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Front Office Department

The “Front Office Department” is the major department in a hotel which is situated at the front part of the hotel and id responsible for the sale of hotel’s rooms through the systematic methods of reservation followed by registration and assigning rooms to the guest.


In other words, it is the “Show Case Window” of a hotel which reflects the image of a hotel. It is the back bone as well as the “Nerve Centre” of a hotel from where all the information and messages are communicated to the different departments or personnel. The front office in a hotel holds prime important in view of the basic nature of a business of a hotel i.e. to sell the rooms. Revenue collected from the sale of rooms contributes to more than 50% of the hotel’s total sale. Thus, the role of front office is to serve, receive, register, and allocate rooms to the guest and acts as a continuous source of information to the during their stay at the hotel. Other major functions of this department include settlement of guests account, providing guest services, preparation of guest history card, luggage handling, airport pick-up etc.


The front office department develops and maintains up to date records based on guest information, guest service and ensures guest’s satisfaction. The front office is also responsible for welcoming the guest, greeting the guest and handling the guest complains. Hence, the staffs working in this department perform as an actor on the stage. The front office may be divided into more than one section, each of which carries out one or more duties. Basically front office department is divided into Reception, Information, Cashier, Reservation, Telephone Operator and Bell desk sections depending upon the size capacity and standard of the hotel’s establishment.

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