University of Dhaka

Institute of Business Administration

MBA program

Assignment on
Case analysis on Hotel Paris
Issue Employee Behaviour and Job Analysis

Submitted to:
Dr. Khair Jahan Sogra
Professor

Submitted By:
Arafath Hossain
Roll: 44
Batch: 50 D, MBA


15
th
May, 2014



Ans. to the question no 01

These are five employee behaviors that I found most important for Hotel Paris staffs:
Courteous and Friendly
Being helping and friendly with the guest in meeting their needs and listen to their problems or
queries and showing a empathetic approach.
Quick response
Trying to keep an eye on guests, so that if they try to have employees attention by eye contact or by any
signal, they can respond quickly.
Trying to make a guest comfortable
When a guest checks in, and the employee who is showing the room or the apartment, should give him or
show him every single thing a guest might need to know, like the switch board or the washroom. An
employee should try to give him/her feelings like they are home now.
Give a guest full concentration
It is the most important thing that an employee should give a guest his/her full concentration on the
quality and consistency of the service.
Positive 'Can-Do' Attitude
Being ready, available and willing to get a job done, and done well, should be the traits that an
employee should keep on the front burner. As hotel paris aims at providing superior service,
employees should have the mentality to perform above and beyond their normal duties to bring
further success.








Ans. to the question no 02

Job description
POSITION TITLE: Front Desk Agent
REPORTS TO : Front office manager
Location:

Position Summary:
This position holder is thought to be first impression maker of the hotel to the guest. He/she will
have to determine a guest's reservation status and identify how long the guest will stay. Will help
guests complete registration cards and then assign rooms, accommodating special requests
whenever possible.
Will have to verify the guest's method of payment and follow established credit-checking
procedures. Will have to place guest and room information in the appropriate front desk racks
and communicate this information to the appropriate hotel personnel.
He/she is required to work closely with the housekeeping department in the keeping room status
reports up to date and coordinate requests for maintenance and repair work. Also need to
maintain guest room key storage, and maintain and supervise access to safe deposit boxes.
Must be sales-minded. Encouraged to presents options and alternatives to guests and offers
assistance in making choices. Should know the location and types of available rooms as well as
the activities and services of the property. Should also perform cashiering tasks like bill / invoice
settlement, posting charges to the guest, paid out's , Foreign currency exchange etc.

Overall Job Description/Key Result Areas:
Primary Responsibilities:
1. Registering guests and assigns rooms. Accommodating special requests whenever possible.
2. Assisting in preregistration and blocking of rooms for reservations.
3. Thoroughly understanding and addressing to proper credit, check- cashing, and cash handling
policies and procedures.
4. Understanding room status and room status tracking.
5. Knowing room locations, types of rooms available, and room rates.
6. Using suggestive selling techniques to sell rooms and to promote other services of the hotel.
7. Coordinating room status updates with the housekeeping department by notification
housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use
rooms.
8. Possessing a working knowledge of the reservations department. Taking same day
reservations and future reservations when necessary. Knowing cancellation procedures.
9. Filing room keys ( only for manual room key hotels)
10. Knowing how to use front office equipment.
11. Processing guest check-outs.
12. Performing cashier related functions like posting charges to guest accounts, raising paid
out's, currency exchange,
13. Following procedures for issuing and closing safe deposit boxes used by guests.
14. Using proper telephone etiquette.
15. Using proper mail, package, and message handling procedures. Courier Mail Register
16. Reading and initialing the pass-on log and bulletin board daily.

Secondary Responsibilities:
1. Attending department meetings.
2. Reporting any unusual occurrences or requests to the manager or assistant manager.
3. Knowing all safety and emergency procedures, Is aware of accident prevention policies.
4. Maintaining the cleanliness and neatness of the front desk area.Understanding that business
demands sometimes make it necessary to move employees from their accustomed shift to
other shifts.
PREREQUISITES:
Education: High school graduate or equivalent. Must speak, read. Write, and understand the
primary language used in the workplace. Must be able to speak and understand the primary
language used by the guests who visits the hotel.
Experience: Previous hotel-related experience desired.