Professional Front Office Management (Book with DVD)

The front o ce or reception is an area where visitors arrive and  rst encounter a sta  at a place of business. Front o ce sta will deal with whatever question the visitor has, and put them in contact with a relevant person at the venue. Front o ce management involves the oversight and management of employees who are tasked with what are commonly known as
front o ce responsibilities. A front o ce has to do with functions that are focused on the  nancial wellbeing of the establishment, including the sales initiatives that place salespeople in front of prospective clients and the management of the accounting process within the business. Individuals who are engaged in front o ce management include national and regional sales managers, corporate  nancial o cers and others who hold positions of leadership that have a direct in uence on how their teams present the business to the general public. At hotels, front o ce refers to the front desk or reception area or the core operations department of the hotel. This would include the reception and front desk, as well as reservations, sales and marketing, housekeeping and concierge. This is the place where customers go when they arrive at the hotel.

Employees working in the front o ce will con rm customer reservations and also attend to customer complaints and queries. The employees who work in the lobby of the hotel are also part of the front o ce as they deal with customers directly. The concierge, cashier, porter, and mailing service are included in the front o ce.