Hospitality Management Assignment Help

Introduction

This report comprises the entire detailed analysis of the internship in the front office department, the report will also deliver insights about different learning which I have taken on the operational grounds and also how the incorporation of the theoretical knowledge can be included, besides the major findings and there where practical experiences which build the fundamental more stronger and the industrial outlook which I have gained. Hotel Oberoi Beach Resort AL Zoral, Dubai which is part of Oberoi group of hotels. The hotel is just a short drive from Dubai. The hotel is essentially identified as one of the most desirable location for a vacation. The hotel is highly rich with luxurious facilities and amenities, which scales the effective experience of the guests in the hotel. Few of the main attractions which the hotel has are white sand beach, shore coral and AL Zorah golf course designed by Jack Nicklaus, enriched with the sophisticated architecture the hotel offers two dining facilities Aquario a special sea food restaurant, and Vinesse an all day dining, besides which there are different pool side lounge and the spa. All these facilities create great escape for the visitors from their mundane life, and to add an extravagant stay in their trip they provide variety of rooms according to their demands.   

Application of the theoretical learning

The front desk, which has direct interaction with visitors, is a crucial aspect of the hotel. Reservation, guest service, check-in, check-out, telephone, finance & cashiering, foreign exchange, room assignment, inquiry, etc. are some of this department's primary responsibilities. The hub of a hotel is sometimes referred to as the front desk. It is a front of the housing department that is situated near the foyer and lobby of a lodging establishment. They are collectively referred to as "Front Office" since they are situated close to the hotel lobby and are open to guests, clients, and outsiders. Since it is easy to get in touch with and speak with different departments through the front desk, guests typically go there with any issues or requests for praise or comments. As a result, this department has been given direct authority to link the work and inform other departments of the results. Two-thirds of a hotel's revenue comes from the selling of guest rooms, and this department is one of the key operational and revenue-producing divisions of the hotel. It entails offering the guests beneficial services during the full guest cycle, which includes Pre-arrival, Arrival, Occupancy, and Departure. (O'Fallon, M.J. and Rutherford, D.G., 2010. )

The theoretical knowledge which was imparted to us during the period of academic learning, has resulted to deliver the best optimum results of us, besides during the times of internship there were multiple aspects on which the systematic knowledge added value and helped to understand the operational setups even better. (Chen, R.X., Cheung, C. and Law, R., 2012)

Few of the theoretical learning which has helped us to understand the setup and comprehend the operational part being on the front desk are:

1. Developing the understanding with the guest

As being at the front desk, it becomes very essential for us to develop better understanding with the guest; there is a very explanation to this, if we cannot understand the needs and requirements of the guest, we would lose the guest, the fourth coming opportunities, and being into the hospitality business there should be a cognitive development of delivering the best suitable, keeping the need and requirements of the guest. If we do not comprehend the needs and requirements of the guest, we risk losing the guest and the opportunity for future business. Therefore, anyone working in the hospitality industry should develop their cognitive abilities to deliver the best possible service while keeping the needs and requirements of the guest in mind. Example, suggestion for the best suitable accommodation or helping them in prior bookings and reservations.  (Kim, J., 2011)

 

2. Prioritization of the tasks

As being on the front desk, there would be no time to settle free and have time how alternative managerial aspects, as quarries can come flooding as given point of time besides which there will be no time to manage them at once, hence you will have to be spontaneous and autonomous for taking decisions and allocating the best at that particular point of time. Since there would be no time to settle down and consider alternative managerial aspects while working at the front desk and quarries could flood at any time, there would also be no time to manage them all at once. As a result, you would need to be spontaneous and independent in order to make decisions and allocate resources according to what would be best at the time. Example, Help in troubleshooting, and allocating the best available services.

 

3. Following the Systematic Operation Procedures (SOP)

Ever operational aspects in the industry have a SOP it is recommended follow the SOP at every given point of time. The creation of the SOP had the insight of developing the systematic procedure through all the functioning aspects will take place besides which there will be opportunities which may encounter as an obstruction, which can be rectifies if we use the right process. Using and following the SOP will bring the ease in the setup and save a lot of operational time, and will be seen as a better component. There are SOPs for every operational component of the sector, and it is recommended that you always follow them. The SOP was created with the premise that all operational elements would be prepared methodically and with consideration for potential barriers that might be overcome with the right procedure. Utilizing and following the SOP will speed up setup, cut down on operational time, and enhance the component's reputation. (Rutherford, D.G., 2021)

 

Training procedure and learning’s

Induction and Orientation

In the beginning of the internship, the induction and orientation program tool place, where we were introduced and given a tour of the hotel, and also shown all the operational divisions within the hotel. More over us were also shown different areas and the available faculties within the hotel. Then we were allocated different departments to learn according to the industry.

Learning under supervisor

We were allotted supervisor under home we were asked to learn the basic and operational fundamentals of the industry.

Basic learning was of: 

• Front office introduction

• Introduction to its terminologies

• Functioning or Operational Structure

• Rank and Responsibilities

Post which we have learned about the entities involved in the operations of Front Desk:

• Reservations

• Guest Registration

• Accounting

• Communication                  

• Night Audit

• Information system and SOPs

(Brown, E.A., 2008. )

Feedback

Post the completion of the internship we were given the feedback, and asked to submit action plan on the aspects which were low or needed improvements. And the valuation of our work was done and acknowledgement about it was shared.

Certification

At last we were awarded the certificate of completion the internship, with due regards.

Reflection on the challenges

 

• Handling calls and maintaining phone etiquettes

Handling phone calls are one of the most important component when working on the front desk, you never know that how and on what tangent the guest will be addressing their quarries, hence it becomes very much evident to have a phone antiques while dealing with guests and responding to their issues. It becomes very much important to hold patience during dealing with the guests, because you are always expected to be polite.

 

• Complaint resolution

This is the most important part of the section in this industry, as you are the first and last point of contact with the guests, it is demanded to have a high spontaneous skill to resolve problems, besides you shall be efficient enough to utilize all the available with the right allocation of services to the guest. As the first and last point of contact for visitors in this sector, it is essential that you have a high level of problem-solving spontaneity. In addition, you must be effective enough to make the best use of all resources by properly allocating services to the customer. (Murphy, J., Forrest, E.J., Wotring, C.E. and Brymer, R.A., 1996)

 

• Billing quarries and reservation issues

When guests ask about charges that were added to their account when they checked out, front desk staff members respond. Customers may on occasion have questions concerning federal, state, and municipal taxes, resort fees, restaurant and bar fees, and technological expenses. When a guest checks in, the front desk personnel verifies the charges to make sure they are right and clarifies any items they don't understand. Whether a mistake was made during the reservation process by the guest, the front desk staff member, or the reservations agent, it will be their responsibility to resolve the situation. Having a suite, a preferred view, a favorite level, the perfect kind of bed, or connecting to another room are examples of what this can entail.

 

• Guestroom and amenities or services issues

In the hospitality industry, it is commonly seen that facilities or the amenities makes the stay even more comfortable, but it is one of the common reasons for which the desk take trouble, at times the less availability of the facilities brings the challenge by the to satisfy their demand, or the desk has to take the call for reimbursement of the losses, hence this place becomes relatively hard to deal with and address the best optimum output for the guest.  

 

• Managing understaffed conditions

Man power play a crucial role in building any kind of feasible services or business, and in the industry like hotels, it is the most integral part, the entire system is dependent over the availability of the staff in every segment, it becomes highly tough for the management to give the best feasible services to the guests as the working efficiency will go down, which will lead to more complains. (Bardi, J.A., 2003)

Conclusion

In this report we have seen different aspects of front desk services involved into the hospitality services, we have also understood the outlook of the incorporation of the theoretical knowledge and understanding which is there for the development in the working culture, besides which there are multiple aspects in which there are varied areas where it is to be focused on. Beside we have drawn the components form the industrial training which we had the departmental activities, and also the protocols which are to be followed, and we have also verified the hurdles or the obstruction be faced during the operational period, and derived a paved way through which a solution can be produced spontaneously. We have found a front desk employee should have an ability to manage multiple activities together and have the ability of give spontaneous solutions.

Short Term Goals

• Improve the effective characteristics in handling multiple high frequency work.

• Decisive in giving best solution, utilizing the resources to its optimum level.

• Should scale in the hierarchy in the working setup.

Long Term Goals

• Establish as a good manager in the very same department, having the ability to inspire others.

• Will learn and understand all the components involved in the business, and excel in it.

• Open one Hotel, with all the luxurious and basic amenities.

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