Hotel Front Desk , management homework help

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Business Finance

Description

In a hotel, the front desk is considered the heart of hotel operations. Generally, all hotel guests have some form of contact with the front desk whether they are booking a room, checking in / out, calling on the phone, registering complaints, and / or requesting information. An effective and efficiently operated front desk is very important to the financial success of a hotel.

For this assignment, you are going to conduct a research study on front desk operations and its impact on the financial success of the hotel

Write a five to six (5-6) page paper in which you:

  • Provide a brief history of how front desk operations have evolved over the last 25 years, including how tasks have changed, evolved, and / or disappeared.
  • Provide a step-by-step approach for front desk agents in taking a hotel room reservation for a guest. For each step, describe the actions required, necessary information collected, and the purpose of collecting this information. Finally, document a hypothetical script for a front desk agent to follow when taking a hotel room reservation for a guest (either over the phone or in person).
  • Discuss the importance of front desk agents providing excellent guest service for all hotel guests, and how poor guest service can impact hotel operations and hotel profits.
  • Determine what roles play in the safety of their guests and the procedures the front desk should follow in order to protect the hotel guests.
  1. Determine the financial impact of front desk agents NOT effectively managing the billing and guest folio process in a hotel. Provide two (2) detailed examples of mismanagement of billing and guest folio process, and its impact on hotel finances.
  2. Use at least three (3) quality references

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Explanation & Answer

Attached.

Running head: FRONT DESK OPERATIONS

Front Desk Operations
Name
Institutions

1

FRONT DESK OPERATIONS

2
Front Desk Operations

Thesis statement: Front office operations are in an integral part of any company
including hotels. The roles of these attendants are specialized in handling guest’s information as
opposed to the past when they used to cater for all needs of a visitor. As such, the work of a front
office attendant has become localized.
I. Process of Guest Reservation
A. The pre-arrival stage
B. The arrival stage
II. Script
III. Importance of Front Desk Agents
A. The front desk acts as the face of the hotel because it is the first place where guests
reach for inquiries.
B. Receptionists are important in ensuring that guests have a good attitude towards the
hotel for them to develop trust and confidence in the services offered by the hotel.
C. Receptionists are also important in scrutinizing guest information to ensure security
within the hotel.
D. Receptionists are also in charge of ensuring the guest has all the information the guest
requires for the hotel.
IV. Role of Front Desk on Security

FRONT DESK OPERATIONS

3

A. Front desk employees are required to play a role in the safety of their guests.
B. The receptionist can tell an unusual behavior presented by a guest.
C. The receptionist is responsible for the background screening of their visitors to ensure
all information concerning each visitor is known.
D. The front office should also ensure that visitors are compliant in providing their
identification information.
E. Front desk operators should ensure that they do not disclose guest information to
unauthorized persons.
V. Effects of Mismanaging Billing Process
A. Many hotels continue to make losses due to poor billing process of guest’s
expenditure during the time of their stay.
B. Mismanagement in the billing process can occur resulting in financial losses in a
hotel.


Running head: FRONT DESK OPERATIONS

1

Hotel Front Desk Operations
Name
Institutions

FRONT DESK OPERATIONS

2
Hotel Front Desk Operations
Introduction

Front office operations are in an integral part of any company including hotels. The
receptionist plays a role in connecting the customer to the rest of the organization. As such,
hoteliers have the need to upgrade their front desk operations to ensure they meet their
customer’s needs. In the past front office was never an essence and many hotels could without
one. Since there were no phones people could only make their reservations through direct and
one on one conversation with the person left in charge or a hotel owner (Toh, Potapova &
Astrakhan, 2013). As...


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