Operational Processes of the Front Office Department at Divine Lake Island Resort

Abstract

This internship report is a reflection of the six months professional experience at the Divine Lake Island Resort, Kaptai, during the Bachelor of Tourism and Hospitality Management course of study. The major focus was the Front Office Department especially the Telecommunication Unit, the duties of which were communicating with the guests, reservation services, awakening and interdepartmental coordination. The internship was a useful exposure to hospitality operations which allowed gaining practical experience in customer service, problem-solving and teamwork. The results indicate that the resort is doing well in personalized guest service, but is experiencing operational problems because of manual documentation, insufficient technology infrastructure and shortages of staffing in peak periods. However, teamwork and commitment is also a good asset. The report suggests that a simple Property Management System (PMS) should be introduced, that the level of staff education on foreign languages should be improved, and the level of reception needs to be enhanced to build efficiency and customer satisfaction. All in all, this internship helped me to balance between theory and practice and enabled me to become more flexible, improve in my professional development, and understand the management of resorts.