STUDY CASE IN FRONT OFFICE POLICY DEPARTMENT ESPECIALLY RECEPTION SECTION

There are 7 sections in Front Office Department

they are Reception section, Reservation section, Information section, Telephone Operator, Uniformed section, Front Office Cashier, and Guest Relation.

These sections have 3 main headmen in Front office department

They are FO Supervisor, FO Chief and FO Manager.

Each section has each headmen

Now, i’m talking about Reception section in FO Department.

Receptionist acts as Operational staff, Reception Supervisor acts as First Line Management, Reception Chief acts as Second line Management, and Reception Manager acts as Third/Top line management in Front Office Department.

Policies for Front Office Staff in Reception section  :

a.       Receptionist                    :  is a Front office attendant who work helping the guests make a registration and give some information.

b.      Reception Supervisor     :  is a Front office Supervisor for reception section who work making schedule for receptionist and help the job of receptionist.

c.       Reception Chief                :  is a Front office Chief for reception section who work making schedule for supervisor and manage and supervise the job in reception section.

d.      Reception Manager        :  is a Front office Manager who work managing and supervising all reception section activities and responsible of it.

Study Cases for Front Office Staff in Reception section  :

a.       Receptionist                       :  Receptionist makes a mistke in handling registration process for Group guests, then the receptionist should  forgive and then make a new registration. Because group guest consists of many individual that if there’s a mistake on one person means mistakes for many persons. It means there will be bad impression to the guests.

b.      Reception Supervisor       :  Supervisor makes a mistake in making receptionist schedule that causes absent for a receptionist means disturbing job activity in Front Office specially reception section that will have bad impression to the guest.

c.       Reception Chief              :  A Chief make a mistake in managing job of reception section causes bad service to the guest because job system in reception section must have a good supervising for make a good srevice in order the first impression is good too for the guest.

d.      Reception Manager        :  Manager reception makes mistake in managing front office system means all job system and activity from the bottom to the top level must be bad. Because as a heart of the hotel Front office manager in reception section must have a good strategy to make good management for its section.

Study case for Front Office Department in Reception Section Overall  :

                There is a guest who come from abroad said France. He is an individual guest named Rafi Alkatir a guest with reservationi. After come to the hotel he wants to check in, but there’s only one reception that is handling the guest, so he’s waiting and keeps waiting for the registration. (why there’s only one receptionist? Because there’s a mistake in handling schedule)

Then during the registration process, the receptionist makes a mistake in name colum, then mr. Rafi get angry because of it. (why the guest get angry? because in the name colum should be family name)

Then the registration process have a mistake in room required. It should be suitable as the guest required. Then mr. Rafi get the more angry and decides to talk to the manager about the problem.

After that he decides to move to another hotel.

                The conlusion is Reception section msut have a good system from the Top level to the bottom level and must have a good skill in hadling the guest. Because, if there’s a bad service, the guest will never come back to the hotel.

And as heart of the hotel, Reception Section have a big responsibility to keep a first good impression.