CHAPTER ONE

 INTRODUCTION

• Introduction

The major responsibilities of the front office manager include reviewing the final draft of the night audit, a daily review of the financial accounting procedures at the front desk and other guest service areas during the previous 24-hour period and an analysis of operating results; operating and monitoring the reservation system; developing and operating an effective  communication system with front office staff and other department directors; supervising daily registrations and checkouts; overseeing and developing employees; establishing in-house sales programs at the front desk; preparing budgets and cost-control systems; forecasting room sales; and maintaining business relationships with regular corporate and community leaders. The front office manager works with an assistant front office manager, a night auditor, a reservations manager, and a bell captain to tend to the details of running an efficient department. These are just a few of the responsibilities of the front office manager. The front office is a pivotal point in communication among in-house sales, delivery of service to the guest, and financial operations. The position requires an individual who can manage the many details of guest needs, employee supervision, interdepartmental communication, and transmittal of financial information. The person who holds this exciting position can develop an overview of the lodging property with regard to finances and communication.

1.1 Theoretical Background

The front office plays a pivotal role in delivering hospitality to guests. It sets the stage for a pleasant or an unpleasant visit. Guests, often in an unfamiliar setting and wanting to proceed with their business or vacation plans, are eager to learn the who, what, when, where, and how of their new environment. Requests for information often begin with the porter, bellhop,  front desk clerk, cashier, or concierge, because these employees are the most visible to the guest and are perceived to be the most knowledgeable. These employees are believed to have their finger on the pulse of the organization and the community. Their responses to guests’ requests for information on public transportation, location of hotel facilities, special events in the community, and the like indicate how well the hotel has prepared them for this important role. Front office managers must take an active part in gathering information that will be of interest to guests. They must also be active in developing procedures for the front office to disburse this information.

One of the major aspects of front desk management is reservation. According to Wikipedia (2012) a hotel reservation system also known as automated hotel reservation system is a computerized system used to store and retrieve information and conduct transactions related to reservation or booking. Originally it was only applied by airlines but now automated reservation systems have extended to hotels and travel agencies. For hotels, an automated front desk management system is an assistance to manage marketing and sales. Rates and availabilities can be seen by all sales channels that are using the system from a server and this is why it is sometimes called central reservation system. Automated front desk management system enable hotel managers to control and monitor front desk operations.

With due consideration to the numerous benefits offered by the computer system and the internet, it is imperative that business organizations such as hotel industries take advantage of the computer system and internet so as to reach more clients, gain more patronage and to be know globally. With dynamism in the information technology world, it is important that customers are offered convenient and accessible services to enable them stay at edge among other competitors that are also taking advantage of information technology to enhance their business operations. It is in view of this need to digitize hotel operations that this research study is carried out to develop a front desk management solution.

1.2 Statement of Problem

They are so many problems faced by many hotel industries, ranging from low patronage to poor record keeping methods. The front desk managers do not have an effective system to co-ordinate the operations of its different units. The manual system of leaving information in a booklet is still being used and this limits the way information is retrieved. Management cannot get relevant information of customers without the booklet. This constitutes a serious problem to management because information is not handy. In addition, the front desk is the most vital aspect of every hotel and there are usually multiple errors in the way billing and other customer records are computed and handled. These problems and many more constitutes the reason this research work is carried out.

1.3 Aim and Objectives of the Study

The purpose of the study is to develop a front desk management solution that will enable front desk units carry out their operations effectively so as to provide reports when needed, instantly.

The objectives are:

The following are the objectives of the study

• To develop a front desk management solution for Sky point hotel Oron
• To showcase the relevance of front desk management solution in hotel industry
• To present the role of front desk management in interdepartmental communication in hotel industry.
• To present the responsibilities of front desk managers
• To provide information about how computers are adopted to manage hotels.

1.4 Scope of the Study

This study covers the development of front desk management solution for sky point hotel, Oron. It covers the only the activities of front desk management in a hotel.

1.5 Significance of the Study

The significance of the study is that it will help bring provide a more efficient method of recording front desk operations, it will provide solution to the problems faced in front desk management of hotel, it will bring to light the sole responsibilities of front desk managers. The study will also serve as a useful resource material to other researchers seeking for information on the subject of front desk management.

1.6 Organization of the Research

This research work is organized into five chapters. Chapter one is concerned with the introduction of the research study and it presents the preliminaries, theoretical background, statement of the problem, aim and objectives of the study, significance of the study, scope of the study, organization of the research and definition of terms.

Chapter two focuses on the literature review, the contributions of other scholars on the subject matter is discussed.

Chapter three is concerned with the system analysis and design. It analyzes the present system to identify the problems and provides information on the advantages and disadvantages of the proposed system. The system design is also presented in this chapter.

Chapter four presents the system implementation and documentation. The choice of programming language, analysis of modules, choice of programming language and system requirements for implementation.

Chapter five focuses on the summary, conclusion and recommendations are provided in this chapter based on the study carried out.

1.7 Definition of terms

Front Desk: Desk at entrance of building, a reception desk or information desk near the main entrance of a building

Management:  The organizing and controlling of the affairs of a business or a sector of a business

Reservation: Arrangement made beforehand, an advance booking.

Hotel: A building or commercial establishment where people pay for lodging, and where meals and other facilities such as conference rooms are often available.

Booking: An arrangement by which something such as theatre seat or hotel room is kept for somebody’s use at a specific time.