In this article, I will be discussing the duties and responsibilities of front office staff which includes the Front office manager, lobby manager, reception supervisor, reception assistant, reception shift in charge, reservation supervisor, reservation assistant, bell boy, senior bell caption, and front office cashier. so stay tuned on this article.
Duties and Responsibilities of Front Office Staff
1. Front Office Manager
- The front office manager is the senior head of the front office department. He is responsible for ensuring that everything is going smoothly or not.
- He oversees that guests are warmly welcomed and provided with high-quality amenities. The motive is to give satisfaction to the guest. The front office manager’s duties are managing the staff, and reservations, ensuring the smooth running of the department, checking that staff is reporting on time and are in proper uniform, supervising front desk staff, handling special guest and VIP arrangements, monitors room availability coordinating with housekeeping department, preparing reports and maintaining guest records.
- The main role of the front office manager is to manage all the activities of the front desk. They are also responsible for hiring and training the staff. If there is any problem he manages the situation.
- If a guest is having any problem that is also handled by the front office manager he talks with the the guest humbly and provides him with the solution and makes sure that the guest is satisfied.
- He also ensures that the reservation process is going smoothly or not. The moment the guest arrives at the hotel he ensures that he has a good experience so that in return guest will give positive reviews and in the future might come and may recommend his friends or relatives. And front office manager plays a very important role in the hospitality industry.
Basic Responsibilities
- Manages front desk staff
- Hiring and supervising front desk staff
- Manages to check-in and check-out process
- Handles payment and billing part for the guest
- Maintains security and protocols for the smooth running of the hotel
2. Lobby Manager
- Lobby manager is responsible for managing the Lobby area and ensuring the maintenance of lobby assets. He checks the pre-registration cards and discrepancy reports. He is responsible for assisting and welcoming guests and providing them necessary information.
- They are responsible for ensuring the security protocols and maintaining security in the lobby area. If a guest asks to schedule appointments for a meeting then this is also handled by the lobby manager.
- They oversee that the decorations and furniture are done properly in an appropriate manner. They also handle the check-in and check-out process and verify the reservation.
- They are responsible for issuing the room keys and handling any request or concern that guests may have. They train and supervise their staff so that they perform well and if they perform well then it will leave a good impact on guests.
- He ensures that all staff are following the policies and procedures. They also keep a record of guests and prepare reports in which such things are included as guest feedback, service-related issues, and occupancy rates.
- He also manages room allocations that as per the room booked by the guest have been alloted or not. And ensures safety and security in the lobby area and the Lobby manager plays a very crucial role in the hospitality industry.
Basic Responsibilities
- Responsible for welcoming the guest as the guest arrives
- Maintains the lobby area clean and hygienic
- Upon the arrival of the guest, Assist the guest with their luggage
- Handles the needs and preferences of the VIP guest
- Training and supervising of the lobby staff and porter
3. Reception Supervisor
- The Reception Supervisor is responsible for welcoming the VIP guests and assisting the reception staff. They are responsible for ensuring the smooth running of the reception area and managing the reception team members.
- They provide training and guidance and also motivate the staff so they give their 110% and make the guests satisfied. They perform various tasks like answering calls, handling queries, managing reservations, maintaining records, coordinating emails and messages, greeting the guests, and as well as assisting them.
- They also hire new staff for their team members. If there is any conflict in the reception area, the reception supervisor handles the situation. He also coordinates with guests’ issues and provides them with a solution.
- They verify the visitor’s identity to ensure security and safety purposes. The communication skills of the reception supervisor are excellent and it leaves a good impact on the visitor.
- They are also responsible for maintaining inventories and checking the shift in charge list. They are also responsible for maintaining the record of the reception.
- They oversee the maintenance of technology equipment such as computers, fax machines, telephones, etc. Reception plays an important role in the hospitality industry.
Basic Responsibilities
- Responsible for team management
- Assists with inquiries and special request
- Handles guest complaints and issues
- Responsible for monitoring access control
- Handover shifts to employee
4. Reception Assistant
- They are responsible for providing support to guests and employees and managing the reception. As we know the reception is the first place where a guest arrives and leaves an impression, so the reception assistant greets and welcomes the guest.
- They perform various tasks like handling phone calls, managing appointments, scheduling meetings, booking conference rooms, providing information, and providing directions to the visitors.
- They are also responsible for distributing mail and packages. They ensure the security protocols such as verifying the visitor’s identity card for security purposes.
- They maintain the record and manage the office supplies. If there is any problem or conflict they handle the situation. They execute government formalities for international tourists and prepare room reports.
- They send messages to the guests and update the room racks regularly. They also assist with various administrative tasks such as filing, typing, etc. They ensure that the reception area is clean and hygienic. And reception supervisor plays a great role in the hospitality industry.
Basic Responsibilities
- Manages reservation and cancellation process
- Responsible for issuance of guest key
- Answering the calls and taking the message
- Maintains cash and processes credit card transaction
- Responsible for ensuring accurate room allocation
5. Reception Shift in-charge
- The reception shift in charge is responsible for supervising the entire shift operation and performing the tasks of the reception assistant.
- He ensures that the reception team members are performing their duties in an appropriate manner or not. They perform various tasks such as managing daily operations, coordinating with staff, scheduling, assigning tasks, greeting and assisting visitors, answering phone calls, forwarding accurate messages, handling mail and packages, managing appointments and reservations, maintaining the reception area, etc.
- They are responsible for training and guiding new receptionists. They perform administrative tasks such as handling cash, and transactions, maintaining guest databases, keeping records, etc.
- They also ensure safety and security such as monitoring CCTV cameras. They also maintain inventory and other supplies. If there is any problem arises during their shift they provide them with a solution. And reception shift in charge plays a very important role in the hospitality industry.
Basic Responsibilities
- Responsible for supervising and ensuring shift operations
- Manages conflict that may arise during shift
- Responsible for guest services and problem-solving
- Provide training to the staff
- Coordinates guest needs and requests
6. Reservation Supervisor
- The Reservation Supervisor is responsible for managing reservations such as ticket booking, meeting planning, event planning, conference booking, restaurants, etc. He provides training and guidance to reservation teammates so that he performs well and can fulfill the customers’ needs customers.
- He is also responsible for handling customers’ special requests or customer inquiries. If there is any problem in the reservation system or software he provides a solution to them.
- The Reception Supervisor also ensures that the staff is following the protocols or not. They generate reports and maintain records related to reservations. They also maintain the software and database.
- They have good communication skills to coordinate well with the team members and guests. They also promote additional services to the customer.
- Their motive is to satisfy the guest and they should have a good experience. And reception supervisor plays a very important role in the hospitality industry.
Basic Responsibilities
- Responsible for managing and booking conferences, events, and restaurants.
- Responsible for reservation management and inventory control
- Ensures every task is being performed well by the teammates
- Oversees that agents are following the procedures or not
- Provide accurate information to the guest.
7. Reservation Assistant
- They are responsible for handling booking for airlines, hotels, railway, car rental, meeting rooms, conference rooms and events. Even they handle the cancellation procedure of reservations.
- They provide customer support by providing the information, answering queries, checking the availability, booking and handling reservations, managing room availability, and confirming their booking on time.
- They have excellent communication skills as they have to communicate well with their clients and staff. They also keep a record of bookings and cancellations of reservations. He helps the customer by resolving their issues related to reservations or bookings. They also tell the customer about the payment process and guide them on how to make online payments etc.
- Reservation Assistants are very friendly with guests and employees. They make reservations as per the guest’s requests and preferences.
- They are responsible for sending automated emails and messages to the customer. Reservation Assistant plays a great role in the assisting hospitality industry.
Basic Responsibilities
- Responsible for maintaining reservation records of guest
- Manages room availability
- Provides information regarding discounts with the best option
- Provides reservation confirmations to the guest
- Coordinates with other department to ensure guest’s request
8. Senior Bell Captain
- Senior Bell Caption is responsible for assisting bell staff and providing guidance to them. He distributes the newspaper and maintains the stock of the equation and luggage.
- He also assists his staff related to call procedures and customer inquiries. He provides information to the guests related to hotel amenities. He looks after the team management and is responsible for training and guiding. They have good communication skills as they communicate professionally with staff and guests.
- They handle the bell services like trolleys, luggage carts, etc. They also provide good and positive satisfaction to the customer. They are also responsible for safety and security such as proper handling of luggage.
- They also maintain effective relations with departments such as the front desk, concierge, and housekeeping department. Their main agenda is to give the best bell service to the guests. Senior Bell Caption plays an important role in the hospitality sector.
Basic Responsibilities
- Guides bellmen and porters
- Maintains staff scheduling and guest greetings
- Responsible for providing concierge services
- Maintains security in the bell area
- Responsible for the development and training of bell staff
9. Bell Boy
- Bell boy is a person who takes the luggage of the guest to the room. Bell boy assisted with the guest’s luggage at the time of arrival and departure. Bell boy wears a proper uniform and greets the guest in a friendly manner.
- He is responsible for checking the mail and messages distributed to guests. He handles guest inquiries and complaints. He is responsible for providing information related to transportation, restaurants, routes, nearest and local attractions, etc.
- They ensure the cleanliness around the lobby area and assist with valet parking services. He also ensures the smooth running of the operation. He explains to the guest about the hotel amenities in detail.
- And they also do a good welcoming of guest and gives satisfaction. Bell Boy plays an important role in the hospitality industry.
Basic Responsibilities
- Responsible for handling heavy luggage
- Also responsible for luggage tagging and customer service
- Helps guest by handling their inquiries and providing information
- Ensures the maintenance of lobby appearance
- Handles the emergencies
10. Front Office Cashier
- The front office Cashier is responsible for handling paid out, completing guest procedures check in and check out, settling guest accounts, issuing room keys, processing payment, and verifying identification.
- He welcomes the guests greets them in a friendly manner and provides them with the necessary information. The tasks performed by the check-in front office Cashier are cash handling, check-in and uncheck-out process, billing and invoicing, modifying room reservations, maintaining financial records, communicating with staff and guests, collaborating with other departments such as housekeeping, etc. and upselling and promoting hotel services.
- They also provide customer service If guest has any issues or problems front office Cashier resolves the problem and provides them with a solution.
- He also ensures safety and security related to guest payment details, bank details, security of money, etc. They coordinate with a guest on their arrival and departure. Front office Cashier plays a great role in the hospitality industry.
Basic Responsibilities
- Handles payment and cash inquiries
- Maintain a balanced record in their register
- They prevent errors and discrepancies in financial transactions
- They know payment systems such as digital payment, cash, and credit cards.
- Their motive is to provide a positive experience to the customer.
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FAQs
What are clerk duties?
Clerk duties may include maintaining files and records, entering data, answering the inquiries and managing inventory.
What is the first role of receptionist?
The first role of receptionist is to Greet and provide information to guest.
What is the full form of PO?
The full form of PO is Probationary Officer.
Is receptionist a skill?
The receptionist is not a skill it is a job position in a hotel.
Conclusion
This post is about the duties and responsibilities of front office staff. In the front office, various sections play different roles like lobby Manager, reception supervisor, reception assistant, reservation supervisor, reservation shift in charge, reservation assistant, senior Bell captain, bell boy, and front office Cashier. Front office staff plays a crucial role in leaving the first impression of a hotel on the guest. They help in creating a good reputation for a hotel so that they can generate a lot of business. So in this blog, I have clearly explained in detail the job roles performed by front office staff.