Front office

The front office is everything you encounter when you walk into a hotel, front desk (also called reception), concierge, bell desk, valet parking, telephone operators, and the night auditor who works the overnight shift. It's the operational hub where check-in, check-out, room assignments, billing questions, and most guest requests get handled. The Front Office Manager runs this team, which works in three shifts to provide 24/7 coverage. At a luxury hotel, expect your check-in to take under three minutes; at budget properties, allow more time, especially during peak arrival hours (typically 3-6pm).