Front Office Operations Report: Hilton and Marriott Analysis

This report examines front office operations within the hospitality industry, focusing on the Hilton and Marriott groups. It delves into various front office procedures, emphasizing control mechanisms like cost advantage and branding to improve sales. The report also explores yield management, its effects on revenue, and its role in resource allocation. Furthermore, it highlights the importance of customer care services, presenting a brochure-style analysis of how front office interactions impact customer satisfaction through meeting expectations, technological advancements, positive relationships, and complaint handling. The conclusion reinforces the crucial role of the front office in fostering customer relations and overall business success.

Front of House Operations

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Covered in Poster............................................................................................................................1
TASK 2............................................................................................................................................1
2.1 Two control mechanisms and their usage to monitor and improve sales in their front office
operations...............................................................................................................................1
2.2 Yield management and its two effects..............................................................................2
TASK 3............................................................................................................................................3
3.1 Importance of the customer care services in front office of hotels (Brochure)................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Front office plays a crucial and significant role in the management of various operations
of organisations. Especially in hospitality industry, front office plays a vital part in maintaining
business relation and meeting requirements of customers with providing them better support. For
report, the Hilton Group and Marriott Group are taken into consideration. Both the firms operate
in hospitality sector. This report will lay emphasis on various front office procedures and concept
of yield management along with various control management. Besides this, the importance of
front office on high customer satisfaction level is also taken into consideration.
TASK 1
1.1 List of various office procedures and functionalities
Covered in Poster
TASK 2
2.1 Two control mechanisms and their usage to monitor and improve sales in their front office
operations
Various control mechanisms are taken into consideration by cited firms in order to
improve quality of services and meet the requirements to fulfil the needs and demands of
customers. This helps in the better handling of the various operations that will leads to effective
management of the various functions that supports company to improve its various operation and
meet the requirements of their customers and fulfil them in a very effective manner. Some to the
control management approaches that are been taken into the consideration are as follows:
 Cost advantage: This approach will help both firms to meet the requirements of
company and fulfil them accordingly. It helps both the firms to meet customer’s demand
and provide an effective solution to various operations that are followed in hotels. The
effective costing of various services and products that are been developed by
organisation will help them to fulfil their requirements in a very effective manner. Other
than this, reasonable costing of these services will help both hotels to attract maximum
number of customers and fulfil needs and demands of customers in a very effective
manner. For instance, the effective costing of the various services will help in the
effective handling of the various operations of the Hilton and Marriott Group, helping the
firm to get more customers and meeting their requirements effectively. This will help the
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front office of both the firms to effectively monitor and improve the sales of the services
by the company's.
 Branding: The effective branding of various operations or services that are been
developed by business organisations and help in their better growth and development.
Besides this, it helps in the effective management of the different operations that are been
taken into the consideration by the organisation. Other than this, the effective branding
will help both firms to generate a better customer perception that helps in providing a
good and effective satisfaction level to its clients. They will take into consideration
various measures or effective handling of different operations that will help both the
firms to meet requirements and demands of customers and maintain their sustainable
brand image in the market that will lead to the effective rise in their profitability and
productivity in company. Besides this, the effective handling of needs and demands will
promote building of better relationship with customers. Also, the branding will help the
consumers to prioritize their services and products as per the requirements of the user.
The branding will lead to the development of better brand equity and improvement of
various operations that will lead to the effective development of the various functions that
are been followed by the company for the better management of the different operations
of the company and fulfil them in a very effective manner. Apart from this, the staff or
employees at the organisation, especially at the front office will look after effective
handling of various operations that are been taken into the consideration by the company
for its better growth and development. For example, as both Hilton and Marriott group
are a well known brand in hospitality industry, it will help the front office or reception
desk of both the firms to monitor effectively increase in sales and the improvement of the
products and services of the company.
2.2 Yield management and its two effects.
The yield management or revenue management is an effective approach to improve
operational ability of an organisation that helps in its better growth and development. It includes
the effective management of behaviour of customers of both hotels to improve their profitability
and generation of revenue. It includes the approach of getting high level of revenue from time
limited resources by effectively controlling the various operations of the company. Both Hilton
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and Marriott Group will look after the effective handling of the yield management that helps in
the effective handling of the various operations of both the firms.
Effect of yield management:
 The effective implementation of yield management will help firms to gain a better
revenue and meet requirements of customers to gain better profitability. Both, Hilton and
Marriott Group will use it for better ROI. This will help the employee's of the front office
or reception desk to better monitor the effective handling of the increase in sales of the
company.
 Besides this, in hotel industry, it helps in appropriate distribution of various resources
that are taken into consideration for better growth and development of company. Hilton
and Marriott will utilize it for better resource management. This will support the front
office department of both the firm to have an easy check on the increase of the various
products and services of the cited business firm.
Spider diagram of Hilton group
TASK 3
3.1 Importance of the customer care services in front office of hotels (Brochure)
The effective handling of the various operations will help in the better handling of the various operations
that helps in the effective management of the various operations in the company to fulfil the requirements
of the company. Other than this, the better management of the various operations will lead to the rise in
the productivity and profitability of the company. The effective handling of the various operations will
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Hilton Group
Better ROI Resource management
Increasesd Profitability Better monitoring of sales
Yield management

lead to the following impact on the customer by the front office of both the cited firm:
Meeting the
customer
expectation
: This helps
in the
effective
management
of the
various
operations
that will lead
to the rise of
the various
operations
of the
company
and meet
their
requirements
in an
effective and
considerable
manner.
Improve the
technical
advancement:
the front office
will adopt the
effective
online and
technical
services that
will help in
the better
growth and
development
of the
company and
fulfil their
requirements
in a very
effective
manner.
Positive
relationship: The
good behaviour and
management of the
various operations
will help both
Marriott and Hilton
Group that will help
in the better
management of the
various operations
and meet their
requirement.
Complaints handling: The
complaints or the feedbacks that
are been given by the customer
will help both the firms that helps
in the better development of the
various operations of the
company.
CONCLUSION
From the above report, it can be concluded that front office or reception play a vital and
crucial role in handling of better relations with customers. This report emphasised on various
front office procedures and on the concept of yield management and various control
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management. Besides this, the importance of front office on good customer satisfaction level is
also taken into consideration.
REFERENCES
Books and journals
Esterina, F.V. and Gunawan, S., 2015. A TRAINING MATERIAL: A SOLUTION TO HELP
FRONT OFFICE STAFFERS AND ATTRACT MORE CUSTOMERS FOR IBIS
SURABAYA CITY CENTER HOTEL. K@ ta Kita. 3(3). pp.14-19.
Galliers, R.D., 2018. Information Systems in Global Organizations: Unpacking ‘Culture’. The
Digital Challenge: Information Technology in the Development Context: Information
Technology in the Development Context.
Giesbrecht, T., Scholl, H.J. and Schwabe, G., 2016. Smart advisors in the front office: Designing
employee-empowering and citizen-centric services. Government Information
Quarterly. 33(4). pp.669-684.
Miller, S. and et.al., 2018. Back to the Future: Building resilience in Colorado Front Range
forests using research findings and a new guide for restoration of ponderosa and dry-
mixed conifer landscapes. Science You Can Use Bulletin, Issue 28. Fort Collins, CO:
Rocky Mountain Research Station. 15. pp. 28.
Modic, D. and Damij, N., 2018. Towards Intellectual Property Rights Management: Back-office
and Front-office Perspectives. Springer.
Sousa, R. and Amorim, M., 2018. Architectures for multichannel front-office service delivery
models. International Journal of Operations & Production Management.
Szende, P. and Reddy, P., 2017. A Fragment of the Past: The System of Hotel Front Office
Racks.
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