Front Office Operation and Service Features of Haikou Marriott Hotel

Abstract

The report is made with the objective to help you to understand the function of the front office team of the Haikou Marriott Hotel. The responsibilities of front office associates and how we are handling the guest request and complaints are the main focus of this report and main purpose. Throughout my internship period, I have learned about the psychology f the guest and treat them accordingly and Communicate with different divisions in a cordial and professional way. The report includes face to face interview, both primary and secondary information was analyzed to prepare the report. Haikou Marriott Hotel is a famous and uniquely custom fitted as a luxury brand and The Salisbury -YMCA of Hong Kong. The hotel is well equipped with various features and recreational facilities. The mission of the Haikou Marriott Hotel is “To enhance the lives of our customers by creating and enabling unsurpassed vacation and leisure experience.” The front office is known for its prime significance in perspective and fundamental nature of the business to sell the rooms. Some of the noticeable learning from during my internship period is receiving Phone calls from in-house guests, Giving Directions and providing knowledge about the hotel products, pick up and convey things from guests’ rooms or delivery, or get things done for guests, Make travel plans for touring. I have acquired knowledge about the Chinese luxury market and service standard, Chinese guests’ characteristics. At last, there are some recommendations for Haikou Marriott Hotel according to my knowledge and ways to overcome some frequent complaints from guests.