Facility Management in the Hotel Industry: An Integrated Approach

The assignment content discusses the importance of leadership skills in facility management, highlighting the need for coordinators and motivators to drive employee performance. It also touches on the integrated process of facility management, which supports the effectiveness of a company's primary activities. The document concludes that facility management can be established in different organizations and sectors, with varying scopes and influences.

Running head: MANAGEMENT OF ROOM DIVISION
Management of Room Division
Name of the Student
Name of the University
Author Note

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Table of Content
Introduction to Front Office.............................................................................................................2
Executive Housekeeping.................................................................................................................5
Effective Inter-departmental Communication.................................................................................8
Preparation and Review of Night Audit........................................................................................11
Safety and Security........................................................................................................................15
Labour Cost and Staffing...............................................................................................................17
Facilities Management...................................................................................................................19
References and Bibliography.........................................................................................................21

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Introduction to Front Office
Topic Sentence- Grabbing the idea about the front office management and presenting the
learning in relation to outcome
The week 2-topic Front office has been a tremendous experience as I have the
opportunity to learn several aspects of managing the front office dealing with the issues. The
Front Office management is certainly a significant issue to be focused on. In the weekly learning
period, I had to focus on certain aspects related to front office activities. Firstly, I focused on the
significant of front office in tourism and hospitality business. Hence, I have learnt how
effectiveness and disciplines should be maintained in front office management in hospitality and
tourism industry. The learning notes helped me to construct front office organizational chart line
within a hotel sector. I have learnt about the activities in each guest cycle stage of a hotel. The
weekly notes contribute to my understanding about the interface between a hotel and its guest.
However, I did not have much understanding regarding the divisions and type of activities.
Nonetheless, while accessing this information, I learnt how front office management satisfies the
customers.
However, I faced a challenge that communication and accounting in front office
management was the most significant challenge I faced during the learning period. The
communication is certainly required in the front desk operation as one the staff has to
communicate with the visitors and provide them with the relevant information. Moreover, the
accounting procedures also involve the settlement of the customers. The front office staffs
have to manage the advanced booking of hotel rooms and settle bills at the time of check out.
More specifically, investigation on the weekly given topic on front office management helps

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to learn how the front office staffs have communicate with the guests and process the guest
the reservation as well as handle the guest reception.
Idea Development
The front office staffs also have to respond to all quarries that guest might have in their
mind. Therefore, the learning about the front office management is certainly a significant
aspect to comprehend. Nonetheless, I did not grab the proper managerial skills that are
required in the front office management. Apart from this particular fact, I have understood
that guest satisfaction also depends on how front office staffs are treating the visitors at the
front door. For example, if the front office staffs are not available when the customers look
for something, they might have to wait, which certainly create a negative image about the
service in the mind of the customers (Mok, Sparks & Kadampully 2013). The weekly
learning notes also help to learn the type of roles and responsibilities of the front office
personnel such as front office manager, bellboy, cashier, door attendant, night auditor,
receptionist, concierge, reservation agents and the telephone operator.
In addition to this, I have studied that front office manager plays a significant role in
managing the front desk operation. The front office manager directs and coordinates the
activities of the front office department. The manager performs the function of a link
between the management and the front office employees (Chen, Cheung & Law 2012). The
manager takes the responsibility for hiring, training, supervisor and all disciplinary,
reservation to maintain the desired standard of service. During the learning period, I have
learnt about how internal management is necessary to satisfy or meet the needs of guests.
This means, the organization in the hotel industry also needs to think of satisfaction of each

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level of employees such as bellboy, night guard, cashier and others. If the employees are
satisfied, they perform their jobs perfectly to satisfy their customers. Thus, to learn about the
approach of employee satisfaction, I have studied the theories of employee motivation such
as Herzberg two factor theories, Maslow’ hierarchies of needs and McGregor X and Y
theories. Moreover, I have also studied about the leadership role and their significance to the
work field. The weekly learning also helped to learn about how organizational culture
determines the degree of guest satisfaction. The theories of organizational behaviors suggest
how an effective and supportive culture satisfies the customers and the employees.
Concluding the learning outcome
I have learnt how front desk manager prepares the budget for the front office department
operation and evaluates the job performance of each front office employee. On the other side,
learning period helps me to learn how each person from the management deals with the front
desk operation. For example, based on my experience, I must mention that the bellboy plays
the role of handling guest luggage at the time of arrival. The bellboy also escorts the
customers to their rooms on arrivals and they familiarize the arrivals to their rooms on
arrivals. The bellboy plays the role of locating a guest a in specified area of hotel. Likewise, I
also gained understanding about receiving payment and balancing the guest account, as well
as opening and maintaining the guest folios. The door attendants open the door of the guests
cab on their arrivals and they open the hotels’ entrance door for the guest. Thus, I must
mention that second week of learning has been a great experience as I have enhanced
understanding about the each aspect of front desk operation.

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Executive Housekeeping
Topic Sentence- Deriving the concept of executive housekeeping and comparing the
knowledge with the learning outcome
The study materials and the weekly learning period help me to learn about the significant
role of a housekeeper. I have studied that the position of executive housekeeper remains as a
significant one within any hotel infrastructure development. I have learnt about the process
how the house-keeping department ensures that the quality and cleanliness of every room is
met prior to a hotel guest arrival. While studying the approaches of house-keeping
management, I learnt that some of the duties that position entails include human resource
management for the house-keeping department, hiring, training and providing performance
evaluation. The executive housekeeper takes the responsibility to maintain the inventory of
housekeeping supplies as well as the amenities and maintain them within the allotted budget
(Kryukova & Sokolova, 2014). However, most importantly, a significant aspect that I have
observed is that the executive housekeeper usually should have proper experience in the
house-keeping department because they need to fill in as a housekeeper. Moreover, I studied
that house-keeper staffs take the responsibility of performing the quality inspection
throughout the hotel and deal with complaints about anything related to housekeeping.
Idea Development
In order to understand the house-keeping management some I have studied some
particular aspects such as effective speaking and communication, time management skills,
the critical thinking to identify the issues as well as develop the solutions. I have studied how
general decision-making skills can be developed and the quality control can be managed.

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While studying the approaches, I have also gone through the issues that organizations face in
especially in the field of executive housekeeping department. I have observed an incident in a
hotel called Royal Cottage where the executive house-keeping staff was in efficient to deal
with the complaints. I have observed that one of the customers raised the issue about the
delay in providing the evening meal. However, the executive stuff did not make the customer
convince about the issue of water supply, which caused the delay. Due to the poor
communication skills, the managers could not explain the situation and make him
understand. This incident helps me to understand the significance of appropriate approaches
of executive housekeeping. Therefore, the person who fills this position could be dependable
as well as reliable to their job duties. They need to perform their duties thoroughly while
paying attention to the details. The executive housekeeper needs to make the co-workers feel
like how amazing will it be to work for the organization (Dalci & Kosan, 2012). In some
existing studies, I have studied that house-keeper executives need to supervise all
housekeeping employees, recruit new employees as required and take disciplinary action
when policies are not followed. The executive house keeper needs to evaluate the employees
to upgrade them when the vacancies generate. The executives need to develop the plans to
implement the work for the housekeeping department as well as distribute assignments
accordingly. Thus, the theoretical experience and the practical observation helps to
understand that house-keeper perform a large set of duties and responsibilities. In addition to
this, lecture notes of week 2 helps me to learn that house-keeping department is so relevant to
the entire organizational operation; thereby, I observed marketers treating housekeeping
department as the heart of the hotel.

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During the learning period with respect to house-keeping department, I have also found
the relevance of employee motivation and customer satisfaction. This means in order to
provide the excellent customer experience as well as shape their memories of their stay,
house-keeping executive must supervise their employee needs and supervise their
performance on a frequent basis. During the learning period, I have also gone through the
existing studies about the employee satisfaction and customer satisfaction in relation to hotel
and travel management; hence, these, materials certainly contribute to the improvement of
my understanding about housekeeping department. For example, executives in the house-
keeping department has been observed to be supervising whether each employee is having
the adequate amount of wages and other intangible benefits. The executive department head
also checks whether the employees in this department feel the security of their employment
position. Hence, I have found that this aspect is related to the safety needs of Maslow’s
hierarchy theory.
Concluding the learning outcome
I have understood that the marketing theories related to organizational behavior, culture,
customer and employees satisfaction are often applied to the current marketing approaches
used by the organization in the hotel and travel industry. Moreover, the second week if
learning also helps to learn that the heads of the house prefer their extended responsibility by
ensuring whether the staff provide quick turnaround services on room entry thy they arrived,
keep the hallways free of rooms tray and responds to the frequent request. This observation
and theories help me to understand executive housekeeping department plays the biggest role
to keep the entire operation active.

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Effective Inter-departmental Communication
Topic Sentence- Understanding inter-departmental communication and comparing the
knowledge with the learning outcome
Certainly, an inter-dependent communication is a significant internal business aspect for
business development. I have studied in a communication theory that how the individuals
could build relationship and interact with staff and managers from the other groups largely
affects the cooperation the individual receives when they need it. The weekly learning
materials help to learn that the practice of sharing information is an effective inter-
departmental practice. The learning notes of week 4 helps to learn that inter-departmental
communication often takes place in the front office department. I have studied that some
particular employees in this department such as porter, switchboard operator, GSAs and
concierge are majorly visible to the visitors and they are considered to be the most
knowledgeable. According to my knowledge and the lecture notes, I must mention that in
order to fulfill the needs of the guests, the front office manager needs to proactively gather
information of interest to visitors.
However, to make this strategy work effectively, the managers need to developed
relationship with the employees of each department (Wang, Chen & Chen, 2012). Hence, my
opinion is, every operation cannot be conducted by a systematic approaches because any
unexpected situation might appear where the usual approaches might now work. Thus, the
members of the front office department should know to whom they could direct customers
inquiries for further help. Before going through the studies about the lecture notes I did not
have this intensive understanding about how and why front office management is significant
to the organizational sues in the hotel industry. I have observed many hotel organizations

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developing and designing the front office department; I did not understand the relevance
then. I had a usual idea that customers are usually satisfied when they stay in a luxury rooms
with 24X7-internet connectivity, LCD screen and most importantly, the food options. I did
not have proper understanding about the internal operation of the hotel organization.
Nonetheless, the weekly learning notes and the existing studies help me to understand such
type of extended front office operation and its relevance in guest satisfaction.
Idea Development
Moreover, as I discusses earlier, once I had stayed in Royal Cottage and I observed there
that front office communicates with all departments of the hotel and all these departments
perceive front office as the central communication liaison in providing customer services.
Furthermore, I have studied in the lecture notes that to run this entire process, it is necessary
to set up an effective communication, which could certainly contribute to the delivery of high
quality of services and profits. However, hence, I observed that as the guest satisfaction is the
central aspect of hotel operation, to make the customers pay a second visit, the
communication should be developed in the organization. This means the hotel organization
could provide the employees with appropriate training and development programs. In the
learning notes, I have also observed the role of GM in the inter-department communication.
Hence, the HR department also plays a significant role in the operation considering the focus
of customer satisfaction. However, I have observed that human resource department operates
the functions in hotel following a number of stages. This means the activities of human
resource are divided into several element-such as the general manager plays a significant role
in supervising the entire operation, while the food and beverage managers plays the role of

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supervising the supply of foods and timely delivery of meals to the guests (Birdir et al.,
2013).
Again all these operations can only be done when the inter-department communication is
developed. On the other side, the director of marketing and sales develops programs to attract
the customers. Nonetheless, hence, my opinion is, establishment of a hierarchical
communication, where the communication practice takes place through the involvement of
the heads off each department. In addition to this, the organization could follow a democratic
management style but lower level of employees need not to be involved in decision-making
and problem solving method. The heads of each department can be involved in such practice
and develop a democratic style in the communication, where one individual or executive take
help from other individual of another debarment to facilitate the operation. Hence, the
operational manager should make sure that communication between the front office and the
housekeeping department is necessary to the delivery of hospitality to the visitors.
If a delay in the work process has been there or found, the staff need to inform their
managers or the heads to resolve the issues as immediately as possible but this can be done
when an enhanced communication is developed in the organization. A study conducted by
Chaves, Gomes and Pedron, (2012), where I observed that the author has mentioned that an
enhanced communication can be established in the hotel organization when the organization
has a healthy culture and open management style. Due to the autocratic and hierarchical
management style, any issues that occur in the lower level of management are not detected.
Based on the outcome of this study conducted by Bilgin & Demirer (2012) I have realized
that organizations need to establish a transparent network of communication, where each
department should be linked to another department. For example, visitor request for

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additional or particular amentias as well as room supplies could be initiated at the front office
department. To fulfill or add the amenities to the service, the front office department could
convey the message to the quality department by informing the operational manager as well.
Hence, the housekeeping department also needs to be informed to process the request. Thus,
with my knowledge, I must mention that the organization must follow and maintain that wide
and transparent network of communication.
Concluding the learning outcome
Apart from all these, to maintain the whole operation effectively, the organization could
follow or develop a sales-oriented front office, where the organizations has to think of
developing a successful Sales Oriented Front Office. I observed this model in the weekly
learning activities and I have realized that each aspect involved in this model has a
significant and different purpose. For example, the goal-setting phase contributes to the
increase revenue from, food, beverage, sales, and profits in other departments (Pereira et al.,
2012). Likewise, the significance of another step called brainstorming and identify areas for
promotion is to identify as particularly as possible hotel products and services to be
enhanced.
Preparation and Review of Night Audit
Topic Sentence- Understanding how Night Auditors performs their jobs and presenting my
learning outcome
Review of Night Audit is another significant operation that needs a significant attention. I
did not have any proper idea about what activities the Night Auditor performs as their duties
of work. With the help of the lecture notes and existing studies, I have grabbed the idea that

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Nigh Auditor is responsible for assembling and balancing the daily financial transaction of
the organization. The night auditor also performs the operation of front desk during the night
shift. Hence, I have found the significance that night auditors should be provided with
appropriate training and development session programs to substitute the work of front desk
staff during the night staff. Here, one significant thing that I have found is that in each aspect
of the operation, the customer satisfaction and employee satisfaction remains the significant
business aspects to be considered in the operation.
Idea Development
From the learning notes, I have realized that night audit works as the control
process, where financial activities of guests’ accountants are properly maintained as well as
balance. In the study conducted by Hoque (2013) where I found that that the major duty of
night auditor in the hotel organization is to post the room and apply tax charges as well as
they prepare the statistics. The night auditor plays the role of checking on the visitors in the
house activities. According to Scholz, Voracek and Smrcka (2014), the financial activities in
the hotel organizations are usually done by the Night Auditor. Therefore, I believe that there
should be proper and enhanced communication between the management, human resource
department and night auditors. The management must needs to verify the integrity of visitors’
accounts and review financial earnings. The night auditor needs to check the daily figure
about the room occupancy, yield percentage and the revenue per booking or the available
room.
They should suggest opportunity to enhance a slow sales period. Hence, again the
general managers play another significant role in reviewing the strategies for the respective

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department to meet the profits goal particularly for the accounting period. In addition to this,
the night auditor should play the role in reconciling departmental financial activities.
However, one thing I have observed is that such whole operation may not be easy to conduct
unless there is an appropriate management style. I lack the knowledge in operational
management. I need to enhance my knowledge about how a hotel organization manages such
large variety of operation avoiding the barriers. Moreover, when it comes to the preparation
of financial budget, I need to learn how night auditors prepare the financial budget, which is
usually done by the accounting department. The learning notes and existing contribute to my
experience is that operation of all department are linked to the front office operation. This
means when the activities are conducted, eventually, it is reported to the front office
department. Thus, I think that the hotel organization needs to develop its front desk operation
to maintain the balance throughout the operation. In addition to this, the operations of night
audits are extended to another large set of operation. For example, the regular sales report of
each department-such as food and beverage should be provided to front office. This helps
the front office staff to learn the things that are yet to be done or have already conducted.
On the other side, the head of nigh auditors department such as the night manager also
plays the role or ensuing the payment is listed correctly and settled them to appropriate
actions. Nonetheless, there are certain elements of night audit report that need to be managed
by the personnel involved in the Night Audit department. For example, the night auditor
needs to monitor the credit activity of guest through the credit report. This helps the manager
to determine and calculate if more authorization on a visitors credit card is required.
Eventually, this report should be handed over to Duty Manager in the day shift to cross

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check. Likewise, there are other components such as room and tax, food and beverage need
to be supervised by the night auditors.
However, here I have realized that roles and duties of night auditing department is more
extensive than other department or than the front desk. Therefore, I believe that manager and
other leaders of night audit should be more careful while ensuring each operation is
conducted. I believe that it is the responsibility of the leader to communicate with each staff
during the operation. The manager supervises the operation as a whole to avoid any delay in
the operation. Even the manager should check the room service during the night shift
whether the requirements like the orders recorded and delivered to the guest on time.
Nonetheless, in order to perform all these activities, the manager must possess some
particular skills such as decision-making, problem-solving, communication and other
managerial skills to run the operation. In the learning note of week five, I have observed that
the component of night audit may also include banquet sales, where the personnel involved
in the night audit department have report the sales separately from restaurants with the large
banquet operation. The night auditor crosses check these guests against the daily function
sheet to make sure rentals were correctly charged to customers.
Concluding the learning outcome
Apart from the mandatory tasks, the employees of night auditor have to perform some
additional responsibilities such as rooms checks, rooms services meal. The staff might have
to ensure safety and security during the operation at night. This duty is very necessary for
brand image and customer satisfaction. Poor safety and security could lead to fire, water tank
blast, which could permanently shut down the operation of hotel organization. I could

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remember one significant incident that happened in a hotel organization in UAE, where
several parts of the hotel burnt due to ignorance of security stuff. Therefore, the employees
who are working in the night shift have to ensure that power and water safety is there for
24X7. Safety and security is another significant aspect of hotel operation, which I will reflect
on the next section of the report.
Safety and Security
Topic Sentence- Understanding how safety and security is managed and comparing my
knowledge with the learning outcome
During the learning period, I have observed that safety and security measures are
developed to protect people and valuable property from the possible damage, loss by
circumstance or by the accident. Similarly, on the other side, the security measures are
developed to protect people and property by the possible injuries or the deliberate loss. A
study conducted by Kong, Cheung and Song (2012), where I observed that hospitality
includes providing a safe environment for the guests. Even though, every organization
maintains and develops the measures, it is predicted by default; however, it is never
appreciated until an incident takes place. The measures are considered to be in place;
however, the organizations need to provide immediate actions when needed. However, it is
wise for the organizational head such as senior managers, housekeeping executives and other
heads to ensure all measures are in place to provide safety to the guests and people involved
in the operation.
Idea Development

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I observed that existing studies have focused on some particular challenges that hotel
organizations might have to face during the maintenance of safety and security. I have
observed that many hotel organizations tend to shy away about their safety and security
measures. One significant t reason that I have found is that the hotel organizations might not
want to compromise their security by revealing what types of measures they have developed
inside premise. However, in my knowledge I must say that hotel organizations should learn
to consider of security as a positive instead of expecting a possible damage.
The study conducted by Xie, Zhang and Zhang (2014), where I observed that the author
has mentioned that it is necessary to identify what safety and security issues that take place
on a frequent basis. Hence, the safety and security heads of the organization need to find out
the possible causes of damage and accidents –such as how the incident has taken place and
how the issue resolved or how it could be avoided. I have noted that safety and security
measures should be implemented in each department. For example, in room division, the
manager or the leader needs to make each person assigned with certain responsibilities and
duties are performing effectively. Thus, when a guest calls for assistance due to occurrence
of fire, illness, theft or any other occurrence, they receive the immediate response. However,
I have usually observed that persons involved in the front desk operation usually respond to
the calls of guests. According to Ryglová, Vajčnerova and Sácha (2012) the employees
working at front desk are not supposed to leave and resolve the emergency as they should
provide communication services as well as process the transactions. Hence, the security
department should immediately react with efficiencies. Nonetheless, FitzPatrick et al., (2013)
mentioned that when it comes to safety and security, the hotel organizations need to flow and

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implement the policies, and organize the programs. The organization also needs to provide
the training to deal with such risky situation.
Concluding the learning outcome
The existing studies and other safety and security policies indicate that the organizations
must ensure the safety and security of the employees of all employees working in the
originations. This means all stakeholders involved in the operation should be treated with
proper observation. Thus, I must suggest that it is necessary to train all hotel employees t
respond the emergency or risky situation. For example, the Director of Security should be
trained professionals who should ensure that busy hotel filled with the visitors, employees,
equipments and remains safe. I have observed a study conducted by Khan (2012), where the
author have mentioned that planning for safety could take time as well as the financial
invest; thereby, it could be a budget item. The learning notes of week 7 and 8 helps me to
know that the hotel organization should develop some particular systems to maintain a risk-
free working environment such as guest and employee safety, fire and safety, room key
security, emergency communication plan and emergency and evaluation plan.
Labour Cost and Staffing
Topic Sentence- Understanding how labor cost and staffing is managed in hotel organization
and presenting my learning experience
Idea Development
Labor cost and control is another significant operation that organizations need to think of,
when the organization need to control the cost of operation. I have observed that there are

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certain elements in labor cost and staffing need to be managed. I have studied the lecture
notes of week 8 where I found that budget, turnover and profits are the significant elements
to be considered. As put forward by Mok, Sparks and Kadampully (2013) budget is a
particular statement of the anticipated revenue and expenditure of a particular business.
Likewise, I have observed that turnover is the income, which an organization gained from the
sales, whereas the profit is considered as the money, which a company receives from selling
goods and services. However, it is also observed that process of treating these three elements
could be different; it is entirely based on the size of organizations. Sometime, it is observed
that organizations make large investment on internal development such as staff development,
infrastructure development and others; as the consequence, the profits might not remain same
for the organization.
Concluding the learning outcome
From the weekly learning, I have also observed that there is another aspect called gross
operating profit, which is considered as the profit remaining from the sales after the cost of
sales, payrolls and other operating cost are deducted. On the other side, the study conducted
by Chen, Cheung and Law (2012) where I found that profit remaining after all costs have
been deducted before the tax. I must mention that performance indicator is another aspect to
he considered in the review of terms. I have understood that performance indicators is a
calculation which certainly helps to measure and evaluate how good or bad the performance
of the organization is. Hence, these performance indicators are called “Ratios”, which is
usually expressed in %. Moreover, when the organizations need to operate expense budget,
the forecasts should be anticipated on a regular operating cost associated and forecasted to
revenue.

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Facilities Management
Topic Sentence- Understanding the role of facility manager and presenting my learning
experience
The facility management remains as the significant aspect in hotel operation but it is one
of those broad responsibilities that facility managers of hotel organization need to consider.
According to Wang, Chen and Chen (2012) ,a facility manager must possesses some
particular skills such as analytical skills, communication, leadership skills and others. I have
understood that analytical skill developed significant for facility managers as they are
responsible for analyzing the information as well as making the determination on the basis of
the thins such as budget concerns. The facility manager has to take the responsibility of
interacting with the employees and working with the members to make sure that all types of
jobs are performed with the expedience as well as the excellence. The leadership skills are
other necessary skills that organizations must possess. Hence, the facility managers take the
responsibility for coordinating as well s motivating employees with the disciplinary subjects
they could appear. However, I must suggest that giving appropriate attention to details is
significant for facility managers because the quality control remains as the integral aspect of
the position.
Concluding the learning outcome
I have understood that facility management is usually an integrated process to support and
enhance the effectiveness of the primary activities of a company. I have also realized that
facility management can be established in different organizations as well as the sector. In
spite of that, there could be several differences in the scope and influence of facility

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management within several sectors. In addition, the elements of same facility management
could be differently perceived among different industries.

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