M4X01920: Front Office Operations in the Hotel Industry Report

This report provides a detailed analysis of front office operations within the hotel industry, using Marriott International as a case study. It explores the critical role of the front office in providing hospitality services, highlighting its function as the initial and final point of contact for guests. The report discusses the importance of front office operations in arranging accommodations, handling complaints, and providing porter and concierge services. It then analyzes the operational roles of hotel staff, including the front office manager, front desk agents, and night auditors, detailing their responsibilities and contributions to ensuring guest satisfaction and efficient hotel management. The report emphasizes the importance of effective strategies and management in maintaining consistency and achieving business efficiency within the hotel industry.

Report
(International Hotel
Management)
Assignment Title: Front Office Operations
Module Title: M4X01920
Student Name :Andreea Oana Contor
Student Number:1816292
Lecturer's Name:Jahanzeeb Qurashi

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY ..................................................................................................................................3
1) Discuss with industrial examples importance of front office operation in Hotel industry.....3
2) Analyse the operational role of a hotel office staff.................................................................5
CONCLUSION................................................................................................................................7
REFERENCES ...............................................................................................................................8

INTRODUCTION
Hospitality Industry has been appeared as the key driver for overall growth within service
sector economy. It is a wide category which primarily includes several other service within the
service industry which includes planning of events, theme based parks and several other similar
services. However, hospitality unit such as hotels, restaurant usually comprises of
conglomerate groups like facility maintenance, kitchen workers and many others (Baum, 2016).
This sector within an economy enormously count on accessibility of leisure time as well as
disposable financial gain. This report is based on Marriott International which is an American
diversified multinational hospitality company which significantly managers and franchises a wide
portfolio of resorts and hotels as well as several related lodging facilities. The respective hotel
was introduced by J. Willard Marriott in 1972. The outcome of the reports tends to cover aspects
relating to front desk management and its importance. Furthermore, consideration with regard to
key administrative and operational duties required with front office department shall be made.
MAIN BODY
1) Discuss with industrial examples importance of front office operation in Hotel
industry.
Front office operation plays a very critical role within a hotel industry which essentially
aids to provide hospitality establishment. This is considered as the introductory and the last
department were a clients interacts. The prime responsibility of front office department is to
establish first hand impression with regard to level of services and facilities which the respective
hotel shall provide. Front desk or office is the first area which is essentially observed by clients.
It is essentially located near the entrance of the door. However, front office plays a very curial
role in within hotel industry. Guests are able to get necessary information with regard to vacant
room for front desk only. It a place wherein effective management of check in and check out of
clients is effectively done. (Ben and Goaied, 2016). The front office department is essentially
headed by front office Manager. Front office with resect to Marriott is the never centre of
respective hotel. Overall operation within a hotel are significantly managed by employee at front

office. However, following the important factors which considered in order to carry out business
operational effectively:
 Arranging Accommodations: Front office operation are essentially necessary within
hotel industry because at the prime responsible of this department is to ensure proper
arrangements of rooms. Guest essentially visits front desk area for proceeding with their
booking. Apart from this, front desk personnel also aids to yield record of guests if they
personally demand for any request. However, with regard to Marriott International
respective hotel have a very attractive front desk office wherein employees aids to
arrange accommodations of guests.
 Handling Complaints: Front office operation also aids to effectively manage and handle
complaints of guests (Gannon, Roper and Doherty, 2015). This is an area wherein hotel
guests lodge their complaints and issues. With reference to Marriott International, the
front desk office operation essentially tend to solve the complaints and grievances of its
guests in such a way that they are satisfied. Moreover, front desk personnel are also
accountable for checking out overall stay of clients and take their feedback.
 Porter Services: Subsequent to check in at hotel reception, bellboy or the porter takes
up the luggage of the guests to their respective room. However, bellboy is primarily
responsible to ensure that everything within the room is working absolutely level. With
regard to Marriott International, the front office manage assigns bellboy to the guests.
 Concierge Area: When guests usually check in a hotel through travel package, it is the
responsibilities of front office manager to effectively organize the action with regard to
entertainment, travel and several other reception personnel arrangements. Furthermore,
making reservations for dining in famous restaurant is also the major job which is
performed by front desk office.
However, in order to effectively carry out business related activities with full efficiency it is very
important to manage front office operation so that guests of hotel are satisfied with the services.
Therefore, Marriott International shall formulate strategies in such a manner that business
operations at front desk are managed effectively and consistency within business can be seen.

2) Analyse the operational role of a hotel office staff.
Within a hotel industry it is very essential be effectively manage operational role in such
a way that the guests at hotel tends to get maximum level of satisfaction. Implementation of
proper strategies is must so that each and every department shall perform the assigned task in
such a manner so that desired level of profits within respective organisation shall be gained.
Following are the major areas wherein efficiency with respective organisation is required:
Front Office Manager: Front office manager within a hotel is senior individual who is
primarily responsible for keeping positive working environment and further aid to maintain
administrative as well as professional activities. These task may differ from effective
management from functions of accounting to allotment to duties (Hosseini, Zainal and
Sumarjan, 2015). A hotel front office manager is tasked with effectively making sure that the
Illustration 1: Front Office of Marriott International
Source: Peterborough Marriott Hotel, 2019

front office duties are managed and operations runs smoothly. Following are the major
responsibilities which are carried out by front office manager within Marriott International:
 Training and managing front office staff effectively.
 Dealing with the customers.
 Arranging and managing staff scheduling.
 Act as a mediator between general manager and staff.
 Ensuring at the hotel desk provides friendly as well as professionals services for guests.
 Essentially evaluates job performance under each department so that efficiency can be
witnessed.
 Front office manager significantly master key control over subordinates.
 Maintains positive work relationship so the effective communication among all
departments is done.
 Essentially operation all major aspects of front office computer system which primarily
includes software maintenance, report generation and many other similar aspects are
managed.
However, with regard to Marriott International front office manager essentially aids to manage all
the major business operation effectively so that customers are able to witness good stay.
Front office Desk Agents: A front office desk agent represents the first point of contact
with guests and essentially aids to handle all stages of guest stay (Ivanova, Ivanov and Magnini,
2016). They are individual who aid to represent the hotel.
 Responsible for carrying out duties regarding check in and check out of guests.
 Effectively negotiating online and phone reservations.
 Informing clients about variety of payments method available and verifying their credit
card.
 Responsible for welcoming guest on their arrival and accepting their booking.
 Maintain accurate and proper records of bookings and payments.
 Inform customers about speciality of hotel, availability of rooms, rates as well as
amenities.
Therefore, it is the prime responsibility of front office manage to ascertain that front office desk
agent work with their full potential in order to carry operation effectively.
Night Auditor: Night Auditor typically handles duty relating to front desk agent and
several other duties with regard to accounting department (Kim, Lim and Brymer, 2015). Night
auditor essentially works overnight within a hotel and tends to effectively manage the business
operations effectively. However, there are variety of duties which a night auditor within a hotel

performs in order to provide maximum amount of satisfaction to its customers. Some of
common duties and responsibilities performed by Night Auditor with Marriott are described
below:
 Checking guests and effectively handling their overnight requests.
 Effectively and accurately handling account reconciliation, auditing as well as
bookkeeping.
 Answers phones and booking reservations in appropriate manner effectively.
 Actively prepare for forecasts and audits so the consistency with business management
shall be seen.
 Scheduling of guest wake-up calls and reservation for the following day is also
considered as the major duty of night auditor.
 Prepares regular summary of cash as well as credit/debit card activities which is
witnessed at front desk.
 Aids to report business related aspects to front office manager. Moreover, the
accounting data is essentially utilized by other department in order to generate statistical
report.
 Prepare guests bills for next day checkouts.
However, there are variety of other duties and responsibilities which are performed by Night
Auditor with Marriott in order to satisfy the ultimate needs and desire of customers effectively.
CONCLUSION
From the above report it can be summarised that in order to effectively carry out
business operation under hotel industry it is very essential to manage several aspects through
which consistency within a hotel shall be witnessed. Effective management of front office
operations plays a very important role under hotel because this is the very area where guests
visit. Furthermore, there are variety of operational role which are essentially carried out by front
office manager, front office desk agents as well as night auditor in order to attain business
efficiency. However, each of the mentioned individual are primarily responsible of carrying out
variety of duties through which maximum level of satisfaction can be attained by customers.

REFERENCES
Books & Journals
Baum, T. ed., 2016. Human resource issues in international tourism. Elsevier.
Ben Aissa, S. and Goaied, M., 2016. Determinants of tourism hotel market
efficiency. International Journal of Culture, Tourism and Hospitality Research. 10(2).
pp.173-190.
Gannon, J.M., Roper, A. and Doherty, L., 2015. Strategic human resource management:
Insights from the international hotel industry. International Journal of Hospitality
Management. 47. pp.65-75.
Hosseini, R.S., Zainal, A. and Sumarjan, N., 2015. The effects of service performance of hotel
customers on quality of experience and brand loyalty in Iran. Procedia-Social and
Behavioral Sciences. 201. pp.156-164.
Ivanova, M., Ivanov, S. and Magnini, V.P. eds., 2016. The Routledge handbook of hotel chain
management. Routledge.
Kim, W.G., Lim, H. and Brymer, R.A., 2015. The effectiveness of managing social media on
hotel performance. International Journal of Hospitality Management. 44. pp.165-171.
Kovaltchuk, A.P. And et.al., 2016. Concept and procedures of crisis management in Russian
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Lam, C., Ho, G.K. and Law, R., 2015. How can Asian hotel companies remain internationally
competitive?. International journal of contemporary hospitality management. 27(5).
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Leonidou, L.C. and et.al., 2015. Dynamic capabilities driving an eco-based advantage and
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Online
Peterborough Marriott Hotel. 2019. [Online]. Available
through:<https://www.expedia.co.uk/Peterborough-Hotels-Peterborough-Marriott-
Hotel.h691233.Hotel-Information>.