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

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.