Role Of Front Office In The Hotel Industry Tourism Essay

Role Of Front Office In The Hotel Industry Tourism Essay We often heard that front office play an important role in the hotel industry. The front office or can be known as the main nerve of the hotel is the first and the last sector that interact with a client. Front offices are typically called so because they are at the front or entrance hall of a business, giving customers an easy access to office workers. This vital section of the business can serve many purposes, depending on the company, and are frequently the best place to obtain any customer-related information. Front offices may have an entry desk staffed with a secretary or administrative worker. This main desk can offer assistance to incoming clients or customers, and can direct queries to correct personnel. On the other hand, all personnel in the department may be trained in customer assistance, since front office workers may have many duties, training all of them in customer service means that someone will almost always be available to help a guest. 1.1 Division of Front Office There are many part of division inside the front office department. All of this part of partition should duty their tasks and responsibility. Furthermore they should help each other so that the enrollment will complete with success and this will make the customer feels satisfy with the service and willingly to come again. The part of this department are Front Office Manager, Assistant Front Office Manager, Front Desk Representative, Night Auditor, Cashier, Reservationist and Telephone Operator. All departments play an important role to make the guest feel satisfy with our service. 1.1.1 Front Office Manager The basic duty of front office manager is to directly supervise the front desk, reservation, concierge and PABX. Hotel PABX system comes with a front desk management system either PC based or telephone operator console based which is used by operator to perform various tasks easily. Using this console, one can update, monitor room status like occupied, cleaned. It can be used to print out call details room wise, estimate telephone bills. Other duties of the front office manager are assisting in the training and cross-training of front office employees, prepares monthly reports, assists the rooms division manager in formulation and completion of front office policies and procedures. 1.1.2 Assistant Front Office Manager The assistant of front office manager is to control the operational activities of the hotel front desk within hotel procedure to provide the highest standard of courteous service while permitting acceptable profit levels. On the other hand, they have to ensure work is completed to include, shift closings, room deposits, refunds and rebates. They also have to prepare staffing schedules, complete payroll, and monitor labor expenses to budget figures and take personal responsibility for correcting customer service problems. 1.1.3 Front Desk Representative Hotel front desk clerks make room reservations, offer information and services to guests and receive payment for services. They are employed by hotels, motels and resorts. Hotel front desk clerks perform some or all of the following duties such as maintain an inventory of vacancies, reservations and room assignments, register arriving guests and assign rooms, answer enquiries regarding hotel services and registration by letter, by telephone and in person, provide information about services available in the community and respond to guest complaints and compile and check daily record sheets, guest accounts, receipts and vouchers using computerized or manual systems. 1.1.4 Night Auditor A night auditor works for a hotel or motel doing bookkeeping and often performing as the front desk agent as well. With the exception of for the smallest motels, most types and sizes of these businesses provide work for night auditors. These might be part-time positions, or the hotel may employ one full-time auditor and one part-time. Duties vary depending on the size of the capability, but the major focus of the job description is conduct end-of-day accounting duties. The job description for night auditors includes performing information entry on spreadsheets or in a file, and processing dissimilar types of computer accounting reports for the hotel and restaurant. They input reservations on a computer system and also update the occupied status of rooms as guests come and go. 1.1.5 Cashier The cashier has to uphold precise account balances for hotel operating cost and collect payment from guests. Hotel expenses contain room charges, abroad telephone calls, meals and laundry. They should be able to carry out foreign exchange, for example, converting foreign currencies and travelers cheques into local exchange, protect safe deposit boxes and resolve bill payments, expenses rapidly and correctly for guests who are checking out. 1.1.6 Reservationist A hotel reservations agent is an essential part of hotel operations. Guests get their first impression of the hotel service values at the time of reservation. Therefore, reservations agents must be courteous, well-informed and educational. The main duty of a reservations agent is to rent hotel rooms to potential guests. The agent must conquer any objections the guest has. Hotel managers provide rule so the agent will know precisely what to say if the guest resists the deal. This may come in the form of a script that must be insecurely followed. A reservationist is also someone who reserves events, tickets or makes travel preparations. Reservationists use customer-service skills to help people. The reservationist books events, tickets or arrangements online, by phone or in person. He produces customer confirmations and meets the customer ¿Ã‚ ½s needs to the best of his capability. Contacting customers when a termination is submitted is also the dependability of a reservationist. 1.1.7 Telephone Operator The supreme duty of a telephone operator is that of transferring calls from external the hotel to the suitable guest room. For security measurement, operators have to do this without giving out the room number of a hotel guest. The telephone operator may not often be face-to-face with guests of the hotel, but plays an important role on behalf of the hotel to the guest. For this situation, a friendly and polite tone of voice is all-important. The duties of the telephone operator include answers incoming calls, straight calls to guest room through the switchbox. 1.2 Organization Chart in Small Hotel, Mid Size Hotel and Large Hotel There are three main charts for front office division in hotel industry that is inside the small hotel, mid size hotel and the large hotel. 2.0 Conclusion Each department plays an important role in order to get a complete task to get the main thing that is the satisfaction of the customer. Sequentially to carry out its mission, worldwide and departmental goals and objectives, every company shall build a formal organization depicting different hierarchy of managing, supervision, and employee or the staff levels. All hotels mission is to make the hotel success by satisfying the customer need. If the hotels fail to do so, it means that they have failed everything. This is because we have to be humbled to the guest and respect the guest although they are wrong. The statement saying that  ¿Ã‚ ½guest will always be right ¿Ã‚ ½ is the rules showing that everything that the guest do and say, we have to give and take. The main department that is front office management has to play the important role as they are the one that will communicate with the guest from the guest check in until they will check out. Smile and greet the guest politely will make the guest feel happy and hoping that they will see us again. Question 2 Front office staffs must have certain skills to attract guests during the first impression. Write about Front Office staff skill in guest relations. 1.0 Introduction Impression and attitudes of the staffs are the most important things that the hotel should be aware when it comes to the customer satisfaction. They have to welcome the guest with a great smile and greet them politely as they are persons that will decide whether we deserve to have them in the hotel or opposite that. As been said by F.Howard in the Business Publications, Eye contact is the first thing theyre taught. The idea is to know a person before and after the guest opens the front door and enters the lobby. To do this, staff members have to be alert and aware of what is going on around them. What they are trained to do is recognize the people by providing eye contact and a smiling nod to let them know that theyve been known. To make a successful business in the hotel, all the staff and employee should take a few steps so that the circle of the chain inside the hotel is moving smoothly. 1.1 Meaning of the guest A guest is the person who buys room, meeting space, food and beverages or other service from the hotel. They are someone that who has certain needs and wants to be fulfilled and if the hotel cannot fulfill them, a competitor of the other hotel is the best choice of the guest to fulfill their satisfaction. A guest is someone who is in his or her mind, thinking that they are always right. We should never argue or match with a guest because if we do so, it ¿Ã‚ ½s like we ¿Ã‚ ½re giving the hotel to bankrupt. 1.2 Importance of Guest Relations According to L.F Dennis in the  ¿Ã‚ ½Rooms at The Inn: Front Office Operations and Administration ¿Ã‚ ½ book, in the clients mind, the character and competence of the entire hotel are reflected in the personality of the front office staff. The people of the front office may be the client ¿Ã‚ ½s first and last contact with the hotel. For the arriving guests, their behavior sets the tone for the entire stay. For departing clients, their final words create lasting impressions. It is the staff responsibility to create a sense of belonging. Clients must be made to feel as they are part of a family. The front desk staff must convey the impression that it is not there just to sell rooms, but rather to make the guest ¿Ã‚ ½s stay at the hotel as enjoyable as possible. 1.2.1 First Impression Personal appearance is the most obvious factor in influencing first impression. An individual ¿Ã‚ ½s appearance can communicate neatness, organization, pride and self-esteem. Eye contact and facial expressions also influence how people are perceived by others. A neat appearance, confidents, enthusiastic manner and a voice that convey warmth and sincerity are the most important tools of a front desk representative. 1.2.2 Personal Appearance Appearance is the function of sex and age. Regardless of the sex or age of a front desk representative, he or she will encounter certain biases in guests or others. For example, some people have the mistaken belief that older staff members are not  ¿Ã‚ ½up to date ¿Ã‚ ½ and others automatically assume that younger employees are inexperienced. A front desk representative, who dresses with authority, wears quality accessories and maintains a conservative appearance will produce a positive reaction in every client. 1.2.3 Communication Communication and understanding must also take place. Addresses guests will create the impression of respect and concern that the hotel has for its clients. A courteous staff member is a good listener as well as an efficient communicator. Asking questions indicates that the representative is interested in the client. Listening to the answers indicates personal respect and attention to the guest needs. 1.3 Dealing with Complaints Clients communicates their complaints not only to the front desk staff but also to coworkers, business associates and other guests. There are ways for dealing with clients who have complaints that are:  ¿Ã‚ ½ Never be defensive  ¿Ã‚ ½ Define the problem  ¿Ã‚ ½ Validate the clients feelings  ¿Ã‚ ½ Restate your understanding  ¿Ã‚ ½ Promise to take action  ¿Ã‚ ½ Follow Up 1.4 Preventing Complaints Complaints can often be avoided by properly educating guests about hotel policies and procedures. The most common complaint of hotel guests is related to credit card guarantees. Proper information can prevent misunderstandings and minimize complaints. On the other hand, the front office staff keep doing mistake, for example they will forget to key in the details of their guest and when the guest wants to check-in, they can ¿Ã‚ ½t do it because the guest name are not inside their check-in list. They have to always be alert every time when it comes toward related of the guest. 1.5 Effective Telephone Techniques The front office staff spends a great deal of its time on the telephone, communicating with people both inside and outside the hotel. Although some people have better speaking voices than others, verbal communication is an art that can be learned with practice. There are ways to develop an efficient, courteous telephone manner that are:  ¿Ã‚ ½ Be prepared  ¿Ã‚ ½ Answer promptly  ¿Ã‚ ½ Use proper identification  ¿Ã‚ ½ Speak directly into the telephone  ¿Ã‚ ½ Relax and be yourself  ¿Ã‚ ½ Ask questions  ¿Ã‚ ½ Listen carefully  ¿Ã‚ ½ Take notes if necessary  ¿Ã‚ ½ Use reflective phrases  ¿Ã‚ ½ Keep call holds to a minimum  ¿Ã‚ ½ End the call courteously 2.0 Conclusion The way to cooperate with customer is to love and the respect the customers. The ability to connect and build rapport with other people is a foundation life skill, and should be ideally, be actively developed from an early age. In business and in the workplace, on the domestic front and in our community lives, we all stand to promote from more effective communication skills. We crave for more fulfilling interpersonal relationships. The front office staffs should greet their customers with sincere and be patient with what the customer complaint because customer will always be right. Good communication is the lifeblood of the service industry and its important that your communication style reflects professionalism. To make the business or hotel success is to make the customer satisfy, listen to what they want. They will feel happy and think that they wanted to come again to your hotel.

Are Reason and Emotion Equally Necessary in Justifying Moral Decisions Essay

Emotion and reason are two different ways of knowing but can both be used in the same situation. However, does one have a higher weighting than the other when it comes to making moral decisions? Using reason to make a knowledge claim or moral decision requires rationality and is justifiable, meaning that everyone would be able to understand the argument for it. Emotion on the other hand is usually simply a ‘gut feeling’ or an opinion of an individual and therefore has no evidence or points to support a decision. An example could be when it comes to whether it’s right or wrong to murder someone. It’s generally accepted that it isn’t because, using reason to justify this, everyone should have equal rights and it’s unfair for one person to take the life of another. One person may have the opinion that they do have the right to murder someone else but their argument would not be as strong since it would simply be their opinion of the case. Another example could be homosexuality. Many people who are against it claim that it’s wrong because ‘it’s not natural’ but when thinking of the argument rationally, this would mean cars, airplanes and TVs would also be considered wrong since those things aren’t natural either. Arguments made using ethics and emotions are not usually consistent and this is why reason is a better way of knowing because it can be applied to many cases. However, sometimes both emotion and reason can be used equally in justifying a moral decision such as when it comes to abortions. According to ethics and emotions, abortion is murder (since the baby is a human being) and murder is wrong (as all lives are valuable and it’s unjust to take another one’s life). Reason can come in to justify these arguments as well as add the point of the medical complications and effects abortions bring. On the side for the legalisation of abortions, justifiable points includes if the baby has a life-threatening disease or if the mother does that would be pass down and therefore the baby would lead an unhappy and sick life, if the parents are unfit for the responsibility of parenthood (for example, alcoholics, drug-addicts, teenagers), if the mother was unmarried and lived in a strict eligious society, if it was caused by rape and therefore would be unfair to the women as well as cause psychological harm and the fact that the government is intervening and reducing the freedom of choice for women simply goes against basic civil rights. Emotions are involved in the decision to abort a baby because mothers want what’s best for their baby and in most abortion cases, the reason behind it is because they feel their baby would not live the life they deserve . Whether it’s because they’d spend most of the life in a hospital with an incurable illness or because the mother knows that she wouldn’t be good enough for the parenting job. When it comes to making any decisions, whether it’s a moral one or not, reason should be considered more as it uses rationality and therefore is easier to explain and justify a decision to others. Emotions aren’t necessarily permanent or consistent and so it would be more difficult to try to get others to understand why you’ve made a certain decision.

Analysis of Guy de Maupassant’s “Old Mother Savage” Essay

We are all taught that our identity lies in the roles we play throughout life, in other words, in our actions. William Shakespeare wrote, â€Å"All the world’s a stage / And all the men and women merely players. / They have their exits and their entrances†¦Ã¢â‚¬  (As You Like It, II, vii). Whenever people act outside of their parts; whenever we miss our entrance, our identity is challenged. This can be seen everyday in all walks of life and in all arenas. For example, a teen father who takes responsibility for his child is look upon with surprised admiration while a teen mother is look up with distain for becoming pregnant in the first place. Placing standards and expectations upon people can be a vastly good thing, but what happens when those standards and expectations become too rigid–to all consuming? Rigid, all-consuming, roles have been required of women since time remembered. Even in the twenty-first century, the career woman is still expected to maintain a family. Gloria Steinhem puts it succinctly; â€Å"I have yet to hear a man ask for advice on how to combine marriage and a career.† Men are expected to place high priorities on their careers. The implication is that a man will receive less criticism for neglecting his family for his career, while a woman will be criticized sharply for having a career without also being an excellent wife and mother. Many of these identity feminine roles have been so inflexible that many women cannot break free in order to discovery the woman inside. When circumstances force them out of their traditional roles, they find themselves wondering, â€Å"Who am I? What is my purpose?† Guy de Maupassant in his short story â€Å"Old Mother Savage† (1885) depicts a classic example of this. His main character is a mother in German occupied France who is deprived of her identity roles i.e. wife and mother. Since she has nothing else to give her life purpose, she becomes homicidal and a bit suicidal. In this story, Maupassant is arguing that women who have uncompromising and limited identity roles can become violent to themselves and others. Maupassant paints a vivid picture of how nineteenth century countrywomen of France presented themselves to the world at large. The narrator’s friend,  Serval, describes her as â€Å"not at all timid†¦tall and gaunt, neither given to joking nor to being joked with†¦the men folk come in for a little fun at the inn, but the women are always very staid† (p. 161). Victoire Simon, Old Mother Savage, is a kind, yet reclusive woman. She had once offered the Maupassant wine when he passed by her cottage fifteen years earlier tired and thirsty an obvious kindness (p. 160), yet Serval, Maupassant’s friend who tells the story of Old Mother Savage, implies that a â€Å"staid† attitude is normal for the women of the area. Maupassant presents his readers with a woman who has been taught very specific actions for conduct. She dresses so that her â€Å"tightly bound†¦grey hair† is never seen in public. She was taught duty and â€Å"never learned how to stretch [her mouth] in laughter. By the time Maupassant’s readers meet Victoire, her identity is irrevocably tied to performing the duties of wife and mother. Just like all the other wives of the region, she is nothing without the duties of either wife and/or mother. Victoire has her identity challenged thrice. The first challenge occurres many years before when â€Å"[t]he father, an old poacher, had been shot by gendarmes [police]† (p. 160). This provides a serious blow to her wife identity but she buries the lose because after all half her identity is still intact–she is still a mother. The role of mother is more prevalent than that of wife since, she cannot control the actions and their consequences of her husband. He, to some extent, failed in his role of husband and father by getting caught at poaching and subsequently shot for the offense. Victoire, on the other hand, is still around to perform all the motherly duties of keeping a home, cooking meals, and mending clothes, which she does religiously. The second challenge to her identity comes when war is declared and her son, now thirty-three, goes to fight in the Franco- Prussian War. Victoire is alone. She knows her duty but has no one to perform it for save for herself. Her life consists of â€Å"go[ing] to the village once a week, to buy herself bread and a little meat; then get back home at once† (p. 161). She does only what is necessary to keep herself alive until she can resume her duty as mother. In her mind there is nothing else for her–no gossiping with the village ladies; no sewing a new garment for herself; no cups of tea with a  neighbor. Her world ceases to function without her duty to her son. The death stroke to her identity began with the arrival of the Prussians. She is required to billet four of the occupying German soldiers, since she was â€Å"known to be well off† (p. 161). These young men, about the same age as her son â€Å"would clean up the kitchen, scrub the flagstones, chop wood, peel potatoes, wash the house-linen–do, in fact, all the housework, as four good sons might do for their mother† (p. 161). She would cook and mend for them, as a good mother would do. She still had a purpose–to be a mother even if it was to surrogate sons. For a month these soldiers are sons not enemies then she receives word that her son has been killed in the war. Suddenly, her world is shattered without her son she has lost her last shred of purpose. â€Å"The gendarmes had killed the father, the Prussians had killed the son†¦and suffering flooded her heart† (p. 162). With her husband buried for years, her son dead; she has no identity and co nsequently no purpose in life. Within moments, she plans a special form of revenge–not only will others suffer as she has, not only will someone die for to avenge her son, but she will be sure to die in consequence of her actions. Suddenly, the four German sons become four German soldiers–the enemy. â€Å"Simple folk don’t go in for the luxuries of patriotic hatred†¦the poor and lowly†¦pay the heaviest price†¦their masses are killed off wholesale†¦Ã¢â‚¬  (p. 162). Ones like these German soldiers billeting in her home murdered her boy. It is quite possible that she would have assumed a German mother was caring for her son like she was caring for the German men. She is, after all, a â€Å"simple folk†, who would not have much knowledge of the intricacies of war beyond the billeting of the German soldiers. Therefore, not only did German soldiers kill her son, but also a German mother failed in her duty toward her son. Through a carefully executed plan conceived in the brief afternoon of discovering the fate of her son, Victoire kills the soldiers. She burns her cottage to the ground with the soldiers trapped inside. When the German Officer asks her how the fire started, she said, â€Å"‘I lighted it, myself.’ She took†¦two papers from her pocket. ‘That’s about Victor’s [her son] death.’ ‘That’s their names, so that you can write to their homes.’ ‘Tell them [the German mothers] how it happened, and tell them it was I who  did it, Victoire Simon, that they call the Savage. Don’t forget.'† In order to ease her grief, she wanted other mothers to suffer as much as she was suffering. She knew she would be shot for her actions; she was probably counting on it. She could easily have lied. She could have told the German Officer just about any excuse, but she didn’t. What did she have to live for? She had no purpose for living without her husband and son. Her society, by placing limited and ridged identity roles on its women, robbed her of the ability to discover an identity within herself separate from family. Therefore, she did the only thing she could do–take revenge on the closest target and be sure she did not survive the experience. Maupassant, in five short pages, presents a compelling argument for the avoidance of limiting women with restrictive identity roles. Disastrous consequences are all too likely to result from their removal. Consequences that go beyond the death of four soldiers and their murder, the narrator’s friend Serval had his chateau burned down by the Prussians due to Victoire’s actions. If her identity had been broader–if she knew herself outside of societal-imposed roles, she then may have had something to cling to–a purpose in life rather than a kamikaze plan of revenge.

Family Diversity - 2452 Words

Diversity In Families According to Wikipedia, the free encyclopedia, A family consists of a domestic group of people (or a number of domestic groups), typically affiliated by birth or marriage, or by comparable legal relationships-including domestic partnership, adoption, surname and (in some cases) ownership. Although many people (including social scientists) have understood familial relationships in the terms of blood, many anthropologists have argued that one must understand the notion of blood metaphorically, and that many societies understand ‘family through other concepts rather than through genetics.# The families of our nation and our world are steadily changing. While they remain our most valued source of strength and†¦show more content†¦Living Single About a quarter of American adults live alone in America. For some, this is their ideal -- no one to steal the covers, put things away in the wrong place, or say things to annoy you. Others would rather be in a relationship, but havent found the right person, which is sometimes timely and hard to do. Images of single people in books, movies, and television tend to portray one of two stereotypes: either lonely single people leading a miserable existence, or hip, stylish single people leading the perfect urban life. In reality, of course, single hood can intertwine both realities, and neither. It can be hard to be single in a couplist world, where everything from dinner party invitations to tables in restaurants are designed for people in pairs. If youre not married, or at least in a relationship, people may assume theres something wrong with you, that your life is incomplete. It may feel incomplete to you, too -- or you may feel entirely whole and fulfilled. The word single can be confusing, since it can mean living alone, or it can be a legal term for anyone who isnt married. In our experience, most unmarried people who are in long-term relationships dont think of themselves as single. When we use the word, we mean people arent in a significant sexual/romantic relationship (but this definition has problems, too. Gay, Lesbian, Bisexual, Transgender (GLBT) Marriage can mean a lot of different things to GLBT people. RightShow MoreRelatedFamily Diversity2087 Words   |  9 Pagesa) Explain what is meant by the neo-conventional family (2 marks) Chester describes the neo-conventional family as a dual-earner family, in which both souses go to work. It is similar to Young and Willmotts idea of the symmetrical family. b) Explain the difference between expressive and instrumental roles. (4 marks) Expressive - homemaker, usually the females role as it is more caring and nurturing and stating that they should stay at home and be a housewife and not go to work. Read MoreFamily Diversity Essay1762 Words   |  8 PagesA report investigating family diversity What is a family? 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