Topics
a) Examine and discuss the role of Front Office – the Nerve Centre of the Hotel – and compare with other hotel departments.
b) Discuss the arguments against and in favour of hand-written reservation forms in hotels with computerized advance booking systems.
c) The occupancy and the average room rate of hotel YX are lower than the ones of it’s competitors. Discuss: cause, effects and possible solutions.
d) The guest cycle – the entire process from start to end.
e) Front Office also called the “Show Case Window” needs to be clearly explained.
f) Reservation – discuss the practical process and the importance for the hotel.
g) Examine and discuss a well-balanced rate structure of a hotel.
h) The director of sales & marketing is planning a sale trip. In preparation a meeting is held with the Front Office Manager. Prepare an agenda with discussion points for the meeting.
i) Front Office and moments of truth – concept and applications.
j) Establish purpose and content of a training concept for new employees in Front Office.
Part 2: Problem Solving Question
Answer ALL the questions (maximum 20 points). You are the newly appointed Front Office Manager of a 4 star business and convention hotel. The following letter is received at your hotel by the General Manager, who would like you to rectify the problem. Read the letter on the next page and answer the following questions:
1. What are the major problems contained in the letter? (4 marks)
2. What do you think are the possible causes? (4 marks)
3. What matter requires further investigation? (2 marks)
4. State the action that should be taken with respect to the guest. (10 marks)
