Assignment: Front Office Operations
Length: 2000 words (+/-10%).
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
d) Apply the full range of Front Office operations including preparation for guest arrivals, welcoming and registering guests, and organising guest departures.
Instructions:
Marriott International Inc. and Accor are two global hotel organisations that have successfully developed multiple brands in an effort to address the needs and expectations of different types of travellers. In this assessment, students are required to discuss the different strategies used by hotel organisations to meet and exceed guest expectations.
Students are required to choose one hotel organisation (either Marriott International Inc. or Accor) and select one luxury and one budget brand from within the organisation. Students will compile a report in which they analyse the differences between the two chosen brands. The report should address the following:
• Provide a brief background on the chosen hotel organisation and each of the two chosen brands
• Explain the differences between the responsibilities of the Rooms Division department in luxury and budget brands.
• Outline the Front Office operations executed at luxury hotels that differentiate these properties from budget hotels. Be sure to consider preparation for guest arrivals, welcoming guests, check-in process, level of service, departure and post departure processes.
• Explain three different channels and tools that hotel properties use to communicate across departments and discuss how each tool contributes to efficient operations and customer satisfaction.
• Identify the target markets for each of the chosen brands and the differing needs and expectations of these customers
• Discuss current strategies each brand uses to provide quality customer service to their target market and propose two additional strategies that each of the brands could implement to increase guest satisfaction.
This assessment must be submitted in compliance with the following:
1. The report must be uploaded to the learning portal. No email or hard copies will be accepted.
2. A minimum four academic (books & peer-reviewed journal articles) & two other sources (newspaper article, trade publications, websites, etc.) must be used. These should be referenced in the APA format, both in-text and in a reference list. References to ‘Wikipedia' or similar unsubstantiated sources will not be accepted.
3. Extensions cannot be granted by the lecturer after the submission date. In the event of serious illness or unusual circumstances, a student may apply for Special Consideration in accordance with the rules and regulations governing this application, but it is important that such requests be made as soon as the circumstance is known.
Format your assignment according to the following formatting requirements:
1. The answer should be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides.
2. The response also includes a cover page containing the title of the assignment, the student's name, the course title, and the date. The cover page is not included in the required page length.
3. Also include a reference page. The Citations and references should follow APA format. The reference page is not included in the required page length.