Facility Management in the Hotel Industry: An Integrated Approach
Added on 2019-11-26
24 Pages6502 Words181 Views
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Running head: MANAGEMENT OF ROOM DIVISIONManagement of Room DivisionName of the Student Name of the University Author Note
1MANAGEMENT OF ROOM DIVISIONTable of Content Introduction to Front Office.............................................................................................................2Executive Housekeeping.................................................................................................................5Effective Inter-departmental Communication.................................................................................8Preparation and Review of Night Audit........................................................................................11Safety and Security........................................................................................................................15Labour Cost and Staffing...............................................................................................................17Facilities Management...................................................................................................................19References and Bibliography.........................................................................................................21
2MANAGEMENT OF ROOM DIVISIONIntroduction to Front OfficeTopic Sentence- Grabbing the idea about the front office management and presenting thelearning in relation to outcomeThe week 2-topic Front office has been a tremendous experience as I have theopportunity to learn several aspects of managing the front office dealing with the issues. TheFront Office management is certainly a significant issue to be focused on. In the weekly learningperiod, I had to focus on certain aspects related to front office activities. Firstly, I focused on thesignificant of front office in tourism and hospitality business. Hence, I have learnt howeffectiveness and disciplines should be maintained in front office management in hospitality andtourism industry. The learning notes helped me to construct front office organizational chart linewithin a hotel sector. I have learnt about the activities in each guest cycle stage of a hotel. Theweekly 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 thecustomers. However, I faced a challenge that communication and accounting in front officemanagement was the most significant challenge I faced during the learning period. Thecommunication is certainly required in the front desk operation as one the staff has tocommunicate with the visitors and provide them with the relevant information. Moreover, theaccounting procedures also involve the settlement of the customers. The front office staffshave 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
3MANAGEMENT OF ROOM DIVISIONto learn how the front office staffs have communicate with the guests and process the guestthe 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 theirmind. Therefore, the learning about the front office management is certainly a significantaspect to comprehend. Nonetheless, I did not grab the proper managerial skills that arerequired in the front office management. Apart from this particular fact, I have understoodthat guest satisfaction also depends on how front office staffs are treating the visitors at thefront door. For example, if the front office staffs are not available when the customers lookfor something, they might have to wait, which certainly create a negative image about theservice in the mind of the customers (Mok, Sparks & Kadampully 2013). The weeklylearning notes also help to learn the type of roles and responsibilities of the front officepersonnel 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 inmanaging the front desk operation. The front office manager directs and coordinates theactivities of the front office department. The manager performs the function of a linkbetween the management and the front office employees (Chen, Cheung & Law 2012). Themanager takes the responsibility for hiring, training, supervisor and all disciplinary,reservation to maintain the desired standard of service. During the learning period, I havelearnt 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
4MANAGEMENT OF ROOM DIVISIONlevel of employees such as bellboy, night guard, cashier and others. If the employees aresatisfied, they perform their jobs perfectly to satisfy their customers. Thus, to learn about theapproach of employee satisfaction, I have studied the theories of employee motivation suchas Herzberg two factor theories, Maslow’ hierarchies of needs and McGregor X and Ytheories. Moreover, I have also studied about the leadership role and their significance to thework field. The weekly learning also helped to learn about how organizational culturedetermines the degree of guest satisfaction. The theories of organizational behaviors suggesthow 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 departmentoperation 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 frontdesk operation. For example, based on my experience, I must mention that the bellboy playsthe role of handling guest luggage at the time of arrival. The bellboy also escorts thecustomers to their rooms on arrivals and they familiarize the arrivals to their rooms onarrivals. The bellboy plays the role of locating a guest a in specified area of hotel. Likewise, Ialso gained understanding about receiving payment and balancing the guest account, as wellas opening and maintaining the guest folios. The door attendants open the door of the guestscab on their arrivals and they open the hotels’ entrance door for the guest. Thus, I mustmention that second week of learning has been a great experience as I have enhancedunderstanding about the each aspect of front desk operation.
5MANAGEMENT OF ROOM DIVISIONExecutive HousekeepingTopic Sentence-Deriving the concept of executive housekeeping and comparing theknowledge with the learning outcomeThe study materials and the weekly learning period help me to learn about the significantrole of a housekeeper. I have studied that the position of executive housekeeper remains as asignificant one within any hotel infrastructure development. I have learnt about the processhow the house-keeping department ensures that the quality and cleanliness of every room ismet prior to a hotel guest arrival. While studying the approaches of house-keepingmanagement, I learnt that some of the duties that position entails include human resourcemanagement for the house-keeping department, hiring, training and providing performanceevaluation. The executive housekeeper takes the responsibility to maintain the inventory ofhousekeeping supplies as well as the amenities and maintain them within the allotted budget(Kryukova & Sokolova, 2014). However, most importantly, a significant aspect that I haveobserved is that the executive housekeeper usually should have proper experience in thehouse-keeping department because they need to fill in as a housekeeper. Moreover, I studiedthat house-keeper staffs take the responsibility of performing the quality inspectionthroughout the hotel and deal with complaints about anything related to housekeeping. Idea DevelopmentIn order to understand the house-keeping management some I have studied someparticular 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 howgeneral decision-making skills can be developed and the quality control can be managed.
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