Front Office Operations and Challenges of Wyndham Sanya Bay,China

Abstract

This is a report of the findings of research into the various aspects of front desk operations and problems experienced in the global hospitality area. The research involved the investigation of how hotels handle guests, the identification of common operational difficulties, and the development of useful recommendations to assist in the implementation of successful front desk management practices at Wyndham Sanya Bay, a five-star international hotel, located in Hainan Province, China. Therefore, the focus of this report will be to serve as an intermediate stage between academic knowledge and experience of working directly within the hospitality field, by combining both theoretical knowledge and work-based learning experiences. During the internship period at Wyndham Sanya Bay, which is one of the flagship properties of WYNDHAM Hotels & Resorts, It was a good chance to gain hands on experience of the high standards and expectations of one of the most well-known international hotel chains, who operate sub-brands including Ramada, Days Inn, and Howard Johnson, etc. As a result of the direct involvement in the practical application of the hotel's operations, the study examined the organizational structure and responsibility for managing the hotel's front desk; the way services are delivered to its guests; and the environment in, which it delivers those services. In addition to providing a descriptive account of the major functions of the front desk, the paper highlights the importance of maximizing efficiency and service quality; developing good communication skills; improving customer service; and improving guest relations. In addition to identifying the major operational challenges experienced by the front desk staff, which include achieving high levels of accuracy when making reservations; completing the check-in and check- out processes quickly and without issues; communicating effectively among different departments; allowing all guests (both local and international) to communicate with hotel staff in their native language; and implementing an effective system for recovering from guest complaints and disruptions, the study also identifies solutions for improving front desk operation and guest satisfaction as well as establishing a professional culture based on accountability among hotel staff. This research will help to provide insights into how the operational functions of the front desk impact the perceptions of guests regarding the services provided at hotels and the overall level of service quality in the hospitality industry. Ultimately, the goal of this research is to assist hospitality students, academia, and future professionals in understanding the current standards, expectations, and realities of the front-line hotel managers working within a very competitive global market.