The Front Office is the heartbeat of any hotel—serving as the first point of contact and ensuring smooth, memorable guest experiences from check-in to check-out. A clear hierarchy ensures efficient operations, excellent service, and ultimate guest satisfaction. Here’s an overview of the key roles and their responsibilities within a typical Front Office structure:
🔹 Front Office Manager (FOM) – The leader at the helm! 🚢 Oversees all front office operations, ensures guest satisfaction, drives revenue, and leads the team with a focus on service excellence.
🔹 Assistant Front Office Manager (AFOM) – The reliable second-in-command! 🤝 Supports the FOM by managing daily operations, resolving issues, and upholding brand standards.
🔹 Duty Manager (DM) – The go-to troubleshooter! 🛎️ On duty around the clock to handle guest concerns, make critical decisions, and maintain smooth operations during their shift.
🔹 Front Desk Supervisor – The hands-on team leader! 🎯 Guides front desk agents, oversees check-ins/outs, and ensures consistent service delivery.
🔹 Guest Relations Executive (GRE) – The experience enhancer! ✨ Specializes in handling VIP guests, fulfilling special requests, and ensuring personalized service.
🔹 Receptionist / Front Desk Agent – The welcoming face of the hotel! 😊 Manages check-ins and check-outs, room assignments, billing, and guest inquiries with professionalism and warmth.
🔹 Concierge – The local insider! 🗺️ Provides guests with expert recommendations, transportation assistance, dining reservations, and more to elevate their stay.
🔹 Bell Desk / Doorman – The warm first impression! 🎩 Assists with luggage, welcomes guests, and ensures a smooth arrival and departure experience.
🔹 Reservations Team – The booking specialists! 📊 Handles room reservations, upsells services, and plays a key role in optimizing occupancy and revenue.
🔹 Night Auditor – The overnight operations expert! 🌙 Balances financial transactions, prepares daily reports, and ensures night shift operations run smoothly.
Each of these roles plays a vital part in delivering seamless hospitality, creating exceptional guest experiences, and driving the hotel’s success.
