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Management of Front Office Operations - Essay Example

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This essay "Management of Front Office Operations" describes the toughest task in the hospitality industry. The front office staff reflects the quality of service that the guests can expect. The responsibilities include night audit and statistical analysis of rates and revenue management…
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Management of Front Office Operations
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Download file to see previous pages It begins with the reservation process and is until the client checks out and the bills are settled. The responsibilities include night audit and statistical analysis of rates and revenue management. The quality of service of the front office staff is of utmost importance and inadequate staffing may jeopardize the quality of service. The staffing levels would depend upon six important factors according to Abbot & Lewry (pp 245 cited by Olivemagro, 2001). These factors include room occupancy, the average length of stay, pattern of activity in relation to arrival and departure of guests, amount of personal contact required, character of the hotel and the technology used.
Information Technology today plays a very important role in operations. It has undergone dynamic and rapid changes in the last decade. With the help of computers while initially only reservations were handled, today embedded knowledge helps to forecast demand, to accept or decline reservations instantly (Sigala et al., 2001). Competitive knowledge lies not merely on the location as was considered in the past but on the creation of knowledge. Nevertheless, the traditional form of booking over telephones continues to be the most popular form of booking (Lee et al., 2003). The front office staff should be so equipped that in case of system failure the work does not come to a halt. The hotel industry cannot afford to be paralyzed. The front desk has to be up-to-date with the rates and packages sold online. They have to keep a manual record of all quotations gives, how many have been turned away for whatever reason. Discrepancies occur in fully computerized systems when all fields are not entered by the front office staff, either because they are too busy or due to non-cooperation by the guests. Technology should be used as a support for labor and not replace manual labor.
Property Management System (PMS) is used by the front office. ...Download file to see next pagesRead More
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