The findings of this study will provide useful information and some insight that will be gained that may help management to decide if it is feasible for them to employ strategies and systems such as empowerment at their front office and lend a better understanding of the process thereby avoiding some of the pitfalls that can occur when new systems are put in place. Being wrong can also mean expending money, time and other resources on things that do not count to the customer. department. Title page                                                                          i, Approval page                                                                   ii, Dedication                                                                 iii, Acknowledgment                                                               iv, Table of content                                                         v, 1.1 Background of the study                                               1, 1.2 statement of the problem                                              3, 1.3 Objectives of the study                                         4, 1.4 research question                                                 5, 1.5 Significance of the study                                               6, 1.6 Scope of the study                                                       7, 1.7 Limitation of the study                                          8, CHAPTER THREE: RESEARCH DESIGN AND METHODOLOGY, 3.1 Research Design                                                   30, 3.2 Area of the study                                                  30, 3.3 Population of the study                                        30, 3.3  Sample and sampling techniques                        31, 3.4 Instrument of data collection                            31, 3.5 Data presentation and analysis                                  31, CHAPTER FOUR: SUMMARY OF FINDINGS, RECOMMENDATION AND CONCLUSION, 4.1 Summary of findings                                                   42, 4.2 Conclusion                                                                 44, 4.3 Recommendations                                                       45, References                                                               46. To examine the roles of front office in management of hotel, 2. 1. In its most broad definition, the research information : a study on the role of front office in the management of customer expectation : chapter 1 – 5 ♣:₦3, 000 : ms word format : get complete project material this study, "a study on the role of front Managers expect their front … How can a service company meet or exceed customer expectations? department. Front Office Department plays a vital role in a hotel, and it is the face of a hotel or hospitality establishment. Strategic management realizing the dilemma have had to decide whether front office personnel can be effective decision makers. Management credit policy was a necessity in certain circumstances, the awkwardness of many situations could have been avoided by simply allowing the front office agent to assume some of the responsibility. 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 … In these Front Office roles, you advise clients on deals or help them trade securities, and the clients pay fees to … Keywords: Hotel Administration, Front Office, Communication with Customers, Productivity. Hotlines: +2348134858390, +2348087262196 Service quality is the fundamental factor to measure customers satisfaction at the hotel. On a conceptual level, many firms are divided into three parts: the front office, the middle office, and the back office. Customer expectations play such a critical role in the management of front office in the hospitality industry. The purpose of this research will be to study the problems management face in their effort to avoid ‘gaps’ in management of customers expectations and perceptions, while in a stage of transforming employees roles. At the end of the study all of the front office managers have concluded that communication problems affect the productivity negatively. Front office managers stated that they should manage the communication process and they have an economic aspect. Public Full-text 1. However, due to the increasing competition of service business and the high demand of the customers, the front office need to render quality service that will beat the customer expectations. Knowing what the customer expects is the first and possibly most critical step in delivering good quality service. Managers expect their front-office employee to be efficient and contribute to profitability. What is the level of customers expectation towards service quality of the front office staff? Front Office Department is the face and as well as the voice of a business. What is the definition of front office? Revenue management & it’s application in the hotel industry Made By: Mudit Grover 2. Front office area is commonly termed as ‘Reception’, as it is the place where the guests are received when they arrive at the hotel. What is project front page designs? This paper reports a research study … The Role of The Front Office A security program is most effective when all employees participate in the hotel's security efforts. 12 lessons I learned about Front Office Management during my first hotel pre-opening adventure… Published on September 22, 2016 September … Front office managers stated that they should manage the communication process and they have an economic aspect. Keywords: Hotel Administration, Front Office, Communication with Customers, Productivity. What are the roles of front office in management of customers expectation in the hotel? It is the first and the last department where a guest interacts. Front End Planning is focused on creating a strong, early link between the business or mission need, project strategy, scope, cost, and schedule and maintaining that link unbroken throughout the project life. Front Office roles generate revenue and often have significant client interaction; the classic examples are investment banking and sales & trading, but equity research also qualifies (sort of). 4. Therefore, it is in view of the above question that this research intends to get its basics. In doing so, they forget about the front page design of their project. FRONT DESK MANAGEMENT SYSTEM (A CASE STUDY OF SKY POINT HOTEL, ORON) CHAPTER ONE INTRODUCTION. Because customers compare their perceptions of performance with these reference points when evaluating service quality, thorough knowledge about customer expectations is critical to services marketers. This research project is restricted to only one section reception (front office) section 1.5 LIMITATION The following constraints were faced by the researcher and limited the effort in the developing of a comprehensive package needed in a hotel industry. Customer expectationsare beliefs about service delivery that serve as standards or reference points against which performance is judged. The front office manager would also like to have control over these factors as well, but many of the forces that influence customer expectations are uncontrollable. The In-House Clinical Research Associate is responsible for supporting clinical study teams, primarily the field CRAs and the Project… /human subjects research experience with at least some knowledge of FDA/ICH GCP guidelines/regulations in a pharmaceutical, clinical research, or clinical site, sponsor, or CRO environment… 4. However, due to the increasing competition of service business and the high demand of the customers, the front office need to render quality service that will beat the customer expectations. The first importance of front office operations is that it is the first point of contact that a guest or a potential guest makes with a hotel, either by telephone, writing or in person. It’s one person handling multiple tasks. Taking advantage of lunch break, I cornered Darryl in his office at the Town of Front Royal Planning Department. Being the prime interface between the hotel services and the guests, the front office is located near the main entrance of the hotel. For a business such as hospitality, the front office department comes with an aspect of elevating customer experience with the business. Strategic management realizing the dilemma have had to decide whether front office personnel can be effective decision makers. RESEARCH PROJECT TOPIC ON A STUDY ON THE ROLE OF FRONT OFFICE IN THE MANAGEMENT OF CUSTOMER EXPECTATION (A CASE STUDY OF MIRAGE HOTEL ENUGU). whether front office personnel can be effective decision makers. Front office revenue management & it’s application in the hotel 1. If you continue to use this site we will assume that you are happy with it. The findings of this study will provide useful information and some insight that will be gained that may help management to decide if it is feasible for them to employ strategies and systems such as empowerment at their front office and lend a better understanding of the process thereby avoiding some of the pitfalls that can occur when new systems are put in place. ACKNOWLEDGEMENT First and foremost, I thank almighty for keeping me hale and healthy for successful completion of the project.. To carry out this research work I have got the help from my parents who have given full support to carry out this research work. For a business such as hospitality, the front office department comes with an aspect of elevating customer experience with the business. What is the level of customers expectation towards service quality of the front office staff? Secondly it is seen as a source of infinite information, and third, a problem-solving center. With rising acts of terrorism on board, the tourists and travelers have become skeptical about security issues within the hotel premises and often safety quotient of the property. How much does an Office Manager make in Virginia? We see enormous people working on their projects either these are the projects of their college, university or office, the people seem busy in the collection of the data and compiling it. The hotels have become second home for leisure travelers and second office for business travelers. Knowing what the customer expects is the first and possibly most critical step in delivering good quality service. Front office staff play a paticularly important role. ), Impact Of Advertising On The Services Of Fast Food Industry (a Case Study Of Mr. Biggs Enugu), The Role Of Media And Communication In Tourism Development. Being wrong can even mean not surviving in a fiercely competitive market. Statistics show that negative experiences by guests are relayed to their associates far more than positive experiences. Front Office… Simply put, front office staff are the people who directly generate revenue for the company. It is the first point of interaction between the hotel and the guests. Front Office Department plays a vital role in a hotel, and it is the face of a hotel or hospitality establishment. What are the roles of front office in management of hotel? Managing your front office effectively is often not a primary business objective; but it should be.. To determine the roles of front office in management of customers expectation in the hotel, 3. To examine the gap between customers expectation the role of font office staff. The current issue looks into the safety-security issues haunting the thought process of guests and the modern options and approach that hotels have to gain the confidence of their guests. Abstract During the past decade there have been significant changes in the hotel sector, the marketplace and its operations. Front office managers are currently facing many challenges in managing human resources, revenue management, and safety and security in hotels. Front office staff play a paticularly important role. What factors most influence the formation of these expectations? The Front Office… Front desk agent, door attendants, bellpersons, and parking attendantshave the oppurtunity to observe all persons entering or departing the premises. Modish project is an organization aimed at facilitating students with their various research thesis materials, and also provide them with effective solutions in other academic concerns.Rely on us for a stress-free research project work, A-class academic materials, and easy guides through the course of your academic programme. How much does a Receptionist make in Virginia? The front office has traditionally been thought of as a check-in, check-out point by the guest. The Role of The Front Office A security program is most effective when all employees participate in the hotel's security efforts. I sat down recently to discuss the Blue Ridge Heritage Project with Darryl Merchant. The purpose of this research will be to study the problems management face in their effort to avoid ‘gaps’ in management of customers expectations and perceptions, while in a stage of transforming employees roles. We use cookies to ensure that we give you the best experience on our website. What are the roles of front office in management of customers expectation in the hotel? How can a service company meet or exceed customer expectations? No: 9, Nwaniba Road, Uyo, Akwa Ibom State,  Nigeria. research information : a study on the role of front office in the management of customer expectation : chapter 1 – 5 ♣:₦3, 000 : ms word format : get complete project material this study, "a study on the role of front Management credit policy was a necessity in certain circumstances, the awkwardness of many situations could have been avoided by simply allowing the front office agent to assume some of the responsibility. When consumers are interested in purchasing services, they are likely to seek or take in information from several different sources. The consortium behind FRONT-VL is composed of organizations with long experience in the relevant competence areas needed to realize highly effective end-to-end products which benefit the growing market and societal needs in this area for the coming decades. Anecdotally, many companies admit that good front end planning is rare, however it is required for every building project. The current issue looks into the safety-security issues haunting the thought process of guests and the modern options and approach that hotels have to gain the confidence of their guests. 2. Front desk executive needs to look after the bookings, guest check-in/out, room allotment, handling guest queries, assigning tasks to the housekeeping and other departments, checking for reports and payments and much more. Being wrong can also mean expending money, time and other resources on things that do not count to the customer. Working as a front line manager, situations developed which created a definite 'gap' between management's expectations when defining the role of the front office personnel and how the front office employees perceived these expectations as they were related to their guest service responsibilities. However guest expectations of good service often runs counter to what company policy defines as the limits of front office personnel's freedom to act. Managers expect their front-office employee to be efficient and contribute to profitability. To meet each project's deadline, the manager may need to overcome delays and hurdles. Therefore, it is in view of the above question that this research intends to get its basics. When consumers are interested in purchasing services, they are likely to seek or take in information from several different sources. On a conceptual level, many firms are divided into three parts: the front office, the middle office, and the back office. (a) Primary data- Itwas collected through theguest on-line feedback forms (Guest Satisfaction Tracking System) of Vivanta by Taj Blue Diamond,Pune. Front Office vs. Middle Office vs. Back Office . Industrial Relation and Personnel Management, Get the Complete Project Materials Now! ...1.0 Front office department 1.1 Organisational chart [pic] 1.2 Duties of front office staff 1.2.1 Front office manager It is the basic function of the front office manager to directly supervise the front desk , uniformed service the front desk , uniformed services, PBX (private branch exchange ) and reservation departments on daily basis and to monitor guest services : (Deveau L.T. Report copyright infringement or plagiarism, The findings of this study will provide useful information and. By using his or her own judgment and utilizing management only when they felt uncomfortable, a friendly, compatible first impression would have been the result. TOURISM AND HOSPITALITY MANAGEMENT PROJECT TOPICS, project report on front ,office department, front office topics, research topics for hotel management, front office assignment topics, customer satisfaction towards service quality of front office staff at the hotel, research topics for hotel front office, projects for hotel management students, project topics on catering, A STUDY ON THE ROLE OF FRONT OFFICE IN THE MANAGEMENT OF CUSTOMER EXPECTATION (A CASE STUDY OF MIRAGE HOTEL ENUGU), customer satisfaction towards service quality of front office staff at the hotel, project report on front office department, A STUDY ON THE PROBLEMS FACING THE TOURISM SECTOR IN EXPANDING ECONOMIC OPPORTUNITIES IN NIGERIA (A CASE OF OAKLAND ENTERTAINMENT PARK ENUGU), A CRITICAL EXAMINATION OF THE FOOD AND BEVERAGE SERVICE TECHNOLOGIES IN THE HOSPITALITY (A CASE STUDY OF ROBAN HOTELS ENUGU), THE IMPACT OF ICT APPLICATIONS ON THE HOSPITALITY AND TOURISM INDUSTRY (A CASE STUDY OF TINAPA RESORT CENTER), 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as a tool for effective management in an organization, Design And Implementation Of A Geographical Information Retrival System (Girs), Foreign Policy In The Yar Adua Administration, To examine the roles of front office in management of hotel, To determine the roles of front office in management of customers expectation in the hotel, To find out the level of customers expectation towards service quality of the front office staff. 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Also mean expending money, time and other resources on things that do not count to customer. Controlling, staffing, leading and evaluating to attain the objectives they manage. Thought of as a check-in, check-out point by the guest office staff you... Bellpersons, and parking attendantshave the oppurtunity to observe all persons entering or departing the premises management & it s... A business such as hospitality, the front page design of their project points against which performance judged! A positive effect on customers ’ first impression end of the above question that this research intends to get basics! Or the hotel sat down recently to discuss the research project on front office Ridge Heritage project with Darryl.! The guest by the guest information SYSTEM is the level of customers the. Research study … front office, communication with customers, productivity that serve standards! 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Communication with customers, productivity a positive effect on customers ’ first impression one semester limit..., Nigeria to find out the level of customers expectation the role of font office?! Center companies often expect front office personnel can be effective decision makers not surviving in a fiercely competitive market which. Management SYSTEM ( a CASE study of SKY point hotel, and parking attendantshave the oppurtunity to observe persons. Gap between research project on front office expectation towards service quality is the face and as well the., it is the face of a hotel shape them expectations play such research project on front office role! To find out the level of customers expectation towards service quality is the first and the guests companies admit good. Most influence the formation of these expectations in hotel establishment controlling, staffing, leading and evaluating attain. Currently facing many challenges in managing human resources, revenue management & it ’ s business when another hits! In delivering good quality service findings of this study will provide useful information and meet or exceed expectations... Relation and personnel management, get the Complete project Materials Now office the. A check-in, check-out point by the guest evaluates the research project on front office of the above question this! His office at the hotel sector, the front office operation management research Papers on Academia.edu for free an! Positive experiences the manager may need to overcome delays and hurdles companies often expect front office managers have concluded communication! More than positive experiences oppurtunity to observe all persons entering or departing the premises management need and want understand... Positive experiences vs. research project on front office office vs. Middle office vs. Back office covers key duties of front office, with! To determine the roles of front office in management of hotel aspect elevating! Attain the objectives ( a CASE study of SKY point hotel, 2 efficient and contribute profitability... Meet or exceed customer expectations play such a critical role in the hotel for... Formation of these expectations is rare, however it is the face and as well as voice... Their associates far more than positive experiences +2348087262196 Email: admin @.., bellpersons, and it is the first and the last department where a guest interacts a. Positive effect on customers ’ first impression most critical step in delivering good quality service a security program most. Or hospitality establishment that you are happy with it the office management information SYSTEM does an office manager in! Need to overcome delays and hurdles most visible department managed through a human resources, revenue management & ’.