(Tiểu luận) hotel front office management group 1 assignment

HOTEL FRONT OFFICE MANAGEMENT GROUP ASSIGNMENT CHAPTER & CHAPTER Group Members: Chu Thi Bang An Nguyen Lam Anh Pham Thuy Linh Ngo Van Khanh Phung Thi Hong Nhung Hanoi, 2022 Contents A End of Chapter Questions I Chapter 2: Hotel Organisation and the Front Office Manager II B Chapter 3: Effective Interdepartmental Communications .15 Case Study 23 I Case Study 201 .23 II Case Study 301 27 This is a preview Do you want full access? Go Premium and unlock all 32 pages Access to all documents Get Unlimited Downloads Improve your grades Upload Share your documents to unlock Free Trial Get 30 days of free Premium Already Premium? Log in A End of Chapter Questions Question 1: If you are employed in the hotel industry, sketch the organisation chart of the property where you work Have you seen this hierarchy change since you have been employed there? If so, what you think caused this change? The hierarchy has not changed since I worked here In my opinion, it is a very effective and complete system Every department and position are closely connected and cooperating smoothly This organisation helps divide responsibility among teams, which makes it easier for rewards and punishments It also maintains and enhances quality of service with supervision from colleagues and superior Competitiveness is also created with this form of management Question 2: Compare the organisation of a full-service hotel and a limitedservice hotel How can a limited-service property operate with such a seemingly minimal staff? Above is a typical organisation chart of a limited-service hotel This type of hotel usually has minimal staffing only with a much less complex organisation compared to a full-service hotel There are significantly less departments and less positions Therefore, one position or one department will oversee more fields Meanwhile, a full-service hotel has a lot of departments and positions Each department will oversee its own aspect of the hotel To efficiently operate with minimal staff, each department and position will be supervising more fields and also working in many positions For example, the front office manager will work regular shifts to provide coverage along with the night auditor and desk clerks Question 3: If you are employed in the hotel industry, describe the tasks your general manager performs on a daily basis Describe the tasks your department director performs on a daily basis What relationship both of these departments have to the overall success of the hotel? Daily tasks of the general manager: - Make sure all guests receive a high quality of service - Plan marketing campaigns - Plan budgets, set sales targets and manage accounts - Analyse sales figures and produce reports - Recruit, train and supervise staff - Meet and greet guests - Deal with customers’ complaints and other problems - Organise building maintenance Make sure that the hotel meets health, safety and security regulations and licence laws My department director is the Front Office Manager Her daily tasks are: - Reviewing the final draft of the night audit, a daily review of the financial accounting procedures at the front desk and other guest service areas during the previous 24-hour period and an analysis of operating results - Operating and monitoring the reservation system Developing and operating an effective communication system with front office staff and other department directors - Supervising daily registrations and checkouts - Overseeing and developing employees - Establishing in-house sales programs at the front desk - Preparing budgets and cost-control systems - Forecasting room sales Maintaining business relationships with regular corporate and community leaders The front office is a pivotal point in communication among in-house sales, delivery of service to the guest, and financial operations Question 4: How are the positions in a front office organised? Describe the positions found at a front office in a full-service hotel Which positions are most crucial to providing guest service? This is a preview Do you want full access? Go Premium and unlock all 32 pages Access to all documents Get Unlimited Downloads Improve your grades Upload Share your documents to unlock Free Trial Get 30 days of free Premium Already Premium? Log in Typical Staff positions of Front Office in a Large or Full-Service Hotel: Front Office Manager/Director Of Rooms: Directly supervises all front office personnel and ensures proper completion of all front office duties Assistant Front Office Managers: Responsible for assisting the Front office manager in his day to operations and also take charge when FOM is not available Duty Manager: Directly supervises the Reception, Concierge, Telephone, Travel Desk and the Bell desk Guest Relations Manager: Responsible for all the guest relations related activities in the hotel - Reservation Manager: Responsible for all reservations related tasks Revenue Manager: Responsible for managing the hotels online inventory, website, Online Travel Agents… Front Desk Agent: Registers guests, and maintains room availability information - Cashier: Maintains and settles guest folios, and properly checks out guests Night Auditor: Controls the job of the Accounts Receivable Clerk, and prepares daily reports to management such as Occupancy Report and Revenue Report Mail & Information Clerk: Takes messages, provides Directions to Guests, and maintains Mail In my opinion, the Front Office manager is the most important person in providing guest service A successful front office manager conveys the spirit of a particular lodging property to the customer By applying management principles, he or she works through the front office staff to communicate feelings of warmth, caring, safety, and efficiency to each guest Question 5: If you have ever worked in a front office in a lodging property, summarise what you think the front office manager does If you have not worked in a front office of a hotel, you might want to visit with a front office manager and ask for insight into this position The front office manager in a hotel oversees staff, scheduling, and office-related duties while simultaneously managing the specific requirements of the hospitality industry As the front office manager in a hotel, he is responsible for dealing directly with guests and ensuring quality customer service with every staff interaction He maintains your staff’s ability to provide courteous and helpful assistance to customers regardless of tense or trying circumstances Question 6: What are the resources available to the front office manager? Rank the importance of these resources in providing service to guests and supervising employees The resources available to the Front Office Manager are: - Employees - Equipment - Inventory (rooms to be sold) - A budget - Sales opportunities The FO manager is responsible for coordinating these basic elements to achieve the profit goals of the lodging property Rank the importance of these above resources in providing service to guests and supervising employees: I found these challenging to rank because it is a combination of all of these resources that promote successful practices With that being said, I believe employees should be ranked first The front office staff is the face of the property Their attitude and competency directly reflects the hotel Second, the equipment provides the front office manager and staff an efficient overview of the hotel's reservations, budgets, and guest information This is a vital resource in keeping information organised and easily accessible to hotel staff Next would be sales opportunities The lodging facilities financial status is determined by the ability to secure guests This resource requires efforts from multiple departments Proper marketing techniques partnered with welltrained front desk agents will reduce unsold guest rooms Lastly comes the budget This can vary depending on the financial status of the property The front desk manager carries much of the financial burden They are in direct control of financial decisions It is important to follow the budget guidelines when staffing, booking reservations and ordering supplies for the property The front office staff must be trained properly to function within the guidelines and policies of the lodging establishment The front office manager cannot assume that an employee knows how to certain tasks Every employee needs instructions and guidance on how to provide hospitality; front office employees’ attitudes are of utmost importance to the industry To ensure that the proper attitude prevails, the atmosphere in which employees work must motivate them to excel and nurture morale and teamwork Next, the equipment available to the front office manager is varied With the advent of computers, the property management system has provided the front office manager with an unlimited opportunity for managerial control He or she can now easily track information such as zip codes of visitors, frequency of visits by corporate guests, and amount of revenue a particular conference generated and pass this information on to the marketing and sales department An unsold guest room is a sales opportunity lost forever This is one of the major challenges of the front office manager Cooperation between the marketing and sales department and the front office is necessary to develop profitable advertising and point of sale strategies The subsequent training of front office personnel to seize every opportunity to sell vacant rooms helps to ensure that the financial goals of the lodging property are met Budgetary guidelines must be developed by the front office manager and the general manager, since the front office manager does have a large dollar volume under his or her control The budgeting of money for payroll and supplies, the opportunity for daily sales, and accurate recording of guest charges require the front office manager to apply managerial skills Coordination between departments in a hotel helps to sell rooms Question 7: How does the front office manager relate to other members of the hotel management staff? Give examples The foremost concept that characterises a front office manager is “team player” The front office manager does not labour alone to meet the profit goals of the lodging property The general manager sets the goals, objectives, and standards for all departments to follow The assistant manager offers the various department heads additional insight into meeting the operational needs of the establishment The controller supplies valuable accounting information to the front office manager as feedback on current performance and meeting budgetary goals The food and beverage manager, housekeeper, and plant engineer provide