Front Office Organisation Chart / Front Desk Organization Chart
The organisation 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.
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 organisation 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
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 to assist the Front office manager in his day to operations and also take charge when FOM is not available.
Duty Manager: Directly supervises the Reception, Concierge, Telephone, Travel Desk and the 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 hotels 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 to assist 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 to oversee and assists the duties and tasks of the respective staff work.
Uniformed Service Agent: Handles Guest Luggage, escorts Guests to their Rooms, and assists guests for 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 to assist the Front office manager in his day to operations and also take charge when FOM is not available.
Duty Manager: Directly supervises the Reception, Concierge, Telephone, Travel Desk and the 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 to assist guests by booking tours, making theatre and restaurant reservations, etc.
Reservation Agent: Responds to Reservation Requests and creates Reservation Records.
Supervisors: Responsible to oversee and assists the duties and tasks of the respective staff work.
Uniformed Service Agent: Handles Guest Luggage, escorts Guests to their Rooms, and assists guests for any bit of information requested.
Front Office Organisation Chart for Small Hotel Or Budget Hotel
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 the Bell desk.
Guest Service Agent: Registers guests, handle telephone, maintain room availability, guest folio, guest profiles and perform check-out.
Reservation Agent: Responds to Reservation Requests and creates Reservation Records.
Supervisors: Responsible to oversee and assists the duties and tasks of the respective staff work.
Uniformed Service Agent: Handles Guest Luggage, escorts Guests to their Rooms, and assists guests for any bit of information requested.
