...and convention halls. It is one of the most sought-after hotels in the city as reflected by the fact that 1, 20,000 guests stayed at the hotel in the financial year 2009-10. The functional responsibilities of the hotel are divided into various departments, which are shown in Exhibit 1. The front office of the hotel occupies a very important position in ensuring loyal clients for the hotel. The job of the front office is to interact with every outsider who steps in the hotel. The front desk takes care of all the needs of the guests. The most important job of the front office includes making all reservations, handling check-ins and check-outs. In short, the front office or the front desk is the interface between the hotel and the outside world. Behind the scene a large number of people who perform a wide variety of functions to keep the front office running efficiently. From the very moment a guest begins his stay in the hotel, the front office comes into the picture and interacts with the guest on a daily basis till he/she leaves the hotel. The guests can be individuals or corporate guests. In case of corporate guest, the bill is sent to the organisation sponsoring the stay. The front office comes into contact with the traveller in the following ways- □ Answering queries about reservations/cancellations modifications regarding the stay. □ Making reservations for the traveller. The traveller can also book the room by paying in advance. □ Receiving the traveller...
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...CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010 CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010 Copyright 2010 by Srinakharinwirot University CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010 Alin Sriyam. (2010). Customers Satisfaction towards Service Quality of Front Office Staff at the hotel. Master s Project, M.A. (Business English for International Communication). Bangkok: Graduate School, Srinakharinwirot University. Project Advisor: Dr. U-maporn Kardkarnklai. Due to the increasing competition of service business and the high demand of the customers, service quality is the fundamental factor to measure customers satisfaction at the Mercure Hotel Pattaya. The objectives of the study are (1) to assess customers expectation and perception...
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...OPERA Front Office - Computer Applications Lecture: 1. Hotel - an establishment that provides lodging paid on a short-term basis. 2. Hotel Industry - is all forms of business relating to the provision of accommodation in lodging, food and drinks and various types of other services that are interconnected and form intended for the public service, both of which use the lodging facilities or who simply use the services or the production of certain of the hotel. 3. Types Of Hotel - Hotel operations vary in size, function, and cost. Most hotels and major hospitality companies that operate hotels have set widely accepted industry standards to classify hotel types. General categories include the following; * Conference and resort hotels often contain full-sized luxury facilities with full service accommodations and amenities. * Historic Inns and boutique hotels often contain luxury facilities of varying size in unique or intimate settings with full service accommodations. * Select Service * Limited Service * Extended Stay * Timeshare * Destination Club 4. Ratings and Classification - The star classification system is a common one for rating hotels. Higher star ratings indicate more luxury. Other classifiers use diamonds instead of stars to express hotel ratings levels. The common classification systems include letter grading, from "A" to "F", diamond or simply a "satisfactory" or "unsatisfactory" footnote to accommodation such as hostels...
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...Curriculum Vitae Nitish Sharma 2/29 Earlsworth Road Mangere East Auckland 2024 (0210) 819 - 9058 nitish_dubedi@yahoo.co.in Personal Details Name: Nitish Sharma Birth date: 24th July 1990 Address: 2/29 Earlsworth road Mangere East Auckland 2024 New Zealand Mobile Phone: 0210-819-9058 Email Address: nitish_dubedi@yahoo.co.in [pic] Personal Qualities ➢ Patient and committed to a team atmosphere ➢ Works well under pressure and within strict deadlines ➢ Strong Leadership and excellent verbal and written communication skills ➢ Goal orientated, driven to be successful ➢ Friendly and outgoing, gets along well with people from all walks of life ➢ Enthusiastic, and enjoy new challenges ➢ Ability to motivate, coach and inspire others ➢ Ability to multi-task and to clearly articulate expectations Interests ➢ Cricket – Played Zonal Level cricket at higher secondary stage, an excellent way to meet new friends and learn about working within a team while also learning discipline. ➢ Socializing – Both through a great tertiary school, cricket and work – I enjoy collaborating and spending quality time with people, both new and old...
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...Bryan Morris HTT250/Varieur Hotel front office 08/7/2012 [pic] Top box: General Manager 2nd row left box: Front Office Supervisor 2nd row right box: Front Office Assistant Supervisor 3rd row left box: Night Audit 3rd row middle box: Front Office Associate #1 3rd row right box: Front Office Associate #2 I am sorry for the text not being inside of the boxes, I could not get them to print in the boxes. The front office is very important to the hotel for many obvious reasons, but some not so obvious. A solid portion of the time the front desk agent is the first employee at the hotel whom the guest encounters. The front desk agent is the one who will go over the reservation with the guests, make moves as necessary, and fix any problems with the reservation that they have the approval to do so. The front desk agent usually is the member of the team whom takes the reservation initially. This can and does stick in the guests mind, and often times they remember the front desk agent who took the reservation therefore creating some sort of rapport. These are just some of the few obvious answers. I believe that the department which is most important to the success of the front office can be a tossup really. Depending on the size of the hotel, this is between the housekeeping department and the sales department, with engineering close behind. In a smaller hotel the sales...
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...Bryan Morris HTT250/Varieur Hotel front office 08/7/2012 [pic] Top box: General Manager 2nd row left box: Front Office Supervisor 2nd row right box: Front Office Assistant Supervisor 3rd row left box: Night Audit 3rd row middle box: Front Office Associate #1 3rd row right box: Front Office Associate #2 I am sorry for the text not being inside of the boxes, I could not get them to print in the boxes. The front office is very important to the hotel for many obvious reasons, but some not so obvious. A solid portion of the time the front desk agent is the first employee at the hotel whom the guest encounters. The front desk agent is the one who will go over the reservation with the guests, make moves as necessary, and fix any problems with the reservation that they have the approval to do so. The front desk agent usually is the member of the team whom takes the reservation initially. This can and does stick in the guests mind, and often times they remember the front desk agent who took the reservation therefore creating some sort of rapport. These are just some of the few obvious answers. I believe that the department which is most important to the success of the front office can be a tossup really. Depending on the size of the hotel, this is between the housekeeping department and the sales department, with engineering close behind. In a smaller hotel the sales...
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...thank my classmates; my research would not have been possible without their help. Acknowledgement Chapter 1 Introduction Chapter 2 Background of Alendo hotel Chapter 3 Activities recommended at the Reception Chapter 4 Reservations Procedures Chapter 5Basic equipment and procedures at the reception Chapter 6 Etiquette of front office personnel Chapter 7 Recommendations Chapter 8 Conclusion references INTRODUCTION The mere mention of the word hotel conjures up exciting images of a busy lobby filled with international dignitaries, celebrities, community leaders, attendees of conventions and large receptions, businesspersons, and family vacationers. The excitement that you feel in a hotel lobby is something you will have forever in your career. Savor it and enjoy it. It is the beginning of understanding the concept of providing hospitality to guests. As you begin to grasp the principles of a well-operated hotel, you will discover the important role the front office plays in keeping this excitement intact. (Don Hellriegel, 1991) The front office is the nerve center of a hotel property. Communication and accounting are two of the most important functions of a front desk operation. Effective communications with guests, employees, and other departments of the hotel are paramount in projecting a hospitable image. Answering guest inquiries about hotel services and other Guests, marketing and sales department requests for information on guest room availability, And housekeeping department...
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...e eBook Collection Communicating About Health Ch04 This is a Protected PDF document. Please enter your user name and password to unlock the text. User Name: Password: Unlock Remember my user name and password. If you are experiencing problems unlocking this document or you have questions regarding Protectedpdf files please contact a Technical Support representative: In the United States: 1-877-832-4867 In Canada: 1-800-859-3682 Outside the U.S. and Canada: 1-602-387-2222 Email: technicalsupport@apollogrp.edu. vakivallan tunnemme viela haluatpolitiikkaa pimea terava jaaneita mieh fariseuksia ylpeys kaytettiin ita jalkelaisten murskasi ymparistosta elintasomaaraa tarvitsette tavallista horju pitka yhteys ystava vois soi vastapuolen toisillenne keskusteluja keneltakaan juurikaan sanottusuun haluaisin tekemat riita minulle ottako keneltakaan vein so pelista kristittyja mielessa rajat paimenia isansa tapahtuu kunnioittakaa jalkelaistenseitsemantuhatta kristityn aktiivisesti tieteellisesti ruoho miettinyt jumalattomia jotta palvelija kadessa istuvat isien tarttunut rikollisuus turhaa syntisten opetuslastaanettei vakivallan vihollisen tuliuhri riemuitkoot huonot kuolivat ikkunaan kpl riistaa maaseutu huvit mahdollisesti varma pysytteli jattivat ettei esilla netista hehku tehdyn mainetta niinpa naisia mieleeni vannon toistaan kirjeomaksenne paholainen seinan jne roolit sanottavaa koski suurellaporttien alainen jaakaa musiikin kuuluvaa sanojen lahetti ne niin huonon olenkin...
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...Introduction: When we start to talk about hospitality and tourism sector and especially in hotel industry, they offer three core product to their consumer: accommodation, food and beverages and these all services are very vital for lodging industry, although the majority of hotels are lead for accommodation, because most revenue deriving from the sales of the rooms (Schneider, Tucker & scoviak, 1999).Hotel room sales account approximately 55% of hotel revenue as against 23% for food and 10% for beverages (British Hospitality association, 2003, table 32, 34 & 36). According to Medlik and Ingram (2003), the operating cost of UK hotel rooms are, on average 26% of room sales producing unit profits up to 74% where as F&B expenses combined are almost 65% of Food and Beverage expanses combined about 35% (table 13 & 18). Thus hotels provides both tangible and intangible products, and its relay on tangible product of food, drinks and accommodation as we discussed in starting, though it’s heavily depend on the sales of intangible products- the service- and its depend on the customer’s subjective interpretation of their experience. And quality rating by consumer can’t be judge because every customer has different grading criteria. That is called ‘Heterogeneity’. Further more the one of the most important features of the hotel product/service is the impossibilities of separation of production from consumption. The production of service and consumption are going simultaneously...
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...A Day in the Life of a Hotel Front Office Manager Stephanie Stokes 05/24/2012 HTT/250 Ms. Michelle Goodman, MAT MS A Day in the Life of a Front Office Manager Daily Schedule Time | Activity | 5:00 a.m. | | 5:30 a.m. | Review night audit | 6:00 a.m. | Check property management system and credit card processing machine, call IT to investigate problems | 6:30 a.m. | Meeting with Night Auditor about Thursday’s registration problems | 7:00 a.m. | Meeting with other overnight front office staff for a quick rundown of the registration process, include 1st shift front office staff in brief meeting if they are available | 7:30 a.m. | Have valet check on road repairs | 8:00 a.m. | Meeting with Maintenance Director about a/c problems | 8:30 a.m. | Meeting with Valet Manager to discuss info valet obtained and determine alternative routes | 9:00 a.m. | Check with IT about PMS and cc processing machine problems | 9:30 a.m. | Staff meeting – discuss night audit, briefly discuss Thursday night’s issues since they will be discussed more thoroughly with each responsible department in depth, and address upcoming events including Health Inspection this afternoon | 10:00 a.m. | Check on washing machine delay, clean-up, and repairs, call maintenance to address issue | 10:30 a.m. | Call conference director to apologize for the delay in registration | 11:00 a.m. | Meeting with Security Director and Parking Garage Manager | 11:30 a.m. | Meeting with Food and Beverage...
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... The Rate Info option displays all room rates and a package summary, including taxes, for each night of the guest stay. This is particularly useful when rate changes during their stay. In addition, the totals for room and tax for all nights of the guest stay display in the Grand Total field on the RATE SUMMARY screen. The Register Card feature pre-prints a registration card for the reservation. This option is useful to pre-print the registration card prior to the guest’s arrival. In addition, if the original registration card becomes lost or missing, it is useful to generate a new registration card. The Room Move option moves a guest from one room to another after the guest is in-house. This is only available from the Front Desk when a guest already occupies a room. The Room Plan is useful to organize pre-blocked rooms to maximize hotel availability. In the Room Plan, all in-house and pre-blocked rooms display in a calendar function to view a week at a time. Use this...
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...A Day in the Life of a Hotel Front Office Manager HTT/250 April 21, 2013 Michael Stutler Appendix B Final Project Daily Schedule Time | Activity | 5:00 a.m. | Arrive at work | 5:30 a.m. | Review night audit | 6:00 a.m. | Compose and send out memos. Contact local law enforcement/Make appointment for 10 a.m. | 6:30 a.m. | | 7:00 a.m. | Emergency meeting/Maintenance Director Executive Housekeeper /Director of Security Re: Air/Laundry/Linens | 7:30 a.m. | Meeting: Security Director/Valet Director/HR Director, F&B Director/ Special Events Coordinator Re: Car Burglaries | 8:00 a.m. | Meeting: Food and Beverage Director Re: Seafood Delivery | 8:15 a.m. | Meeting: Front Office Staff/Valet/Director of Security Re: Road Closure | 9:00 a.m. | Front Office Staff/Controller Re: Poor Registration Process | 9:30 a.m. | Staff meeting | 10:00 a.m. | Emergency air-conditioning arriving/bringing necessary parts for repair. Conference room meeting with car burglary victims and police | 10:30 a.m. | Conference room with car burglary victims and police continued | 11:00 a.m. | Tech Service to repair PMS | 11:30 a.m. | Contact F&B Director/Special Events Coordinator concerning seafood delivery for governor’s daughter’s wedding tonight | 12:00 p.m. | Lunch with hotel general manager | 12:30 p.m. | Lunch continued | 1:00 p.m. | Contact Controller Re: credit card processor issue | ...
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...JOB ANALYSIS REPORT- FRONT OFFICE MANAGER NEELIMA KONDRAGUNTA JOB: For this project, I chose to do an analysis for the position of Front Office Manager. I think this position is critical to any company within the hospitality industry. The job usually involves using communication and organizational skills to coordinate, supervise, manage and train others to accomplish goals. Previous work-related skill, knowledge and/ or experience are required for this position. Employees in this position usually need one to two years of training involving both on-the job experience and informal training with experienced managers. BASIS FOR POSITION SELECTED: There are several different reasons for selecting this particular position, one of the most important is that I will be working in this position in the near future. Also, I see myself doing this for several years. I also have a very close friend who has enjoyed this position for many years and has excelled at it. It is something I find very interesting and has a variety of duties for me to analyze. METHODS: I used related articles and resources found through internet search as well as my SME and own experience which I have gained through the training process. I have used the competency model since it identifies the competencies needed to perform a specific role in a job, organization and profession. SOURCES OF INFORMATION: I used two different sources of information. Firstly, I used the information found in the job listings...
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...How to Improve the Working Efficiency at Front Office in Sheraton Chengdu Table of Contents Acknowledgements ………………………………………………………………………………………………. 1 1. Introduction ……..…………………………………………………………………………………………..… 3 2. Analysis of the elements affecting the working efficiency at Front Office 3.1 Characteristics of works at Front Office …………………………………...…………….. 4 3.2 The elements affecting the working efficiency at Front Office ………………... 4 3. LEAN Management in working process at Front Office 4.3 Introduction of LEAN Management ……………………………………………………..…. 5 4.4 Implementation in daily works at Front Office ………………………………….…….. 6 4.5.1 Proposal based on the analysis of guests flow 4.5.2 5S Model – Better Order for More Efficiency 4. Optimize customers’ cognition of Working Efficiency at Front Office (Customer Satisfaction) 5.5 What the customers’ cognition of working efficiency at Front Office ...... 18 5.6 Key elements affecting customers’ cognition and improve the working efficiency in customers’ cognition ….....………..…………………………………………. 18 5. Effective communication for efficient work at Front Office ………..……………..…… 25 6. Conclusion …………………………………..……………………………………………………………..…. 28 References ……………………………………………………………………………………………………………...
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...JP Energy Receptionist Procedures Revised 4/7/12 Morning Prep Lobby Turn on lights, tidy up front entry and place newspaper on front desk. Straighten chairs and magazines and make sure décor and awards are dust free. Refill candy dishes with chocolates and hard candies. Keep conference rooms off reception tidy. Lower and straighten chairs, mats and coasters neat, wipe and clean white boards and ipads. Office Space All of the glass offices next to Accounts Payable need to be checked daily to ensure there is no writing on the white boards and trash is picked up, chairs are straightened, lowered and mats and coasters neat. Kitchen Arrive 15 min early to prep and restock kitchen. Right fridge must me filled with drinks which are locked in lower cabinets in island. Drinks are to be lined up neatly and separated by type. Snack containers on counters refilled with bulk snacks located in bottom cabinets. Restock plastic cups located in bottom cabinet. Restock coffee, teas, sweeteners, located in top cabinet above coffee. Restock both 16 and 20 oz. coffee cups, as well as stirrer and wrapped straws. Keep plates, bowls, utensils, and paper towels stocked. Refill hand soap and dish soap. Dishwasher should be run once a week and items put away. All boxes to be left in service elevator to keep area free of clutter. Straighten all chairs at bar and seating area. Keep all water jugs put away in cabinets. Coffee Room Coffee room is located off Bakken Conference...
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