Hotel front office management group 1 assignment

End of Chapter Questions

Chapter 3: Effective Interdepartmental Communications

+ Full employee’s involvement in the TQM process and their commitment to its goals

+ The entire workforce acquire new knowledge, skills and abilities

+ Training and education based on total quality are well-planned and provided + Adding value to processes, increasing quality level, increasing productivity per employee

+ Increase employee relations and satisfaction.

Case Study

Case Study 201

Ana Chavarria, the front office manager at The Times Hotel, reflects on her early days filled with stress and challenges She faced constant pressure from personnel manager Milo Diaz to submit schedules and authorize payroll promptly Although executive housekeeper Thomas Brown appeared friendly outside the hotel, he frequently pressured front desk clerks regarding guest check-in and checkout issues Communication hurdles also arose with executive engineer Yoon-Whan Li, highlighted by a misunderstanding about a stuck elevator that was merely stopped by children Additionally, food and beverage manager Eric Jones attributed the lack of guests in the dining room and lounge to Ana's desk clerks, further complicating her role.

Desk clerks often overlook the importance of promoting free dining coupons for the hotel’s restaurant and lounge, frustrating guests and management alike Lorraine DeSantes, the director of marketing and sales, has reached her limit with desk clerks who misplace phone messages, misdirect guests to nearby restaurants, and provide vague recommendations instead of highlighting the hotel's own dining options.

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Ana acknowledges the feedback regarding her management and the performance of her staff Despite knowing that schedules should be posted by Tuesday morning, she often receives last-minute requests for days off from her employees This leads to delays in payroll processing as she prioritizes guest interactions during check-ins and check-outs Additionally, the front desk clerks have made significant mistakes, such as checking guests into unprepared rooms, which Ana attributes to potential issues with the computer system She defends her staff, noting that a new clerk was not properly trained on emergency procedures regarding elevator issues Furthermore, while she encourages her clerks to distribute food and beverage coupons, they lack enthusiasm for the task Lastly, she consistently receives messages from Lorraine DeSantes without fail.

“She just makes no attempt to look in her mailbox.”

Margaret Chu, the general manager of The Times Hotel, called Ana into her office to discuss her upcoming six-month probation review for the front office manager position Despite Ana's anxiety over reported errors by her colleagues, Margaret's approach was refreshingly constructive; she requested Ana to create a list of strategies aimed at improving her performance in key areas.

Ms Chu has asked you to assist Ana in developing strategies to use for improving her ability in the art of supervising employees What would you suggest?

Ana Chavarria serves as the Front Office Manager, overseeing the front desk clerks Throughout her brief tenure at the hotel, she experienced significant stress and dissatisfaction due to various challenges, as highlighted in the case scenario Despite her efforts, Ana faced criticism from her colleagues regarding her shortcomings.

Ana Chavarria, the Hotel's Front Desk Manager, faced criticism due to misinterpretations of her actions, which stemmed from the flaws of others in their roles Over the years, she has demonstrated resilience despite the challenges To support her growth, I recommend that Ana take a moment to calm herself, as stress can hinder clear thinking Once she is composed, she should focus on strategies that enhance employee motivation, training, effective scheduling, communication, and empowerment Additionally, implementing effective time management will be crucial for her success As her assistant, I hold great respect for Ana and all hotel departments, and I am committed to formulating a comprehensive strategy for her development.

To enhance communication at the hotel and reduce misunderstandings, it is essential for the team to prioritize and discuss key tasks collaboratively Effective communication among all staff members is crucial for fostering a productive work environment and ensuring positive interactions with both colleagues and guests By promoting mutual respect, the hotel can create a culture where everyone feels valued and understood.

Employee motivation is crucial for a productive work environment I've noticed that Ana's lack of motivation stems from her colleagues' complaints about her performance at the front desk To address this issue, it's essential for employees to collaborate and support one another rather than applying pressure By fostering a cooperative atmosphere, the team can work together more effectively and enhance overall morale.

Implementing effective workplace strategies is crucial for enhancing productivity If Ana adopts these strategies, she can transform her mindset and behavior, leading to improved work performance Moreover, if other employees embrace similar changes, it will foster a more positive work environment Managers play a vital role in this process by motivating their teams and uplifting their spirits, which can significantly influence overall performance By supporting their employees, managers can create a culture of motivation and productivity, ensuring that everyone thrives in the workplace.

A negative work environment can lead to employee discomfort and a lack of motivation If front desk clerks are underperforming, it may be beneficial to implement corrective measures that aim to motivate rather than harm them, ultimately providing a valuable lesson to encourage better performance in the future.

Effective personnel training is essential for ensuring that all employees understand their responsibilities within their respective departments The case highlights a troubling trend where staff members incorrectly attribute their challenges to the front desk, rather than acknowledging their own roles Each employee must take ownership of their tasks to avoid inconveniencing others, as the front desk is also engaged in its own duties To address these issues, management should implement comprehensive training programs that equip employees with the skills to handle various situations independently before seeking assistance By fostering a culture of accountability and encouraging employees to leverage their unique strengths, organizations can enhance productivity and collaboration across all departments.

Implementing an effective employee scheduling strategy is crucial to avoid last-minute conflicts and delays To achieve this, employees should notify the front desk in advance for early leave or day-off requests, allowing schedulers to plan accordingly and post the final schedule on time A consistent work schedule enables employees to work efficiently and effectively, focusing on specific tasks without worrying about their schedules By prioritizing scheduling, businesses can optimize task management, minimize disruptions, and ensure a smooth workflow, ultimately saving time and boosting productivity.

Effective management requires strong leadership skills, as being appointed a manager reflects the trust placed in you to handle responsibilities A good manager not only oversees tasks but also inspires and guides their team, fostering a productive and positive work environment.

Empowering employees is crucial for their development, particularly for those new to their roles With effective managerial guidance, employees can make independent decisions, enhancing their motivation and overall performance For instance, when faced with a customer complaint, an empowered employee like Ana Chavarria can resolve the issue confidently, knowing she has the authority to act in the guests' best interests Strong leadership and support from managers are essential, as they help employees navigate challenges and unlock their full potential in the workplace.

As a manager, it's essential to effectively manage your numerous responsibilities Focus on making informed decisions, leveraging your intellect, and approaching your role with passion and dedication.

Case Study 301

On Thursday morning at The Times Hotel, the reservations manager prepares for the arrival of guests attending the Pet Owners of the Americas Conference by printing the day's reservation list The front office staff has organized 252 packets for preregistered attendees, with The Times Hotel serving as the headquarters for cat owners, while The Sebastian Hotel, just two blocks away, caters to dog owners Participants are expected to start arriving at noon.

On Wednesday night, The Times Hotel was fully booked, accommodating a planning group for the Biology Researchers Conference, which included 179 rooms The group convened for a meeting in the early hours of Thursday morning, prompting several guests to display "do not disturb" signs on their doors.

Yoon-Whan Li, the executive engineer, has observed intermittent air-conditioning issues on the fifth and sixth floors After investigating, he estimates that repairs will take approximately 12 hours He attempts to report the problem to the front office, but the desk clerks are occupied and unable to take his call Meanwhile, another repair request is received.

Whan is off again The air-conditioning situation is never reported to the front office

The chef is diligently preparing vendor orders and planning food production worksheets for the Pet Owners of the Americas He has instructed a supplier to call him back in the afternoon to confirm details for tonight's banquet order, which includes a special Swiss chocolate ice cream cake roll requested by the event organizer Additionally, the sales office has placed an order for two ice sculptures, featuring a cat and a dog.

The banquet manager and his team will arrive approximately three hours before the event to set up furniture and tabletops, while the servers are scheduled to arrive one hour prior to the start of the banquet.

At 11:00 am, conferees arrive for registration, accompanied by their cats, seeking information on pet accommodations The front desk clerk is unsure and contacts the sales department for guidance However, the sales department clarifies that the conference organizer had explicitly instructed participants to leave their pets at home, emphasizing that the event is strictly a business seminar, not a pet show.

Due to a late planning meeting, attendees of the Biology Researchers Conference have not yet checked out, preventing housekeeping staff from entering the rooms as checkout time is set for noon Additionally, the absence of two room attendants this morning has further complicated the situation.

At 1:30 pm, the lobby is chaotic as pet owners and their animals wait to enter their rooms With the air-conditioning malfunctioning, the atmosphere is overwhelming due to the noise and unpleasant odors Housekeeping informs that it will take an additional two hours before the first 75 rooms are available.

The switchboard is overwhelmed with calls from Pet Owners, while the chef anxiously awaits a call from his vendor regarding a Swiss chocolate ice cream cake roll Upon finally reaching the supplier, he learns that she has been trying to inform him that the product is out of stock, but his calls went unanswered Frustrated, the chef storms into the lobby to confront the switchboard operator, leading to a heated exchange The front office manager, dealing with her own chaos, responds defensively Just when tensions peak, a group of ten Pet Owners of the Americas arrives, adding to the already chaotic situation.

Log in in the lobby with guaranteed reservations The hotel is completely booked, and these additional reservations represent an overbooked situation

The reservationist overlooked an important detail by not inquiring whether the guests were cat or dog owners, leading to chaos in the lobby as all the guests brought their dogs The situation has escalated into an unbearable uproar, with dogs barking at cats and cats hissing back, prompting numerous complaints from frustrated guests.

The banquet manager and his team have completed the room setup for the event, but when a crew member activates the air-conditioning, it emits a dull roar and blue smoke from the vents Assuming this issue is temporary, he chooses not to inform the banquet manager Subsequently, the manager directs the setup crew to retrieve the ice sculptures from the freezer and position them in front of the podium and head table, as banquet servers are expected to arrive within the hour to begin final preparations.

As the front office manager, addressing immediate issues requires prompt action and effective problem-solving strategies Once the situation calms, a thorough analysis is essential to identify the root causes of the problems faced To enhance communication between the front office and other departments, implementing regular interdepartmental meetings, utilizing collaborative software tools, and establishing clear communication protocols can create a more cohesive work environment These steps will not only resolve current challenges but also foster a culture of teamwork and efficiency.

If I was the front office manager, I would try my best to have the service run smoothly and keep the guests happy Everything that could go wrong, did on a Thursday at The Times Hotel I listed the problems into three categories to keep structure in how I would manage each problem, but that is not in the perfect order The hotel had to deal with problems in the kitchen, with pets, and with housekeeping As a front office manager I would deal with the problems in the order that they come

The Times Hotel serves as the headquarters for cat owners attending the Pet Owners of America Conference Guests arriving early should wait outside until the conference leaders arrive to guide them Room cleaning is still in progress, with a check-in time of 2:00 PM for guests To help pass the time, I would recommend a local pet store Additionally, I would inform participants that The Sebastian Hotel is the preferred accommodation for dog owners, offering a discounted rate for future stays at the Times Hotel If guests insist on staying despite the mix-up, I would clarify the hotel's error regarding their reservation.

After logging in and confirming the room bookings, I would address the employee responsible for the reservation error, ensuring to monitor their performance moving forward To combat pet odors affecting the lobby, I would direct a front office staff member to position a floor fan by the door for ventilation and request housekeeping to spray the area for a fresher atmosphere.

Tiêu đề	Hotel Front Office Management Group 1 Assignment
Tác giả	Chu Thi Bang An, Nguyen Lam Anh, Pham Thuy Linh, Ngo Van Khanh, Phung Thi Hong Nhung
Trường học	Hanoi University
Chuyên ngành	Hotel Management
Thể loại	assignment
Năm xuất bản	2022
Thành phố	Hanoi

Định dạng
Số trang	50
Dung lượng	3,5 MB