ACKNOWLEDGEMENT

First and foremost, I thank almighty for keeping me hale and healthy for success
ful completion of the project.
To carry out this research work I have got the help from my parents who have giv
en full support to carry out this research work. They are the one who motivated
and helped for the completion of this project report.
Further, I would like to thank Mr. XXXXX (HR Manager, Taj Varanasi) and their em
ployees who have given full supported and co operated with me to carry out this
research work. Then I would like to thank Mr. XXXX(Manager) who has supported me
to fill the questionnaire and carry on my research work.
I am also thankful to the employees of Taj, Varanasi bank who have supported me.
The HR Manager of Taj Ganges and their employees who have helped me for the pr
oject work by filling the questionnaire.
I express my deepest gratitude to Our Principal Mr. XXXXX for giving me this opp
ortunity to do this project.
I profoundly thank our Head of the Department Dr.XXX M.B.A.,
Ph.D for providing a great opportunity to do this project.
ABSTRACT
The present study was under taken with such a task in mind and it aims at uneart
hing the strengths and weakness of the Front office Department in The Gateway Ho
tel, Varanasi that is prevalent in the organization that sponsored this project
work.
Since organizations exist to achieve goals. The degree of success that individua
l employees have in reaching their individuals goals is important in determining
organizational effectiveness. The assessment of how successful employees have b
een at meeting their individual goals, therefore, becomes a critical part of Hum
an Resource Management. This leads us to the topic of FRONT OFFICE DEPARTMENT.
This project aims at knowing the Front Office . In this project the work all aspect
of the Front Office has been studied.
It also aims at finding out the employee s relationship with the managemen
t.
This survey is done within the organization. The sample size is 110. The
data was collected by administering questionnaire and by adopting direct person
al contact method. The persons met are all employees of the concern.
Collections of data were analyzed and tabulated in a sequential manner a
nd the interpretations are given along with the tabulation. The conclusion and s
uggestions are also given in this report for the improvement of this system in t
he organization.
Contents
Sl. No. Titles Page No.
I
Chapter 1
?
Introduction
?
Literature Review
?
Statement of the Problem
?
Purpose of the Study
?
Scope of the study
?
Objectives of the Study
II
Chapter 2
HR PRACTICES
Objective of HR Practices:Objective of the Project
HR practices of Mahindra & Mahindra

Recruitment and Selection:

The Recruitment Process of MAHINDRA & MAHINDRA
Performance Management System
Training and Development
Job Analysis & Evaluation
III
?
?
?
?
IV
?
?
?
?
?

Chapter 3
Results & discussion with Charts & graphs
Findings
Suggestions
Conclusions
Chapter 4
Appendix
Questionnaire
Bibliography
Joining Report
Weekly Reports

Introduction
In hospitality industry, the front office department is believed as the core of
a hotel, where the guest cycles occurred, encompassing from pre-arrival, arrival
, occupancy until departure. Moreover, the front office department, specifically
the reception desk, is considered a vital unit in generating guest s first impres
sion towards the hotel itself (Baker et al. 2000). A well-organized front office
department is important due to the fact that this particular department is know
n as the largest source of hotel room revenue (Kasavana and Brooks 2009). This p
aper will analyze the front office department and the key factor affecting it in
the actual operation.
The FRONT OFFICE is the nerve center of a hotel. Members of the fron
t-office staff welcome the guests, carry their luggage, and help them register,
give them their room keys and mail, answer questions about the activities in the
hotel and surrounding area, and finally check them out. In fact, the only direc
t contact most guests have with hotel employees, other than in the restaurants,
is with members of the front-office staff.
The Front Office Department comprise of the Reception, Guest Serv
ice Offices, Bell Services, Reservation, Operators, Executive Club, Health and R
ecreation Center and Business Center. The purpose of the Front Office Department
is to provide guests assistance with luggage, transportation, information conce

rning the hotel and the city, and any other service arrangements needed during t
heir stay. Employees of the Front Office Department often provide the first and
last impression of the hotel to our guests. It is therefore vitally important th
at employees display a prompt and courteous attitude to all guests and demonstra
te the excellence in service.
The Front Office Manager who comes under the direct supervision of the Director
of Rooms and supervises the Front Office Department, Important of Front Office,
Department to the Hotel, Hospitality, warm welcome, Often provide first and last
impression. Often have longest contact with guest.
Continuity: Long term service, recognition of repeat guests; remember names, gue
st histories. Acquaint guest with hotel. Sell hotel food and beverage outlets.
Up sell: Suggest deluxe and suites. Smoother over disgruntled guests.
With travel increasing day-by-day, whether it is for business, pleas
ure or for any other reason, there is a mushrooming growth of hotels-big and sma
ll. At the same time there is a demand for people to work in these hotels. Most
people working in smaller hotels learn on the job which proves expensive. Hence
there is a growing demand for trained persons who are able to perform the basic
front office operations in a hotel, efficiently.
Front Office function of a Hotel
The Front Office function of a Hotel is to act as the public face of the hotel,
primarily by greeting hotel patrons and checking in guests.
It also provides assistance to guests during their stay, completes their accommo
dation, food and beverage, accounts and receives payment from guests.
Department is typically composed of
? Hospitality, warm welcome
? Often provide first and last impression.
? Often have longest contact with guest.
? Continuity: Long term service, recognition of repeat guests, remember
names, guest histories
? Acquaint guest with hotel.
? Sell hotel food and beverage outlets.
? Up sell: Suggest deluxe and suites.?
?
Smoother over disgruntled guests.