Final: a Day in the Life of a Hotel Front Office Manager

Topics: Management, Police, Security Pages: 10 (2560 words) Published: August 16, 2011
Hotel Affluent
Lynn Perrotta
July 22, 2011
M.E. DeFrias

Hotel Affluent
Axia College Material
Appendix B

Final Project Daily Schedule

Time| Activity|
5:00 a.m.| Arrive at work|
5:30 a.m.| Review night audit|
6:00 a.m.6:30 a.m.| Compose and send out memosContact local law enforcement/Make appointment for 10 a.m.| 7:00 a.m.| Emergency meeting/Maintenance DirectorExecutive Housekeeper /Director of Security Re: Air/Laundry/Linens | 7:30 a.m.| Meeting: Security Director/Valet Director/HR Director, F&B Director/ Special Events Coordinator Re: Car Burglaries| 8:00 a.m.| Meeting: Food and Beverage Director Re: Seafood Delivery| 8:15 a.m.| Meeting: Front Office Staff/Valet/Director of Security Re: Road Closure| 9:00 a.m.| Front Office Staff/Controller Re: Poor Registration Process| 9:30 a.m.| Staff meeting|

10:00 a.m.| Emergency air-conditioning arriving/bringing necessary parts for repairConference room meeting with car burglary victims and police| 10:30 a.m.| Conference room with car burglary victims and police continued| 11:00 a.m.| Tech Service to repair PMS|

11:30 a.m.| Contact F&B Director/Special Events Coordinator concerning seafood delivery for governor’s daughter’s wedding tonight| 12:00 p.m.| Lunch with hotel general manager|
12:30 p.m.| Lunch continued|
1:00 p.m.| Contact Controller Re: credit card processor issue| 1:30 p.m.1:45 p.m.| Seafood delivery scheduled from alternate vendorMeet with F&B Director and Executive Housekeeper to prepare for health inspector’s visit| 2:00 p.m.| Health Inspector’s visit|

2:30 p.m.| Health Inspector’s visit continued|
3:00 p.m.| Check front desk/incoming guests and road closure progress| 3:30 p.m.| Contact alternate seafood vendor and thank by the hotel becoming a customer on regular basis| 4:00 p.m.| Meeting with wedding planner for governor’s daughter| 4:30 p.m.| Check on Ballroom status for wedding reception| 5:00 p.m.| Greet governor’s family as they arrive for wedding reception and escort them to their suite| 5:30 p.m.| Contact Special Events Coordinator to double check status of reception readiness| 6:00 p.m.| Write daily report|

As Hotel Affluent’s front office manager, you have a busy Friday ahead of you. You must schedule appointments to meet with hotel department heads and vendors to address Thursday’s problem Axia College Material

Appendix C

Final Project Memo Templates

Complete the following templates in accordance with the syllabus directions.

| Thursday’s Poor Registration Process|
Meeting called by: | Lynn Perrotta, Front Office Manager| Type of meeting: | 9 a.m. Strategy and Update|
Attendees:| Mike Salmon, Controller; Mary Margaret McConnell, Lead Front Office Staff; Alecia May, Spa Services Director; Russ Sandwich, Food & Beverage Director| |
| Agenda Topics|
| Thursday’s Poor Registration Process| |
Pre-meeting notes:|
Meeting concerns the fifty guests delayed in entering rooms due to PMS malfunction. Why did the system malfunction? Can it go offline again?| Credit card processor broken and needs replacement.|

By the meeting at 9 a.m. bring solution to PMS and credit card processor issues, have appointment for technician to repair system ASAP and new processor delivery before today’s check-in.| Suggestions for compensating guests for their inconvenience of a room delay should include something substantial to show our gratitude for their patience while we have a small hiccup in service.| |

Meeting conclusions: Mr. Salmon contacted tech services their scheduled appointment for PMS system repair is at 11a.m. | New credit card processor from Merchant Services scheduled for delivery no later than 12:30 p.m.| Compensation for guests included the choices of Room Service Meal or any Spa Service, $50 maximum. Mr. Sandwich from...

References: Bandi, J. A. (2007). Hotel Front Office Management (4th ed.). Hoboken, NJ: Wiley.
Appendices B, C, D from Axia College Material
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