Exploring Front Office Roles in Large Hotels

Exploring Front Office Roles in Large Hotels

Learning Objective

At the end of the lesson, you will be able to understand the various front office roles in large hotels, their responsibilities, entry requirements, and promotion opportunities.

What do you already know about front office roles in large hotels?

2. Front Office Manager

The Front Office Manager oversees all front office operations, manages staff, handles guest complaints, and ensures efficient guest check-in and check-out processes.

1. Introduction to Front Office

The front office is the first point of contact for guests in a hotel. It includes various roles that ensure a smooth and pleasant guest experience.

3. Front Desk Agent

Front Desk Agents greet guests, handle reservations, check guests in and out, provide information about the hotel and local area, and address guest inquiries and concerns.

4. Concierge

The Concierge assists guests with various services, such as making restaurant reservations, arranging transportation, providing recommendations for local attractions, and fulfilling special requests.

5. Guest Relations Manager

The Guest Relations Manager ensures guest satisfaction by addressing and resolving issues, coordinating special requests, managing loyalty programs, and maintaining guest relations.

7. Night Auditor

The Night Auditor is responsible for balancing daily financial transactions, reconciling accounts, generating reports, and ensuring accuracy in financial records during the night shift.

6. Reservation Agent

Reservation Agents handle hotel bookings, assist with room availability inquiries, update reservation systems, and communicate with guests regarding their reservations.

8. Entry Requirements

Most front office roles require a high school diploma or equivalent. Some positions may require previous experience in customer service or the hospitality industry.

9. Promotion Opportunities

Promotion opportunities in the front office depend on performance, experience, and additional qualifications. Advancement to higher positions like Front Office Manager is possible with experience and leadership skills.

11. Interactive Activity: Case Studies

Present case studies of challenging scenarios in front office roles and encourage students to discuss possible solutions and actions to handle the situations.

10. Training and Development

Hotels often provide training programs and opportunities for professional development to enhance skills and knowledge in front office operations.

12. Interactive Activity: Role Play

Divide students into groups and assign them different front office roles. Have them act out common scenarios to practice their communication and problem-solving skills.

13. Q&A Session

Provide an opportunity for students to ask questions and clarify any doubts regarding front office roles, responsibilities, entry requirements, and promotion opportunities.

14. Recap and Conclusion

Summarize the key points discussed in the lesson and emphasize the importance of front office roles in providing excellent guest experiences in large hotels.

Write down 3 things you learned in this lesson.

Have students enter three things they learned in this lesson. With this they can indicate their own learning efficiency of this lesson.

Write down 2 things you want to know more about.

Here, students enter two things they would like to know more about. This not only increases involvement, but also gives them more ownership.

Ask 1 question about something you haven't quite understood yet.

The students indicate here (in question form) with which part of the material they still have difficulty. For the teacher, this not only provides insight into the extent to which the students understand/master the material, but also a good starting point for the next lesson.