Front of House Problem in the Hospitality Industry

Introduction to Management
INTRODUCTION...........................................................................................................................3
ANALYSIS OF INDIVIDUAL PROBLEM...................................................................................3

CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
The hospitality industry depends on the shoulders of the front of house staff. These are
the people who encounter the guest at first. Front of house staffs efforts are critical to hotel's
success as they are responsible for projecting the mission and value the hotel wants its guests to
experience. In this case study, the major problem faced by the Imperial Hotel is its front of house
staff. Some key reception staff is having conflict with other departments with respect to
inaccurate and wrong information being provided. It fails to inform housekeeping department
about the early or late arrival of the guest because of which rooms were not cleaned on time and
guests have to wait for long to get the room keys. Reception staff work in three shifts and each
team argue with other shift team for not providing proper handover information. Guests have
complained about the rude and abrupt behaviour of the reception in dealing with most basic
request. Along with that, conference and banqueting staff have the complained that complete
information is not provided about the number of guest coming for the meeting or conference. In
hotel, all the work are interrelated to each to other and front desk is the root of it as all the
request and requirement of the guest are dealt by the reception and passed on to the respective
department to perform. So, a detailed analysis is carried out to know about the problems being
faced by the hotel and how it can be resolved.
ANALYSIS OF INDIVIDUAL PROBLEM
The front of house issue is the major challenge that a hotel has to face. The Imperial hotel
is facing five major problems but the most challenging one is front of house problem. The
reception has the customer facing role in providing services and support to the guests. It's not the
problem from the part of staff only but also on the part of management and operational
inefficiency of the hotel. Nowadays, guests are relying on the online reviews of the hotel before
making any reservation and to increase the guest's arrival, requires clean image but management
has overseen this (Lappas, Sabnis and Valkanas, 2016). Management has employed talented
managers and supervisors to look after the performance of the staff of different department, so
the problem can be on the part of managers for not sending accurate performance report to the
higher authorities. It can be possible that proper communication channel has not been established
and the sense of belongingness has not been established among the staff.