FOO101-Front Office Operations Case Study Report – Management Assignment Help

Assignment Task

Task 

Front Office Operations

Learning Outcomes

a) Explain the role of the Rooms Division Department within a variety of hospitality properties.
b) Describe the relationship between the front office and the other hotel departments, and the tools required to facilitate this relationship
c) Analyse the key success factors in relation to guest satisfaction
d) Apply the full range of Front Office operations including preparation for guest arrivals, welcoming and registering guests, and organising guest departures

Context
Hotels regularly receive feedback from guests regarding their stay and the quality of service that they received. However, guests are more likely to provide negative feedback than positive feedback, particularly when writing online reviews. Given this, it is critical for a hotel to analyse the feedback received, determine underlying causes of issues, and provide a high level of service recovery to ensure guests are retained and the reputation of the establishment is upheld. Hotels also need to identify common causes of guest dissatisfaction and develop strategies to eliminate these. The Rooms Division team often leads service recovery; however, this is not possible without communication and collaboration with other hotel departments. This assessment allows students to develop the ability to identify the key factors in achieving guest satisfaction, as well as issues that can contribute to guest dissatisfaction.
Students will learn how to develop service recovery strategies across the hotel and how to communication effectively with hotel departments in order to provide a positive guest experience. Students will also look to the future and consider how common causes of guest dissatisfaction can be minimised or eliminated.

Instructions
Two negative guest reviews will be provided to students by the learning facilitator. Students are required to compile a report in which they analyse these guest reviews and develop service recovery strategies. Students will also need to highlight how collaboration between the Rooms Division team and other hotel departments is key in ensuring guest satisfaction.
Relevant theoretical concepts must be referred to and referenced appropriately throughout the report. For example, service recovery models, complaint handling models,
communication models, customer service theory, key success factors that drive positive guest experiences, etc.

Within the report students should:
Outline how two (2) of the following key success factors contribute to hotel guest satisfaction:

• Teamwork
• Communication
• Customer service
• Service recovery

For each of the two (2) negative reviews provided:

• Identify the underlying causes of guest dissatisfaction.
• Propose service recovery actions that the Rooms Division team should take to resolve the issues.

Choose two (2) stages in the guest cycle:

• Suggest two (2) customer service strategies that the Rooms Division team could take to retain these guests during each of the chosen stages.
• For each strategy provided, outline the other hotel departments that would need to be involved and tools that you would use to ensure effective communication between these departments.

You have noticed that a number of similar guest complaints continue to arise at the hotel. Recommend two (2) further actions that the Rooms Division department could implement (in collaboration with other hotel departments) to minimise the likelihood of similar issues occurring in the future.

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