FRONT OFFICE MANAGEMENT

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FRONT OFFICE MANAGEMENT WEEK 2
AWO MAHAMED
LEARNING OBJECTIVE ONE
> FIRST HALF: EVALUATE THE FUNCTIONS
OF FRONT OFFICE OPERATIONS AND HOW
TECHNOLOGY IS USED TO ENHANCE GUEST
EXPERIENCE (P1/P2)
> SECOND HALF: ASSIGNMENT WORKSHOP/
QA’S
FUNCTIONS OF THE FRONT
OFFICE-P1
• Sell hotel rooms
• Reserve the rooms for the guests before they arrive
• To assign rooms
• To charge all of the pre-paid bookings ahead
• To refund or exchange the room bookings of the hotel
• To sell the guest other services within the hotel
• Control guest room keys with security
• To be a unofficial tour expert and provide touristic information
• Maintain accurate room pricing online and outside the building
• To ensure you provide knowledge of the services within the hotel
• Room blockage/special requests
• Maintain balanced guest accounts
• Completing the end of day report
• Printing the invoice or sending it to the guest via e-mail
• Complaint handling
• To go over and beyond the guests expectations and their
needs !
HOW TO COMPLETE P1…
• Explain what the front office functions are and why they are
important briefly
• Find an issue – SIMILARITY “The hotels within the hospitality
industry are so similar and at the same time in a very
competitive market. Therefore, a guest wants to feel different
from where he/she stayed last time. Therefore, front office
functions should change and go beyond the usual expected
functions in order to increase guest satisfaction.”
• Find a hotel that behaves different than usual front office function
and use this as an example to better the functions to improve guest
satisfaction
THE MOST WEIRDEST GUESTS
REQUESTS
HTTPS://WWW.DAILYMAIL.CO.UK/TRAVEL/TRAVEL_NEWS/
ARTICLE-2947912/THREE-M-MS-PICTURE-BACON-LLAMA-PENGUINSWAITING-ROOM-WEIRDEST-REQUESTS-HOTEL-GUESTS-REVEALED.HTML
THE MOST COMMON
COMPLAINTS AT FRONT OFFICE
• Room is too cold
• Room is facing the main road
• Lack of cleanliness
• Overcharging
• Breakfast not included
• Small/uncomfortable beds
• Feather pillows
• Extra keys
BEST HOTEL SERVICES TIPS:
• “Hire the best personalities”-
Holiday Emerald Hotel Vietnam
• “Surprise your guests with
presents and appreciation” –
Lana Suites Delux hotel Spain
• “Go out of your way” – Pax
guest house Ireland
• Empower hotel employees, get
creative, sense of humour,
connect with all the
departments and solve
problems together.
• Functions can be more innovative and ahead by using digital —> sending a personal
message by phone or e-mail (not a robotic one)
• Moving away from the old desk style and being next to guests with an IPad or tablet
• Guest experience begins long before they arrive (from the moment of checking
tripadvisor->booking)
• Calling the guest before arrival *trick*
• Respond to the guest feedback (doing a tripadvisor check every other day to improve)
• What are your same star rating or above hotel competitors doing?
• Having invoices ready via phone
• Allowing the guest to check-in, choose a room online and then collect the keys upon
arrival
• Preparing something unusual upon check-in (small gift, food, drink)
• Something complimentary to even simply connecting with the guest
HOW TECHNOLOGY IS USED TO
ENHANCE GUEST EXPERIENCE…
ROOM RATES- GOOD PRICING
STRATEGY/EASE OF BOOKING
• ROOM RATES HAVE TO BE PREPARED AHEAD RESPONSIBILITY OF FO (UP-TO 2 YEARS BEYOND THAT
TIME CONTACT RESERVATIONS TEAM)
• RACK RATE
• PREPAID RATE
• REGULAR GUEST RATE
• SEASON RATES AND OFFERS
• OCCUPANCY RATE (40% BOOKED, FULLY BOOKED)
• LOCATION, STAR RATING, HOW MANY ROOMS AVAILABLE, EVENTS NEARBY
• ROOM RATES HAS TO MATCH THE QUALITY AND DEMAND OF THE AREA/HOTEL
• ADR: HOTEL HAS 100 ROOMS, 90 ARE BOOKED, 90% OCCUPANCY, 10 ROOMS ARE LEFT £150 FOR
TONIGHT, ADR: 90% X £150 = £135 AND THAT’S HOW MUCH YOU SHOULD CHARGE THE LAST 10
ROOMS MINIMUM
• https://m.youtube.com/watch?v=b2zg81CSZ64
EXTERNAL BOOKING SITES
• EXPEDIA
• BOOKING.COM
• KAYAK
• AIRBNB
• KIWI
• SKYSCANNER
• CHEAPFLIGHTS
• ROOM RATES ALSO HAVE TO BE
UPDATED BY YOU ON THE
EXTERNAL SITES
CRISIS WHEN ROOM PRICING IS
NOT MANAGED PROPERLY
• OVERBOOKINGS
• BAD IMAGE FOR THE HOTEL AND FRONT OFFICE
• BAD REVIEW
• OVER PRICING WHEN ITS NOT NEEDED
• LOOSE RETURNING LOYAL GUESTS
• MAKE SURE YOU UNDERSTAND THE “FROM PRICING
STRATEGY”
THE HOTEL INDUSTRY…
• HOTEL INDUSTRY IS A VERY COMPETITIVE MARKET
• NOW TOURISTS WILL SLEEP ANYWHERE AND
ACTUALLY PREFER BUDGET, CONVENIENCE OVER
STAR RATING
• PUTTING EXTRA PRESSURE ON QUALITY AND
GOING BEYOND THE GUESTS NEEDS
• PUTTING EXTRA PRESSURE ON THE ROOM PRICING
NEXT WEEK – LAST WEEK FOR
LO1/ASSIGNMENT WORKSHOP
SOURCES
• https://m.youtube.com/watch?v=b2zg81CSZ64
• https://www.clock-work.co.uk/blog/general/mostcommon-hotel-complaints-top-10
• https://www.socialtables.com/blog/hospitality/
hotel-customer-service/

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