Abstract
This paper describes an assignment that asks students to assume that they are part of the Human Resource
Management team in a medium-sized hotel such as the Royal Palace in the city of London. The assignment requires that they recruit a front desk supervisor for the hotel. Then, they are to write and explain a job description for the shift supervisor at the front desk. Duties and responsibilities are supposed to be highlighted.

From the Paper
"According to an essay published online by the Canyon Ranch Health Resorts, Canyon Ranch Health Resorts and a front desk supervisor in a London hotel such as the Royal Palace will have a number of job duties and responsibilities. He or she will supervise the activities of the front desk personnel, including recruiting, interviewing, hiring and scheduling of their staff. Supervisory responsibilities include initial training newly hired staff and the ongoing training of more experienced front desk personnel. The front desk supervisor will also evaluate..."

Tags:front desk supervisor, job duties, hotel, guests, reception, registration, checkout, supervision, scheduling, subordinates

Abstract
The paper shows how a well-run and managed help desk is a marketing tool of the company where the staff project their company's image. The paper emphasizes the importance of senior IT staff working at the help desk and discusses how to address the problem of staff burnout. The paper asserts that help desk support should not be for the unskilled or inexperienced or even heavy accented. The paper strongly believes that the help desk system is an essential part of an organization.

From the Paper
"Help Desk is the front line for any information technology (IT) provider. The Help Desk is part of the bigger customer relationship management (CRM) picture for a service oriented company. Without an efficient Help Desk, the reputation or marketing aspect of a company is jeopardized. A well-run and managed Help Desk is a marketing tool of the company. It paints a good or bad picture because it is the first contact for a customer. Help Desk staff are people involved in the customer service and play an important role. For this reason, Help Desk should have capable people or senior IT staff to answer all calls from customers."

Tags:call, centers, customer, service, staff, burnout, marketing

Abstract
The object of this paper is to define the characteristics and motivations of companies looking to increase the performance of their help desks by expanding beyond the areas of a web-based portal to a more multi-channel based approach. According to the paper, these multiple channels include enabling web self-service, intelligent routing and real-time chat. The paper aims to contribute to the body of knowledge on the topics of help desk strategies in the context of broader multi-channel services strategies, by implementing the following three criteria: correspondence criterion, coherence criterion and pragmatic criterion. The paper concludes by providing recommendations to companies looking to adopt help desk service strategies.

Outline:
Research Thesis
Problem Definition with Research Questions/Hypotheses
Literature Review/Appropriate Background with Primary and Secondary Data, Theoretical Basis for your Proposed Research Project
The Role of Technology in Self-Service
Proposed Research Methodology with Rationale
Data Collection Methods with Rationale, Including Population, Sampling
Ethical Method Description
Describe Quantitative (statistical) or Qualitative or Mixed Methods of Analysis with Rationale
Validation and/or Verification Methods Proposed, with Rationale
Method of Communicating Report Results with Rationale

From the Paper
"The intent of this first phase is to accomplish the following tasks. First, the questionnaire will need to be fine-tuned based on how respondents perceive the questions. Completing the survey with a few respondents in person will assist in finding areas where the questionnaire can be improved. Secondly, there are issues and concerns that may not have been covered in the questionnaire, and in this phase, these considerations will be discovered. Finally there is the issue of capturing the nuance and areas of emphasis respondents have on specific projects. Having this face-time with respondents is critical for all these reasons."

Tags:statistical, analyses, report, financial, metrics, collaboration, benchmarking, data, Gertner

Abstract
This paper puts forth a needs assessment for the front desk staff at a hotel. The paper includes two different surveys to determine the training needs of the front desk staff and also includes interview questions and results.

From the Paper
"Two different surveys/interviews will be conducted in order to determine the training needs for the front desk staff. The first will be a Likert survey of hotel guests checking out during a two-week period. While not a statistically random sample, guests will be given a short questionnaire regarding their experience with the front desk staff. The Likert scale-from 1 to 5, with five being most satisfied-will be used to determine how satisfied guests were with their front desk experience. This will..."

Tags:training program, hotels, needs assessment

Abstract
In this article, the writer notes that to partner with and increase the efficiency, profitability and reputations for responsiveness and accuracy of your valued clients through a continued and passionate commitment to fulfilling their outsourced help desk and customer service needs is the main purpose of the Learning Team Company's website. The writer maintains that for the Learning Team Company to be successful with their website initiative, there must be a strong foundation within the core business model first. The writer maintains that this must include accountability, transparency and visibility to clients on a 24/7 basis of how their outsourced help desk projects are performing.

Outline:
Statement of Purpose
Customer Service Mission
Web Host Selection
Website Content Development
Website Differentiation
Attracting and Retaining Potential Customers
Global Exposure of the Learning Team Company Brand
Conclusions and Recommendations

From the Paper
"Learning Team Company's customer service mission is to become the new standard by which online help desk providers are evaluated, specifically through the use of analytics of call center results, including periodic call center users' levels of customer satisfaction. Our mission is to deliver the most efficient and economical virtual help desk services for our clients, strengthening this mission through the use of SLAs based on agreed measures of performance with our clients. In addition to based on our contracts on the actual results achieved relative to SLA performance levels, transparency through the use of analytics applications that have dashboards viewable by clients over the Internet makes the Learning Team Company unique."

Tags:website, projects, customer, service, needs

Abstract
Within this work the demonstration of the ability of the front desk receptionist to engage in and be a member of the management is discussed. The writer points out that this important member of the communications team must be carefully selected, driven to achieve trust and develop ways in which to effectively lead the hub of the client-corporation, and colleague-colleague communication center to better serve the group and the whole organization.

From the Paper
"As a dynamic member of the management team of any office the front desk receptionist is the hub of organization in any office setting. Acknowledgment of the importance of this position has become increasingly important, as technology is proven a poor replacement for the real representation of a front desk receptionist, either by phone or in person. It is often said that without the support staff's presence in the office those they helps organize are unable to work, wasting time fielding questions that could easily be answered by the receptionist or administrative assistant and constantly looking for things which the support staff would easily be able to find."

Tags:team, leader, office

Abstract
By fully understanding what is entailed with a position, one can better fill the position with the correct candidate, as well as better facilitate that person's performance, and reward the person more effectively when a job is done well. This paper analyzes the position of front desk receptionist. It describes the job, conducts a job analysis, describes testing that may be appropriate for this position, overviews methods of employee performance evaluations and details an employee training program for this position, giving an accurate picture of this position and what it entails.

From the Paper
"The position being analyzed has the title of Front Desk Receptionist. Their tasks involve greeting organization visitors, answering the telephone, taking messages when appropriate, sorting mail, and a variety of other secretarial tasks, such as copying, typing, and faxing, as needed by other organizational members. The machinery involved is standard office equipment, including: computer and peripheral hardware, fax machine and copy machine. This position is directly supervised by the office manager, although tasks may be received from any of the other office staff, and has no subordinate employees."

Tags:secretary, office, telephone

Abstract
This paper examines how the term "help desk" refers to a body of an organization, such as a division or department, where calls regarding customer or client queries and problems are answered and taken care of. It looks at how, generally, a help desk is composed of personnel who have technical knowledge on the different aspects and areas of an organization's business and how it serves as a liaison between the company and its customers.

Outline
What is a Help Desk?
Functions of a Help Desk
Human Factors Involved in a Help Desk
Help Desk Technology and Tools
Reasons Why a Help Desk is Important
Effects of a Help Desk
Scope of a Help Desk
Evaluating Features Required
Determining Which to Use
Evaluating Vendors
Evaluating Products
Negotiating with the Vendor
Support and Warranties
Fitting into the Existing Infrastructure
Installation on a Network Server and Client PCs
Collecting Data
Design
Procedures and Policies
User Training and Education
Obtaining Feedback
Improvement Measures
ROI

From the Paper
"Help desks oftentimes use different available technologies to help them manage their purpose of assisting and helping customers. The help desk technology that is mostly available in the market is the use of software applications meant for help desk. For instance, a problem tracking software that documents problem calls is useful to a help desk in recording problems and identifying problem trends. Having this, it allows the help desk management to develop and formulate the necessary solution to such problem. An example of this kind of software is Central Connecticut State University's HEAT. Following is CCSU Online's definition of HEAT's purpose."

Tags:training, customers, technology, roi

Abstract
The paper discusses what services a help desk can provide at Charles Sturt University. The paper provides an explanation concerning how these services should be delivered and an explanation as to who will benefit from its use and why, from both staff member and student perspectives. In addition, the paper provides a description of existing alternatives and gives some broad general cost comparison for these different approaches. A discussion of organizational issues that can reasonably be expected during the implementation of such a help desk service is followed by some examples of where this type of technology is already in use, and commentary concerning their respective successes.

Outline:
Services Provided by Typical IT Help Desks
How Services Should be Delivered
Beneficiaries of Help Desk Service
Cost Comparisons
Examples of IT Help Desks Currently in Use and Their Respective Effectiveness

From the Paper
"One major company that has used its IT help desk function to good effect is U.S.-based Convergent Industries of Atlanta, Georgia (hereinafter "Convergent" or "the company"). Today, Convergent provides a wide range of services to a number of Fortune 100 companies and delivers a comprehensive help desk function to its customers seeking information on a various company products and services. The company's current client list is comprised of various world-class organizations in the financial services, retail, automotive, and healthcare sectors (Corporate brochure, 2008). As to the success of the company's IT help desk service, Convergent's expanding list of clients represents a fundamental challenge for the help desk function because it means the company's marketing division is doing its job effectively and its software developers are providing state-of-the-art products and services that make Convergent's marketing function easier. Conversely, this increasingly diverse mix of clientele, products and services has created "

Tags:help, desk, costs

Abstract
In this analytical paper, the main focus is on the differences librarians and students have when retrieving or managing information found through online databases. The paper also discusses the importance of knowledge management and controlled vocabulary as the main distinction between those librarians and who are successful at information retrieval and those that aren't. This paper looks at some of the larger search engines or web portals that are available to the librarians and the students, how they are part of search archives like Google and then highlight some of the facts that should be known and/or taught about these web portals before they can be used to gather accurate information.

Outline:
Introduction
Body
Information Search and Collection
Importance of Key Words
Search Engines and their Technicalities
Steps necessary for bridging the difference between librarians and students' searching tactics
Conclusion

From the Paper
"All of the results showed that the skilled librarians and the high achieving students were much better equipped to handle all four aspects individually and collectively as opposed to the unskilled librarians and low achieving students. Furthermore, comparisons of librarians and students showed that the overall advantage of the accurate collection and retention of data was with the librarians because of the methodologies that they used top collect the information. The question then remains whether these librarians can efficiently and effectively teach these students the techniques that they use to gather information and allow them to exercise the same skills of knowledge management and controlled use of vocabulary and words within and outside the environment of the libraries (Gadzella and Baloglu, 2003).
"There are many academic psychologists and practitioners who have focused on this difference of success between the librarians and the students when it comes to understanding, retracting, managing and using the data that they gather fore a topic. Some researches chose to focus on the behaviors, characteristics, mental abilities and overall skill sets of the two entities to analyze the foundation behind the differences. There is a generalized belief among the researchers that the differences between the success of librarians and students does lie in the overall approach to the retrieval of information and the foundation, mental and personal, behind that approach. Furthermore, many researchers believe that the ability to retain the facts is also highly dependent upon the value or worth associated with them search (Gadzella and Baloglu, 2003)."

Tags:boolean, library science, research google internet