Case Study $2$

Chapter $3$ "Overview of the Front Office Department"

The Guest Services Transformation at Hotel Serenity

Hotel Serenity, a well$-$established luxury hotel in a lively urban setting, is considering a major change in its operations. The hotel's management is thinking about renaming the "Front Office Department" the "Guest Services Department." This possible transformation is motivated by a desire to better reflect the department's central role as the primary point of contact with guests, as well as the fact that this department is all about helping guests. This department works directly with guests to ensure a pleasant stay and collaborates with other departments to ensure that guests are satisfied. Additionally, they handle specific tasks related to guest services, such as managing revenue and making reservations.

Discussion Questions:

Q$1$: As the General Manager of Hotel Serenity, how would you react to the idea of renaming the "Front Office Department" to the "Guest Services Department", and would you consider making this change? Why or why not?

Q$2$: The passage mentions specific activities and responsibilities of the Front Office Manager $($FOM$).$ Can you identify any activities assigned to the FOM that do not seem to have a direct or indirect impact on guests? Can you think of any other hotel department at Hotel Serenity that might have a more significant impact on guest service? If so$,$ explain your answer.