Hotel front office management

Abstract

Together with the housekeeping department and several other sub-departments, the front office in larger hotels is normally part of the rooms division, headed by a Director of Rooms but with its own Front Office Manager. This chapter helps the reader to understand the nature and extent of the front office department's role within a hotel operation, and explains the role played by the front office department in the guest cycle. It identifies some factors needed to manage a successful front office operation, and helps the reader to be aware of those forces that may impact on the future development and management of the front office department. In terms of physical location, the front office is normally found near the entrance of the hotel and is often located immediately behind the reception desk. Proper communication flows within the front office department and between front office and other specialist divisions need to be maintained to ensure that the full benefits of bookings.