Importance of Front Office Operations in the Hotel Industry Report

This report provides a comprehensive analysis of the importance of front office operations within the hotel industry, using the Marriott hotel as a case study. It emphasizes the critical role of the front office as the primary point of contact for guests, highlighting its impact on customer attraction and satisfaction. The report delves into the operational roles of the front office manager and night auditor, detailing their responsibilities in customer relations, service provision, and financial management. It underscores the significance of maintaining strong customer relationships, addressing queries effectively, and providing professional services to ensure a positive guest experience. The report concludes by summarizing the essential contributions of front office operations to hotel success, emphasizing the importance of these departments in building customer loyalty and driving business growth. The report leverages literature reviews from various sources to support its analysis and conclusions.

Report on importance of front office
operation in hotel.

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
PART 1............................................................................................................................................3
A) The importance of front office operations in hotel................................................................3
B) Operational role of department..............................................................................................4
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Front office management plays an important and crucial role in the organization. They
are completely responsible for attend visitors arrive and first encounters a staff at the place of
businesses. They are deals with the various questions the visitors has and put them in the proper
contact with the relevant person ta the company is in the effective manner (Bustinza and et.al.,
2015). This department is more important because of the fact of front offices is first and last
point that is interacted with the client. Consumers are completely attracted with the good front
office management because of good image of manager. The present report is based on the hotel
Marriott hotel. This is the American multinational hospitality company that manages various
branches by providing best services to customers in order to attract them in effective manner.
The report will show the importance of front office management in the hotel in the form of
literature review for critical analysis. This will includes an important role of front office manager
and night auditor in effective manner.
MAIN BODY
PART 1
A) The importance of front office operations in hotel.
The front office operation plays an important role in the hotel because that is the centre
point through customers are more attract towards hotel. For that every hotel have needs to
manage good image of front office management in the hotel is in the effective manner. This
plays a very important and effective role for attract more customers (Karlsson and Skålén, 2015).
In the Marriott hotel front office department and operations includes the reception which have all
the work of the hotel that is receiving by the guest, greetings, solving queries and another various
activities. This another activities like reservations, booking of room, housekeeping management,
payment collection, satisfy customers as per their requirements, marketing of company. This is
the front and mirror of hotel where customers come as they enter the hotel. Therefore, this
department is more important and effective for hotel is to maintain its business functions. The
importance of front office desk in the hotel are underpinning here are as follows:
According to the view of Gholami, Aminifar and Shahidehpour (2016), it is important for
maintaining strong and best customer relations in hotel. Hotel not have the good and eligible
front office then, who will solve the customers queries and not make positive relations with

customers. As per that, Front office management is important for the hotel industry because they
are the face of hotel which has gives positive impression on customers by handling their queries.
Office management maintain best and positive relationship with customers by providing better
customers services and delight. This help to maintain better relations with customers because that
is more important for hotel growth and for creating great and large customers pools at place.
They attract through good communication skills and interpersonal skills build rapport with the
guest.
On the other side Slack and Brandon-Jones (2018) stated that the, front office operations
is get interacted with the hotel and its best services by knowing customers needs and wants. If
hotel have not any front office management then hotel manager is not understood and get the
information about customer and guest needs and wants at workplace. For That, this department is
important because this help to know about customers requirements with hotel in the effective
manner. This is because of the reason, department is only responsible for the interacting with the
consumers. With help of this interaction the hotel comes to know about the needs and
requirements of the consumers then this department carry forwards this information to other
departments and then services are provided in accordance to those requirements. This is more
effective and valuable for the hotel and its growth factors (Matinheikki and et.al., 2016). For that
front office operation is more important for hotel industry and Marriott hotel is in the effective
manner.
B) Operational role of department.
Role of front office manager
The front office manager plays a various role and handle various responsibilities at hotel
industry. Front office manager is responsible for handling front office is like receptions and other
administration duties by including various duties: greeting of guest, answering the phone calls,
solve various queries of customers with hotel. The role of front office desk is to handle front
office because that it attract customers, and they come in the larger numbers in the hotel in
effective manner (Schwarz, Hall and Shibli, 2015). The major role-played by the front office
operation are liaison. This is it plays the role of connector or a bridge between the general
manager and staff. This is the main reason that had all the instruction which the front office
manager gets the staff. And if staff have any problem then they discuss with front office
manager, and they pass to general manager. For example: in case of Marriott hotel, front office

manager all the problems to general manager and in the opposite communicate general manager
decision with employee.
Another side, front office manager is provided the professional services to the customers
and guest (De Florio, 2016). The main reason is manager know what all services are required by
the consumers and the guest. This is very important role of front office manager to provide
professional services to customers in effective manner for giving best guest experience by
providing and fulfilling needs and wants of customers. This is important for managing best hotel
image in front of customers by providing best guest experience. For example: in case of Marriott
hotel, front office manager is provided professional and best services to customers in effective
manner with the help of taking knowledge about needs of customers.
Role of night auditors.
The night auditor is mandatory in the hotel as it completely controls the overall
transactions. They are check all the reservations discrepancies, post charges and generators folios
as well as updating housekeeping status and close the cash counters of hotel. They had also
played an important role in the hotel. This here is understood in respective of perspective of
different authors are here:
The night auditor is the individual people who are completely and effectively responsible
for managing front office duties and accountant work within the hotel is in the effective manner.
They are responsible for staying whole and oversee the night work in the hotel to meet every
needs of the guest if any (Duties and Responsibilities of a Night Auditor, 2018). For example: in
the Marriott hotel night auditor is stay over the here night and make all the documents which has
really needs to hotel is like the reservations of customers with its amount management. This is
very important for hotel and its proper and effective management in the Marriott hotel.
Straight forward case: the major role of night auditors in the Marriott as accountant. The
main reason is accounting calculations are very important in the hotel in order to knowing about
the profit or the loss suffered and faced by hotel in the financial year. They had main role to
analysis profit and loss of the hotel in effective manner. The another role of night auditor is to
oversee the check in and check out details of customers in effective manner with checking
reservation and bookings (Engen and Magnusson, 2015). The role is includes handling problem
and various difficulties of the guest at the time of night. The main reason that at this time front
office manager if not there so it is the main duty of night auditor to manage these entire tasks at

the time of work in effective manner. They have main role which is managing and taking records
of cash and to balance accounts of the hotel and to keep all the financial records up to date in
also in correct manner.
CONCLUSION
From the above study it had been concluded that the front office operation has played a
very important and effective role in the hotel industry. They have been completely responsible
for manage various roles in the hotel that had been in effective manner. The main reason of
having front office management in hotel to attract more customers towards hotel in effective
manner. The department had been provided various best services to customers by knowing their
needs and wants. The report had been covered by importance of front office operation in hotel
and hospitality industry. It had been concluded that the had important for building positive
customers relations in organization. Further, it had discussed the role of front office manager
they had played lesioning role between the staff and general manager of the hotel. They had been
important for hotel as well as discussed the role of night auditor in hotel. They had the single
person who is a responsible for handle whole days' activity as well as oversee the whole night
work by doing accountant and front office work.

REFERENCES
Books and Journals
Bustinza, O. F. and et.al., 2015. Servitization and competitive advantage: the importance of
organizational structure and value chain position. Research-Technology Management.
58(5). pp.53-60.
De Florio, F., 2016. Airworthiness: An introduction to aircraft certification and operations.
Butterworth-Heinemann.
Engen, M. and Magnusson, P., 2015. Exploring the role of front-line employees as innovators.
The Service Industries Journal. 35(6). pp.303-324.
Gholami, A., Aminifar, F. and Shahidehpour, M., 2016. Front lines against the darkness:
Enhancing the resilience of the electricity grid through microgrid facilities. IEEE
Electrification Magazine. 4(1). pp.18-24.
Karlsson, J. and Skålén, P., 2015. Exploring front-line employee contributions to service
innovation. European Journal of Marketing. 49(9/10). pp.1346-1365.
Matinheikki, J. and et.al., 2016. Managing inter-organizational networks for value creation in the
front-end of projects. International Journal of Project Management. 34(7). pp.1226-
1241.
Schwarz, E. C., Hall, S. A. and Shibli, S., 2015. Sport facility operations management: A global
perspective. Routledge.
Slack, N. and Brandon-Jones, A., 2018. Operations and process management: principles and
practice for strategic impact. Pearson UK.
Online
Duties and Responsibilities of a Night Auditor. 2018. Online. Available through:
<https://work.chron.com/duties-responsibilities-night-auditor-31114.html>.