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Introduction to Front Office
Front office is known as the all-inclusive reception service and management department. Further it is one of the major departments in a hotel which carry more than one section that includes following service area assistant manager, reception, concierge. Their role is to provide various services that are guest room allocation, telephone, baggage, booking rooms, arrangement of transport, inquiries etc. Further front office department is situated at the front of the part of the hotel and it is also knowns as the “ show case window of a hotel then reflect the image of a hotel.
It is divided into more than one section and it fulfils the expectations of customers. It handles special request of customer in respect to increase their satisfaction level (Torres, Fu and Lehto, 2014). There are many issues which are faced by hotel due to which they unable to provide quality services to their customers.
Heading: Issues related to hotel service industry
First issues which I identified related to hotel services delivering is related to the employee satisfaction and lack of skills among them due to which they are unable to deliver quality services to customers (Robinson, Kralj and Callan, 2014.). At the pre arrival stage, the hotel need to create a reservation booking for its potential guest cycle. But due to lack of technical issues' employee are unable make reservation of room on time. Further they are not aware of new technology which is implemented within an organisation. At the time of departure employees not encourage guest to consider returning to the hotel in any future date. Lack of proper communication due to message is conveyed inaccurately by employees which lead to break of a guest experience with the hotel. Further all this responsibility are not taken by front office department due to which certain issues arises. There are various roles and responsibilities of front office department not fulfil on time. Customers complaints procedure is not handle by customer executive department due to which customer problem not solved on time (Chiang, Birtch, and Cai, 2014.). The issues which are determined need to be resolved on time so that productivity and profitability of firm should not get hamper. I learned a lot of new things from the outcome which I mentioned above. Further I analysed that it is important to provide training and development facility to employees related to new technology which are implemented within the hotel. I find out that reception is a department that is essential area within the hotel. Here one of the major segments within the reception which includes Night auditors, mailing department, cashier etc. so it important for the employees who are working in front office to fulfil their roles and responsibility on time (Ozturk, Hancer and I'm, 2014). For this purpose then need to maintain the satisfaction level of the customers. Further, they need to fulfil the expectation of customers and make them feel satisfied. I also learned that internal customer satisfaction is important for external customer satisfaction.
My own learning to relate to the issues which I analysed in hotel are as follows
I learned that it is important for the management of hotel to motivate its employees because it is one of the important concept. By doing this, firm not promotes the best interest of the employee but also the same for an organisation. Further there are a different way which firm can used for motivating its employees (Koyuncu, Astakhova and Cetin, 2014). It can provide them monetary and non monetary benefits. In monetary benefits it covers rewards for performing effective work. If firm provide reward to employees for their work then it motivates other employees to work hard. I also learned that it is important to develop skill related to new technology so that front office department can easily manage all records of customers regarding their registration and booking, so that at the time of check out no issue faced by hotel management and customers. Further I learned that clear communication is very important between employees, so that no mismanagement take place and customer not get dissatisfied. Further Hotel can used motivational theory so that employee get motivated and work hard for an organisation (Otmakhova, Deutch and Lisman, 2013). Further through motivating employee company can easily improve its quality services and enhance the satisfaction level of customers. Further, all work need to be managed on time so that any customers not need to wait for neat and clean room.
Another issues which I identified is at the executive housekeeping department. It is so because employees are not motivated toward their work and they are not met all their responsibility on time.
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There are different responsibility of executive housekeeper such as oversee the employees and maintain relationship with all employees in their department. It is one of the important within an hotel establishment because it makes sure that the quality and cleanliness of very room is met or not (Torres, Fu and Lehto, 2014). Along with this they are also responsible for all the laundry operation within the hotel. Executive housekeeping should be good with people either they are staff, customers or management personnel. I analysed that there are some important skill which is lack in executive housekeeping due to which problems faced by guest and employees within an hotel (Koyuncu, Astakhova and Cetin, 2014.). No effective communication take between staff member and; executive housekeeping. Further it unable to manage all work on time due to which guest unable to get clean room on times and other facilities. This lead to directly impact the sale and profitability of hotel. I analysed that executive department not keep proper communication with its staff member due to which all services are not delivered on time to customers
- Torres, E. N., Fu, X. and Lehto, X., (2014) Examining key drivers of customer delight in a hotel experience: A cross-cultural perspective. International Journal of Hospitality Management.36. pp.255-262.
- Robinson, R. N., Kralj, A., and Callan, V., (2014) Thinking job embeddedness not turnover: Towards a better understanding of frontline hotel worker retention. International Journal of Hospitality Management.36. pp.101-109.
- Chiang, F. F., Birtch, T .A. and Cai, Z., (2014) Front-line service employees’ job satisfaction in the hospitality industry the influence of job demand variability and the moderating roles of job content and job context factors. Cornell Hospitality Quarterly. 55(4). pp.398-407.
- Koyuncu, M., Astakhova, M., and Cetin, H., (2014) Servant leadership and perceptions of service quality provided by front-line service workers in hotels in Turkey: achieving competitive advantage. International Journal of Contemporary Hospitality Management.26(7). pp.1083-1099.
- Ozturk, A. B., Hancer, M. and Im, J. Y., (2014). Job characteristics, job satisfaction, and organizational commitment for hotel workers in Turkey. Journal of Hospitality Marketing & Management.23(3). pp.294-313.
- Otmakhova, N., Deutch, A. Y. and Lisman, J., (2013) The hippocampal-VTA loop: the role of novelty and motivation in controlling the entry of information into long-term memory. In Intrinsically motivated learning in natural and artificial systems (pp. 235-254). Springer Berlin Heidelberg.