Front of house (hotel)

Front of house covers the guest’s whole journey on site, from arrival and check-in through requests during the stay to check-out and settling the bill. It is led by the front office manager or front of house manager. Unlike back of house, its work is visible to guests and has the biggest effect on reviews.

How it works in practice

Example: at a 150-room London hotel the FOH team includes a front office manager, receptionists on three shifts, a night auditor, concierges, porters and a reservations team. In a small hotel the same roles are covered by two or three people at the desk, who check guests in, answer the phone and reply to emails at the same time.

How technology helps

With hotelspot, part of the front of house workload moves to technology: the AI Concierge answers guests 24/7, guests can check in on the Digital Pod screen, and requests from the guest app go straight to the right team.

How Hotel Software Automates Front of House Tasks

Modern digital concierges and mobile web applications reduce the manual workload for front of house staff. Instead of answering repetitive questions about breakfast hours or Wi-Fi passwords, the reception team can focus on personalizing the guest experience. The AI Concierge replies to these questions around the clock in 34 languages, so the desk is free for guests who need a person. To see how this would work in your hotel, book a demo of hotelspot.