Front Office Department

Front Office Department
The Front Office Department comprise of the Reception, Guest Service Offices, Bell
Services, Reservation, Operators, Executive Club, Health and Recreation Center and
Business Center. The purpose of the Front Office Department is to provide guests
assistance with luggage, transportation, information concerning the hotel and the city,
and any other service arrangements needed during their stay. Employees of the Front
Office Department often provide the first and last impression of the hotel to our guests.
It is therefore vitally important that employees display a prompt and courteous attitude
to all guests and demonstrate the excellence in service. The Front Office Manager who
comes under the direct supervision of the Director of Rooms and supervises the Front
Office Department.
Importance of Front Office Department to the Hotel:

 Hospitality, warm welcome
 Often provide first and last impression.
 Often have longest contact with guest.
 Continuity: Long term service, recognition of repeat guests, remember names,
guest histories.
 Acquaint guest with hotel.
 Sell hotel food and beverage outlets.
 Upsell: Suggest deluxe and suites.
 Smoother over disgruntled guests.
Housekeeping Department
Cleaning services or housekeeping department is responsible for the cleanness and
order in the hotel. The housekeeping department personnel include maids, chief of
housekeeping department, supervisors and senior maids. Housekeeping department,
as well as the front-office, works in the round-the-clock mode with 3 shifts. Depending
on the hotel status, room cleaning can be performed once or several times a day. The
higher the rank of the hotel, the more frequent a room cleaning is. Housekeeping
department is one of the strictly regulated hotel services. Each position has its own well-
defined instructions. An average duration of cleaning of the room, where a guest lives,
is about half of an hour. Cleaning of an unoccupied standard room should take less than
7 minutes. During the shift maid tides15 rooms in average.
Supervisor or senior maids check the quality with the periodicity established by the
internal order of the hotel. Supervisors must also follow specially formulated standards
of verification. Housekeeping department is responsible for the procurement and quality
of detergents and household chemicals that are used in hotel cleaning services.
Housekeeping department is also in charge of developing safety rules for use of certain
disinfectants and household chemicals. Hotel cleanness is a concept that is perceived
in different countries in different ways. Major hotel brands, which during many years
have mastered cleaning technologies, are an excellent example to follow.
In the modern hotels cleaning of rooms and restaurants is often charged to the third-
party companies. Typically, such practice is used by small hotels on the threshold of the
high season. However, there were some cases, when even huge hotels used the
cleaning services. Besides cleanness housekeeping department is also responsible for
the comfort in the room. Among the hotel staff you can now meet florists, flavor
specialists and even more exotic professions. Not long ago, hotels in New York began
to employ sleep managers. Their responsibility is to check the comfort of mattresses,
bedding quality and the softness of pillows.
Housekeeping is normally responsible for general cleanliness of the building. In a hotel

or hospital they stock the rooms and change the sheets as well as cleaning everything.
If the place has its own laundry facilities, they normally run that also. Director of
Housekeeping normally stocks the necessary supplies required to do all of the jobs.
Housekeeping department is a spine of the hotel. In many ways thanks to it hotel get its
regular customers. Following the English proverb; “Cleanliness is next to godliness”,
many global hotel corporations are investing millions of dollars into the optimization of
hotel cleaning process.

Front Office Department

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Importance of Front Office Department to the Hotel:

Housekeeping is normally responsible for general cleanliness of the building. In a hotel

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