HFT 3253 HFT 3253
Popular in RHM Lodging Operation Management
Popular in Resort and Hospitality Management
This 2 page Class Notes was uploaded by Dakotah Tucker on Thursday September 22, 2016. The Class Notes belongs to HFT 3253 at Florida Gulf Coast University taught by Dr. Marcia Taylor in Fall 2016. Since its upload, it has received 4 views. For similar materials see RHM Lodging Operation Management in Resort and Hospitality Management at Florida Gulf Coast University.
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Date Created: 09/22/16
Class Date: 8/35/16 Lodging Operations Management Front Office Operations Learning Outcomes o Explain the responsibilities of the front office manager o Identify front office responsibilities The Front Office o “Hub” “Nerve Center” o Most important functions: Communicates – with guests, employees, and other departments Accounting – charges to guests Front Office Responsibilities o Guest reservations o Registration o Service o Payment o Manage: The Property Management System (PMS) Guest services management Guest Accounting and Date Management o Interdepartmental communications Marketing and sales, housekeeping, food and beverage, banquet, controller, maintenance, security, and HR The Guest Cycle Reservation Arrival Registration Guest incurs charges The Front Desk o Guest first impression (10 feet – acknowledge guest; 5 feet – talk to guest) Neatness, attractiveness, quality, and professionalism o Organization Create a balance between guest flow and employee work o Design trends o Accessibility o POS (interfaced with PMS) * Uniform Services o Concierge o Bell person o Valet (cars & laundry) o Doorperson Telecommunications o Equipment – Private Branch Exchange (PBX) o Call accounting systems o Automatic call dispensing systems o Telephone/room status systems o Internet Property Management Systems (PMS) o Process – reservations, registrations, guest charges, guest checkout, and the night audit o Interfacing (electronic sharing of data) * o Applications Guest Accounting and Data Management o Night Audit o Night auditor reports Service and Hotel Management o Quality Service Consistent delivery of products and services according to expected standards o Service and “moments of truth” Opportunities for guests to form an impression about the organization o Service delivery o Effective guest service Hiring o Empowerment o Total Quality Management (TQM) Rooms Information o Room status terminology – Exhibit 3, page 53 (Custom Edition of FGCU – Lodging Management – HFT 3253)