BA Hospitality Management - Hospitality Operations: Yield Management

This presentation provides an overview of hospitality operations, focusing on the functions and services of the Rooms Division, including the housekeeping department and front office desk, within the context of the Four Seasons Hotel London. It details the key operational roles and responsibilities of a Front Office Manager and an Executive Housekeeper, emphasizing their contributions to guest experience and efficient hotel management. The presentation also analyzes customer complaint handling procedures, highlighting the skills required for Guest Service Managers to effectively resolve issues and maintain customer satisfaction. Furthermore, it critically examines yield management and revenue management strategies, discussing tactics for maximizing revenue through variable pricing and understanding customer behavior. The presentation concludes by emphasizing the competitive nature of the hospitality business and the importance of meeting customer needs and wants, with references to relevant academic sources.

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
 Hotel operational management program will offer
business skill and acumen to work in a wide range of
area within this multifaceted industry.
 The present presentation is based on “Four season hotel
of London” which is located at park lane London.
 The hotel is five star hotel by providing its proper and
luxurious service to its customers.

Continued…
 This will also determine by key roles and
responsibilities of front office manager and an
executive housekeeper in a hotel.
 This presentation is analysis the customer complaints
for handling procedures and the synthesis of
customers care skills for the guest relations manager
and officer as well as how they manage this issues
affect their performance.

1. Evaluating the functions and services provided by the rooms
division operations
 Housekeeping department
 Front office desk
 Guest services

Continued…
 Front office desk: The front office desk is a main
function of room division operation because this is
the main duty is to enhance guest services by
constantly developing services in order to meet guest
needs in an effective manner.
 This service is included different types of services
like reservations, business, cashier, billing, check out
and check in confirmation, rooming the guest as well
as verification of night in Four season hotel London.

2. Key operational roles and responsibilities of a Front Office
Manager and an Executive Housekeeper
 There are different key roles and responsibilities of front office
manager and executive housekeeper in Four season hotel London
which are as follows:
 Front office manager
 Executive Housekeeper

Continued…
 Roles and responsibilities of front office
manager:
 The main responsibilities of front office
manager is to manage PMS system, reservations
and revenue management, general data
management as well as providing best guest
experience to them in an effective manner.

Continued…
 Roles and responsibilities of executive
housekeeper:
 There are various roles and responsibilities
of executive housekeeper. They are different
and important services to customer by
providing better services to them in proper
manner.

3 Analyze the customer complaints,
complaints handling procedures
 Managing properly customer complaints are more important
and effective for guest relation manager as well as whole staff
of Four season hotel London.
 Guest relation manager of Four season hotel London include
some steps for handling customers complaints in effective
manner by providing the best solutions.

Continued..
Complaint handling procedure:
 Listen carefully:
 Ask question
 Put yourself in their shoes
 Apologize without blaming them
 Ask customer
 Solve the problem

Continued…
Skills for Guest Service manager:
 Motivating employees
 Training team
 Organizing workflow process