Organizational Structure-Front Office

These are the income-generating departments of a hotel and are collectively called the “front-of-the-house.”

• Guest cycle

• Revenue Centers

• Hotels

• Cost Centers

Refers to the various stages of a guest’s experience of a hotel, and the activities and processes that are carried out at each of these phases: pre-arrival, arrival, occupancy, and departure

• Guest cycle

• Revenue Centers

• Hotels

• Cost Centers

Organizes staff duty rosters and makes decisions on whether and which bookings should be accepted based on the hotel’s occupancy.

• Concierge Staff

• Front Desk Agent

• Doorperson

• Reservations Manager

Balances daily transactions of the hotel, prepares revenue reports and produces statistics and summaries for the management, and also acts as a desk clerk for the night shift.

• Front office manager

• Front Desk Agent

• Night Auditor

• Reservations Manager

Parks and retrieves cars on behalf of the availing guests.

• Front office manager

• Valet Attendant

• Bell Staff

• Reservations Manager

Also referred to as transient room sales, this sub-unit maximizes room revenue by booking individual reservations in conjunction with group sales.

• Front Desk

• Valet Attendant

• Reservations

• Reservations Manager

Also called switchboard, this section handles all guest phone calls and their corresponding charges.

• Front Desk

• Private Branch Exchange (PBX)

• Reservations

• Private Branches Exchange (PBX)

Also called switchboard, this section handles all guest phone calls and their corresponding charges.

• Front Desk

• Private Branch Exchange (PBX)

• Reservations

• Private Branches Exchange (PBX)

Helps guests with their luggage into and out of their rooms.

• Bell Staff

• Guest Relations Officer (GRO)

• Reservations

• Doorperson

The rooms division is mainly responsible for managing the restaurants, which are the core products of a hotel business.

• True

• False