Assignment: The FOM on Duty
The following Course Outcome is assessed in this Assignment:
AB206-4: Differentiate the front from the back of the house hotel areas.
Introduction: Communication between the departments at the front of the house and the back of the house are critical in managing an efficient and successful hotel property. Although hotel properties plan ahead and have internal systems that help to ensure scheduled daily activities occur as planned, it is the unexpected problems that necessitate a GM and/or FOM to be good communicators and problem-solvers. In this Assignment, you will have an opportunity to apply your understanding of the different departments to a hotel scenario.
You are the front office manager, and the only manager able to make it in today. How would you handle the following scenarios? Which departments would need to be involved to ensure a seamless experience for the group?
Scenario:
Problem 1: A training session for 100 computer sales associates is booked into your hotel for the next two (2) days. The corporate planner booked 90 rooms, has a full breakfast and working lunch on both days, and also plans to use a general session room and two breakout meeting rooms on the second day. All guests have arrived, and everything is set to begin tomorrow morning at 8:00 a.m. with full breakfast and general session set for 100. Unfortunately, overnight the city experiences a heavy snowfall that leaves the hotel short staffed on the first morning of the meeting. Fifty-three(53) unexpected over-stays cannot leave because of flight cancellations and have asked to keep their same rooms. At 6:00 a.m., the phone calls start coming in.
Problem 2: The convention services manager, who is handling all the details for the training meeting, is unable to get her car started and will have to miss work. Several banquet servers and room attendants also called in to say they could not get to work today. The front office is scheduled and so far only the night front desk manager has called in to say she could not get to work.
Problem 3: The room being used for the breakfast and general session in banquet rounds has not been turned, and it still set theater style at 6:30 a.m. from the previous night’s event. This is a high-end group who have most of their rooms on the Club Floor and requested early room attendant service of their rooms.
Problem 4: The Internet connection is not working throughout the hotel due to the storm. Guests are already calling the front desk complaining they are unable to checkout via the hotel website.
Problem 5: The hospitality suite, which is needed at 10 a.m., was used last night for an event and has not been cleaned and prepared for the board of directors meeting.
As the FOM, how would you handle the above problems? Which departments would need to be involved to ensure a seamless experience for the guests?
Checklist:
- Analyze each of the five problems in the scenario to determine which departments will handle which issue and how they should handle it.
- Decide to whom to direct communications if the department head is not available.
- Explain how effective communication with support centers creates an efficient front office operation and seamless experience for the guest.
Please read carefully
350–500-word paper in APA format with an additional title page
