UNIVERSITY OF ENERGY AND NATURAL RESOURCES. BSC. HOSPITALITY MANAGEMENT. INDEX NUMBER: UEB2005619 COURSE: ADVANCED LODGING MANAGEMENT. COURSE CODE: HSPM 306 DISCUSS THE IMPACT OF FRONT OFFICE OPERATION ON GUEST SATISFACTION OF A LODGING FACILITY. The hospitality sector is working to advance and improve the visitor experience. Because it shapes the visitor's first impression, the hotel front desk is an essential component of front office operations. In this competitive period, hotels have adapted innovative procedures to raise their performance standards while still delighting guests. Every visitor is given the highest respect in order to make him feel special. Every hotel strives to set itself apart from the competitors in the market by implementing cutting-edge strategies that help draw in an increasing number of visitors. Customer satisfaction at a hotel is greatly influenced by the front desk staff. Throughout the whole guest life cycle, the front desk staff interacts with guests the most. Visitors are more likely to return to the hotel or leave a positive review when the front desk operations personnel makes a good first impression. In other words, the front desk directly contributes to the hotel's success. All through the guest cycle, the front desk acts as the main point of contact for the visitors. Visitors can call the front desk with any inquiries they may have while conducting their research. Calling the front office when they are prepared to make a reservation. With the use of these phone conversations, the front desk employees may make guests feel confident in their choice to stay even before they arrive by showcasing their efficiency and friendliness. Once the guests arrive, the front desk has another opportunity to impress them with prompt (but not hurried) and friendly service. While describing the many services and amenities offered at the hotel, the front desk personnel can develop a warm rapport with the visitor. The front office shouldn't give guests the impression that their questions or requests are bothersome. Instead, the front desk staff should constantly be friendly and willing to assist so that any issues that arise during occupancy may be addressed right away. During the quick check-out procedure, the front desk has one final chance to make sure the guests are taken care of. For instance, the staff could inquire if the visitor requires help with transportation or luggage. It’s also an excellent time to remind guests to leave a review, which can prove crucial toward attracting additional guests still in the research stage. A speedy response is desired by today’s customer. The check-in process at the hotel is flexible and straightforward. The check-in process can be completed by the guest without him having to wait for his turn at the desk. The Guest Relation Executive escorts the visitor and rooming is completed. The rapid kiosk checkin concept, where the guest checks oneself in, was introduced with the advancement of technology. The hotel uses the counter check-in method because it is impractical to allow every visitor to check in there. In order to minimize waiting time for the guests, the front desk staff completes the group check-in within the coach. Pre-assigned rooms are selected for the group from the rooming list. The front desk staff engages with the visitors, and makes an effort to handle all client problems in a composed manner. The travel desk representative sent information about the chauffeur prior to the pickup, which helped the guest track the chauffeur easily. The new practices also include the traditional welcome with cold towels and some refreshment as well as the provision of a small mini bar facility for the guest to treat themselves. The staff members have received training to be knowledgeable of the hotel’s room designs, amenities and locations. The front desk staff has received training to get familiar with the neighborhood and tourist attractions. The guest satisfaction tracking system aids hoteliers in determining which amenities are more crucial for retaining customers. Since the front office makes it easy to get in touch with and speak with different departments, guests typically go there first if they have any issues or wish to express gratitude or criticism. In order to link the work and inform other departments of the results, this department is the direct delegate. This division, which accounts for two-thirds of a hotel's revenue from the selling of rooms, is one of the key operational and revenue-producing divisions of the establishment. Prearrival, Arrival, Occupancy, and Departure are all parts of the visitor cycle that this entails, as are supplying the guests with valuable services. Reservation, registration, room and rate assignment, guest services, room status, upkeep and settlement of the guest account, and development of guest history records are examples of traditional front office tasks. The Front Office plans and manages a thorough database of guest data, organizes guest services, and makes sure guests are happy. Personnel from a variety of Front Office Department departments carry out these duties. As the hotel's public face, the front desk goes by this name. The hub of the hotel, it serves as the first point of interaction with guests. The entire front desk is designed to enable guest transactions and services in all activities and places. In a large hotel, is an illustration of an organizational structure for a 350-room, full-service hotel. It provides examples of the divisions and responsibilities. As the business grows, the general manager (GM) hires specialists (department heads) to handle jobs including accounting, revenue management, sales and marketing, the front desk, housekeeping, food and beverage, safety and security, engineering and maintenance, as well as maybe other crucial duties. Managers and supervisors, who in turn oversee the day-to-day operations of entry-level staff members, will be needed to help these senior hotel officials. In a small hotel, is an example organizational chart for a 75-room, select-service hotel. Even the General Manager might be the property owner. An executive housekeeper who oversees hourly workers who clean the hotel's rooms and common areas, some maintenance support staff, and a front-office manager who manages those working at the front desk are likely to be present in such a hotel. Hotel sales may or may not be handled by a designated person. To complete financial reports and tax filings, a bookkeeper/accountant may be hired (usually on a part-time basis); however, the hotel's general manager may also fill this role. In summary, Standardized products, motivated and qualified staff, and quality management are the key factors in ensuring guest pleasure and generating repeat business. According to the study's overall findings, the majority of visitors are happy with the Front Office department's overall level of service. Overall, it appears that the front office division is one area that has a significant role in promoting guest happiness. The Employee of the Month Award, earning star points for the high level of service provided, and posting such information on display boards so that everyone can see it are all examples of excellent motivational techniques used for the staff. Additionally, it may be noted that the hotel's hiring procedures and training programs are successful. The Front Office's departure procedures, such as sending the bill the night before departure or hiding it in the morning newspaper for the guest to check, providing goody bags and gifts, photographing these moments and sending them to the guest, responding to questions, and effectively handling complaints, have all increased the level of guest satisfaction. REFERENCE: 1. Gumaste. R, Bhagwat, R, Thakkar. P, (2015). A Study on Hotel Front Office Practices and Its Impact on Guest Satisfaction. A journal of hospitality, 1 (2), p 4. 2. Setupmyhotel,(2022).https://setupmyhotel.com/train-my-hotel-staff/front-officetraining/743-front-office-introduction-operations-functions.amp.html 3. Fotolia.W,(2018), Overview of the Hotel Industry, https://www.perasonhighered.com/assets/samplechapter, 29 (12)
