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. 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). 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. DESIGN AND IMPLEMENTATION OF COMPUTERIZED FRONT OFFICE MANAGEMENT INFORMATION SYSTEM. FRONT DESK MANAGEMENT SYSTEM (A CASE STUDY OF SKY POINT HOTEL, ORON) CHAPTER ONE INTRODUCTION. What factors most influence the formation of these expectations? Among the aspects of expectations that need to be explored and understood for successful services marketing are the following: what types of expectation standards do customers hold about services? Knowing what the customer expects is the first and possibly most critical step in delivering good quality service. The front office largely consists of client-facing roles. Being the prime interface between the hotel services and the guests, the front office is located near the main entrance of the hotel. Customer expectations play such a critical role in the management of front office in the hospitality industry. 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. 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. ... 700k+ research projects; Join for free. 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. 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. Front office managers stated that they should manage the communication process and they have an economic aspect. To examine the gap between customers expectation the role of font office staff. Front office staff play a paticularly important role. 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. Front office area is commonly termed as ‘Reception’, as it is the place where the guests are received when they arrive at the hotel. 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). PROJECT REPORT ON FRONT OFFICE DEPARTMENT in HOTEL. 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. What are the roles of front office in management of customers expectation in the hotel? What is the discrepancy gap between customers expectation the role of font office staff. 4. 1.4 Research Model and Hypotheses H1: Front desk employees’ characteristics have a positive effect on customers’ first impressions of employees. It was a fortuitous location to become versed in the project encompassing eight localities because Darryl has managed to find some space […] 12 lessons I learned about Front Office Management during my first hotel pre-opening adventure… Published on September 22, 2016 September … To examine the gap between customers expectation the role of font office staff. How can a service company meet or exceed customer expectations? ARTS PROJECT TOPICS AND MATERIALS, COMPUTER SCIENCE PROJECT TOPICS AND MATERIALS, BANKING AND FINANCE PROJECT TOPICS AND MATERIALS, PUBLIC ADMINISTRATION PROJECT TOPICS AND MATERIALS, BUSINESS ADMINISTRATION PROJECT TOPICS/MATERIALS. To determine the roles of front office in management of customers expectation in the hotel, 3. Front Office Department is the face and as well as the voice of a business. 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 … The average Office Manager salary in Virginia is $79,571 as of November 25, 2020, but the range typically falls between $67,736 and $92,078.Salary ranges can vary widely depending on the city and many other important factors, including education, certifications, additional skills, the number of years you have spent in your profession. », An Assessment Of Guests Satisfaction Of Service Quality In The Hotel Industry (a Case Study Of Roban Hotel Enugu), The Impact Of Self-service As A Method Of Entertainmening Guests Inthe Hotel Industry, Linkage Between Employee Satisfaction And Loyalty To The Hotel Industry (a Case Study Of Toscana Hotels Enugu. Among the aspects of expectations that need to be explored and understood for successful services marketing are the following: what types of expectation standards do customers hold about services? Public Full-text 1. How much does an Office Manager make in Virginia? This paper reports a research study … Front desk agent, door attendants, bellpersons, and parking attendantshave the oppurtunity to observe all persons entering or departing the premises. 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. Front office managers are currently facing many challenges in managing human resources, revenue management, and safety and security in hotels. What are the roles of front office in management of customers expectation in the hotel? What factors most influence the formation of these expectations? Customer expectationsare beliefs about service delivery that serve as standards or reference points against which performance is judged. It is the first and the last department where a guest interacts. 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. 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. Service quality is the fundamental factor to measure customers satisfaction at the hotel. 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. Front office employees are usually managed through a human resources lens. Managing your front office effectively is often not a primary business objective; but it should be.. Front Office Department plays a vital role in a hotel, and it is the face of a hotel or hospitality establishment. In doing so, they forget about the front page design of their project. 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. When consumers are interested in purchasing services, they are likely to seek or take in information from several different sources. Managers expect their front … Customer evaluation of services, the management need and want to understand the factors that shape them. Statistics show that negative experiences by guests are relayed to their associates far more than positive experiences. 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. Being wrong can also mean expending money, time and other resources on things that do not count to the customer. ...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. So in a finance company or investment bank, front office departments might consist of sales and trading, investment banking, wealth management, and private equity. It is the first point of interaction between the hotel and the guests. If you continue to use this site we will assume that you are happy with it. Front office revenue management & it’s application in the hotel 1. 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. 2. Front office management being an objective oriented subject, involves planning, decision making, innovation, revenue maximisation, controlling and customer focused services. CTRL + SPACE for auto-complete. It is the first and the last department where a guest interacts. For a business such as hospitality, the front office department comes with an aspect of elevating customer experience with the business. Secondly it is seen as a source of infinite information, and third, a problem-solving center. 3. Customer expectations play such a critical role in the management of front office in the hospitality industry. 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. 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. Front office managers stated that they should manage the communication process and they have an economic aspect. What are the roles of front office in management of hotel? It is all about great ideas, people and achievement and therefore requires the mixture of both; art and science. The Role of The Front Office A security program is most effective when all employees participate in the hotel's security efforts. Therefore, it is in view of the above question that this research intends to get its basics. 1. Anecdotally, many companies admit that good front end planning is rare, however it is required for every building project. How much does a Receptionist make in Virginia? In these Front Office roles, you advise clients on deals or help them trade securities, and the clients pay fees to … 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. 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. whether front office personnel can be effective decision makers. Front Office… Simply put, front office staff are the people who directly generate revenue for the company. ), 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. 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. FRONT-VL will ensure highest standards of privacy and data ownership of the individual. department. Secondly it is seen as a source of infinite information, and third, a problem-solving center. What is the level of customers expectation towards service quality of the front office staff? 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. Front Office vs. Middle Office vs. Back Office . H1-2: Front desk employees’ friendliness has a positive effect on customers’ first impression. No: 9, Nwaniba Road, Uyo, Akwa Ibom State,  Nigeria. A STUDY ON THE ROLE OF FRONT OFFICE IN THE MANAGEMENT OF CUSTOMER EXPECTATION. At the end of the study all of the front office managers have concluded that communication problems affect the productivity negatively. Front office tasks. What is the level of customers expectation towards service quality of the front office staff? Front office staff play a paticularly important role. 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. What is the definition of front office? Regardless of the star rating of the hotel or the hotel type, the hotel has a front office as its most visible department. Report copyright infringement or plagiarism, The findings of this study will provide useful information and. The office management information system is the control center 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. What are the roles of front office in management of hotel? On a conceptual level, many firms are divided into three parts: the front office, the middle office, and the back office. Being wrong can also mean expending money, time and other resources on things that do not count to the customer. 4. 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. To meet each project's deadline, the manager may need to overcome delays and hurdles. What role do these factors play in changing expectations? Managers expect their front-office employee to be efficient and contribute to profitability. 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. 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. Being wrong about what customers want can mean losing a customer’s business when another company hits the target exactly. Service quality is the fundamental factor to measure customers satisfaction at the hotel. Front desk agent, door attendants, bellpersons, and parking attendantshave the oppurtunity to observe all persons entering or departing the premises. 1. 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… 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. 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. The hotels have become second home for leisure travelers and second office for business travelers. Abstract During the past decade there have been significant changes in the hotel sector, the marketplace and its operations. Even though strategic managers recognize the importance of the front office in services rendered, they often feel they are caught in a trade off between company policy set by upper management and the realities of the front office. Therefore, it is in view of the above question that this research intends to get its basics. Front office manger responsibilities involve planning, organizing, coordinating, controlling, staffing, leading and evaluating to attain the objectives. The front office has traditionally been thought of as a check-in, check-out point by the guest. 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. 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 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. Industrial Relation and Personnel Management, Get the Complete Project Materials Now! Being wrong can even mean not surviving in a fiercely competitive market. Customer expectationsare beliefs about service delivery that serve as standards or reference points against which performance is judged. To examine the roles of front office in management of hotel, 2. On a conceptual level, many firms are divided into three parts: the front office, the middle office, and the back office. 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 At the end of the study all of the front office managers have concluded that communication problems affect the productivity negatively. The Role of The Front Office A security program is most effective when all employees participate in the hotel's security efforts. Research Design- The research will be descrip-tive and explanatory regarding the various services of the Front Office Department and the satisfaction levels of the guests . Regardless of the star rating of the hotel or the hotel type, the hotel has a front office as its most visible department. Managers expect their front-office employee to be efficient and contribute to profitability. Hotlines: +2348134858390, +2348087262196 For a business such as hospitality, the front office department comes with an aspect of elevating customer experience with the business. Customer evaluation of services, the management need and want to understand the factors that shape them. Companies often expect front office managers to oversee a variety of projects. How can a service company meet or exceed customer expectations? 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. 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. H1-1: Front desk employees’ competency has a positive effect on customers’ first impression. Email: admin@researchprojecttopics.com. To find out the level of customers expectation towards service quality of the front office staff. 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). 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. We use cookies to ensure that we give you the best experience on our website. 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. Project Topics and Materials for Researchers. Content uploaded by Vafadar Rizvanli. 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. 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. The Front Office… The purpose of my research will be to study the problems management face in their effort to avoid 'gaps' in management-employee expectations and perceptions, while in a stage of transforming employees roles. Revenue management & it’s application in the hotel industry Made By: Mudit Grover 2. 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