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Unique Home Furniture, Home Decorating and Home Decoration Store
Front Office Manager:
•^ " Front office manager "} • Assistant front office manager A-j « Front desk representatives Night auditor O c < Cashiers Reservationists Telephone operator Beside? public contact and guest communications, the front office staff may also be required to organize room-occupancy and reservation statistics, maintain ongoing communication with the housekeeping department, promote room and beverage sales, and balance the books. "
In a small motel, all these duties might be performed by a single owner or manager. In a larger hotel, several specialists ire employed to handle the various responsibilities of the :ront office.After completing this chapter, you should be able to perform the following tasks: 1. Identify, the key staff positions of the front office. 2. Describe the responsibilities and duties of the front office manager, assistant manager, front desk representative, night auditor, reservationist, cashier, front desk receptionist, and telephone operator.
The organization of the front office of a typical mid-market hotel is shown in Figure 2-1. The staff is supervised by the front office manager, who is assisted by an assistant front office manager. The main functions of the front office are handled by front desk representatives, night auditors, and front desk cashiers. In the example, each staff member has a specialized area of responsibility, but at some properties, all front office personnel are generalists who perform the duties of a front desk receptionist, a cashier, and a night auditor. To understand how the front office operates, let us examine the responsibilities of each key staff position. Other guest communications duties ' may include providing information on hotel policies, facilities, and services, and welcoming important guests. The front office manager confers regularly with the sales and marketing department for updates on special group reservations, billing arrangements, potential peak periods, and general forecasts. The manager must also maintain close communication with the housekeeping department about room status and check regularly with the accounting department for information about special billing requirements or problems. The front office manager is required to prepare regular written reports on the activities and progress of the front office, for review by the executive director or assistant director.
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