Management in the Hospitality Industry

This document provides an overview of management in the hospitality industry, focusing on the roles and responsibilities of the front office and housekeeping departments. It discusses the organization of these departments, management of inventory and equipment, characteristics of housekeeping equipment and supplies, laundry room management, cleaning functions, safety measures, and environmental management and sustainability. The document also includes a case study of Good Hotel London.

Running head: MANAGEMENT
Management
Name of Student
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Author Note

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Table of Contents
Part 1: Introduction....................................................................................................................2
Part 2: The rooms division.........................................................................................................3
Part 3: Organisation of Front office department........................................................................4
Part-4: Organisation of Housekeeping department....................................................................4
Part 5: Management of inventory and equipment......................................................................5
Part 6: Characteristics of housekeeping equipments and supplies.............................................5
Part-7: Laundry room management...........................................................................................6
Part-8: The cleaning functions...................................................................................................7
Part 9: Safety, security and infectious diseases..........................................................................8
Part-10: Environmental management and sustainability............................................................8
Bibliography...............................................................................................................................9

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Part 1: Introduction
Hospitality industry can be categorised in the service industry that includes lodging,
theme parks, travelling as well as transportation. Globally this industry has managed to help
in the development of various countries as a potential tourism destination. It is for the
development of efficient hospitality industry that destinations like London and Greece have
emerged as top tourist destinations in the world.
As stated by Loon, Aung and Tin (2018) the tourism industry in Canada is steady in
terms of revenue generated and has been consistent in its approach to gaining the interests of
the tourists. The tourism industry in Canada employs over 600,000 people and earns about 78
billion in revenue. In the USA, the tourism industry serves millions of international and
domestic tourists on a yearly basis and is a large source of income for the people.
Tran (2019) commented that the different types of lodging establishments include
hotels, resort, motel and hostel. The difference is that in the case of hotel is a commercial
places that is established in popular destination. However, in the case of resort the lodging
provides a centre of attraction for the tourists. Motels provide lodging opportunities to the
people that undertake long route travel via highway while hostels are cheaper than the
remaining lodgings and can be ranked from one to three stars.
For the assignment the hotel that is in focus is the Good Hotel that is situated in
London. The lodging facility provides customers with an experience of residing in an ultra
modern establishment that includes compact rooms in a modern Dutch decor manner. It
provides continental breakfast buffet and is located 2 miles away from the Museum of
London Docklands (Goodhotellondon.com, 2019).

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Part 2: The rooms division
The roles, responsibilities and duties of the people working in the hotel is to ensure
that every customer remain satisfied with the services provided and that discrepancies in the
form of room rates or maintenance are not faced by the customers. In this regard, it can be
said that the innovative nature of the rooms need to be maintained properly so that customers
residing in the rooms feel an atmosphere related to home (Goodhotellondon.com, 2019).
The communication between the different departments of the hotel needs to be
accessed so that an understanding of the coordination between the employees can be
identified. It is the major duty of the HR department to recruit talented people that can help in
the growth of the hotel (Zemke et al., 2015). Therefore, in Good Hotel London the
relationship between the HR departments, maintenance, sales and management provides
opportunities for interaction and satisfaction of the customers. The communication
maintained is stable and provides the employees with an opportunity to develop strong
interaction with one another.
As stated by Berezina et al. (2016) the front office of a hotel is important as it deals
with the customers directly by phone or in person. In the case of the Good Hotel London, the
front office provides opportunities for to the customers to understand the rooms that are being
provided by the hotels and the places of interest that exists around the hotel.
On the other hand, the housekeeping group have the responsibility to maintain the
cleanliness of the hotel premises which includes the rooms, outside porch and parking lots so
that customers does not make complains about any type of dissatisfactory activities during
the stay at the hotel.

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Part 3: Organisation of Front office department
According to Rhee and Yang (2015), front office departments need to be attractive so
that people can be mesmerised with the facilities that are offered by the hotel. In the case of
the Good Hotel London, the front office department of the hotel is organised in a manner that
provides customers proper knowledge about the number of rooms’ available, rate and the
quality of services that is provided. It even provides information about the tourist spots that
are available (Goodhotellondon.com, 2019).
Part-4: Organisation of Housekeeping department
Housekeeping is one of the important factors that need to be considered by the hotel
staffs in order to maintain the satisfaction of the customers. The areas of responsibility that
needs to be taken at the hotel includes the area related to cleaning investment, improvement
of the cleaning frequency schedule and improvement in the performance standards.
According to Rahimi and Kozak (2017), these three factors determine the effects by which a
hotel can maintain stability in the environment and ensure that customers remain satisfied
with the service.
Maintaining a cleaning schedule can help in increasing the frequency of the initiative
taken to keep the premises clean. At the same time, a division of the guest rooms need to be
done so that price charges can be maintained for each of the guest rooms. In Good Hotel
London, the hotel the staffing matrix is made based on the leaves taken by the house keeping
staffs as per the tabled scheduled of cleaning.
It has been seen that Good Hotel London provides opportunities for flexible work
shift and consequently adjust the daily schedule of the housekeeping staff so that a standing
schedule can be made and responses be provided as per the requirements of the customers.

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Part 5: Management of inventory and equipment
As pointed out by Kensbock et al. (2016) inventory and equipment usually refers to
the resources that are possessed by an organisation. In the case of a hotel, the inventory and
equipment denotes the materials that are required for maintaining the satisfaction of the
customers. It is necessary for hotels to maintain a large inventory as it provides an
opportunity to meet the demands of every customer and ensure that in the case of peak tourist
season, alternatives are kept for the availability of resources. In the case of Good Hotel
London, the inventory includes the demands of the people such as that of the pillows, bed
sheets, towels, bathing suits and other toiletry inventories (Goodhotellondon.com, 2019).
The classification of the inventories can be done based on the frequent requirement of
the customers with that of the rare requirement of the customers. At the same time,
equipments such as health and safety equipments in the form of kitchen gadgets or
housekeeping gadgets such as use of proper broom need to be kept at the ready so that
accidents do not occur and every housekeeping member can gain full access to the inventory
room to get the equipments required for keeping the hotel clean.
Part 6: Characteristics of housekeeping equipments and supplies
The housekeeping equipments need to be safe so that accidents do not occur while
handling the equipments. The supplies need to be in excess so that alternatives can be
maintained that can help in the development of efficiency at the hotels.
The furniture, fixtures and equipments required for the development of housekeeping
includes the safe and protective equipments that can help in improving the condition of the
hotels so that it can provide satisfaction to the customers. In the case of Good Hotel London,
the use of software is implemented so that the hotel can provide modern facilities to the
people (Goodhotellondon.com, 2019). The cleaning supplies include the cleaning accessories

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such as toiletry, or brooms and other chemicals that are used to kill bacteria and
microorganisms. At the same time any communication regarding possible hazards are made
by the use of walkie-talkie so that excess help can be received.
The supplies to the guest include non-reusable supplies and usable supplies so that the
sustainability of the hotel can be maintained. The uniform of the staff members include the
use of linen and the bed sheets and bath robes used in the Good Hotel London, are made out
of linen material. The guests are also provided with shower curtains in the bathroom
(Goodhotellondon.com, 2019). However, the purchasing and controlling of line needs to be
controlled. The storage facility that can be associated with the linen needs to be part of the
inventory of the hotel (Goodhotellondon.com, 2019).
Part-7: Laundry room management
The laundry room management is necessary in a hotel as it can provide control over
the type of clothes that can be washed and dried. As stated by Masiero, Heo and Pan (2015)
the laundry rooms are usually used by the staff members of a hotel to keep their uniforms
clean. In the case of the Good Hotel London, the laundry room is accessed by the guests as
well.
At the Good Hotel London, the laundry room exists in a wide area that provides
opportunities for at least 10 people to continue with the laundry (Goodhotellondon.com,
2019). The number of washers and dryers available assist the people with a smooth use of the
facility. It has been seen that the Good Hotel London consists about 15 washers and 16 dyers
that are enough for conducting multiple cleaning of the clothes of both the staff and the
guests (Goodhotellondon.com, 2019). Other laundry equipments include dustbin, cleaning
chemicals, coin change facilities and about 25 trolleys that are used for carrying the clothes.
The laundry operations are undertaken by the housekeeping staffs.

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Part-8: The cleaning functions
The cleaning facilities at a hotel need to consist of equipments that can be used for
maintaining the rooms, back yard of the hotel, front office desk as well as the bathroom. It is
imperative that different cleaning equipments are used for each of these places so that
disinfectant can be reduced. As pointed out by Rahimi and Kozak (2017) the function of the
cleaning people is to ensure that every corner of a hotel is clean and disinfected so that
customers and the staffs can reside in the hotel safely and healthily.
In the Good Hotel London, the guest room cleaning consist of cleaning the beds,
floors and toilets of every room used or unused by the guests (Goodhotellondon.com, 2019).
This is done to prevent any dust or cobwebs to settle in the rooms and ensure that the room
and its facilities do not remain dirty. This can provide the guests with satisfaction in terms of
services. At the same time, the public areas and the back of the house cleaning includes the
front lawn, back lawn, office and attached bars or restaurants. In the case of Good Hotel
London, these facilities need to be cleaned using modern equipments like grass mowers or
clippers so that excess leaves or hedges do not grow (Goodhotellondon.com, 2019).
The public areas like the bars or restaurants or playing areas need to be cleaned by
water and broom so that wastes can be disposed off easily for people to have a good time.
The cleaning of the restroom needs to be done using chemicals so that bacteria can be killed.
As stated by Zemke et al. (2015) maintaining a clean restroom can help in reducing various
diseases that may arise due to the bacteria or fungi that exists in the restrooms. On the other
hand, the surface cleaning includes washing the windows and doors on a regular basis so that
the exterior of the hotel looks clean (Goodhotellondon.com, 2019).

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Part 9: Safety, security and infectious diseases
According to Lee (2018), safety while touring is important so that customer retaining
in the hospitality industry can be maintained. In the case of the Good Hotel London, safety
needs to be maintained by the housekeeping department by ensuring that safety programs are
maintained. For example, it is seen that in the Good Hotel London, the fire prevention and
lodging operation is maintained by the construction of fire exit windows. At the same time,
the Good Hotel London possesses health care facilities nearby that can help the guests in case
of bedbug infections or Legionnaires’ disease.
However, the hotel takes precautions regarding preventing such diseases by
maintaining clean beds on a regular basis (Goodhotellondon.com, 2019). Along with this the
Good Hotel London also has stern security that prevents any outside from entering the
premises of the hotel. The security is maintained by armed security personnel as well as
continuous monitoring from CCTV cameras.
Part-10: Environmental management and sustainability
Good Hotel London also takes into account the environment protection of the city and
the associated neighbourhood of the facility. It has taken up initiatives to plant more trees in
the vicinity of the hotel to provide customers with a feel of the garden while residing at the
hotel. At the same time, the hotel also posses green lodging facility in which, esteemed guests
can reside in rooftop rooms that are equipped with small bonsai trees that can provide the
customers with a feel of the natural environment (Goodhotellondon.com, 2019). The
certification is done as per the ISO 140001 standards.

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Bibliography
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