Understanding the service procedures for the reception at the hotel equatorial

Quality management in the Front Desk departmeit...--- -- --- 26 SUMMARY CHAPTER 1oii.ieccccceccccecceeeeeceeeeeceeeeesenscsecaeeecneceecesuecneeseeceeeieeneenaeentenes 27 CHAPTER 2: SITU

THE MINISTRY OF FINANCE UNIVERSITY OF FINANCE — MARKETING

FACULTY OF TOURISM

FINAL EXAM ESSAY REPORT

COURSE NAME: Int'l Hospitality Management

THE MINISTRY OF FINANCE UNIVERSITY OF FINANCE —- MARKETING

THE WORKING GROUP OF STUDENTS:

STUDENT’S NAME CLASS STUDENT’S CODE

1 Huynh Thanh Ngoc CLC _20DKS03 2021010546

2 Phan Thi Ngoc Anh CLC _20DKS03 2021010462

3 Tran Minh Hau CLC _20DKS03 2021010496

4 Phan Ng6 Hoan My CLC _20DKS03 2021010533

5 Nguyén Xuan Hiéu CLC_20DKS03 2021010499

JOB COMPLETION ASSESSMENT SHEET

STUDENT’S NAME DISTRIBUTION LEVELS OF COMPLETION

2 Phan Thi Ngoc Anh 111213 100%

3 Tran Minh Hau 142.11 100%

4 Phan Ngô Hoan Mỹ 2.1.22.1.32.2.1 100%

5 Nguyén Xuan Hiéu 2.2.2 2.2.3 2.2.4 100%

ACKNOWLEDGMENT

We would like to express our deepest gratitude to the Tourism department at the University of Finance and Marketing for making it easier for us to study We have finished our research in this area Our sincere thanks to Mr Le Phat Minh and Mr Nguyen Van Binh for passing on our knowledge and guiding us during this work

We tried to use the knowledge we had learned in the past semester to complete the essay But limited knowledge and limited practical experience make it difficult to avoid the shortcomings of the research and presentation process We would appreciate your support 1f you could

One more time, we would like to thank for the assistance of our teachers in helping us with this essay

Thank you!

TABLE OF CONTENTS JOB COMPLETION ASSESSMENT SHEET 2 2 2211112111111 111 1118111121121 x2 1

®9)0/0801202225 5 1 ACKNOWLEDGMENT c1 112121121 11111 1111110111 111111 11111111111 E111 11111 kg ll I029000:31819900./02111 0077 IV I.3:0-19)099)605615170010077 v LIST OF PICTURES c1 0212111112111 111 11111111110 1111 1101101111 1111 11 111811 11H th vill 055089) ii 1X LIST OF DIAGRAME 2 12012112111 111 10111111110 11 1101 11 1111111 1100111 1101 11H ru x IIS309)0.2)-)-).2747.9009)5110077 x1 SUMMARIZING ESSAY”S TOPIC - S2 12121111111 101111111011111101 01201 1 He xill II§N:49)9)8i 9619) Ư -cŸỶẢÃÃÁ 1

1 Reasons for choosinp tOpIC - c0 20 12112111211 121 1101119511011 110111 1011111111121 k 1n ry 1

2 Research objectives and the task of the topIC - 0 2212111211121 1 1521111212 rk2 2

Ki voo.ộ so .ằea-.4 3 lui 0n (VI 3 bà con 3

CHAPTER 1: THEORETICAL BASIS ON THE SERVICE PROCESS OF THE RELATIVE SECTION AT THE HO TEL - - 2 2 2212112121121 151 121531111 110211 2 5 1.1 Overview oi on 5

1.1.2 Department of hotelL 1221121121112 1 1211211101 1111 2011111111111 1 1 re 5 1.1.3 Sipnilcance of hotel business c1 2 111211122211 121 11155111 rườ 7

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1.2.1 Definition of Front Office departiment - 2 2 2221221222 22 tre 9 1.2.2 The organizational structure of the Front Office department 9 1.2.3 Functions and duties of the hotel's front desk division 19 1.3 Service process of the Front Desk departmenit - ¿c2 222 2c cszsss2 20 1.3.1 The staee before the guest arrives at the hotelL 2: + ccsxccs 20 1.3.2 The stage of welcoming guests and doing hotel check-in procedures 20 1.3.3 The stage of serving customers during their stay ccc eeeceeeeeee 21 1.3.4 Payment and return sfa9€ - - - 0 22121112112 21 1211 18111111111 1111111 k2 22 1.4 Factors affecting the service process of the Front Desk department in the

1.4.1 Technical faeilities of the Front Desk department ‹- 25 1.4.2 Professional qualifications of empÌoy€€s ¿5c cccc c2 25 1.4.3 Service method of empÏoyee - : c1 2 1121 2122221112111 1 151111221 re 26 1.4.4 Quality management in the Front Desk departmeit - - 26 SUMMARY CHAPTER 1oii.ieccccceccccecceeeeeceeeeeceeeeesenscsecaeeecneceecesuecneeseeceeeieeneenaeentenes 27 CHAPTER 2: SITUATION OF SERVICE PROCESS OF FRONT DESK DEPARTMENT AT EQUATORIAL HOỚTTTEL - 5 22 222 2222113122232 xxxsxes 28 2.1 Equatorial hotel OVerVI€W L2 nnnnnnn HH1 011111111211 11H kg re 28 2.1.1 The process of formation and development of hotel Equatorial 28 2.1.2 The Mission and Functions of the Hotel Equatorial - 40 2.1.3 Business situation of Equatortal hotel im recent yeafs - 43 2.2 The operation situation of the reception department at the Equatorial hotel in

2.2.1 About the Reception departiment - 0 2211222111121 112511218 se 49 2.2.2 Organization chart of the reception departiment 2c s s2 50

2.2.3 Functions, duties and daily work of each member of the Reception

3.2.1 Common solutions for the hotel cece 2c 2211221131113 1112 18121 re 74 3.2.2 Solution for the Reception departimnent 5: 2c 22221222222 76

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LIST OF TABLES Table 2.1.1 Room system in Equatorial HCM Hotel 2 2222222222222 xsss 33 Table 2.1.2 Hotel business tn recent y€AfS - 0 02 0220111221111 111211 11111111122 xe 43 I0 18c 02011 44 Table 2.1.4 Transportation 1n 206 12 1201221122111 11121 101110111111111 1111011108111 kg 45 Table 2.1.5 Purpose to travel 1n 20Õ6 2 2 120122111211 1211121111111111111 111111182111 kg 46 Table 2.1.6 Market in 2007.00 46 Table 2.1.7 Purpose to travel In 207 - c1 121122111211 1211151111111111111 111111188111 rkg 47 Table 2.1.8 n‹2êi 020.11 48 Table 2.1.9 Transportation 1n 2008 - 2 120122112 111211221111111111111111 1111011110111 rkg 48 Table 2.1.10 Purpose to travel in 2008 2 2 1201211211221 11211211 1111111111111 1 18x kg 48 Table 2.1.11 Visitors to Equatorial Hotel in Ho Chi Minh City cere 49

LIST OF DIAGRAMS Diagram 1.2.1 Organizational structure of the hotel reception department (medium- sIized hofeÏS) L1 2 10201102011 1211 1323115111511 11111111111 1111 150111111 1111k KHE k KHE TH ky 10 Diagram 1.2.2 Organizational structure of the hotel reception department (large-scale hoteÌS) - 2L 2 22 0220122111211 11211115111 151115211 1811118111191 1 1111111 H111 k1 TH k 1H HH vá 11 Diagram 2.1.1 Organizational chart of Equatorial Hotel eee eee ener entees 40 Diagram 2.2.1 Organization chart of the reception department 0 0 cee eee 50 Diagram 2.2.2 Detail diapram ofreception departmeni - càng 31

LIST OF ABBREVIATIONS

24/24 Every single hour of a single day

m square meter

MICE (Meetings, Incentives, Conferences & Exhibitions)

pm post meridiem

SUMMARIZING ESSAY’S TOPIC After 35 years of national renewal, tourism has seen rapid growth in both size and quality Tourist business teams and a network of tourist accommodation facilities are being developed Investing in tourism infrastructure is a priority for the state and society Vietnam has become an interesting destination around the world International, domestic, and revenue from tourism have been continuously growing at

a high rate, contributing greatly to the country's GDP growth Tourism has helped preserve and promote the value of cultural heritage and natural resources, promoting Vietnam's image and position in the process of international development and integration Tourism has also been instrumental in regression, and wealth disparity for remote areas, with few conditions to develop, create more jobs and improve people's lives The subject is formed based on theories related to receptions, lobby service standards, service quality, and factors that influence the lobby service process through references such as books, newspapers, magazines, and classroom teaching materials Relying on the research of several authors has been linked to the subject of hotel receptions

The qualitative approach is applied to topics, based on a realistic understanding

of the hotel Equatorial, the acquisition of materials, aggregation, analysis, and appropriate assessment to improve the reception process and improve the quality of

service to customers

Research suggests that management concerns, consensus, and support from related departments, as well as cooperation from employees within the same department to have a complete lobby service process

For establishing a reception process, particularly to maintain it in the long run, much attention needs to be paid This affects both the quality of service to customers and the smooth operation of operations, the control of employees, as well as the quality of work at units The practical significance of the theme “Understanding the service procedures for the reception at the Hotel Equatorial” is to open the door to the

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hotel manager's interest in perfecting the process, making it suitable for the unit and bringing about high efficiency for the organization

INTRODUCTION

1 Reasons for choosing topic

As a major city in Vietnam, a convergence of great elements of culture and people, as well as the potential to develop tourism, Ho Chi Minh City is always a special destination for domestic and foreign tourists During the globalization era, Ho Chi Minh City's tourism potential is an excellent anchor for the overall development

of the city This 300-year-old city 1s the cultural, economic, scientific, and technical center of Vietnam The dynamic and constant movement to catch up with the new trend made the city attractive and attracted a lot of tourists Nevertheless, the unique beauty of Vietnamese national identity and human values are revered in Ho Chi Minh City There are many forms of tourism in Ho Chi Minh City: urban tourism, historical culture studies, resorts, and ecology At the same time, interesting architectural destinations, winning for the past 100 years, are still an interesting choice for tourists Typical names for the city mclude: Central Post Office, Notre Dame Cathedral, Reunification Palace, Nha Rong Habour, and Ben Thanh Market; The Vietnamese- Chinese architectural pagodas such as the Thien Lam Pagoda, Vinh Nghiem Pagoda, and Ba Thien Hau Pagoda; Saigon's infrastructure, transportation, trade centers, and culinary destinations are also a great attraction

Total revenues from tourists to Vietnam rose continuously during the 2010-

2017 period; Rising from VND 96,000 trillion in 2010 to VND 510,900 trillion in 2017; During the 2010-2017 period, total revenues from tourists to Vietnam increased

by over 5.3 times Similarly, total tourist revenue to Ho Chi Minh City increased steadily during the 2010-2017 period; Rising from 9,514 trillion dongs in 2010 to 20,162 trillion dongs in 2017; During the 2010-2017 period, total revenue from tourists to Ho Chi Minh City increased by over 2.1 times The growth rate of revenues from tourists to Vietnam increased unevenly between 2010-2017; Of this, growth was

strongest in 2015 at a rate of 46.88%, the weakest growth in 2014 at a rate of 15%; Overall, the growth in business from tourists to Vietnam has been impressive, given its double-digit growth rate In contrast, the rate of growth of the residential facility in Ho Chi Minh City not only has fallen discontinuously but also has a negative five Of these, growth was strongest in 2017 at 22.68%, even negative growth In 2015 at — 13.43%,

With a wide variety of nature tourism and human resources, Ho Chi Minh City can exploit a wide variety of tourism, such as MICE tourism, cultural festivals and tourist traditions, eco-tourism, and so on, not only the economic and commercial hub

of the whole country, but it is also an important transport hub, connecting the Mekong Delta with the northern and central provinces using Highway 1A, The ho Chi Minh City - Long Thanh District of Dong Nai province expressway, the Ho Chi Minh City - Trung Liang expressway; Highway 52 to Dong Nai province; Highway 51 to Ba Ria Vung Tau; Highway 13 connects to Binh Duong; Highway 22 to Tay Ninh and Cambodia; Highway 14 goes into Central Highland provinces Since then, investors have targeted the land and have begun construction of hotels, resorts, resorts, restaurants, and tourist services This overall invisibility creates competitive pressure

on prices, human resources, product policy, and services for all the special tourist resorts Therefore, the question 1s to improve the service as well as the quality to ensure customer satisfaction

And the reception department is the first agent to interact with the customer and receive the necessary information, and the maintenance and enhancement of service in this department are one of the most urgent issues It is a direct influence on business success and increased competitiveness compared to other competitors Realizing this importance, Hotel Equatorial offers a solution and corrects the reception procedure for every step However, in the reception process, there are still some problems with the problem, and adjustments are needed to be more appropriate and effective

As a result of these problems, “Understanding the service procedures for the reception at the Hotel Equatorial” has been chosen as the basis for an essay on the end

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of the cycle, with the hope that the results will contribute little to the hotel's staying product strategy

2 Research objectives and the task of the topic

Research objectives:

Equip yourself with the basics of the reception process, understand the business process that the lobby in the Equatorial hotel is doing, and therefore evaluate the efficiency of those processes being carried out Assess the advantages and disadvantages, offer solutions to complete the reception process at the Equatorial hotel

The task of the topic

Conduct a realistic analysis of the reception process at Equatorial Hotel Identify strengths to be developed and constraints to be addressed by the unit

Provide a custom-tailored reception process, improve the efficiency and quality

of service for the reception body at the Equatorial Hotel

3 The scope of the study

- Scope of the research problem: Research on the reception process from the stage before guests arrive at the hotel, the stage of receiving guests and completing the hotel check-in procedures, the stage of serving guests during their stay, payment and departure stages The issues of facilities, human resources, service standards are also within the scope of this report

- Scope of space: The topic was studied at the lobby of the Equatorial hotel

- Scope of time: The topic limits the scope of research on the time to collect and collect data from 2001 onwards

Information collection and information processing: this is the method used throughout the topic Collect mnformation related to the hotel, the Front Desk department, and the reception service process through observation and recording Then proceed to synthesize and categorize according to the purpose of each problem

Analytical and evaluation method: After synthesizing the necessary information, we conducts an analysis and assessment of the current status of the reception service process at the unit, makes comments, and proposes appropriate solutions

6 Topic layout

Beside the cover page, acknowledgments, commitment, lecturer's comments, table of contents, list of diagrams, list of tables and pictures, mtroduction, and references, the report is divided into three chapters as follows

Chapter 1: The oretical basis on the service process of the relative section at the hotel Chapter 2: The reality of the service process of the Front Desk department at the Equatorial hotel

Chapter 3: Some recommendations and solutions to improve the performance of the Front Desk department at the Equatorial hotel

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CHAPTER 1; THEORETICAL BASIS ON THE SERVICE PROCESS OF

THE RELATIVE SECTION AT THE HOTEL

1.1 Overview of hotel

1.1.1 Definition about hotel

According to Chon and Maire (2000): “A hotel is a place where anyone can pay

to stay overnight Each bedroom for rent inside must have at least two small rooms (bedroom and bathroom) Each guest room must have a bed, telephone, and television

In addition to the bedroom service, there can be other services such as luggage transportation, a business center (with photocopying equipment), restaurant, bar, and some entertainment services Hotels can be built near or inside commercial areas, resorts, or airports.”

According to Circular dated April 27, 2001, of the General Department of Tourism: “Hotel is an independent construction with a scale of 10 bedrooms or more, ensuring ensure the quality of facilities, equipment and services necessary to serve tourists”

1.1.2 Department of hotel

# Sales & Marketing Department

This is a momentous department responsible for consulting and implementing business strategy, business, and marketing of the hotel The primary function of this department is to bridge the gap between consumers and resources inside the hotel Including functions like making products always adapt to the market, determining selling prices and adjusting prices accordingly, and hotel business plans Selling products and services and building distribution channels for hotels Organize and execute promotional activities

% Human Resources Department

This department oversees and manages the hotel's finances and budget in addition to performing advisory and executive functions Make sure that income and

expenses are accurately recorded, and assess the hotel's financial status, economic activity, and business performance recommending and carrying out the successful forecasting, planning, and execution of financial management of the hotel effectively Finance & Accounting Department

This department performs both an advisory function and an executive function, which is responsible for monitoring and managing the hotel's finances and budget Ensure accurate accounting of revenue and expenditure, and check the financial situation, economic activities, and business performance of the hotel Advising and implementing the forecasting, planning, and implementation of financial management

of the hotel effectively

* Engineering Department

Performing the function of managing the hotel's technological infrastructure, providing the circumstances essential for the hotel to run regularly, and assuring the standard of the hotel's services The primary responsibilities of this department include creating a strategy to Regulate the climate, maintaining, repairing, and updating the tools that consumers use in their homes hotel The engineering department is separated into groups for energy, water, building, etc to carry out this task These groups’ work depends on one another; thus it is important to tightly manage the activities of the group

¢ Housekeeping Department

This contributes to the execution of the hotel business function, making it a significant operation This division handles the crucial care duties of maintaining the physical condition and offering essential services to guests while they are staying at the hotel The primary duty is to look after and clean the rooms and common areas to create a clean, lovely, and airy atmosphere while also assisting in extending and maintaining the life of the hotel facilities and equipment Then, as the department sees fit, continue to organize the service, and accommodate guest reasonable requirements while they are staying at the hotel

% Lrormt Office Department

This 1s the department that operates the entire hotel, the focal pomt between guests and the hotel Advising, planning, organizing, and implementing the sale of rooms and services in the hotel Responsible for confirming, organizing reception (check-in), arranging rooms and seeing off guests (check-out), supporting and enthusiastically serving guests during their stay at the hotel As an information bridge with guests staying, outside guests and departments 1n the hotel Organize information and coordinate with departments, rooms in the hotel to serve customers

“ Food & Beverage Department

The main function of this department is to sell food and drinks and serve the needs of tourists The main task of this department is to advise, plan and implement the hotel catering business effectively Producing and organizing catering services in accordance with the needs and preferences of hotel guests and visitors Organizing and serving all kinds of conferences, seminars, wedding event hosted at the hotel

& Security Department

Responsible for the security and safety of the hotel Protect the facilities, equipment, materials, and properties of the hotel Coordinate with other units to protect the safety of life and property of guests and employee in the hotel Monitor people in and out of the unit and contact relevant agencies to promptly solve and prevent negative actions that affect the hotel business

1.13 Significance of hotel business

“ About Economic:

The hotel industry is an effective service industry that increases GDP for many regions and countries Thanks to the use of hotel accommodation services, especially international tourists have contributed to attracting foreign currency, there by positively affecting the national balance of payments

Business and investment in accommodation services bring high investment efficiency As a result, the industry has drawn all domestic and international investment capital and mobilized idle money in people's consumption funds for use in hotel firms’ purchases of commodities

In addition, the hotel industry also has an impact on how other industries evolve Because hotels use a significant number of products from numerous industries every day, including food, agriculture, post, and telecommunications, particularly handicrafts, they are significant trading partners of many other sectors in the economy Therefore, the growth of the hotel industry also stimulates the growth of other sectors

of the economy

Since the hotel industry usually demands a disproportionately high volume of direct labor, its expansion will help generate a significant number of employment possibilities for people On the other hand, due to the chain reaction of development between the hotel business and other industries as mentioned above, the hotel business grows exponentially in terms of indirect jobs in related industries

o% ** About society - environment

By respond to the needs of active rest during travel, the hotel business contributes to preserving and restoring the working capacity and productivity of employees At the same time, satisfying the needs of sightseeing and active rest for the majority of people has contributed to improving material and spiritual life of the nation This makes it more important for Vietnamese citizens to understand about the nation's historical and cultural artifacts, as well as its accomplishments in building and defending itself, helping to instill a sense of patriotism and national pride

The fact that people from various nations and ethnic groups meet and get to know one another through these activities increases the significance of the tourism industry in general and the hotel industry in particular for the purposes of peace, friendship, and solidarity between people from various nations and ethnic groups This 1s another social meaning of the hotel industry Large modern hotels are the place to conduct meetings, high-level conferences or thematic conferences, congresses, and

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public meetings on political economy It 1s a location where significant political and economic documents are signed for both the nation and the entire world In this approach, the hotel industry has actively aided in the growth and interchange of nations and peoples around the world in a variety of ways

Encourage natural resource locations to modernize their infrastructure Contributing to the advancement of health care and welfare for local residents: In addition to major towns and hubs, isolated locations with stunning natural resources and landscapes also experience a growth in tourism The requirement for infrastructure modernization increases as the region's hotel and tourism industries evolve The above works not only serve tourists but also contribute to the advancement of the health and welfare ministry for the local community This has great significance for the rural areas in the current period of "Industrialization - Modernization" in our country

The development of tourism activities in general and the hotel business, in particular, has contributed to the restoration and development of traditional crafts, preserving community cultural activities through consumption and enjoyment of tourists Besides, with tax revenue from hotel operations, people have the conditions

to invest 1n the restoration, preservation and development of traditional cultural values

to serve tourists

The improvement of the natural environment has also been aided by the growth

of hotel operations Many hotels are created to perfection, attractive and delicate, which has changed the scenery, enhanced the environment, and increased the aesthetics around the hotel In addition, many hotels have enhanced environmental education for tourists and staffin a variety of ways

1.2 Division of Front Office

1.2.1 Definition of Front Office department

The hotel of “nervous center" is the Front Desk department The customer will only interact with this department Customers' impressions of the hotel's welcome area play a significant role in how they perceive or judge the establishment In

addition, this is in charge of organizing the distribution of services to clients, linking them to the management division, and running and keeping an eye on the client cycle

As a result, the Front Desk division has a crucial responsibility

1.2.2 The organizational structure of the Front Office department

* For small scale hotel

The organizational structure of the Front Office department in a small hotel is very simple, consisting of a Front Desk leader and three or four receptionists The Front Desk team leader is responsible to the board of directors for the entire operation

of the Front Desk department, and at the same time supervises management and assigns work to the Front Desk staff

The workload in small hotels is usually not much, so the number of staff in the reception department is limited Each employee in the front desk department can handle many tasks, so in a shift, only one or two employees are responsible for the work in the shift

For instance, security officers at small hotels may also serve as doormen, car park security guards, and luggage porters for tourists Reception, reservations, cashier, and other related tasks are all things that receptionists may do

* For medium-sized hotel

In medium-sized hotels, the organizational structure of the welcome department is also simple An executive oversees the Front Desk department, and several staff work each shift to handle all responsibilities The Front Desk manager is

in charge of comprehending the overall situation, dealing with any issues that arise during the shift, and reporting regularly to the hotel management.The work is divided Into two specialized group

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Assistant Front Office Manager

Guest Relation ExecutiveFront Office Supervisor Duty Manager/

| Lobby manager Reservation Information Senior Head Telephone Senior

Supervisor Supervisor Receptionist Cashier Supervisor Bell Captain

Reservation Information Receptionist Cashier Telephone Bell

Assistant Assistant Operator Captain

Trainee TraineeTraineeTraineeTrainee Bell Boys/

Page Boy

Trainee

Diagram 1.2.1, Organizational structure of the hotel reception department (medium-

sized hotels) Source: Textbook of receptionist business theory

* For large scale hotel

Large-scale hotels' Front Desk departments have extremely complicated organizational structures, and each receptionist is in charge of just one specific task Large hotels have a particularly hardship because of the abundance of rooms and tourists

There are roughly 7 small departments in the Front Desk department of large hotels, though their organizational structures vary

- Front Desk division

- Department of room reservations

- Cashier at the Front Desk

- Secretarial services for offices

- Customer service

- The switchboard department

- The concierge department (support reception)

( Front Office Manager [ Assistant Front Office Manager \

[ Guest Relation Executive ] [ Front Office Supervisor ) [ Duty Manager/Lobby Manager )

Senior Bell Reservation

Captain Supervisor

Reservation Information Rerentignist Cashier Telephone

Assistant Assistant p Operator

Trainee | Trainee | | Trainee | Trainee |

Functions and responsibilities of each title in a large hotel's reception department

Front Desk manager

The hotel's general manager holds the receptionist for overseeing the overall functioning of the reception area, assuring the delivery of high-quality service, and increasing room rates and income, specifically assigned tasks:

- Take part in the hiring process for the reception department

- Educating, mentoring, and retraining the reception department workers

- Establish employee work schedules

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- Overseeing shift-based labor

- Assess each employee's and each small department's performance in the receiving department

- Preside over the shift handover meetings at the Front Desk department and immediately address any issues from the previous shift so that the new shift can benefit from the experience

- Closely track all data regarding group guests, significant guests, room status, and client

participating in the welcome of delegations and VIP visitors

- Work In partnership with other departments to plan commercial operations, and immediately record all hotel information addressing customer concerns, issues, and specific requirements

- Keeping up with policies on checks, cash, credit cards, safe deposit checks, fund confirmations, and end-of-shift payments; ngorously adhering to the hotel's rules and current legal papers connected to the Front Desk department's job

& Assistant Director

The Assistant Reception Manager assists the Front Desk manager in managing and supervising the operations throughout the Front Desk department's shift while carrying out all of the tasks assigned by the Front Desk manager Responsibilities in detail:

- Report daily to the Board of Directors on the performance of each shift

- Conduct each guest's room reservations and hygiene inspections efficiently

- Work with the receptionist to coordinate solutions for all problems during the shift

- Implement the hygiene and safety inspection of the lobby, parking lot, and reception area well Promptly notify the receptionist and the appropriate departments of any

- lnspect staff members' hypIene and prompt them to remind them to follow hotel policies

- Encouraging and ensuring that daily shift handover records are presented

- In charge of allocating labor shifts

- Greeting and saying goodbye to significant visitors

- Make travel and lodging arrangements for visitors in case the hotel runs out of space

- Plan shift assignments and inform the director of each shift's progress

Receptionist

The hotel's receptionist welcomes and assists guests while they are staying at the hotel on behalf of the hotel As a result, the receptionist must carry out the following obligations:

- Welcome

- Welcoming and guiding guests through hotel registration procedures

- Do a good job of preparing guest registration documents and preparing to welcome guests

- Determine the booking status, length of stay of guests

- Complete the necessary, accurate, and rapid registration procedures for temporary residence here

- Set up lodging for visitors

- Establish room prices and payment options

- Be familiar with the hotel's offerings, including the location, features, and costs of various room categories

- Acknowledge consumer requests and alert the appropriate departments

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- Provide additional services to visitors (messaging, letter-receiving)

- Work with the chamber department to update the state of the chamber

- Keep valuables-containing safes and room keys in storage

- Address client grievances

- Conduct business over the phone

- Executing delivery and receiving of precise cases, taking prompt action to address issues left by the previous shift

- A list of all arrivals and departures during the day

- Produce statistics reports, note the operational status during the shift in the content of handing over the shift to continuously service consumers, responsibility

Receptionist cashier

All financial transactions built at the Front Desk, including recording guest payments and consumption, are handled by the cashier Detailed tasks:

- Open customer bills as soon as visitors arrive to check into the hotel

- Daily monitoring and updating of guest fees

- Make payments to customers based on routine invoices When the client has paid for all services, create a receipt

- Save any same-day cash, postal cards, and wire transfers that the service department delivers It will be delivered to the hotel's accounting department at a specific moment

of the day

- Receive money and valuables from clients

- Exchange currencies for clients

- Add the data from the paid customers to the save file

- Compile a report on each shift's sales

- Working in collaboration with the accounting and marketing departments to collect past-due payments from travel businesses or agents

- Updating booking details will let you control and manage the booking issue

- Inform the Front Desk staff of any changes to or cancellations of a lodging reservation as soon as possible

- Keep track of the amount of rooms that are available based on special reservations for important visitors

- Make a list of each day's anticipated arrivals

- Help with the creation of the pre-registration paperwork

- Used in conjunction with the market space to transact in chamber services, maximizing the usage of the chamber

CS Customer Relations Officer

The employees of the customer relations department are the ones who deal with clients regularly and are in charge of giving them information and instructions so they can request services is responsible for maintaining order in the hallway and managing the group of lobby personnel A customer relations officer's specific responsibilities include:

- Work with the Front Desk employees to plan the hotel's welcome

- Prepare hotel registration information in advance for important guests and guests traveling in groups

- Check the room for important visitors; arrange tours for visitors upon request; reserve rooms for visitors traveling to other destinations; set tables at restaurants; rent automobiles; and purchase tickets for visitors to see sports and music events

- Order guest airplane tickets

Customers can send letters, packages, faxes, text messages, and buy foreign newspapers and magazines with the help of airline personnel Information can be provided at the customer's request Receptionists work together to settle guest problems

- Look after visitors and ask them about hotel amenities

- Hand out hotel birthday gifts to visitors

- Create significant reception circumstances, ceremonies, and letters

¢ Call center staff

Call center agents frequently phone customers to sell hotel products Therefore,

in order to leave a favorable impression on potential guests before they even arrive at the hotel, it is imperative to have a warm and inviting voice A telephone operator's responsibilities mnclude:

- Assisting visitors who need to make calls from outside the hotel

- Create payment vouchers for the phone services that clients have utilized and hand them to the cashier

- Get messages and relay them to visitors

- Acquire, set up, and test requests for visitor alarms

- Give the consumer the information they've requested

“ Night Auditor

The night audit crew is in charge of monitoring update correctness, documenting financial activities, and producing financial summary reports throughout the day The night auditor may be a cashier in the reception area or a member of the accounting team The night shift is this employee's primary duty, specifically:

- Check the day's receipts, review the entry of the books and keep track of the payments made by the Front Desk during the day shifts

- Check the spending ability in the traveler's account

- Calculating taxes on expenses of guests

- Review credit card payments Reconcile the books of receipts from services other than room charges with the cashier's report

- Balance to the accounting ledger

- Summarize the hotel's financial activities and prepare reports Track chamber revenue, chamber occupancy and other stats

- Prepare necessary documents for reporting to accountants

- Prepare payment records for the next morning shift

- Establish late check-in and late check-out policies for hotel guests The night audit crew is also responsible for verifying the alarm settings and taking incoming calls in addition to the aforementioned duties

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“%* Concieroe siqff oroup (SHDPOFÍ reception)

The yard crew 1s responsible for organizing parking, ensuring convenience and safety around the hotel, greeting visitors politely, and directing them inside the building

A door guard 1s someone who is always on duty at the hotel's main entrance to welcome, see off, and assist visitors as they enter and exit the building The doorman's specific obligations are:

- Welcome guests to the hotel

- Open the door for guests

- Carry luggage for guests

- Ensure the security of the hotel

- Enthusiastic to helping guests and colleagues

- Goodbye, good luck when you leave the hotel

The person in charge of moving customers’ baggage and directing them as they enter and depart the hotel is known as the luggage carrier, and they are always on duty close to the Front Desk Specific duties:

- Guide customers to the reception desk and carry their bags as they arrive (check-in procedures)

- Move luggage and guide visitors to their rooms with the help of the customer service team

- Inform visitors about the services

- Deliver text messages and mail from packages to visitors and departments

- When necessary, find guests in public areas of the hotel

- Help guests check-in and with their luggage and show them how to utilize the elevator and the facilities in their rooms

- When guests check out of the hotel, transfer their stuff to their vehicle

1.2.3 Functions and duties of the hotel's front desk division

x The function of a hotel's front desk

The reception department is compared to the "face" that represents a hotel in its external relationships with the outside, including guests, guest suppliers, supplier organizations, and other partners In the process of setting up to cater to the various needs of hotel guests Once more, the front desk serves as a moving "bridge" between the visitors and the hotel, bringing the disparate elements together, establishing a rhythm, and coordinating with the routine functioning of the hotel as a "organization." unity of life

In addition to informing visitors about the hotel, the welcome area in general and the reception in particular are crucial to the promotion, introduction, and sale of goods for the hotel By doing so, the hotel will be better able to draw visitors and encourage them to purchase more hotel goods at the front desk, increasing production The role of this department 1s always valued by hotel managers because it also serves

as an effective "advisor and assistant" by providing timely information about the situation of guests in the hotel (needs, preferences, and changes in the target market),

as well as current information on the hotel's financial situation whenever managers need it Because of this, managers are able to "respond" fast to developments and establish the best corporate practices

In essence, the front desk staff's job is to personally interact with customers while using the "art of persuasion" to win them over and leave them with positive umpressions, peace of mind, and trust in the hotel's abilities In order to provide ready- to-buy hotel services, the hotel must be making a profit The hotel's front desk section 1s always the top priority for hotel management because of its crucial duties

* Responsibilities of the front desk staff at hotels

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- The front desk's Imtial responsIbility 1s to Introduce and promote room service and other hotel amenities to visitors

- Acquire reservations for rooms and assign them to visitors

- Graciously receiving visitors and completing hotel registration processes for visitors, including declaring visitors' temporary 8 8 porary residency to authorities

- Directly assist visitors while they are staying at the hotel and work with other departments to do so

- Acknowledge and address customer grievances

- Keep tabs on, compile, and summarize visitor costs

- Complete payment formalities and bid guests farewell

- Take part in the hotel's promotion and marketing

And other missions

1.3 Service process of the Front Desk department

1.3.1 The stage before the guest arrives at the hotel

This stage is usually done a few days before the guest arrives at least 1 day After receiving documents from the booking department, the Front Desk will complete the procedures and prepare the room for guests Procedures to prepare to include Welcome letter, customer registration form, temporary residence declaration form, breakfast voucher, procedures for special requests (if any), etc, and room key (ready before arrival)

Before the time of arrival of guests, the Front Desk department must complete the preparation of documents and conditions for guests who have previously booked a room The sheets needing customer confirmation, room lock, breakfast voucher of each group, and living room are kept separately, ranked each time At the same time, the Front Desk also informs other departments to prepare to welcome guests

1.3.2 The stage of welcoming guests and doing hotel check-in procedures

In the process of welcoming guests, hotels usually organize the following services:

Limousine Service: Staff along with the hotel transport will bring the guest's nameplate to the port (airport, train station, pier, etc.) to pick-up guests to the hotel

Baggage management service (Bell Boy Service): Guest luggage will be transferred by hotel staff from the car to the lobby and from the lobby to the living

Room Key and Breakfast Coupon: After completing the registration and making the room list Guests will be given a room key and usually bring a meal voucher

Confront the delegation of tour operators, travel agencies and guests who have booked rooms previously The standard order of check-in of the receptionist is as follows:

- Waiting for the group or guests to arrive

- Confirm the work with the delegation or the customer

- Compare documents, do procedures for guests to check-in

- Input data via computer

- Coordinating the work of arranging meals for the group of guests

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1.3.3 The stage of serving customers during their stay

To increase client satisfaction, receptionists must become knowledgeable about and adapt to guests needs at the nght time

Coordinate with other departments to serve guests

Any issues may develop during the client's stay at the hotel, ranging from small technical issues in the room to client requests to use various item in many cases, customers often go through the junk money department (FO), which is directly the Front Desk department to place requests As a result, the hotel reception area is viewed as a link between guests and other hotel departments To perform well in this role, receptionists must have strong working connections with all departments and constantly have two-way communication in order to efficiently address client demands

Contact information and solve customer requirements during the stay Guests often call the Front Desk to request service The Front Desk personnel not only work with other departments to service but also contact customers to inform the situation Reception is considered as an intermediary, a bridge between customers and the hotel and conversely In the event that guests have complaints regarding the quality or other issues The reception department often receives and resolves guest problems The head of reception or the head of the department will often deal directly with a complaint from a visitor regarding the hotel Receptionists and department executives need to be aware of situational management abilities, particularly those for dealing with irate and challenging guests These abilities will enable the hotel to

"retain" guests who are dissatisfied with the caliber of its offerings and persuade them

to stay there again in the future For the case of guests moving rooms, the reception staff prepares a room-changing paper and sends it to the departments (such as staying

at the new hotel, porting luggage, managing bugs, accounting presidents, and translating telephone switchboards layer services ) to enable accurate communication, recording, and billing of services

During their stay, guests will need to use a variety of service, including food and drink as well as hotel services Therefore, the Front Desk must accurately update any guest consumption according to invoices from other departments (or automatically in the computer) into the guest folio Typically, when guest use a service

at a major hotel For instance, the restaurant department will create a payment sheet and ask the consumer to confirm if they had lunch at the establishment The restaurant department will enter the guest expenses into the service payment software, the software will automatically update the cost to the guest folio However, the restaurant department must transfer the payment slip to the Front Desk to process the payment for the guest In addition to updating guest accounts, the Front Desk department must enter the Front Desk office ledger and possibly the city ledger for some hotels according to accounting principles The night audit team is required to balance all guest accounts each night

1.3.4 Payment and return stage

For retail customers

- Step 1: Contact when guests come down to the Front Desk:

Actively greet the guest warmly and can call the guest's name (if possible) if he has stayed several times in the hotel

- Step 2: Actively solicit suggestions from guests Inquire about the jobs involved in departing the hotel

- Step 3: Notify the housekeeping department to check the room for the last time If the guest has to use more services in the room, enter more in the general invoice on the machine During this waiting period, the Front Desk staff should take the initiative

to ask the customer's opinion about the service in hotel

- Step 4: Enter the invoice, have the customer sign it, and give them a copy of it They should also provide you their identification documents, such as their passport or ID card, any official orders they may have, the property they've sent you, and payment

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