Pearson New International Edition International pcl tp indd 1

OVERVIEW OF THE FRONT OFFICE DEPARTMENT
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OVERVIEW OF THE FRONT OFFICE DEPARTMENT
luggage, taking and routing guests’ messages, and handling guest concerns and
disputes as they arise. Information about this responsibility is introduced in this
chapter.
MODERN FRONT OFFICES ISSUES AND TACTICS
Hotel Souvenirs: A New Profit Center?
Are guests always right? What many guests refer to as “taking souvenirs” is called pilfering
by hotels. Losses as a result of hotel theft total an estimated $100 million per year. Towels
are the items taken most often, but toiletries, ashtrays, bathrobes, and bath mats are also
frequently removed. Many hotels expect guests to remove unopened toiletries and related
amenities even though they do not provide much marketing value. (These are not items
that travelers typically show to their friends and family.)
What tactics can resolve and address this problem? Items that can easily “walk away”
like televisions, paintings, lamps, and alarm clocks are often securely attached to the wall
or furniture to make them more difficult to steal. Many properties offer amenities for sale.
Guests can purchase bedding, towels, bathrobes, and individually numbered room glasses.
This type of program can be successful in terms of generating revenue and reducing the
number of pilfered items.
Adapted from Gilden, J. 2004. Hotels might call “souvenirs” stolen. Chicago Tribune online edition, July
18. Retrieved July 18, 2004, from http://www.chicagotribune.com.
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Guest accounting. The front office is responsible for accounting tasks related to
guest stays. Different and changing room rates, room charges during a visit,
The grand lobby and reception area of this world-class hotel present a well-planned first
impression for its guests who are paying top dollars for their lodging accommodations.
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and adjustments to room charges at time of departure make what otherwise
seems to be a straightforward responsibility more challenging.
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General data management. The front office collects data relating to guests and
to the effective management of the hotel. Such data are used by departments
throughout the property.