Assignment 2

*** In a hotel, the front desk is considered the heart of hotel operations. Generally, all hotel guests have some form of contact with the front desk whether they are booking a room, checking in / out, calling on the phone, registering complaints, and / or requesting information. An effective and efficiently operated front desk is very important to the financial success of a hotel.

For this assignment, you are going to conduct a research study on front desk operations and its impact on the financial success of the hotel

Write a five page paper in which you:

*Provide a brief history of how front desk operations have evolved over the last 25 years, including how tasks have changed, evolved, and / or disappeared.

*Provide a step-by-step approach for front desk agents in taking a hotel room reservation for a guest. For each step, describe the actions required, necessary information collected, and the purpose of collecting this information. Finally, document a hypothetical script for a front desk agent to follow when taking a hotel room reservation for a guest (either over the phone or in person).

*Discuss the importance of front desk agents providing excellent guest service for all hotel guests, and how poor guest service can impact hotel operations and hotel profits.

*Determine what roles play in the safety of their guests and the procedures the front desk should follow in order to protect the hotel guests.

*Determine the financial impact of front desk agents NOT effectively managing the billing and guest folio process in a hotel. Provide two (2) detailed examples of mismanagement of billing and guest folio process, and its impact on hotel finances.

*Use at least three (3) quality references.