Report on Concept of Yield Management : Hilton and Marriott Group

Front of House Operations

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Covered in Poster............................................................................................................................1
TASK 2............................................................................................................................................1
2.1 Two control mechanisms and their usage to monitor and improve sales in their front office
operations...............................................................................................................................1
2.2 Yield management and its two effects..............................................................................2
TASK 3............................................................................................................................................3
3.1 Importance of the customer care services in front office of hotels (Brochure)................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Front office plays a crucial and significant role in the management of various operations
of organisations. Especially in hospitality industry, front office plays a vital part in maintaining
business relation and meeting requirements of customers with providing them better support. For
report, the Hilton Group and Marriott Group are taken into consideration. Both the firms operate
in hospitality sector. This report will lay emphasis on various front office procedures and concept
of yield management along with various control management. Besides this, the importance of
front office on high customer satisfaction level is also taken into consideration.
TASK 1
1.1 List of various office procedures and functionalities
Covered in Poster
TASK 2
2.1 Two control mechanisms and their usage to monitor and improve sales in their front office
operations
Various control mechanisms are taken into consideration by cited firms in order to
improve quality of services and meet the requirements to fulfil the needs and demands of
customers. This helps in the better handling of the various operations that will leads to effective
management of the various functions that supports company to improve its various operation and
meet the requirements of their customers and fulfil them in a very effective manner. Some to the
control management approaches that are been taken into the consideration are as follows:
 Cost advantage: This approach will help both firms to meet the requirements of
company and fulfil them accordingly. It helps both the firms to meet customer’s demand
and provide an effective solution to various operations that are followed in hotels. The
effective costing of various services and products that are been developed by
organisation will help them to fulfil their requirements in a very effective manner. Other
than this, reasonable costing of these services will help both hotels to attract maximum
number of customers and fulfil needs and demands of customers in a very effective
manner. For instance, the effective costing of the various services will help in the
effective handling of the various operations of the Hilton and Marriott Group, helping the
firm to get more customers and meeting their requirements effectively. This will help the
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