1.1 Organisational chart
1.2 Duties of front office staff
1.2.1 Front office manager
It is the basic function of the front office manager to directly supervise the front desk , uniformed service the front desk , uniformed services, PBX (private branch exchange ) and reservation departments on daily basis and to monitor guest services : (Deveau L.T. et.al,1996).The person who responsible of all the function of the front office. Basically managers do monitoring department services and the PBX stands snatch as switchboards/ telephone operators. On the other hand, manager is leading the front office staff in delivering hospitality.(Bardi J.A 2003 ) also dealing with the other department, Account or sales marketing department ,housekeeping department etc. This process assistance develop both interpersonal and effective interpersonal skills
1.2.2 The reservation Manager
The reservation manager who organise the staff duty rotas, establish and maintain high standards of work. For example: The reservation manager has authority to make decision when hotel is fully booked or to continue and become overbooked (Baker S, et.al 1998) Duties:
• Training reservation agents and setting-up cross training programs. • Preparing and distribution to other department 10days and 30 days forecast • Handling room rates and request for reservation information • Maintain and developing working relationship with central reservation office and travel agents. • Make the decision on whether booking should be accepted or not.
Telephonist supervises all the telephone operators’ call through the hotel. The staffs require good communication skills and language skills. Not only that, they obligated to place international calls and give wake-up calls as required by guest. The telephone exchange is normally located near the reception because of the extremely close working relationship exist between the front office and telephone exchange (Andrew S., 1999). Duties:
• Charging of calls made by the guest is to be calculated by the operator. • Responsible for the maintenance of the board as any defect in the board affect operating efficiency. • Telephone department is to act as the communications centre in the event of emergency(e.g. fire alarm) • 24-hour local and international telephone service.
Receptionist (reception clerk/ agent) taking information from guest arrival, greet the guest when they arrive, check the guest into the hotel, assign rooms and check all the payment methods of guest.( Baker S., et.al, 1998) They help to ensure that quality service is being given by the front office departments in general hotel. Most of the times guest travels from long way so they are exhausted and may be impatient therefore need efficient and quick check-in services provided by pleasant reception agent. In order to deliver quality and standard service should have good social skills, pleasant manners, empathetic and always be ready to help. Duties:
• Keep the records of hotel room’s status such as clean, occupied, out of order etc... • Responsible to take keys from guest.
• Assigns VIP rooms to ensure guest satisfaction and handling guest immediate problems or queries. • The notification and greeting of important guests
• Selling the facilities of hotel
• Maintaining records of guest
• Also check the guest method of payment.
2.0 Property Management System (PMS)
2.1 Property Management System
Property Management Systems are computer systems that develop to perform two basic functions in accommodation industry. First, they are designed to store data in a convenient and easily retrievable way. Second, they then process this data in such a way that management will receive information conducive to effective decision making. (Deveau.et.al, 1996)