FRONT OFFICE

PERSONNEL
Jean Asley O. Junsay
BSHM 2-1
Front Office Manager
The main function of a front office manager is to oversee the daily
operations of the front desk and reception area of a hotel, resort, or
other hospitality establishment.

Responsibilities
• Ensure front desk is tidy and has all necessary stationery and
material (e.g. pens, forms and informative leaflets)
• Train, supervise and support office staff, including
receptionists, security guards and call center agents
• Schedule shifts
• Ensure timely and accurate customer service
• Handle complaints and specific customers requests
• Troubleshoot emergencies
Front Office Manager

Responsibilities
• Monitor stock and order office supplies
• Ensure proper mail distribution
• Prepare and monitor office budget
• Keep updated records of office expenses and costs
• Ensure company’s policies and security
requirements are met
 Front Desk Supervisor
The main function of a Front Desk Supervisor is to oversee the daily operations of the front
desk and ensure that guests receive excellent service. Some of the specific responsibilities
of a Front Desk Supervisor may include:
• The Front Desk Supervisor is responsible for managing and supervising the front desk
staff, ensuring that they are properly trained, motivated, and delivering high-quality
customer service.
• The Front Desk Supervisor is responsible for ensuring that guests receive excellent
service and that their needs and concerns are addressed promptly.
• The Front Desk Supervisor is responsible for handling guest complaints in a
professional and timely manner and taking steps to address the underlying issues. The
Front Desk Supervisor is responsible for managing room reservations and bookings,
ensuring that all guest information is accurate, and that rooms are properly assigned.
 Front Desk Supervisor
• The Front Desk Supervisor may assist with check-in and check-out
procedures, ensuring that they are efficient, fast, and hassle-free for
guests.
• The Front Desk Supervisor may be responsible for handling cash
and billing, ensuring that all transactions are accurately recorded and
that the front desk is always properly stocked with change.
• The Front Desk Supervisor is responsible for maintaining accurate
records and reports of all front desk activities, including guest
requests, complaints, and staff performance.
 A Hotel Front Desk Agent is usually the first person who greets you when

Front Desk Agent you walk into a hotel. Their key duties include distributing room keys,
registering guests and verifying reservations. They are also tasked with
helping guests with any questions or complaints.

RESPONSIBILITIES

• Greeting and thanking guests in a sincere, friendly

manner.
• Checking guests in on arrival and out on departure.
• Posting charges to appropriate guest accounts.
• Anticipating and addressing guests' needs, and
resolving their problems and complaints.
• Assisting guests with disabilities.
Front Desk Agent
RESPONSIBILITIES

• Operating switchboard and assisting with inquiries.

• Assisting the reservations manager with taking
reservations.
• Collaborating and communicating with other
internal departments to ensure guest satisfaction.
• Complying with company procedures and safety
policies.
• Performing duties on a daily checklist.
RESERVATION SUPERVISOR
Responsibilities

• A reservation supervisor is responsible for managing a team of

reservation agents, ensuring that they are properly trained and
motivated to provide excellent customer service.
• Reservation supervisors must be able to handle customer
complaints and ensure that they are resolved in a timely and
satisfactory manner.
• Reservation supervisors must ensure that all reservations are
accurately recorded, processed, and confirmed. They must also
monitor room availability and adjust reservations as needed.
• Reservation supervisors must develop and implement policies and
procedures for handling reservations, cancellations, and refunds.
They must also ensure that these policies are communicated to staff
and customers.
 RESERVATION SUPERVISOR
Responsibilities

• Reservation supervisors are responsible for maintaining reservation systems and

ensuring that they are functioning properly. They must also troubleshoot any
issues that arise and work with IT staff to resolve any technical problems.
• Reservation supervisors must provide regular reports on reservation activity,
including occupancy rates, booking patterns, and revenue. They must also
analyze this data to identify trends and make recommendations for
improvements.
• Reservation supervisors must ensure that their organization is in compliance
with any regulations or laws related to reservations and customer data privacy.
 RESERVATION AGENT

Responsibility: • Selling and promoting reservation services.

• Answering any questions customers might have about
• Assisting and advising customers who may be the reservation process.
choosing from a variety of travel options. • Up-selling, when appropriate, by informing customers
• Making reservations for customers based on their of additional services or special packages, such as tour
various requirements and budgetary allowances. tickets, travel insurance, or upgraded
• Checking the availability of accommodation or seats/accommodations.
transportation on the customers’ desired travel dates. • Providing support to customers who may need to
• Helping plan travel itineraries by suggesting local amend or cancel a reservation.
tourist attractions and places of interest.
• Processing payments and sending confirmation details
to customers.
• Sorting out any issues that may arise with bookings or
reservations.
 A Concierge, also commonly called a Guest Relations Manager or Guest Service Worker, serves
CONCIERGE as a specialized customer service representative. They are most frequently employed within the
hospitality industry, although these positions may also be available in high-end office buildings
and apartment complexes.
RESPONSIBILITIES
• Greeting guests/customers
• Manage guest/customer complaints
• Taking messages
• Managing mail, luggage and deliveries
• Perform basic administrative/secretarial/reception duties
• Running errands to assist guests
• Arranging transportation and excursions upon visitor request
• Provide information and recommendations on local features, attractions, shopping, restaurants, dining, entertainment, nightlife, and recreation.
• Arranging tours and activities
• Making dinner/event reservations for guests
• Obtaining tickets for events
• Arranging special services
• Providing or arranging for general business services for guests
• Managing customer/guest requests for housekeeping and/or maintenance
• Develop network of contacts, service providers and businesses within their communities to serve guests.
 BELL ATTENDANT
During check-in and check-out, bell personnel are responsible for assisting
visitors with their luggage. When guests arrive and depart, they must be greeted,
their luggage must be retrieved, they must be escorted, their room amenities must
be described, their luggage must be verified, and the lobby must be kept tidy and
clean.

Responsibilities
• Greet guests when they arrive and leave the hotel
• Assist with guest luggage and carry items to their room in a safe and professional manner
• Support the front desk staff and bell captain with check-in and responding to guest requests
• Keep the bell desk neat and tidy at all times
• Perform other hotel services as assigned and respond to guest requests as necessary, such as delivering mail and food to
guest’s rooms, taking laundry service, making sure public areas are clean, and checking the guest’s luggage for storage
 DOOR ATTENDANT
Door attendants/commissionaires are usually employed by prestigious venues, such as hotels, theatres, restaurants, exclusive retail
stores and even public venues like museums and exhibitions. Customer service is the focus of their job. Usually situated at the venue's
main entrance, a door attendant/commissionaire is expected to deliver a superior customer service.

Responsibilities
• Oversees the orchestration of the front drive daily
• Coordinates the valet process of patron's and guest's vehicles on the Front Drive
• Greets approaching vehicles, opens doors and greets all guests entering into the hotel
• Escorts guests within the hotel and offers directions to all hotel outlets as well as local Charleston destinations
• Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then

adding personal recommendations and touches to achieve maximum customer satisfaction

• Answers inquiries to hotel policies and services
 A Night Auditor is an accounting professional who oversees financial records for
NIGHT AUDITOR organizations. They ensure that assets are secure through appropriate control
measures and financial records meet all legal standards for accuracy.

Responsibilities
• Check in guests, answer phones and take reservations
• Respond to guest complaints, requests and emergencies
• Process invoices, post checks to vendors and distribute
employee checks
• Reconcile accounts
• Balance the cash drawer and log receipts
• Investigate and resolve out-of-balance accounts
• Keep accurate financial records and ledgers
• Help prepare for forecasts and audits
FRONT OFFICE CASHIER
Responsibilities
• Keeps records of all guests with a high balance.
• Review and track all outstanding invoices. Handle payments. Transfer guest
payments to other accounts as needed.
• Complete the guest checkout process.
• Settle the guest’s account.
• Proper handling of cash settlement procedures, travelers cheques, credit and
debit cards.
• Make discount adjustments.
• Cash settlement at the end of the shift.
• Manage lockers.
• Foreign currency exchange
• Obtains the house bank and keeps it balanced
• Opens the guest folio
• Make all charge entries in the guest bill.
• Help distribute month-end reports as directed by account or front desk
managers.
• Operates Front workplace
• Attend daily briefings
 The Switchboard Operator is to provide friendly, efficient registration, and information to all guests,

SWITCHBOARD fellow employees, and visitors. Responds in a professional and courteous manner to arriving,
departing and in-house guests by providing accurate and timely information and services using
OPERATOR established protocols

Responsibilities
• Answer the telephone in a professional manner and assist guests with any
questions, directions to the property etc.
• Courteously answers inquiries both in person and by telephone, by accurately
communicating hotel rates and information and by using suggestive selling
techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by keeping abreast of all in-house and area
functions in order to answer questions and concerns with timely and
knowledgeable responses, in person and on telephone.
• Operates the switchboard equipment by accepting incoming calls, assisting
outgoing calls, scheduling and setting wake-up calls and paging guests to
provide guests with timely and efficient service. Communicates with all
departments
• Maintain an up to date working knowledge of all resort amenities as well as
any special events.
• Promote and sell special hotel programs, special rate packages, and upgrades
when appropriate.
 DUTY MANAGER/LOBBY MANAGER

Responsibility: • Trains all staff under him, and trainees as well.

• Co-ordinates with the security and ensures that no
• Schedules the duty roster and determines justification for unwanted happening takes place in the hotel.
manpower strength. • Attends general manager’s meetings.
• Handles guest complaints, and ensures that the front office • Completely responsible for all going-on in the lobby,
has good relations with all departments. Coordinates with and operating public areas and rooms at night as well.
various departments for effective guest handling.
• Co-ordinates with the front office (reception and
information) to facilitate rooming and departure of guests
and front office cash (to allow credits).
• Does liaison between the travel counter, airlines regarding
arrival and departure of flights. Takes constant rounds at
night of all operating areas to ensure smooth functioning.
• Passes credit bills in the absence of assistant front office
manager.
REFERENCE:
• https://resources.workable.com/front-office-manager-job-description
• https://www.livecareer.com/job-description/examples/customer-service/front-desk-supervisor
• https://www.indeed.com/recruitment/job-description/front-desk-agent
• https://setupmyhotel.com/job-description-for-hotels/front-office/437-reservation-supervisor.html
• https://www.betterteam.com/reservation-agent-job-description#:~:text=Reservation%20Agent%20Responsibilities%3A&text=Helping%20plan

%20travel%20itineraries%20by,Selling%20and%20promoting%20reservation%20services.
• https://www.bryantstratton.edu/global/bryantstratton/jobs/conceirge
• https://wizehire.com/bell-attendant-job-description
• https://www.hcareers.com/jobs/door-attendant-1979497
• https://resources.workable.com/night-auditor-job-description#:~:text=A%20Night%20Auditor%20is%20responsible,reporting%20them%20on

%20opening%20night.
• https://everythingabouthospitality.in/front-office-cashier-job-description-in-hotel/
• https://fontanavillage.com/wp-content/uploads/2022/02/Switchboard-operator-Job-description.pdf
• https://www.hotelierlifestyle.com/2020/11/what-are-duties-of-lobby-manager.html