Planning and Management of Front of House in Hotel Operations

This report examines the importance of front-of-house management in the hotel industry, focusing on the Clientele hotel. It highlights the significance of the front office in shaping customer experiences and maintaining a positive brand image. The report discusses the roles of different front office teams, including reservation, reception, and customer service. It emphasizes the key aspects of planning and management, such as property management systems, reservation and room management, guest account management, and hospitality standards. Furthermore, the report addresses key operational issues, including cleanliness, service quality, and the impact of customer reviews on the hotel's reputation. The conclusion emphasizes the importance of effective front-of-house services for attracting and satisfying customers, highlighting guest account and room management as crucial tools for improving service quality.

Rooms Division Operations
Management

Introduction
• Present study will discuss importance of the front of house area to
effective management.
• It will describe key aspects of planning and management of the front of
house area for a given hospitality operation

2.1 Importance of front of house area
Front office department is the area that impacts on the mind of clients, if one customer is getting satisfactory
response at front office desk then they make plan in the future to come again to this hotel. Thus, it is very
important that Clientele hotel makes its front house areas well managed. Interior and exterior needs to be
attractive, it should be clean and staff needs to behave well with guests (Secchi and et.al, 2016). Each front
office employees will get different duties:
• Reservation team will book rooms of guests over phone or email.
• Receptionist will be responsible to not arrival and check out timing of guests with full details.
• Customer service team will communicate with customers through telephone and emails and will confirm
them their booking details.

2.2 key aspects of planning and management of the
front of house area
With the changing demand it is essential for Clientele hotel to
make changes in its front house areas and make it modernize.
It is possible through effective planning and management.
Key aspects of planning and management of front house area
in Clientele hotel are as following:
• Property management system
• Reservation and room management:
• Guest account management
• Hospitality standards

2.3 Key operational issues
• There are various issues that can impact on effective management
and business performance of Clientele hotel to great extent.
Designing, cleanliness, food quality and other services are taken
into consideration by the guest. Any fault in cleanliness and poor
environment
• can affect brand image of the firm. Mouth publicity impacts a lot
on the image of the company, if people are giving negative
reviews about hotel then it will spoil its image. For example
unclean toilet can decrease trust of users and can create bad
impression in the mind of customers.

Conclusion
• It can be concluded that effective front house services help in attracting
consumers and satisfying them.
• Guest account management and room management is the helpful tools that
helsp in improving frontal services of the hotel.

References
Ivanov, S., 2014. Hotel revenue management: From theory to practice.
Zangador.
Lee, S. H., 2016. How hotel managers decide to discount room rates: A
conjoint analysis. International Journal of Hospitality Management. 52.
pp.68-77.