Organizational chart of Front office department
Front office Manager is the first person in authority in the front office department.the secretary of FOM assists the work of the FOM and Assistant front office manager is the second person in authority and below him are responsible for the report to him.
In order to carry out its mission, global and departmental goals and objectives, every company shall build a formal structure depicting different hierarchy of management, supervision, and employee (staff) levels. This very structure is refereed to as organization chart. Moreover, the organization chart shows reporting relationships span of management, and staff/line functions.
- The Front Office organization chart shall be designed according to Functions. Doing so not only enhances the control the Front Office has over its Operations, but also provides guests with more specialized attention. Such a division according to functions, however, is not practical in middle and small size hotels due to the fact that these very hotels don't posses enough and sufficient monetary resources to ensure the existence of at least 3 jobholders (i.e. one for each shift) for each job position. Therefore, in middle size hotels, a front office clerk might be responsible for more than one work position. This is ensured via cross training. On the other hand, in small size hotels, one or two front office clerk(s) might be responsible for all front office activities.
Typical functions and positions under the Rooms Division Department:
- Front Desk Agent: Registers guests, and maintains room availability information.
- Cashier: Closes guest folios, and properly checks out guests
- Accounts Receivable Clerk: Posts charges in correct guest folios and updates folios' outstanding balances
- Night Auditor: Controls the job of the Accounts Receivable Clerk, and prepares daily reports to management (ex: Occupancy Report and Revenue Report)
- Mail & Information Clerk: Takes Messages, provides Directions to Guests, and maintains Mail
- Telephone Operator: Manages the Switchboard and coordinates Wake-up Calls
- Reservation Agent: Responds to Reservation Requests and creates Reservation Records
- Uniformed Service Agents: Handles Guest Luggage, escorts Guests to their Rooms, and assists guests for any bit of information requested
Reservation is an advance request for the accommodation and the act of taking reservation is called the selling rooms. It is the process of booking rooms before the arrival of guest in order to ensure the availability of the room as per their need at the time of check-in
Roles of different departments in the hotel
Role of front office:Front office is the department which is noticed by the guest whenever they enter the hotel.It is the first department guest come into contact in the hotel, therefore it is also called the 'nerve center' of the hotel.The rose of front office department are:
Housekeeping department is responsible for the cleanliness and upkeep of the entire hotel and public areas. The following things are considered:
Security department: This department works for maintaining the safety and security of the guests, staffs and the entire hotel properties.Security department comes into action when there is theft, fire, and any emergency cases.The very department is also responsible for the lost and found procedures also.
Engineering and maintainance department: This department is responsible for the maintainance and repair of the damaged items. for example, plumbing, repair or the a/c, furnitures, fixtures etc. all are maintained by maintainance department.
Human resource department: This department is responsible for the Hiring and firing of the staff, maintaining rules and regulations of the hotel, providing uniform to the staff, providing extra hands when required, Identity cards for the staff, Training programmes etc.
Account: This department is responsible for maintaining the financial statements and reports of the entire hotel. It is responsible for the calculations of the total profit or loss of the hotel.
- Responsible for the sale of the hotel rooms through the systematic method of reservation, registration and assignment.
- Forecasts room occupancy and provides room status report.
- Coordinates guest service and answers to their queries.
- Careful design of the front office organization chart.
- Maintains and settles guests account.
- Creates guest history records.
- Maintains all database of guest information.
Housekeeping department is responsible for the cleanliness and upkeep of the entire hotel and public areas. The following things are considered:
- Ensure all fixtures and furnitures are in proper working condition.
- Supply of clean linens and good amenities to the guest room.
- Coordinates with the other departments for the smooth operation.
- Provides room for occupancy
- Schedule periodic cleaning of the hotel and guest rooms.
- Preparation of the food and beverage items as per the guests order in the specific time.
- Checking the quality of the food.
- Control the wastage through the portion control and cost control.
- Follow the HACCP rules while preparation.
- Purchase and storage of the raw materials in an appropriate way.
- Manage the work load among various staffs in the kitchen.
- Receive the guests and escort to the specific table.
- Take the order by presenting the menu.
- Serve the guests order according to their demand.
- Settle the account or transfer the folio.
- Maintain the hygiene and cleanliness in the outlet.
- Train the staffs.
Security department: This department works for maintaining the safety and security of the guests, staffs and the entire hotel properties.Security department comes into action when there is theft, fire, and any emergency cases.The very department is also responsible for the lost and found procedures also.
Engineering and maintainance department: This department is responsible for the maintainance and repair of the damaged items. for example, plumbing, repair or the a/c, furnitures, fixtures etc. all are maintained by maintainance department.
Human resource department: This department is responsible for the Hiring and firing of the staff, maintaining rules and regulations of the hotel, providing uniform to the staff, providing extra hands when required, Identity cards for the staff, Training programmes etc.
Account: This department is responsible for maintaining the financial statements and reports of the entire hotel. It is responsible for the calculations of the total profit or loss of the hotel.
