Retention of guest with reference to reservation system used by the front office of a hotel

Type :

Research papers

Pages :

28 pages

Format :

.doc

Published date :

08/25/2009

Category :

Business & market

Sub category :

Business strategy

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Summary :

Introduction to front office
Reservation department
1. Reception
2. Concierge and bell desk
Introduction to guest retention
1. Methods of guest retention
2. Feedback
3. Suggestion
4. Quality control
Finding customer trends and customer expectation
1. Building customer loyalty
2. Music to guest's ears
3. Electronic locking system
4. Hard wired systems
5. Micro fitted systems
6. Auxiliary guest services
7. Guest operated devices
8. In room entertainment system
9. Guest information services
Introduction to the reservation system
1. Key benefits
2. Reservations
3. Back office management
4. Working of the reservation system
5. Computer based reservation system
6. Central reservation system
7. Central reservation function
Maintenance of the reservation record
New developments
Reservations through the internet
Importance of guest reservation systems
1. The GDS's
2. Internet web sites
3. Who maintains the data about my hotel
4. Targeting a market segment
5. Passenger name record
Stored pricing
Booking hotels
Suggestions
1. Reservations
2. Communication
3. Maintaining accessible features for customers
4. Trends that enhance or hinder accessibility
Conclusion
Bibliography

Abstract

The front office department is the nerve center of any hotel. It is the first view that the guest gets of the hotel and if this place does not create an impression on the guest, then nothing will. It is this department which welcomes the guest to the hotel and arranges for all the required facilities for the guest to make him comfortable. The front office department not only deals with accommodation facilities but also with guest relations. It also does up-selling of the hotel. Marketing is an important front office activity because the front office is a revenue earning department.

The front office is referred to as the brain of the hotel. It plays an important role in the working of the hotel. This department is responsible for the sale of rooms. The maximum revenue is got from the rooms than banquets. Hence it becomes an important responsibility for the front office manager to sell the maximum number of rooms in a day. The front office follows a systematic method of reservation followed by registration and assigning rooms to the customer and acts as continuous source of information to the guest during his stay in the hotel. The front office staff also makes sure that the guests who are in the hotel are given the standard service.