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Front Office Operations – Hotel Management Case Study Solutions

Hospitality and Tourism Management Coursework Help


Assignment Detail:-

  • Number of Words: 1500


This project is based on Unit 1 and 2. You are required to read the case and answer the following questions:

Case 1

Hayden was upset about the service received from a front office agent during his check-in process. The agent was rude and did not pay attention to him during the process. This made him feel unwelcomed and dissatisfied. He complained to the Front Office Manager who quickly apologized and indicated that the worker was new. The manager personally check him into his room and left. Hayden decided to get ready for dinner but the shower was not working properly. There was no hot water. He called the from desk to complain and was told someone would be there in 5 mins. Twenty minutes elapsed and he decided to take the cold shower and head to dinner.


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Since the property was not an all-inclusive, he had to pay for his meal. Upon checking he realized he did not have his credit card so he asked what were his options in terms of payment. The restaurant manager contacted the front office to have the charges be place on his room for which he was grateful. He returned to his room and found the water to be cold in the shower, no one had check it. He called the front desk to complain again but the agent said that there was no record of the complaint. Since his stay was a short one, he checked out the following day and was somewhat dissatisfied with his overall stay and found that it could have been better.


  1. State three ways complaints can be minimized from that check-in experience.
  2. What would you do if a guest had problems paying their bill? Suggest three things which can be done.
  3. State four steps that should have been followed when the complaint of the faulty shower was made to the front desk.

Case 2

Sue is the front desk agent at a small hotel. She is responsible for handing the cash float at the front desk. At the end of the end she closes of cash and checks all her receipts. She normally does this process alone. When she was finished checking she realized she was over by 20 dollars. She took that money for herself and logged the rest. She filled out reports indicating that everything was in good account and there were no discrepancies with the float.


  1. Describe the process of “closing” the cash drawer.
  2. Highlight what the employee failed to do in this case when a discrepancy was found.
  3. State the main reasons why the employer should have more than one person present and participating in the checking and closing process?


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