Kingdom of

Cambodia
National Religion

Royal University of Phnom Penh

Faculty of Social Science and Humanity
Department of Tourism

FRONT OFFICE MANAGEMENT PROCESS

AND CHALLENGES: AT GREEN PALACE
HOTEL, PHNOM PENH CITY

Research based practicum summited by

Miss. SOUNG Samphors
Supervised by
Lecturer: KIM Siddavis

A Research Based Practicum Submitted in Partial Fulfillment of the Requirement

for the Bachelor Degree in Faculty of Social Sciences and Humanities,
Royal University of Phnom Penh, Department of Tourism

May, 2016
 CHAPTER 1
INTRODUCTION

1.1. Overview of accommodation industry in Cambodia

The number and quality of hotels in Cambodia have escalated considerably in the last few
years with several international hotel brands now joining small guesthouses and local hotels
in the major tourist areas. Some established hotels in Siem Reap and Phnom Penh are now
complemented by international brands. Many local hotels have also upgraded themselves and
expanded to meet the challenges and demands. A few of these local hotels are now offering
five-star standards; some with decors and facilities to put their internationally branded
cousins on their heels.

According to tourism statistic report by Ministry of Tourism (2014) shows that in 2000, the
number of hotels were 240 with 9,673 rooms while guesthouse were 292 with 3,233 rooms.
Moreover, there was a gradual increased in number in 2010 which were 440 hotels with
24,393 rooms compare to guesthouse which grew to 1,087 with 14,512 rooms. In 2014,
hotels were rose up to 554 with 29,729 rooms and guest house rose dramatically to 1,563
with 22,256.

Figure 1: Accommodations statistic by Ministry of Tourism

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1.2. Background of Green Palace Hotel
Green Palace Hotel in Phnom Penh is a top 4 star luxury hotel in Phnom Penh situated in
the heart of historic city of Cambodia. It was designed and built by a team of local designers
and builders to an international standard with the combined concept of comfort and elegant.
It is the perfect choice for both the business and leisure travelers. This hotel was started since
12 October 2012. Green palace hotel was centrally providing ready access to all the attracted
place in Phnom Penh.
Green Palace Hotel features 144 guestrooms including Deluxe room, Deluxe Balcony,
Deluxe Triple/Family, and Suite Room. All guestrooms are spacious and equipped with all
the amenities you would expect for your travel. The rooms are well planned and decorated by
a team of local designer to assure you have a pleasant and comfortable stay. The rooms are
for single or double occupants and you have a choice of view, either the Olympic Stadium or
busy Monivong Blvd. Smoking or non-smoking rooms are available on request. Room rates
are included: complimentary usage of WIFI and internet access, gym, steam, sauna and
buffet breakfast at Green Palace Restaurant start from 6:00am to 10:30am. Features inside a
room we have such as, air-conditioner, working desk, safety deposit box, LCD TV with
multiple channel, IDD telephone, alarm clock, weighing machine, free internet access and
WIFI, In-room mini bar, Tea/coffee making facilities and complementary 2 bottles of
drinking water. Bathroom offer hot and cold water, bathtub, sanitary bags, shaving kit, towel
set, bathrobes, slippers and hair dryer. Operating a 24-hour front desk and 24-hour security
service, Green Palace Hotel providing luggage storage, laundry service, currency exchange,
city tour arrangement and airport transfers/car rental.
Green Palace Hotel Phnom Penh is located in the center of Phnom Penh city and a stone
throw to the renounced Wat Phnom, Central Market, National Museum, Royal Palace, Silver
Pagoda, Independent Monument, Tuol Sleng Museum (S-21), Russian Market or Tompoung
Market) and Phnom Penh Riverside. Moreover, the area is surrounded by restaurants, banks,
book stores, offices, shopping centers and a variety of entertainments. Furthermore, public
transport is conveniently accessible, such as taxis, romoks, and motorcycle taxies. For quality
service were more than just words to the exceptional stuff here, who will look after
individual needs and strive to make you feel at home. Expect a complimentary cool welcome

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drinks on arrival, helpful doormen or bellboy handing guest luggage at the time of arrival or
departure, and attentive reception staff.
Green Palace hotel had offered many activities such as:
1) Leisure activities
Spa and Massage
Good health is worth a pot of gold. Whether you are travelling for leisure or on business;
you must not ignore your health. Get yourself pampered by our professional therapists at
Green Palace Spa and Massage. We have highly skilled massage therapists who have been
well equipped with exceptional technique to promote healing and relaxation as well as a
range of motion to increase great flexibility. Our Professional Standard Spa will not only
eliminate anxiety, pressure, but also it will help reduce fatigue, relieve stress, which is a
powerful factor in your healthcare regimen.
Beauty Salon
Looking pretty and elegant is a wish of everyone. Transform yourself into a more
professional look and walking around with confident. Green Palace Beauty Salon offers
variety of cosmetic treatments for ladies and gentlemen. Our services include skin care, hair
style and treatment, and facial aesthetic.

Fitness Center
We recommend a consistence exercises which could keep you in good shape and
maintain a healthy body. Green Palace Gymnasium is an unparalleled health club for
exercising your body and renewing the spirit. We brought in a state of the art equipment for
both leisure exercising and serious training.
2) Dining and drinking
Caf Lounge
Take a break between your working times or drop by with friends or business partners for
chit chat or business discussion at Green Palace Caf Lounge. We serve a variety of drinks
including coffee, fruit juices, and smoothies. Our bakery is offering a several selection of
delicious breads and cakes. Keep a look-out for special events and promotions and you might
catch a good deals in term of discount or promotion.
Green Palace Restaurant
Enjoy a variety of cuisines prepared by a team of famous chefs for all day dining. We
open for breakfast, lunch, and dinner. We offer authentic foods to make you feel like home.
The menu comprises of Asian and Western cuisines professionally prepare to suit your taste.
Bring your family for a treat and we will make your dining experience an unforgettable one.
Sky Bar

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 Experience the majestic has always been the wish since the beginning of time. Green
Palace Hotel has brought to you a Sky Bar which located on the roof top, 63.80 meters above
ground where you can fulfill your wish of a life time. A romantic dinner in an ambient
beyond description; a variety of cocktails to suit your mood and a stunning city view where
everything seems alive beneath your eyes.
3) Meeting and event
Even though you are planning a small meeting, conference, banquet or a special
company event on the rooftop, Green Palace Hotels banquet specialist will make sure
your event is well-managed from the beginning until the end. We are the only hotel that
has a Grand Ballroom is located on a high floor of a hotel building which, at the same
time, you can overlook the nice view of the city upon the break time.

The meeting room is equipped with hi-tech AV and technical support equipment. We
offer complimentary internet access for all participants who attend the event. The Grand
Ballroom can accommodate up to a maximum of 250 persons in theatre style. For
equipment such as, complete range of stationary is available, LCD projector, projector
screen, podium with microphone, standing and cordless microphone, flip chart and
markers, white board and stage.

Vision:
To be recognizable by service and product quality standard, and to be consistent in
promotion of excellence, novelties and future development.

Mission
The mission of Green Palace Hotel was provide outstanding lodging facilities and service to the
guests. It should address the basic needs and expectation of their guests.

1.3. Problem statement

All department are a key component for hotel growing, especially front office department
plays in the delivery of customers service, as well as make certain providing high standards
of service and hospitality, needs to be honest, smilingly, friendly, proactive, creative, flexible,
responsible and positive attitude all the time. The front office team have to be obliged to
know hotel products knowledge, manual available in each department professionally in all
Front Office related functions. The Front office staffs job to include trying your best to make

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 sure that the guest is satisfied, listening to guests and helping to resolve their issues, so that
they remain happy and loyal. This all essential first impression will be based upon the
welcome and efficiency of check-In process, both of which pertain to the standards in place.
Moreover Green Palace Hotel is complicated with problem such as
1.4. Aim and objectives

The proposal research aim to study about front office management process and its
challenges. In order to achieve this aim, four objectives are mentioned as the following:
1) To identify the existing services provided by Green palace hotel
2) To understand about functions of front office task.
3) To identify the challenges happened in front office department

1.5. Research Questions

In purpose to find our objectives, research questions are pointed out:

1) What are the functions of front office?
2) What are the challenges which occur in front office department?

1.6. Si
gnificant of the study

This research generates the beneficial for the individual researcher, junior generation and
especially the hotel Green Palace about the front office department.

Individual researcher: it is beneficial source for use as secondary data which can help
researcher to develop the concept of front office management to study the practicum
journal. Moreover, researcher can compare the theory and the real practice by reading this
report.
Junior generation: it is also considered as a journal for next generation to study for those
whose interest on front office management. Juniors can read this in order to extend their
knowledge and learn how to write a report.
Hotel: this report is like a mirror for the hotel to see their own strength and weakness
focus on front desk department. Front office is viewed as an important department since it
is a section which contact with customers directly and connect with others department for

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 share information within the hotel. Therefore, this report is a good opportunity for the
hotel to see their own flaw so that they can improve their service for better.

1.7. Le
ngth of Internship and Responsibilities

I was selected to be interned at Green Palace Hotel after two weeks of CV summation and one
round interview. In order to conduct this research based practicum, researcher need to intern as a
front officer at the Green Palace hotel for three month. The period of this internship started from
****Full Operation****
1st March to 122
Requirement=
th
May 2017. The hotel required the authors to work six days a week and 9 hours
Front Office Organization Chart
Current
perManpower
day that = 16 from 6:30 am until 3:30 pm. During this period the researcher was
stared
responsibilities of front office teams are mentioned below:
Front Office Manager
Greeting guests
Handling special requests
AFO Manager (I1) Vacancy (Recruit)
Control on check in and check out system
Night Manager
Providing information to guest
Assigning rooms and dispensing guest room keys
Front Desk & Concierge
Supervisor (MS1)

Vacancy (Recruit) CHAPTER Vacancy

Senior FD/GRO 2 (Recruit)
Concierge (MS1)
Front Desk Supervisor Front Desk Agent
LITERRATURE REVIEW
2.1. Front Office Management
Urgent
Front Desk Agent Recruitment Vacancy (Recruit)
2.2. Duties of(I)
front office department Vacancy (Recruit) Concierge (I1)
Night Front Desk (N1) Guest Relation Agent

Front Desk Agent Night Front Desk (N2)

Bellman (A2) Vacancy (Recruit) Bellman (N1)

Bellman (MS1)
Bellman (A1)

Vacancy (Recruit) Vacancy (Recruit) Driver Driver

Bellman (N3) Bellman (AS1) 6
2.3. Guest cycle stage

CHAPTER 3

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 METHODOLOGY

3.1. Data Collection Techniques

3.1.1. Primary Data
Primary data will be collected by using interview and observation method. An interview
will be conducted by interviewing front office manager, assistant of front officer manager, and
front office employee. Additionally, observation

3.1.2. Secondary Data

For obtain secondary information, researcher try to search on online article as well as
research from front office related books. The relevant concepts, ideas, theories and
research support and were complete this study were taken from different sources
including articles, books, journals, and other tourism research. The following resources
and materials were used to assist this research during the fieldworks.

3.2. Scope of Study and Limitation

This study aim to research about front office management process and challenges
which will need to investigate at the main study filed: Green Palace hotel. To be specific,
this research will focus mainly on front office management, functions, roles and
responsibilities, and constraint of front office operation. The period of practice is for three
months.

3.3. Research ethic

For primary data, all key interviewer such as front office manager, assistant of front
officer manager, and front office employee will be informed about study intention and
will be ask for permission before conducting an interview. Significantly, an interviewee
will use the information which obtain from interviewing for study purpose only.
Moreover, for personal informant of respondents will be asked for permission for cited.
Furthermore, the documents which related to the hotel background and related to
relevant topic will be asked for allowance from the manager of the company. On the other

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 hand, for all secondary data that researcher have used in this research will be cited and
put in reference in order to avoid plagiarism and pay an honor to the authors.

Reference

Bardi, J. (2003). Hotel front office management (3rd ed.). New Jersey: Wiley & Sons, Inc.
Penh, G. (2013). Green Palace Hotel in Phnom Penh, Riverside. Green Palace Hotel in Phnom
Penh | Luxury Hotel. Retrieved 30 March 2017, from http://www.greenpalacehotel.com/home