The Complete Guide to the Front Office Department in Hotels

Role of the front office of hotel

Various functions are carried out by the front office of hotel like reservation, reception, registration, room assignment and bills settlement of a guest. The guest remains in contact of front desk for information and any kind of help. Thus, the front desk plays a crucial role in Hotel Revenue Generation.

in this context that choosing a reliable hotel booking software like Booking Master is crucial, as the front office is the heart of a hotel. The software automates key tasks, helps staff improve room reservations by recognizing repeat guests and optimizes room occupancy for maximum revenue.

Key Functions of the front office of hotel

The front office of a hotel is the central point of communication among various hotel departments. It acts like a bridge between customer needs and hotel services like housekeeping, food and maintenance. Further, it is responsible for handling reservations, check-ins, check-outs and addressing guest inquiries or concerns. In simple terms, the front office is the heart of the hotel. It connects all departments and ensures that everything runs smoothly for the guests.Below, we discuss some functions in detail.

1. Guest Relations and Services:

   Manages guest interactions and ensures a welcoming experience.

2. Reservations and Bookings:

   Efficiently handles and processes all reservations.

3. Check-In and Check-Out Processes:

   Oversees smooth arrival and departure for guests.

4. Guest Billing and Payments:

   Manages billing, payments, and resolves disputes.

5. Handling Guest Complaints and Requests:

   Addresses and resolves guest concerns and requests.

6. Communication with Other Departments:

   Coordinates with housekeeping, maintenance, and other departments for seamless.

The front office of hotel is directly responsible for building relationships with guests and for interdepartmental communications (example with Housekeeping and other Divisions).

Stages of guest interaction with the front office of hotel

• Pre-Arrival Stage:

  The guest explores options for booking accommodation, gathering information through the internet, websites, brochures, and tourist portals. The enquiry is processed through phone calls or emails, and details such as name, age, contact information, and probable stay duration are recorded in the hotel’s software.

• Arrival Stage:

  Guests are welcomed at the reception, and bellboys handle baggage. For confirmed reservations, a pre-filled Guest Registration Card is signed. For walk-ins, a tariff card is provided, and facilities are explained before registration. Once registered, the guest receives a welcome kit, room keys, and is escorted to their room. The guest’s record is created in the hotel system, forming a guest folio for charges and payments throughout the stay.

• Occupancy Stage:

  Charges for services used, such as room bills and additional requests, are updated in the hotel system. Messages and mail for guests are delivered with confidentiality. The front desk ensures keys are assigned correctly. Additional services like booking taxis, event tickets, and sightseeing are provided as requested.

• Departure Stage:

  Final bills are prepared and presented for settlement. If bills aren’t fully paid, necessary documents are collected for follow-up. The guest record changes to a non-guest record. Bell desk porters handle baggage and assist with transportation if needed, like a drop-off to the nearest airport or transit point.