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

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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

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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)
3.10MAIL & 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)

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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

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3.12CONCIERGE 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

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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

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4 CHAPTER
FRONT OFFICE LAYOUT
AND POSITIONING
at Qasr Al Sarab

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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

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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.)

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Figure 23 -Fountains on either sides Figure 24 - Sitting area
(MrKesavaraj, 2013.)
Figure 22 – Small lobby
area from the main entrance

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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

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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)

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MAIN
ENTRANCE
(J)
ELEVATOR
(I)
RESERVATIONDESK&
CASH/BILLSAREA
(A)
COMMUNICATIONAREA&
INFORMATIONDESK
(F)
DOOR(H)
DOOR (C)
DOOR (B)DOOR (G)
TRAVEL
DESK &
CONCIERGE
SERVICES (E)
RECEPTION
DESK
(D)
LOBBY
ENTRANCE
MAIN LOBBYLIBRARY BAR
OUTDOOR SITTING AREA
SEATING
ARANGEMENTS
SEATING
ARANGEMENTS
SEATING
ARANGEMENTS
SEATING
ARANGEMENTS
SEATING
ARANGEMENTS
SEATING
ARANGEMENTS
1.2 LAYOUT & POSITIONING OF THE TOTAL FRONT OFFICE
BACKOFFICE
BACKOFFICE&
TELEPHONE
OPERATORROOM
BELL DESK
Figure 27- Total layout of the front office at QAS (Source: diagram developed by students)

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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.

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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.

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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

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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.
Reservationdesk
Cash&bills
Entrance
Reception
BackOffice
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)
NoEquipment
visible
Fullyfurnishedwith
Equipment
LinearArrangement
Front desk Clearly
Visible to the entrance

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Reservationdesk
Cash&bills
Entrance
Reception
BackOffice
Door C
Door B
Not
enough
space
allocated
Moredistancefromreception
totheentrance
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.

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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)

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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

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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)

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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.

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Reservationdesk
Entrance
BackOffice
Door C
Door B
Access to
two back
offices
Informationdesk
BackOffice
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

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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.

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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.)

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Entrance
Figure 38– strengths
& weaknesses
discovered from the
positioning of the
entrance to the lobby
(Source: diagram
developed by
students)
WallWall
Lobby BarLibrary
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 AI
J
I

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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)
Frontdesks
(Reservationdesk)
Frontdesks
(Informationdesk)
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

58 | P a g e
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

64 | P a g e
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

65 | P a g e
8 APPENDIX
Appendix B
(Qasralsarab, 2016)
Appendix BAppendix C
(Qasralsarab, 2016)
Appendix A
(Qasralsarab, 2016)

66 | P a g e
Appendix C
Appendix D
Appendix D
(Qasralsarab, 2016)
Appendix E
(Qasralsarab, 2016)

67 | P a g e
Appendix F
(Qasralsarab, 2016)

Front Office Manager
Reservation
Supervisor
Cashier
Supervisor
Night
Supervisor
Front Office
Supervisor
Telephone
Supervisor
mail &
Information
supervisor
Concierge
Supervisor
Duty Manager
Assistant 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
HigherLevel
FOStaff
Figure 06 – Organizational structure of QAS (Source: Diagram developed by students)
MiddleLevel
FOStaff
LowerLevel
FOStaff
2.2 ORGANIZATIONAL STRUCTURE OF QAS
Senior
Cashier
Front office
Cashier
Information
clerks
Revenue Manager

Front office of qasar al sarab

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