THE ROOMS DIVISION AND THE FRONT

OFFICE
The Rooms Division or Rooms Maintenance Department consists
of three sections, namely: Front Office, Room Sales and
Reservations and Housekeeping. The Front Office attends to room
bookings, registration of hotel guests, guests relations assistance
and other related matters. The Housekeeping section is responsible
for maintaining the cleaniness, orderliness and maintenance of
guestrooms and public areas. It also provides linen and laundry
service. The Room Sales handles room reservations and sales.In
smaller hotels and lodging houses, the room sales and reservations
are handled ny the Front Office or a centralized Sales Office.
 The Front Office is a very critical service unit because the
first contact of guests and prospective patrons in the hotel
are the Front Office personnel. It is from this first contact
that the guests makes his first and oftentimes lasting
impression about the hotel.The way patrons are initially
received and treated by Front Office Staff will condition their
disposition to other hotel services.If they begin their stay
with a favorable impression because of the front offie
hospitality, thy will most likely come back and patronize
other hotel services.
ORGANIZATIONAL SET UP OF FRONT OFFICE

Among medium and large hotels, there is a separate

section handling each area of operations, under the
command and supervision of the section head, i.e., front
desk supervisor, bellcaptain, etc. The various units include:
1. Front Desk that looks after the registration of hotel
guests and serves as communication and information
center;
2. Reservations Section which handles inquiries and
reservations for room booking;
3. Bell Service which is responsible for escorting guests during
check in and check out and also for attending to guests luggage and
for doing errands for the Front desk.

4. Telephone Exchange Handles operates the switchboard or the

Telephone Communication system to include: answering incoming
calls, receiving and disseminating messages, giving information to
callers through the phone, placing and receiving long distance and
overseas call, screening calls, attending to wake up call requests
and other related matters.
5. Front Office Cashiering looks after the preparation of
bills and the settlement of guest account

6. Concierge/Guest's Relations Assistance is the section

that attends to various forms of guest services like tour and
travel assistance.

7. Aiport/Transport Assistance handles the transport of

guests to and from the airport or other transport terminal.
8. Business Center handles special services like computer
service, fax, email, xerox, souvenir, etc.