The front office is the main controlling center of all guest services and also coordinates the back office functions with these services. It serves as a main channel of two-way communications i.e. from hotel to guest and guest to hotel.

The front office is the name given to all the offices situated in the front of the house, that is, the lobby, where the guest is received, provided information, checked-in, his luggage is handled, his accounts are settled at departure, and his problems, complaints, and suggestions are looked after. Foreign guests use the front desk to exchange currency, find a translator, or request other special assistance.

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The front desk often serves as the hotel control center for guest requests concerning housekeeping or engineering issues. In addition, it may also be a base of operations during an emergency, such as a fire or a guest injury.

Front office functions include reservations, registration, room and rate assignment, check-in, guest services, room status, maintenance and settlement of guest accounts, and creation of guest history records. The front office compiles and maintains a comprehensive database of guest information, coordinates guest services, and ensures guest satisfaction. These functions are accomplished by personnel in diverse areas of the front office department.

The main functions of the front office department are:

Pre-arrival, arrival, ongoing responsibilities, departure, and after-departure activities.

Reservations, registration, occupancy services, checkout, and history.

Establishment of credit, charge posting, night audit, and settlement.

The front office department of a hotel comprises various sections. Depending on the size of the hotels, the sections may vary. In small or medium-sized hotels the sections may be merged and handled accordingly. The following are the sections of the front office department.

The Front Office organization chart is designed according to functions. The chart clearly defines the control and also provides guests with more specialized attention.

Typical positions and functions under the Front Office Department are:

The Front Office manager must be a skilled planner who channelizes the various resources viz. people, money, time, work methods, materials, energy, and equipment to suit the objectives of the property. He should maintain cordial relationships between the front office and other hotel divisions and departments by encouraging communication between all areas of responsibility.

Also designated, as Receptionist or Front Office Assistant in some hotels, is the first person a guest sees on entering the property and the last person the guest sees on leaving.

Normally found in larger hotels, in smaller hotels Front office agent handles this job.

They are heard by the guest but are rarely seen. They represent the hotel through their voice on the phone. They build a very significant image of the hotel to a prospective guest. The work has drastically changed due to the electronic age, but basic voice assistance is always a warm welcome.

Where computerized systems are installed, the Point of Sale operations is directly posted to the Guest Ledger whenever the guest utilizes a particular service. The cashiers also receive payment from guests at checkout. They coordinate the billing of credit cards and direct-billed guest accounts with the accounting division. The cashier at the close of each shift balances all guest accounts. They also manage safe-deposit boxes/lockers, and a variety of banking services including foreign exchange.

They also act as the eyes and ears of the hotels since they are strategically stationed and also make trips to many floors and rooms. Work closely with the front desk staff, room service employees, and other hotel personnel in providing guest assistance with luggage, transportation, and miscellaneous needs.

As the front office is the entry and exit point for a guest, the main entrance and approach play a very important role in the selection of hotel for a guest. A guest entering a hotel does so through the main entrance which leads to the reception area of the hotel which is also called the lobby of the hotel.

The lobby is elegantly designed to accommodate the front office staffs and for the smooth service to the guests. Since the lobby usually serves as a meeting or gathering area for guests and their visitors it should be well planned and furnished to give a best intuition.

The lobby of the hotel includes the general circulation and waiting area which leads to check-in, information, cashiers counter, bell desk, travel desk, cloak rooms etc.. The above figure shows a typical layout of a lobby. The layout may vary from hotel to hotel. Some hotel may even have a coffee shop, restaurant and shopping arcade.

The following are the common equipments and furniture found in the hotel lobby: