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The Front Desk

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 or out, calling on the phone, registering complaints, and 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 5–6 pg. 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, 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.
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 how technology has changed guest service and reservations for all hotel guests, and how a lack of guest knowledge of technological changes can impact hotel operations and customer satisfaction.
Determine what roles the front desk plays 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 detailed examples of mismanagement of the billing and guest folio processes, and the impact on hotel finances.

Sample Solution

“It is critical to be clear as to exactly why the internationally diversified portfolio opportunity set is of lower expected risk than comparable domestic portfolios. The gains arise directly from the introduction of additional securities and/or portfolios which are of less than perfect correlation with the securities and portfolios within the domestic opportunity set” (IPTD, no date). It is important to understand a few decades ago it was stated that cross border correlation was low (Grubel, 1968), yet the speed of change in globalisation through information technology and a more connected world, has resulted in more positively correlated stockmarkets between the developed nations. “The level of correlation between the UK and US market is now so high that the usefulness of independent analysis of the larger-cap UK market indices must now be moot” (Eckett, 2013). Campbell and Ammer (1993) find that news about future excess returns is the dominating force behind movements in US stock returns, with news about future dividends and real interest rates being less important. Raddant (2016) noted that following Brexit, the four largest markets were positively correlated. There are more opportunities for negative correlation in developing European countries which serve local rather than global markets. Masuduzzaman (2012), argues that there are short and long term relationships between the UK and Germany markets. Cook (2013) notes the close correlation in the main indices could be explained by medium to large companies being more globally focused and having to rely on international markets. Opportunities for diversification could therefore lie amongst European smaller companies. Typically, this will serve local markets and should therefore not be influenced by political and economic events cross border. The article also highlights that the US, being a larger expanse of land and cultures can shrug of the need to rely on foreign revenues.

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