Reflective Portfolio Week 2: Front office and Executive housekeeping

Reflective portfolio

Table of Contents
Week 2: Introduction to Front office...............................................................................................1
Topic Sentence.......................................................................................................................1
Ideal development..................................................................................................................2
Week 3: Executive housekeeping...................................................................................................3
Topic sentence .......................................................................................................................3
My own learning related to the issues which I identified in hotel is as follows.....................4
Week 4: Effective interdepartmental communication.....................................................................5
Topic sentence .......................................................................................................................5
Idea development....................................................................................................................5
Week 5: Preparation and review of night audit ..............................................................................6
Topic sentence:.......................................................................................................................6
Idea development....................................................................................................................7
Week 8: Safety and Security............................................................................................................7
Topic sentence........................................................................................................................7
Idea development....................................................................................................................8
Week 9:Labour cost and cost control – Implications to Hotels.......................................................9
Topic sentence........................................................................................................................9
Idea development....................................................................................................................9
Week 10: Facilitates management.................................................................................................10
Topic sentence......................................................................................................................10
Idea development..................................................................................................................10

Week 2: Introduction to Front office
Front office is known as the all-inclusive reception service and management department.
Further it is one of the major department in a hotel which carry more than one section that
includes following service area assistant manager, reception, concierge. There role is to provide
various services such as guest room allocation, telephone, baggage, booking rooms, arrangement
of transport, inquiries etc. Further front office department is situated at the front of the part of the
hotel and it is also knowns as the “ show case window of a hotel then reflect the image of a hotel.
It is divided into more then one section and it fulfils the expectations of customers. It handles
special request of the customer with respect to increasing their satisfaction level. There are many
issues which are faced by hotel due to which they unable to provide quality services to their
customers
Topic Sentence
First issues which I identified related to hotel services delivering is related to the
employee satisfaction and lack of skills among them due to which they are unable to deliver
quality services to customers. At the pre-arrival stage, the hotel needs to create a reservation
booking for its potential guest cycle. But due to lack of technical skills employee are unable to
make a reservation of room on time. I learned that lack of technical skills among employees lead
to dissatisfying customers because they do not get their reserved room on time. Further, they are
not aware of new technology which is implemented within an organization. I learned that it is at
the time of departure employees should encourage guest to consider returning to the hotel at any
future date. Lack of proper communication due to which message is conveyed inaccurately by
employees which lead to break guest experience with the hotel. Further, all this responsibility are
not taken by front office department due to which certain issues arise. There are various roles
and responsibilities of front office department not fulfill on time (Kuo, Huang & Boger, 2016).
Customers complaints procedure is not handled by customer executive department due to which
customer problem not solved on time. The issues which are determined need to be resolved on
time so that productivity and profitability of firm should not get hampered. I learned a lot of new
things from the outcome which I mentioned above. Further, I learned that it is important to
provide training and development facility to employees related to new technology which is
implemented within the hotel. I find out that reception is a department that is the essential area
within the hotel. Here one of the major segments within the reception which includes Night
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auditors, mailing department, cashier etc (Chun Wang, Chun Wang & Tai, 2016). so it important
for the employees who are working in a front office to fulfill their roles and responsibility on
time. For this purpose then need to maintain the satisfaction level of the customers. Further, they
need to fulfill the expectation of customers and make them feel satisfied. I also learned that
internal customer satisfaction is important for external customer satisfaction.
I learned the way technology is impacting the sales of the hotel. The technology and the digital
landscape is transforming the hotel sales process of the past and the bulk of the transactional
activities which are going online. Due to less skilled employees in the market, it becomes
difficult for the hotel to use new technology in an effective manner. The further hotel is not
taking advantage of mobile booking which is gaining popularity because most of the people
prefer to book the room through mobile. There are most of the leisure travellers and business
travellers who book overnight accommodation in hotels with the use of mobile phones. Further, I
learned so many responsibilities of front office supervisor. It needs to lead and direct the team to
make sure all its function operates smoothly (Lu, Capezio, Restubog & Wang, 2016). I learned
that to make sure that all duties get to be completed on time and in an accurate manner, the
supervisor needs to work hard for monitor all its team member function. Further, it needs to
solve the issue of customers so that they not get dissatisfied with their work. I learned it is
important to keep all the information of customer confidentially so that customer does not feel
insecure at the time of sharing personal information.
Ideal development
My own learning relate to the issues which I analysed in hotel are as follows
My own learning is that it is important for the management of the hotel to motivate its
employees because it is one of the important concepts. By doing this, firm not promotes the best
interest of the employee but also the same for an organization. Further, there are a different way
which firm can use for motivating its employees (Andaleeb, 2016). It can provide them monetary
and non monetary benefits. In monetary benefits, it covers rewards for performing effective
work. If a firm provides reward to employees for their work then it motivates other employees to
work hard. I also learned that it is important to develop skill related to new technology so that
front office department can easily manage all records of customers regarding their registration
and booking so that at the time of check out no issue faced by hotel management and customers.
Further, I learned that clear communication is very important between employees so that no
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