Hospitality Operations: Functions, Roles, Complaint Handling, and Yield Management

This presentation provides an overview of hospitality operations, including the functions and services provided by the rooms division operations, key roles and responsibilities of a front office manager and executive housekeeper, complaint handling procedures, and yield management in the hospitality industry. It emphasizes the importance of efficient operations, guest satisfaction, and revenue generation for hotels. The presentation also discusses the impact of these factors on hotel performance. References are provided for further reading.

Hospitality operations

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
 The operations within the hospitality is very necessary
because of the reason that if the operations within the
hotel are not performed in proper way than the working
of the hotel will not be good.
 The presentation will outline the different functions and
services provided by the room division operations of
Denbies Wine Estate Hotel.

CONTINUED
 Also, the operational roles and responsibilities of the
front office manager and executive housekeeper will
be outlined.
 Further in the presentation the discussion will take
place on skills for guest relation manager.

1. Evaluating the functions and services provided by the rooms
division operations
 The room division operation is the department within Denbies Wine
Estate Hotel is the department which covers all the other departments
such as front desk, housekeeping, laundry, reservation and many
other related operations which are essential for the successful
working of the hotel. The functions and services provided by these
two functions are discussed in the following connected points-
 Front office desk
 Housekeeping department

Front office department
 This is the department which provides for the most
important function that is meet the guest and to take
care of the guest.
 This is the most important service of the front office
department is that they greet the guest the, solve all
the queries of the guest and if they require anything
then they are responsible for taking care of them.

Housekeeping
 This is another department which comes under the room division
operation and which is very essential for Paddington to maintain.
 This is mainly because of the reason that housekeeping is the
operational department which is responsible for the maintenance
and cleanliness of the rooms, gardens, swimming pool, back area
and front area of the hotel.

Key operational roles and responsibilities of front office manager and
executive housekeeper in hotel
 Roles and responsibilities of front office manager-
this is the person who manages the front office area of
the hotel Paddington.
 This person is responsible for all the functions which
are performed by the front office department.
 This is the most important responsibility of the front
office manager to manage the responsibility of taking
care of the guest coming to the hotel.

CONTINUED
 Roles and responsibilities of executive housekeeper:
 This is an individual which is appointed in order to look after
the requirements of the cleanliness and tidiness within the
hotel.
 This criteria needs to be very effective because of the reason
that if the hotel will not be clean then the consumers will not
like the place. Thus, the executive housekeeper plays much
important role within the hotel success and popularity.

3 Analyse the customer complaints,
complaints handling procedures
 For the hotel it is very necessary that the guests and consumers
are satisfied with the services of the consumers and if not then
it will be a losing situation for the hotel.
 This is because of the reason that the dissatisfied consumer will
not come back to the place. Thus, if any complaint come to the
front office it must be addressed as soon as possible.

Complaint handling procedure:
. For this Paddington can follow the following procedure-
The first step is to carefully listen to the complaint of
the consumer and try to analyse the reason for the consumer
facing the problem.
The next step is to apologize to the guest or the
consumer of the hotel. This is necessary because of the reason
that this gesture will cool down the temperature of the patient.

Skills for guest service manager:
 The most important skill is the listening skill. This
is the most important skill because of the reason
that the guest relation manager has to take care for
the guest and for this the most efficient thing is to
listen to them.

Impact on performance
These skills help the manager in managing the
conflicts and this will enhance the performance of the
hotel.
This is majorly because of the fact that with these
skills the manager will be enough efficient to manage the
consumers and handle their issues on time.

4. Critically analyse the Yield
Management/Revenue Management
 The revenue management or yield management is
the type of variable pricing strategy which is based
on understanding, anticipating and attracting the
consumer behavior with the intention of increasing
the revenue for the hotel.

The key elements of Yield management are
as follows
 Group room sales
 Transient or fit room sales
 Food and beverage activities
 Local and area wide activities
 Special events

TACTICS
There are different tactics which can be included in
the yield management at time of high demand are as
follows-
Close or restrict discount- at time of high demand
the discount must be restricted or closed as this will
increase the revenue or yield. This is because of the
reason that if the demand is high then it means that
the guest will stay and the discount can be cancelled.

CONTINUED
 Rating in accordance with the competitors’ prices. This is very
necessary because of the reason that Paddington must charge
the prices in accordance with the prices of the competitor.
 This is majorly because of the reason that this will help the
hotel in charging a little low price as compared to the
competitors and this will attract more of the consumers towards
Paddington.

CONCLUSION
 From the above study it is concluded that operations
department within the hospitality sector is very
necessary.
 This is due to the fact that it is the major department
which overlooks the overall functioning of the hotel.
The presentation highlighted the different function
of housekeeping and the front office department.

REFERENCES
 Cottrell, S., 2019. The study skills handbook. Macmillan International Higher Education.
 Keep, E., 2016. Improving skills utilisation in the UK-Some reflections on what, who and
how?.
 Maulina, L. and Khaerudin, I. R., 2019, March. Curriculum Evaluation on Hotel
Administration Study Program at Bandung Tourism Higher Education. In International
Symposium on Social Sciences, Education, and Humanities (ISSEH 2018). Atlantis Press.

CONTINUED
 Pomsuwan, S. and Soontayatron, S., 2018. Recommendations on Establishing
Competency Standards and Core/Supporting Key Indicators of Vocational Competency
among Undergraduates at Vocational Colleges Majoring in Hotel Services for 23 Positions
in the Tourism Industry to be in Compliance with the Standards of ASEAN Mutual
Recognition Arrangement on Tourism Professionals. ASEAN Journal of Education. 4(1).
pp.1-17.
 Silberschatz, A., Gagne, G. and Galvin, P. B., 2018. Operating system concepts. Wiley.