A Guide Book for Making a Reservation at the Reception of a Hotel
Lamberg, Olli (2013)
Lamberg, Olli
Tampereen ammattikorkeakoulu
2013
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2013120219343
https://urn.fi/URN:NBN:fi:amk-2013120219343
Tiivistelmä
The aim for this bachelor's thesis was to produce a guide book for making a reservation to be used at the reception of Original Sokos Hotel Ilves. The need for such a guide book was introduced by the hotel itself as there was no guide book of this kind specifically designed for Original Sokos Hotel Ilves. There was only a very large and rather impractical chain-level guide book for the system used in the front desk computers which had not been in active use by the reception staff. The main element of the created guide book was practicality.
The guide book created for the hotel covers all the most commonly used reservation types and it has very specific instructions and visuals so that knowing beforehand the computer program that is being used is not necessarily required. The guide book also has a concise presentation of the room types in the hotel. In addition, the most important and most often used side functions in the computer program were scrutinized when they were connected with making the reservation. The guide book can be found in the appendix of this thesis to respect the privacy of the company.
The author used his own work experience at the front desk, as well as the experience of his colleagues, when going through the most important factors of the guide book. The wishes of the management of the hotel were carefully enquired and updated during the process. Theoretical framework for the thesis consists of theories and concepts of good service and its importance in bringing customer value.
The guide book will be used at the receptions of Original Sokos Hotel Ilves and other Sokos Hotels in Tampere. It is especially aimed for trainees and new staff members who would then gain the needed information effectively and consistently. It is of major importance that the guide book is updated whenever needed due to changes in working environment, such as when new reservation types are introduced or the products (hotel rooms) are renewed.
The guide book created for the hotel covers all the most commonly used reservation types and it has very specific instructions and visuals so that knowing beforehand the computer program that is being used is not necessarily required. The guide book also has a concise presentation of the room types in the hotel. In addition, the most important and most often used side functions in the computer program were scrutinized when they were connected with making the reservation. The guide book can be found in the appendix of this thesis to respect the privacy of the company.
The author used his own work experience at the front desk, as well as the experience of his colleagues, when going through the most important factors of the guide book. The wishes of the management of the hotel were carefully enquired and updated during the process. Theoretical framework for the thesis consists of theories and concepts of good service and its importance in bringing customer value.
The guide book will be used at the receptions of Original Sokos Hotel Ilves and other Sokos Hotels in Tampere. It is especially aimed for trainees and new staff members who would then gain the needed information effectively and consistently. It is of major importance that the guide book is updated whenever needed due to changes in working environment, such as when new reservation types are introduced or the products (hotel rooms) are renewed.