Module 1


2.2 The organisation structure chart of the functions of the front office


A guest flow chart can be used to illustrate the tasks that have to be performed by reception (front office) when a guest arrives at the hotel.


Reception tasks: Check booking details Check registration card Allocate room


Notify other departments Open bill (account) Post charges


Uses hotel facilities Give guest messages


Check outstanding charges and close bill


Notify departments of departure Settles account Guest departs Receive room back to re-let Guest Action: Arrival Registration Goes to room


Did You Know As discussed earlier, the role of the receptionist will change in every hotel to suit the nature of the specific property. In smaller establishments, reception staff will have a greater variety of tasks to complete and will be involved in more aspects of the day-to-day running of the hotel. Te process followed when guests checks in, might also differ between hotels.


Definitions • Bulk: large amounts • Revenue: income that a company receives from its normal business activities


8


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