To Study the New Standard Operating Procedures Adopted by the Front Office Department among 5 Star Hotels of Pune

Abstract

The unforeseen outbreak of the COVID-19 has disordered the entire biosphere. Virtually every industry is shaken by the contagion. One such industry which is relentlessly hit is the hospitality and tourism being is one of the highest contributors to the development of the nation in terms of revenue generation. The need of the hour makes it vital to scrutinize the complications; and work on it in time to save the industry from sinking. Front office being the face of the hotel it becomes essential to prioritize the revised functioning of this department. The research paper aids in studying whether the new standard operating procedures associated to the front office department during the epidemic. The purpose of conducting this study is to understand the importance of these measures by the staff. The convenience sampling was used to collect the data from front office of 5-star hotel category in Pune. The data was collected using structured questionnaire which were filled by the respondents telephonically. The study finds all the standard operating procedures were being followed since the hotels came under the 5-star category as the government had issued strict norms failing which the hotel will not be allowed to function. However it was observed that couple of the measures which were being followed was not up to the mark. Firstly the safety measures on guest arrivals reason. Secondly, maintaining the demarcation to the social distancing reason. Thirdly when requested to produce the RTPCR test. The reasons identified were overcrowding, mismanagement of the crowds and guests reluctant to follow rules. The study by highlighting the non- compliances measures and has analyses the reasons. These shortcoming needs to be addressed to by the industry in order to regain its strength.