Assignment on Hospitality Management- Hotel Courthouse
Added on 2020-04-01
14 Pages3508 Words109 Views
Running head: HOSPITALITY MANAGEMENTHospitality Management Name of the StudentName of the UniversityAuthor’s note
1HOSPITALITY MANAGEMENTIntroduction The hotel Courthouse is an establishment, which is located in the large city’s centre. Thehotel is primarily facing competition on the faces of cost. Their prices are kept comparativelylower. However, the quality and range of food is not having a right standard. However, the hotelis seeking developments when the German chancellor is looking forward to visit the hotel. Thehotel is looking forward as well to bring improvements in the management of the hotel. Thehotel supervisor might face problems while dealing with the front house. In this respect, the hotelmust come up with strategies in order to bring improvements in the particular department. Question 1a) While welcoming the German delegate, the manager of the front of the house of thehotel needs to take care of certain issues to raise the standard of the hotel industry. The work ofthe front office is related with the direct interactions with the guests or they are conducted infront of the guests. They are connected to direct interaction with the guests, which incorporatesthe accommodation, reservation and so forth. However, the supervisor needs to take care of theFront house of the hotel in order to raise its standard while welcoming the German councilor(Miller, Walker & Drummond, 2007) In this point of time, the Supervisor needs to consider theissues and solve them accordingly. The practice of the hotel confirms more reservations that what the actual inventory canpermit. Hotel do not show information in order determine the percentage to what extent they canover commit the rooms (Boella & Goss, 2013). Another drawback that is needed to consider isthe imposition of the charges, which are incidental, but on the basis of the miscellaneous itemsthat one can use at hotel in the form of valet parking or telephone calls. The front office usually
2HOSPITALITY MANAGEMENTget the approval for the amount which is requested and impose charge at the guest’s regularly.The front offices at times failed to do their jobs regularly which results to the negligence, whichresults to the birth of many hotel complaints from the guest. The reservation is also being one ofthe major problems among the guests and this happens out of the negligence of the front officers.While welcoming the German delegate, it is important for the front officers staffs to make agrand welcome with their gestures and postures of welcoming the guest properly (Glickman,Gordon & Ross, 2012). The Supervisor needs to take into consideration that there are lack ofstaffs in the hotel who know German language. Therefore, the supervisor needs to recruit staffswho knows the language and make a grand welcome to the guest. The front desk staffs do nothave proper communication with the other departments of the hotel industry, in this matter, if theGerman delegate has some queries about the other departments then he can easily ask the frontoffice. In this matter, the supervisor needs to make the team ready for the providing a higherquality of services to the delegate in terms of waging communication and offering help to theGovernment delegate. The requirements of the staffs are needed to be fulfilled in order towelcome the guest on that particular day. The staffs are needed to well dressed not like usual. Ifthese issues are taken into consideration and can be solved and well managed properly, then itwould be great in the eyes of the delegation that the hotel has raised its standard to a maximumlevel (Glickman, Gordon & Ross, 2012).b) The key skills that the supervisor of the front office needs to demonstrate whilewelcoming the German delegate is present his leadership properly in order to see the functioningof the staffs in related to the front office, which includes the grand welcoming of the visitor, andgreet the delegation properly. The supervisor needs to have both communication and properleadership skills. The leadership qualities of the supervisor would make him to overview the
3HOSPITALITY MANAGEMENTactivities of the staffs to make sure that the activities in the office are running smoothly (Suh,West & Shin, 2012). The supervisor’s responsibility is to welcome the delegate and as mentionedbefore providing the guest with the best possible services. If the delegate faces any problemsregarding the service quality issue, it is the responsibility of the staffs to handle the problemsefficiently. It is the supervisor’s roles and responsibility again to functions as per the instructionsof the manager to see the duties of the front house of the hotel. He needs to take into account thatthe staffs are adhered to the rules and regulations. As a leader, the supervisor must ensure thatthe members of staff follow proper discipline (Miller & Walker, 2012).It is the job of the supervisor of the front office to communicate and give direction to thestaff members in a concise and clear manner and if possible in a clearer format. The supervisormust have a better communication skill while listening to the requests of the Governmentdelegate and give him the details about the timings of the outlet near the spots of the tourists andto describe about the local attractions and overall services that the staffs of the hotel would giveto the German visitor. The supervisor needs to make sure that the appropriate room is selectedfor the visitor to stay as per the requirements of the visitor and also confirming rates to the visitorafter handing over the keys to the delegate (Rothfelder et al., 2012). The supervisor needs to stayalert and must apply his role model skills as well to the staffs during the emergencies. Other thanthe leadership and communication skills, the supervisor needs to have the skill of dealing withthe internal and external customers and the supervisor must have a greater level of patience,diplomatic and knows tactics. He must have the skills of doing calculations fast and solvecomplex situations. The supervisor must have the skills related to the preparing the complexreports related to rooms and the generation of revenue. The manager must possess excellentmanagement and organizing skills and also having the ability perform functions in pressured
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