FOO101-Analyse Front Office Operations - Management Assignment Help

Assignment Task

Task 

Learning Outcomes

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

Context:
The Front Office department is a vital component of the hotel operations and plays an important role in the overall guest experience. Making a reservation is the first opportunity to create a positive impression with potential guests, and often sets the tone for the guest’s stay. The Front Desk acts as an information hub for the hotel, centralising guests’ information, requirements, preferences, as well as financial information. The Front Desk is responsible for disseminating this information to all relevant departments within the hotel. During the reservation process, the Front Desk Agent or Reservations Agent will offer potential guests different accommodation options and prices, and use customer service and upselling skills to match guest needs with the best option. This assessment will allow students to develop the necessary knowledge and skills required to create a reservation using the Opera Property Management System (PMS) while simultaneously providing high standards of customer service.

Instructions:
Students will be required to create two (2) reservations using the Opera Property

Management System (PMS).
1. Students will create their first reservation in Opera using booking information provided by the lecturer. Students will be allocated 10 minutes to complete this reservation. Student will be marked based on accurate data entry skills.

2. Students will role-play a telephone reservation scenario using booking information provided. During the role-play, students will be required to create the reservation in Opera whilst providing quality customer service to the ‘guest’ within the allocated time of 10 minutes.

• On campus students will role-play the reservation conversation during class time with the lecturer acting as the guest. Students are expected to beprepared and attend class in Week 6 on time. Students who arrive late will not be provided with additional time to complete the assessment.
• Online students will be required to submit a video recording of themselves and another participant (friend, family member, colleague etc.) who will act as the guest. Online students will be provided with the reservation scenario information one (1) week before the assessment due date by the lecturer.

3. At the end of the role-play, students will be provided with two (2) examples of guest reservation requests by the lecturer. The students will be required to describe the step-by-step courses of action that they would take to complete the two (2) guest requests (using the Opera Property Management System and other interdepartmental communication tools). Allocated time for this task is 10 minutes.

Additional Instructions (Online students)
Online students will be required to create a video recording for Tasks 2 & 3. Students will submit the file to the learning portal via Kaltura – instructions on how to upload the file are available in the Assessment 1 folder in the learning portal.

Both on-campus & online students will be assessed on the following:

Technical skills

•  Create individual, company and travel agent profiles
•  Create & edit reservations - Create a share reservation
•  Knowledge of rates & packages codes
•  Attach preferences & specials to reservation/profile
•  Create alerts, traces and/or comments
•  Basic Routing knowledge
•  Room allocation
•  Flag VIP’s and loyalty members
•  Provide proof of reservation confirmation

Customer service skills

•  Professional attire and grooming
•  Communicate in a professional and efficient manner with reservations terminology applied
•  Active listening skills
•  Speak in a clear manner using simple language (no jargon)
•  Proactive problem solving skills
•  Ensure guest satisfaction
•  Describe process of cross-departmental communication to meet customer needs

Internal communications knowledge

•  Identify departments to be contacted based on requests
•  Identify a course of action to complete the request
•  Describe the step-by-step process to communicate guest requests (using the Opera Property Management System and other inter-departmental communication tools)

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