Front Office

Front office is one of the core departments which come under rooms division of the hotel. It is the nerve centre which helps in creating first and lasting impression on the guest. This department helps in providing courteous and hospitable environment so that the guests feel at their ease and comfort during their stay. This department is known for providing anticipatory and prompt services for the guest contentment. The various sections of this department include Room’s reservations, Telephone exchange, Reception, Concierge, Cashier and Information desk. The department is responsible for ensuring a steady and smooth turnover. It also helps the organization to earn the largest share of revenue.

To bridge the gap between industry and academia, students are imparted hands-on training on all aspects of front office operations management. To keep abreast with the dynamic environment, IDS the Property Management System that is being used by the institute for providing software training in managing front office operations. Front office lab with facilities for simulation has been created to ensure effective training. It includes individual work stations which facilitates individual attention to the students for acquiring the mastery in operating PMS system.

Here’s an overview of what front office learning entails:

1. Reservation Systems: Understanding how to use reservation systems is fundamental for front office staff. They need to learn how to make, modify, and cancel reservations efficiently, as well as manage room inventory effectively.
2. Check-in and Check-out Procedures: Front office staff should be trained in check-in and check-out procedures to ensure a smooth and pleasant experience for guests. This includes greeting guests, verifying identification and payment methods, assigning rooms, and providing information about hotel amenities and policies.
3. Guest Services: Front office staff learn how to address guest inquiries, requests, and complaints courteously and effectively. They should be knowledgeable about local attractions, restaurants, transportation options, and other services to assist guests with their needs.
4. Payment Processing: Training in payment processing systems and procedures is crucial for front office staff to handle guest payments, including cash, credit cards, and other forms of payment. They should understand billing processes, authorization procedures, and how to generate receipts.
5. Room Assignments and Upgrades: Front office staff should be trained in room assignment strategies, considering factors such as guest preferences, room availability, and special requests. They may also learn how to handle room upgrades based on availability and hotel policies.
6. Technology Proficiency: Front office staff should be proficient in using various technological tools and systems, including property management systems (PMS), reservation software, email, and telephone systems. Training in these areas ensures they can perform their duties efficiently and utilize technology to enhance guest experiences.
7. Upselling and Cross-selling: Front office staff may receive training in upselling and cross-selling techniques to promote additional services, upgrades, or amenities to guests during the check-in or reservation process.

Overall, front office learning in the hotel industry encompasses a wide range of skills and knowledge essential for providing excellent guest service, managing hotel operations efficiently, and contributing to the overall success of the establishment.