Challenges Faced by Front Office Managers in Hotel Organizations

Research proposal

Table of Contents
1. Background .................................................................................................................................3
2. Purpose or Rationale ...................................................................................................................4
2.1 Scope ....................................................................................................................................4
3. Literature review .........................................................................................................................4
4. Research methodology ................................................................................................................6
5. Deliverables ................................................................................................................................7
5.1 Outline ..................................................................................................................................7
5.2 Reporting ..............................................................................................................................8
6. Time Scale .................................................................................................................................8
REFERENCES .............................................................................................................................10

Title- To review challenges faced by front office managers in context of Hotel organization:
Case study of Hilton Auckland Hotel
1. Background
The hotel industry is seen as an overarching business which encompasses with the hotels,
trains, entertainment, flights, restaurants etc. Any of the thing that is counted as pleasure or
leisure could be seen hospitality. With high investment in this sector, it is counted as immense
revenue generating business for many of the countries. Since hospitality segment is been
supported by the customers with an excess founds for the fun & travel, the countries having poor
economies seems to face struggle in such arena, while economically stable countries like US and
China has the booming business (Poulston & Jenkins, (2016)). Presently most of the countries
under hospitality sector are seen on rise due to low cost of oil, that affects the flight, bus, gas and
train prices as it allows for more travel.
Currently, the trend of the Hotel industry is showing a rise and increasing employment
opportunities by hiring around 200000 people in the restaurant and the bar business which is
seen as largest employment across the globe by employing around 50% of person functioning
within the industry. The large contributors towards hospitality industry of New Zealand includes
domestic travel specially from the China. As it is located close to China, NZ gets immense
amount of the tourist business from it. In recent time, the Chinese visitors had increased, because
China is having an economic boom.
NZ is also deemed as safe, that in tun encourages the families for visiting rather smaller
groups or an individual people. NZ is seeing the biggest growth in the cities, though they had
seen an increase in the small picturesque such as Auckland (Ayob, Wilson-Evered & McGrath,
(2017)). Recent change that is been resulted is that the people who would normally travelling to
Australia, travels to NZ rather which increased the growth in industry.
The present report is based on Hilton Auckland, a contemporary waterfront Hotel which
offers seafood restaurant and outdoor heated pool. Furthermore, the study represents the purpose
behind conducting the research and detailed review of research issue. Moreover, it involves an
application of the research methods for making the study as more reliable and valid.
Aims and objectives
Aim

To investigate challenges associated with front office operations under hospitality segment : A
study on Hilton Auckland hotel
Objectives
 To understand the concept of front office management
 To identify the functions of the front office managers
 To determine the issues faced by managers in managing the operations at front office
 To recommend the measures for overcoming the challenges
2. Purpose or Rationale
The main objective behind framing this research report is to assess front office working
of the company operating under hospitality sector. This is seen as very crucial to understand the
major issues which is faced by hotel companies in relation to operational working like managing
the online bookings, providing appropriate services to the guests, trained staff, high turnover and
mishandled reservations (Shin, Perdue & Kang, (2019)). Therefore, in order to overcome such
issues by knowing the functions and task of front office managers, researcher could be able to
draw adequate findings and the conclusions. This study would help the other scholars as well in
understanding the front office operations and the challenges that occurred while managing the
operations.
2.1 Scope
The scope of this report is seen as very wide as it includes the study of various topics
with regard frontal office department, its functioning and the challenges faced at the time of
managing the work in hotel. It is seen as the vast topic because it involves in-depth analysis of
overall hotel management and the reflects the way in which hotel companies functions or
operates at a global level (Özdemir, Çolak & Shmilli, (2019)). This study provides deeper
insights regarding the functions that are performed by the managers in all the hotel companies
worldwide and shows different departments that works within the premises of hotel.
3. Literature review
Concept of front desk management
Brien, Thomas & Brown (2017) reviewed that front office is considered as nerve centre
of the hotel property where accounting & communication are the two critical features of the front
desk dealings. An effective communication with the guests, departments and employees of hotel
are of paramount importance in anticipating hospitable image. Answering the inquiries of guests