HAT 303 Accommodation Management Assignment
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Accommodation Management (HAT303)
Added on 2020-05-28
HAT 303 Accommodation Management Assignment
Accommodation Management (HAT303)
Added on 2020-05-28
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Accommodation Management 0Accommodation Management
Accommodation Management 1IntroductionAccommodation is the necessity of travellers. It is part of hospitality. Accommodation features luxurious hotels and lavish resorts. Accommodation management ensures quality andsafety standards are met in the environment. It also deals with human resources, financial plan and inventory. It is hotel accommodation which can bring customers back for the next time (Merolla & Harman, 2016). Types of accommodation services are lodging, suites, resorts and boutique hotels. Accommodation management includes Front office management,Housekeeping management and Safety and security management. In this report, we have taken Front office management to investigate. It is the most important part of accommodationmanagement. This department deals with guests. It is the link between hotel and customers. Role of front office affects the revenue of business (Fowler, Lindahl & Sköld, 2015). It also ensures that all the operations are run smoothly and contributes to employment and economicgrowth. Role, task and functions of Front office managementWhenever a customer visits a hotel, first interact at front office such as reception. It is situated near the entrance of hotels and interacts directly with customers. It obtains the information related to customers. Front office manages other departments such as housekeeping, accounts and online reservation departments. It also manages the check in and checks out of guests. It is also the prime duty of the department to forward important information to other departments (Ahmad & Scott, 2014). Front office also arranges and fixesmeetings. Functions of front office management are:Register guests: It is the prime responsibility of front office to provide rooms to guests, with or without reservations. The front staffs provide the detail of available rooms and rates and handles cash payments. It ensures the smooth working of accommodation facilities and safety of guests (Micelotta, 2014). Front office believes in building and developing positive relationship with guests. It is also the duty of frontoffice to check out of guests. Book keeping duties: The department also performs book keeping duties by balancingcash accounts. That’s why front office has usually close link and touch with accounts
Accommodation Management 2department. At the end of the day, staffs are supposed to checkout payments balance. It includes creating a report as per the accounting standards. Handle complaints and requests: Front office management deal with customers and handle their complaints. Problem can be anything related to their accommodation. It isthe responsibility of front office to handle the request and complain of guests or contact to staff that can solve their problem. Scheduling of staff: Front office department includes scheduling the front office. There are special personnel for this task. They recruit housekeeping staff, receptionist,bellhop service and auditing staff. It also includes the training of front office team. Front office management keeps the hotel operating and profitable. Co-ordinate with other departments: Front office management coordinate with other departments such as sales and marketing team to ensure maximum sales of rooms of hotel. It also motivates and guides staff to achieve organisational objectives. Role of the customer and customer needs In the Front office management, the main focus has always been on creating positive customer experience and fulfilling their expectations. As their positive response can benefit a hotel in large extend. Any failure in meeting customer expectations can result in poor customer experience. Now a day hotels offers simplified procedure for check-ins. As customers want quick service and nobody wants to wait. It not only understands the need of new customers but also focuses on existing customers (Boella, 2017). Role of customer: Delivering what was promised: It is always important to keep customers happy and engaged. To ensure visit of customers again, it is important to deliver what was promised. Exceeding expectations is always more beneficial to company. Gaining customer loyalty: Certain travellers are loyal to brands. Improving customer experience improves customer loyalty towards them. Happy customers are the loyal customers, so the front office management needs to make extra efforts by providing
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