Submitted by: Mustafa Arshad

Submitted to: Miss Abroo Murtaza

Introduction of Marriott Hotel:

Marriott International, Inc. is an American multinational diversified hospitality

company that manages and franchises a broad portfolio of hotels and related
lodging facilities. Founded by J. Willard Marriott, the company is now led by his
son, executive chairman Bill Marriott, and president and chief executive officer
Arne Sorenson. Marriott International is the third largest hotel chain in the world.
It has 30 brands with 7,003 properties in 131 countries and territories around the
world.

Introduction of PC Hotel:

Pearl continental chain in Pakistan is owned by the Hashwani group under the hold
company Pakistan Services Ltd (PSL) and Hashwani Hotels ltd correspondingly.
The Pearl chain was acquired by the group in 1985 at a time when the
representation of the hotel was failing due to service inefficiencies at this time the
name of the hotel was changed from Hotel Intercontinental to pearl continental,
moreover several efforts were made to raise its image. These included new
furnishings and fresh landscaping of the hotel foundation as well as advancement
of food and service through training of appropriate human resources.

Introduction to Hotel One:

Hotel One Sukkur is beautifully designed and located in Kalar Goth. Sukker is well
known for its handicrafts and history - thus being a great city to visit for tourism
and leisure purposes. The hotel is 3.8 km from Sukkur airport and 8.8 km from
Lansdowne Bridge. It is 8 km from Bukkur – an island fort which is 800 yards
long. Ghanta Ghar, a well-known and busy trade hub, is 5 km away from the hotel.
Hotel One is comfortably furnished and a perfect choice for business and leisure
travelers visiting Sukkur.
Introduction to Royalton:

Royalton Hotel is located just east of Times Square in Manhattan at 44 West 44th
Street. The building was built in 1898 as the exclusive residential Hotel Royalton.
Rossiter & Wright was the architecture firm commissioned, and the contractor was
E. F. Dodson & Company. Royalton was designed to mirror the 1920s concept of a
hotel lobby. It was reopened as the Royalton Hotel on October 10, 1988. It was the
first hotel designed by Philippe Starck.

Introduction of Embassy Lodge:

It claims to maintain 4 star facilities and amenities in Islamabad. Embassy Lodge

Secure Room Booking. Room Type. Conference & Events facilities at Embassy
Lodge. Other services offered by us in Islamabad. Why book thru us. Travel agent
discount. Corporate discount at Embassy Lodge Islamabad.

Facilities:

Marriot PC Hotel Hotel One Royalton Embassy

Lodge
Fitness Club Free Parking Deluxe King Laundry ATM Service
Swimming Free WiFi Near to Gift Shops Non-
Pool Airport Smoking
Rooms
5 Star guest Airport Great Interior Meeting Free Parking
rooms shuttle(free) Facilities

Responsibilities of Front Office:

  Greet clients and set a positive office atmosphere
 Answer the phone, take messages, and redirect calls to appropriate offices.
 Organize and maintain files and records; update when necessary
 Create and maintain updated documents and spreadsheets
 Oversee sorting and distribution of incoming mail
 Prepare outgoing mail (envelopes, packages, etc.)
 Operate office equipment, such as photocopier, printers, etc.
 Organize bookkeeping and issue invoices/checks
 Record meeting minutes and dictations
 Perform inventory of office supplies and order what is needed

Functions of Front Office:

Guest Registration: Does all guest registration-related activities like Check-in,
room assignment, welcoming, room rate etc.

Guest Service: Fulfils any Guest Services related activities.

Guest History and records: Creates and maintains a guest profile, history, likes
and dislikes, collect feedback etc.

Guest Database: Develops & maintains a Comprehensive Database of Guest

Information

Updates Room Status: responsible to update the correct room status like CI, CO,
DNCO, DND etc.

Reservation: This section is responsible in registering the room reservation from

various sources, with recordings, filing of reservation records, and revise on the
appropriate time to make sure that guests would have their rooms upon entering the
hotel.

Postage and Parcels: This section is to facilitate guests pertaining to the posting
of letters, telegrams, and parcels.

Telephone: This section is to facilitate guests pertaining to the telephone both

internally and externally, and to wake guests up in the morning upon request.

Finance and Foreign Exchange: This section relates with the Accounting
Department, through the collection from guests through their services, and also
give the foreign exchange service.

Inquiry: This section is to answer questions and inquiries of guests. Therefore,

this section would have to be alert with all the movements of the hotel.

Bell Desk and Concierge: Provide all services related to Bell desk and Concierge.
Relationship between Front Office and other Departments:

The front office staff interacts with all departments of the hotel, including
marketing and sales, housekeeping, food and beverage, banquet, controller,
maintenance, security, and human resources.

These departments view the front office as a communication liaison in providing

guest services. Each of the departments has a unique communication link with the
front office staff.

1) MARKETING AND SALES DEPARTMENT:

The marketing and sales department relies on the front office to provide data on
guest histories, details concerning each guest’s visit. Some of the information
gathered is based on zip code, frequency of visits, corporate affiliation, special
needs, and reservations for sleeping rooms. It is also the front office’s job to make
a good first impression on the public, to relay messages, and to meet the requests
of guests who are using the hotel for meetings, seminars, and banquets.
2) HOUSEKEEPING DEPARTMENT:

Housekeeping and the front office communicate with each other about
housekeeping room status, the report on the availability of the rooms for immediate
guest occupancy. Housekeeping room status can be described in the following
communication terms:

• Available Clean, or Ready—room is ready to be occupied

• Occupied—guest or guests are already occupying a room

• Stay over—guest will not be checking out of a room on the current day

• Dirty or On-Change—guest has checked out of the room, but the housekeeping
staff has not released the room for occupancy

• Out-of-Order—room is not available for occupancy because of a mechanical

Malfunction

3) FOOD AND BEVERAGE DEPARTMENT:

Communication between the food and beverage department and the front office is
also essential. Some of this communication is conveyed by relaying messages and
providing accurate information on transfers, which are forms used to communicate
a charge to a guest’s account.

4) SECURITY DEPARTMENT:

Communications between the security department and the front office are very
important in providing hospitality to the guest. These departments work together
very closely in maintaining guest security.
Fire safety measures and emergency communication systems as well as procedures
for routine investigation of guest security concerns require the cooperation of these
departments.

5) HUMAN RESOURCES DEPARTMENT:

The human resources management department may rely on the front office staff to
act as an initial point of contact for potential employees in all departments. It may
even ask the front office to screen job candidates. If so, guidelines for and training
in screening methods must be provided.

6) BANQUET DEPARTMENT:

The banquet department, which often combines the functions of a marketing and
sales department and a food and beverage department, requires the front office to
relay information to guests about scheduled events and bill payment.

Technology used at Various Stages:

 Robotic Staff.
 Personalized Rooms with Smart Appliances.
 High-Tech Equipment for Hotel Lobbies and Meeting Rooms.
 Social Media.
 Smart “Keys”.
 Cloud Services.
 Virtual Concierge Services.
 Wearable Technology.
 Mobile Applications.

1. Automated check-ins and check-outs:

Hotels have brought about a different outlook to check-ins and check-outs. Long
queues at the front desk during peak seasons are quite distressing for guests.
Digital check-ins and check outs along with initiating special requests in your hotel
are now possible for guests on their mobile, tablets or computers. Hilton
Worldwide enabled this feature for enhancing guest experience by allowing them
to select rooms according to their preference.

2. Digitized Room Keys

How many times have you had to issue a duplicate room key to guests who have
misplaced it? Ever thought how annoying it could get for guests to prove their
identity every time? Swipe cards have been replaced with smartphones and apps to
ease check-ins and reduce loss of key. Hilton has introduced this component with
the vision to install keyless entry in 2,500 hotels by the end of 2017.
3. Chatbots:

How would it be if your staff could focus on creating long lasting relationship with
guests? Making you stay connected with guests in all the stages of the guest cycle,
chatbots can initiate conversations with them right on their smartphones. With the
emergence of thousands of apps, due to space constraints, guests are reluctant to
download an individual brand app.
4. Near Field Communication (NFC) Technology:

NFC has been here for over a decade now. But what is NFC? NFC enables
seamless transmission of data from compatible devices over a short range with the
help of radio waves. It is widely used commonly for payments, sharing media files,
or any other form of data by a single tap. All that’s required is this little device we
know as smartphones that enable NFC.
5. Infrared Sensors:

The traditional method of knocking and announcing the arrival of the staff or
waiting for 10 seconds before the second knock, has become out of date. Infrared
sensors allow you to know about the surroundings by detecting and emitting
infrared radiation. The LED light notifies you whenever an object is near the
sensor by automatically bouncing back into the light sensor.
Housekeeping and Front Office Department:

No individual department in any hotel can work in isolation. A willingness to

cooperate and coordinate with the assistance of efficient methods of
communication is essential if the establishment is to run smoothly. The
housekeeping department is just one of the departments in a hotel working towards
the satisfaction of the guests, and each department is dependent on others for
information and/or service if its work is to be accomplished efficiently. Frictions
between departments must be kept to a minimum and there should be close inter-
departmental liaison.

As guest check out, the front office notifies housekeeping. Housekeeping ensures
that these rooms are given top priority in servicing, so that clean rooms are
available for sale. To ensure efficient rooming of guests, both housekeeping and
front office must inform each other of changes in a room's status.
Marriott Rewards Truly Unique Experiences Deepen Customer
Loyalty.

Marriott took stock of what it uniquely could offer its customers. Sure, they still
give away free night stays and provide a separate front desk line to help speed
along their best customers through the check-in and check-out process.

References:
https://traveltips.usatoday.com/history-marriott-hotel-21444.html

https://www.ukessays.com/essays/marketing/introduction-pearl-continental-hotel-
peshawar-marketing-essay.php

https://setupmyhotel.com/train-my-hotel-staff/front-office-training/743-front-
office-introduction-operations-functions.html

https://chatbotsmagazine.com/5-technology-trends-driving-the-hospitality-
industry-c206ab2751f2

https://www.wisdomjobs.com/e-university/hotel-front-office-management-tutorial-
369/front-office-interaction-with-other-departments-in-the-ho-13038.html

https://hmhub.me/role-of-housekeeping-in-guest-satisfaction-and-repeat-business/