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THE FRONT DESK

Almost all of the employees who work at the front desk of a hotel have frequent contact with the public. The front desk is the term that designates the counter where the guests register, pick up their keys and mail, request information, deposit their valuables, and pay their bills. It is called the reception area. In a small hotel or motel, all of these different functions may be handled by one or two people, but a large hotel assigns several people to clearly defined jobs at the front desk.

The front desk is located in the lobby of the hotel. The lobby is the public entrance area that gives access to the guest rooms, restaurants, bars, shops and other facilities in the hotel. In a commercial or resort hotel, the lobby is often a large space that contains lounging, reading and writing areas. It is often used as a meeting place by the guests and the general public.

For the convenience of the guests, the front desk is almost always located near the hotel's main entrance. In a large hotel, it is divided into sections. One section is the registration desk, where the guests register or sign in. A second section is the area where the guests pick up their keys, mail and messages. This part of the counter has a rack behind it with pigeonholes for each guest room in the hotel. The third section is an information desk, where the guests can ask for information or make local travel arrangements. This area often includes a mailbox. The forth section is the cashier's desk. The cashiers not only receive payment from the guests, but also cash checks, make change and exchange foreign currency.

Connected with the front desk, but normally out of sight of the public, are other offices with support functions. One office, for example, is often set aside to handle reservations. The cashier's counter is usually connected to the hotel's accounting office, of which it is a public part. The hotel's telephone switchboard is also usually located near the front desk. Many hotels have one Or more assistant managers stationed either behind the front desk or at a desk in the lobby. Their jobs may include greeting important guests, straightening out problems with reservations or handling routine complaints.

The employee who checks in arriving guests and assigns them to their rooms is the room clerk. When the room clerk has confirmed the availability of the accommodations, the guest fills out a registration card with his name, home address and any other pertinent information. The room clerk fills in the room number and the rate the guest will pay. One section or a copy of the registration card is normally sent to the cashier's office and another to the telephone switchboard. Another procedure that has come into common practice in recent years is establishing credit in advance by means of credit cards.

All of these steps, which take only a few moments in a smoothly functioning system, make up the check-in, or registration, procedure (2457 занков).

(Королева Н.Е. Английский язык. Сервис и туризм. English For Tourism: Учебное пособие / Н.Е.Королева – Изд. 5-е – Ростов н/Д:Феникс, 2011. – 407с.)

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