Hotel front office management

Front office department in hotel businesses generally consists of reception, reservation, switchboard operator and concierge departments in hotels. Communication with guests starts at reservation phase, it goes on with guest check in processes and ends with accommodation, check out and process after checking out briefly front office department is very important since it is the department which the guests are welcomed, hosted and sent off. Front office department also provides the communication within all the departments in the business. Realizing the processes in front office properly, enhancing the quality of services, raising the guest satisfaction and the increasing of the productivity of the staff all depends on the features of the communication. For that reason, an efficient communication with the other departments and the communication within the department for the productivity of the business is compulsory. Shortly, communication with other departments and the communication within the department in front office in hospitality businesses has a great importance.
 The sample for the study consists of 35 five-star hotel managers in Alanya, where tourism is very intense. Structure interview method is used in the study. Front office managers were asked to answer the questions, the answers were classified, their explanation about what means of communication was used with other departments and within front office, the reasons for the communication problems and its effects on the productivity was evaluated. Consequently, it was found out that all the front office manager know that the communication problems affect the productivity negatively. The fact that the problems of the communication do not only have a negative effect on front office activities but also on the all hotel activities was much obtained.

This final project aims to describe the collaboration of laundry section with front office department and describe the constraints that occur between the collaboration of the laundry section and the front office department in conducting guest laundry billing process at the Tentrem Hotel Semarang. The existence of cooperation constraints between the Front Office and Housekeeping raises problems that can cause guest complaints. Therefore, it is necessary to have good quality cooperation between the front office and the laundry department in order to reduce work errors and guest complaints. The research method used is descriptive qualitative method through observation, interviews and retrieval of documentation. The results showed that the collaboration between the laundry section and the front office department went well and smoothly. With the laundry working closely with the front office department to provide information related to guest information that performs laundry services, namely ensuring communication between the front office department and the laundry runs smoothly including information given to guests regarding the clothes they are washing, ensuring there is no damage to guest clothes, always ensuring that laundry delivery to guests is correct and according to guest wishes, the Front Office provides complete information about rooms that benefit from free laundry and laundry Packages. In addition, the Laundry Section cooperation with the Front Office Department in carrying out the Billing process runs according to standard operating procedures. The procedures carried out involve guests, Laundry Attendant, Receptionist and Guest Service Center. In the guest laundry service, then the collaboration also involves Finance to finalize payments.


 Abstrac
 In the management of hotels that have 2 parts, namely the front of the house and the back of the house. The front of the house is a section that is held directly with hotel guests, for example: front office, housekeeping and food and beverage services. The back of the house is a section that does not interact directly with hotel guests, for example: marketing, kitchen, human resource management and accounting.
 The assessment of front office and housekeeping employees on work motivation is assessed from 5 dimensions, namely physiology plants (physical and biological needs), safety and security needs (security and safety needs), affiliation or acceptance needs (social needs), esteemor status needs (needs for appreciation or prestige) and self actualization (self-actualization needs). Obtained at the front office department the highest average value of 3.44 is in the dimensions of safety and security needs (the need for a sense of security and safety) and the lowest average value is 2.86 in the dimension of esteemor status needs (the need for award or prestige). This shows that the front office department for safety and security needs (needs of security and safety) has been well fulfilled by the company. Meanwhile, for esteemor status needs (the need for appreciation or prestige) the company or a leader in the department has not been sufficiently capable of giving awards or appreciation to employees who excel when able to complete work well and on time. As with the housekeeping department, it can be seen that the highest average value is 3.57, which is the dimension of self actulization (self actualization needs) and the lowest average value is 3.41, which is the dimension of esteemor status needs (need for appreciation or prestige). This shows that the housekeeping department for self-actulization (hotel self-actualization needs) can meet the self-actualization needs of the department's employees in the form of providing training to employees to improve their abilities and work skills so that employees can develop and get job promotions or promotions. Meanwhile, for esteemor status seed (the need for appreciation or prestige) the company or a leader in the department has not been sufficiently capable of giving awards or appreciation to employees who excel when able to complete work well and on time.
 Keyword: Leadership, Motivation and Performance

The purpose of this study is to analyze the performance of guest service ambassadors at Hotel XYZ in the new normal era. The research method used is descriptive qualitative. The techniques used to collect data include interviews with front office managers, and also observations of guest service employees. Other data that supports this study comes from literature, journal references, books, and articles about the front office department and employee performance. This study uses the Performance theory which contains four indicators to measure performance, namely quality, quantity, cooperation, and responsibility. From the results of the study, it can be seen that performance still needs to be improved because there are indicators that are not optimal, namely the quantity indicator. The suggestion that can be given is that training should be held such as communication exercises for the guest service Ambassador section in terms of upselling.

English as international language plays an important role, such as establish social communication or relationship with other people in the world. If we have good ability in English, it will be easy for us to conduct an international relation with all nations in the world. Hotel is one of tourism industry that has relationship in English communication where the process of communication happens as services given to the guest. The research design used in this study is descriptive qualitative, by giving description about the need of English skill use by Front Office department hotel in Malang. The researcher limited the hotels only the members of Hotel and Restaurant Association (PHRI) in Malang. The respondents of this study were taken from 88 hotels in Malang who has 3 years up working experience in Front Office Department. Finally, the researcher found that speaking skill were maximally used in hotel front office. So, as the implication of this study in the educational field is the university curriculum especially for speaking class should be appropriate with the students need. The implementation of teaching material in speaking class should also base on the needed of stakeholders in order to the students ready to face the challenging of the world. Key Words: English language skills, English for specific purpose, Hotel Front Office

Purpose: This study aims to determine the model and impact of the implementation of CHSE at The Apurva Kempinski Bali, especially in the front office department.
 Research methods: The study uses qualitative techniques with 5 approach models. The types of data used in this research are qualitative and quantitative. The method of data collection in this research is carried out by several stages, namely observation, interview, documentation, and literature research.
 Results and discussion: The results of the study are the front office department at The Apurva Kempinski has 3 models of implementations CHSE. The 3 model CHSE implementation are model implementation provided by hotel, model implementation done by hotel guest, and model implementation done by cast and crew front office departement.
 Implication: The implementation of CHSE at The Apurva Kempinski Bali received positive comments from guests.
 
 Keywords:: protocol of healty, CHSE, front Office, Covid-19.

One way to find out guests' needs and wants is by listening to complaints. Complaints are usually received by hotels when a service failure has occurred. These results show that service recovery is a complex process where everything must be taken into account in ensuring that guests are happy when they check out. In this study, the determination of informants was carried out using purposive sampling technique. Informants in the study were determined to be parties who were considered capable of providing the information needed, namely Front Office employees at Wyndham Opi Hotel, Palembang. The purpose of this research is to analyze optimal guest satisfaction is important in operations in the Front Office Department at Wyndham Opi Hotel, Palembang, if guests have complaints during their stay at Wyndham Opi Hotel must be given a solution to their discomfort.
 Keywords: Front Office, Service, Recovery

This research was conducted to find out more about "The Role of the Front Office Department in Improving the Quality of Guest Check In and Check Out Services at the Banjar Permai Hotel, Banjarbaru City, South Kalimantan" which was motivated by the decline in guest arrival rates during the Covid-19 period and currently continues and try to stabilize occupancy by improving service quality. This research uses a qualitative approach, with the subjects are employees of the Front Office Department, Supervisors, and overnight guests as purposive sampling material. The Data was obtained through interviews, observation and documentation, which was then carried out through descriptive qualitative analysis. The results of this research are: 1) The role of the Front Office Department in improving the quality of check-in and check-out services must follow existing service standards and must provide service that exceeds the expectations of an overnight guest and creates a good first and last impression. so that it results in customer satisfaction and customer loyalty in the future. 2) Various obstacles that occur in the check-in service process, namely; guests do not want to provide identification, impatient guests, while checking out; guests leaving the room without announce, room keys being taken away by guests, lost hotel items, and so on. All of this is stated in full in the researcher's thesis. 3) Solutions in facing all obstacles can be overcome by each Front Office because they have been accustomed to and learning from each other, apart from that there are clear rules and firm actions but still adhering to the value of politeness in dealing with guests which is the main value in the quality of service provided guarded by a Front Office. Every obstacle that occurs is always evaluated in monthly meetings for the Front Office Department and upper levels so that good service can be improved and create satisfaction for each customer and have an impact on the progress of the Banjar Permai Hotel in the future.

Introduction: The objective of the study was to measure and compare the levels of work life balance of operational staff of the four main departments of five star hotels in Delhi. To analyze the levels of work life balance and compare whether there were a significant differences in the levels of work life balance of operating staff from different operational department of five star hotels of Delhi. Materials and Methods: The study is based on the data collected from 121 employees of five star hotels of Delhi, who work in four operational departments of hotels. The data was collected with the help of self-administered questionnaire and analyzed through SPSS software. Result: Analysis of data proved that there was a significant difference in the levels of work life balance experienced by operational staff of five star hotels, highest level of work life balance was experienced by staff of front office and lowest for the of food production department. The result followed a similar pattern for the four dimension of work life balance namely quality time, involvement, satisfaction and health. Conclusion: There was no equality in the levels of work life balance of operating staff of five star hotels, the levels of work life balance was differential among departments, it was highest for the staff working in front office department and then a gradual decrease was noted with each subsequent department namely housekeeping, food service and food production. The differences could be due to factors like shift timings, break shifts etc. Keywords: Work life balance, Five star hotels, Delhi.

This study aims to analyze the influence of leadership style and work environment on employee performance in the Front Office Department of Hotel The Laguna, Nusa Dua. The research background indicates existing issues related to the new leadership style and a perceived unconducive work environment in the department, which potentially affect performance. This research employed a quantitative approach with leadership style (X1) and work environment (X2) as independent variables, and employee performance (Y) as the dependent variable. The study's population consisted of all 30 employees of the Front Office Department at Hotel The Laguna, Nusa Dua. A census sampling technique (saturated sample) was used, where the entire population served as respondents. Primary data were collected through online questionnaires disseminated via Google Forms. Data analysis was performed using multiple linear regression analysis with the aid of IBM SPSS Statistics version 27 software, preceded by data quality tests (validity and reliability) and classical assumption tests (normality, multicollinearity, heteroscedasticity, linearity). The results indicate that: (1) Leadership style does not significantly affect the performance of Front Office employees, thus Hypothesis 1 is rejected. (2) The work environment positively and significantly affects the performance of Front Office employees thus Hypothesis 2 is accepted. (3) Leadership style and work environment simultaneously (together) positively and significantly affect the performance of Front Office employees thus Hypothesis 3 is accepted.

Hospitality is one of the most significant components of the tourism industry. Graduates of hospitality management in the twenty-first century are facing an increasingly competitive and unstable employment market; thus, it is critical that they should be equipped with skills that enable them to maximize their full potential. According to Mcnair (2003), in the future, graduates will need to have greater ownership of their employable skills as well as the confidence to cope with economic upheavals in order to capitalize on career opportunities. Employable skills are those that prepare students specifically for the world of work. In common terms, they cover a range of competencies within the categories of hospitality operations skills, human resource skills, personal skills, and conceptual skills. This study relates to employers perceived of Hotel and Restaurant Management graduate skills as deemed required by need for accelerated performance levels in hospitality the businesses for fast change in the skills required of university graduates and to understand what industry needs from education and have education is accomplishing its objectives to prepare qualified graduate for the changing hospitality industry in the Philippines and it aims to determine the factor that measures the employable skills of the hotel. In the context of the findings of the study, the author concluded that the most employable skills as perceived among hotel supervisors in three departments, namely: Housekeeping Department, Front Office Department, and Food and Beverage Department were Front Office Operational Ability, Leadership skills, Communication skills, Cooperative team building, Critical thinking ability, Hands-on experience, and Strategic planning were the seven employable skills possessing a most or significant need for hotel supervisors. However, Restaurant Operational Management, Handling difficult people, Problem-solving and identification and interrelationship possess moderately crucial than their ability to perform the skills while Lodging Administration, Negotiating Skills, Computer Application and Finance and Accounting. Interestingly all four of the lowest rated employable skills in the hospitality industry are cornerstones taught, and it should still be retained because of its essential ratings among hotel supervisors.

In today’s economic environment, client expectations are continually increasing and both small and large hotel businesses are required to become more efficient to participate in a competitive global market. In this new reality, quality is critical for success. The main purpose of this study was to assess guest satisfaction with service quality in selected 2-star hotels in Takoradi. The objectives of the study were to find out whether guests are satisfied with services provided in the hotels, ascertain the main dimensions of service quality that lead to guest satisfaction and evaluate measures that can be put in place to help implement quality service in hotels. This study followed a non-experimental research approach and specifically used a descriptive survey. The targeted populations for this study were employees, guests and managers of nine 2-star hotels in Takoradi with a sample size of ninety (90). It consisted of ten (10) respondents from each hotel, thus, four (4) operational staff (one from housekeeping, front office, restaurant and kitchen department), five (5) guests and a manager (1) from each of the selected hotels.
 Convenience and purposive sampling techniques were used for the study to select respondents and questionnaires were used to collect data from respondents. The data obtained was analyzed and presented using descriptive statistics namely frequencies, percentages, and charts with the aid of Microsoft Excel 2021. The study found out that though some aspect of service quality needs a step up, customers are satisfied with the services provided in the hotels. The study concluded that more customers become more satisfied with what they see or touch during the service.

An examination of 11 U.S. hotel chains' 1998 filings with the federal Equal Employment Opportunity Commission shows that nearly half of the managers in hotel properties are women. Specifically, in a sample of over 470 hotels comprising 5,447 individual managers, the split between male and female managers was 54 percent to 46 percent. However, just over 15 percent of the general managers were women, and most of the women are clustered in just a few management positions-namely, catering, sales and marketing, personnel, reservations, and housekeeping. For example, nearly 82 percent of the catering managers were women, and that figure was 74 percent for personnel managers. By contrast, the percentage of women in two positions that typically lead to the GM job-rooms (front office) manager and F&B manager-is nowhere near as high. While 53 percent of the front-office managers were women, only 17 percent of F&B managers were women. Women were likewise underrepresented on hotels' executive committees. Still, the overall picture is one of progress.

This study was conducted at Four Star by Trans Hotel, Renon, Bali which discussed the Optimization of the implementation of standard operating procedures (SOP) in improving front office department services. The purpose of this study was to determine the implementation of Front Office SOPs at Four Star by Trans Hotel and how SOPs can improve service quality. Researchers used primary and secondary data to support this study. Data collection techniques used were observation, interviews and document studies. The method used was a qualitative descriptive method. The results of the study showed that the front office (bellboy, reservation, telephone operator, receptionist) had implemented existing SOPs and had provided the best service to guests, but not optimally, due to several reasons, one of which was the lack of front office staff. The dimensions used as a reference to measure how SOPs are implemented by the front office include reliability, responsiveness, certainty or guarantee, empathy, tangibles.

Collecting hotel front office administrative data requires appropriate mechanisms and organizational arrangements so that the data can be packaged and maintained properly. As one of the modern hotels in Ciamis city center, RYD Family Hotel is a hotel that is currently under development. Currently, the RYD Family room rental system is still less effective in terms of reservation retention, delays in finding empty rooms, frequent delays in reporting, and the length of time to calculate check-out fees. Therefore, to be more effective, the author aims to create an efficient and effective front office information system. Therefore, the benefits obtained through this computerized system are expected to provide convenience in processing front office check-in and check-out customer data, ease in storing customer data, viewing customer data reports, income reports, daily, monthly and period reports. Using research methods, the author analyzes existing data sources to create a system, designs input and output based on this analysis, and creates tables and program code to become the desired system.