Industry Update
External Article23 May 2019

A Fragment of the Past: The System of Hotel Front Office Racks

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Logo 'Boston University School of Hospitality Administration'

Have you ever really noticed the front desks of the hotels that you visit? Chances are, you don't think twice about it—because more and more, the front-of-house area is designed to be subtle and unobtrusive. If you are aware of the front desk area, it's more likely to be due to its high-tech accoutrements and services. Some hotels now come equipped with features like automated check-in kiosks and even computerized luggage carriers. While this may not be the standard, it's rapidly becoming more common and indicates the direction that hotels are taking for their front-of-house environments. Since the front desk is usually the first point of contact that guests have with a hotel and is where they check in and out, request information, settle their accounts, and offer different types of feedback (Steadmon & Kasavana, 1988), the accessibility and style of this area can make a huge impact.

Prior to the introduction of computerization and other technological updates, front office tasks were performed quite differently, although the front desk was just as integral and the system was extremely orderly and efficient. The evolution of the hotel front-of-house, as overseen by the front office department, over the last several decades indicates larger changes and trends within the hospitality industry itself. This article takes a trip back in time and offers a glimpse of the past through an exploration of the old systems of hotel front office racks.

Read the full article at Boston University

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