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It is the process of understanding the job, dividing the job into small components, grouping
responsibilities & authorities among staff, establishing relationships in the activities and staff for the
achievement of common goal.
FRONT OFFICE MANAGER: is the in charge of the Front Office Department who allocates the available
resources (men, machine, materials & money) of the department to achieve the organizational goals.
The basic function of FOM is to supervise all the Front Office personnel &to ensure the proper and
smooth operation of the department. FOM reports to the General Manager of the hotel.
2. Perform the function of a link between the management & front office employees.
6. Evaluate the job performance of front office staff & fills their appraisals.
9. Reviews all reports generated by all the sections, included night auditor’s report.
11. Maintain coordination & good communication with other departments of the hotel.
14. Motivate the staff to work in a team to achieve the organization objectives.
15. Coordinate with the sales & marketing team to ensure maximum sales of hotel rooms.
RESERVATION ASSISTANT:
She/he processes the reservation requests that reach the hotel by any mode. He should possess great
salesmanship skills by suggesting higher room categories, &also selling other hotel services like spas,
restaurants etc. to the guest. As we know the reservation section generates the maximum revenue for
the hotel, so reservation assistant should understand, anticipate, & influence consumer behavior in
order to maximize the profits.
RECEPTIONIST:
Receptionist is the first person to come in contact with the guest at the time of their arrival. The basic
function of a receptionist is to receive guests and answer their queries.
Provides information to the guest about the hotel’s products & Services, nearby food & beverage
outlets, places of tourist interest in the city & around, etc. he also handles guest mail, messages & keys.
CASHIER:
During the stay in a hotel, guests may perform various credit & debit transactions with the hotel. At the
time of departure, guest settles his bill at cashier. It is essential for the front office cashier is to keep the
guest folio updated by posting all credit & debit transactions.
1. Prepare guest bills and present the same for settlement at the time of guest’s departure.
2. Update guests’ credit transactions regularly.
3. Maintain & review guest weekly bills & check not to exceed credit limit.
4. Obtain the house bank/ float (a fixed amount which comprises currency & coins of different
denomination to carry out the day’s work) & keep it balanced.
5. Transfer guest balances to other accounts, as required.
6. Handle V.P.O. (Visitor paid out).
7. Settle guest accounts by accepting cash, credit card, traveler’s cheque, etc.
8. Check the authenticity of currency received.
9. Control safety lockers.
10. Exchange foreign currency according to the daily exchange rate, in strict accordance with the
rules & regulation of RBI (Reserve Bank of India).
11. Balance the cash, & close the shift.
TELEPHONE OPERATOR:
Telephone operator hardly comes in direct contact with the guest, but they play important role in
creating the image of the hotel in the minds of the guests. The basic skills of the good telephone
operator include clarity & courteous in their voice, attentiveness &object listening.
BELL BOY:
Bell boy transport the guest luggage at the time of check-in & check-out. They also escort guest to their
rooms and familiarize them with the in-room facilities and services.