1.Introduction
Front office, also known as the general service counter, is usually located in the lobby of the hotel, which is a comprehensive service department responsible for organization and reception work, selling products and so on (Leather, 1999). The front office, the core center of hotel, is comprehensive integrated and coordinated. In addition, the main duties of front office mainly include guest reservation, registration, condition control and settlement. The front office work mainly involves foreign ministry of the business activities.
The room is the hotel's main product. And the front office drives the business activities of other department by the sales of rooms. To this end, the front office actively carries out room reservations. the check-in formalities for the arriving guest and arrange housing, positive publicity and marketing all kinds of products of the hotel. At the same time, the front office will be in a timely manner to customers, guests,. In addition, guests' needs and complaints and other information about the department will all be considered for the joint coordination of the whole hotel to the guest service work in order to ensure the efficiency and quality of service work. At the same time, the front office is the center of the service for the guest, which is the guest to contact the hotel. The front office personnel service for the guest will be provided before the guest arrives from reservation, check-in, until the guest checkout, establishing guest-history, throughout the course of the guest and the hotel deals.
2.0 The four major steps in check-out and settlement process
As is known to us all, the process of check-out and settlement is relatively complex. First, the guests should show the front office staffs deposit receipt and room card. And then they will be guided to have a rest and wait. During the period, room center rounds will file documents, check rooms and accounts of guest, loan items and so on to ensure whether guests should pay additional charges.
Secondly, guest should check the accounts. If there are no errors, guest should sign his name and then the front office will arrange the check-out procedure. If guests have doubts about the accounts, they should have a clear understanding of the accounts before they leave.
Thirdly, the bill after settlement should be divided into two parts: one is for guest; another is for hotel itself to make the tenant uninjunction meter. The meter is used to reflect the consumption of retired guests from the enter to the leave.
Fourth, tidy up the check-out guests all documents or standard deposit according to the rules. It is very important for the operation of the hotels. So, it permits no errors in the process.
3.0 Conclusion
The front office is regarded as the nerve center of the hotel so that the guest thinks it is the representative of the hotel management institutions. Guest check-in, check-out and settlement are all in the vestibule or the front office. And guest is in trouble for help to find the front office or guest complains to the front office. The words or behaviors of the front desk staff will leave deep impression upon the guests. So, the first impression is very important（Lee, Marshall2004). If the front office staff can entertain guest with polite attitude, skillful techniques, providing good service for the guest, and properly handling guest complaints and seriously helping guests to solve problems effectively, guests will feel comfortable and satisfied. On the contrary, everything will be unhappy customers.
4.0 Reference
Leather, (1999), Its Manufacture, History, Treatment, and Conservation by J. Franklin Mowery, 13–73
Lee, Marshall(2004), talk on book design, January 12, 20–32