OPERATIONAL STRUCTURE OF FRONT OFFICE

All organization should have well defined mission and objectives and to meet these mission and objectives every organization requires a formal structure. A common way to represent that is through an organizational chart which is a schematic representation of relationship between positions within an organization or a graphical presentation of the hierarchical frameworks. They are arranged in levels of hierarchical status connected by lines suggesting the different types of authority.

Likewise, a hotel can be called as an organization because it is also a business which is set up to achieve certain goals for its guest. Also it plans and coordinates the activities of other staff to achieve its goals and also it divides personnel into functional departments each with their own areas of definite authority, responsibility, and accountability. Using the minimum and maximum requirements of a hotel for the span of control we can design the organizational hierarchy or chart for the hotel upon the following pillars:-

• Division of labour: – every job must be well defined and should possess a definite place in organization
• Source of authority: – authority means having the right to acquire work from others
• Span of Control: – the limited number of subordinates whose activities are interrelated that a person can effectively supervise is called span of control

The structure of the front office department changes according to the size of the hotel business, physical size of the hotel, and the hotel management policies. Following is the general structure of the front office department:-

Fig. Front Office Hierarchy (Common)

JOB DESCRIPTION OF FRONT OFFICE PERSONNEL

A job description is a journal document that stipulates the duties and responsibilities of a job holder and certain aspects that are expected of him to be able to perform one‘s duties. Every organisation has its own policies to what it wants to document in a job description. The job description could include working hours, workplace limits, equipment handled and salary grade. Job description statements are essential and useful in the regular functioning of all organizations.

BENEFITS OF JOB DESCRIPTION 

• The employee knows what his job entails and can perform to those requirements.
• It acts as an important part of orientation performs.
• It acts as a legal document journey disputes.
• It protects employee from unreasonable superior wanting to victimize his subordinate by overburdening.
• It is the basis of expectations of the organization from the individual.
• Acts a basic foundation to set standards of performance for staff.

DUTIES AND RESPONSIBILITIES OF THE TYPICAL FRONT OFFICE STAFF

Front Office Manager: He is the in charge of the front office department and allocates the available resources of the department to achieve the required goals of the department and the organization. His main function is to supervise all the front office staff and to ensure proper and smooth functioning.

Assistant Manager: He reports to front office manager. He organize supervise and train all front office staff, so that they can provide quick and personalized services to the guests, which help the establishment in maximizing the revenue.

Front Office Supervisor: He reports to Assistant front Office manager, he is responsible for organizing and supervising a shift and providing fast and efficient front desk service.

Receptionist: The main function of a receptionist is to receive guests and answer their queries.

Reservation Assistant: He process the reservation requests that reach the hotel by any mode i.e. written, telephone, online; depending on the availability of desired room type, they confirm, wait list or deny the reservation request of the quest.

Information Assistant: Provide information to guest about the hotel. They also handle guests mails and messages and provide other services.

Cashier: He posts guest jobs accurately and promptly from reservation outlet. Settle guests account either by cash or credit when they departure.

Bell Boy: He transport guest‘s luggage at the time of check in and check out. Escort guests to their rooms and tell them about room facilities and other hotel services.

Night Auditor: He audit daily income from hotel operation and prepare reports for readers.

Door Attendant: He opens the door of the guest‘s vehicles on their arrival. Also opens the hotel‘s main entrance for him.