Front Office Internship In A Hotel

I’ve worked with front office department for four months during my internship, I would say that the front office is the most important department in the hotel, it is like the face of the hotel, and this department is facing directly to the guests. The job of front desk officers is not just doing check-in and check-out for the guests, they have to check booking or make bookings for guests, they have to check the payment, they have to put the guests’ information into system, they have to answer all different kinds of questions that guest ask, not just in-house guests but also those who call to the hotel. If have some problem, officers need to solve these problems or contact to other department to deal with it, also, if the guest is the member,

Front office is one of the department that have the most employees in the hotel, normally more than 10 employees, these employees will be separate into 3 groups, one for morning shift, one for afternoon shift and one for night shift, normally afternoon shift will have 3 or 4 employees, morning and night shift will have 2 employees, the front office manager will report to both hotel general manager and finance manager. The major IT system that used in front office department is called Micros OPERA, it is a software for property management and core central system. The hotels will get ability to share information across many different applications and properties on a single database. “OPERA” have some more information, please see

When guests come to check-out, first I have to ask about room number and the room key, then in the computer I check whether the guest need to pay for room rate, laundry fee, telephone fee, etc. Next I tell the guest that everything is done and check-out the room in the system, after that I tell the room number to the housekeeping so they could clean the room, last I pull out the file of this room from “In-House” file and put it into “Today’s Check-Out” file. Here is how I work on the computer:

(1) Open and login Miro Opera

(2) Go to “Cashiering” and click “Billing”

(3) Type in room number and click “Search”

(4) Click in to the room and check about the payment

(5) Last click “Check Out”

If the guest need to pay the room rate for example, I check the price and tell the guest how much it is, next ask the guest he or she will pay by cash or credit card, if the guest wants to pay by credit card, before I charge it, I will ask whether he or she wants to pay in Thai Baht or in their currency, at last I will ask they need receipt or not. Below is the steps that I post the payment information to the system:

(1) Go to “Cashiering” and click