Operational Plan for Hyatt Hotel: Strategies to Manage Front Office Department

This report discusses the operational plan for Hyatt Hotel, focusing on strategies to manage the front office department. It includes an overview of the workplace, task analysis, shortfalls, and strategies to overcome them. The report suggests employing more staff to reduce waiting time and installing software to reduce errors in reconciliation. The potential cost factors are also discussed.

BSBMGT517 Manage operational
plan

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
Overview of the workplace and description of operational procedure .......................................1
Explaining all the task which are the parts of procedure.............................................................2
Presenting he shortfalls and underperformance of task ..............................................................2
Strategies used to overcome the shortfalls and this strategy will get implemented. ...................3
Potential cost factors ...................................................................................................................4
CONCLUSION................................................................................................................................4
REFERENCE...................................................................................................................................6

INTRODUCTION
Operational plan is a process which is all about planning a strategic goals and objectives
in order to attain the technical goals as well as objectives of a firm. The operational plan also
outlines the activities as well as target which organization carry out in order to work that helps to
attain the aim and objectives. The present report is also based upon Hyatt which is one of the top
hotel in Australia who provides range of different services to their customers. The study will
provide an overview of a workplace and describe the operational procedure along with reasons.
Further, the study will also explain all task in detail and determine the shortfalls as well as
underperformance of a task. Then, it describes the strategy which can be implemented in order
to overcome the shortfalls an examine potential cost factors that includes physical and human
resource aspects.
Overview of the workplace and description of operational procedure
Hyatt is one of the top and international hotel in Australia which is famous for its
effective customer service and rooms. The quoted hotel is one of the luxurious firm which offer
high class services to their customers and this in turn reflected that company has a strong
customer base in the market. In addition to this, it has been also analyzed that there is a need to
monitor the front office department of a company because there are different issues identified
under the department which needs to be sorted (Mankame, 2021). However, it has been also
identified that the main reason to review the selected department of Hyatt is number of issues
faced by the customers in regard to long waiting time, frequent errors in reconciliation at the end
of shift in front office etc. This in turn reflected that hotel must consider different key areas
because it affects the results in opposite manner.
In addition to this, it has been identified that there is a need to minimize the error of
reconciliation at the end of shift in front office because it affects the financial performance of a
company. That is why, there is a need to review the process at regular basis in order to generate
the bets outcome. Also, most of the customer faces complaints with regard to long waiting time
and this must be minimized because it lower down the customer service of a firm in near future.
Hence, these factors needs to be reviewed and monitored that helps to generate the best
outcomes and create a positive impact over the business.
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Explaining all the task which are the parts of procedure
In the front office department, it has been examined that there are different errors
identified which needs to be resolved within a specific tenure. However, the main role of chosen
department in Hyatt is to greet the customers and listen complains by offering a well and
suitable solutions at urgent basis (Hernandez, 2021). Thus, as per the problem identified for the
chosen department is to analyze frequent errors in reconciliation at the end of a shift which
entails that business must focus upon the cash and outflows so that it will not affect the results in
opposite manner. However, it has been identified that quoted hotel should review and monitor
the same in order to develop a best outcomes and this in turn helps to improve financial
performance.
On the other side, it can be also stated that another issue faced by the front office
department is to solve the queries of people so that it does not affect the customer base.
However, it is the major responsibility of front office department so there is a need to focus upon
this aspect so that it creates a positive impact over the results (Sun and et.al., 2020). Overall, it
can be stated that for the present chosen area, there are different issues found and front office
department is accountable for handling customer problem so there is a need to solve the problem
and generate the best outcome with an aim to improve the performance.
Presenting he shortfalls and underperformance of task
There are many issues faced by the company’s front office department which entails that
it has an underperformance of its task that creates direct impact over the business performance.
Also, it can be stated that within a front office department, most of the customers are faced issue
regard to cleanliness of the room and they have to wait for the longer time. This in turn reflected
that Hyatt need to focused upon such aspects because it might lead to underperformance of a
company over its competitors (Septariani and et.al., 2020). Here, the major issue faced by the
company is related to service offered by the firm because if customers will not satisfy with the
service then it affects the results in adverse manner. Hence, there is a need to solve the issue and
develop strategy to generate the best outcomes for the welfare of a business.
In addition to this, during the shift changes front office department faces issue with
regard to reconciliation at the end of the day which have a direct impact over the business
financial performance. Also, it can be stated that there is a need to solve such issue, as it might
lead the entire company towards an underperformance. Also, this affect the entire business in
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adverse manner and there is a need to make effective strategy in order generate the best
outcomes, along with increase the overall performance (Dos Santos, 2020). This in turn also
reflected that such shortfalls always affected the entire business operations and there is a need to
solve the problem at urgent basis because it affects the customer service and also create a direct
impact over the results too. The major reasons identified regarding to these two problems is such
that company does not properly monitor the operations at daily basis and that is why, it affects
the results in positive manner by raising the performance globally.
Strategies used to overcome the shortfalls and this strategy will get implemented.
To overcome the problem of prolonged waiting periods at check ins, Hyatt hotel can
increase their staff. When hotel will increase the number of staff at front desk then the number of
waiting people will also decreases (Ozdemir and et.al., 2021). Long queues are normally
observed only, when human resource to solve customers query are less. Although it will increase
company's cost but it will also help them in increasing their sales. When customers find out that
their help desk is good and takes no time in solving queries than they will visit more in such
hotels. Hyatt will also get more new customers, as existing customers will do publicity from
word of mouth. Company should have make sure that waiting period should be less as possible
because more waiting time can turn off the customers (Pillai, Haldorai, Seo and Kim, 2021).
Hotel should also higher such candidate who can effectively deals with the customers. At front
desk, there are chances that such customers can come who will fight with the employees if they
are not satisfied with the hotel services. So in order to deal with such customers, it is important
that employee should have patience. Impatient workforce is not fit for front desk job.
In order to solve the issue of frequent errors in reconciliation, Hyatt can install new
software in the computer system which can solve the issues related to reconciliation.
Reconciliation is not difficult but it is required consistency. It has observed that frequent errors
often occurred while doing reconciliation and due to this thing hotel have to face losses. It is
mandatory that the final amount of financial statements should be matched (Huynh, 2018). So
proper balancing of financial reports must be their. Software will help to solve this problem
because it will work automatically and correct all mistakes. It will also helpful in making
financial statements correctly. For this company have to provide training to their employees so
that they can use new software easily. Employees are not well versed with new technology. So it
is important that company provide training to them. Problems are the part of the organisation
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and it will arise. So it is important for companies that how they are solving problems. Problems
cannot be avoided but strategies are made to overcome them.
Potential cost factors
The total cost which will be incurred by Hyatt in installing software and hiring more
employees will be £ 1800000. cost factors are those factors in which company have to pay
something in monetary aspect in order to bring something in the organisation (Arun, Alalmai
and Gunaseelan, 2020). Nothing will comes in free, if Hyatt want to avail anything then they
have to pay for that. Software is important to get installed so that accounting errors can be
reduced. Software can be also considered as company asset because it is helping company in
achieving success. It is the intangible asset for the company because it cannot be seen but it
contribute in the company success. Human resources are the staff which is appointed by Hyatt.
Hotel should not recruit any candidate but those candidate must be recruited which have
knowledge and skills of front desk. If front desk staff will not deal with the customers properly
then it can upset customer or even make them angry. HR plays vital role because they only
appoint candidates. So at the time of interview they should better evaluate every candidate
(Harper, 2019). There are various costs which in incurred in the organisation. Some are the
relevant costs and some are not. So company should cut irrelevant costs and always give priority
to the relevant costs.
CONCLUSION
Through this report it can be concluded that the report has discussed front desk related
issues. The issues which this department is facing are related to long waiting periods at the time
of check ins and errors in reconciliation. I have find out that in order to solve the issue related to
long waiting time hotel can employ more workforce. These kinds of issues are normally faced
by the hotel when they are getting more customers but have less human resource. So it is better
to recruit more employees. Customers avoid waiting for long time. So those hotel which take
more time for check ins are not proffered by them. There is also other cost effective option
which can be used by the company like install automatic machines which will provide virtual
check ins. Here customers have to operate automatic system for generating any request. It is
mostly preferred in covid 19 because it restrict human interactions. For removing or limiting
errors in reconciliation, company can install software which will automatically preform entries
in the financial accounts.
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When entries will be done by software and not manually then it will definitely reduces the
chances of errors. This is the most cost effective method. As initially it will cost to the company
but in the long run it will going to save cost of the company. If will provide error free entries and
also avoid duplication of entries. Reconciliation is the number related thing and I feel that there
are more chances of occurring mistakes in numerical work. Software is made from programs
which will help employee in completing work fast and accurately. It is obvious that when
reconciliation is done manually then there are chances of making mistakes but when software
will get used then mistakes will not come.
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REFERENCE
Books and Journals
Arun, A., Alalmai, A.A. and Gunaseelan, D., 2020. Operational Need and Importance of
Capacity Management into Hotel Industry–A Review.
Dos Santos, L. M., 2020. The challenges of public health, social work, and psychological
counselling services in South Korea: The issues of limited support and
resource. International journal of environmental research and public health. 17(8). p.2771.
Harper, G.A., 2019. The Nelson Halo: Operational Plan. Report for the Nelson Nature.
Hernandez, J. Z., 2021. Trends and Issues of Hotel Industry in Calabarzon: Inputs to Tourism
and Hospitality Development Planning. IOER International Multidisciplinary Research
Journal. 3(1).
Huynh, N., 2018. Revenue Management for Small an Independent Hotel: An Action Plan for
Hotel.
Mankame, M. S., 2021. Study on Hotel Front Office Practices and Its Impact on Guest
Satisfaction. PalArch's Journal of Archaeology of Egypt/Egyptology. 18(1). pp.4545-4550.
Ozdemir, O. and et.al., 2021. Quantifying the economic impact of COVID-19 on the US hotel
industry: Examination of hotel segments and operational structures. Tourism
Management Perspectives. 39. p.100864.
Pillai, S.G., Haldorai, K., Seo, W.S. and Kim, W.G., 2021. COVID-19 and hospitality 5.0:
Redefining hospitality operations. International Journal of Hospitality
Management, 94, p.102869.
Septariani, M. W. and et.al., 2020. The Front Office Strategy on Service Quality
Improvement. International Journal of Glocal Tourism. 1(2). pp.88-98.
Sun, S. and et.al., 2020. An investigation of the moderating effects of current job position level
and hotel work experience between technology readiness and technology
acceptance. International Journal of Hospitality Management. 90. p.102633.
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