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In the hotel industry the Front office management has the involvement of reserving bookings in the hotel, registration of guests, maintenance of guest’s account with the hotel. Coordinating with the other departments of the hotel and providing best service to guests.
FRONT OFFICE DEPARTMENT
The FD is the one of the departments of the hotel which has a direct touch with the consumers and clients when they first reach at the hotel. It is the platform which is easily transparent and can be seen and is approachable and carries out most of the necessary work which includes:
Creating guests database
Taking care of guest accounts
Satisfying customer needs
Handling customers complaints
Fronts office department includes:
The Uniformed services
Accounting System of Front Office
Private Branch Exchange ,a private telephone network used in an organization
key success factors in relation to guest satisfaction
Customers always expect there problems and queries to be resolved as quickly as possible and in a timely manner as time is money for the customers.
Customers should be treated good and should be handled with care in a courteous and in a professional manner
Taking charge of a situation even if problem cannot be fixed, make sure the customer does not bounce around trying to find the right person to help.
Empathy has always been the key success in relating to guest satisfaction as it helps to understand the guest in a better way as when we put ourselves into the customer shoe to know and understand them better
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