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

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