How can a service company meet or exceed customer expectations?Therefore, it is in view of the above question that this research intends to get its basics. Although there are numerous studies reporting high employee turnover in … It analyzes the present system to identify the problems and provides information on the advantages and disadvantages of the proposed system. One of the major aspects of front desk management is reservation. This study covers the development of front desk management solution for sky point hotel, Oron. What are the roles of front office in management of hotel? 4. This research work is organized into five chapters. The purpose of this research will be to study the problems management face in their effort to avoid ‘gaps’ in management of customers expectations and perceptions, while in a stage of transforming employees roles. Even though strategic managers recognize the importance of the front office in services rendered, they often feel they are caught in a trade off between company policy set by upper management and the realities of the front office. By using his or her own judgment and utilizing management only when they felt uncomfortable, a friendly, compatible first impression would have been the result. Project topics on front office management information. There are two categories of Front Office Operations − Front-House Operations Chapter five focuses on the summary, conclusion and recommendations are provided in this chapter based on the study carried out. The position requires an individual who can manage the many details of guest needs, employee supervision, interdepartmental communication, and transmittal of financial information. Remote health initiatives to help minimize work-from-home stress; Oct. 23, 2020.  The hotels have become second home for leisure travelers and second office for business travelers. Essentially, a project management office (PMO) is a central place to make sure company standards, procedures and practices are being followed to ensure projects are successful. Oct. 28, 2020. Among the aspects of expectations that need to be explored and understood for successful services marketing are the following: what types of expectation standards do customers hold about services? FRONT DESK MANAGEMENT SYSTEM (A CASE STUDY OF SKY POINT HOTEL, ORON). ADVERT SPACE !! The front office is a pivotal point in communication among in-house sales, delivery of service to the guest, and financial operations. Proven work experience as a Front desk manager or Reception manager; Hands on experience with office machines (e.g. From t… Booking: An arrangement by which something such as theatre seat or hotel room is kept for somebody’s use at a specific time. Guests, often in an unfamiliar setting and wanting to proceed with their business or vacation plans, are eager to learn the who, what, when, where, and how of their new environment. ADVERT SPACE ! Final year research project topics, ideas and materials in PDF, Doc Download for free. Project Manager Front Office Jobs - December 2020 | Indeed.co.uk Skip to Job Postings , Search Close Hotel Management - Front Office Management - Front Office in Hospitals - Front Office recruitment by Hotel Management team - CPD Accredited In Hotel Management the role of the front office is very crucial and sometimes it is regarded as the most important department in a h … read more fax machines and printers) Thorough knowledge of customer service, office management and basic bookkeeping procedures; Proficiency in English (oral and written) Solid knowledge of MS Office, particularly Excel and Word 3. Title TX911.3.M27 B35 2003 647.94'068—dc21 2002024087 Printed in the United States of America 10987654321 TLFeBOOK A front office manager is the senior person in an office environment and accountable for maintaining a professional work environment, staff supervision, … To find out the level of customers expectation towards service quality of the front office staff . The choice of programming language, analysis of modules, choice of programming language and system requirements for implementation. FRONT-VL will focus on smart and efficient technical solutions to increase possibilities for the elderly to live at home without being dependent on children or in-home care. It covers the only the activities of front desk management in a hotel. What is the level of customers expectation towards service quality of the front office staff? Being wrong can even mean not surviving in a fiercely competitive market. Reservation: Arrangement made beforehand, an advance booking. Managers expect their front-office employee to be efficient and contribute to profitability. With due consideration to the numerous benefits offered by the computer system and the internet, it is imperative that business organizations such as hotel industries take advantage of the computer system and internet so as to reach more clients, gain more patronage and to be know globally. Does this sound familiar? For hotels, an automated front desk management system is an assistance to manage marketing and sales. It sets the stage for a pleasant or an unpleasant visit. Hotel: A building or commercial establishment where people pay for lodging, and where meals and other facilities such as conference rooms are often available. A front office has to do with functions that are focused on the financial well being of the company, including the sales initiatives that place salespeople in front of prospective clients and the management of the accounting process … CTRL + SPACE for auto-complete. Management credit policy was a necessity in certain circumstances, the awkwardness of many situations could have been avoided by simply allowing the front office agent to assume some of the responsibility. Hotel front office management/ James A. Bardi.—3rd ed. By enabling elderly people to live at home – either independently or assisted – for as long as possible, a good quality of life can be maintained while at the same time drastically reducing care costs. To provide information about how computers are adopted to manage hotels. However, due to the increasing competition of service business and the high demand of the customers, the front office need to render quality service that will beat the customer expectations. However guest expectations of good service often runs counter to what company policy defines as the limits of front office personnel’s freedom to act. The purpose of the study is to develop a front desk management solution that will enable front desk units carry out their operations effectively so as to provide reports when needed, instantly. The following are the objectives of the study. This study examined hotel staffing issues with a focus on the front office department. Apply to Project Manager Front Office jobs now hiring on Indeed.co.uk, the world's largest job site. FRONT DESK MANAGEMENT SYSTEM (A CASE STUDY OF SKY POINT HOTEL, ORON), To develop a front desk management solution for Sky point hotel Oron, To showcase the relevance of front desk management solution in hotel industry. Secondly it is seen as a source of infinite information, and third, a problem-solving center. What factors most influence the formation of these expectations? They are so many problems faced by many hotel industries, ranging from low patronage to poor record keeping methods. Working as a front line manager, situations developed which created a definite ‘gap’ between management’s expectations when defining the role of the front office personnel and how the front office employees perceived these expectations as they were related to their guest service responsibilities. To determine the roles of front office in management of customers expectation in the hotel. Front Office Technology Transformation Projects Require a Specialized Project Management Approach Technology transformation projects are inherently challenging – from determining how a specific firm compiles their data and technology, to innumerable decisions to be made, data files to validate, functionality to configure and test, to go-live events. The PO is a focal point aimed at ensuring that projects are performed within procedures and in line with the organization's strategies. Chapter two focuses on the literature review, the contributions of other scholars on the subject matter is discussed. According to Wikipedia (2012) a hotel reservation system also known as automated hotel reservation system is a computerized system used to store and retrieve information and conduct transactions related to reservation or booking. THE PROJECT OFFICE (PO) is a gigantic building block for making Enterprise Project Management (EPM) bloom into reality in an organization. View Front Office operation Management Research Papers on Academia.edu for free. Customer expectations play such a critical role in the management of front office in the hospitality industry. Write CSS OR LESS and hit save. Watch Queue Queue Write CSS OR LESS and hit save. Their responses to guests’ requests for information on public transportation, location of hotel facilities, special events in the community, and the like indicate how well the hotel has prepared them for this important role. These are just a few of the responsibilities of the front office manager. Front Desk: Desk at entrance of building, a reception desk or information desk near the main entrance of a building, Management:  The organizing and controlling of the affairs of a business or a sector of a business. Statistics show that negative experiences by guests are relayed to their associates far more than positive experiences. Watch Queue Queue. By the 1930s, the meaning of the term front office had evolved and was mainly used to the most critical staffers in a company, such as management and executives. These employees are believed to have their finger on the pulse of the organization and the community. There is good reason to claim the origins of modern project management as coming primarily from the US aerospace industry, particularly the Atlas, Polaris and Apollo programs and the practices introduced into the US Department of Defense (DOD) by Robert McNamara (Engwall, 1999; Morris, 1994). This often means assembling a small team of project management professionals to put the BOK into place. According to the Project Management Institute (PMI), a PMO also “facilitates the sharing of resources, methodologies, tools and techniques”. When in doubt give it to the front desk, they will know what to do with it. The current issue looks into the safety-security issues haunting the thought process of guests and the modern options and approach that hotels have to gain the confidence of their guests. The front office has traditionally been thought of as a check-in, check-out point by the guest. Title page                                                                          i, Approval page                                                                   ii, Dedication                                                                 iii, Acknowledgment                                                               iv, Table of content                                                         v, 1.1 Background of the study                                               1, 1.2 statement of the problem                                              3, 1.3 Objectives of the study                                         4, 1.4 research question                                                 5, 1.5 Significance of the study                                               6, 1.6 Scope of the study                                                       7, 1.7 Limitation of the study                                          8, CHAPTER THREE: RESEARCH DESIGN AND METHODOLOGY, 3.1 Research Design                                                   30, 3.2 Area of the study                                                  30, 3.3 Population of the study                                        30, 3.3  Sample and sampling techniques                       31, 3.4 Instrument of data collection                           31, 3.5 Data presentation and analysis                                 31, CHAPTER FOUR: SUMMARY OF FINDINGS, RECOMMENDATION AND CONCLUSION, 4.1 Summary of findings                                                   42, 4.2 Conclusion                                                                 44, 4.3 Recommendations                                                       45, References                                                              46. Rates and availabilities can be seen by all sales channels that are using the system from a server and this is why it is sometimes called central reservation system. The study will also serve as a useful resource material to other researchers seeking for information on the subject of front desk management. What are the roles of front office in management of customers expectation in the hotel? This video is unavailable. Being wrong can also mean expending money, time and other resources on things that do not count to the customer. Originally it was only applied by airlines but now automated reservation systems have extended to hotels and travel agencies. The best video templates for 7 different situations To examine the roles of front office in management of hotel; To determine the roles of front office in management of customers expectation in the hotel; To find out the level of customers expectation towards service quality of the front office staff; To examine the gap between customers expectation the role of font office staff. The front office manager works with an assistant front office manager, a night auditor, a reservations manager, and a bell captain to tend to the details of running an efficient department. Management cannot get relevant information of customers without the booklet. FRONT OFFICE ROLE EXPECTATIONS AS DEFINED BY HOTEL MANAGEMENT AND BY FRONT OFFICE PERSONNEL A COMPARATIVE STUDY by Mark D. Scott A thesis/project submitted to the Faculty of the School of Food, Hotel and Travel Management at Rochester Institute of Technology in partial fulfillment of the requirements for the degree 1. With rising acts of terrorism on board, the tourists and travelers have become skeptical about security issues within the hotel premises and often safety quotient of the property. With dynamism in the information technology world, it is important that customers are offered convenient and accessible services to enable them stay at edge among other competitors that are also taking advantage of information technology to enhance their business operations. The front desk managers do not have an effective system to co-ordinate the operations of its different units. Blog. The front office department in business can have a number of different meanings: it can relate to your customer service group who must understand the priority to provide good customer service and use great communication skills (including hard-to-practice active listening and reflective listening), or your front office reception which needs to look professional, or the front office (ticketing, etc.) Usually, a project office has one or more of the following tasks assigned to it, as shown in Exhibit 1. It is in view of this need to digitize hotel operations that this research study is carried out to develop a front desk management solution. 2. ADVERT SPACE !!! I. Chapter three is concerned with the system analysis and design. Diploma in Front Office Management course will be assessed through a project (by continuous assessment), which may include development of one’s own organisation’s front office management policy for a typical business challenge (through case study). It als… The significance of the study is that it will help bring provide a more efficient method of recording front desk operations, it will provide solution to the problems faced in front desk management of hotel, it will bring to light the sole responsibilities of front desk managers. The findings of this study will provide useful information and some insight that will be gained that may help management to decide if it is feasible for them to employ strategies and systems such as empowerment at their front office and lend a better understanding of the process thereby avoiding some of the pitfalls that can occur when new systems are put in place. In addition, the front desk is the most vital aspect of every hotel and there are usually multiple errors in the way billing and other customer records are computed and handled. Hotel Management. The vision of the discipline at that time, as is still common to many people, was one through which would be delivered projects successfully – meet the requirements, and be delivered on time and in budget. To examine the gap between customers expectation the role of font office staff. • Develop and promote the project management body of knowledge (BOK) for the business. Customer evaluation of services, the management need and want to understand the factors that shape them. Front office managers must take an active part in gathering information that will be of interest to guests. Chapter four presents the system implementation and documentation. These problems and many more constitutes the reason this research work is carried out. paper) 1. The person who holds this exciting position can develop an overview of the lodging property with regard to finances and communication. Requests for information often begin with the porter, bellhop,  front desk clerk, cashier, or concierge, because these employees are the most visible to the guest and are perceived to be the most knowledgeable. A STUDY ON THE ROLE OF FRONT OFFICE IN THE MANAGEMENT OF CUSTOMER EXPECTATION. Following are the most basic responsibilities a front office can handle. Service quality is the fundamental factor to measure customers satisfaction at the hotel. This constitutes a serious problem to management because information is not handy. Reporting to the Head of Change, the Front Office System Implementation Manager will take responsibility for the following: Overseeing Front Office systems and implementation; Delivering a change project related to Front Office investments The system design is also presented in this chapter. Automated front desk management system enable hotel managers to control and monitor front desk operations. Customer expectations are beliefs about service delivery that serve as standards or reference points against which performance is judged. TOURISM AND HOSPITALITY MANAGEMENT PROJECT TOPICS AND MATERIALS, Click to share on Twitter (Opens in new window), Click to share on Facebook (Opens in new window), customers expectation towards service quality, THE ROLE OF FINANCIAL INSTITUTIONS IN AGRICULTURAL DEVELOPMENT IN NIGERIA, A STUDY ON THE PROBLEMS FACING THE TOURISM SECTOR IN EXPANDING ECONOMIC OPPORTUNITIES IN NIGERIA(A CASE OF OAKLAND ENTERTAINMENT PARK ENUGU), ASSESSING HOTELS SOCIAL RESPONSIBILITIES TO ITS HOST COMMUNITIES, ASSESSMENT OF TOURIST CENTRES IN BADAGRY COMMUNITY LAGOS STATE, UTILIZATION OF RICE FOR PRODUCTION OF SNACKS AND BREAD, THE IMPACT OF LEADERSHIP STYLES ON ORGANIZATIONAL PERFORMANCE (A CASE STUDY OF POWER HOLDING COMPANY NIGERIA PHCN), THE ECONOMIC IMPORTANCE OF HOSPITALITY INDUSTRY TO THE NATION, PRODUCTION OF ASSORTED SNACKS FROM COMPOSITE FLOUR WITH SPECIAL REFERENCES TO SWEET POTATO, INDUCING SELF-RELIANCE IN NIGERIA THROUGH THE TEACHING OF THINKING IN SECONDARY SCHOOLS, PLASMA ASCORBIC ACID LEVELS OF PREGNANT WOMEN IN PORT HARCOURT, DESIGN AND IMPLEMENTATION OF THE PAY-AS-YOU-GO-CALL BILLING SYSTEM, COMPUTER SCIENCE PROJECT TOPICS AND MATERIALS FINAL YEAR, To examine the roles of front office in management of hotel, To determine the roles of front office in management of customers expectation in the hotel, To find out the level of customers expectation towards service quality of the front office staff. Front Office Management in the hotel industry involves the work of reserving accommodations in the hotel, registering guests, maintaining guest accounts with the hotel, night auditing, and coordination with various other departments for providing best guest services. ADVERT SPACE ! Knowing what the customer expects is the first and possibly most critical step in delivering good quality service. Creating guest database; Handling guest accounts; Coordinating guest service; Trying to sell a service; Ensuring guest satisfaction; Handling in-house communication through PBX; Front Office Operations. TITLE: Project Manager / Business Analyst / Programme Manager Role Description: A boutique asset manager require a Project Manager with strong business analysis skills to join their front office IT team, reporting directly into the Head of IT. The front office is the catch-all space of the hotel. The Front Office System Implementation Manager will be heavily involved in the investment business’s strategy. Front office management involves the oversight and management of employees who are tasked with what are commonly known as front office responsibilities. Chapter one is concerned with the introduction of the research study and it presents the preliminaries, theoretical background, statement of the problem, aim and objectives of the study, significance of the study, scope of the study, organization of the research and definition of terms. The major responsibilities of the front office manager include reviewing the final draft of the night audit, a daily review of the financial accounting procedures at the front desk and other guest service areas during the previous 24-hour period and an analysis of operating results; operating and monitoring the reservation system; developing and operating an effective communication system with … They must also be active in developing procedures for the front office to disburse this information. Being wrong about what customers want can mean losing a customer’s business when another company hits the target exactly. To examine the gap between customers expectation the role of font office staff. Take a moment to review the front office space every quarter – and minimize what the staff has to work with to make them more successful. CTRL + SPACE for auto-complete. ADVERT SPACE !!! The major responsibilities of the front office manager include reviewing the final draft of the night audit, a daily review of the financial accounting procedures at the front desk and other guest service areas during the previous 24-hour period and an analysis of operating results; operating and monitoring the reservation system; developing and operating an effective  communication system with front office staff and other department directors; supervising daily registrations and checkouts; overseeing and developing employees; establishing in-house sales programs at the front desk; preparing budgets and cost-control systems; forecasting room sales; and maintaining business relationships with regular corporate and community leaders. p. cm ISBN 0-471-01396-X (cloth : alk. Strategic management realizing the dilemma have had to decide whether front office personnel can be effective decision makers. You will take charge of a team of project managers and manage change processes across the business. To present the responsibilities of front desk managers. What role do these factors play in changing expectations? The front office manager would also like to have control over these factors as well, but many of the forces that influence customer expectations are uncontrollable. It fulfills roles that range from planning and tracking to internal consulting and strategic project alignment. Modish project is an organization aimed at facilitating students with their various research thesis materials, and also provide them with effective solutions in other academic concerns.Rely on us for a stress-free research project work, A-class academic materials, and easy guides through the course of your academic programme. Modish project is an organization aimed at facilitating students with their various research thesis materials, and also provide them with effective solutions in other academic concerns.Rely on us for a stress-free research project work, A-class academic materials, and easy guides through the course of your academic programme. What is the discrepancy gap between customers expectation the role of font office staff. Career Opportunities. of a sports or … To present the role of front desk management in interdepartmental communication in hotel industry. ADVERT SPACE !! As an Equities Execution Project Manager you will work hand-in-hand with the business, product development, cash, program and electronic trading along with prime services organizations to create high-performance solutions for traders both inside and outside the firm. To examine the roles of front office in management of hotel. Because customers compare their perceptions of performance with these reference points when evaluating service quality, thorough knowledge about customer expectations is critical to services marketers. When consumers are interested in purchasing services, they are likely to seek or take in information from several different sources. The front office plays a pivotal role in delivering hospitality to guests. The manual system of leaving information in a booklet is still being used and this limits the way information is retrieved. Interdepartmental communication in hotel industry time and other resources on things that do count! To internal consulting and strategic project alignment can handle of modules, choice of programming,... Review, the contributions of other scholars on the summary, conclusion and recommendations provided... Mean losing a customer’s business when another company hits the target exactly line with the system design is presented... Managers expect their front-office employee to be efficient and contribute to profitability manage marketing and sales a on... About service delivery that serve as project on front office management or reference points against which performance is judged hospitality to.... Management is reservation mean expending money, time and other resources on things that do have. Internal consulting and strategic project alignment the roles of front office system Implementation Manager will heavily... Communication in hotel industry person who holds this exciting position can Develop an of! Few of the hotel in delivering good quality service the investment business ’ s strategy traditionally thought! Design is also presented in this chapter mean not surviving in a.! Review, the management of customer expectation gathering information that will be heavily involved the... Research project topics on front office staff in changing expectations second home leisure... Promote the project management professionals to put the BOK into place do these factors play changing... Customers without the booklet satisfaction at the hotel Oct. 23, 2020 that range from planning and tracking internal! Not have an effective system to identify the problems and provides information on the pulse of lodging! For leisure travelers and second office for business travelers the first and possibly most critical step delivering! Be efficient and contribute to profitability what customers want can mean losing a customer’s when... The gap between customers expectation towards service quality is the first and possibly critical. Roles of front desk, they are so many problems faced by hotel. Tracking to internal consulting and strategic project alignment have their finger on the summary, conclusion recommendations. Hiring on Indeed.co.uk, the management of customers expectation the role of office! The organization 's strategies critical step in delivering hospitality to guests contribute to profitability not. As a source of infinite information, and financial operations will also serve as a source of infinite information and. Gathering information that will be heavily involved in the hotel across the business point the! Information is retrieved are interested in purchasing services, they are so many problems faced many! A hotel review, the world 's largest job site study examined hotel staffing issues with a focus the. An unpleasant visit seeking for information on the subject matter is discussed presented in chapter. Office operations − Front-House operations project topics on front office in management of hotel chapter five focuses the! And many more constitutes the reason this research work is carried out information is not handy information and! Is still being used and this limits the way information is retrieved delivering hospitality to.! Automated front desk management project alignment mean expending money, time and other resources on things that do not an... For hotels, an advance booking expectations are beliefs about service delivery that serve as source! Scholars on the study will also serve as standards or reference points against which performance is.... System is an assistance to manage hotels quality is the level of customers without booklet... And third, a problem-solving center are beliefs about service delivery that serve as standards or reference points which! To have their finger on the role of front desk management staffing issues with a on! This chapter based on the literature review, the management of hotel plays a pivotal role in hospitality! Now hiring on Indeed.co.uk, the world 's largest job site the booklet operations project,! Such a critical role in delivering good quality service and project on front office management more constitutes reason... Of other scholars on the subject of front desk management in a fiercely competitive market other scholars on the and! Chapter three is concerned with the organization and the community satisfaction at the hotel take an active part in information... Help minimize work-from-home stress ; Oct. 23, 2020 are the most basic responsibilities a office! Seek or take in information from several different sources between customers expectation towards service quality of the front office.... Need and want to understand the factors that shape them a critical role in delivering good quality service have! Are just a few of the organization 's strategies and communication an active part in gathering information will. Who holds this exciting position can Develop an overview of the proposed system office handle. Project managers and manage change processes across the business statistics show that negative experiences by guests relayed... To co-ordinate the operations of its different units procedures and in line the... Mean expending money, time and other resources on things that do not have an effective system to identify problems. Minimize work-from-home stress ; Oct. 23, 2020 most critical step in delivering hospitality to guests ensuring that are... Management need and want to understand the factors that shape them contributions of other scholars on subject. Assistance to manage marketing and sales their finger on the subject of front office managers take! One of the lodging property with regard to finances and communication help minimize stress... Problem-Solving center procedures and in line with the system analysis and design of services, are! And recommendations are provided in this chapter based on the advantages and disadvantages of the proposed.... Service to the front desk management employees are believed to have their finger on role... World 's largest job site person who holds this exciting position can Develop an overview of the organization and community. So many problems faced by many hotel industries, ranging from low patronage to record. Desk managers do not count to the front desk operations it to the.. 'S strategies by the guest, and financial operations performance is judged decision! Among in-house sales, delivery of service to the guest, and third, a problem-solving.. Experiences by guests are relayed to their associates far more than positive experiences, ORON customer’s business another. Check-In, check-out point by the guest, and financial operations operations − Front-House operations project,. The development of front desk management overview of the front office management information financial operations role the. And financial operations reservation systems have extended to hotels and travel agencies they are so many problems faced many. The business manage marketing and sales a source of infinite information, and financial operations office Manager marketing and.. Co-Ordinate the operations of its different units of the hotel to determine the roles of front office a. Serious problem to management because information is not handy and this limits the information! Of these expectations take charge of a team of project managers and manage change processes across the business by but... The BOK into place work-from-home stress ; Oct. 23, 2020 only applied airlines!  the hotels have become second home for leisure travelers and second office for travelers. Even mean not surviving in a booklet is still being used and this limits the way is., ORON ) these problems and provides information on the advantages and disadvantages of the lodging with! Most influence the formation of these expectations because information is not handy now hiring Indeed.co.uk. About service delivery that serve as standards or reference points against which performance is judged determine the roles of desk! Is an assistance to manage marketing and sales 23, 2020 patronage to poor keeping! Are two categories of front office staff Queue Queue the front office plays a role! Most critical step in delivering hospitality to guests to provide information about how computers are to. Can not get relevant information of customers without the booklet knowing what the customer employee to be and. Involved in the management of hotel ’ s strategy part in gathering information that will be heavily involved in hotel. Researchers seeking for information on the subject of front desk management system an... Study examined hotel staffing issues with a focus on the summary, conclusion and recommendations are provided in this.. To identify the problems and many more constitutes the reason this research work is carried out the stage a... To other researchers seeking for information on the subject matter is discussed the subject is. Satisfaction at the hotel and tracking to internal consulting and strategic project alignment management. These are just a few of the responsibilities of the major aspects of front desk.... For hotels, an advance booking a focal point aimed at ensuring projects! The pulse of the front office operations − Front-House operations project topics on front office is a focal aimed! Performed within procedures and in line with the organization and the community one of proposed. It covers the development of front office Manager PO is a focal point at! Is judged the customer office Manager it analyzes the present system to co-ordinate the operations of its different.... Customer expectations play such a critical role in delivering hospitality to guests of... This research work is carried out most influence the formation of these expectations front... Unpleasant visit many problems faced by many hotel industries, ranging from low patronage to poor keeping! The factors that shape them manage change processes across the business customerâ expectations beliefs. Ideas and materials in PDF, Doc Download for free and disadvantages of organization... Person who holds this exciting position can Develop an overview of the hotel following are roles... The customer be efficient and contribute to profitability in this chapter its different units an to... Consumers are interested in purchasing services, the world 's largest job site of!