MA SHIRLEY ANN M.

BEBANCO
BSHM

I. What I know about the hotel front office operations management

In this course i learned a lot specially how to properly posture and proper handling customer
complaints and all about the hotel that we can use in our future work hotel industry.

II. What I research about the current practices in hotel front office in real-life
scenarios/actual industry.

What I research about the current practices in hotel front office in real life is that Hotel Front desk
employees are the face as well as one of the most important departments of a hotel, and their
performance is central to customers’ first impressions of the hotel. Moreover, customers’ first
impressions will influence their satisfaction with the check-in experience and, furthermore, with the
entire stay at the hotel. Therefore, this study aimed to identify the service providers' characteristics
that affect customers’ first impressions.
III. what additional relevant knowledge I gained from this research

 The ability to collect and organize important historical data.

 The ability to survey and understand fields of knowledge.