Hospitality Operation (D) - Functions, Roles, Complaints Handling, Yield Management

This presentation discusses the functions and services provided by the rooms division operations, key operational roles of a Front Office Manager and an Executive Housekeeper, customer complaints handling procedures, and the critical analysis of yield management/revenue management. The presentation focuses on The Clifton Hotel, a medium-sized budget hotel, and its approach to hospitality operations.

HOSPITALITY OPERATION (D)

TABLE OF CONTENT
 Introduction
 1. Evaluating the functions and services provided by the Rooms Division operations
 2. Key operational roles and responsibilities of a Front Office Manager and an Executive
Housekeeper
 3 Analyze the customer complaints, complaints handling procedures
 4. Critically analyze the Yield Management/Revenue Management
 Conclusion
 References

INTRODUCTION
 Hospitality operation provides the best means and wide range of areas through which the customers
satisfied.
 In the same way, currently the present presentation also provides an importance of hospitality
operation which includes front desk management, housekeeping department and human resource
management etc.
 The chosen hotel for this is The Clifton Hotel which is medium size budget hotel that provides
accommodations facilities at reasonable rates to the visitors.
 Moreover, the quoted hotel also provides best variety of services to their customers because of
having skilled staff members.

CONTINUED…
• The presentation critically evaluates the functions and services provided by the Rooms Division operations .
Further, presentation also key operational roles and responsibilities of a Front Office Manager and an Executive
Housekeeper in a hotel.
• Moreover, PPT analyze the customer complaints, complaints handling procedures and the synthesis of customer
care skills for the Guest Relations Manager and also critically analyses yield management with its elements

1. Evaluating the functions and services provided
by the rooms division operations
 Front office department of The Clifton Hotel welcoming the guest as well as escorting to the room. They
make sure that professionals greeting of visitors and guest, make proper coordination with housekeeping
department for cleaning rooms.
 Further, primary function of housekeeping department make sure that venue is proper clean, they also
collect trash and empty wastebasket, change the bedsheets and arrange room properly.

CONTINUED…
 Moreover, front office department of The Clifton Hotel also track guest charges at the time of occupancy and the
staff also make sure that they are issuing right keys of accommodations to the right guest.
 While it is critically evaluated that housekeeping department of The Clifton Hotel makes the hotel experience
enjoyable for their guest by providing best services.

2. Key operational roles and responsibilities of a Front Office Manager and an
Executive Housekeeper
Roles and responsibilities of Front Office Manager:
 In The Clifton Hotel, the front office manager managing and
provide training to the staff so that they satisfy the customers.
 They also administer all the operations of front desk operations such
that maintaining guest relation and concierge services.
 Front office manager also maintain all the records of room
inventory for facility in order to make sure the optimal level of
customer satisfaction.

CONTINUED…
Roles and responsibilities of an Executive Housekeeper:
 Executive housekeeper administer all the work of housekeeping in order to ensure the positive working
environment for all guest.
 Executive Housekeeper of The Clifton Hotel is also responsible for scheduling all work for weekends and evening
hours in order to aid manager to provide proper care and maintenance of the area.
 They are also liable to monitor and ensure the response to all client request as well as regulate hotel standards all
time.
 Further, also monitor and administer efficient working of all housekeeping department to make sure that all
operational standards with regulations.

3 Analyze the customer complaints, complaints handling procedures
 In The Clifton Hotel, when customer make complaints, front
office manager make sure that they take immediate action in
order to resolve it.
 For example, a customer complaints about uncleanliness in
washrooms and there is no proper parking space.

CONTINUED..
Complaint handling procedure:
 Listen carefully:
 When a customer presents with a complaint, make sure that Manager should not react and did not take it
personally.
 It is so because when a person remain in control of own emotion, then deals from the position of strength.
 That Is why, stay calm and never interrupt when the customer put complaints.

CONTINUED…
 Apologize without blaming: Admit mistake without blaming others and after listening, take an initiative at the
time of conversation. So that customers calm down and hear without asking question. Apologizing is the simplest
way to diffuse the solution and finish the words easily.
 Offer a solution: Lastly, make a promise that this will never happen and assure that immediate action is taken so
that other customers suffer from the same. This way, The Clifton Hotel handling the problem without any
problem.

CONTINUED….
 Dealing the problem without any blame will affect the
working environment in positive way such that it creates
positive impression among customers and also increases
customer satisfaction as well.
 Moreover, handling complaints also improve customer
satisfaction and through this, Office Manager also identify
needed improvement areas which will help to provide better
facilities as well.

4. Critically analyse the Yield Management/Revenue Management
 Yield management is the best pricing strategy that is also
used by The Clifton Hotel in order to maximize the
revenue as well as profit. Its main aim is to increase the
occupancy by maximize the average revenue per
night/room.

CONTINUED…
 Key element of Yield Management:
 Cost control: it is the most important key element of the yield
management in which the company gain benefit such that they
minimize the cost so that it will help the firm to raise its brand
image.
 Innovative ideas: using best ideas and offering special offers
to the customers will help The Clifton Hotel to attract wide
range of customers.
 Such that they may offer free accommodations to the travelers
on specific day.

CONTINUED.,…
 In order to increase the occupancy and average daily room rate, revenue manager of The Clifton Hotel uses three
tactics such that:
 Group room sales: It is the most effective strategy that is used by quoted restaurant in which hotel receive
reservation for group sales from months or year in advance.
 Therefore, it creates positive impact upon the company revenue by collecting much information.
 Offering special discount: It is another high demand tactic in which The Clifton Hotel offers special discount to
their customers by lower down the price.
 In this strategy, hotel also offer discount on special occasion. So that it will attract wide range of customers
towards it.

CONTINUED….
 Transient FIT room sales: these rooms are sold to free
travelers and they usually book closer to date of arrival than a
group business.
 Therefore, in order to maximize the room revenue the manager
of the hotel offer deluxe rooms are standards rates so that it
helps to attract guest when the demand is low.

CONCLUSION
 By summing up above, it has been concluded that an effective operations in hotel helps the business to run
smoothly.
 Further, PPT also concluded that that room division operations monitor all the work of staff members in order to
make sure that it keep satisfied the needs of customers.
 Moreover, it is also concluded that hotel handling all the complaint of the customers with effective process so that
it will not creates negative impact upon performance.
 Lastly, PPT concluded that with the effective use of Yield management, The Clifton hotel uses group sales, offer
discount strategies so that it maximize the occupancy of rooms as well as ADR.

REFERENCES
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CONTINUED….
 Wu, C. T. and Tsai, Y. H., 2015. Design of an ice thermal energy storage system for a building of hospitality
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 Online
 Function and housekeeping department. 2018. [Online]. Available through:
<https://work.chron.com/housekeeping-functions-hospitality-industry-30195.html>.