Assignment on:

Role of Front Ofice in Handling Guest

Complaints and Ensuring Guest Satisfaction.

Submitted to
Rezoana Alam
Lecturer
Department of ITHM
Submitted by
Khan Jayed Akter Bin Raji
ID: 183-007-054
1.0 FRONT OFFICE MANAGEMENT

Every multi-departmental physical business needs to

have a front office or reception to receive the visitors.
Front Office Department is the face and as well as the
voice of a business. Regardless of the star rating of the
hotel or the hotel type, the hotel has a front office as
its most visible department. For a business such as
hospitality, the front office department comes with an
aspect of elevating customer experience with the
business.
1.1 Front Office Department

It is the one of the many departments of the hotel

business which directly interacts with the customers
when they first arrive at the hotel. The staff of this
department is very visible to the guests. Front office
staff handles the transactions between the hotel and
its guests. The staff receives the guests, handles their
requests, and strikes the first impression about the
hotel into their minds.
1.2 Front office department includes

Front Desk
Uniformed services
Concierges
Front Office Accounting System
Private Branch Exchange (PBX), a private telephone
network used within an organization
Basic Responsibilities of Front Office Department
1.3 Following are the most basic
responsibilities a front office can handle.

Creating guest database

Handling guest accounts
Coordinating guest service
Trying to sell a service
Ensuring guest satisfaction
Handling in-house communication through PBX
1.4 Front Office Operations

01. Front-House Operations

02. Back-House Operations
2.0 HANDLING GUEST COMPLAINTS AND ENSURING GUEST
SATISFACTION

2.1 How to handle guest complaint

There is a certain amount of expertise required when
handling customer complaints in a hotel. Most of the
time, the complaint comes to the hotel receptionist,
who should have the skill and knowledge to handle it
effectively.
2.2 Allow the Customer to Speak

It is important that you give a patient ear to the customer

while he is complaining and do not make an effort to
interrupt. The customer is already angry and the
interruption will cause his or her temper to flare even
further. Allow the customer to describe, in detail, the
reason for their unhappiness with the hotel or its
service. The customer may yell and shout, but the
front office staff should never take it personally.
2.3 Your Guests are the Best Advertisement of your Hotel

Hotels should never forget that the best way to advertise

their service is through a satisfied customer. If a
customer is dissatisfied, he will give negative feedback
and bad its services. This will have far-reaching
consequences, as many customers now use online sites
to provide feedback about hotels.
2.4 Respect the Guests whatever they be

Regardless of the customer’s race, language, appearance

or culture, he or she should be treated with respect
and made to feel valued and special. This should be
throughout all departments of the hotel. When you
respect your customers, you will make an effort to
meet their needs, leading them to be satisfied.
2.5 Handle the Complaints Smoothly

When dealing with an irate customer face-to-face or over

the phone, it is important to be professional and
courteous. Using a polite tone and demeanor will let
you show the customer that you are making an effort
to understand the situation and can help in defusing
it.
2.6 Put yourself in your Customer’s Position

If you look at the situation or problem from the

customer’s perspective, you will be able to better
understand their frustration and/or anger. Even if you
are not wrong or not part of the problem, it is
important you issue an apology to the customer.
2.7 Take Responsibility to resolve your Customer’s Problem

As much as possible, you should try to resolve the

customer’s problem. Remember, the customer has
come to you with the hope that you can help them out.
This is the time to show them that you are willing to
aid them.
2.8 Ask the Customer for an Appropriate Solution

Many times asking the customer to suggest an

appropriate solution can go a long way in diffusing the
situation. Also, if the solution is reasonable and you
have the authority, you can immediately act upon it.
2.9 Follow up the Problems with Customers

Once a customer’s problem has been resolved, it is

important that you follow up with him or her to find
out whether he is happy with the solution. This will
allow you to confirm that the problem has really been
resolved and that the customer is now happy with the
services of the hotel.
Thank
You