Priėmimo tarnybos darbo organizavimas keturių žvaigždučių viešbutyje ,,Mercure Marijampolė“

Samsonaitė, Giedrė

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Priėmimo tarnybos darbo organizavimas keturių žvaigždučių viešbutyje ,,Mercure Marijampolė“

Samsonaitė, Giedrė

URI: http://dspace.kaunokolegija.lt//handle/123456789/2463

Data: 2019-06-12

Santrauka:

Priėmimo tarnyba atlieka vieną iš svarbiausių vaidmenų viešbutyje. Taip yra todėl, kad ši tarnyba yra pirmasis ir paskutinis punktas, su kuriuo bendrauja klientas. Pirmąjį gerą įspūdį visuomet svarbu padaryti todėl, kad klientas visą savo viešnagę būtų patenkintas. Sėkmingas priėmimo tarnybos svečio priėmimas – raktas į svečio nuomonės apie viešbutį formavimą. Pirmasis įspūdis, kurį svečias gauna priėmimo į viešbutį metu, yra svarbus nustatant viešbučio svetingumą ir svečio norą apsistoti dar kartą.

Description:

According to Benhadda (2016), the front office service is not only the face of the hotel itself, but also the voice. Regardless of the number of stars in a hotel, the hotel will always have a front office service that is most visible to guests. The front office service makes a general interaction between the client and the company. The front office service plays one of the most important roles in the hotel. This is because this service is the first and last point the customer interacts with. It is always important to make the first good impression so that the customer is satisfied with his whole stay. The successful reception of a front office guest is the key to shaping the guest's opinion of the hotel. The first impression a guest receives during a hotel reception is important in determining hotel hospitality and the guest's desire to stay again. It is one of many hotel business units that directly interact with the client when they first come to the hotel. The staff of this service are most visible to hotel guests. Front office is probably the most important part of the hotel, the hotel business card. From the front office service, the guest expects friendly and respectful communication, and that all his expectations during the stay will be met. The front office will always provide the best advice on what to expect from the hotel. Professional and efficient guest welcome to the hotel by the front office is really important task. In order to work efficiently and in an organized manner, the front office service is responsible for liaising with other hotel units such as room service and catering. This ensures that all the guest's wishes and wishes are understood and fulfilled in time. The poorly organized front office service leads to poor customer service, as well as poor service delivery. The aim - to evaluate the organization of the front office service in the hotel ,,Mercure Marijampolė‘‘. The objectives: 1. To analyze the organization of the front office service's work in theoretical aspect. 2. To analyze the responsibilities and functions of the front office staff at the ,,Mercure Marijampolė‘‘. 3. To perform a quantitative study to review guest’s opinions. 5 4. To submit suggestions to improve the organization of the front office service. Methods of work – analysis of scientific literature, sources from databases, questionnaire survey, SSGG analysis. The theoretical part of the thesis discusses the organization of the front office service, the analytical part discusses the responsibilities and functions of the staff at the hotel “Mercure Marijampolė”, the research part of the work aimed at analyzing the organization of the front office employees, the organization of the research and the results analyzed. The project part offers suggestions on how to improve the organization of the front office service. The results of the work revealed that the front office service requires continuous training and motivation of the employees to make the work efficient, organized and of high quality. It is also meaningful to starts improving the skills of employees and using the latest technologies in the workplace. Suggestions for improving the organization of the front office service: a motivational system of employees, during which employees are consulted and released to conferences that will help to improve their work efficiency, listening to the guest's feedback, self-check-in program, language translation system.

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