Www.lrjj.cn Organization of the Front Office Department.
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Transcript of Www.lrjj.cn Organization of the Front Office Department.
www.lrjj.cn
Organization of the Front Office Department
www.lrjj.cn
Front Office Departments
1. Front Desk / Reception / FD Cashier2. Bell Service / Concierge / Porters3. Transportation (part of BS)4. Guest Service Centre / Call Centre5. Club Floors / Club Level / Executive Club6. Business Centre7. Guest Services8. Night Audit9. Reservations (can be part of S&M)
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www.lrjj.cn
Main Function of FO
To support and facilitate guest transactions and services during the different stages of a guest’s stay.
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Phases of Guest Cycle
Pre-Arrival
Arrival
Occupancy
Departure
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The Interaction between Guests and the Front Office
Pre-arrival
ArrivalOccupancy
Departure
Reservations
Doormen and porters
Guest Cycle
Registration
Roomassignment
Issuing of keys
Baggage handling
Safe deposits
Maintaining guest accounts
Telephone calls
Transportation
Mail and information
Baggage handling
Transportation
Bill settlement
Check out
Reservation Office
Reception
Porters
Reception
Porters
GSC
Front Desk Cashier
Front DeskCashier
Porters
Currency exchange
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Front Desk Department Functions
1. Sell guest rooms, register guests, and assign guestrooms2. Process future room reservations, when there is no
reservations department or it is closed.3. Coordinate with guest services4. Provide information about the hotel, the surrounding
community, and any attractions or events of interest to guests
5. Maintain accurate room status information6. Maintain guest accounts and monitor credit limits7. Produce guest account statements and complete proper
financial settlement
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Front Desk Work Shifts
Day Shift: 7 a.m. --- 3 p.m.
Evening Shift: 3 p.m. --- 11 p.m.
Night Shift: 11 p.m. --- 7 a.m.
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Job Descriptions
List all tasks that are required of a work position. May also outline reporting relationships, additional responsibilities, working conditions, necessary equipment and materials, and other important information specific to the place of employment.
What will you need to do?
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Use of Job Descriptions
• In evaluating job performance• As an aid in training or retraining employees• To prevent unnecessary duplication of duties• To ensure that each job task is performed• To help to determine appropriate staffing levels
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Job Specifications
List the personal qualities, skills and traits an employee needs to successfully perform the tasks outlined in a job description.
What do you need to have/know in order to do your job?
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Job Specifications for FO
• Professional behaviour• Outgoing personality• Helpful attitude• Good diction, grammar, and speaking tone• Flexibility• Well-groomed appearance• Willingness to learn• Orientation to detail
Often include the following characteristics:
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The Unprofessional
• Watch the video again and check which duties from Job Description list (handout) the FD agent did not fulfill?
• Double-check which mistakes did the FD agent make.