Hotel Front Office Management, 3rd Edition

52 CHAPTER 2: HOTEL ORGANIZATION AND THE FRONT OFFICE MANAGERFigure 2-5. This organization chart lists positions found in a front office.telephone operator’s job has been simplified, as the tracking of telephone charges to registeredguests can now be done with ease. This person may also assist the desk clerk andcashier when necessary.The bell captain, with the entourage of bellhops and door attendants, is a mainstay inthe lodging establishment. The bell staff starts where the computerized property managementsystem stops. They are the people who lift and tote the baggage, familiarize theguest with his or her new surroundings, run errands, deliver supplies, and provide theguest with information on in-house marketing efforts and local attractions. These peoplealso act as the hospitality link between the lodging establishment and the guest. They arean asset to a well-run lodging establishment.The key clerk can be found in very large, full-service hotels that do not have electronickey systems. This clerk is responsible for issuing keys to registered guests and for relatedsecurity measures. Often he or she will sort incoming mail for registered guests and themanagement staff. This position has become obsolete in most hotels.The elevator operator, a person who manually operates the mechanical controls of theelevator, is almost an extinct species in the lodging establishment. This person has beenreplaced by self-operated elevators and escalators. Some of these people have been relocatedto serve as traffic managers, who direct hotel guests to available elevators in thelobby. In large, full-service hotels, the traffic manager can be a welcome sight; often theconfusion of check-ins and checkouts can be lessened when he or she is on duty.The concierge (Figure 2-6) provides extensive information on entertainment, sports,amusements, transportation, tours, church services, and baby-sitting in the area. He orshe must know the area intimately and must be able to meet the individual needs of eachTLFeBOOK