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Third is handle the complains. By being calm and confident, you will havea more positive effect. The fact that a customer approaches you should be anindication that he believes you will be able to help and resolve his problem.Forth is ask them for alternatives. Asking the guest what do they suggestas it will make them calm and you will know what do they want to do and askingthe guest will make them feel valued and feel that their suggestions are valued.Fifth is give alternative. It is very much possible that guest may demandunreasonable compensation or service that you cannot comply to. So the staffmust keep calm and neutral and give customers alternatives and suggestions if aparticular service is not available. Try to convince the guest that you have made anote of their suggestions and show your appreciation by telling them that you willask management to implement them as soon as possible.27
Sixth is resolve customer’s problem. As much as possible, you should tryto resolve the customer’s problem. Remember, the customer has come to you withthe hope that you can help them out. Follow up with responsible departments andget suitable results. Then make sure the complaint is settle and guest is satisfied.28
11.0CONCLUSIONFront office management is managing the parts of a hotel such as the front deskstaff and receptionist staff that contact with the guest. E&O Hotel boasts two separatewings but they shared the same organizational structure. Basically, it was segmented intosix divisions which are human resources, food and beverages, marketing and sales,accounting or finance, room division and security or maintenance. In the E&O Hotel, the front office department is segment of room division. Theduties, responsibilities and qualification are very importance for the front officedepartment to operate the hotel. Front office manager play important role in supervise allthe front office personnel and to ensure the proper and smooth operation of thedepartment. Job Description is a descriptive statement that depicts the role, responsibility,scope, and duties of a job. Its emphasis is on the job. For example, the work or task to beperformed, skills needed, responsibilities involved, and relationship of the job to otherjobs. Its outlines the main duties and responsibilities of a given position in a corporation.Next, the uniform and dress code of the front office staff. The hotel had contriveda dress code for the front office staff such as cloth must be work-appropriate, cloth mustbe clean and in good shape, visible tattoos, face piercings, conspicuous jewelry, avoidengaging in any inappropriate activity and attitude. Furthermore, the software system being used by E&O Hotel is OPERA system.OPERA system is the property management system (PMS) that suitable for themanagement of all sizes and types of accommodation facilities. This system makes theprocedure to check-in the guest for the reservation easier.
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Management, Front Office Manager, The Oriental Hotel, The E&O Hotel