How to Improve the Working Efficiency at Front Office in Sheraton Chengdu

Table of Contents
Acknowledgements ………………………………………………………………………………………………. 1

1. Introduction ……..…………………………………………………………………………………………..… 3 2. Analysis of the elements affecting the working efficiency at Front Office 3.1 Characteristics of works at Front Office …………………………………...…………….. 4 3.2 The elements affecting the working efficiency at Front Office ………………... 4 3. LEAN Management in working process at Front Office 4.3 Introduction of LEAN Management ……………………………………………………..…. 5 4.4 Implementation in daily works at Front Office ………………………………….…….. 6 4.5.1 Proposal based on the analysis of guests flow 4.5.2 5S Model – Better Order for More Efficiency 4. Optimize customers’ cognition of Working Efficiency at Front Office (Customer Satisfaction) 5.5 What the customers’ cognition of working efficiency at Front Office ...... 18 5.6 Key elements affecting customers’ cognition and improve the working efficiency in customers’ cognition ….....………..…………………………………………. 18 5. Effective communication for efficient work at Front Office ………..……………..…… 25 6. Conclusion …………………………………..……………………………………………………………..…. 28

References …………………………………………………………………………………………………………… 29
Appendix ……………………………………………….…………..……………………………………………….. 30
CV ……………………………………………………………………………………………………………………….. 36

1. Introduction
Front office, is often called the ‘Face’ of the hotel, always gives the guests the first and the most effective impression of the hotel. Evaluating the working performance of the Front Office normally includes two aspects, efficiency