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As a front office manager for the front office department, the manager has to take responsible for his/her post on the front office department. The manager also has to take responsible on the front office operation which included staff training, staff scheduling and dealing with customers including handling complaints when they come to the desk.
Being a front office manager it is important on showing respect for the local customs and culture. It also important for the front manager to build an effective management team though taking an interest in the development of subordinates through training and also giving his/her subordinates frequent feedback on their performance in work. The front office manager has to be positive and motivated attitude among his/her peers and employees at all the time. As the front office manager of the department he/she also need to control his/her own emotion and need to be patience when handle a customer. The front office manager needs to do their duties well.
As a front office manager there are also have others duties in others section. Such as, in the financial section they are able to effectively interpret financial result in cost and expenses, to establish and monitor the cost and expense control systems and also procedures budgeted operating. In the marketing section the front manager duties is to fully understand the market needs of local market, assisting in the development of the product lines and services and also constantly aware of the new market trend and the activities of the competitors.
2.0 ANSWER OF QUESTION 1
Normally the check out time for every hotel will be 12pm but most of the guest will check out late. The time that most of the guests check out is 12.30pm. There is also others problem like the front office staff have to spent time to calculate the late charge and also others problem that the hotel guest complain about that the guest accounts does not being ready for being present when the guest want to check out.
2.1 PROBLEM SOLVING
As a front office manager, it is a duty for us to solve the problems because when the guests check out, it will be the last chance for the front office staff to put the best service for the final lasting impression of the hotel. It is also important that the guest to settles all the payment. To solve the problem that the guests complain about, that are also few ways for us used to handle this problem.
2.1.1 EXPRESS CHECK OUT
During the check out time, the front office staff is always busy because the front office staffs have to handle a large number of guest that are wanted to check out at the same time and the guest don't like to wait. To speed up the check out process, many hotels also have provides express check out for the guest who wants to check out without queuing at the front desk. Express check out allow all the guest check out at anytime they want and without going to though the front office staff. To do express check out, the guests have to fill up the express check out form and sign it the day before they check out and also deliver it to the front office staff to settle the guest accounts.
2.1.2 HANDLING CHECK OUT
The end of the guest stays is where they will check out at the front office, the guest also have to pay all the bills before leaving the hotel. The front office staffs have to make sure that the guests pay for all the services that they use in the hotel. There are some procedures to handle guest check out that the front office staff must follow.
220.127.116.11 PROCEDURES HANDLING CHECK OUT
Prepare all the forms and bill for the guest to settle.
Welcome guest with greetings and smile. Have a little conversation such as "How are you?" or "How was your stay?"
Verify that the guest information is the same as in the guest account.
Check the check out date on the guest folio to see whether they checked out earlier. If so, inform other departments to prevent confusion such as housekeeping that will still clean the guest room as occupied clean.
If the guest checked out after check out time, make sure to charge non frequent guest.
Check other charges after guest check out that were posted late such as mini bar charges and telephone calls.
Give the folio to the guest to verify them. Make sure the guest is comfortable when dealing with his account folio.
Guest will settle all the bills.
Make sure guest return the room key and all the belongings deposited in the safety deposit box.
Provide bell staff to help the guest with their luggage.
Offer the guest to stay again in the hotel in future.
Update all the record at the front desk such as room status report and latest occupancy rate. This is important for other departments to get the right information about the hotel status.
The conclusion is as a front office manager for the front office department, the manager has to take responsible for his/her post on the front office department. It is a duty for the front office manager to solve the problems. There problems like the guest late check out, spent time on guest late charges and also when the guest want to check out but the guest accounts not being ready for presentation. To solve this problem there are few method can be use like express check out. Express check out is a way for the guest who don't want to wait to check out at the front desk. To do express check out, the guests have to fill up the express check out form and sign it the day before they check out and also deliver it to the front office staff to settle the guest accounts. There is also other ways to handle the problem like there are some procedures to handle guest check out that the front office staff must follow so that the guest will feel satisfaction on the hotel front office staffs services. The procedures handling check out are the front office staffs prepare all the forms and bill for the guest to settle, welcome the guest with greetings and smile and more
Reservation is a way to accommodations a room. The reservation process consists of receiving, analyzing such request and documenting. They have make up a system that is known as reservation system. This system is been makes by the staff, equipment, space and procedures that are used to handle this process. Room space is the main product that sells by the hotel. Reservation is way of a hotel to selling room.
The importance of a hotel reservation system is to up-to-date picture of the hotels current and future guest requirements, it is virtually impossible to operate a lodging establishment in an orderly and profitable manner. The reservation system is a basic tool of the room sales and management.
Every reservation represents a sale for the hotel. Walk-in customer is a small amount on the percentage of room sales. The percentage of the customer in no-shows and cancellations is also small. Many hotel has purposely sell more rooms than are actually available because of the proportion to the combined no-shows and cancellations percentage.
In the past, the reservation system is used to the document room requests. Most of the small properties used a small reservation book that was organized like a calendar. The name of each guest that has make a reservation at the hotel has written on the appropriate date. Other effective reservation system included racks containing reservation slips and also chalkboards that has the guest name and dates were written. These simple devices can still be found at some "Mom and Pop" motels. Nowadays, the technology has become easy for us to living. Computer has become the primary equipment for managing reservation.
2.0 ANSWER OF QUESTION 2
Central reservations system also been known as CRS. A central reservations system is use to receives and documents reservations for a chain, franchise network or referral organization using a WATS line and also computer. Example, to make a reservation at Marriott hotel, a guest can get a free call to contact the Marriott hotel central reservation system. The reservationists will handle the incoming calls and also enter the reservation data into the computer. The information will also be send to the appropriate properties. Every participating property also has its own reservations computer that is linked to the computer of the central reservation system. Like the Holidex system is operated by Holiday Inns, is another example of this type of service.
Although anyone can call the central reservations system for free, travel agents and airline reservationists also can make hotel reservation through one of the major airline reservations systems. This system is originally designed to book flight reservations and this system also can be used to sell room space at thousands of participating hotel. Sabre is operate by American Airlines and Apollo the United Airlines system, are the examples for the airline reservations systems that also can book hotel reservations.
2.1 THE ADVANTAGES OF CENTRAL RESERVATION SYSTEM
The advantages of central reservation system are flexibility, cost cutting, customers benefit, distribution benefit and increased efficiency.
Central reservation systems can be using by individual customers, call center staffs and travel agencies. All travel agencies also have their own personal log on codes. The personal log on codes also can automatically generate any special negotiated rates or commission so the information also can be updated easily and the central reservation system can be tailored to suit the individual accommodation provider requirements. Example, he or she can choose what information can be used and what details that their want to do like add map, graphics, adapt colours and more. The central reservation system also have program that are group booking discount and customers loyalty programs. The central reservation system can also be merge with others software package like data analysis program and also web design program.
2.1.2 COST CUTTING
By using central reservation system, it can help your company to cost cutting because customer can make their reservation online. When the company using this system it helps the company to cut down the cost to reduce salary for hire a new staff to take booking over telephone and mail. When using internet selling it also helps to cut cost by using printer to print, write letters and pay commission to the third party agencies.
2.1.3 CUSTOMER BENEFIT
When using Central reservation system, it gives benefit to the customers. Central reservation system is tool that is design to the offer an effective and also time saving to the customers. The central reservation system is a system that can be searched online, to check for the accommodation by issues like location, date, hotel rating and also features. The central reservation system also can easily make comparisons between different accommodations and also can instantly check the price and room availability. Customers also can take advantage from this system because customers can get special offers and promotions. Customers also get to add on extras like attraction tickets, meal deals their booking and also airport transfer. More people have been using online booking. The reason is that the customer does not have to pay commission to the booking agent. This system also can help the customers when the customer wants to change or cancel their booking, they can do it online by using the central reservation system.
2.1.4 DISTRIBUTION BENEFITS
Central reservation systems also have others benefit like the accommodation providers can sell their product. Their sell their product around the world in twenty four hours a day, seven days a week. Nowadays, most of the modern systems also have many languages we can choose like Malay, Chinese, Korean, Japanese, French, Greek, German and more. The systems also can currency exchange ability for booking rooms or products around the world. When using the central reservation system, customers can pay by online. Customers also can't have second thought when there are trying to make reservation though online.
2.1.5 INCREASED EFFICIENCY
The central reservation systems also have included a tool that we can monitor the activity when online to the website. The real time report will shows the number of hits and also how many customers have make booking. The system will also build a profile of the customer behavior and also indentifies the sales trends that the information can be used for the strategic planning. This system also can check the promotional campaigns can be coded to monitor their effectiveness. When there are having sales, the customer's profile and database will be produced. This also can use for targeting future marketing activities.
2.2 THE DISADVANTAGES OF CENTRAL RESERVATION SYSTEM
Not only advantages of central reservation system but also some disadvantages of central reservation system. The disadvantages of central reservation system will be no show and hacking.
2.2.1 NO SHOW
Even though using central reservation can reduce risk of customer don't have second thought when there are booking and the customer will also have to pay online. Some of the customers didn't show up to the hotel even thought they have makes a reservation to the hotel. The hotel will loss many customers included the walk in customers. The reason that the hotel will loss the walk in customers is that when the hotel don't have enough room for the walk in customer who want to stay now in the hotel room is because of the online customer have make a reservation to the hotel. In the end the online customer didn't show up and the hotel have loss two customers.
Nowadays, technology is very important to everyone. Everyone also must have internet at their home, company and more. Some people will use internet to hack to the others party computer to steal information. The central reservation systems also have this problem because is monitor when online. The others hotel may hack to our system to steal our customer information and more because they may steal our customers to their hotel, so their will increase their hotel income.
The conclusion is the central reservations system also been known as CRS. The central reservations system is use to receives and documents reservations for a chain, franchise network or referral organization using a WATS line and also computer. This system is also originally designed to book flight reservations and this system also can be used to sell room space at thousands of participating hotel. The advantages for the central reservation system are flexibility, cost cutting, customers benefit, distribution benefit and increased efficiency. For flexibility, is this system can be using by individual customers, call center staffs and travel agencies. For the cost cutting, when the company using this system it helps the company to cut down the cost to reduce salary for hire a new staff to take booking over telephone and mail. As for customers benefit, customer does not have to pay commission to the booking agent because they are booking themselves. Distribution benefit will be customers also can't have second thought when there are trying to make reservation though online. Last will be increased efficiency, we can monitor the activity when online to the website and check the promotional campaigns can be coded to monitor their effectiveness. There is also disadvantages of the central reservation system is no show and hacking. For no show, customers didn't show up to the hotel even thought they have makes a reservation to the hotel though online and the hotel will keep the room for the online customer and the hotel will loss the walk in customer. As for hacking is people will use internet to hack to the hotel system to steal the customer information so they can steal the hotel customers.