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

This presentation provides an overview of hospitality operations, focusing on the functions and services provided by the rooms division operations, key roles and responsibilities of a Front Office Manager and an Executive Housekeeper, customer complaints handling procedures, and the critical analysis of Yield Management/Revenue Management. The presentation is based on the Four Seasons Hotel in London and offers insights into the hotel's operations and customer service strategies.

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

4. Critically analyse the Yield Management/Revenue Management
 Yield management is the strategy based on selling to the
right customer at right time, for the right price.
 It is the variable pricing strategy based on understanding
anticipating and influencing customer behaviour in order
to maximize revenue or profits from a fixed, time limited
resource.

Continued…
 The key elements of Yield management are as follows:

Continued.,…
High demand tactics of yield management
 Activity of yield management on high demand
tactics:
 Sales techniques to promote business and
maximize revenue:

Continued….
 Activity of yield management on high demand tactics: The
yield and revenue management is often confused but same
whereas yield management is part of revenue management.
Revenue management is a technique of planning adopted by
hotel operators through the profitable guests and maximize
room rates.
 It is the responsibilities of yield management to sell possible
highest rate of hotel by using pricing, overbooking, room
inventory and duration control.

CONCLUSION
 From the above study it had been concluded that
the hospitality business is one of the most
competitive business because of their dynamic
nature.
 These types of businesses has always deals with
customers needs and wants.

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.