Abstract:
This report examines and analyzes the front office workflow of the Front Office Department at Hotel Amari Dhaka, a prominent 5-star luxury establishment in Bangladesh. As a cornerstone of the hospitality sector, the Front Office plays a pivotal role in guest satisfaction and service coordination. The study adopts a qualitative methodology, combining direct observation, hands-on participation, and secondary data analysis from the hotel’s internal records, website, and industry publications. Key objectives include evaluating workflows, identifying systemic gaps, and proposing actionable recommendations to enhance service delivery. The Front Office operates as the central hub for guest interactions, managing critical functions such as reservations, check-in/check-out procedures, billing, and interdepartmental coordination. Standardized protocols, including shift-specific checklists and workflow charts, ensure consistency in operations. Collaboration with departments like Housekeeping and Food & Beverage (F&B) further streamlines service efficiency. A six-month internship provided practical insights into guest registration, conflict resolution, and walk-in sales strategies, emphasizing adaptability, communication skills, and cultural sensitivity. Challenges such as language barriers with international guests and inefficient paperwork management were observed. Organizational culture prioritized punctuality, teamwork, and professionalism, contributing to a dynamic work environment. Key findings highlight operational bottlenecks, including reliance on outdated software (Opera PMS), limited seating for guests during check-in, and inconsistent feedback collection. Recommendations propose technology upgrades, multilingual staff training, digitization of records, and sustainability initiatives (e.g., paperless billing). Enhanced staff training in data analytics and express check-out systems are also suggested to optimize guest experiences. In conclusion, the internship bridged theoretical knowledge with practical application, underscoring the Front Office’s critical role in maintaining the hotel’s reputation for excellence. This experience not only enriched professional competencies in hospitality management but also emphasized the importance of innovation and adaptability in addressing industry challenges. The insights gained will inform future academic and career pursuits, reinforcing the value of experiential learning in the tourism and hospitality sector.
