Hospitality Management Reflection Report

This reflection report examines key areas within the hospitality industry, such as Introduction to Front Office, Executive Housekeeping, Effective Inter-departmental Communication, Preparation and Review of Night Audit, Safety and Security, labor cost and staffing, and Facilities Management. The student reflects on their understanding of these concepts and how they contribute to becoming a successful hotel manager or entrepreneur.

Running head: ROOM DIVISION
Room Division
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Introduction
The room division is integration of department and responsibilities, which play significant role
on offering the service to potential guests during a hotel stay. The room division entails the
different departmental areas such as concierge, security, and communications, housekeeping,
guest services, reservations, and front office. This reflection report reflects on the Introduction to
Front Office, Executive Housekeeping and Effective Inter-departmental Communication. It also
demonstrates the Preparation and Review of Night Audit, Safety and Security, labor cost and
staffing, and Facilities Management.
Reflection report
Week 2: Introduction to Front Office
During the second week, I learned different things that were effective to improve my
performance as a hotel leader in the hotel. I gained my understanding regarding front office
management in which I emphasized on certain areas of front office management. These areas are
a cycle of service, a department within the front office, roles within each department, and
different services for different type of hotel and guest expectations. Other areas are contemporary
changes to traditional roles, equipment and inventory and tutorial: academic expectation and
research (Hu, et. al., 2015). During this session, I increased my knowledge about the
organizational chart of a large full-service hotel. In this way, it can be evaluated that the
organization of department and staffing is measured by the existing labor, economic condition
and financial goal of a corporation (Torres, and Lehto, 2014). As a hotel leader, I gained my
comprehension regarding revenue and non-revenue generating department. In this way, I have
observed that front office is revenue generated department and housekeeping is a non-revenue
generated department. It is analyzed that guest cycle entails the pre-arrival, arrival, stay

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experience and departure (Robinson, et. al., 2016). In this way, I learned that pre-arrival is used
to create the reservation and arrival demonstrates the welcoming, and registering the guest. As
well as, I pointed that stay experience provides the ongoing services and departure exhibits the
settle the account and giving feedbacks.
In response to Week 2 Introduction to Front Office, I have learned that different communication
tool is effective to keep all personnel as they informed the guest regarding the services. It could
be beneficial to become a good hotel leader in the future. It is observed that front office manager
is accountable for coordinating different elements to attain the profit of hotel. These elements are
equipment, employee satisfaction, room sales opportunities and budgeting. It is evaluated that
staffing front office department could be expensive as front offing manager should control the
cost (Yildiz, 2015). From week 2 sessions, I pointed that there are different factors which may
affect the staffing. These are occupancy, location, hotel rating, amenities and facilities, staff
knowledge and abilities, and market segment. In the last, I have gained understanding regarding
the function of front office supervisory. These functions are motivating the employees,
developing favorable and negative team setting, adequate training, employee empowerment,
scheduling, and Complaint Handling (Torres, and Lehto, 2014). In the last, I learned that
property management system is used in point of sale, accounting system, and registration
databases. Along with this, I have gained an understanding that fully automated system was
effective for me to generate the automatically letter of confirmation, and produce a request for a
guest deposit.
Week 3: Executive Housekeeping
In the response to week 3 executive housekeeping, I learned that executive housekeeping is used
to perform the task through the subordinates in an effective and efficient way. I have increased

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my knowledge regarding housekeeping department as it could be beneficial to instructs the
executive of housekeeping and build their confidence level. I gained my understanding that two
executives are essential for housekeeping department to conduct the performance of
housekeeper. These executives are an attendant supervisor and housekeeper executives. I learned
that the executive housekeeper provides support to attendant supervisor for conducting
housekeeping activities. It is evaluated that attendant supervisor has two executives who help to
a large number of employees. It is also pointed that executive housekeeper should use effective
communication level to direct their subordinates towards the tasks (Toh, and Potapova, 2013).
As a result, I am competent to lead my employees in the hotel.
From this week, I also gained my understanding regarding certain aspects which would be
beneficial to improve my performance in the future. These aspects are housekeeping reporting,
occupational safety, material safety and health and safety management. Other aspects are
communication, inventory control, cleaning control, room workload, and outsourcing (Yildiz,
2015). I increased my knowledge about the significance of training for available and new
employees. Furthermore, it can be evaluated that training and development are used to influence
the workforces with respect to their job. It could aid the company to increase their productivity in
the long-term. As a result, I will use the training and development to lead my team members and
subordinates for eliminating their issues at the workplaces.
From the week 3, I have also found that there are different factors which may create complexities
to offer the training and development of time, cost, resources, location, and knowledge of trainer.
Thus, it can be evaluated that in-depth knowledge about training and development could be
supportive for me to improve my working style within an organization. It would be also
beneficial to accomplish the goals and objectives of an organization with less cost, time and

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resources. In addition, I increased my comprehension regarding inventory control as it is
significant for me to save my time as well as the cost to manage the inventory level within an
organization. In this way, I learned that inventory could be managed by emphasizing the guest
facility and line management. I also increased my comprehension about measures of control and
also develop knowledge about the significance of managing clean. As a result, this week was
beneficial for me to develop my personal as well as professional life.
Week 4: Effective Inter-departmental Communication
From the week 4 effective inter-departmental communication, I have developed my knowledge
regarding the role of the front office in interdepartmental communication. It is effective for me to
enhance my professional skills in an effective and efficient way. During this week, I gained my
understanding that front office manager solves the issues of different areas like marketing and
sales, human resource management, banquet, controller, security and maintenance, and
housekeeping.
This session has also developed my knowledge that effective communication within an
organization is significant to improve the financial performance. I increased my learning that
how effective communication co-ordinates the employees to make liaison in long-term. As a
result, this session was beneficial for me to improve my professional and personal life in the
future. This week is also increased my knowledge about PMS and POS system which is effective
to enhance my performance and build the confidence. It is analyzed that communication between
front office and housekeeping is imperative to deliver the service quality to the customers.
During this week, I increased my comprehension that F&B and F.O department communicate
about the potential customers of the hotel, the existence of food and beverage for their
customers, confirmation of the guest, and the existence of on the time and advance booking of

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the restaurant. As a result, it could be beneficial to improve the financial performance and
goodwill of the hotel in the market.
From the week 4, I have also analyzed that front office executive forwards the resume of
applicants to the human resource manager to conduct the interview with them. I also learned that
front office division is more significant as compared to other division as it deals with different
fields that are beneficial for forthcoming time. I also built my comprehension about different
strategies for creating a Sales-Oriented Front Office. These strategies are conveying information
to guests, selling rooms to guests, ensuring maximum revenue is generated, cross-selling, up-
selling and obtaining guest feedback & the potential of needing to negotiate (Robinson, et. al.,
2016). As a result, these strategies could be effective for me to manage the sales and enhancing
the performance of my organization. It will also develop my professional and personal life by
building knowledge regarding different strategy. This session has gained my understanding of
the budgeting, training program and budgeting which could be aided me to increase the sales of
the hotel with less time and cost.
Week 5: Preparation and Review of Night Audit
During the week five, I increased my understanding of the night audit in which financial
practices of the client is balanced and sustained. Along with this, I increased my comprehension
regarding responsibilities of auditors like changing room preparation figures for the hotel, tax
rate, controlling process of changes and payments, and ensuring all balances. Moreover, I built
my knowledge about accounting activities which is beneficial for me to enhance my professional
career in accounting field within the hospitality industry. I also learned that hotels should make
goal and objectives before initiating any business. It is also analyzed that task could be related to
reservation, check in and out, emergency system and security in the hotel industry (Toh, and

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Potapova, 2013). I also increased my knowledge regarding night audit procedure and ways to
implement the night auditing procedure within the hotel. As a result, it is significant for me to
enhance my personal and professional career.
I am able to use night audit procedure within a hotel as it can be effective for me to become a
good auditor within the hotel industry. Earlier this week, I was a little bit aware regarding night
audit procedure but, after this week, I increased my knowledge level and improve my
personality. Thus, it can be stated that as a hotel leader, it is necessary for each person that they
should be attentive regarding night audit procedure. I learned that there are different elements of
night audit like the report of manager, guest account, and departmental records.
During this session, I have also generated my knowledge regarding tax, room, beverage sales,
total foods, payment of conference room, and sales of banquets. It is beneficial to keep the record
within the hotel. I also developed my knowledge regarding balance account receivables, total
revenue, and rates report. Consequently, depth knowledge about the element of night audit could
be supportive for me to develop a report and to accomplish the goal of the hotel.
From this week, I have also found that different kinds of the additional task could be managed by
executives like additional projects, maintaining overnights, room checks, safety, and security,
ensuring employment durability, and monitoring guest flow. These activities could be also
beneficial to enhance my multi-task management skills in successful way (Robinson, et. al.,
2016). As a result, I am able to delegate the task to subordinates in an effective and efficient way
by using my multi-task management skills.
During this week, I increased my knowledge about overbooking as it could be effective to
deliver the hospitality services to guest. It was analyzed that occupancy management regulation
could be beneficial to organize the overbooking concern as I can use this regulation to manage

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the losses that will be created from overbooking and can enhance the financial performance. This
session has also built my understanding regarding occupancy management formula in which
certain elements could be entailed in managing the occupancy. These elements are guaranteed
and confirmed reservation, availability of actual room numbers, estimated stayovers, and walk-
ins and under stays (Hu, et. al., 2015). The whole procedure could be beneficial to enhance my
professional career in a long time since, preparation and review of night audit could be used to
avoid the financial uncertainties in an effective and effective way.
Week 6, 7 &8: Safety and Security
During the week 6, 7 &8, Safety and Security, I increased my knowledge regarding safety and
security within the tourism and hospitality industry. Furthermore, I learned that safety is created
to secure the individuals and their property with harm. This harm could be generated by
negligence and accidents. From this session, I also increased my knowledge regarding
maintaining security which could be used to prevent an individual and their possessions from the
damages and impairments. This damage could be created by intentionally by other people at the
workplace. Therefore, as a hotel leader, it is beneficial for me to keep a safe environment for
guests who will visit in my hotel. I also developed my understanding regarding collaboration
with guest which would be effective to attain the financial goal and objectives of a corporation in
the future.
From this session, I also increased my knowledge regarding the challenge of safety and security
within the hotel. In such way, I gained an understanding that hotel manager should not avoid the
security process within a corporation. When I was working in Legends Hotel Gold Coast then I
have not used security procedure within hotel unintentionally as it was generated unfavorable
impact in the mind of customers and financial performance of the corporation.

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From this week, I have also increased my understanding in the certain field of safety and security
like fire safety and WH&S. Along with this, security emphasizes on the property and personal
security, risk management, terrorisms and other crimes. In this week, I also built my
comprehension with respect to room division practices. For example, when a customer wants to
get support to solve their queries and concern regarding illness, theft, emergency, and fire then
the leader should be predetermined that who will respond towards their concern and to whom
customer will call for getting support (Chan and Lam, 2013).
From this week, I learned that front office manager should be accountable to respond to
customers. I also pointed that employees who are on their job cannot move from front office due
to resolving the emergency. It is evaluated that front office manager should interact with services
and operation of hotels with their potential customers to influence them. I also observed that
security division should quickly respond in case of emergency. Consequently, this week was
imperative for me because it enables me to develop room division strategy within the hotel. This
strategy will have a favorable impact on the customers and financial objectives of an
organization.
Under week 6, 7 & 8, I increased my knowledge regarding the function of security division.
During this week, I built my understanding regarding the process of offering training and
managing programs to aware the guests and employees about safety. I have also increased my
knowledge that hotel manager should resolve the issue of emergency by predetermining planning
regarding services. It is also analyzed that hotel manager should provide training to their
employees for responding within emergency time. Furthermore, I observed that the executive of
security should be skilled professional as they will be able to fill the gap of resource, equipment,
guests and employees with high safety.

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In this week, I have also analyzed that certain kinds of safety are essential in the hotels like
employee safety, guest safety and property safety which incorporates the fire safety and
substance abuse. In this way, it can be stated that hotel manager should check the bathroom
facilities like a mirror, hot water, electronic hazards and screens to deliver the safety to their
guests (Toh, and Potapova, 2013). I have also learned that manager should highlight on another
facility like carper, loose tiles, car parking facility, and rugs to ensure the safety of the hotel.
This week has also built my knowledge about the responsibilities of employers within the hotel.
In such case, I learned that employer should keep a safe working culture and safe system to act
and provide the plant and material in a safe situation. I have also increased my knowledge
regarding employees and fire safety that was effective for me to defend the hotel from a fire in
the upcoming period.
From this session, I have also increased my comprehension regarding a critical component of
security. In such way, I learned that security involves different elements like electronic lock
system, phone key entry, key control system, and locking guest room doors. Along with this, it
was also significant for me to increase my understanding regarding terrorism. In such way, I am
capable to keep the hotel from terrorism and take action in a terrorist attack. I have also learned
about contracted and in-house security. In such scenario, I gained my knowledge that manager
should analyze the ways to deal with in-house security division. Moreover, general hotel
manager should emphasize on the external variables such as economic factors to get the outsider
services.
From this week, I also build my comprehension with respect to enterprise bargaining agreement.
This agreement incorporates different terms like nominal expiry date for the agreement which is
less than 4 years. It also contains the fair work commission and dispute settlement process. I also

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increased my knowledge regarding flexible terms and condition of EBA. This terms and
conditions provide a flexible arrangement to the individual to complete the requirement of the
employees and managers. During this session, I have also increased my knowledge regarding
terms of consultation which is required for managers to provide consultancy to staff within the
hotel. This consultancy could be related to workplace changes as it will have a favorable impact
on the business (Chan, and Lam, 2013). From the EBA terms, I learned that the wage rate for
managers cannot be less than the feasible pay rate. I also observed that this term contains the
national minimum wage order and modern awards. As a result, I am able to enhance my personal
and professional career in the future.
Week 9: Labor Cost and Staffing
During the ninth week, I increased my experience about labor cost and staffing as it could be
helpful for me to increase my understanding and built strong liaison with the team members. I
have also developed my knowledge regarding the ways of implementing the labor control system
within the hotel. This session also built my understanding regarding enterprise bargaining
agreement, and hospitality industry general award as it was beneficial to become a good manager
in a hotel. It was also supportive for me to improve the productivity of an organization in long-
term.
From this week, I also pointed to different factors which may affect the performance of hotel
such as turnover, gross operation profit budget performance indicator and net profit, operating
and fixed assets. It was analyzed that operating expenses and budget are supportive to run the
day to day activities of business operation (Brien, et. al., 2017). Along with this, I developed my
learning that operating cost contains certain elements like controllable expenditure, labor cost,
and related expenses. I observed that understanding about operating expenses can aid me to save

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the day to day practices in an effective way. I have also increased my knowledge with respect to
controllable cost, revenue, departmental profit, payroll, and departmental profits. I have also
increased my comprehension about factor affecting departmental profit.
During this week, I developed my experience regarding controlling the profit and loss of the
business. In such way, hotel leader should understand the forecasted occupancy, control
deliveries and estimated wage rate. They should also spend their more time to get high tenure ad
rate as it would be beneficial to get organizational growth (Hu, et. al., 2015). I also increased my
knowledge regarding different tools to effectively control the labor costs. These tools are check
efficiency of staff, review job scopes and responsibilities, the efficiency of work process and
SOP and review workflow. Another tool is a review of existing equipment, new technologies and
ease work processes (Brien, et. al., 2017). These tools are effective for me to decline the labor
cost of a hotel in the upcoming period. I have also learned that adequate training system, good
lines of communication, incentive schemes and motivation environment, recognition and praise
is an effective technique to decline the labor cost within the hotel.
From this week, I learned that understanding about labor cost is significant for me to get
professional growth in long-term. All employment laws have an impact on the management of
labor and their cost. Therefore, management should focus on certain regulation like immigration,
anti-discriminatory, and work health and safety. As a result, this understanding has not only
developed my professional career but also enhanced my personal life.
Week 10: Facilities Management
During the week 10, I built my knowledge about the facility management. In this way, I learned
that whether facility manager can make changes to offering quality services to their guest. These
changes could be a short or long term and can be performed at operational or strategic level. I

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have pointed that the main motive of occurring these changes is to deliver the advanced services
to their customers. It is analyzed that facility manager should provide training to their employees
due to expanding client request, and changes in innovation and aptitude of collaborators (Lai,
and Choi, 2015). I have also pointed that hotel manager should provide welcoming place for all
meeting, mini-conference, days and training sessions as they can attract a large number of
customers. For example, Surfers Paradise Marriott Resort & Spa, Gold Coast provides facilities
in traditional style. It has 304 hotel rooms in which guests can get comfortable services such as
pool, lounge, and garden.
I have also analyzed that facility manager should provide wireless broadband and soft towel
robes, flat screen television, luxury items and hair dryers. The key function of facility manager to
provide maximum comfort and keep attention to recruit dedicated staff as it will aid to attract
more customers towards their hotels (Knox, et. al., 2015). From this week, I also gained my
knowledge about facilities of the restaurant. In this way, I learned that restaurant provides a
relaxed and friendly environment as it is the perfect place for enjoying their life. I have also
learned that Sydney Harbour Marriott, Circular Quay facilitates different services like civil
ceremony, and wedding breakfast, private party, and birthday meal with friends. I also learned
that facilitating manager of the hotel should build aptitude and skill to solve the issue of
customers immediately. A facilitator is a guide who provides support to the guest to use services
(Huang, et. al., 2015). I have also analyzed that supervisor should be energetic and influential
who can easily persuade a large number of customers. In this way, the supervisor should be
experienced as they can solve the issue of the customer in an effective and efficient manner. I
have also found that facilitator should be able to deal with the challenges within the hospitality
industry. A facilitator should be capable to deal with refreshment, foods, and arrangement of

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rooms within hotel and restaurant (Chan, and Lam, 2013). I have also examined that hotel
manager should provide training to facilitator regarding facility management as they can attract
the customers.
Conclusion
From the above discussion, it can be concluded that this reflection report has built my
understanding in different areas. These areas are Introduction to Front Office, Executive
Housekeeping and Effective Inter-departmental Communication. Another area is Preparation and
Review of Night Audit, Safety and Security, labor cost and staffing, and Facilities Management.
This reflection has developed my technical and professional skills as it would be beneficial to
become a good entrepreneur or good hotel manager in future.

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References
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hotel industry: The uncomfortable truth. Journal of Hospitality and Tourism
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Toh, R. A., & Potapova, I. I. (2013). Check–in Check–out: Improving the Management of Hotel
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