Front Office Department
1.0 Front office department
1.1 Organisational chart
[pic]
1.2 Duties of front office staff
1.2.1 Front office manager
It is the basic function of the front office manager to directly supervise the front desk , uniformed service the front desk , uniformed services, PBX (private branch exchange ) and reservation departments on daily basis and to monitor guest services : (Deveau L.T. et.al,1996).The person who responsible of all the function of the front office. Basically managers do monitoring department services and the PBX stands snatch as switchboards/ telephone operators. On the other hand, manager is leading the front office staff in delivering hospitality.(Bardi J.A 2003 ) also dealing with the other department, Account or sales marketing department ,housekeeping department etc. This process assistance develop both interpersonal and effective interpersonal skills
1.2.2 The reservation Manager
The reservation manager who organise the staff duty rotas, establish and maintain high standards of work. For example: The reservation manager has authority to make decision when hotel is fully booked or to continue and become overbooked (Baker S, et.al 1998)
Duties:
• Training reservation agents and setting-up cross training programs. • Preparing and distribution to other department 10days and 30 days forecast • Handling room rates and request for reservation information • Maintain and developing working relationship with central reservation office and travel agents. • Make the decision on whether booking should be accepted or not.
1.2.3 Telephonist
Telephonist supervises all the telephone operators’ call through the hotel. The staffs require good communication skills and language skills. Not only that, they obligated to place international calls and give wake-up calls as required by guest. The telephone exchange is normally located near the reception because of the extremely close working
1.1 Organisational chart
[pic]
1.2 Duties of front office staff
1.2.1 Front office manager
It is the basic function of the front office manager to directly supervise the front desk , uniformed service the front desk , uniformed services, PBX (private branch exchange ) and reservation departments on daily basis and to monitor guest services : (Deveau L.T. et.al,1996).The person who responsible of all the function of the front office. Basically managers do monitoring department services and the PBX stands snatch as switchboards/ telephone operators. On the other hand, manager is leading the front office staff in delivering hospitality.(Bardi J.A 2003 ) also dealing with the other department, Account or sales marketing department ,housekeeping department etc. This process assistance develop both interpersonal and effective interpersonal skills
1.2.2 The reservation Manager
The reservation manager who organise the staff duty rotas, establish and maintain high standards of work. For example: The reservation manager has authority to make decision when hotel is fully booked or to continue and become overbooked (Baker S, et.al 1998)
Duties:
• Training reservation agents and setting-up cross training programs. • Preparing and distribution to other department 10days and 30 days forecast • Handling room rates and request for reservation information • Maintain and developing working relationship with central reservation office and travel agents. • Make the decision on whether booking should be accepted or not.
1.2.3 Telephonist
Telephonist supervises all the telephone operators’ call through the hotel. The staffs require good communication skills and language skills. Not only that, they obligated to place international calls and give wake-up calls as required by guest. The telephone exchange is normally located near the reception because of the extremely close working