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Pages:
4 pages/β‰ˆ1100 words
Sources:
4 Sources
Style:
APA
Subject:
Business & Marketing
Type:
Essay
Language:
English (U.S.)
Document:
MS Word
Date:
Total cost:
$ 17.28
Topic:

How Front Desk Has Evolved: Reserving A Hotel Room

Essay Instructions:

In a hotel, the front desk is considered the heart of hotel operations. Generally, all hotel guests have some form of contact with the front desk whether they are booking a room, checking in / out, calling on the phone, registering complaints, and / or requesting information. An effective and efficiently operated front desk is very important to the financial success of a hotel.
For this assignment, you are going to conduct a research study on front desk operations and its impact on the financial success of the hotel
Provide a brief history of how front desk operations have evolved over the last 25 years, including how tasks have changed, evolved, and / or disappeared.
Provide a step-by-step approach for front desk agents in taking a hotel room reservation for a guest. For each step, describe the actions required, necessary information collected, and the purpose of collecting this information. Finally, document a hypothetical script for a front desk agent to follow when taking a hotel room reservation for a guest (either over the phone or in person).
Discuss how technology has changed guest service and reservations for all hotel guests, and how lack of guest knowledge of technological changes can impact hotel operations and customer satisfaction.
Determine what roles the front desk plays in the safety of their guests and the procedures the front desk should follow in order to protect the hotel guests.
Determine the financial impact of front desk agents NOT effectively managing the billing and guest folio process in a hotel. Provide two (2) detailed examples of mismanagement of the billing and guest folio processes, and the impact on hotel finances.
Include a cover page containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date. The cover page and the reference page are not included in the required assignment page length.
The specific course learning outcomes associated with this assignment are:
Design the guest services and processing of arrivals / rooming to improve the quality of hotel operations and enhance customer satisfaction.
Develop procedures for handling guest complaints.
Use technology and information resources to research issues in lodging operations management.
Write clearly and concisely about issues in lodging operations management using proper writing mechanics. use apa format

Essay Sample Content Preview:

The Front Desk
Student Name
Institutional Affiliation
The Front Desk
How front desk has evolved
The front desk has changed over the last 25 years in an attempt to offer better services to guests. According to Högnäs (2015), hotels are putting more effort to make the front office better in order to impress guests. In the past few decades, front desks were full of equipment. Although designers tried different design choices, the result was somehow a bulky reception area. However, with the use of technology and especially computers, the front desk has become smaller, cleaner and elegant. As technology has been advancing, hotels have introduced wireless devices which have made front desks even sleeker and elegant.
Reserving a hotel room
A guest can make a call to a hotel and request a room in a specific place and time. A majority of the hotels have a management system that shows the reservation clerks the available rooms and their prices. Once the clerks identify a room, they offer a description of the facilities available for the client. The description includes the bed size and the number of beds. The clerks can also inform the client of any special facilities offered. The client might also make special requests. After making the accommodations, the front desk clerks request the client to guarantee the selected room with a credit card. It is critical for the front desk clerks assist guests to understand reservation procedures policies. The guests should also know the time they can check in and out of the room. The steps outlined for a client making a reservation via the phone will also apply for a client that makes the reservation in person.
The following is a hypothetical script that a front desk clerk can follow to book a room for a client in person.
Greet the client:
* Greet the client with a smile. Say good morning/afternoon/evening (depending on the time of the day) Mr./Ms. X (if you know the name of the guest) or sir/madam, welcome to ABC (where you do not know the name of the guest).
* Where you do not know the name of the guest, as him/her for their name. For instance, you can say, “May I have your name, please.”
Guest registration
* Ask the client to fill a form to obtain personal information by asking, “Mr. /Ms. X, could you please complete the information in these areas and sign here once you are through?”
* Ensure that you give time for the client to fill the form.
* Where you are using a computer system, you can ask the guest for his/her business card.
* After the guest completes the form, check all the necessary information and say “Thank you, Mr. /Ms. X.”
Getting credit cards
* Ask the guest, “May I please have your credit card?” This may not be necessary where the company is catering for the expenses.
* Once you are through with the credit card, return it to the client and say “Thank you, Mr. /Ms. X.”
Passport request
* Ask the client, “May I please have your passport/identity to photocopy it?”
* On returning the card, say “Thank you.”
Additional services
* Enquire from the client, “Would you need additional services like the local newspaper,...
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