HTM 280 WK 8 Assignment 2 - The Front Desk

HTM 280 WK 8 Assignment 2 - The Front Desk



In a hotel, the front desk is considered the heart of hotel operations. Generally, all hotel guests have
some form of contact with the front desk whether they are booking a room, checking in / out, calling on
the phone, registering complaints, and / or requesting information. An effective and efficiently operated
front desk is very important to the financial success of a hotel.
For this assignment, you are going to conduct a research study on front desk operations and its impact on
the financial success of the hotel
Write a five to six (5-6) page paper in which you:
1. Provide a brief history of how front desk operations have evolved over the last 25 years, including
how tasks have changed, evolved, and / or disappeared.
2. Provide a step-by-step approach for front desk agents in taking a hotel room reservation for a
guest. For each step, describe the actions required, necessary information collected, and the
purpose of collecting this information. Finally, document a hypothetical script for a front desk
agent to follow when taking a hotel room reservation for a guest (either over the phone or in
person).
3. Discuss the importance of front desk agents providing excellent guest service for all hotel guests,
and how poor guest service can impact hotel operations and hotel profits.

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