Pearson New International Edition International pcl tp indd 1

OVERVIEW OF THE FRONT OFFICE DEPARTMENT
SECTION REVIEW AND DISCUSSION QUESTIONS
Section Objective:
Explain that the primary function of front office staff is to coor-
dinate guest services, and review basic front office activities and responsibilities
that allow staff to meet guest service standards.
Section Summary:
The primary role of the front office department relates to its
function as the hotel’s primary point of contact with guests. The front office fulfills
this role by interacting directly with guests and by coordinating the services of
other departments with a focus on guests. Specific activities that assist in delivery
of guest services relate to revenue management, reservations, guest services
while guests are at the property, and night audit. Specific responsibilities of front
office personnel that relate to these activities include managing the property man-
agement system (PMS), revenue and reservations management, management of
guest services, accounting tasks for guests, and general data management.