UNIVERSITI TEKNOLOGI MARA

FACULTY OF HOTEL AND TOURISM MANAGEMENT

FRONT OFFICE MANAGEMENT

HTH427

GROUP ASSIGNMENT
PART 2 : CASE STUDY

PREPARED BY:

HASNAN BIN AMAT SENIN 2021252394

NUR FADIAH IZZATI BINTI MOHD DARUS 2019398813
NUR SHAYLA IMANI BINTI MATHAIAS MORISION 2019743765
NURUL FARHANA HARNANI BINTI MOHD NOR
2022214666
AZMI
RUSHAIRI BIN ANI 2021581349
YUSMANISAH BINTI YUSOH 2019990853

PREPARED FOR:
MOHD NOOR ISMAWI BIN ISMAIL

GROUP:
NHMH2A

SEMESTER
MARCH 2023 – AUGUST 2023
TABLE OF CONTENT

CONTENT PAGE NUMBER

Case Study 1: Reservation: A Massive Game of Jigsaw

Puzzle

Case Study 2: Serious Flaws in Hotel Check-in

Case Study 3: We Don’t Use the Same Currency

 Case Study 1: Reservation: A Massive Game of Jigsaw Puzzle

On 15th May, Amir, the reservation officer of Hotel Seri Muka received a call
from a guest, Mr Zahin who requested to book a room. The guest requests a room
on the 3rd of October 2021 for 4 nights. The number of guests is four pax. Mr Zahin
also requests two rooms.

The following is the updated room inventory data:

Notes:

a) The colored area showed room blocking.

b) The capacity for a standard room is 2 pax maximum, suite 4 pax maximum

c) Standard rooms (101,102,103,104) are equipped with twin bedded, while the
rest of the standard rooms are equipped with a double bed

d) All-suite rooms are two-bedroom suites (one bedroom with twin bed and one
room with double bed for Suite 107 and 108: two bedrooms with two double
beds).

Questions:

a) Based on the room inventory, assist Mr Zahin with the room selection.
b) Looking at the booking horizon (room inventory), help Amir to propose
appropriate strategies that can optimize both occupancy and revenue of Hotel
Seri Muka.
 Case Study 2: Serious Flaws in Hotel Check-in

Mr Nazrin, general manager of Hotel Bunga Raya and Mr Iskandar, the front
office manager is reviewing the statistics from a recent customer comment card
summary. The report revealed serious service deficiencies during check-in which
includes slow check-in, delay getting room even the guests have arrived past
standard check-in time and guests are not assigned the room they thought they
booked. Stunned by the alarming statistics, both Mr Nazrin and Mr Iskandar know
they must come up with strategies to rectify only there is a serious flaw during check-
in.

Questions:

a) Based on the case given, what are the possibilities of flaws during hotel
check-in?

After reviewing the customer comment card summary, it is evident that there are
serious flaws in Hotel Bunga Raya's check-in process. In order to ensure that
customer service remains a priority, the following strategies can be implemented:

1. Train Staff

The slow check-in and delay in getting rooms could indicate a lack of training for the
front office staff. Providing training on effective communication, time management,
and problem-solving can ensure that guests feel welcomed and their needs are
addressed promptly.

2. Streamline the Process

Guests should not have to wait for an extended period before receiving their room
keys. Streamlining the check-in process through the use of technology such as
mobile check-in or self-serve kiosks reduces waiting times for guests and makes
their experience more convenient.
3. Improve Room Assignment Procedures

Guests not receiving the room they thought they booked is a serious concern. Hotel
Bunga Raya can improve the room assignment procedure by confirming room
preferences during the reservation process, double-checking during check-in, and
ensuring that guests receive the room they booked.

4. Obtain Feedback from Guests

Obtaining feedback from guests through customer surveys or post-stay emails

allows Hotel Bunga Raya to identify areas in need of improvement. This information
can be used to make necessary changes to the check-in process and deliver a better
experience to guests.

Implementing these strategies will not only improve the check-in experience for
guests but will also showcase Hotel Bunga Raya's commitment to excellent
customer service.

5. Offer Incentives for Early Check-In

Encouraging guests to check-in early can help alleviate long wait times during peak
hours. Offering incentives such as complimentary drinks or snacks can incentivize
guests to arrive earlier, leading to a smoother check-in process for everyone.

6. Utilize Guest History

By utilizing guest history and preferences, Hotel Bunga Raya can personalize the
check-in experience for returning guests. This not only improves customer
satisfaction but also saves time as staff can anticipate guest needs and preferences
beforehand.

7. Implement Online Check-In

Offering online check-in options prior to arrival allows guests to bypass the front desk
altogether, reducing wait times and improving convenience. This also frees up front
desk staff to focus on other tasks and provide more personalized service when
needed.
8. Provide Clear Instructions

Clear instructions on how to navigate the check-in process can reduce confusion and
frustration for guests. Providing signage or written instructions in multiple languages
can ensure that all guests understand the process and feel comfortable during their
stay.

By implementing these additional strategies, Hotel Bunga Raya can further improve
their check-in process and provide a seamless experience for all guests.

b) Suggest how you can improve the check-in process to ensure customer
service is a priority for Hotel Bunga Raya?

Improving Check-in Process to Prioritize Customer Service at Hotel Bunga Raya

After reviewing the statistics from the recent customer comment card, it has become
clear that Hotel Bunga Raya needs to improve its check-in process in order to
prioritize customer service.

Strategies for Improvement

 Reduce wait times: The slow check-in process is a major concern for guests.
To address this, the hotel could consider increasing staff during peak check-in
periods, simplifying the check-in paperwork, and/or implementing a digital
check-in process to expedite the process.
 Improve communication: Guests can become frustrated when they arrive at
the hotel and their room is not yet ready. The front office staff should
proactively communicate with guests about room availability and any potential
delays. Guests should also be informed about any possible upgrades or
amenities available to them.
 Ensure booking accuracy: Guests expect to receive the room that they have
booked. To prevent any confusion, Hotel Bunga Raya could enhance its
booking process by implementing a confirmation email to confirm guests’
reservations and room type. Additionally, the hotel could consider using a
digital system to manage room assignments and ensure that guests receive
their preferred room type.
  Provide exceptional customer service: First impressions matter. The front
office team should be trained to greet guests warmly and address any
concerns that they may have. By creating a positive experience from the
moment of arrival, guests are more likely to feel satisfied with their stay
overall.

By implementing these strategies, Hotel Bunga Raya can improve its check-in
process and prioritize customer service. By reducing wait times, improving
communication, ensuring booking accuracy, and providing exceptional customer
service, the hotel can create a positive experience for guests that will lead to higher
satisfaction and potentially more repeat visits.

Additional Strategies for Improvement,

Offer self-check-in kiosks: Providing guests with the option to check themselves in
using a kiosk can further expedite the check-in process and reduce wait times. This
can also be a convenient option for guests who prefer a more automated process.

Implement mobile check-in: In addition to self-check-in kiosks, Hotel Bunga Raya

could also consider implementing a mobile check-in option. This would allow guests
to check in using their smartphones, saving time and reducing the need for paper
documents.

Provide welcome amenities: Offering small welcome amenities, such as bottled

water or snacks, can create a positive first impression for guests. This can also help
alleviate any frustration caused by long wait times or delays during the check-in
process.

Train staff on problem-solving skills: In addition to providing exceptional customer

service, front office staff should also be trained on problem-solving skills. This will
enable them to handle any issues that may arise during the check-in process with
efficiency and professionalism.

By incorporating these additional strategies into its check-in process, Hotel Bunga
Raya can further improve its customer service and enhance the overall guest
experience.
 Case Study 3: We Don’t Use the Same Currency

A guest from Europe has changed her mind about using a credit card to pay
the outstanding folio balance and wants to pay with English pounds. Meanwhile, your
hotel doesn’t allow currency exchange as one of the methods of payment.

Questions:

How would you proceed with the check-out?

Introduction

The hotel sector has always made an effort to offer options to visitors from
other countries, whether it be through translating menus or teaching receptionists to
speak as many languages as they can. While many tourists want to fully immerse
themselves in the traditions and habits of the country they are visiting, some
individuals prefer a certain level of familiarity so they know what to expect. This
might be especially true for business visitors who don't typically have the opportunity
to familiarize themselves with the nation they might only be visiting for a short while.

Therefore, any savvy hotelier understands that giving international visitors

options is crucial to attracting them. Not all of your visitors will have the same
desires, and they will each make different decisions for various reasons. When it
comes to payment methods, the same reasoning should be applied.

The methods of payment you allow clients to use with their debit or credit
cards are crucial, despite not necessarily being the most attractive subjects. The
most convenient and comfortable method of payment is what most people desire.
There is no ideal choice for anyone. Others will want to take advantage of whatever
discounts their bank or credit card provider may be offering, while some will want to
pay in the currency, they feel most at ease with. It is crucial that staff members
receive training on how to concisely and clearly communicate to customers the
options open to them. Only after that can they make the best decision for
themselves, enjoy their time, and depart.
What we can do to proceed with the check out:

1. Apologize and Explain

Apologize to the guest in a kind manner for the inconvenience, and
then proceed to explain the hotel's policy on the accepted ways of
payment. Take care to provide this information in a manner that is
polite and considerate of others.

2. Offer Alternative Payment Methods

Since the hotel does not accept English pounds directly, suggest
alternative payment methods that the guest can use. Common
payment methods include credit and debit cards (if the guest
possesses a card that a local bank does not issue), traveler's checks,
and online payment services such as PayPal.

3. Verify Accepted Currencies

Ensure that the guest is aware of the currencies that can be used
throughout their stay at the hotel. Inform the customer that they have
the option to pay in any of the other main currencies that are accepted
if they have more than one.

4. Offer Assistance with Currency Exchange

If the hotel does not offer currency exchange services, offer to help the
guest locate a local currency exchange office or adjacent bank where
they can exchange their English pounds for the local currency.

5. Consider Partial Payment

If the guest is unable to locate an alternative payment method or a
currency exchange service, consider accepting a partial payment in the
local currency and instructing them to pay the remaining balance using
other methods later.
6. Clarify payment deadlines
If the guest is unable to pay with the preferred methods immediately,
clarify the payment deadlines and any associated late payment
charges to avoid any misunderstandings.

7. Maintain a Positive Attitude

Maintain a positive and supportive attitude throughout the process to
ensure that the visitor feels valued and supported, despite the initial
difficulty with payment.

8. Document the interaction

Make sure to document the guest’s preference for payment method,
the explanation provided, and any alternatives offered for future
reference and record keeping.