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Report On Self Reflection Of Front Office

   

Added on  2021-02-19

14 Pages6049 Words1745 Views
Self Reflection

Heading: Week 2 Introduction to front officeTopic sentence:Front office is an integral part and face of hotel which has activities beyond just interacting withcustomers which has been taught in week 2 lectures. Idea development: When I got to know about front office for the first time, the thing which clicked in my mind isthat their work is limited to certain activities only. I was interested in this lecture frombeginning and gained a lot of knowledge by the end of the week. I would like to share myexperience along with wide activities of front office which is not just restricted to particularactivities. I have always seen this section to deal with customers whenever I visited any hotel inpast which made me think that it has to receive guests, fill details, allot rooms, keys andanswering the calls and queries. But week 2 lectures made me realise that front office hasdiverse activities to deliver which has direct and major impact on fixing prices. Apart from this,there are many aspects which have been explained to us in the class. According to my knowledge about front office, it is the department which has high level ofdifficulty as they have to remain active throughout day and night and have effective interactionwith customers. Guests have first interaction with front desk to inquire about their reservations.The information provided by this department is significant as it influence the clients whether toproceed with booking or not. Hence, it can be said that it leaves first impression on whoevervisits a hotel. In order to carry these activities, every personnel assigned job at front officeshould be responsible and capable to perform assigned tasks. Some of the functions of thissection range from attending guests on arrival, allocation of rooms, describing and developingpackages, disclosing pricing, giving best quotation along with offers, attending calls, solvingqueries and complaints and many more. These activities require variety of skills for deliveringexpected services to customers. Front office works as a link between guests and all other departments with the exchange ofinformation from one location to another. It is possible through effective communication andthis skill should be possessed by every personnel involved with functions of front office.Customers may ask huge number of questions related to facilities, bookings etc. provided andavailable in the hotel. I can say that it is not easy to understand the demands and requirementsof guests but front desk try to analyse the expectations and forward the same to respectivedepartments in order to fulfil them. The employees at front office are required to be fit and attentive to hear to what customers aresaying or requesting. This again call for skills which can make them more efficient and active.Training should be given the staff to make the expert in activities of front office. Furthermore, ithelps them to become more productive and efficient. Apart from this, there are someexpectations and needs of workforce which should be analysed by the hotel management and befulfilled for making them work with their full efforts. 3

In nutshell, I can say that there are so many functions which are played by front officeemployees which should be done through continuous learning and training. The leaders and topmanagement have the responsibilities to oversee the work and make strategies and plans to beimplemented in this section of hotel. As per my knowledge hotels should value their customersin order to grow business and have increased profit. This also helps in retaining them for longtime and make them avail services on repetitive basis. Every action requires appropriate strategies which can be achieved with the application ofmanagement theories and principles as provided in the lecture. These can be applied by leadersand managers within the organization for keeping every function at place so that desiredoutcomes can be achieved. Furthermore, there should be complete evaluation of theperformance of each employee assigned tasks of front office. Since, it acts as a nexus betweencustomers and other units of a hotel, there should be complete control and sync in order to caterneeds and expectations of guests by working efficiently. 4

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