Zarate, Yvan P.

HM 303

Video 1
A. What are the challenges of a reception manager as discussed in Video 1? In your perspective, which
skills or competencies are needed as a front office staff to overcome such challenges?

According to a Hosco T.V. interview with Ben Dalton, the Reception Manager at the Ritz Hotel in London,
the obstacles include establishing a sense of trust and familiarity with guests, as well as maintaining
security. Monthly and annual budget targets are met, and tight requirements are met. Obtaining the
finest level of service possible, Knowing the entire responsibility of a Front Desk Staff, which would make
him or her feel completely at ease with any question that might be posed to them, the moment when
Mr. Dalton is about to face his entire staff members and conduct a meeting where a lot of questions are
thrown at him, which he describes as challenging because he must sound like he knows what he is
saying when answering those questions and consultations of his staffs,

B. As discussed in Video 1, explain your standpoint on training internal manpower for potential job
promotions instead of hiring someone externally, particularly in the front office department.

Internal training provides the advantage of ensuring that he or she is capable of doing their duties, but
there are also drawbacks to not hiring outside because individuals who will hold that function have a
great deal of responsibility.

Video 2
C. As shown in Video 2, which job position ignites your interest the most? Discuss the roles of your
chosen hotel personnel.

The Guest Service Executive post has piqued my curiosity. A Guest Service Executive creates experiences
for their guests; they are in charge of the guest's check-in and check-out, as well as introducing them to
new destinations and suggesting dining options.

D. What other job positions who collaborate with the front office department are not shown in Video
2? Discuss at least two (2) with their corresponding responsibilities.

Cashier collects money from guests for their hotel accommodations as well as any additional fees they
may incur during their stay, such as parking, valet, room service, and phone or computer use fees.

A night auditor is in charge of servicing clients with their evening requests and balancing accounts
from the day shift. They check in late-arriving guests, respond to requests, and collect reservations. All
accounts are reconciled, invoices are processed, and paychecks are prepared by the night auditor.