Functions of the Front Office
1. Reservation Handling
Accepts and processes booking requests from individuals, travel agents, and corporate clients.
Manages room inventory (availability) efficiently.
Maintains guest profiles and preferences for future reference.
Types of reservations: confirmed, tentative, guaranteed, walk-ins.
2. Guest Registration (Check-In Process)
Welcomes the guest, verifies the reservation.
Collects necessary documents and details (ID, address, payment method).
Allocates appropriate room as per guest requirement.
Issues room key/card and explains services.
3. Guest Services / Concierge
Provides information about hotel services, tourist attractions, transport.
Handles guest requests (wake-up calls, laundry, luggage handling, taxi service).
Coordinates special requests (birthday arrangements, early check-in).
Acts as a public relations representative for the hotel.
4. Room Assignment and Key Handling
Assigns rooms based on booking, guest preference, and availability.
Ensures key cards are issued safely and only to authorized guests.
Maintains privacy and security of guests.
5. Handling Guest Complaints and Feedback
Listens to guest issues empathetically.
Coordinates with relevant departments to resolve issues quickly.
Records feedback to improve future service delivery.
6. Check-Out and Billing
Prepares the final bill (folios) including all charges.
Cross-checks all services availed (room service, laundry, minibar).
Accepts payment (cash, card, digital, corporate credit).
Collects feedback and thanks the guest.
7. Cashiering
Handles financial transactions (advance payments, deposits, final settlement).
Maintains cash register and records.
Issues receipts and maintains billing records.
8. Coordination with Other Departments
Maintains close coordination with housekeeping, F&B, engineering, and security.
Shares guest arrival lists, special requests, VIP arrivals, etc.
Ensures seamless service and guest satisfaction.
9. Guest History and Record Keeping
Maintains guest database, visit records, preferences, and feedback.
Helps in loyalty programs and marketing campaigns.
10. Telephone/Communication Services
Handles incoming and outgoing calls (PBX system).
Transfers calls to appropriate extensions.
Maintains wake-up call records.
Importance of the Front Office Department
1. First and Last Impression
Front office sets the first impression at check-in and last impression at check-out.
Plays a major role in shaping overall guest satisfaction.
2. Revenue Generation
Through room sales, upselling, early check-in, late check-out fees.
Encourages guests to use other paid services of the hotel.
3. Guest Satisfaction and Loyalty
Directly interacts with guests – listens, understands, and fulfills needs.
Helps build long-term relationships and repeat business.
4. Information Center
Acts as a central source of information for both guests and employees.
Maintains updated knowledge of room status, promotions, packages, etc.
5. Security and Safety
Verifies guest identities and maintains a secure guest list.
Coordinates with security for suspicious activities or emergencies.
6. Coordination Hub
Coordinates guest services with other departments like housekeeping, room service, etc.
Ensures seamless delivery of promised services.
7. Crisis and Emergency Handling
Handles emergencies like fire alarms, medical issues, cancellations.
Maintains calm and assists in evacuation or support during crises.
8. Brand Image
Well-trained front office staff enhance the brand’s professionalism and reputation.
Polite, attentive, and well-dressed front office employees reflect the hotel’s standards.