Kuliah Online Front Office 2 Sesi 7@PBU 7_NTT

Function of The Front Office Manager

               The Front Office is a pivotal point in communication among in –house sales, delivery of service to the guest, and financial operations. The position requires an individual who can manage the many details of the guest needs, employee supervision, interdepartmental communication and the transmittal of financial information. The person who holds this exciting position can develop an overview of the lodging property with regard to finances and communication.

             A successful Front Office Manager convey the spirit of the particular lodging property to customer. By applying management principles, he or she works through the front office staff to communicate feelings of warmth, caring, safety and efficiency to each guest.

The Front Office  Manager must train personnel in the technical aspects of the property management system(PMS), a hotel computer system that networks the software and the hardware used in reservation and the registration databases, point of sales systems, accounting systems and other office software. He or she must also maintain the delicate balance between delivery of hospitality and service and promotion of the profit centres, and maintain the details of communication system.

        The Front Office Manager has his or her disposal the basic elements of effective management practices: employees, equipment, inventory (rooms to be sold), a budget and a sales opportunities. The manager is responsible for coordinating these basic elements to achieve the profit goals of the lodging property.

Front Office employees must be trained properly to function within the guidelines and policies of the lodging establishment. The Front Office manager cannot assume that an employees knows how to do certain tasks. Every employee needs instruction and guidance in how to provide hospitality;front office employees attitude are of the utmost importance to the industry. To ensure the proper attitude prevails, employers must cultivate an atmosphere in which employees are motivated to excel and the nurtures their morale and teamwork.

         The property management systems gives the FOM  an unlimited opportunity for managerial control. He or she can easily track information such as ZIP codes of visitors, frequency of visits by corporate guests, and amount of revenue a particular conference generated and pass this information on to the marketing and sales department. An unsold guest room is  a sales opportunity lost forever. This is one of the major challenges of the front office manager. Cooperation between the marketing and sales department and the front office is necessary to develop profitable advertising and point of sales strategis. The subsequent training of the front office personnel to seize every opportunity to sell vacant rooms helps ensure the financial goals of the lodging property are met.

         Budgetary guidelines must be developed by the front office manager and the general manager, as the FOM does have a large dollar volume under his or her control. The budgeting of money for payroll and supplies, the opportunity for improving daily sales, and accurate recording of the guest charges require the FOM to apply managerial skills.

         The foremost concept that characterize as FOM is team player. The FOM doest not labor alone meet the profit goals of the lodging property. The General Manager sets goals, objectives and standards for all departments to follow. The assistant manager offers the department heads additional insight into meeting the operational needs of the establishment. The controller supplies valued accounting information to the FOM as feedback on current performance and meeting budgetary goals. The food and beverage manager, housekeeper, and plant engineering provide essential service to the guest. Without cooperation and communication among these departments and the front office, hospitality cannot delivered. The director of marketing and sales develops program to attract guests to the lodging property. These programs help the front office manager completes the team by providing the front office with competent personnel to accomplish the goals, objectives and standards set by the General Manager.

 

Job Description

A job analysis, a detailed listing of the tasks of a job, provides the basis for a sound job description. A job description is a listing of required duties to be performed by an employee in a particular position. Although most nothing is typical in lodging industry certain daily tasks must be performed. A job analysis is useful in that it allows  the person preparing the job description to determine certain daily procedures. These procedures, along with typical responsibilities and interdepartmental relationships involved in a job, form the basis for the job description. The future professional will find this management tool helpful in preparing orientation and training programs for employees. It also helps the human resources department ensure each new hire is given every opportunity to succeed.

The following is the job analysis of a typical front office manager:

7.00 AM	Meets with the night auditor to discuss the activities of the previous night. Notes any discrepancies in balancing the night audit.
7.30	Meets with reservation clerk to note the incoming reservations for the day
8.00	Greets the first-shift desk clerks and passes along any information from the night auditor and reservation office. Assists desk clerk in guest check outs
8.30	Meets with the Housekeeper to identify potential problem areas of which the front office staff should be aware. Meets with the plant engineer to identify potential problem areas of which the front office staff should be aware
9.00	Meets with director of marketing and sales to discuss ideas for potential programs to increase sales. Discuses with the banquet manager details of groups that will be in house for banquets and city ledger accounts that have left requests for billing disputes
9.30	Checks with the chef to learn daily specials for the various restaurants. This information will be typed and distributed to the telephone operators
9.45	Meets with the front office staff to discuss pertinent operational information for the day. Handles guest billing disputes
11.00	Meets with the General Manager to discuss the development of the next day fiscal budget
12.30 PM	Works on forecasting sheet for the coming week. Prepares preliminary schedule and anticipated payroll
1.30	Has a lunch appointment with a corporate business client
2.15	Works on room blocking-reserving rooms for guests who are holding reservations-for group reservations with the reservations clerk
2.30	Works with the controller on budgetary targets for the next month. Receives feedback on budget targets from the last month. Checks with the housekeeper on progress of room inspection and release
2.45	Checks with the plant engineer on progress of plumbing repair for the eighteenth floor
3.00	Greets the second-shift desk clerks and relays operational information on reservations, room assignments, room inventory, and the like
3.15	Assists the front desk  clerks checking in a tour group
4.00	Interviews two people for the front desk clerk positions
4.45	Assists the front desk clerks in checking in guests
5.15	Reviews trade journal article  on empowerment of employees
5.45	Telephones the night auditor and communicates current information pertinent to tonight’s audit
6.00	Checks with the director of security for information concerning security coverage for the art exhibit in the ballroom
6.30	Completes work order request forms for preventive maintenance on the front office posting machine
6.45	Prepares to do schedule tomorrow

The Job description is based on the job analysis of a FOM

Title: Front Office Manager

Reports to: General Manager

Typical duties:

1. Reviews final draft of night shift.

2. Operates and monitors reservation system for guest room rental.

3. Develops and operates an effective communication system with front office staff.

4. Supervises daily operation of front office staff –reservations, registrations, and checkouts.

5. Participates with all department heads in an effective communications system facilitating the provision of guest services.

6. Plans and participates in the delivery o marketing programs for the sale of rooms and other hotel products and services.

7. Interfaces with various department heads and controller regarding billing disputes involving guest.

8. Develops final draft of budget for font office staff.

9. Prepares forecast of room sales for upcoming week, month or other period as required.

10. Maintains business relationship with corporate community leaders.

11. Oversees the personnel management for the front office department.

12. Performs these and other duties as required.

References:

Fifth Edition Hotel Front Office Management, James A Bardi, EdD, CHA- Jhon Wiley & Sons, Inc