Report on Front Office Role in Successful Hotel Operations

This report examines the crucial role of the front office in ensuring successful hotel operations, with a focus on Marriott International. It highlights the responsibilities of front office managers in creating positive guest experiences through services like reservations, check-in/check-out, and conflict resolution. The report also discusses the importance of property management systems (PMS) in streamlining hotel activities such as reservations, front desk operations, maintenance, and billing. Ultimately, the front office is identified as the face of the hotel, responsible for maintaining customer satisfaction, coordinating guest services, and contributing to customer loyalty. The analysis emphasizes how the front office's effective management of guest interactions and operational functions is vital for a hotel's success and growth.

The role of the front office in
a successful hotel operation

Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY ..................................................................................................................................3
CONCLUSION ...............................................................................................................................3
REFERENCES ...............................................................................................................................4
REFERENCES ...............................................................................................................................5

INTRODUCTION
For an hotel front office plays significant role as this is related with managing all the
functions in such a way that all the departments can be managed in equal manner. This is
analysed that front office is the place at which customer will go at first instance and this is the
department which is having access to all the other departments as well. So for any hotel front
office department is necessary to be maintained so that to manage all the functions effectively.
The current report is made for the purpose to understand role of front office in successful
business operations and Marriott is taken as the organisation. Marriott is considered as one of the
prominent hotel chain which is having global business operations and the organisation is
providing lodging and various other facilities to their customers in successful manner.
MAIN BODY
Role of Front office manager:
Front office managers is paying important role in success of a business as they needs to
directly contact with guest and customers. They are responsible for creating good impression of
organisation in minds of consumers. They are carry out functions like reservation, check in,
check out, guest serviced, room assignment and other things. In organisation of Marriott
International hotel, front office managers is responsible for success of organisation (Walden,
2019). Front office managers are playing important role as they are welcoming guest in friendly
and effective manner. They are also solving queries of guest which is important for them in order
to develop positive impression in minds of consumer,. Their efforts are contributed towards
enhancing experience of guest and develop positive image of company in minds of consumer.
This person supervise and guide front office department that is essential in order to get success.
Their desk is situation in guest area where they can easily in contact with guest. They are
handling situation of conflict among guest as well as staff members. It make guest happy with
organization which is important in order to ensure revisit of guest in Marriott International Hotel.
They are also focusing on developing good relationship with guest which is also essential for
satisfaction of guest (Townsend and Mowbray, 2020). All these efforts of Front office managers
are contributed towards dedicated of guest that is important for success and growth of company
and also make them loyal for their organisation.

Property management system
A hotel property management system is an kind of activity or it is group of solutions that
hoteliers are using in order to manage their day- to day hotel activities and operations. It is the
kind of software that is followed by different kind of hotels for the management of their work
and task like reservations (Ruiz Conejo Neyra, 2021). As Marriott hotel is considering the
property management system so that they can analyse their activities and manage their function
in order to become effective and efficient. The hotel Marriott is focusing on the different
activities and their operations like reservations, front desk, maintenance, billing and many
more. This is very important for the hospitality industry because it helps the hotels to effectively
manage their reservations and bring more opportunities for the company ((Gao, and Zhai, 2018).
Apart from this, it also helps the company to give effective and proper clarity to the workers and
employees of the hotel in order to analyse and identify that which kind of rooms are reserved and
which kind of rooms are not. After that they manage their activities accordingly is that they can
smoothly manage all the things in an effective manner. There are different kind of advantages of
property management system like the housekeepers can effectively and efficiently update their
status in real time. They also take the photos and post them so that they can took the updates on
PMS and make modifications accordingly.
CONCLUSION
It is being concluded from the above information that front office plays an important role in hotel
operations as they develop and maintain comprehensive database of customers, ensure guest
satisfaction and also coordinates guest services. The main motive of front office is to improve the
experience of customers in order to make them, loyal towards the hotel. Front office department
of hotel is considered as the face as they are one who interact and communicate with the guest
firstly. The operational functions which are performed by front office departments are guest
service, postage and parcel, updates room services, guest database, inquiry and many others.

REFERENCES
Books and journals
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satisfaction: The case of Radisson Blue Resort in Aqaba city. Journal of Environmental
Management & Tourism. 9(2 (26)), pp.227-240.
Dzhandzhugazova and et. al., 2016. Business administration in hotel industry: problems and
solutions (by the example of the Russian Federation). International Journal of Applied
Business and Economic Research. 14(14). pp.651-660.
Gao, X. and Zhai, K., 2018. Performance evaluation on intellectual property rights policy system
of the renewable energy in China. Sustainability, 10(6), p.2097.
Hong, S., Zhang, X., Chen, K. and Wang, S., 2018. Design of flow configuration for parallel air-
cooled battery thermal management system with secondary vent. International Journal
of Heat and Mass Transfer, 116, pp.1204-1212.
Melián-González, S. and Bulchand-Gidumal, J., 2017. Information technology and front office
employees’ performance. International Journal of Contemporary Hospitality
Management.
Ruiz Conejo Neyra, P.L., 2021. Environmental impact assessment within asset and property
management: proposal of measurement and monitoring of energy consumption and
efficiency indicators through an IWMS.
Safavi, H.P. and Karatepe, O.M., 2018. High-performance work practices and hotel employee
outcomes: The mediating role of career adaptability. International Journal of
Contemporary Hospitality Management.
Townsend, K. and Mowbray, P.K., 2020. Situating line managers towards the centre of employee
voice research. In Handbook of Research on Employee Voice. Edward Elgar
Publishing.
Walden, J., 2019. Communicating role expectations in a coworking office. Journal of
Communication Management.