Homework Week 2

Homework Week 2

Nilzete Flinn

DeVry University

Foundations of Hotel Mgmt

Jodee Phillips

November 9, 2013

Homework Week 2

Chapter 3:

1. Name the functions of the front office department along with job titles and specific responsibilities of each.

In a full-service hotel, the front office organization structure is formed by numerous staff members such as:

Front office manager – Directs and coordinates the activities of the registration desk, reservations office, key, mail, and information desk; service department, front desk, and security department.

Assistant front office manager – establishes efficient methods for the coordination of all departments, particularly cashiers, credit, sales, housekeeping, engineering, telephone, and security, also responsible for the efficient processing of information on guest room availability.

Reservations manager – They work directly under the direction of front office manager. They are responsible for complete processing of reservations and reservations correspondence. They take and confirm incoming requests for rooms, noting specials requests for services. They maintain all records for the statistical control of rooms and reservations, inputting and processing reservations, confirmations, and reservations change requests: selling rooms and exchanging information with front desk and communicates with marketing and sales also are part of responsibilities of a reservation manager.

Concierge – In a full service hotel they reports to the front office manager, guest services staff such as bell captain, doorman, and concierge assistant reports to a concierge who establishes policies and procedures and writes job descriptions, training manuals for all employees of guest service staff. He also assist guest with services needs such as tickets, car rentals, tours, travel information, etc.

Front desk agent – Management’s representative. The person must be a salesperson for the hotel with guests who are...