How to manage the front office

The front office, also known as the housekeeping department, is a department that organizes customers, sells room goods, organizes reception and coordinates customer service, and provides various comprehensive services for guests.

The front office is the main place for guests to contact the hotel and the department to coordinate all services provided by the hotel. It involves many services provided by the hotel, such as room reservation, personnel registration, luggage, telephone, message, inquiry, ticketing, mail, business, foreign currency exchange, agency, checkout and other services. Front office is an important department in hotel management and the core of the whole hotel service. Its operation will directly affect the overall service quality, management level, economic benefits and market image of the hotel.

The basic task of the front office is to maximize the promotion of guest room goods and other hotel products, and coordinate all departments of the hotel to provide satisfactory services for guests, so that the hotel can obtain ideal economic and social benefits. Specifically, the tasks of the front desk include the following: 1. Selling a house is the first task of the front office. Guest room is the main product of the hotel, and its sales revenue accounts for the main part of the whole hotel income structure. At the same time, room items are not storable. Therefore, whether guest rooms can be effectively promoted will directly affect the economic benefits of the hotel. Booking sales is an important part of hotel room sales, and actively carrying out booking business is an important means for hotels to sell room goods, and it is also the central work of the front office. 2. Provide all kinds of comprehensive services as the front desk department that directly provides all kinds of related services for guests. Front desk services include airport and station shuttle bus service, luggage service, information inquiry service, ticketing agency service, mail service, telephone switchboard service, business center service, valuables storage service, cashier service, etc. In the process of completing the front office service, front office service and other hotel services, such as room service, catering service, security service, etc. , constitute the overall service of the hotel, which is manifested in the close connection of "service chain", avoiding buck passing and emphasizing "service in place", leaving guests with satisfaction and a deep impression on the hotel.