Management of Rooms Division

Management of rooms
division
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Table of Contents
Week 4........................................................................................................................................3
week 5..........................................................................................................................................3
week 6..........................................................................................................................................4
week 7..........................................................................................................................................5
week 8..........................................................................................................................................5
Week 9.........................................................................................................................................5
Week 10.......................................................................................................................................6
REFERENCES................................................................................................................................8
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Week 4
in this week my topic was operations of front office of hotel. I also learned about various security
and safety strategies. I got to know that functions of front office are to receive and welcome
guest, assign rooms, register guest details and many other things. there is theory of guest cycle
which is followed in it. there are 4 stages in it by which customer experience is measured. thus, I
learned that how cycle helps in measuring customer experience. in this week I studied about
procedure of various functions (Arnold and Sableski, 2020). I gained knowledge about room
allocation procedure, payment process, etc. Thus, from arrival to departure of customer
systematically all info is entered along with details of guest. this is useful in evaluating their
experience. moreover, I studied about benefit of use of technology in room division. the
technology used in it is artificial intelligence, internet of things etc thus, I realised that
technology has made it easy in maintaining security and safety of rooms. furthermore, staff
training is given on how to use it and they are motivated through it. therefore, I think that
motivation theory of Maslow is applied here. it consists of framework in which human needs are
categorised into 5. they are psychological, safety, esteem, self acutalisation and love needs. thus,
by fulfilling all these needs in structure way employees can be encouraged. it is a basic theory
which is applied to motivate them. I learned that in all these the needs differ in it. but for all
individual they are same. therefore, it is most essential theory used in motivation. moreover,
Herzberg to factor theory is also applied in it. in that there are two factor of motivation that are
hygiene and motivating.
week 5
here, in this week I learned about ways in which hotel can create and manage guest experience
with help of communication. thus, I gained knowledge of online presence and rating on basis of
which customer experience is managed. on basis if it, improvement is made in communication
process. i made a structure of front office department in which there are many levels. all people
are having various role and responsibility (Mughal, 2020). I learned that under chief concierge
there are 3 persons like concierge, porter and doorman. this department operate with switchboard
unit. I found that responsibility of this department is to perform various tasks such as reservation,
booking of hotel and transport etc. basically, they are those services which is related to customer
experience. so, it requires an effective communication with guest in order to satisfy them.
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