Front Office Operations Management (Distinction Criteria)

OFFICE OPERATIONS
MANAGEMENT

Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY...................................................................................................................................3
TASK ..............................................................................................................................................3
P1: Front office operational functions within organisations.......................................................3
P2: Use of technology for enhancement of guests experience by front office operations..........4
P3: Importance of interdepartmental communication between front office and other
departments of organisations.......................................................................................................4
M1. Critically evaluating the communication process in between housekeeping and the front
office in ensuring satisfaction of guests within a specific accommodation organisation...........5
D1. Recommendations to improve front desk operations...........................................................5
P4: Reservation process in a range of different accommodation organisations..........................6
P5: Importance involved with forecasting of room availability and room revenue for front
office operators............................................................................................................................6
P6: Application of revenue management techniques and their importance................................7
M2 Analyse the role of the Internet plays within the reservation process for a range of
different accommodation organisations......................................................................................7
M3 Yield Management techniques.............................................................................................8
P7: Front office operations in four stages...................................................................................8
P8: Role of technology in enhancement of guest experience.....................................................9
D2. Recommendation for improving relationship for front office operations............................9
P9: Enhancement of quality service and then application of quality service model.................10
D3. Recommendations for filling the gaps of quality service...................................................11
CONCLUSION .............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Front office management refers to those management of the organisation which manages the
staff of the company and directly interacted with the clients of the organisation. It is one of the
important department of the organisation which deals with the customers so it is important for
the managers of the organisation to make this department one of the attractive part of the
organisation. The organisation which is chosen here demonstrate this report is Premier Inn hotel.
This report is developed to provide the role and function of the front office management and
analysation of the guest experience with the front office operations and to know how front office
operations manages the quality of service delivery with respect to premier Inn hotel.
MAIN BODY
TASK
P1: Front office operational functions within organisations
The responsibility in various accommodation organisations is of front office operations for
handling complaints of guests, answering queries and other information while maintaining
healthy relations(Barnes, 2018). For providing effective services to their customers is yet another
function. These various functions played by front officer operator of Premier Inn are explained
as follows:
Registrating guests: Front office operations of Premier Inn have to conduct registration of all its
guests with all their related activities. these can be check in, prices of rates, their welcoming and
all other related services for them.
Preparing and maintaining guests records: With this function come the responsibility of
creating as well as maintaining profiles, their feedback, solutions to their issues and all the
records related to guests(Cain, 2018). These all activities are done to provide best services to
them in Premier Inn.
Exchange of foreign income and services: As there is a direct connection with accounting and
financial departments, front office operations of Premier Inn is also responsible for taking
collection from guests as these are service charges and also providing them foreign exchange
services.

P2: Use of technology for enhancement of guests experience by front office operations
The first one to interact with all guests is the front office operation management to provide
effective and great services to them. This is mainly done to enhance customer experience within
hotel premises(Camarena Gil, 2019). For more effective services, Premier Inn uses various
technologies. These are explained as follows:
Check-In: Front office operation uses this customised technology. This will help in their check-
in duties related to their room reservations and availability and other related things. This
provides real time information, facilitating efficiency thus reducing their waiting time to their
guests.
Cloud based property management system: It is user friendly as well as user friendly
technology that helps in simplifying and facilitating business operations without the involvement
of people. This will help Premier Inn’s front office operations with the maintenance of their
check ins and check outs detailing and their customised booking of their all guests and their other
records.
P3: Importance of interdepartmental communication between front office and other
departments of organisations
Mutual trust and sense of belonging among staff members and employees with each other and
guests are built by healthy and clear communication (Chiarini and Gabberi, 2022). The
importance of interdepartmental communication is discussed below:
Avoiding conflicts and pointing: With the transparency in working and operating between front
office and all other departments, increases productivity and operating efficiency of every
department. With any miscommunication at any point results in conflicting and finger pointing
among all various departments. Regular communication should be there to avoid future conflicts
in hotel Premier Inn.
Trust building between teams: With effective, proper and clear communication in between
front office and other departments, results in increase in trust building within company. With
delivering of accurate communication, there is accurate information and thus this reduces the
further chances of fast checking steps which will bring down productivity. Front office are the