How front desk operations have evolved over the last 25 years


In a business hotel, the front desk remains the most crucial department in hotel management. Virtually, all guests coming to the hotel must interact effectively with the front desk through registering complaints, making a reservation by checking in or out and inquiring the information. The effectively managed front desk is very crucial for the financial success of the entire guesthouse(Hewitt, McCloughan, and McKinstry, 2015). The staffs at the hotel front desk are the first people to deal with the customer in the industry of hospitality. They receive the customers, assign the rooms, accept payments, schedule the meeting halls, deliver the keys, and ensure the clients have a pleasant stay at the hotel. The record management of the hotel has moved from paper-based to a sophisticated electronic technological system. The technologies have helped hotels to keep capitalizing on the profits while doing the delivery of the effortless experience. The front desk also has the job of keeping in contact with sales and marketing when the guests need a fascinating experience.

Provide a brief history of how front desk operations have evolved over the last 25 years, including how tasks have changed, developed, and disappeared.

The staff at the front desk on how to do the multi-tasking of activities during the day by continually checking on the customers as they answer the calls at the same time to accommodate the needs of the guests and also carry out the possible reservations(Hewitt, McCloughan and McKinstry, 2015). For the front desk staff to do the collection and supply of facts for every guest, they need to go through the training of using the PMS system that saves the records of every transaction and requests of the visitors when they enter and exit the hotel.

The front desk machinery of the hotel provides the owners of the hotel the needed tools to efficiently serve the visitors and double the revenue. The paybacks include increased customer care, control of the financial data, and practical internal activities. There are many systems personalized to fit the establishment size(Hewitt, McCloughan, and McKinstry, 2015). Smaller motels, hotels, or bed and breakfast may choose the technology ofessential check-ins and check-outs. The more massive chain may apply the same technique for room and room rate management, complete guests, the integrated online booking reservation, and both inventory and personal reservations.

Provide a step-by-step approach for front desk agents in taking a hotel room reservation for a guest. For each step, describe the actions required, necessary information collected, and the purpose of collecting this information. Finally, document a hypothetical script for a front desk agent to follow when taking a hotel room reservation for a guest (either over the phone or in-person).

Any agent at the front desk who makes the reservation should understand that it is the most vital role. Usually, the majority of the booking is always done via the phone. It was making the reservation to the guest remain among the most significant points of the front desk.

Identifying a suitable room for the hotel guests should become the first activity in making the reservation. When a person calls to make the reservation for a given place and time, it is referred to like the accessibility checking. In some hotels now, there are the Property Management Simplified or the PMS that is used to do the transportation of reservation clerks the rooms selection of the current period and the price list for every room. After the front desk agent has established the place to a given guest, a brief description of the hotel, and the amenities of the room should be shared. The explanation must contain the number of beds for a given place, dimensions of beds, together with any single amenities like coffee manufacturer and refrigerator.

The steps above will entail going through guarantees and requests. An essential part of the hotel process of making the booking is giving attention to any extraordinary claims to get proper accommodation. For example, if the room of an individual is unattainable, the preparation will be made by the guests for the altered room and chose the preferred one. Successively, the guest might request another roll out bed. Upon the recognition of all extra beds, guests secure their rooms compulsorily with the credit card.

After all the possible demands are met, it is necessary to enable guests to become aware of any reasonable guidelines and rules. Booking of the hotel is usually an excellent way to squeeze the cash and ensure that everything is set for the earlier before the date of travel. The last step in reserving the hotel is accepting the confirmation. The most significant part of the whole process is going over the reservation. Itgives the front desk officer the chance to clarify whatever they have booked for the guests and for the visitors to become acquainted with the terms and conditions of the room. The staff of the front desk should repeat the room type and requirement, duration and date of entrance and leaving, room charge, cancellation, and reassurance policies. After every detail is repeated, the guest comes to an agreement. The reservations confirmation number is delivered by the clerk to the guest to help to check on forthcoming calls.







Discuss the importance of front desk agents providing excellent guest service for all hotel guests, and how poor guest service can impact hotel operations and hotel profits

A front desk officer has a tough job; they remain standing for about 8 hours and welcome all manner of guests(Javed, 2019. And their reaction can either make and taint the reputation of the hotel.On arrival of the guest, the front desk agent gives the best impression via a small window. Several responsibilities fall on the front desk staff. The front desk staff creates the best feeling in the hotel providing the guests the hopes of having a better stay in the hotel. They’re customarily trained to be:

  • Able to go beyond and above
  • Caring and empathetic
  • Intrusive and appealing
  • Capable of anticipating the needs of the guests
  • Ever smiling
  • Composed and calm
  • Energetic
  • Resourceful
  • Good ambassador of the hotel
  • Well versed with the local area

Poor customer service leads to a harmful impact on the hotel, but taking the swift action of correcting the evil deeds, the manager of the hotel can avoid the prolonged effects on the profitability and status of the hotel(Branscombe,2020.

Determine what roles play in the safety of their guests and the procedures the front desk should follow to protect the hotel guests.

The front desk proxies must protect the guest’s privacy, room numbers, and the information on the credit card. They should instead follow the laydown security procedures of issuing the guests with keys(Javed, 2019. Unauthorized people should be kept out by the housekeepers from getting into the rooms. Possible alerts should be raised if suspicious items are found in the guest rooms.

All the employees of the hotel should provide security as part of their relations of guests’ duties. Showing the guests’ door locks, emergency exits, and critical cards and displaying the guests about the in-room safes, deposit boxes, and distributing the traveler the safety tips cards, which enable the guests to become aware of their security(Garlick, 2017).

Determine the financial impact of front desk agents NOT effectively managing the billing and guest folio process in a hotel. Provide two (2) detailed examples of mismanagement of billing and guest folio process, and its impact on hotel finances

The mishandling of guest and folio dispensation can have unhelpful consequences on the assets of the hotel. It also causes some things where the guests check out without dispelling the invoice(Johnson, 2018). The hotel will be forced to find a way of clearing the bills that the guest has left. The law is divided amongst all employees in the hotelor deducting it from the agent of the desk who never charged the guest before checking out. This habit, however, may plunge the hotel into debts, bankruptcy, and resultant closure of the hotel.

Conversely, when the folio guest gets mismanaged, it will result in the generation of the wrong bill. The guest will criticize the hotel, hence opening the lawsuit against the hotel(Johnson, 2018). Mismanagement of the hotels’ records could cost the hotel dearly, whereby it will not be able to acquire the bank loan without the documents.

In another case, if the hotel guest states unquestionably during the inspection that their child or siblings have an allergy to a given meal, and the front desk fails to note the folio of the guest. The guest may send the order of the room service, and the food delivered becomes upsetting. The guest is free to file the lawsuit against the restaurant or hotel(Garlick, 2017).


Front desk agents will need to be groomed and go through proper training to deliver their best. The front desk profession should be dealt with severely, and necessary training is conducted to enable the guest to have enjoyable visits. There are various amazing and beautiful agents in the industry. The agent at the front desk plays the same vital role as the general managers and directors. A successful hotel must have.


Johnson, E. (2018). Well-trained employees make risk management a team effort. Retrieved February 13, 2017, from Hotel Executive,

Hewitt, H., McCloughan, L., &McKinstry, B. (2015). Front desk talks: a discourse analysis of Receptionist–patient interaction. British Journal of General Practice, 59(565), e260-266.

Javed. (2019, October 6). Making room reservations on the telephone (practical training). Retrieved February 13, 2017, from Front Office,

Garlick, Ph.D., R. (2017, February 7). Hotel Guest Satisfaction: Do you understand who loves what and why? Retrieved February 13, 2017.

Branscombe, M. (2020, March 31). Technology Used by Hotel Front Desk Agents. Retrieved February 13, 2017.

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