Front office agents in the hotel industry must be knowledgeable about the different customers they face and how they affect their professionalism in the working environment. This research seeks to compare the livelihood of customers and front office agents. Lastly, this allows discussion for customers and front office agents to whether front office personnel?s are practicing proper customer service towards customers. Comment by Zaria Malcolm: Remember that you are to state the potential beneficiaries of your research and how they would benefit in the significance section. Research Objectives Comment by Zaria Malcolm: This section should be within the Purpose of the Study section and you are to explain the research objectives instead of listing them.
So, the hotel should plan and design a resolution, say design a position for customer care services working around the clock. After this is implemented, the hotel should monitor the progress to ensure the plan has a good outcome or not. In this way, there would always be someone assigned to cater to customers’ requests while not being an obstacle to checking-in services. Task 5 On the Rizqun International Hotel website, the information that can be found are the location, services and facilities, meetings and conferences, premier club floor, rooms and suites, promotions and contact information. Thse information is useful for the customers as they will be able to find out what the hotel offers and if it suits the customers’ wants and needs.
They might be made up of wood, glass and even steel. o The reception should be designed in such a manner that it should support multitasking i.e. usually front office people handle multiple task by switching from one task to other as they are the epicentre of all the activities that take place in hotel o The one who maintains the reception desk is known as receptionist. Receptionist is an important part of the hotel nerve system. o Receptionist are responsible for making good impression of the hotel in front of the customers which in turn would help in building organizations success o Telephone, computers and other electronic devices are mostly used by receptionist for any
Introduction Housekeeping department plays an important role in the hotel industry. (Transcript of the Importance of Housekeeping (pg.1), 2014). Housekeeping is the department that concentrates with cleanliness and all assisting service attached to that. The standard of the cleanliness of the hotel is important. (Housekeeping Department Duties (pg.1), 2016) In hotels, accommodation tends to be the largest part of the hotel.
The Oberoi Group, since the beginning of the hotel brand, distinguished itself from all other both private and governmental hotel facilities through its service quality and forward thinking approach. A dynamic system of mechanism has been set into place in order to address any mistakes or errors that may occur in any of the highly orchestrated procedures between from the arrival of the customer to their departure. Oberoi has established a “Glitch Report” in order to document all instances of mishaps that may arise during any given customer’s experience while staying in the Hotel. This allows the staff to review, analysis, assess and attempt to rectify the experience for the customer. Oberoi has already in place well established means and practices to make the customer comfortable and catered to the finest of interpersonal experience available.
HOTEL MANAGEMENT: WHAT I WANT TO STUDY WHAT IS HOTEL MANAGEMENT? Hotel management is the management system which controls everything about the hotel business. I want to become a hotel manager by studying hotel management. A hotel manager is a professional trained to run and supervise the areas of reception, maintenance, staff, sales, administration, restaurants etc. A hotel manager carries out a large amount of functions in order to guarantee the maximum comfort for the customers.
The details which is collected during the reservation also helps the hotel to complete pre-registration activities like assign room according to guest request, room rate to be charged to the guest folio during the course of stay etc. Although the reservation details helps in providing guests with anticipatory service the primary objective of making the reservation is to make sure that room will be available when he arrives to the hotel. The arrival stage of the guest cycle includes registration and room assignment process. After the guest arrives, he or she establishes a business relationship with the hotel through front office. It is the front office staff responsibility to clarify any query of the guest especially the details of room rate of packages he /she is booked on.
1.0 Introduction Housekeeping department can be considered as hotel ambassadors because of their dedication and responsibility in maintaining the hotel's image. (Housekeeping, 2016) The importance of housekeeping in the hotel is responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public areas, back areas and the surrounding. (Firdaus, 2011) Housekeeping departments include a variety of job titles. The department will generally have a director of housekeeping, sometimes called the executive housekeeper. This employee is responsible for managing the department and its employees.
Service and Customer Satisfaction Lu, Merchoux, Marek, and Chen (2015) define customer satisfaction as a factor predicted by service quality. Customer satisfaction can be determined regarding quality service and about factors of perceived quality that are defined by customers (Sudin, 2011; Nasution & Mavondo, 2005). According to Mazumder & Hasan (2014), service quality and perceptions of service delivered by hotels often vary. The purpose of their research was to attempt to bridge the gap that existed between national and international hotel guest’s perceptions of quality and view of service quality delivered by hotels. This model is often used in research using many
There are many kind of task in resort so, it often has a different types of management within a resort, including employee who prepare food and beverage or chef, maintenance and activities departments and others. In a large resort, a general manager may be overseeing various other managers, like those who work in the front office, in food and beverage department, cleaning staff etc. In a small resort, the general manager may be required to oversee all part of a facility 's departments. Resort managers must have a specialization in hospitality experience. With many department, resort needs to organize everything to make the organization get better like divided tasks, specified the job for each department, and set authority within departments.