Accommodation Management - Assignment

Added on - 28 May 2020

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Running head: ACCOMMODATION MANAGEMENTAccommodation ManagementName of the student:Name of the University:Author note:
1ACCOMMODATION MANAGEMENTTable of ContentsBackground of Accor Hotels.......................................................................................................2The front office department.........................................................................................................2Role of the front office department.............................................................................................3Role of the customers and the customer’s needs related to the front office department.............5Steps of the accommodation manager to ensure the hotel in meeting customer needs andcreating positive experiences.......................................................................................................6Outsourcing..................................................................................................................................7Advantages and disadvantages of moving towards an outsourcing solution..............................7Recommendations........................................................................................................................8References:......................................................................................................................................9
2ACCOMMODATION MANAGEMENTBackground of Accor HotelsAccommodation is one among the basic needs of the international as well as domestictravelers. It plays a very important role in overall experience of a traveler’s visiting a place andwith the same, it is the biggest component of his expenditure. Hence, accommodationmanagement is the crucial aspect of tourism or hotel industry.Accoris one of the most famoushotel chains in the world (Kimes & Ho, 2017). It was established in the year 1967 by GerardPelisson and Dubrule. At those times, when no single man in France used to belief in thebusiness model of the hotels but their own creativity and effectiveness, these two men pushed theboundaries of their hotel ever further and the outcome is unknown to none. Accor has over 4,100hotels in 95 different countries and with more than 2,50,000 hospitality experts who shares samepassion to take care of millions and millions of guests throughout the world. They have a list ofover 20 brands to meet the desires of every guest type. They ranges from the luxury brands likethe Raffles and Banyan Tree etc to the economy brands like the Mama and Novotel. If one goesthrough their official website, it is specifically mentioned in a section under the tag “AccorHotelsOverview” that Accor considers its guests as unique and that its promises to meet each of theirdemands.The front office departmentThe front office/desk department of a hotel plays an important role in the overall successof every hotel and its operations. The quality of service and the guest satisfaction as well differsaccording to the efficiency of the front office department. It is regarded as the most noticeabledepartments in every hotel (Bardi 2013). Reception desk is thefocalpoint of activities withinthe department of front office (Schipper et al. 2013). It is the generally the communication centreand the place where the visitors receives the initial impression of the hotel.
3ACCOMMODATION MANAGEMENTRole of the front office department(Refer to Annexure 1)Role of the customers and the customer’s needs related to the front office departmentThere are several segments of guests arrives in the section of Accor. There aresome people who visit with families in the hotel with the primary purpose to spent holidays. Theothers include an international visitor who comes to attend their business meetings and also thereare some international tourists who spent their most of the time socializing(Diaz and Koutra2013). These sectors of hotel guests are from diverse entities, which have diverse needs,requirements and patterns of travelling.The front office department is mainly responsible for performing and managing threeimportant areas and they are guest services, the property management system or PMS, datamanagement and guest accounting.1.ThePMSinclude the back-up system and the central reservations system (CRS). ThePMS Managerkeeps the record of the name, data and other related informationsuch as telephone number, address and credit or debit card details of the guests thatare staying in the hotel. He alsokeeps the record of the room rate paid and roomtype that are occupied by the guest during their last stay, a history of their priorfolio charges, the form of the payment used by the guests to settle his or her account withthe hotel. With the same,the room preferences and company affiliation of the guest,the guest’s membership in groups receiving a discount from the hotelare also thelook out of the PMS manager.
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