...A Day in the Life of a Hotel Front Office Manager HTT/250 April 21, 2013 Michael Stutler Appendix B Final Project Daily Schedule Time | Activity | 5:00 a.m. | Arrive at work | 5:30 a.m. | Review night audit | 6:00 a.m. | Compose and send out memos. Contact local law enforcement/Make appointment for 10 a.m. | 6:30 a.m. | | 7:00 a.m. | Emergency meeting/Maintenance Director Executive Housekeeper /Director of Security Re: Air/Laundry/Linens | 7:30 a.m. | Meeting: Security Director/Valet Director/HR Director, F&B Director/ Special Events Coordinator Re: Car Burglaries | 8:00 a.m. | Meeting: Food and Beverage Director Re: Seafood Delivery | 8:15 a.m. | Meeting: Front Office Staff/Valet/Director of Security Re: Road Closure | 9:00 a.m. | Front Office Staff/Controller Re: Poor Registration Process | 9:30 a.m. | Staff meeting | 10:00 a.m. | Emergency air-conditioning arriving/bringing necessary parts for repair. Conference room meeting with car burglary victims and police | 10:30 a.m. | Conference room with car burglary victims and police continued | 11:00 a.m. | Tech Service to repair PMS | 11:30 a.m. | Contact F&B Director/Special Events Coordinator concerning seafood delivery for governor’s daughter’s wedding tonight | 12:00 p.m. | Lunch with hotel general manager | 12:30 p.m. | Lunch continued | 1:00 p.m. | Contact Controller Re: credit card processor issue | ...
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... |There’s Room In the Inn | Copyright © 2009, 2008 by University of Phoenix. All rights reserved. Course Description This course studies the lodging industry, its history, growth, development, and future direction. It covers front office procedures and interpersonal dynamics from reservations through the night audit. The course also examines career opportunities in lodging and resorts. Policies Faculty and students/learners will be held responsible for understanding and adhering to all policies contained within the following two documents: • University policies: You must be logged into the student website to view this document. • Instructor policies: This document is posted in the Course Materials forum. University policies are subject to change. Be sure to read the policies at the beginning of each class. Policies may be slightly different depending on the modality in which you attend class. If you have recently changed modalities, read the policies governing your current class modality. Course Materials Bardi, J. A. (2007). Hotel front office management (4th ed.). Hoboken, NJ: Wiley. All electronic materials are...
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...Departments: As a resort, its blueprints of the interior and architecturehave almost same with hotel. The Front desk, Housekeeping, Engineering and security, Food and beverage, Marketing and sales departments are for the resort’s smooth operation. Front Desk The front office is sometimes referred to as the front desk. In a small, limited-service hotel, the front office may consist, physically, of only that area reserved for guest registration. In a larger property, the front office will consist of many staff members, each responsible for a portion of the office’s management or operation. The duties of Front office are concerning questions on arrivals, meeting times, rates, food and beverage services, directions, transportation services, or whereabouts of the management staff and guests. And it is responsibility for collecting the revenue charged to guests for their rooms, restaurant meals, telephone calls, and a host of other hotel services. When forecasting room demand, accommodating guests, and collecting monies for services rendered, the front office generates a large quantity of data. This is the role of the front office to collect, sort and present these data in way that assists in management decision making. Other roles and responsibilities: Provide friendly and professional customer service at the front desks of the residence halls. Answer phones and respond to inquiries of residents and the general public. Create and issue keys. Sign out games and equipment...
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...Front Office department Front office department is the department that available for guests all the time both all day and all night especially at lobby area. This department is separated to two parts which are lobby area and office so, it needs to use energy at this area 24 hours. The reasons that this department has to available all time are because there are many guests come to check in and out, contact with them and solve the problems for them when they have. Plus, this department has to communicate with others such as housekeeping, reservation and also bell boy. The network resources that they use when contact to others departments and guests which is mobile devices or telephone. One of the duty of front office is bring the guests to their room and advice them about how to use all the equipments and electricity in the room. Moreover, this is the good chance in telling them to save energy in their room. Strength This hotel awareness in saving energy for lighting, air condition, electricity and office material. For lighting, this hotel change all of the light to be lighting Philips to save the energy around counter of front office department and around lobby. The area around lobby of this hotel is not large, so it can save energy due to use the lighting less. Plus, the counter of front office combines to concierge duty, thus it is the good way to save the light because there is only one counter. For air condition,...
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...different types of conflicts in a typical hospitality environment. The following types of conflict are identifiable from the scenario, 1. Conflict between colleagues and ourselves: This can happen due to a wide range if circumstances. In our current scenario there is couple of instances of this type of conflict. Like between Jack and Amanda, as Amanda not-turned up for work two days in a row, so Jack as front office manager will have address this issue with Amanda, which might turned into a conflict. Moreover Jack and Maria (Room division manger) also had conflict regarding Jack’s role in order to rectify some existing problems. 2. Conflict between Work teams: In most of the organizations different work teams work together, and possibility of having conflict quite usual. Like in our current scenario the front office team may have conflict with the Rooms Division team or with back of house. 3. Conflict between Staff and Management: It is a common occurrence in many workplaces. For example in our present scenario, the Front Office Manager having conflict with Rooms Division Manager. Also the Front Desk Receptionist, Samuel having conflict with the Higher Management regarding the cash mishandling. Question 2: List and describe the stages of the conflict in the scenario. Answer 2: Conflicts generally progress through a number of stages unless resolved...
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...is a compulsory subject for all students in Multimedia University which to help the students be confidently prepared and move their steps into real working environment before their graduation. In addition, it is also to help students to have the future opportunity of employment after they graduate. Exposing students to join companies as trainee is to cultivate them on adapting the real-working life. Students will be reviewed by both the company supervisor and faculty supervisor during the industrial training period. Students will be guided by company supervisor, who play an important role in leading the students in completing their training period. Students will gain a lot of experiences and skills throughout the industrial training period. All these valuable experience and skills may not be able to obtain during lectures and tutorials The skills may include presentation, communication, technological as well as disciplinary. During my Bachelor Degree course in Multimedia University, I compulsory to take Industrial training during the last semester of second year in my university life. I was given the chance to complete my industrial training in Golden Palm Tree Resort & Spa Sdn Bhd. My training period took me twelve weeks to complete, which started from 20th February 2012 and ended at 12nd May 2012. The main purpose of this internship report is to record down what I have learned during my training period. This report embody the background of the employer company that I...
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... Crowne Plaza Mutiara Hotel is the hotel what I chosen for my industrial training. The training was started on 04.01.2010 until 21.05.2010.As we know, training is an important process for us to experience a real working life and improve our skill, especially for hospitality students. In my humble opinion, the hospitality study without industrial training is just theory, I appreciated the chance that to be guided and trained by qualified trainers. The reason why I chose Crowne Plaza Mutiara Hotel as my internship placement are the fame of this five stars hotel and the location of the hotel.It is a business hotel which is located at the golden triangle of Kuala Lumpur, near by KLCC and Pavilion Shopping center. I like the working environment. The people there are willing to train trainee and willing to let us leaning. The training department allows me to require to different departments. They provided a good learning and working environment to trainee. The contents of this report are acknowledgement, introduction, Crowne Plaza Mutiara Hotel profile, the departments that I joined and a conclusion. I was gone to four departments during five months training which are Banquet Department, Housekeeping Department, Sales & Marketing Department and Front Office Department. There are some descriptions of every department, my duty and responsibility, difficulties and learning outcome. From my point of view, writing this report is for me to record what I did during the five months...
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...Recruitment Plan and Selection Method | Course Project – Assignment 2 | Qiana C. Weaver – HR 590 | HR Receptionist Job Ad Job Title: | Human Resource Receptionist | Department: | Human Resource | Location: | Orland Park, IL | Description: This position is responsible for performing human resource related duties at the administrative level, answering incoming calls and directing calls to appropriate associates.A teammate in this position must have the ability to: * Perform data entry of payroll including the handling of teammate inquiries regarding payroll, teammate time and attendance maintenance, and time off requests. * Scan and data entry of confidential file documents into on-base employee files. * Answer telephone and direct the caller to the appropriate teammate. * Sign-in and notify appropriate teammates of guest arrival. * Maintain badge system and create replacement badges. * Sort incoming mail by department and prepare outgoing mail for mail carrier. * Create divisional articles and PowerPoint presentations for the company magazine, bulletin boards, and divisional communication tools. * Communicate company policies and practices (as appropriate) to supervisors and teammates. * Organize special projects which may include, but are not limited to; annual holiday events, philanthropy assignments, health and wellness projects and events. | Qualifications: * Have a high school diploma or GED. * Have excellent verbal and written communication...
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...Northern California Sign up for our monthly E-Newsletter Home Local Markets Management Topics Industry Topics Insights Multimedia Events Marketing Programs About Us How an executive coach can help improve employee morale and productivity 03.01.2012 | Northern California Ricci M. Victorio, CSP, Managing Partner, Mosaic Family Business Center As companies continue to try to do more with less, the stress of doing the work of two or more people is taking a toll on employees. And that is making them less productive, less motivated and less likely to do their best work, says Ricci Victorio, CSP, managing partner at Mosaic Family Business Center. “As companies deal with lower budgets and tighten their belts, they are putting ever-greater demands on their employees,” says Victorio. “As an employer, you need to help your employees fill their cups back up, because they are being significantly drained. Whenever you have people being pushed at absolute top levels performing on all 100 cylinders all of the time, they run out of gas. And when they run out of emotional gas, negative behaviors start springing up.” Smart Business spoke with Victorio about how one-on-one coaching with employees can improve morale and help them work better together as a team. What is the value of executive coaching? It can improve morale and provide an internal vision for employees as they ask: What is my value? Why am I here? What am I doing? How can I do it better? Improved morale increases...
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...BTEC QCF HND in Hospitality Management Investigating Rooms Division Submitted to: Chris Maugino Submitted by: Md Rashedul Hasan, Date: 15.08.2011 1 Acknowledgement I would like to give my special thanks to my course teacher Chris Maugino for giving me such kind of excellent opportunity to prepare the interesting assignment and proper guidance to complete this work. I am grateful to my friends for their help and support when preparing this assignment especially in group study. I also give thanks to the manager of Park Plaza Sherlock Holmes who helped me a lot to make my report on interior design successfully. Other staff also helped me that make my report very easy and interesting. They are such a good person and gave me the full information as well as the data to complete this report. Finally, I like to say that, I have prepared this assignment from own experience. I am ready to accept my unwilling errors and omission which belong to me. 2 Table of content 1. Title Page ...........................................1 2. Table of Content.................................. 3 3. Introduction........................................ 4 4. Activity 2..............................................5 5. Activity 3..............................................17 6. Activity 4 ..............................................22 7. Activity 5...............................................28 8. Activity 7..............................................38 9. Activity...
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...MGMT 591: LEADERSHIP AND ORGANIZATIONAL BEHAVIOR COURSE PROJECT J.P.MORGAN CASE STUDY (Source: Google Image) Name: Zaheed Diwan Address: 127 Allerton Drive, Schaumburg, Illinois, 60194. Phone: (310) 357 4218 Email: zzdiwan@hotmail.com Instructor: Mae Hicks Jones Outline: Section | Description | Title Page | Leadership and Organizational Behavior in Action – J.P.Morgan case study. | Introduction | An overview of the organization and my role in it. | Problem Statement | How is any problem identified & analyzed, and how effectively are decisions taken, necessary changes communicated & implemented, to avoid any repercussions? | Analysis | Detailed analysis of the problem statement. * Identification & Analysis of a problem * Effective Decision Making * Identifying and Implementing Changes * Communications | Solutions | Identification and critical evaluation of potential workable solutions to the problem. | Reflection | Statement about how this assignment influenced my personal, academic, and professional leadership and managerial development. | References & Literature Review. | Reference to Scholarly reviews during the analysis. | * Overview of the Organization: (Source: Google Images) The Organization that will be the topic of discussion for this project paper is J.P.Morgan Chase & Co. & Co. (India operations are under J.P. Morgan Services India Private ltd). J.P. Morgan Chase & Co. is a leader in...
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...INTRODUCTION The practicum training is an integral part of the Bachelor of Science in Hospitality Management and Tourism (BSHMT) program of the City College of Tagaytay (CCT). It is intended to provide students learning experiences and the application of knowledge and skills in hospitality industry settings. The practicum is a co-operative education which aims to achieve an effective blend of classroom study and off-campus work experience in hospitality-related industry. The goal of the practicum is to prepare the student for competent and responsible practice. A successful practicum is one that achieves that goal. The BSHMT program of the City College of Tagaytay considers the practicum training to be among the most important professional preparation activities in which BSHMT students participate. Practicum experiences are intended to allow students to synthesize, apply and refine knowledge and skills learned in their academic experiences. In addition, practicum experiences are one of the primary ways in which department faculty members can observe and evaluate the skills of the student. Because of the importance of students’ practicum, the Department requires the student-trainee to prepare a narrative report of his practicum experiences in hospitality industry. This report was based on the student’s training experiences at the following establishments: Taal Vista Hotel, Taj of Tagaytay and Massimos Ristorante Italiano during the second semester of year 2007-2008 in...
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...My Ethical Dilemma in the Workplace Not only are ethics in life important, but ethics in the workplace are also important. Business use ethics to monitor team member behavior, manage moral decisions made by management, and keep the company running legally. Most businesses have a code of ethics that is placed in the hand book for team members to keep. Workplace ethics give guidance for all team members whether they have been in the business industry for a short or long term period of time. Workplace ethics set a strong and professional environment. Good ethics means good business. Discuss an ethical dilemma that you have had to face in the workplace. An ethical dilemma I have faced in the workplace was at my second job. I was a cashier at a local feed and seed store in a small town. Growing up, I was very involved in the 4-H program as well as showing horses competitively across the southern part of the United States. I have a passion for farm animals and thought it would be good experience. The company was owned by a family from Louisiana. He owned two stores in Mississippi and one in Louisiana. The owner was not always able to be at our store and therefore had a store manager. The owner would come in a few days during the week and was there on Saturdays. He never said when he was or wasn't coming and would just randomly show up. We had five team members including the manager. There was two females and three males. Since I was still in high school, this job was part-time...
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...EXECUTIVE SUMMARY Goa Marriott Resort and Spa is located on Miramar Beach facing the Arabian Sea and close to the capital city of Panjim, business and industrial belt and Old Goa with its history and cultural heritage. It is designed to meet the demands of both the business and leisure traveler. The hotel is headed by a General Manager. His name is Mr. Pavithran Nambiar. Under the General Manager, there are only seven departments of Human Resources, Finance, Food and Beverage, Rooms, Sales and Marketing, Engineering and Loss Prevention I got to do my training only in the Bell Desk (a section of the Front Office) and in the Restaurant (a section in the Food and Beverage Department). ORGANISATION STRUCTURE CHART INTRODUCTION TO THE TRAVEL AND TOURISM INDUSTRY Tourism in India has registered significant growth over the years. This has been led by growth in both leisure and business tourism. Rising incomes, increasing affordability, growing aspirations, increasing globalisation, and a growing airline industry along with improvement in travel-related infrastructure have supported industry growth. Tourism holds immense potential for the Indian economy. It can provide impetus to other industries through backward and forward linkages and can contribute significantly to GDP. Travel and tourism is the largest service industry globally in terms of gross revenue and foreign exchange earnings. It is also one of the largest employment generators in the world. It has been a major...
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...Mohamed Mahmoud Hussein 13 Hafez Ibrahim street El Manial, El Roda / 13 El Sheik Al Sharawy , Nasr Road , American Society , El Maadi Cairo City 01024008300. eighte_2011@hotmail.com Date of birth : 05-03-1991 PERSONAL INFORMATION & SUMMARY Marital status: Single Military status: Exempted Graduation date: 06-06-2012 Energetic, ambitious and enthusiastic of maintaining existing client relationships and also generating new ones. Possessing commercial awareness and excellent presentation, verbal communication and organizational skills. Having a ability to meet and exceed targets as well as the relevant administrative, commercial, sales and personnel work experience required for a successful recruitment consultant. CAREER OBJECTIVE To pursue a demanding HR Role within a reputed firm with the approach to take up responsibilities to accomplish organizational goals where in my skills and potentials are being utilized to the maximum; alongside focusing on the scope of enhancing my personal skills & gaining maximum knowledge during my tenure to contribute to the growth of the firm. KEY SKILLS HR Department Startup Employment Law HR Policies & Procedures Staff Recruitment & Retention Employee Relations Benefits Administration Orientation & OnBoarding HRIS Technologies Training & Development Performance Management. PROFESSIONAL EXPERIENCE Assistant HR From 26/11/2013...
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