Front Desk Future

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1. Introduction The research topic is “The future of Front Desk in Hotels” from a guests’ perspective. According to the business dictionary, front desk represents “Marketing, sales, and service departments that come in direct contact with the customers, and liaise with the back-office (administrative) departments to maintain a two-way flow of information.” For many years front desk represented the liaison between guests and other operational departments. It has also represented the first impression that guest are having regarding the hotel they are staying in thing that requires a lot of skills and professionalism from staff members. Nowadays, the front desk is under threat from advances in technology and the constant need of anticipating…show more content…
Technology in the pipeline promises that and a slew of other changes for travelers. Consider this: You go to the front desk to check in, your image is captured on computer, you're given your room number but no key card. You get to your room and a facial-recognition reader opens the door for you. Or maybe you just check in at a lobby kiosk and bypass the front desk altogether. Or you use your credit card to enter your room.” December 19, 2010 By Alfred Borcover, Special to Tribune Newspapers In the near future, we could see applications that give smart-phone users or other gadgets access to hotel reservations systems, check-in procedure, billing, departure status and so on. But what other changes may appear in the Front Office in hospitality in the near future? “Also engaged in applying technology to hotel rooms are schools such as the University of Houston's Conrad N. Hilton College of Hotel and Restaurant Management and the University of Delaware's Department of Hotel, Restaurant and Institutional Management. Each has a hotel attached to the school and one room for…show more content…
Bibliography • http://www.economist.com/blogs/gulliver/2011/06/hotels-future • Hotel Front Office Management, James A. Bardi • Imagine a front desk without people December 19, 2010 By Alfred Borcover, Special to Tribune Newspapers • http://articles.chicagotribune.com/2010-12-19/travel/ct-trav-1219-hotel-tech-20101219_1_front-desk-room-service-guests • Point kiosks- Self-service Kiosks Provide Superior Service (http://www.hospitalityupgrade.com/_magazine/magazine_Detail-ID-171.asp) • Hospitality Technology Self-Service study-June 2008- www.htmagazine.com KioskFlyer2011- Self-Service Visitor Management – Lobby Guard • Final Hotel Guide Self- Serv Online Mag-A guide from Kiosk Marketplace Published by NetWorld Alliance. © 2008 www.networldalliance.com • Managing Front Office Operations- American Hotel Academy study book • The evolution of the IT help desk to the Service Desk http://204.214.144.59/PublishingImages/whitepapers/WPServiceDeskMFrantz.pdf •

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