Department Of International Tourism and Hospitality Management

Semester: Fall-2021
Report : 04 (Four)

Course Code : ITHM 1301

Course Title : Industrial Placement

Report On
Job Breakdown & Concluding remarks of
Front Office department (last part)

Submitted To
Shelamony Hafsa
Lecturer
Department of
International Tourism and Hospitality Management

Submitted By
Istiaque Ahmed
ID : 193 031 054

Date of Submission : 26 January, 2022

 Front Office Department
Front office department is one of the most important department for a property. Because it’s the
mirror of the property. It is considered as a nerve centre. This department connects with the guest
directly. The front office department is highly important cause in most cases the front desk is the
first place that a guest will see. In a sense, this department is an introduction to the company.
How successfully the front office department runs is a reflection of the organization skills of the
company as a whole. A good front desk which ensures good relation between the company and
the guests. I am working as a trainee front office executive at Hotel Orion International. As a
kind of employee I am responsible for making the front office task easier and comfortable for the
guest.

In my previous three reports I’ve described my assigned topics. In first report I’ve described
about the property orientation of my working place in front office department at Hotel Orion
International. There I’ve cleared about the details property report of the hotel. In the second
report, I mentioned about the job responsibilities of front office executive. How front office
department works for the hotel and how it connects with the relevant department for making the
environment smooth & work friendly, was described here. In the third report the job breakdown
of front office was mentioned. As a front office staff, how an executive does his works in a
smooth & responsible way was listed here. Job breakdown is much important for completing the
assigned task. Front office terminology, which task are major needed for the responsibilities for
front office. The reservation procedure and regulations were mentioned. In a word, those three
previous reports clarify about the total property’s introduction, job responsibilities & job
breakdown topics.

Basically I didn’t add my personal opinion & suggestions in those report from my point of view.
In this report I want to clarify my ideas, I hope if this ideas are evaluated our property will grow
much than before. Internship is a great opportunity for us to make ourselves for the new
digitalized corporate world. It’s one of the best way for us to learn new things and make us
prepare for our early life.

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 Internship, A great way for learning

As a student, department of International Tourism & Hospitality Management of Primeasia

University I got the opportunity for an industrial placement for four months at Hotel Orion
International, Jashore. It is my first internship. From this valuable opportunity, I have learned a
lot. I am working here as a front office executive. In this internship time help me extend my
practical knowledge about the front office management. My friendly senior colleagues help me
to learn the management system practically. Throughout this internship I have learnt the proper
task in front office management. Every day is a new opportunity for me to get learning
something new things.
I would say that the front office is the most important department in the hotel, it is like the face
of the hotel, and this department is facing directly to the guests. The responsibilities of front
office is not just doing check-in and check-out for the guests, they have to check booking or
make bookings for guests, they have to check the payment, they have to put the guests’
information into system, they have to answer all different kinds of questions that guest ask, not
just in-house guests but also give answer the phone call of others.

From here I have learned that service is the main key of a hotel. Keeping in the contacts with the
honorable guests and solving their needs as soon as possible. That’s one of the major reason
why renowned hotel are open for 24/7. A polite and friendly approach can make a better way. In
here always have to be smiley with a positive vibe. That means being able to keep calm and
“smile and wave” when situations are getting out of hand, not showing traces of frustration,
sadness, or even panic. It’s to master the art of disguise, while disaster and madness are
happening all around you. Believe me, it’s one of the toughest job.
The hotel front desk executive often has to play different roles in terms of considering the
situation such as concierge, bellboy, reservation agent, housekeeper.

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 Recommendation

Problems
There have some types of problems in their organization. These following problems are included
here :
i) Their recruitment process is much lengthy, which consume time and cost of money.
ii)Their sales target is comparatively much which is too toughto achieve, sometimes it creates
frustration among sales people and ultimately they become unmotivated.
iii) There have shortage of front office employee.
iv) The salary structure is not satisfactory for the employee. Sometime they just provide a small
amount of service charge.

Recommendations:

i)Emotion: Give emotion to customer when the service is given.

ii)Grabbing: Instead of consider only the loyal customers, should give further importance to
grab new customers.

iii) Punctuality: Employees should be more careful about their duties. Customer satisfaction is
a big deal, but they should also keep other activities in mind as well so that operational lapses
cannot be occurred.

iv) Taking surveys: More standard surveys can be used in terms of lost customers.

vi) Service Charge: Lessen the service charge according to the affordability of home country
customers.

v) Training Facility: Give free training about other languages for capturing more other
countries customers whose native language is not English.

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 Conclusion

For the assigned task of my ITHM program it is required to finish my entry level position
program from any Hospitality Sector and I felt extremely favored to work with the best
Corporate and one of the biggest lodging at Hotel Orion International, Jashore. As my home
town is at Jashore so it was a easy & passionate decision for me to start my first work at my
areas’ organization. Working in a good association like Hotel Orion International is a wonderful
ordeal for me and directly communicating with the ordinary and VIP visitors were an or more to
build my network and communication skill as marketing major. Inside this multi month of
temporary job program I got the possibility of the corporate culture, work put, work life, etc. The
way of life and the workplace of the Hotel Orion International is altogether different. Specially
the team where I belong, they never treated me as an intern and always considered me as a part
of their internal Family. The Hotel Orion International has constantly underscored on building up
a decent direction framework so as to accomplish its ideal corporate goals. From the birthplace
of the organization, Hotel Orion International has gone to far in achieving these targets by tuning
in to customer's needs, taking progressively exercises from past activities, improving and joining
forces. I hope Hotel Orion International will be rewarded as a best private lodging property in
Bangladesh very soon.

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