The front office is the nerve centre of the hotel and, as such, is an excellent place in which to gain a detailed understanding of how a modern lodging establishment operates. The front office staff is the public's main contact with the hotel. The staff members handle reservations, greet guest on arrival, register new guests, dispense keys, handle incoming and outgoing mail, take messages for guests, provide information, listen to complaints, and handle check-out procedures when guests depart. Clients from their first and lasting impression of the hotel based on their experience with the front office staff.
If you want to make a good impression and keep customers coming back to your hotel, then you need to ensure that your staff are well aware how to provide great front office service. This manual is an essential tool to help educate the staff about the control and functions that are associated with managing the front office.