Front Office Efficiency

Service Description

The Front Office is the main point of contact for guests and must be supported 24 hours a day. While the core functions of checking guests in & out are similar in every hotel, the list of tasks and duties performed in this area is varied and differs from hotel to hotel. Very often Managers and Team-Members in a hotel have little or no appreciation of the demands being placed on the front office staff and in some cases their shift can be spent on un-necessary administration tasks instead of guest service. Any time that is spent on non-value adding tasks costs money and consumes valuable resources. This treatment focusses on “waste” including tools and techniques for identifying, calculating, reducing, and eliminating wasted tasks in Reception, Concierge and on the Night-shift. This treatment presents some practical steps you can use to re-allocate resources to more value adding activities. YOUR HCC EXPERT Tom Mc Dermott has held General Manager positions for Hilton across the UK and as Director of the Hilton Operational Excellence Team in EMEA he has worked on major Operational Effectiveness projects in Front Office in the US, Europe and The Middle East. While he has seen similarities in the Front Office Operations around the World, he has also identified numerous opportunities for improvement. Once diagnosed many of these improvements can be made by applying some fresh thinking to understand the processes better so that the root cause can be understood, and solutions put in place. TREATMENT FORMAT Pre-Treatment Questionnaire to be completed by hotel (20 mins) 1 Hour Video Conference with HCC Expert This treatment is covered by our HCC Savings Guarantee.

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