Front Office

1
Front Office

• Sales of rooms
• Reservations
• Walk-ins or chance customers
• Registration and Room assignment
• major influence on the profitability of the
  property
• First line representation of the property and its
  management
• style and standards indicator

2
Front Office

• Information source for
• guests and visitors about
• hotel services
• external activities and locations
• staff from other departments
• F and B, back office, housekeeping
• Maintenance of guests records
• Data base of guest information
• Guest history management

3
Front Office

• Supervision of guest accounts
• credit supervision
• cashier reconciliation
• guest receivables
• Management of all front of house activities and
  staff
• reservationists (bookings clerks), cashiers,
  concierge, bell persons, front office staff.

4
Introduction to Room Sales
In most hotels room sales is the responsibility
of the Front Office staff. In larger hotels,
reservations are handled by a back of house
office and walk-ins by the front office staff.
Room sales can also be delegated to a
reservation agent or system.
5
Re Room Sales

• Room sales is critical for the profitability of
  the hotel
• Room rates influenced a.o. by
• Standard of property
• Number of guest in room
• Location of room in building
• Seasons and/or vacation periods
• Competition
• etc (to be discussed later in detail)