always takes care of Time Management. The Front Office Hierarchy can never run as per expectation if the manager does not accomplish his tasks on time. Efficiency and effectiveness are the two most important factors when it comes to managing time. Furthermore, identifying the weak areas of operations also falls in the list of responsibilities of an FO Manager.
The manager must prepare a Plan of Action to take the appropriate actions on time. Analysis of the situation and prioritizing the jobs will ensure no delay or negligence. Moreover, he should circulate the distribution chart to every team member working under him for every set of duties. However, after extensive planning also, things will take place as per the specific circumstances. Some uncontrolled situations may arise at any time, especially when it is a large hotel. Instead of being tense, the front-level employees must be capable of handling the situation promptly.
Moreover, the Front Office Manager must be able to identify the most efficient staff in his team. Of course, the best staff gets the chance to handle special guests and VIPs. It is often the dream of every front desk employee to get the opportunity to serve a person of high stature. It depends on the performance and behavior of the employees. If the manager finds the staff compelling enough, he will delegate the responsibility. This implies that FO Manager has the right to decide the duties of every person in the Front Office Department.
Easy Steps For Time Management
A hotel can never run fruitfully if the personnel is lazy and does not want to work on time. The Front Office Manager often follows some simple steps to keep the business running well. This will ensure that every task gets completed before or on time. Thus, it will not give the guests any chance to complain.
They are;-
– Holding short-notice meetings (priority based)
– Plan the work for the day in advance
– Increase time for discretion
– Avoid leisure time
– Completing one job at one time
– Delegating responsibilities depending on the skills of the personnel
– Using special equipment and tools to save time
– Maintain a work diary
– Fix a prime time for top-listed (A-class) jobs
– Divide the time according to the needs of the guests
– Always be conscious of the schedules
– If necessary, Say NO to a certain activity
– Monitor the performances of the team and ensure their effectiveness
If the entire team follows such a well-planned schedule, there will not be any chance of receiving negative remarks. As a result, the front office hierarchy reflects the quality of service for the whole organization. If the front desk is not working fine, it will hamper the work throughout. Therefore, every person in this department must be serious and dedicated. Their main goal should be the accomplishment of every task at hand.
Conclusion
Every front office employee must wear a smile on their face to make the guests feel comfortable. Moreover, the front office hierarchy shows how systematically the hotel operates. If there is proper segregation of duties, no one will be under excessive pressure. This will undoubtedly help the smooth flow of operations throughout the organization. Furthermore, an organized way of handling guests will cast a good impression on every visitor. Transparency and good salesmanship in attitude count a lot in the hotel industry.
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