Download complete project materials on Effective Management Of Front Office Resources For Profitability from chapter one to five.
CHAPTER ONE
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INTRODUTION
Back Ground Of The Study
In the fast moving world of today, boats, train, aeroplane and car carry travellers all the globe either as tourist or in the normal cause of their business. The travellers require food, lodging, hospitality and service of good standard. This brings about the hotel as an establishment offering food and drink and accommodation to travellers who appears to be able and willing to pay for the services and facilites provided
Therefore by common law, a hotel must offer food, drink and accommodation to guest but it must assume a liabilities for the property of guest conform to public health and safety regulation provide a high standard of cleanliness and sanitation.
Paul (2002) stated that front office is the name given to all the office situated in or near the front office hall or lobby of the hotel. In this office, including the telephone operators, whose contact is by means of the telephone, come into direct personal contact with the guest.
According to Beckley (2005) the front office is in many ways the heart of the hotel. Not only the letting of bedrooms, it is the most profitable of the overall operation but because it is the main link between the guest and the rest of the hotel. A guest may be impressed by the way his request for a reservation was handled upon, his arrival, first contact with the front office and throughout his stay
The front office and is the communication centre of the hotel, with great amount of guest contact. Guest interact with the hotel for the first time and they form the first impression of the hotel based on the efficiency, competency and behavior of the front office staff.
The front office is a unit where the organization generates the major revenue such as proper handling of funds realized during the sales period which will determine the financial position or states of the hotel. To achieve these objectives, the principle of management and control has to be studied and applied in all the section of the front office.
The hotel front office work with various forms of resource which include, human materials and financial resources. The human resources refers to man power, to be able to identify human resources in front office, there is a need to study the organizational structure of a hotel to know the capacity, strength and skill required responsibilities if they are not persuaded to do so, for this reason, the activities must be planned, organized staff, co-ordinated and controlled in such a way that each staff will know the particular work to be carry out during the working hours.
Material resources are known as the materials, equipment which are being used to carryout the job in front office, according to Beavis (2001) and Medik (2002) to the expectation of the guests, it is essential that staff in the reservation department should respond to any request by being a SAP’’ meaning dealing with reservation speedily (s) accuracy (a) and politely (p). front office staff use materials resources to carryout their duties such as reservation forms, hotel booking diary, room cards, registration forms, summary sheets, conventional and density chart.
Front office tends to mishandle these resources in the sense that the materials are not properly kept, they are not filed up which can lead to misplacement. In large hotels, records are being installed in the operation is done manually it slow down the work, waste time and might not keep the guests information secret.
Financial resources are the money generated from the sales of accommodation, banqueting out of hall e.t.c . Neil (2005) stated that as 100% bed occupancy is always the aims, a cancelled booking is a nuisance and the financial loss. Is in vest have to charge rooms without good reasons seldom that people cancel rooms without good reasons.
Good reason or not a late cancellation always brings the possibility of a lost sale proper account should be given concerning the finance generated in the front office. If management want to expand or continue the business, there is need for proper implementation of the managements principles and the resources have to be planned monitored and evaluated.
Perfect delight hotel limited, which is the case study of this research work. It is a two star hotel which has 40 rooms and a total number of twenty staff working in the establishment.
There are six receptionist who run two shift morning and night shift, a chef and 3 cook, 4 stewards and an accountant, a supervisor i.e the overall supervisor, the manager and is assistant, 2 launders and two security. They have a kitchen and a restaurant and also a hall. The management of the hotel have done little concerning the management and control of front office resources.
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They apply the x theory in managing which is the traditional view of directing and controlling, having the believe that people have to be forced, controlled, direct and even threatened before effort is made towards the achievement of organizations objective. Materials are not sufficient for effective work to be done which slow down the effort of the staff are not motivated which lowers their morale.
From the identified problems in perfect delight hotel limited, the researcher wishes to stress on how resources can be effectively managed and controlled. To identify the problem affecting the effective management and control of front office resources and how it can be solved.
Some problem identified by the researchers, most hotels dismissed staff with adequate reason, queries are issued incriminately. The researchers wishes to find out how staff, material and financial resources can be effectively managed.
Statement Of The Problem
The non- challantattitude to work by the staff, experienced staff being discipline and queries with adequate reasons, such as coming to work late, not doing there work at an appropriate time e t c.
Objective Of The Study
the aim of this research work is to investigate the possible problems of front office and find a solution on how effectively manage and control the front office resources. The objectives of the study are
1. To identify the resources available in the front office
2. To identify the problem affecting effective management and control of front office resources and how they can be solved.
3. To know how the front office resources can be effectively managed and controlled
4. To create more awareness on the control and management of these resources
Significant Of The Study
the facts is the research work will be useful for hoteliers to improve ways of managing the resources within the organization effectively and also in their various organization such as the caterers, association of catering and hotel management, it will be also benefit the lectures and students and other researchers, will benefit from the study greatly because it will enhance their knowledge and skills in their profession, it will be useful for individuals who are willing to take up a job a receptionist in the hotel.
This information will be useful for front office managers to plan orientation programme for front office staff.
Scope Of The Study
The research aim at finding or identifying the resources available in the front office and how these resources can be effectively managed and controlled. The scope will also cover the problem affecting the effective management and control of front office resources, how the problems can be solved and how awareness can be created on these resources.
Research Question
1. What are the resources found in front office?
2. How can these resources be managed and control effectively?
What are problems affecting effective control and management of resources in the front offices?
1. How can these problems be solved?
2. How can awareness be created on the control and managementof these resources?
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