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Front office department is the first departments that are noticed by the guest as soon as they enter into the hotel premises. It is a major department, which is responsible for the sale of hotel room through a systematic method of reservation which are followed by registration and assignment.
Revenue which is collected from the sale of rooms contributes more than 55 percent of total hotel sales. The profit percentage of a sale of a room is very high as compared to other sales of a hotel.
As it is the one and only department where the guest has first and the last point of contact in a hotel and it is the first department which is noticed by the guest whenever they enter the hotel so it plays the important role in image building of the hotel. Hence it is also called the “Nerve Centre” of the hotel. Since it is responsible for building the image as well as to uplift the standard of hotel, the hotel spends a huge amount of money to make it more luxurious and beautiful. Such as expensive furniture beautiful decorative items like beautiful flowers etc.
It is such a complete and excellent place which provides detailed information about how modern hotel establishments operates or function. There are many functions of front office but they are mainly divided into five main functions and they are as follows:
The front office operation is divided into the following types as bellow:
To maintain the standard and to run front office operation and functions smoothly front office staff plays an important role. Without their co-operation and hard work maintaining front office is impossible. So here are some of the golden rules which are to be followed by front office staff:
A request for an accommodation in a hotel by a prospective guest for a different period of time by various modes is termed as a reservation. It simply means pre-booking or blocking hotel room before a guest arrives in a hotel as per guest request. Or in other words, a reservation can be defined as “An agreement between customer and service provider for the service pertaining to the future.
Reservation is one of the important or vital sections within front office as it is responsible for taking room reservation (RR) made by the guest or clients from different sources through systematic procedures. This is why it is referred as the nerve centre of the front office department.
Reservation section is located at the back side or behind the front desk where guest cannot view or see. Whereas, reception / information centre or concierge and front office cashier are located at the front desk.
As we come to know that reservation section lies within the front office department, it is responsible for receiving and processing of all the room reservations. It is very important for the front office reservation to understand and have knowledge of different services and tariff structures of the hotel to know the reservation system in detail so that they are able to solve customers’ queries in better and efficient way.
Its purposes are as follows:
Joshi, Basant Prasad et.al., Fundamentals of Hotel Management-XII, Sukunda Pustak Bhandar,Kathmandu
Bhandari, Saroj Sing et.al., Principle of Hotel Management-XII, Asmita Publication, Kathmandu
Oli, Gopal Singh et.al., Hotel Management Principle and practices-XII, Buddha Prakashan, Kathmandu
The function of a front office
Purposes of Reservation