Internship Report on Front Office Operation of Horizon Resort and Spa, Sanya, Hainan.

Abstract

This report presents an analysis of the Front Office Operations at HORIZON RESORT & SPA during my internship. The main objectives of this report are To explain the front office structure of Horizon Resort and Spa. To explain the operational processes involved in reservations, check-ins, and check-outs. To develop some recommendations based on the problems.The scope of the report includes an evaluation of key front office functions such as the check- in/check-out process, guest services, reservation handling, and overall customer interaction. During my internship, I observed and participated in various front office operations, gaininginsights into both the strengths and weaknesses of the department. Key findings from the report highlight several areas where improvements could be made. The check-in process was found to be time-consuming, leading to customer dissatisfaction during peak hours. Additionally, communication between the front desk and other hotel departments was sometimes slow, causing delays in guest requests. Staff training in guest relations was another area identified for improvement, as several team members lacked the necessary skills to handle difficult customer situations effectively.