Front Office Department Organisation Chart

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Front Office Organisation Chart / Front Desk Organization Chart

The Front Office Department is an essential part of any hotel or accommodation establishment. It is responsible for providing guests with a warm welcome and ensuring that their stay runs smoothly from start to finish. To achieve these goals, the department is typically organized into a hierarchy of positions, each with its own set of responsibilities.

At the top of the Front Office Department hierarchy is the General Manager, who oversees the entire hotel operation, including the Front Office. Below the General Manager, the Front Office Manager is responsible for managing the day-to-day operations of the department. This includes supervising and training staff, managing guest relations, and overseeing the budget.

The Assistant Front Office Manager supports the Front Office Manager with the daily operations of the department. The Assistant Manager may also be responsible for managing specific areas of the Front Office, such as the reservations desk or the concierge desk.

Below the Assistant Front Office Manager are the Front Desk Supervisors, who oversee the Front Desk Agents. The Front Desk Agents are responsible for checking guests in and out of the hotel, answering questions, and providing information about the hotel and its amenities.

Other positions within the Front Office Department may include the Reservation Agents, who handle bookings and confirmations, and the Bellhops, who assist guests with their luggage and other needs. Each of these positions plays an important role in ensuring that guests have a positive experience during their stay.

The organization chart of the Front Office department should provide a clear picture of the lines of authority and the channels of communication within the department. In a large hotel, the department is headed by the Front Office Director who is assisted by the respective Reservation Manager, Front Desk Manager, and the Revenue Manager.

The Front Office department chart not only provides for a systematic direction of orders but also protects employees from being over-directed. The organogram chart shows that each employee should take orders only from the person directly above him/her.

A copy of the chart should be posted in an area so that all Front Office staff can see where they fit into the overall organization of the department. Ideally, the organization chart needs to be placed on the Front Office notice board and the back of the house area reception.

Front Office Organisation Chart Large Hotel

Front Office Organisation Chart for Large Hotel

Typical Staff positions of Front Office in a Large or Full-Service Hotel:

Front Office Manager / Director Of Rooms: Directly supervises all front office personnel and ensures proper completion of all front office duties. 

Assistant Front Office Managers: Responsible for assisting the Front office manager in his day-to-day operations and also taking charge when FOM is not available.

Duty Manager: Directly supervises the Reception, Concierge, Telephone, Travel Desk, and Bell desk.

Guest Relations Manager: Responsible for all the guest relations-related activities in the hotel.

Reservation Manager: Responsible for all reservations-related tasks.

Revenue Manager: Responsible for managing the hotel’s online inventory, website, Online Travel Agents, etc..

Front Desk Agent: Registers guests, and maintains room availability information.

Cashier: Maintains and settles guest folios, and properly checks out guests.

Night Auditor: Controls the job of the Accounts Receivable Clerk, and prepares daily reports to management (ex: Occupancy Report and Revenue Report).

Mail & Information Clerk: Takes Messages, provides Directions to Guests, and maintains Mail.

Concierge: Responsible for assisting guests by booking tours, making theatre and restaurant reservations, etc.

Telephone Operator: Manages the Switchboard and coordinates Wake-up Calls.

Reservation Agent: Responds to Reservation Requests and creates Reservation Records.

Supervisors: Responsible for overseeing and assisting the duties and tasks of the respective staff work.

Uniformed Service Agent: Handles Guest Luggage, escorts Guests to their Rooms, and assists guests with any bit of information requested.

Front Office Organisation Chart for Medium Hotel or Business Hotel

Typical Staff positions of Front Office in a Medium Hotel:

Front Office Manager / Director Of Rooms: Directly supervises all front office personnel and ensures proper completion of all front office duties. 

Assistant Front Office Managers: Responsible for assisting the Front office manager in his day-to-day operations and also taking charge when FOM is not available.

Duty Manager: Directly supervises the Reception, Concierge, Telephone, Travel Desk, and Bell desk.

Guest Relations Manager: Responsible for all the guest relations-related activities in the hotel.

Front Desk Agent: Registers guests, and maintains room availability information.

Cashier: Maintains and settles guest folios, and properly checks out guests.

Concierge: Responsible for assisting guests by booking tours, making theatre and restaurant reservations, etc.

Reservation Agent: Responds to Reservation Requests and creates Reservation Records.

Supervisors: Responsible for overseeing and assisting the duties and tasks of the respective staff work.

Uniformed Service Agent: Handles Guest Luggage, escorts Guests to their Rooms, and assists guests with any bit of information requested.

Front Office Organisation Chart for Small Hotel Or Budget Hotel

Front Office Department Organisation Chart

Typical Staff Positions of Front Office in a Small Hotel:

Front Office Manager / Director Of Rooms: Directly supervises all front office personnel and ensures proper completion of all front office duties. 

Duty Manager: Directly supervises the Reception, Concierge, Telephone, Travel Desk, and Bell desk.

Guest Service Agent: Registers guests, handles telephone, maintains room availability, guest folio, guest profiles, and performs check-out.

Reservation Agent: Responds to Reservation Requests and creates Reservation Records.

Supervisors: Responsible for overseeing and assisting the duties and tasks of the respective staff work.

Uniformed Service Agent: Handles Guest Luggage, escorts Guests to their Rooms, and assists guests with any bit of information requested.


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