Front office of qasar al sarab

FRONT OFFICE OF QASR AL SARAB,

ABU DHABI

A GROUP PROJECT REPORT

Submitted by

BSC-PLY-MGT 15-1 _ GROUP 09

In partial fulfillment for the award of the degree

Of

BSC (Hons) BUSINESS MANAGEMENT

In

PLYMOUTH UNIVERSITY, UK

FRONT OFFICE MANAGEMENT

PU HOS 1210

Submitted on: 26rd March 2016

Submitted to: Mr. Udena Prasenajith

NATIONAL SCHOOL OF BUSINESS MANAGEMENT

University of Plymouth Date: 26th March 2016 Topic: Assignment: FO of Qasr Al Sarab

Team Contribution Form

Each member of the team is expected to contribute equally to the Project effort. Therefore, all team

members must individually report the relative effort/contribution of each person on your team. Be

professional and give a careful rating. The ratings on these forms will be used as weights to convert team

grades into individual student grades.

A 100% rating means that a team member gave 100% effort – that is, did what is expected of each team

member. So, if the team members all contributed essentially the same amount, then each member gets

100%. However, if you believe someone did not carry their fair share of the workload, you have to indicate

that here. Thus, if a team member gave only 80% of the effort/contribution of what was expected, you

would assign that team member 80% as a rating, and provide a brief explanation in the comments field.

Note: your ratings and comments will be kept confidential by the invigilator.

Group Leader: DILRUKSHI UW SHANIKA

Index No: BSC PLY-MGT-15.1-152

Team Members Effort/Contribution (0-100%)

J M S KARUNARATHNE

BSC PLY-MGT-15.1-034

90%

RAVINDU H GAMAGE

BSC PLY-MGT-15.1-155

30%

ATHIF JAWARTH

BSC PLY-MGT-15.1- 30%

Comments:

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Signature. Signature:

Group Leader Invigilator:

ACKNOWLADGEMENT

Presenting and performing this report of our assignment would not have been possible

without the support of Mr. Roshan Fernando, the Guest Service Agent of Qasr Al Sarab

Abu Dhabi.

We are highly indebted to Mr. Roshan for the helpful information given to make this report a

success.

We would like to extend our sincere thanks to our module leader Mr. Udena Prasenajith,

lecturer of National School of Business Management for the helpful guidance and

constant supervision and support throughout.

Our appreciations and gratefulness also go to our colleague and team mates itself in

developing the project and people

who have eagerly assisted us out with their

capabilities and skills.

…………_…………

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CONTENTS

introduction To The Report ......................................................................................................... 6

1 Chapter .................................................................................................................................. 7

Introduction .................................................................................................................................. 7

1.1 Introduction To Anantara ........................................................................................ 8

1.2 Introduction To Qasr Al Sarab ................................................................................ 9

1.3 Location Of Qasr Al Sarab ................................................................................... 11

1.4 Introduction To Guest Services At QAS ............................................................... 12

1.5 Introduction To The QAS Front Office .................................................................. 13

2 Chapter ................................................................................................................................ 14

Organizational Structure Of the Front Office At Qasr Al Sarab ........................................... 14

2.1 Why Qas Need The Organizational Structure? .................................................... 15

2.2 Oranizational Structure Of QAS ........................................................................... 16

3 Chapter ................................................................................................................................ 17

Duties & Responsibilities Of Front Office Staff At Qasr Al Sarab ......................................... 17

3.1 Front Office Manager ........................................................................................... 18

3.1.1 Assistant Front Office Manager ..................................................................... 19

3.2 Duty Manager ....................................................................................................... 19

3.3 Revenue Manager ................................................................................................ 20

3.4 Reservation Supervisor ........................................................................................ 20

3.4.1 Reservation Clerks ........................................................................................ 21

3.5 Guest Relations Officer (Gro) ............................................................................... 21

3.6 Cashier Supervisor ............................................................................................... 22

3.6.1 Senior Cashier & Front Desk Cashiers .......................................................... 22

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3.7 Night Supervisor ................................................................................................... 23

3.7.1 Night Auditors ................................................................................................ 23

3.8 Front Office Supervisor ........................................................................................ 24

3.8.1 Guest Service Agent ...................................................................................... 25

3.9 Telephone Supervisor & Telephone Operators .................................................... 26

3.10 Mail & Information Supervisor & Clerks ................................................................ 26

3.11 Receptionist ......................................................................................................... 27

3.12 Concierge Supervisor ........................................................................................... 28

3.13 Lobby Supervisor & Bell Captain .......................................................................... 29

3.13.1 Bell Boys ........................................................................................................ 29

3.14 Door Man ............................................................................................................. 30

3.15 Falcon Of QAS ..................................................................................................... 30

1.1 Valet Parkers ........................................................................................................ 30

4 Chapter ................................................................................................................................ 31

Front Office Layout And Positioning At Qasr Al Sarab ......................................................... 31

4.1 Entrence ............................................................................................................... 32

4.2 Sections Of Front Office At QAS .......................................................................... 36

1.2 Layout & Positioning Of The Total Front Office .................................................... 37

4.3 Bell Desk ............................................................................................................. 38

4.4 Positioning Of The Bell Desk................................................................................ 38

4.5 Reservation Area ................................................................................................. 38

4.6 Cash And Bills area .............................................................................................. 39

4.7 Reception desk .................................................................................................... 39

4.8 Positioning Of Reservation Desk, Cash & Bills Area And Reception Desk .......... 40

4.9 Travel Desk ......................................................................................................... 43

4.10 Concierge ............................................................................................................ 43

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4.11 Positioning Of Travel Desk / Concierge At QAS ................................................... 44

4.12 Communication Area ........................................................................................... 45

4.13 Information Desk ................................................................................................. 45

4.14 Positioning Of Communication Area And Information Desk ................................. 46

4.15 Lobby .................................................................................................................. 48

4.16 Positioning Of The Lobby ..................................................................................... 50

4.17 Positioning Of Elevator, Entrence And Front Desk ............................................... 52

5 Chapter ................................................................................................................................ 54

Inter-Departmental Communication At Qasr Al Sarab ........................................................... 54

5.1 Communication With Housekeeping .................................................................... 55

5.2 Communication With F&B Service Department .................................................... 57

5.3 Communication With Sales And Marketing Department ...................................... 58

5.4 Communication With The Engineering And Maintenance Department ................ 59

5.5 Communication With The Security Department ................................................... 60

5.6 Communication With The Human Resource Department .................................... 61

5.7 Communication With The Banquets Department ................................................. 62

6 Conclusion .......................................................................................................................... 63

7 Reference List ..................................................................................................................... 64

8 Appendix ............................................................................................................................. 65

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LIST OF FIGURES

Figure 01 Anantara – Brand Of Qasr Al Sarab Page 08

Figure 02 A Full View Of QAS Desert Resort; Abu Dhabi Page 10

Figure 03 Road Map To QAS Page 11

Figure 04 Guests Services Of QAS Page 12

Figure 05 Fully Dresses Two Male And Female Associates Of QAS Front

Office Staff

Page 13

Figure 06 Organizational Structure Of QAS Page 16

Figure 07 Front Office Manager Of QAS Page 18

Figure 08 Duty Manager Of QAS Page 19

Figure 09 Reservation Supervisor Of QAS Page 20

Figure 10 GRO Of QAS Page 21

Figure 11 Night Supervisor Of QAS Page 23

Figure 12 Front Office Supervisor Of QAS Page 24

Figure 13 GSA Of QAS Page 25

Figure 14 Receptionist Of QAS Page 27

Figure 15 Bell Captain Of QAS Page 29

Figure 16 Door Man Of QAS Page 30

Figure 17 Falcon Of QAS Page 30

Figure 18 Entrance From The Empty Quarters Page 32

Figure 19 UAE Flags In The Walkway Page 32

Figure 20 Car Park At QAS Page 33

Figure 21 Star Classification Of QAS Page 33

Figure 22 Small Lobby Area From The Main Entrance Page 34

Figure 23 Fountains On Either Sides Page 34

Figure 24 Sitting Area Page 34

Figure 25 How Front Office Is Visible As Soon As The Guest Enters Page 35

Figure 26 Glass Door Entering The Front Office At QAS Page 35

Figure 27 Total Layout Of The Front Office At QAS Page 37

Figure 28 Reservation Desk, Reception Area And Bell Desk At QAS From

The View Of Entrance

Page 40

Figure 29 Good Positioning Discovered From The Positioning Of Reservation

Desk And Reception

Page 41

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Figure 30 Weak Positioning Discovered From The Positioning Of Reservation

Desk And Reception

Page 42

Figure 31 Travel Desk Of QAS From The View Of The Bell Desk Page 44

Figure 32 Communication And Information Desk From The View Of The

Reservation Desk

Page 46

Figure 33 Weaknesses Discovered From The Positioning Of Reservation

Desk And Information Desk

Page 47

Figure 34 Main Lobby Of QAS Page 48

Figure 35 Library And Outdoor Sitting Area Attached To QAS Lobby Page 49

Figure 36 Entrance To The Lobby Of QAS In The View From The Main

Entrance

Page 50

Figure 37 Entrance To The Lobby From The Front Office Area Page 50

Figure 38 Weaknesses Discovered From The Positioning Of The Entrance To

The Lobby

Page 51

Figure 39 Elevator, Entrance And Front Desk Page 52

Figure 40 Elevator Situated At The Front Office Page 52

Figure 41 Positioning Of Entrance, Elevator & Front Desk Page 53

Figure 42 Communication Of Front Office With The Housekeeping Page 56

Figure 43 Communication Of Front Office With The F & B Page 57

Figure 44 Communication Of Front Office With The Sales & Marketing Page 58

Figure 45 Communication Of Front Office With The Engineering &

Maintenance

Page 59

Figure 46 Communication Of Front Office With The Security Page 60

Figure 47 Communication Of Front Office With The Human Resource Page 61

Figure 48 Communication Of Front Office With The Banquet Page 62

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INTRODUCTION TO THE REPORT (EXCECUTIVE SUMMARY)

This is a research report done considering five criteria’s related to the

front office of Qasr Al Sarab, Abu Dhabi desert resort by Anantara. The five criteria’s

discussed is the organizational structure of QAS, significant roles at the front office of QAS,

layout of their front office. Positioning of different units and equipment at the QAS front office

and interdepartmental communication of QAS.

Chapter 01 of this gives a brief introduction to the QAS brand “Anantara” as a unique luxury

to Abu Dhabi along with a brief introduction to Qasr Al Sarab, its guest services and the

front office.

Chapter 02 of this report displays the front office organizational structure of QAS categorized

into the 3 levels of the management hierarchy.

Moving on to the Chapter 03 is different job positions explaining their duties and

responsibilities that contribute to an efficient working system at QAS. This chapter provides

working related information of the front office manager, Assistant front office manager, Duty

manager, Revenue manager, Reservation supervisor & clerks, guest relations officer,

Cashier supervisor & cashiers, Night supervisor & Auditors, Front office supervisor with

guest relation agent & guest service agent, Telephone supervisor & operators, Mail &

information supervisors & clerks, Receptionist, concierge supervisor, Lobby supervisor, Bell

captain, bell boys, door man, falcon and valet parkers.

Chapter 04 comprises of the layout of the QAS front office and how the sections and

equipment of the front office is positioned to make the tasks to be handled efficient and

effective. This discuss how the bell desk is located at the entrance and reservation desk is

positioned closer to the entrance to the front office. How the reception is placed to access

the entrance effectively. The positioning of the information desk, travel desk and main lobby

is evaluated here. This also discuss about the visibility of entrance and elevators to the front

desk at QAS. This provides the good positioning as well as the suggestions to improve the

efficiency of their working practices.

Chapter 05 of this report discuss about how the front office at QAS communicate with other

departments to ensure that they provide a satisfying service to its guests. For that the front

office will communicate with the housekeeping department, food and beverage department,

sales and marketing department, engineering and maintenance department, security

Department, human resource department and banquets department for various purposes

to keep the QAS guests satisfied.

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1 CHAPTER

INTRODUCTION

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1.1 INTRODUCTION TO ANANTARA

The word Anantara in ancient Sanskrit means ‘without end’ and evokes the freedom,

movement and harmony that are the spirit of the Anantara Experience. The Anantara

Experience was born in 2001, with the launch of the first Anantara Resort in Thailand’s

historic seaside resort.

Each Anantara Resort draws its strength from the rich cultural traditions, historic heritage

and natural beauty of its destination. As such, every experience is a unique voyage of

discovery and inspiration that is distinctly Anantara.

Inspired by this success and positive feedback that Anantara have received from guests

worldwide, Anantara is proud to bring Qasr Al Sarab the unique brand of laid-back luxury,

intuitive service and sense of discovery to Abu Dhabi. (Anantara, 2016)

Figure 01: Anantara – Brand of Qasr Al Sarab

(Anantara, 2016)

Chapter 01 | Introduction


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1.2 INTRODUCTION TO QASR AL SARAB

Qasr Al Sarab (QAS) is a five star Arabian retreat in the Liwa Desert which is a signature

destination of Abu Dhabi to expand the tourism offerings with luxury health, spa and

conference center. (Qasralsarab, 2016)

Qasr Al Sarab (QAS) was born out of the vision of Abu Dhabi’s leaders to celebrate the

traditions and roots of the emirate.

Following this vision, the resort was designed with clear focus on Arabian culture and

heritage. With all-inclusive experience truly exhibited in Emirati culture, the destination

reflects the rich history and traditions of the region.

QAS is designed in a form of ancient castles, the resort is rested on the shoulder of a

sandbank overlooking a natural long valley that runs for several kilometers from East to

West. The architectural magnificence is inspired by the old forts of Abu Dhabi and Al Ain,

where TDIC’s design team discovered a rich heritage to develop this authentic design.

The original frontages, design and massing were adjusted to a high degree of detail in order

to reflect the Traditions and elements of the architecture. This was incorporated to ensure

that the resort offers an Eclectic fusion of true Arabian culture and untainted comfort. The

overall architecture, interior design, works of arts and artifacts reflect traditions and history

of the region and were considered and embraced as a core value of the development.

In collaboration with the environmental authorities of the UAE, QAS is a home to free

roaming desert fauna like the Arabian Oryx, Arabian Mountain Gazelle and Arabian Hare.

It started its construction in 2006 and built over the course of three years, QAS Desert

Resort by Anantara features 154 rooms, in addition to 42 villas and 10 royal villas. QAS is

built to enliven the heritage, culture and history of Liwa desert. This heritage is apparent in

the hotel’s architecture and interiors.

(General Fact Sheet, Oct 09)


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Figure 02 – a full view of QAS desert resort; Abu Dhabi (Qasralsarab, 2016)


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1.3 LOCATION OF QASR AL SARAB

The desert resort QAS is located almost 190km away about 90 minutes from the Abu Dhabi

International Airport and seven kilometers from the main Hamim highway. QAS is reachable

by both helicopter and car. It is situated in one of the most astonishing landscapes in the

region, the Liwa desert which is part of the Rub al Khali (Empty Quarter) - the world’s largest

uninterrupted body of sand. This allows the Visitors of Abu Dhabi to explore the promise of

rugged adventure and overwhelming beauty. (Qasralsarab, 2016)

(Picture of the empty quarters of Abu Dhabi is attached at the Appendix A)

Figure 03 – road map to QAS (Qasralsarab, 2016)


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1.4 INTRODUCTION TO GUEST SERVICES AT QAS

The location of QAS is very unique which is a major attraction for the visitors; to make sure

that the service of QAS matches the great location the QAS staff make the Anantara

experience an unforgettable one for their guests. QAS staff is confident about that each one

of its members contribute to make the guests leaving with amazing stories and wanting to

return. QAS staff always keep in mind that excellent guest services are their ultimate goal.

QAS staff provide personalized guest service to each guest and make every interaction a

pleasant and memorable one to them.

“To achieve our goal, we expect all associates to give priority to guest requests; a simple

example being if you are doing something and the guest asks you for directions, please

escort the guest instead of just showing them the directions from your work area.”

-DIDIER TOURNEBOEUF

AREA GENERAL MANAGER

(Tourneboeuf, 2010, p.2)

Figure 04 (Qasralsarab, 2016)


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1.5 INTRODUCTION TO THE QAS FRONT OFFICE

Front office of a hotel holds a fundamental prominence for the lodging procedure. This is

the first place where the guest comes in contact with QAS where the environment of the

front office convey the impressions of neatness, attractiveness and professionalism to the

guest. Hospitality provided by the QAS staff to the guest makes them feel important and

safe in hands of QAS. These impressions in hearts of guests leads QAS to continued

financial success. (Bardi, 2003)

Guests form their first impressions of QAS based on the way the front office staff is dressed

and groomed. The way they present themselves also says a lot about their brand therefore

QAS has their own grooming standards to make a reliably great impression in the mindset

of their guests.

Uniforms of the front office staff is well pressed, clean and neat at all times, buttoned up

and hooked as designed, well maintained with no missing or loose buttons, loose seams,

spots or stains and tears, appropriately fitted, of the correct size with no unauthorized

alterations. (Assosiate Handbook, 2010 sep 09)

Figure 05 – fully dresses two male and female associates of

QAS Front office staff (Qasralsarab, 2016)


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2 CHAPTER

ORGANIZATIONAL

STRUCTURE OF FRONT

OFFICE

at Qasr Al Sarab

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2.1 WHY QAS NEED THE ORGANIZATIONAL STRUCTURE

Front office department is the most important department of QAS. Because this is where it

creates the first impression in the mindset of guests. Employees are the main units that

make up this department. Because it’s always with the guests employees of front office are

the people who interact the most. For the interaction with guests and handling of guests to

be well managed in an effective manner every hotel has its own organizational structure.

Front office Organizational structure of QAS defines different tasks allocated to different

employees with in the front office. This defines the employees who has to coordinate each

other or supervise other employees during performing their tasks. The prime responsibilty

of QAS staff is to sell rooms to achive budgated revenue targets. therefore along with these

prime responisbilities the organizational structure helps QAS to achieve its goals and

objectives.

EXPLAINING THE ORGANIZATIONAL STRUCTURE

the highest level of management in the Front office staff is the front office manager who has

a duty manager and assistant front office manager below for his support.

middle level of management of the front office staff has different supervisor positions for

different units at the front office. these supervisors are supported by another set of

employees beow them.

eg: reservation supervisor supported by a guest relation officers. chashier supervisor is

supported by the senior cashier. night supervisor supported by the senior night auditor. front

office supervisor supported by a guest relation agent and guest service agent. And lobby

supervisor supported by the bell captain. this also includes concierge supervisor, telephone

supervisor and mail & information supervisor.

lover level front line staff of the QAS front office staff include reservation clerks, front office

cashiers, night auditors, telephone operators, information clerks, door men. bell boys, falcon

and valet parkers.

These three levels of the front office staff contribute to maintain the exclusive standards of

QAS.

Chapter 02 | Organizational Structure of QAS

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2.2 ORANIZATIONAL STRUCTURE OF QAS

FIGURE 06 – ORGANIZATIONAL STRUCTURE

Attach Organizational

structure Document

instead of this page

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3 CHAPTER

DUTIES &

RESPONSIBILITIES OF

FRONT OFFICE STAFF at Qasr Al

Sarab

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3.1 FRONT OFFICE MANAGER

Elena Nasledova

Front Office Manager Qasr Al Sarab Desert Resort by Anantara

Experience: 6 years

QAS front office manager Elena Nasledova manages a team of 70

associates. She coordinate with its staff through regular staff

meetings and briefings.

QAS Front office employees and their working schedules is a responsibility of the front office

manager. She has to evaluate the job performances, solve employee complaints, motivate

team work and create the training agendas for employees to guide them to achieve goals

and objectives.

Front office Manager of QAS has its task at the Front Office Department to partition the

available resources (machine, money materials and men) of the department to achieve the

organizational goals. The primary task of QAS front office manager is to administer the

whole Front Office department.

She Leads, operates and coordinates the front office employees and management functions

of the department. Front office manager also handles the budgeting job & monitor the profits

and losses of QAS. For that she inquires all the reports generate by all the units of QAS

including the night auditor’s reports.

She coordinates with sales and marketing divisions to execute plans to maximize the selling

and allocating of rooms effectively.

Effective and courteous solving of guest matters is another duty handled by the front office

manager. Therefore ensuring a targeted level of guest satisfaction is coordinated by the front

office manager. (Baker S, Bradley P, Huyton Jeremy, 2000)

(Picture of the uniform of a front office manager is attached at the Appendix B)

Chapter 03 | Duties & Responsibilities

Figure 07 – Front Office

Manager of QAS

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3.1.1 ASSISTANT FRONT OFFICE MANAGER

Assistant Front Office Manager of QAS is significant for helping the Front Office Manager.

The assistance includes leading and managing all the units of the QAS Front Office

Department in order to ensure the highest standards.

Assistant Front Office Manager leads the Front Office employees to make sure all guests

receive prompt and personal recognition. They takes care of the front desk operation such

as guest registration, room assignment and check-in and check-out procedures.

(Baker S, Bradley P, Huyton Jeremy, 2000)

3.2 DUTY MANAGER

Mazen Al zahr

DM at Anantara Qasr Al Sarab Desert Resort & Spa

Since April 2015 – Present

The responsibility of the duty manager at QAS is to handle the special requests, needs,

complains and inquiries of the guests in a helpful manner with focus. Duty manager should

have a thorough knowledge about the hotel products room’s types, food & beverage, rates,

offers, discounts, activities etc.

Duty Manager of QAS has to make sure ensure that their guest services meets the highest

standards at all times in terms of guests satisfaction.

It is very important for the QAS duty manger to have a positive and an innovative mindset

It is a must for the QAS duty manager to attend to the daily events, briefings, training and

development Programmes ant QAS (Baker S, Bradley P, Huyton Jeremy, 2000)


Figure 08 – Duty Manager of QAS

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3.3 REVENUE MANAGER

Revenue Manager of QAS is responsible for both strategic and tactical initiatives related to

revenue maximization. As a member of the Revenue Management Department, have the

opportunity to set strategic direction, determine pricing, create promotions, and explore new

distribution opportunities. He coordinates with the front office reservation managers to

maximize the profits of QAS. (Baker S, Bradley P, Huyton Jeremy, 2000)

3.4 RESERVATION SUPERVISOR

The section of reservation desk of QAS is controled by

the reservation supervisor. he organizes the staff duty

routines, and make decisions on accepting booking and

cancelations of bookings. effective decision making of a

reservaton manager establishes and maintains higher

standards of QAS.

example: at a situation where QAS takes more

reservations than the number of its rooms (overbooked)

the reservation manager has to manage such a situation

with his decision making abilities whether to stop taking

bookings or continue it.

Reservation supervisor of QAS is working under the position of revenue manager as well.

becuase reservations are the only main way to make revenues for QAS. for that the

reservation manager of QAS should have higher selling skills by suggesting higher room

categories, and also selling other QAS services or facilities such as spas, restaurants to

the guest.

recieving and processing the reservation requests of the expected guests and maintaining

reservation reports by completing reservation forms, sending reservation confirmation

letters is the primary role of a reservation supervisor at QAS.

The reservation supervisor of QAS corporates to process reservations from sales offices,

other units of the QAS, travel agents and other co-operations. He then communicate the

reservation details to the reception so that the resection can prepare expected arrival and

expected departure list day to day. (Baker S, Bradley P, Huyton Jeremy, 2000)


Figure 09 – Reservation Supervisor of QAS

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3.4.1 RESERVATION CLERKS

Reservation clerks of QAS is responsible of taking the bookings at

QAS through telephone fax, mail or e-mail. These clerks are responsible on keeping records

of the number of bookings placed each night and required details of all the bookings. They

are responsible to ask the guests and confirm each booking at QAS.

It is the responsibility of the reservation clerks to give all the reservation details of that

particular day to the reception to be ready for the expected guests. (Baker S, Bradley P, Huyton

Jeremy, 2000)

3.5 GUEST RELATIONS OFFICER (GRO)

Lydia Azemia Guest Relation Officer at Qasr Al Sarab Desert Resort and Spa

At QAS mostly the guest will only meet the receptionists and porters and have little contact

with the other front office staff. So QAS hire guest relation officers to build a more caring

and a personal atmosphere at QAS to its guests.

Guest relation officer will be at the reception and reservation area. Because their main

responsibility is to welcome guests and provide more personalized services. She ensures

above-and-beyond services to the guests which will be worth remembering. She has to

ensure to keep the guests happy at the moment they enter QAS premises.

Handling guests problems and complains is the duty of a guest relation officer. GRO will

also be responsible for checking the preparations of the rooms and escorting the guests on

their arrival.

.

GRO of QAS should be a combination of passion toward the job with a good communication

ability, positive mindset and empowerment with professional upbeat personality to deliver

outstanding services to QAS guests



Figure 10 – GRO of QAS

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3.6 CASHIER SUPERVISOR

The primary responsibility of Cashier Supervisor is to handle the cash

inflows and outflows of QAS and other methods of payments while supervising the work of

the senior cashier and other front office cashiers.

It is the responsibility of the cashier supervisor to balance all the guest accounts at the close

of each shift. And each and every guest folio update is supervised by the Cashier Supervisor

of QAS.

The work conducted by the senior cashier and front desk cashiers are supervised by the

cashier supervisor by assigning them with duties and responsibilities, scheduling time slots,

shifts, arrange training and development programs for his cashier staff etc.


3.6.1 SENIOR CASHIER & FRONT DESK CASHIERS

While the stay in QAS, guests may perform many credit and debit transactions with QAS.

Therefore Cashier has to open up individual guest profiles to prepare, update and settle the

bills at the time of check-out.

It is important for the QAS front office cashier to maintain the guest page updated by posting

all credit and debit transactions. They have to ensure the addition of all the charges

necessary to the guest bills.

The front desk cashiers should be able to answer any guest inquiry related to the fees of

any service at QAS.

The QAS Cashier also provides the foreign currency exchange facility to its overseas guests

and check the authenticity of the currency they receive.

For that the cashier update guest’s credit transactions step by step and it is the duty of

Cashier to resolve guest accounts by accepting credit card, cash, cheques, etc. and handles

safety deposit lockers with security.



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3.7 NIGHT SUPERVISOR

Night Supervisor will represent the QAS

Management during the night. The Night Supervisor

also helps the Front Office Manager in all aspects of

the department interring but not limited to directions,

drafting, budgeting, staffing and payroll in

accordance with hotel policies and procedures.

The front desk of QAS will be staffed by a separate

group of employees at night. Most of the time at QAS

the paperwork and checking of figures is done at

night which is called the night audit.

One of the most important task supervised by the

night supervisor is the back-up of the computer system by making copies of the important

files needed. Therefore even if a system failure occurs there will be copies of the required

files and records.

Night supervisor is responsible of supervising the tasks performed by the night auditors of

QAS. He assign the shifts, duties and responsibilities to the staff of the auditing unit of front

office at QAS. Night supervisor is responsible of arranging training and development

programs, staff meetings and other necessary activities.


3.7.1 NIGHT AUDITORS

It is the responsibility of the night auditors to check and complete the guest folios and QAS

accounts by balancing the revenue figures of QAS.

QAS doesn’t require much of the night auditors because most of the work of night audit is

supported by computerized systems.

He checks QAS front office accounting records for correctness on a day to day basis while

summarizing and adjusting information for the hotel's monetary records. Tracks room yield,

front office operating statistics and occupancy percentages.



Figure 11 – Night Supervisor of QAS

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3.8 FRONT OFFICE SUPERVISOR

Shachitra Gurung Front Office Supervisor at Qasr Al Sarab Desert Resort by

Anantara

Fundamentally the front office supervisor is to supervise QAS

front office team members to ensure diligent and smooth

operations for producing excellent feedback and guest

satisfaction.

Ensuring customer satisfaction by providing outstanding hospitality to the guests is the

primary responsibility of the Front Office supervisor. For that the prompt and professional

handling of customer complaints, requests and concerns is very important.

He is also responsible in supervising the answering of phone switchboards, take messages,

transfer calls, and handle the incoming and outgoing mails.

Front office supervisor is responsible of assigning and supervising the duties and

responsibilities of his front office associates such as guest relations agent and guest service

agents. These resource should be identified and effectively allocated by the front office

supervisor to ensure to get the maximum outcome from the capabilities of his staff.

So it is the responsibility of FO supervisor to hire training associates and conduct training

and development programs. For that FO Supervisor has to evaluate performances of his

associates and provide them with necessary feedbacks.

FO Supervisors should make sure that his QAS associates follow the operational

procedures and company policies in the right manner. For that QAS FO Supervisor arrange

meetings and discuss the update and issues of the staff as well as educating them with

emergency, safety and security procedures of QAS.



Figure 12 – front office Supervisor of

QAS

25 | P a g e

3.8.1 GUEST SERVICE AGENT

Roshan Fernando

Guest Service Agent at Qasr Al Sarab Desert Resort by Anantara

Since September 2015 – Present

It is the responsibility of the guest service agent at QAS to greet the guests in a friendly and

a professional manner according to the standards of QAS

He is engaging with each and every individual guest in a professional and a friendly manner

in order to attend to their requests.

Guest Service Agent is responsible to perform daily check-in and check-outs of guests

accurately.

Another main responsibility of the guest service agent at QAS is to make reservations over

the phone therefore he has to answer the telephone in a timely and professional manner

Guest Service Agent usually works in the reservation desk to check the accuracy of the

reservations and identify the special requests, complains or concerns of the guests and

address & resolve them.

Therefore Guest Service Agent promotes a safe working environment and performs any

additional duties and tasks assigned by the management.



Figure 13 – GSA of QAS

26 | P a g e

3.9 TELEPHONE SUPERVISOR & TELEPHONE

OPERATORS

All the staff in the telephone unit involves the telephone supervisor and the telephone

operators who work for both day and night.

QAS Telephone Supervisor responsible to run effectively the switchboard and supervise the

operators ensuring incoming calls is given the highest possible service.

they are responsible of processing incoming and outgoing calls through the QAS

switchboards. therefore this telephone unit staff shoulg have proper language and

communication skills.

telephone operators sould ensure that they give information to the guests over the

telephone on diverse subject matters such as the time or weather in another country, hotel

facilities, fees, bills, any requests of guests or complaints etc.

telephone operators are respnsible to place international calls and provide wake up calls to

the guests accroding to their requests.

QAS telephone unit operates the paging system of QAS to facilitate the interdepartmental

communication between certain members of the hotel staff and management.

a very important role of the telephone supervisor and oeprators is to act as a communication

center at QAS in case of any emergency such as fire alarms, bombs, attacks etc. so that

the QAS telephone operators hold a certain amount of responsibility at the case of handling

an emergency situation to protect the QAS guests. (Baker S, Bradley P, Huyton Jeremy, 2000)

3.10 MAIL & INFORMATION SUPERVISOR & CLERKS

Information Supervisor is the person who provides details to the guest about the QAS

products and Services, nearby food and beverage, places of tourist keenness in the city an

around, etc. and also handles guest mail, messages and keys.

Therefore it is the responsibility of the information supervisor and clerks to provide desired

information and maintain information rack. On the other hand handling the guest room keys

is a responsibility of the mail and information clerks and supervisor. In case of any complain

or request by guests the information supervisors has to coordinate with the guest room

maintenance work with the engineering and maintenance staff of QAS. (Baker S, Bradley P,

Huyton Jeremy, 2000)


27 | P a g e

3.11 RECEPTIONIST

Receptionist is the first person to meet with the guest at

their arrival to QAS and as well as exodus.

At Qasr Al Sarab reception staff welcome the guest at

the main entrance. They extend their greeting by

opening the door of the vehicle of the guests. They

greet the guest by name in the local language upon:

“Marhaba, welcome to Qasr Al Sarab, Mr. & Mrs.

XXX!”

At this stage all staff will greet with a smile warmly towards the guest’s in a friendly manner.

At the arrival the doorman of QAS will give an Indigenous welcome to the guest by offering

coffee and dates at the main entrance while talking about their trip to Qasr. And also QAS

also offers the guest to take a photograph with a falcon. The front office reception will then

escort the guest to the QAS lobby.

(Nasledova, 2012. Arrival)

One of the responsibility of the receptionist is to coordinate room situation updates with

housekeeping unit and inspect the availability of QAS rooms and transfer rooms and call

the Guest Relation Officer to escort guests to their rooms.

After escorting the guests who enters QAS as group arrivals or individuals to their reserved

rooms the receptionist have to deal with them throughout their stay. He has to handle

immediate problems, queries, special requests, room shift and other needs of the guests.


Receptionist in the front office department in QAS communicate to the house keeping

department to inform the housekeeping about all the late check outs, check outs and early

check in and special requests. (Baker S, Bradley P, Huyton Jeremy, 2000)

Figure 14 – Receptionist of QAS

28 | P a g e

3.12 CONCIERGE SUPERVISOR

Concierge supervisor works at the travel desk and concierge units of QAS Front Office

department.

Concierge suervisor gives assistance to the guests related to both QAS services and other

services and non-services. He helps the guest- regardless of whether inquiries charge in-

hotel or off-premises facilities, services, attractions, or activities.

It is the duty of concierge supervisor to accommodate guests with details about services

and activities in or outside the estate of Abu Dhabi.

It is the responsibility of the concierge supervisor to set up guest reservations for air travel

or other forms of transportation when requested by the guests. He also makes guest

reservations by obtaining necessary tickets for entertainment and activities held at Abu

Dhabi and providing directions and transportation facilities for guests when requested.

Therefore coordinating the guest’s requests for special services is the primary role of the

concierge supervisor.

Therefore contacting roomed guests from time to time to ascertain any special needs and

Handling the guest’s requests, matters and solve complaints to the degree possible will help

the QAS front office to maintain its service standards with related to the concierge activities

at QAS.

He also has to perform other special jobs as directed by management.

For his services to be supported he has a bell captain who handles bell boys, door men and

valet parkers.


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3.13 LOBBY SUPERVISOR & BELL CAPTAIN

Lobby Supervisor or the bell captain is the person who is

in charge of the uniformed staff in the front office of QAS.

They usually works from the bell desk to the main lobby

of the front office.

Lobby supervisor/ bell captain supervises the bell

captain, doorman, bell boys and valet parkers. Lobby

supervisor usually works with close contacts with the

concierge, front office manager and other departments.

Lobby supervisor / bell captain is responsible of providing

information to the guests about the QAS services and

directions to places inside QAS. Lobby supervisor is also

responsible in arranging the hire of QAS cars and transportation services when it is

requested by the guest to the concierge.

This positions of lobby supervisor and bell captain is the person who arranges things that

the guest requires like things such as private aero plane trips.

3.13.1 BELL BOYS

QAS Bell Boys are the people who transport the luggage of guests during their arrivals from

the lobby to the room and during their departures from room to the vehicle at QAS.

At the time of arrival the bell boys put a luggage tag to the bags brought into QAS by the

guests. At the time of departure the bell boy responsible take a cursory look at the room to

check whether everything is intact before taking the baggage out of the room.

Throughout the handling of these luggage the bell boys escort the guests to their rooms and

make them familiarize with the room facilities such as weather control, telephone directory

and other equipment installed and facilitated by QAS.

It is the responsibility of bell boys to perform the sundry guest services such as posting mails

and purchasing things from outside the QAS for the guests. Bell boys also coordinate with

the mail & information desk to deliver packages, mails and messages to guests’ rooms.


Figure 15 – Bell Captain of QAS

30 | P a g e

3.14 DOOR MAN

From the people who can create the first impression in the

mindset of QAS Guests, the doorman plays a significant

role. Because doorman is the person who opens the door of

the guests’ vehicles at the time of their arrival to QAS.

Therefore he is the first person who greets the guest first

and interact him while opening the door for the guest at the

main entrance.

Doorman also coordinates with the bell boys and valet

parkers by helping the bell boys in lifting the guests’ luggage

and parking the guest’ vehicles in the hotel’s parking area.

(Picture of the Doorman with a QAS guest is attached at the Appendix C)

3.15 FALCON OF QAS

Near the main entrance of QAS is a person standing

with the authentic falcon bird of Qasr Al Sarab to

welcome the guest in its own unique way

(Picture of the Falcon is attached at the Appendix D)


1.1 VALET PARKERS

Valet parkers are the people who provides parking services to the automobiles of guests

safely and effectively. They provide an exceptional service to the guests in a friendly,

courteous and a professional manner. To perform this function the valet parkers assists the

guests with loading and unloading the luggage, providing directions to the attractions,

facilities and activities at QAS and Abu Dhabi.

Figure 16 – Door Man of QAS

Figure 17 – Falcon of QAS

31 | P a g e

4 CHAPTER

FRONT OFFICE LAYOUT

AND POSITIONING at Qasr Al Sarab

32 | P a g e

4.1 ENTRENCE

A guest entering QAS from the empty

quarters of Abu Dhabi comes across with

the two Main castle towers as shown in

figure 06 with the name Qasr Al Sarab on

either sides.

Entering these towers is a main walkway with little flags of UAE on either sides.

Figure 18 – Entrance from the empty quarters (MrKesavaraj,

2013.)

Figure 19 – UAE flags in the walkway (MrKesavaraj,

2013.)

Chapter 04 | Layout & Positioning

33 | P a g e

This walkway gives the impression that it’s a beautiful resort set in the desert.

Once the guest enters QAS through the walkway he enters the car park of QAS which is

easily identifiable by the guest which requires no directions to guide the guests to the

vehicle park shown in figure 08.

From the car park it is the main entrance to the resort Qasr Al Sarab. This main entrance

displays the star classification (Figure 09) of Qasr Al Sarab displayed on the right hand

side of its wall.

Entering from the main entrance is a small lobby area like shown in figure 10 for the guests

waiting for transportation. This lobby is facilitated with an Arabic themed sitting area (figure

12) and attractive water fountains (figure 11) from either sides.

Figure 20 – Car park at QAS (MrKesavaraj,

2013.)

Figure 21 – Star Classification of QAS (MrKesavaraj,

2013.)


34 | P a g e

Figure 23 -Fountains on either sides Figure 24 - Sitting area

(MrKesavaraj, 2013.)

Figure 22 – Small lobby

area from the main entrance



35 | P a g e

Straight from this main entrance is a glass door (indicted by the

arrow in figure 13) which opens up for the front office at Qasr Al Sarab.

The figure 14 below show how the front office is visible to the guest at the time he enters

QAS

Figure 25 – Glass door entering the front office at QAS (MrKesavaraj,

2013.)

Figure 26 – how front office is visible as soon as the guest enters (MrKesavaraj, 2013)

Entrance to the front office


36 | P a g e

4.2 SECTIONS OF FRONT OFFICE AT QAS

The front office of QAS is designed and located in a way that facilitate the employees to

work efficiently while accommodating the guests comfortably. This effective layout creates

a very positive impression about QAS in the mindset of the guests. This layout of the front

office at QAS provides a workable impression for the employees with the physical

equipment needed.

But when taking a close look at the layout of the front office in the perspective of its staff

there are some ineffective positioning of its sections of the front office. These effective and

ineffective positioning will be discussed below.

The Front office at Qasr Al Sarab (QAS) is divided into sections of:

Lobby

Reservation

Reception

Bell desk

Information desk

Travel desk

Concierge

Communication

Cash and bills

These divisions of the department keeps the functioning of the QAS Front office well-

organized. The layout of QAS is a separation of these sections within the department as

shown in figure 15. This layout of QAS enlighten the efficiency and operations of staff due

to its design with suitable space allocation. (Fernando R, 2016)


37 | P a g e

MAIN

ENTRANCE

(J) EL

EV

AT

OR

(I)

RE

SE

RV

AT

ION

DE

SK

&

CA

SH

/BIL

LS

AR

EA

(A) C

OM

MU

NIC

AT

ION

AR

EA

&

INF

OR

MA

TIO

N D

ES

K

(F)

DO

OR

(H

)

DOOR (C)

DOOR (B) DOOR (G)

TRAVEL

DESK &

CONCIERGE

SERVICES (E)

RECEPTION

DESK

(D)

LOBBY

ENTRANCE

MAIN LOBBY LIBRARY BAR

OUTDOOR SITTING AREA

SE

AT

ING

AR

AN

GE

ME

NT

S

SE

AT

ING

AR

AN

GE

ME

NT

S

SEATING

ARANGEMENTS

SEATING

ARANGEMENTS

SEATING

ARANGEMENTS

SEATING

ARANGEMENTS

1.2 LAYOUT & POSITIONING OF THE TOTAL FRONT OFFICE

BA

CK

OF

FIC

E

BA

CK

OF

FIC

E &

TE

LE

PH

ON

E

OP

ER

AT

OR

RO

OM

BELL DESK

Figure 27- Total layout of the front office at QAS (Source: diagram developed by students)


38 | P a g e

4.3 BELL DESK AT QAS

Bell desk at QAS is to handle the guest luggage at the time of arrival, occupancy and

departure which are moved from the guest vehicle to the lobby and then to the guest room

and vice versa. This Bell desk is supervised by a bell captain who is supported by a crew of

page boys and bell boys. It is the responsibility of the bell desk to guide the guests to their

rooms and explain them the hotel and room facilities. (Nasledova, 2012. Arrival)

4.4 POSITIONING OF THE BELL DESK

For the purpose of bell desk to be efficient the bell desk at QAS is positioned at a place that

is close to the QAS main entrance and a place that the QAS parking is clearly visible to the

bell desk.

4.5 RESERVATION AREA AT QAS

The people who schedule business or leisure tours to the empty quarter of Abu Dhabi

always look forward for a safe and relaxing accommodation. Therefore people does a

booking of a room at QAS according to their choice.

So that the reservations office is mostly used at the pre-arrival stage of the guest

At this stage receiving and processing the bookings at QAS is the responsibility of the

reservation area of the front office. This reservation area handles and maintains records of

reservations by proceeding with verifications, confirmations, modifications and cancellation

of reservations.

Qasr Al Sarab being a unit out of luxurious hotels by Anantara brand is in form of a fully

automated hotel with OPERA Property Management System which offers the required

implements that the front office staff requires to carry out the day to day operations at QAS.

(Nasledova, 2012)

The reservation area is handled by the reservation manager of QAS who is backed by the

clerks and assistants for the operations of reservations.


39 | P a g e

4.6 CASH AND BILL OF QAS

The recording of all the monetary transactions related to the respective guests are done at

the cash and bills area of the front office. This section receives cash, traveler’s cheques,

handle credit/debit and organize foreign currency exchange. This area of cash and bills is

handled and directed by a cashier.

In the cash and bill section of QAS front office when the guest is ready to check out the cash

and bills area retrieve the guest folio from the system and print a guest informational folio

for the guest to check and ultimately the guest pay the outstanding amounts to this area

and receives the copy of the guest bill before departure. (Fernando R, 2016)

4.7 RECEPTION AT QAS

The responsibility of the QAS reception is to provide a warm indigenous welcome to the

guests as per Anantara standards.

The task of reception is carried mainly at the stage of arrival in the guest cycle because it is

the reception who has to receive and welcome the guests at their arrival to the hotel. This

responsibility is directed by a supervisor supported by a crew of front desk assistants and

receptionists. For the ease of the QAS staff to perform their tasks effectively and efficiently

the reception is positioned in the near immediacy to the QAS entrance.


40 | P a g e

4.8 POSITIONING OF RESERVATION DESK, CASH & BILLS AREA AND

RECEPTION DESK

The figure 16 below is an image of the reservation desk, cash and bills area, reception desk

at Qasr Al Sarab

Figure 28 – reservation desk, reception area and bell desk at QAS from the view of entrance


The reservations of QAS is done at the front desk (Arrow A) which is designed and located

depending on the duties performed at it.

This front desk (A) of QAS is located as it is very noticeable to the guests’ entrance,

therefore the signs to direct the guest to the activity centers is not necessary. Because the

reservation desk is exactly at the left hands side from the entrance. So that the reservation

desk is clearly visible to the guests. Arrow D on figure 16 shows the reception desk at QAS

which is a small desk located next to the reservation desk.

Since QAS is a large hotel the reception area is positioned next to the reservation counter

which ease the communication between the back offices, front desk/ reservation and

reception desk though a small door (Arrow B) which is shown in the picture.

A

B

C

D


41 | P a g e

This positioning of the reception desk (D) next to the reservation desk

(A) eases the task of the reservation supervisor and reservation clerks to provide the

reception with reservation details each day. So that it will be easy for the reception staff to

be ready at the arrival of the guests.

Unlike the circular and semicircular arrangements in other hotels the front desk (A) of QAS

takes up a linear arrangement to avoid the guests approaching from either side of the front

desk and equipment of QAS can be fixed at specific places than at several places. This

linear arrangement is not a problem since QAS is a resort hotel which they do not have to

deal with many guests at once in the reservation area. (Fernando R, 2016)

QAS considers the guest information to be confidential, therefore the front desk of QAS do

not screen any equipment or form on top of it. Therefore on the top of the front desk it

displays only two UAE flag stands on either sides. (Fernando R, 2016)

Even though the Reservation desk (A) does not screen any equipment this desk is

supported by a back office with a telephone operator room which is highly equipped with

computers, fax machines, printers, telephones and other necessary equipment to support

the duty of the reservation supervisor and clerks.


Res

erv

atio

n d

es

k

Cas

h &

bills

Entrance

Reception

Ba

ck

Offic

e

Door C

Door B Easy coordination

between

reservation &

reception

Figure 29 – good positioning discovered from the positioning of reservation

desk and reception (Source: diagram developed by students)

No E

qu

ipm

en

t

vis

ible

Fu

lly fu

rnis

hed

with

Equ

ipm

en

t

Lin

ea

r Arra

nge

men

t

Front desk Clearly

Visible to the entrance

42 | P a g e

Res

erv

atio

n d

es

k

Cas

h &

bills

Entrance

Reception

Bac

k O

ffice

Door C

Door B

Not

enough

space

allocated

Mo

re d

ista

nce

from

rece

ptio

n

to th

e e

ntra

nce

Figure 30 – weak positioning discovered from the positioning of reservation desk

and reception (Source: diagram developed by students)

SUGGESTION 01

The responsibility of the reception is to welcome the guests at the time of arrival. But this

task would be more effective if the reception was located close to the entrance than

already situated.

Reception need to be at the main entrance immediately when an expected guest arrives.

But if the reception was more close to the entrance this task would be easier even at the

arrival of an unexpected guest.

SUGGESTION 02

Reservation desk is used for two purposes at QAS for check in registrations, allocating

reservations and check out payments by handling cash and bills. But the area allocated

for both the purposes in the same desk is very less. This will be very uncomfortable to

handle a crowd guest coming for both the purposes of reservation and settlement of bills

at once. At such an instance if there were more space allocated at the reservation desk

both the tasks can be carried out easily by handling the guests easily.


43 | P a g e

4.9 TRAVEL DESK OF QAS

In the time of December the guests also attends to Western Annual cultural activities such

as Al Dhafra Camel festival and Abu Dhabi Adventure Challenge (Quick facts, 2012)

Therefore it is the responsibility of the travel desk to take care of the travel arrangement for

sightseeing tours during the occupancy of the guests. In addition to the Desert traveling the

Travel desk also make arrangement for Air Line tickets, railway reservations, Railway pick-

ups and drops of the guest. They arrange vehicles to the guests on request and guides who

is able to communicate in the guests language. This travel desk of QAS is not outsourced

to an external travel agency because it is headed by the experts from the QAS group.

(Fernando R, 2016)

Travel desk of QAS is also used for the purpose of concierge operations.

4.10 CONCIERGE AT QAS

Since UAE, QAS is watering hole that is a home to free roaming desert fauna. (General Fact

Sheet, 2009) The guest who visits QAS for leisure or any business purpose enjoys the desert

experiences like Camel Trekking, Desert Drives and Walks, Archery, Fat Biking and much

more. (Global hotel alliance, 2014) These tour arrangements of QAS guests are handled and

arranged by the concierge or QAS

The Concierge services of QAS is provided at the travel desk. This service provides services

and information to the guests about their reservations, appointments, tour arrangements,

events in Abu Dhabi etc. it is the responsibility of concierge to provide personalized services

to the guests. (Fernando R, 2016)


44 | P a g e

4.11 POSITIONING OF TRAVEL DESK / CONCIERGE AT QAS

Figure 17 below best explains the position of the travel desk at QAS with respect to the

main entrance, lobby and information desk.

Figure 31 – Travel desk of QAS from the view of the bell desk (MrKesavaraj, 2013.)

Concierge services at QAS is also conducted at the travel desk (Arrow E). It is placed in the

right side top corner of the front office. Just in front of the bell desk at QAS facing each

other.

Once the guest enters from the main entrance to the front office, on his left hand side is the

information & communication desk (Arrow F). Next to the information and communication

desk is a small desk which performs the travel and concierge services (E).

E

ENTRANCE LOBBY

F


45 | P a g e

4.12 COMMUNICATION AREA AT QAS

The communication network of QAS is maintained from this section of the hotel. QAS has

their own branch exchange, post and telegraph lines. Unlike the other hotels with all

outgoing calls being routed through the telephone operator QAS has revolutionized. QAS

allows the guests to make outgoing calls without routing through the operator. This

guarantee an accurate accounting of outgoing calls through a call accounting system.

The function of wake up devices is also replaced by the call accounting system. The time

for the guest to wake up is pre-registered with a pre-recorded message which will be played

once the guest extension will be dialed and answered. This makes the QAS communication

process effective by reducing the number of telephone operators.

It is the responsibility of the communication section to direct calls to the guest rooms through

the PABX system. In additional to that QAS communication section allows the guests to

inquire about the hotel events and facilities as it also protects the guests’ privacy and

coordinate emergency communication. These communication services are offered to the

guest at his occupancy stage of the guest cycle.

(Fernando R, 2016)

4.13 INFORMATION DESK AT QAS

As in other hotels front office of Qasr Al Sarab is also comprised with an information desk

headed by an information assistant to arrange a well-organized way to offer information to

the guests. This section is mostly used by the guest at the time of its arrival and occupancy.

(Picture of the information desk is attached at the Appendix E)


46 | P a g e

4.14 POSITIONING OF COMMUNICATION AREA AND INFORMATION DESK

Figure 32 – communication and information desk from the view of the reservation desk


Through the small door located at the right side ( Arrow G in fig 18) of the information desk

has access to the travel desk (E), telephone operator room and a back office area and the

door at the left side (Arrow H) of the information desk has access to the elevator of QAS

(Arrow I).

E

F

G H I

ENTRANCE

SUGGESTION 03

Since QAS is a large luxurious hotel, this information desk should be located next to the

reservation to provide an efficient task in handling the traffic of guests. But in QAS the

information desk (Arrow F in figure 18) is in front of the reservation desk facing each other.

Information desk (F) is open to a back office like the Reservation desk through a small door.

This telephone operator room is fully equipped with computers, mailing systems, fax

machines, wake up devices, telephones etc. for the task of telephone operators and

supervisor to be easier.


47 | P a g e

Res

erv

atio

n d

es

k

Entrance

Bac

k O

ffice

Door C

Door B

Access to

two back

offices

Info

rma

tio

n d

es

k

Bac

k O

ffic

e

Door G

Door H

Ease to coordination between

reservation & information desks are

not effective

Figure 33 –

weaknesses

discovered

from the

positioning of

reservation

desk and

information

desk

(Source:

diagram

developed

by students)

Suggestion 04

The task of information desk and the reservation desk would have been much more

efficient if both of the desks would have access to the same back office rather than

opening them up to two different back offices. Because in case if the reservation needs

to coordinate with the information desk for their paper work they will have to through the

front office from desk to desk to communicate. This is a very ineffective way when handle

the crowd of guests. Therefore this handling of guests would have been more effective if

the information desk would have placed next to the reservation desk with the access to

the same back office.


Elevator is easily

accessed

48 | P a g e

4.15 LOBBY OF QAS

The lobby of QAS is fully equipped with seating arrangements as a waiting and a meeting

area for the QAS guests and visitors. This lobby of QAS is considered as the first and last

point of the guest contact. The luxurious and well-furnished lobby of QAS crafts an inspiring

impression towards the inclusive Arabic standard of QAS in the senses of the guests.

Figure 34 – Main Lobby of QAS (MrKesavaraj, 2013.)

Lobby of QAS is facilitate with an Arabic Cultured library, outdoor seating area and a bar

area for the guests. The right side of the lobby is opened to the bar and left side to the

library. And a door from the library is opened to the outdoor seating area. Few pictures in

figure 20 shows the library and the outdoor sitting area.


49 | P a g e

Figure 35 – Library and Outdoor sitting area attached to QAS Lobby (MrKesavaraj, 2013.)

(Picture of the library attached to the lobby is attached at the Appendix F)


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4.16 POSITIONING OF THE LOBBY

The Lobby of QAS is designed and located in a way that facilitate the employees to work

efficiently while accommodating the guests comfortably. Therefore for the QAS operations

to be efficient the lobby of QAS is intentionally situated in the front office area.

(Fernando R, 2016)

The lobby of QAS is sited just beyond the main entrance to QAS. Once the guest enters

QAS front office going straight passing the water fountain is the entrance to the lobby

followed by a downward sloping staircase. The arrows in figure 21 pointing from either side

shows the entrance to the lobby from the front desk area.


Figure 36– Entrance to the lobby of QAS in the view from the main entrance (MrKesavaraj, 2013.)

Figure 37 – entrance to the Lobby from the front office area (MrKesavaraj, 2013.)

51 | P a g e

Entrance

Figure 38– strengths

& weaknesses

discovered from the

positioning of the

entrance to the lobby

(Source: diagram

developed by

students)

Wall Wall

Lobby Bar Library

Outdoor Lobby Area

If this two walls did not exit it would

have provided a beautiful open area

for the guests

Lobby

Entrance

SUGGESTION 04

But if this lobby was positioned in an open area in the front office this would have

allocated more space to the front office than positioning the lobby in a separate area

to enter it from a couple of stairs.

If the lobby was in an open area than it is already placed it would effective for the

waiting guest in the lobby because they can have a clear view of the main entrance

even while waiting comfortably in the lobby


Directly from the

entrance to the lobby

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4.17 POSITIONING OF ELEVATOR, ENTRENCE AND FRONT

DESK

Figure 39 – Elevator, Entrance and front desk (MrKesavaraj, 2013)

Figure 40 – Elevator

situated at the front office

(MrKesavaraj, 2013)

F A I

J

I


53 | P a g e

QAS front office design creates a very safe environment for its guests because the QAS

front desk is positioned by taking the locations of entrance and elevator into account. It is

shown in figure 23 above.

The front desk (A) of QAS is located right opposite to the entrance (J) and elevator (I). This

offers the front office clerk a clear view of the people coming into QAS from outside and the

people coming off the elevator. This ease the job of night auditor to monitor the security of

the hotel lobby. (MrKesavaraj, 2013)

Fro

nt d

es

ks

(Re

se

rva

tion

des

k)

Fro

nt

de

sk

s

(In

form

ati

on

de

sk

)

Elevators Entrance

Wall

Figure 41 – Positioning of

Entrance, Elevator & front

desk (Source: diagram

developed by students Direct view

of the

elevator is

not

facilitated to

the front

desk due to

the wall

SUGGESTION 05

But there is a wall with a small door separating the Elevator area and Information desk.

(Figure 25) Because of this wall the front desk staff doesn’t get a direct view of the people

leaving and entering QAS through the elevator. But the door from that same wall provides

easy, quick and immediate access for the information desk staff to the elevators even in

case of emergencies. But if this wall was not situated at that particular place it would have

been more efficient for the QAS front office clerk at the time of its night Audit.


Entrance is

clearly visible

to the

reservation &

information

desks

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5 CHAPTER

INTER-DEPARTMENTAL

COMMUNICATION at Qasr Al

Sarab

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Since the front office is the link between the guest and other departments for the effective

functioning of QAS its front office coordinate effective communication with various other

departments at QAS. These departments that front office communicate includes the

departments of housekeeping, food and beverages, engineering & maintenance, sales &

marketing and security.

Front office is the link between the guest and other departments of the hotel (Tiwari)

5.1 COMMUNICATION WITH HOUSEKEEPING

Housekeeping department of QAS provide all the basic facilities, comforts and necessities

including electrical equipment in-house entertainment, laundry, linen handling and

dispatch etc. One of the main task coordinated by housekeeping is settling the

inconsistencies by updating the room status reports time to time to the front office which

allows a smooth sales of rooms at QAS.

Housekeeping department and the Front office department at QAS together communicate

every little detail from the room count to safety concerns including special requests of

guests. For example if a guest requested any room change to front office it should be

communicated with the housekeeping department so that they will get the room readied

and inform the room status back to the front office. (Fernando R, 2016)

Housekeeping and the front office additionally impart on the subtle elements of potential

house tally (a report of the quantity of visitors enlisted in the inn), security concerns, and

demands for courtesies such as individual toiletry things, for example, cleanser, toothpaste,

mouthwash, and electrical gear. These issues are of quick worry to the visitor and also to

chiefs in the resort.

Chapter 05 | Interdepartmental Communication

56 | P a g e

It is the responsibility of the Housekeeping departments of QAS to send the occupancy

report with the room status records correctly and frequently to the front office department.

This helps the front office to their room status reports accordingly and get the exact house

count available and occupied.

• Available Clean, or Ready ----- room is prepared to be involved

• Occupied ----- visitor or visitors are as of now holding the room

• Stay over ----- whether the visitors are looking at of a room on the present day

• Dirty or On-Change --- yet the housekeeping staff has not discharged the room.

• Out-of-Order -----------room is not accessible for inhabitance as a result of a

mechanical breakdown

A close link between these two departments brings out and efficient operation inside

QAS to bring repeat guests to QAS because it’s only the housekeeping can make the

customers feel like its home. (Fernando R, 2016)

Housekeeping of QAS and the front office speak with one another about housekeeping

room status. Housekeeping room status can be portrayed in the accompanying

correspondence terms.


FRONT OFFICE

department

HOUSE KEEPING

department

Update the room status

Inform the room count

Inform special requests of guests

Coordinate the safety concerns

Send occupancy reports

Figure 42: Inter departmental communication of front office with the house keeping

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5.2 COMMUNICATION WITH F&B SERVICE DEPARTMENT

The front office of QAS mostly communicate with F&B to report an estimation of the

forecasted awaiting guests or any VIP preparations or functions with related to the sales

of Food and beverages. This helps the F&B to organize their work and create a proper

agenda on the staff necessity. Front office frequently communicate with the F&B informing

about the arrivals and departures of guests, setting up special arrangements in rooms

(bars in VIP rooms) , predicted VIP guests, crews and groups, special meal plans of these

guests with the bookings done etc.

In an ordinary hotel with a manual system, all the F&B vouchers signed by the guests are

sent to the folio at the front office on time to avoid late charges. But in QAS its automated

system convey the essential data from the F&B department to the guest folios in the Front

office at QAS.

F&B services passes messages of precise data on exchanges, which are structures used

to convey a charge to a visitor's record.

This smooth communication between the two departments of Front office and F&B

ensures an efficient and effective operation with related to the Food and beverage

services to the guests.

(Fernando R, 2016)


FRONT OFFICE

department

FOOD & BEVERAGE

department

Report forecasted awaiting guests

Inform arrivals & departures of guests

Inform VIP preparations related to F&B

Setting up special arrangements in rooms (bar)

Request special meal plans

Send F&B Vouchers to guest folios

Figure 43: Inter departmental communication of front office with the food & beverage

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5.3 COMMUNICATION WITH SALES AND MARKETING DEPARTMENT

Coordination of front office department and sales and marketing department at QAS is

also very important to develop marketing strategies for the off season period at QAS.

Therefore the front office department at QAS shares the guest histories with room

reservation records (groups, corporate and crew bookings) and current room availability

status with the sales and marketing department.

Department of marketing & sales at QAS depends on the front office it give information on

visitor histories, insights concerning every visitor's visit.

The promoting and deals officials might need to check the arrangements of accessible

rooms three, six, or even twelve months later on to make sure the resort can accommodate

the normal number of visitors.

A database of accessible rooms is kept up in the property administration framework by the

front office which can be accessed by the sales and marketing department

This effective coordination between the two departments helps to bring a high amount of

profitability to QAS even at off seasons.

(Fernando R, 2016)


FRONT OFFICE

department

SALES & MARKETING

department

Shares guests histories

Shares rooms reservation records

Inform current room availability status

Shares insights of every visitors visit

Sales & marketing can access the database of

front office

Figure 44: Inter departmental communication of front office with the sales & marketing

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5.4 COMMUNICATION WITH THE ENGINEERING AND MAINTENANCE

DEPARTMENT

For the suitable running of the equipment and systems fitted at the hotel the front

office has to communicate and coordinate with the engineering and maintenance

department of QAS.

Example: in case of any request about the maintenance by the guest is done to front

office it’s the responsibility of the front office to coordinate with the engineering and

maintenance department to perform the required activity.

Most complaints are connected with issues in regards to poor warming or cooling,

flawed pipes, loud hardware and broken furniture. All reports will we recorded at the

front desk logbook for repair work request.

In case if the maintenance is to be carried out in a guest room the two departments

communicate and work out an agenda to carry out the maintenance in absence of

the guest or request the guest to change the rooms. (Fernando R, 2016)


FRONT OFFICE

department

ENGINEERING &

MAINTAINANCE

department

Inform the status of equipment & systems in

rooms & the front office

Inform issues regarding equipment & systems

Communicate agendas to carry out maintenance

Coordinate through a “repair work request log

book”

Figure 45: Inter departmental communication of front office with the engineering & maintainance

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5.5 COMMUNICATION WITH THE SECURITY DEPARTMENT

Front office and Security department cooperate in keeping up visitors’ security. Fire

security measures, emergency management frameworks and techniques for routine

examination of visitor security concerns are done by the coordination between these

two departments

In case of any emergency like fire, bomb threats, robbery and terrorism it’s the duty

of front office to explain the emergency safety procedures to the QAS guests while

calling the security department for a security personnel to resolve the problem.

Therefor the security concerns of guests should be sorted out by the front office with

the proper coordination with the security department. (Fernando R, 2016)


FRONT OFFICE

department

SECURITY

department

Cooperate in keeping up visitors’ security

Requests routine examination of guest’s security

Explain emergency procedure to guests

Coordinate to resolve issues

Figure 46: Inter departmental communication of front office with the security

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5.6 COMMUNICATION WITH THE HUMAN RESOURCE DEPARTMENT

The HR administration office might depend on the front office staff to go about as

an introductory purpose of contact for potential workers in all divisions. It might even

request that the front office needs new candidates.

A proper coordination between the front office department and Human resource

(HR) department aids QAS to build up a professional and a qualified staff at its front

office. If there is any requirement of a new staff, training Program, refresher training

the front office informs to the HR department with the basic guidelines. Then the

HR department develops the suitable criteria for the initial screening of the

candidates including the educational requirements, achievements, experience etc.

The close communication between these two departments aids the QAS front office

department to acquire the best employees for the front desk and to conduct training

and development programs to keep the existing employees updated with the latest

happenings in the Hotel industry. (Fernando R, 2016)


FRONT OFFICE

department

HUMAN RESOURCE

department

Requests new candidates to the Front Office

Coordinate to build up qualified & professional staff

Inform about training & development programs

Figure 47: Inter departmental communication of front office with the human resource

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5.7 COMMUNICATION WITH THE BANQUETS DEPARTMENT

During a special function or an occasion it is very important for the front office to have

a close coordination with the banquet department. The displaying of bulletin boards

and directional signals at the hotel is placed by the banquet.

At special occasions and functions non-resident guests who are unfamiliar with the

hotel layout comes to QAS so when guests ask directions from the front desk they

should be able to answer quickly to provide a better service to QAS customers.

Therefore to handle such situations banquet department sends a function catalogue to

the front office in prior to the function which helps the front office to provide guidelines

to its guest efficiently.

The front office work area staff might likewise give work to set up the everyday

announcement load up, an inside posting the day by day exercises of the QAS (time,

gathering, and room task), and marquee, the control side message load up, which

incorporates the logo of QSA and space for a message.

Therefore with a close coordination with proper communication between front office

and the other departments ultimately brings out an efficient process of operations to

provide a better service to the QAS customers.

(Fernando R, 2016)


FRONT OFFICE

department

BANQUET

department

Inform about events & functions

Requests to place bulletin boards & directional

signals

Sends function catalogue to FO

Figure 48: Inter departmental communication of front office with the Banquet

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6 CONCLUSION

QAS Front Office Department is the central point of the guest interactions at QAS.

Employees in the front office are the first people who meets and greets the guests at the

first place of their arrivals.

According to information gathered about the desert resort Qasr Al Sarab the organizational

structure is a bit complex structure with hierarchy and positions since QAS is a large resort.

For the efficient and smooth functioning of the front office it is evident that there is an

effective organizational structure designating several job roles in different units of the front

office. This division of labour and span control is organized based on the tasks performed

by them. All of these staff members are empowered with a decision making authority.

According to the job roles described they support each other to create an effective guest

experience.

It is visible that the reception, reservation, bell desk, information desk, & travel desk are

located in the lobby at a place which is visible to the guests. But the sections which do not

require guests’ interactions are placed at the back of the front office department.

The layouts and positioning of different sections & equipment at QAS is in a way that they

can do their work effectively with changing people interaction into a joyful art.

Even though during the collection of information there were some suggestions raised in the

opinion of the group members these positioning, policies and procedures ensures that QAS

can provide a standardized service to its guests in every possible way while insuring the

staff efficiency of working

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7 REFERENCE LIST

1. Anantara, 2016. About Anantara [online] Available at:

<http://www.anantara.com/about.aspx> [Accessed 25 Jan 2016].

2. Assosiate Handbook, 2010 sep 09. P.23. QAS Associate Handbook- 02 Sep 10

3. Baker S, Bradley P, Huyton Jeremy, 2000, Principles of Hotel Front Office Operations.

Reprint 2004, Thomson Asia Pte Ltd, Singapore.

4. Bardi, J.A., 2003. Hotel Front office management. Reprint 2013. Delhi: Sareen Printing Press.

5. Fernando, R, 2016. Discussion about the front office arrangement at Qasr Al Sarab. [Telephone Call] (Personal Communication, 24 February 2016).

6. General Fact Sheet, 2009. Qasr Al Sarab Eng - Final, Oct 09

7. Global hotel alliance, 2014. P.7. Qasr Al Sarab Desert Resort by Anantara

8. MrKesavaraj, 2013. Anantara Qasr Al Sarab Desert Resort, Abu Dhabi. [video

online] Available at: < https://www.youtube.com/watch?v=rhqZF9Olr_g> [Accessed

1 feb 2016].

9. Nasledova E,. FOM, 2012. ARRIVAL, QAS LOCAL OPERATING PROCEDURE.

10. Nasledova E,. FOM, 2012.CHECK-IN GUEST WITH RESERVATION. QAS LOCAL OPERATING

PROCEDURE.

11. Qasralsarab,2016. Location [online] Available at:

<http://qasralsarab.anantara.com/location.aspx> [Accessed 23 Jan 2016].

12. Qasralsarab, 2016. Gellery [online] Available at:

<http://qasralsarab.anantara.com/gallery.aspx> [Accessed 24 Jan 2016].

13. Quick facts, 2012. P.2. Qasr Al Sarab Desert Resort by Anantara - Quick Facts

14. Tourneboeuf D, 2010. QAS Associate Handbook- 02 Sep 10. P.2

https://www.google.lk/url?sa=t&rct=j&q=&esrc=s&source=video&cd=2&cad=rja&uact=8&ved=0ahUKEwj959bxoYTLAhUTBY4KHcaKDWsQtwIIMTAB&url=https%3A%2F%2Fwww.youtube.com%2Fwatch%3Fv%3DrhqZF9Olr_g&usg=AFQjCNHWldn3OaR0Z1dGSNjwmo6DOnZ5Nw&sig2=y84e6k-Uq50BtqZg7Q5VlQ

https://www.youtube.com/watch?v=rhqZF9Olr_g

http://qasralsarab.anantara.com/location.aspx

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8 APPENDIX

Appendix B (Qasralsarab, 2016)

Appendix B Appendix C (Qasralsarab, 2016)

Appendix A (Qasralsarab, 2016)

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Appendix C

Appendix D

Appendix D (Qasralsarab, 2016)

Appendix E (Qasralsarab, 2016)

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Appendix F (Qasralsarab, 2016)

Front Office Manager

Reservation Supervisor

Cashier Supervisor

Night

SupervisorFront Office Supervisor

Telephone Supervisor

mail & Information supervisor

Concierge Supervisor

Duty ManagerAssistant Front Office

manager

Reservation

Clerks

Senior Night

Auditor

Night

Auditors

Guest

Service

Agent

(GSA)

G

Guest

Relatio

n Agent

(GRA)

G

Telephone

Operators

Guest Relation

Officers (GRO)

Bell Captain

Door

man

Valet Parkers

Bell

boys

Hig

he

r L

eve

l

FO

Sta

ff

Figure 06 – Organizational structure of QAS (Source: Diagram developed by students)

Mid

dle

Leve

l

FO

Sta

ff

Lo

we

r L

eve

l

FO

Sta

ff

2.2 ORGANIZATIONAL STRUCTURE OF QAS

Senior

Cashier

Front office

Cashier

Information

clerks

Revenue Manager

Front office of qasar al sarab

Education

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