Hotel Front Office

Millennium Hotels started operating in 1989, when Kwek Leng Beng launched the hotel chain. The company first acquired just 6 hotels in Asia, but expanded abroad during the early 1990s. Throughout that decade, the company expanded its selection of hotels across the globe and it received the title of the Best UK Hotel Group in 1997. The brand is currently spread into 60 countries, with a number of hotels and resorts catering to different needs from business to family stay.

Usually work day begins very early in the morning, when the front desk provides the housekeeping department with a report called the night ckerk’s room report. The main idea of this report is to inform all workers about the status of all guestrooms in the property as it appears on the front desk

Responsible to coordination with other departments in hotels like: food and beverage, housekeeping, stewarding, maintenance, front office, stores etc

The nature of the organization that I had interviewed is hospitality industry. The hotel started its operation in July 1990. The mission of the hotel is excellence in service. The hotel hopes to achieve certain objectives and goal which is courteous to the guests, productivity of the staff, staff welfare and provide guests with excellent service.

Facilities; differentiating form other competitors offering a unique service, which include, restaurants, tennis courts etc.

The role of System Operation are plays as a very important function in a hotel in order to run the operation system of the hotel for planning, coordinating and controlling the resources and then it will be more easy to manage. In every hotel, they have their own specific operation system. So that for this assignment, I would like to choose The Majestic Hotel Kuala Lumpur housekeeping department. The function of Housekeeping department is that to keep the venue cleaning and sanity. So that the system operation’s impact on the housekeeping department cannot be underrate in order to scheduling and planning which rooms must be cleaned, assign the tasks and check the work. (Robert C, 2012, pg1)

Studio M Hotel Singapore is owned by CDL Hospitality Trusts (CDLHT) , which is managed by Millennium & Copthorne Hotels PLC’s subsidiaries. It is a 4-star loft-inspired hotel that is targeted at business and leisure travelers, located dominantly along Robertson Quay.

The general manager of the hotel is responsible for monitoring all the departments that come right under him then assistant of the general manager helps him to get tasks done , especially when there is a pressure . Then departments such as accounting that’s responsible for recording and reporting the cash flow transactions of a company it has some key roles and responsibilities, including accounts receivable, accounts payable, payroll, financial reporting, and maintaining financial controls. Engineering department takes care of hotels maintenance in case of any damages that might occur. Sales & marketing department promote the hotel and sell rooms to guests , make contracts with other companies . Security protect staff and all people inside

The housekeeping employee in charge of opening the house transfers the information received from the front desk into forms to be distributed to the housekeeping supervisor who, in turn, will notify the room attendance before they begin to work in their respective sections. As guests check in or check out of the hotel throughout the day, the front desk notifies housekeeping. As rooms are cleaned, housekeeping notifies the front desk of the rooms being made available for

Being a Hotel General Manager would be my ideal job in the Lodging Industry. To get the that point of being a General Manager would take years of working in the hotel industry as well as having the proper education to preform the job. My plan of action would be to start out as a check-in agent or a front desk associate at a hotel. This would give me experience in working with guests and with numbers, knowledge every General Manager needs. Working at the front desk initially would give me a good idea what each department in the hotel does, and perhaps I would move on to another job in the hotel just to gain more experience. A good General Manager needs to know how everything in the hotel functions.

Another benefit is that these chains have a particular expertise that these smaller hotel owners may not possess; it could inspire the other hoteliers to become more creative in order to compete against the high fliers. These big companies also could specialise in certain target markets, for example a hotel in Cornwall targeting young couples looking for a weekend away. This creates a broader range of hotels under the boutique spectrum, again creating a larger customer base.

The United States hotels & motels industry grew by 7.7% in 2011 to reach a value of $137.5 billion.

The Queens Head hotel is located in Barnstaple, and is one of the ten hotels owned by Giles-Gash family, all located in South West of England. The hotel has 50 bedrooms, a restaurant with 50 covers, function room, bar area and a leisure complex.

After failing the Marriott audit on February 10th the management team at my hotel had a three hour meeting about how to improve our score. Everyone was aware that a Marriott auditor would be coming back anonymously within sixty days. The Bistro part of the audit was the area that failed miserably, so that is where management concentrated almost all of their effort on improving their score. The woman from the Bistro that made a score of zero was allowed to stay on with a warning. The week after the audit she came into work and hour late for two of her shifts and just decided not to show up for another shift. I would like to say that management fired her after she skipped her shift without calling, but no she was given one more chance. The Bistro had a mandatory meeting the next morning and she was going to be allowed to continue working at The Courtyard if she decided to show up. She obviously did not show up for the meeting and finally management decided to let her go. Every person in management had been warned about this woman by almost every member of the front desk staff. They could have saved themselves from failing audit by listening.

The Front Office in a hotel is most noticeable department and the front desk occupies a high-flying place at the lobby in every hotel in world. The front office is a single point of contact to guest and that makes the staff to be structured, courteous, well-behaved and proficient. This makes front office a nerve center where communications and accounting operations are major role of a front desk management.