Staff Organization Structure

Classical staff organization is applicable for large hotels may vary from one hotel to another.
It depends on size as well as policies of the hotel.

Front Office Manager

Assistant Front Office Manager

Guest Relation
Lobby Manager Executive

Supervisor Supervisor Supervisor

Reservation Information Telephone

Supervisor Supervisor Supervisor

Reception Bell Desk Cash & Bill
(Receptionist) (Sr. Bell Captain) (Head Cashier)

Reservation Reservation Sr. Telephone

Assistant Assistant Operator

Receptionist Bell Captain Bell Captain

Telephone
Operator

Junior Bell Boys

Receptionist (Page Boys)

Trainees Trainees Trainees

Trainees Trainees Trainees
Qualities of a Good Front Office Employee
The most common answer to the question "Why did you decide to become a receptionist?" is,
because you wanted to MEET PEOPLE.
To be successful in any human relationship you must reflect these characteristics:
 A warm personality.
 A keen interest in people,
 Poise under pressure.
 A desire to be helpful.
 The ability to listen.
 A willingness to reflect management policy.
 The ability to get along with co-workers.
 A desire to be liked.
 The ability to help another employee without resenting it or showing irritation.

Standing behind front desk and meeting any of the dozens of problems that arise in a hotel
requires a reserve of energy.

Keep your reserve built up by common-sense rules of living:

 Get plenty of sleep.
 Don't drink. If you must, be moderate.
 Don't smoke, at least not on the job.
 Be positive,

As a receptionist you will be one of the first persons a guest meets in a hotel. First impression
forms lasting impression. So make sure that the guest gets a positive impression from the
moment he walks in.
Some points to remember:
 Avoid all controversial questions. You can afford to win arguments, but not in the hotel
business.
 Be oblivious to guests' mistakes. Say "I'm sorry, I didn't make it clear". Don't say, "You
are wrong" or "You misunderstood me". Instead say, "Sorry sir, I could not make
myself clear."
 Do not criticize competing hotels. This never helps any one, including yourself.
 Cancel all "Yeas", "Okays" and "Noes" from your vocabulary, i.e. don't use slang.
 Speak positive. Every negative reply can be rephrased: "One moment, please" is a great
improvement over "Wait a minute".
 Refer to men guests as gentlemen, females as ladies.
 Immediate attention to the traveler is a form of respect to which he is entitled.

Last but not least the sincere smile is and has been a tradition of the hotel business.
This smile has to be sincerely at all times - not wooden.

Your personal hygiene and neatness will also help you to a successful performance as a hotel
receptionist.
Selection of Staff
Following guidelines will help the employer to screen the candidates properly.
1. General Appearance
- Pleasing features
- Smile readily
- No apparent deformity
- Robust health (good teeth, clear bright eyes, glowing skin, hair etc.)
- Pleasant voice and evidence of good hearing
- Good attention and care to body cleanliness (no bad breath, body odour etc.)
- Personal clothing (clean, modest and neat). Appropriately dressed, clean shoes
- Exhibits cordial attitude
2. Experience of Mental Alertness
- Ability to carry on a logical conversation and reasoning
- To make clear and concise (but complete) statement
- To be able to meet difficulties intelligently
- Meets the minimum educational requirements of the job.
3. Evidence of Emotional Stability
Both at work and at home (assessment can be made from appraisal of reports from the last
position held and feedback from the family).
4. Comprehensive Knowledge of Trade
Acquired by (a) Studies, (b) Learning, (c) Training and (d) Practical experience
5. Administrative Qualities
- Ability to control
- Ability to command arid make people obey
6. Organizational Ability
- Daily routine work
- Special work (arrival and departures of groups, V.I.P.s, delegations, etc.)
7. Professional Attitude towards Job
- Report to work on time
- Positive attitude towards job
- Recognize positive and negative aspects of job
8. Professional Performance
- Is sensitive to guest needs
- Has a sense of humour
- Responds and speaks intelligently
- Is creative
- Possesses good listening habits
9. Flexibility
- Willing to accept different shift if necessary
- Is not 'set in ways'
- Understands others' point of view
- Is a team player (works well with public and his staff members)
10. Professional Demeanor
- Projects maturity
- Appears to be business-like
- Is courteous
- Maintains control in difficult situations (controls temper & takes action as needed)
Job Description
1. Front Office Manager
- Directs and coordinates the activities of the front office department, which includes room
reservations, guest room assignment, mail and information.
- Reports to the management (either manager or executive assistant manager) and is
wholly responsible to him for the daily functions of the front office.
- Maintains and/or develops applicable operation procedures involving both
convention and non-convention reservations, controlling of open and closed dates,
availability and condition of rooms and suites, guest arrival patterns, control of keys,
receipt and flow of mail and messages to ensure efficient methods and liaison
between department sections and shifts.
- Must understand the functions of, and be able to cooperate with closely related
departments such as front office cashiers, assistant manager, credit, sales,
housekeeping, service and inter-hotel reservations.
- Meets with executive management and supervisors from these and other
departments at regular intervals to plan and coordinate hotel housing activity.
- Works closely with various convention group secretaries to aid their planning of arrival
and guest housing.
- Meets with individual guest or convention group representative on problems of room
assignment, price and location.
- Prepares reports to the management and other supervision relative to anticipated rooms
occupancy, reservation pattern, expected check-in and out.
- Responsible, along with the personnel department, for the employment and training of
staff.
- Aids and promotes in carrying out hotel-employee relation policies such as courtesy
program, work performance records, vacations, etc.

2. Assistant Front Office Manager

- Assists from office manager in supervising and coordinating the day to day operations
of the front office staff and resolves internal problems.
- Co-ordinates staffing of mail and information and reservation clerks with their
supervisors.
- Arranges schedules of room salesperson. Liaises with sales department for present and
future convention and group bookings.
- Corresponds with future guests and blocks suites and special request for large
conventions.
- Deals with problems arising from guest complaints and reservation and room
assignment activities.
- Interviews and hires applicants.
- Responsible also for any miscellaneous duties assigned by the front office manager.
- Assumes responsibilities of front office manager upon his absence.

3. Assistant Manager
- Represents management in the important area of guest relations. This is exemplified
in the primary role as "hotel host", of personally welcoming as many guests as
possible and offering services. Includes guest deserving special attention, family
groups, women travelers and the handicapped.
- Handles questions of charges and check cashing, investigation of any guest
comments and coordination with emergency plans.
- During check-in and out, greets guests who may be waiting to offer assistance and
alleviate any delays.

- Must be thoroughly familiar with hotel procedures and policy concerning

reservations, room assignments, baggage handling, housekeeping methods,
 restaurant and room, charges, credit and security.
- Maintains a logbook recording any unusual incidents. Reviews log book with
department heads to check on guest service conditions or to recommend changes
in existing practices.
- Advises management of various situations involving either guest or employee.
- Meets periodically with management and department heads in reviewing guest
service procedures and in the planning of special handling for convention groups.
- Makes periodic guest room and public area space inspections so as to be thoroughly
knowledgeable in location, type and appearance.
- Will escort designated guest(s) or group to room as courtesy and continuation of
duties as hotel host.
- May correspond with guest concerning special reservations.
- Makes a point of determining incoming convention groups, their history and names
of key individuals, and location and timing of functions to provide competent guest
service.
- Should be well versed in local city history, places of interest, shopping areas,
theaters, etc. to provide guest with intelligent and alert service.

4. Reservation Manager/Assistant Manager Reservation

- Supervises and answers inquiries of reservations agents.
- Arranges schedules of reservations agents.
- Maintains close liaison with secretaries of major companies that do business with
the hotel. Frequently calls upon to entertain these secretaries.
- Types and processes reservation requests received by phone, telegraph, letter etc.
- Is responsible for accurate and effective handling of reservation tally sheet.
- Advises and informs front office manager or assistant on duty of significant increase
or decrease of reservation tally, which could affect hotel's open or close status.
- Types and files reservation slips. Types confirmation slips.
- Trains new agents in all aspects of above.
- Supervises and coordinates activities of filing clerks.
- Opens and routes all mail addressed to front office. Time stamps all correspondence.
Marks mail to emphasize important points for reservation typist.
- Keeps a record of all reservations and makes a monthly room nights report; in
addition prepares half year report of all accounts and their respective production.

5. Lobby Manager
- Schedules the duty roster and determines justification for manpower strength.
- Handles guest complaints, and ensures that the front office has good relations with
all departments.
- Co-ordinates with various departments for effective guest handling.
- Co-ordinates with front office — (reception and information) to facilitate rooming and
departure of guests and front office cash (to allow credits).
- Does liaison between the travel counter, airlines regarding arrival and departure
of flights. Takes constant rounds at night of all operating areas to ensure a smooth
functioning.
- Passes credit bills in the absence of assistant front office manager.
- Trains all staff under him, and trainees as well.
- Co-ordinates with the security and ensures that no unwanted happening takes place
in the hotel.
- Attends general manager's meetings.
- Completely responsible for all goings-on in the lobby, and operating public areas
and rooms at night as well.
6. Front Office Assistants
(i) Reservation Assistants
- Courteously and promptly handle all reservations on phone, by mail, telex cable
and computer etc.
- Up-date the reservation register/records in order to have updated inventory of room
availability.
- Type out advance reservation slips and maintain reservation racks and
correspondence files and in case of computers update information in computers.
- Carry out amendments and cancellations intelligently and accurately.
- Keep availability status chart updated.
- Display reservation position on "Flash Board".
- Check on reservation stationery and keep a satisfactory par stock of the same.
(ii) Reception/Registration Assistants
- Be informed on daily room status. Have detailed information regarding arrivals,
their room requirements and expected departures of the day.
- Check up VIP's reservations and issue VIP amenities, voucher for fruits and flowers,
beverages etc. and any other special requests.
- Prepare all records connected with pre-registration for VIP, invalids and old people.
- Handle group/crew registration as per laid down procedures as well as FIT.
- Maintain satisfactory part of all registration of stationery.
- Room all arrivals using arrival errand cards.
- Constantly update room rack/information rack.
- Type out permanent arrival slip after registering guest and slot in racks.
- Open out guest folio without delay and transmit it to front office cashier himself or
send the G.R. card to cashier for opening the guest folio.
- Maintain room rates absolutely current and up-to-date.
- Prepare room discrepancy report and ensure a double check through lobby attendant.
- Work closely with information assistants.
- Give all departure rooms to housekeeping promptly.
- Take all cleared rooms promptly from housekeeping. •
. - Take rooms reports/occupancy statistics.
- Sell higher priced rooms and other hotel facilities through trained salesmanship,
- Help room service and telephone departmentally to racks.
- Handle scanty baggage diligently. -
- Know colour codes used in reception.
- Know room history, namely location, kind, rate, theme, if any, and the view each
room commands.
(iii) Information Assistants
- Distribute room keys to registered guests in the hotel when arrival errand card is
presented.
- Answer incoming calls for guests and report all messages.
- Handle all guest mail, information, parcels, telegrams as per laid down procedures.
- Answer queries on house facilities and places of tourist interest.
- Keep information aids like time-table, road maps, hotel guide etc,
- Help in paying guests.
- Maintain log for guest and staff information.
- Maintain guest racks alphabetically.
- Sell hotel facilities through trained salesmanship.
- Sign departure errand cards in acknowledgement of receipt of room key from a
departing guest.
- Report keys not retrieved or lost to front office manager at once.
- Maintain close contacts with housekeeping, engineering, lobby, food and beverages
and other coordinating departments.
 Job Qualifications for above-mentioned positions
Minimum Educational Qualification: Graduation/high school with preferably a craft
course in reception and book-keeping/hotel graduates.
Experience Required: Nil, at time of entry. One month's departmental training.

7. Night Manager -
- Supervises operation of hotel through the night.
- Represents management when decisions must be made during these hours.
- Answers inquiries concerning hotel services and facilities and deals with complaints.
- Maintains reputation of hotel by refusing or ejecting undesirables.
- Assists cashiers with questions of credit.
- Dispatches security officers to investigate disturbance or investigates himself
- Receives articles and maintains ledger of articles turned-in for Lost and Found
Department. Maintains logbook noting unusual occurrences.
- Checks function board for accuracy.
- Keeps close watch on night clerks.

8. Night Clerk
- Registers and assigns room to guests.
- Gives and receives keys—maintaining a "key control".
- Answers inquiries over the telephone and in person pertaining to hotel services and
registration of guests.
- Arranges for room changes as necessary.
- Makes and confirms reservations received in person, over the phone or over teletype
machine.
- Balances room revenue with night auditor.
- Completes numerous reports for management analysis through the following
procedures. Prepares night clerks summary, three day forecast and VIP list.
- Verifies guest origin and source of business on previous day check-out cards.
- Completes report on geographical survey.
- Checks the room racks against the information board (Concierge) and telephone
operator's board for omissions and sleepers.

9. Bell Captain
Job Summary
- To organize, supervise and control all lobby services to guest satisfaction in a shift.
Job Specification
- Supervise the lobby attendants. Control their movement and activity on the lobby
attendants control sheet.
- Take attendance and prepare staff schedules to meet exigencies of work.
- Advise the assistant manager-lobby periodically on the performance of lobby
attendants, and at times provides information to the guest.
- Attend to guest complaints and handle telephone calls in the absence of assistant
manager-lobby.
- Handle left luggage formalities and maintain the baggage check room.
- Train lobby attendants to maximize departmental efficiency.
- Organize and supervise check in/out baggage formalities of groups, crews etc.
- Control the sale of postage stamps and stationery to guests.
- Maintain record of all guests with "scanty baggage" and inform assistant manager-
lobby and front office.
- Assist security in lobby surveillance.
- Conduct daily briefing of lobby attendants.
- Co-ordinate and control the distribution of morning newspaper.
- Supervise the storage of essential medicine prescribed by the house doctor and be
accountable of the issues made. Keep lobby clean at all times.
 - Keep baggage neatly and orderly at the specified places.
Co-ordinates with
- Front office: to execute efficiently the arrivals and departure formalities.
- Telephone: to arrange for wake calls especially for airline crews/groups.
- Security: to help protect hotel property services and image from undesirable persons.
- Front office cash: for receiving clearance to remove baggage out of the hotel as a
consequence of guests paying their bill.
- Housekeeping: for cleanliness and uniforms.
- All departments: concerning transport arrangements if applicable.
Job Qualifications
Minimum Educational Qualification: Matriculate. 10+2 preferred. Experience
Required: Three years as a bell boy of a reputable hotel. Other Experiences : ~
Knowledge of lobby systems and procedures.
- Good command of the English language. Knowledge of foreign languages preferred.
- Physically sturdy and stamina to stand for long hours and lift heavy luggage.
- Presentable and well-groomed as job involves continuous guest contact.
- Willingness to be of help and assistance to guests all the time.

10. Bell Boy

Job Summary
- To execute porter and other lobby services as determined by the management.
Job Performed
- Report to bell captain.
- Handle guest arrival.
- Take the baggage from the car in the porch/gate to the room.
- Escort the guest to the room on arrival.
- Place the baggage in the room, on the luggage rack.
- Explain the operation and control of light switches/air-conditioning etc. to the guests and
switch them on.
- Handle departure of guest (through use of departure errand card).
- Under instructions from bell captain bring the baggage down from the room on
departure.
- Check the room to ensure that the guest has left no articles in the room by mistake.
Switch off all lights and air-conditioning.
- Obtain clearance from front office cashier on the errand card regarding the bill i.e.
paid/signed by the guest.
- Ensure collection of keys from guests at the time of check out and obtain clearance from
information section.
- Check for mail, messages for departure guests and, if available, collect and give mail
or messages to departing guest.
- Take the baggage and place it in the car in the porch/gate. .
- Handle errands requested by guests and front office staff.
- Handle baggage of guests when they are shifting to another room.
- Distribute newspapers to guest rooms and selected offices.
- Keep lobby area clean and clear to ensure smooth traffic flow.
- Track/keep eye on unwanted guests in the hotel.
- Attend to instructions of supervisor.
- Assist in executing the baggage room formalities.
- Provide laundry valet service at night.
- Deliver guest messages to guest rooms.
- Execute all procedures efficiently as per standards and systems laid down by the
management.
- Handle and store equipment carefully and appropriately i.e. luggage trolleys, wheel
chairs etc.
- Report guests with scanty baggage to the lobby manager.
- Account for 'postage stamps' sold and post mail promptly.
 - Vend postal stamps and stationery as instructed by bell captain.
- All errands inside or outside of the hotel as may be instructed.

Layout of Front Office Department

From the Front Desk, three sections are operated, namely, Reception, Information and Cash
& Bill. Back Office consists of Reservation, Telephone and Front Office Manager’s Office.
Bell Desk is situated next to the main entrance.