Layout of Front Office Department

LAYOUT OF FRONT OFFICE DEPARTMENT

Layout is the physical demarcation of the

sections of a department. A well-designed

layout should involve 'proper space utilization,

 aimed at improving the efficiency and

control of the staff. The front desk should be

located at a prominent place in the lobby.

Many times in addition to the building

ambience, the main entrance and approach 

play a very important role in the selection of

hotel for a guest. When a guest enters a hotel,

it is the entrance and thereafter the lobby,

which is subjected to scrutiny. The main

entrance must be identifiable and directly lead

to lobby of the hotel. Care should be taken that

the main entrance is able to accommodate the

guests of the hotel who may come by a car or

taxi or coach. To complicate the situation, a

number of guests may arrive by several modes

of transport at the same time. As a general rule

the driveway in front of the lobby entrance

should be at least 18 feet wide so as to allow

at least two cars to pass easily. Sufficient

height clearance to allow coaches loaded with

luggage on top should also be given

consideration. A minimum of 16 feet high

clearance from road should be allowed.

Another important point to be considered is

the number of steps for entrance into the lobby

area, as generally a raised entrance approach

by steps is used. To avoid the problem of

carrying of luggage through steps it is

advisable to have separate luggage entrance

in the form of a ramp starting from driveway

to the main entrance. The ramp should not be

very steep. The recommended inclination with

road of the ramp for luggage trolleys and

wheelchair is 1:10 as most convenient.

Figure shows the layout of the front office department below 

Lobby

A lobby is an area furnished with seating 

arrangements and is a meeting place common 

to all hotel guests whether residents or not, 

located immediately upon entry into the hotel

building. The front office is strategically

located in the lobby area.

Hotels spend considerable funds and efforts

to make the lobby aesthetically appealing and

rationally convenient. The atmosphere, décor,

and the staff are suggestive of what the guest

is going to get on his visit to the hotel. Size of

the lobby depends upon the size and type of

hotel. The systems used, such as manual,

mechanical or automatic, will also be important 

while deciding the size of the lobby.

Lobby shall be spaciously designed, of course

without wasting any valuable space. The

pillars should be avoided as they may obstruct

the view and may create problem in the

movement. If pillars are to be used to give

support to superimposed floors, then they

may be made multifunctional by arranging

service ducts through them. Also they may

be used for display of items such as jewellery

and other small but expensive items.

Lobby of the hotel includes the general

circulation and waiting area which leads to

check-in, information, and the cashiers'

counter and also to the bell desk, travel desk,

hospitality desk, GRE desk, lobby manager's

desk, elevators, cloak rooms, etc. Within this

area there also may be a shopping arcade, a

coffee shop, etc. As the lobby usually serves

as a meeting or gathering area for guests and

their visitors and is the most common area it

should be well planned, designed and

furnished so as to give all a first and best last

impression. The reception desk which is

located in the lobby should be so located that

it has open view of the entrance, exits,

elevators, shops, etc. so as to oversee activities

in the areas and if possible, the dining area.

Another important point is that in addition to

the entry from the porch or drive-in, there

must be an entrance to lobby from the car

parking area which is usually in the basement.

Color of distemper used must be in

harmony with the color of reception counter

or furniture. Ceiling of the lobby and its height

is also important. It should give the

impression of spaciousness. As far as possible,

maximum utilization of natural light and air

should be done for lobby planning. The ceiling

of the lobby may be made the focal point of

the lobby. The design and shape of lobby such

as flat or dome shape should also match the

architectural theme of the hotel.

The Reception Counter

The reception counter which is located in the

lobby is where the various activities connected

with guests such as check-in, information,

check-out, mail handling, luggage handling,

bill settlement, etc. are handled from; as such

the reception counter must be fully functional

and operational and well planned. 

The following points are important:

Size: 

Basically size depends upon the size and

systems used by the hotel. For a large hotel

using automatic system, the size may be small

while for a small hotel on Whitney rack system

or manual system, the size may be comparatively big.

Shape: 

Another important factor is that the

counter should be designed matching with the

shape of the lobby. For example, L-shape,

straight shape, curved shape or circular shape.

Circular or semi-circular shape provides an

effective service to more guests and appears

more modern and innovative but since guests

will approach the front desk from all angles,

more staff is needed. In a straight shape, fewer

staff is needed, but fewer guests can be served

at the same time. Nowadays, the concept of

desk less environment is prevalent in most of

the hotels. 

Dimension: 

Usually the counter dimensions

are: Height between 38 inches and 42 inches;

width is 30 inches approximately and the

length depending on various factors such as

size of lobby, type of hotel, business profile of

the hotel and the systems used, etc.

Material used for making the counter varies

from wood and cement to concrete with

finishing of laminated surfaces, stone, marble,

granite, etc. depending upon various factors

such as cost and design, etc.

Apart from the front desk, other counter

and offices which are located in the lobby of a

large hotel are lobby manager's desk,

concierge desk, bell desk, travel desk, GRE

desk, etc. and right behind the counter the

reservation area, safe deposit lockers, bills

section, telephone exchange may be situated.

Reservation Section

The location of the reservation section

depends upon the size of hotel and the volume

of business of the hotel. In a very small hotel,

the functions of reservations can be performed

by the front desk staff since the volume of

reservation is less. In a large hotel, a separate

section is needed since the job of reservation

involves a lot of paperwork and generally 

does not involve direct contact with the guest.

It should ideally be located behind the

reception counter and there should be direct

access of reception staff to this area through a

door, preferably a swing door.

The reservation section of a large hotel is

headed by the reservation manager who is

assisted by reservation assistants/clerks. The

size of the reservation section shall vary

according to the size of the hotel, and also the

systems used. A large hotel with automated

reservation system will require a smaller area

as compared to a hotel operating on manual

or semi-automated system. However, the

basic requirements will remain the same.

Proper storage place in the form of filing racks,

cabinets, etc. should be there for storing

stationery and reference materials such as

reservation form, reservation slips, files for

various categories of guests such as

companies, travel agents, airlines, etc. who

provide business to the hotel very frequently.

Principle of motion study must be kept in

mind while planning the layout of the

reservation section.

Bell Desk

The bell desk is located very close to the main

entrance of the hotel.