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Hierarchy of front office: Front Office Organisational chart with digram

Hierarchy of front office

Wikipedia states that the hotel’s reception or hotel front office is where visitors first meet staff members at a business. The front office staff can answer any questions visitors may have and connect them with the right person within the hotel.

The Department of Hotel Front Office This department’s staff is easily visible to guests. The front desk staff manages the transactions between the hotel’s guests and the hotel. The front office staff greets guests and handles their needs.

The organisation chart for the Front Office department should give a clear view of the authority lines and communication channels within the department. The Front Office Director is responsible for leading a large hotel’s department. He is supported by the Reservation Manager, Front Desk Manager, and Revenue Manager.

front office hierarchy- Hotel Front Office Operations

There are two categories of Front Office Operations

Front-House Operations

These operations are visible to the guests of the hotel. The guests can interact and see these operations, hence, the name Front-House operations.

Few of these operations include:

Back-House Operations

front office hierarchy – Front Office staff conducts these operations in the absence of the guests or when the guest’s involvement is not required.

These operations involve activities:

Determining the type of guest (fresh/repeat) by checking the database.
Ensuring the preferences of the guest to give a personal touch to the service.
Maintaining guest’s account with the accounting system.
Preparing the guest’s bill.
Collecting the balance amount of guest bills.
Auditing and generating reports.


Front Office Organisational chart

Number of staff working under the front office manager. The structure of the front office department depends on the size of the hotel business, the physical size of the hotel, and the hotel management policies.

Following is the general Hierarchy of front office department:

Overview of responsibilities of the different staff of front office department:

Front Office Manager

Assistant Front Office Manager

Lobby Manager

Guest relation executive

The Guest relation executive duties and responsibilities include the following :

Reservation Assistants

Receptionist

Cashier

Telephone Operator

Bell Boys


Front Office Responsibilities

Qualities Of Front Office Staff

FAQs

  1. Q: What skills are required to work in the front office?
    • A: Working in the front office requires excellent communication skills, strong interpersonal skills, organizational abilities, and a customer-centric approach.
  2. Q: Is the front office only applicable to the hospitality industry?
    • A: No, the concept of a front office hierarchy and organizational structure is applicable to various industries where customer interaction is essential, such as hotels, corporate offices, healthcare facilities, and more.
  3. Q: Are there any career advancement opportunities within the front office hierarchy?
    • A: Yes, individuals can progress within the front office hierarchy by gaining experience, demonstrating leadership skills, and pursuing additional training and qualifications.
  4. Q: What challenges can arise in managing the front office?
    • A: Challenges may include handling difficult guests, managing high volumes of inquiries, coordinating multiple tasks simultaneously, and ensuring smooth communication between departments.
  5. Q: How can companies improve their front office operations?
    • A: Companies can improve front office operations by investing in training programs, implementing efficient communication systems, adopting technology solutions, and continuously seeking feedback from guests.

Conclusion:

The front office hierarchy is the backbone of exceptional customer service across various industries. By understanding its structure and the diverse roles within, organizations can ensure that guest interactions are seamless, efficient, and leave a lasting positive impression. As the face of the company, the front office plays a pivotal role in creating a remarkable guest experience that contributes to overall business success.

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