Hotel Management Portfolio: Thank You Letter, Complaint Response, Compliment Response, and Formal Complaint Response

This portfolio covers various aspects of hotel management, including a thank you letter, response to a complaint, response to a compliment, and formal written complaint response. It also includes a student journal on the role of front office in a successful hotel operation.

International hotel
management

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Element 1 Thank You letter to guests who stayed at hotel..........................................................3
Element 2 Response to a complaint.............................................................................................3
Element 3 Response to a compliment..........................................................................................4
Element 4 Response to formal written complaint........................................................................4
Student Journal.............................................................................................................................5
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Hotel management is concerned with overseeing each and every operation of the
organisation and needs the knowledge of finance, distribution strategy, staff management and
many more. Trinity is a hotel in hospitality industry and is taken into consideration for
demonstrating various aspects of this report. This portfolio is based on the three different
elements of the hotel management (Chung, 2020). Within first element, a thank you letter will
be written to guests who stayed at hotel while in second element, a response to a complaint will
be provided. The third element is about the response to a compliment while the fourth element
includes a formal written complaint to the hotel.
MAIN BODY
Element 1 Thank You letter to guests who stayed at hotel
Thank You for your recent stay with Hotel Taste and Try. Commitment to service and
satisfaction of guests is our key concern. We know that you have many options when selecting
where to stay at the hotels. The fact that you choose our hotel is an honor to us. Our team has
tried to fulfil your needs, however, if there is anything that we have overlooked, please let us
know by filling our online feedback form. We sincerely hope that you enjoyed your stay and will
also come back again. If there is anything that you feel we overlooked then please let us know.
We are looking forward to welcoming you again soon as we will offer a considerable amount of
discount on your next visit.
Best regards
Guest Relations Manager
Element 2 Response to a complaint
Thanks for Nothing
Review of The Taste and Try
Dear Sir, our walk took place as well as it is outrageous of you to write ' if they can be
bothered to tum up without even speaking at the time for ensuring you were not in the wrong
place or that you had the wrong time. Our organisation has been established over the 25 years on
its complete dependability. The walk did take place with just around 25 people and if you had
called in we could have facilitated you to join the tour as you should have been in inaccurate
place or at inappropriate time. Our walks are never got cancelled as you can see on our website

that we are having a wide number of positive reviews and if our walk not took place then this
would have been clearly defined earlier. Our organisation has been established over many years
on repuration of its dependability. Someone is generally in office to help you if you can't find
walk and I am sorry that you not took time to contact someone at office who would have helped
you,
Regards
Owner / Director
Element 3 Response to a compliment
Hi, XYZ!
Thank You for taking your precious time to post a review of our organisation. We are
feeling so glad to hear that you have enjoyed your time at The Taste and Try. Our objectives as
well as goals are always to extend your expectations! If there is anything we can assist you on
your next visit to our organisation. Please do not hesitate to let us know and we hope to see you
soon.
Regards
The Taste and Try service team
Element 4 Response to formal written complaint
To: XYZ@____ .com
From: Guest Service Team- The Taste and Try
Subject: Issue with payment system
Dear Mr.....,
Thank You so much for reaching out to us as well as letting us know. I am so sorry regarding the
issue with the payment system. Once we noticed your issue, we put our service team non it and it
was get resolved within few minutes. That said, I know that is not make up for the amount you
have lost and may not get in return. I completely understand your problem that you could have
lost your business due to this kind of issue and is not acceptable.

Student Journal
Student Name:
Student Number:
Topic of choice: The role of Front Office in a successful hotel operation
Front Office is considered as the first place of an organisation or a business entity
wherein the guests of the hotels get in contact when they take entry within the organisation (Huo
and et.al., 2021). There are some of the common key roles of the Front Office in hotel within
hospitality industry and these roles are discussed as under:
 Reservations: It is a type of two-sided agreement which is done between a guest and an
organisation. Front office holds reservation requests for the guests in order to offer
specific rooms to them as well as monitors the status of reservation and a room. Within
this process, a visitor get in touch by front office in a hotel for getting accommodation as
per its wants or any kind of integrated service that are offered by hotel.
 Reception: In this process, the front office receives or greets the guests of hotel on their
entrance as well as process their queries in order to offer them service (Nhamo and
Chikodzi, 2021). The key role of front office is to welcome the guest and greet them
through answering their queries and along with confirming the reservations with the help
of giving description regarding services of organisation as well as provide direction to
them.
 Guest services: In this process, the main role of Front Office is to communicate with the
guests in order to book their reservations through assigning room to them and issuing
keys of it. Such types of operations are performed by the front office for allotting rooms
to guests and processing their payments.
 Concierge and night audits: The term concierge is concerned with multiple activities
that are operated at the time of receiving the guests. It is another role of the front office
for making the reservations (Pathak, Snghal and Rana, 2021). Booking transportation,
providing accommodation and many more services for the guests that have arrived at
hotel. Night audit is also done by the front office in order to review the account
transactions of a guest that are recorded at the reception.

 Sales person: Front Office also performs a role of a sales person as it must be capable as
well as has a spirit of salesmanship. Because it has to interact with a lot of people who
are the guests of hotel in comparison to another departments within the hotel.
 Giving information: Front Office is expected to be able in order to provide a clear as
well as well-defined information regarding the services of hotel (Tran, 2019). The role of
front office in giving information is that it has to determine the event that occurs in the
organisation and also a significant event that happens exterior to hotel which is having a
relation with guests of the organisation.
 Record keeper: Front Office is the key source as well as the centre of a information
keeper in the daily routine operations of the hotel.
 Diplomatic agent: In this role of front office, an individual is expected to do a particular
activity in a diplomatic manner on a specific condition or situation. The personnel has an
objective to keep as well as neutralise the interpersonal relationship environment with the
another that is having a relation with the hotel.
 Problem solver: Front Office is considered as a hub of different actions and is he place
to solve the problems of the guests, primarily the complaint of the guests of hotel that
have stayed in it (Uğurlu, 2020). Hence, it is general thing that if the front office takes a
complaint that is not having relationships with front office but is complaining regarding
other aspects of hotel.
 Service coordination: The front office within a hotel also plays a crucial role in the
form of a service coordinator for the guests as well as activities of the other departments
within the hospitality organisation that is get communicated by front office.
 Providing safety to guests: It is the another significant role of the front office to provide
the safety to the guests such as helping protecting all the properties of hotel and watching
the guests who are suspicious. It also performs the role in reminding the guests who bring
private cars in order to not leave the incredible things within car.
From the given lecture, I have acquired a variety of skills and knowledge regarding the
role of front office within a hotel. I have developed problem-solving skills, communication
skills, time management skills, analytical thinking skills, decision-making skills and many more
(Wang and Zhang, 2021). In my future period, these developed skills and knowledge regarding
the front office will help me when I will get a job in the front office department of a hotel

organisation. I will apply these skills and knowledge when I will perform the job role of Front
Office and interact with the guests at the time of their entrance within the hotel.
CONCLUSION
From above explanation of the report, it has been concluded that hotel management is
considered as one of the significant element of the proper management within hospitality
industry. This process manages the manpower, plans effectively, marketing its services,
coordinating and administering the services of hotel and many more. Within this portfolio, four
different elements have been presented in respect of the hotel management. A thank you letter,
response on negative comment, response on compliment and formal response on complaints of
guests have been conducted in this portfolio. Along with it, various roles of the front office have
also been described within this portfolio as a student journal that helps in running the operations
of hotel in an effective manner.

REFERENCES
Books and Journals
Chung, K. C., 2020. Green marketing orientation: Achieving sustainable development in green
hotel management. Journal of Hospitality Marketing & Management, 29(6), pp.722-
738.
Gonzalez, R., Gasco, J. and Llopis, J., 2019. ICTs in hotel management: a research
review. International Journal of Contemporary Hospitality Management.
Huo and et.al., 2021. Tourism, environment and hotel management: an innovative perspective to
address modern trends in contemporary tourism management. Business Process
Management Journal.
Nhamo, G. and Chikodzi, D., 2021. Hotel Management Under Increasing and More Intense
Floods: A Focus on The Centurion Hotel, South Africa. In The Increasing Risk of
Floods and Tornadoes in Southern Africa (pp. 105-126). Springer, Cham.
Pathak, A., Snghal, A. and Rana, B. K., 2021, December. Review on Hotel Management System.
In 2021 3rd International Conference on Advances in Computing, Communication
Control and Networking (ICAC3N) (pp. 1834-1837). IEEE.
Tran, B., 2019. The next generation of leaders: Women in global leaderships in hotel
management industry. In Gender Economics: Breakthroughs in Research and
Practice (pp. 492-518). IGI Global.
Uğurlu, K., 2020. Integrated Marketing Approach in Hotel Management. In The Emerald
Handbook of ICT in Tourism and Hospitality. Emerald Publishing Limited.
Wang, Q. and Zhang, B., 2021. Research and implementation of the customer-oriented modern
hotel management system using fuzzy analytic hiererchical process (FAHP). Journal of
Intelligent & Fuzzy Systems, 40(4), pp.8277-8285.