MRD403 Management of Rooms Division
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Torrens University Australia
Management of Rooms Division (MRD403)
Added on 2020-02-24
MRD403 Management of Rooms Division
Torrens University Australia
Management of Rooms Division (MRD403)
Added on 2020-02-24
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Running head: MANAGEMENT OF ROOMS DIVISIONManagement of rooms division- A reflective reportName of the student:Name of the university:Author note:
1MANAGEMENT OF ROOMS DIVISIONTable of ContentsIntroduction to front office..............................................................................................................2Executive housekeeping..................................................................................................................5Effective inter-departmental Communication.................................................................................8Preparation and review of night audit............................................................................................11Safety and security.........................................................................................................................15Labor Cost and staffing.................................................................................................................18Facilities Management...................................................................................................................20References and bibliography.........................................................................................................22
2MANAGEMENT OF ROOMS DIVISIONIntroduction to front officeTopic sentence: Learning about the significance of front office in terms of achievingcustomer satisfactionIdea developmentAs per the architectural set up, front offices acquire the first position upon entering thethreshold of the inns, resorts and hotels. As a matter of specification, front office is the firstplace, where the tourists or guest approach for confirming their bookings. Here, I think thebehavior of the receptionist is crucial in terms of luring the guests towards the brand. Courteousapproach from the receptionist is what the tourists expect. I would draw the attention of thereaders towards the ambience of the front office. Colorful tapestry, flowers, neatness of thetables is the symbols, which makes the impression of the guests about the hotels, inns andresorts, a positive one. Delving deep into the concept of front office, I can relate it to a place, where the entirebusiness of the hotels, resorts and inns are monitored and managed. A register is maintained,where the guests are required to sign. This completes their booking, after which they areprovided with the keys of the room, where their lodging has been arranged. I am elated with thefact that the telephone connection of the front office is connected with the intercoms of each andevery room. Utilization of this facility helps the tourists to inform the hotel staffs about theirneeds, demands, and requirements along with the problems, which they are facing during theirstay in the hotels.
3MANAGEMENT OF ROOMS DIVISIONIn terms of the business purpose, I can term the front office as the centre of the hotel, innsand resorts. The business initiates from the front office, once the guests enter. I think appearanceof the receptionist is one of the other factors, which justifies the stay of the guests. Emergingsuccessful in luring the customers in the first instance, makes the connotation of “face” apt interms of the front office acting as a protective cover watch for securing the reputation of thehotel. I feel that the means of survey and feedback adopted by the front office managers is awise step in terms of collecting data on the interest areas of the guests. Data collection in thisregards help the personnel to provide services to the guests as per their requirements. Counteringthis, sending the draft of the collected data to the higher authorities maintains the stability in therelationship between the front office manager and the other personnel. Knowledge of the front office manager towards the dynamics of the hotels, inns andresort operations is very crucial in terms of providing them with a quality customer service. Forthis, I think recruitment of the front office manager is an important step in terms of achieving theidentified and the specified requirements. In case, the guests complain of any issues and theproblems, the front office manager needs to expose spontaneous attitude in terms of passing thisinformation to the other departments. I feel this spontaneity is essential in terms of achievingeffective solutions towards the problems encountered by the guests. One of the other issues, which I can point here, is the communication, which makes allthe departments or rooms into one closely knit family. Herein lays the appropriateness of theinterrelationship between the front office and the other departments of the hotel, inns and resorts.This relationship can be explained in the form of the following diagram:
4MANAGEMENT OF ROOMS DIVISIONFigure 1: Front Office as the clearinghouse of the communication activitiesThe departmental units of the hotels, inns and resorts consider the Front Office as thelifeline for providing quality customer service. Viewing it from the other perspective, I thinklevying correct information to the clients at the right time helps the personnel to exposecollaborative output. This collaboration results in the escalation of the sales revenue, addingmaximum value to the profit margin. Presence of CCTV cameras in the Front Office helps thereceptionist to monitor the performance of the staffs towards the fulfillment of the needs,demands and requirements of the customers. Here, I can relate the aspect of management in thecorrelation. Countering this, I can say that the parameter of human resource management is mainFront OfficeFront OfficeBanquetsBanquetsMaintenanceMaintenancecontrollercontrollerSecuritySecurityHRMHRMHousekeepingHousekeepingFood and beverageFood and beverageMarketing and managementMarketing and management
5MANAGEMENT OF ROOMS DIVISIONaspect, which helps the staffs of hotels, resorts and inns to build efficient and effective teams forcarrying out the business activities in an efficient and effective manner. ConclusionThis portion emerges successful in providing an insight into the contribution of frontoffice in monitoring the business activities. The pictorial representation acts as a summarizationfor the aspects, which I have highlighted in terms of dynamic operations of the front offices inhotels, inns and resorts. Executive housekeepingTopic statement: Proving the house keeping department as the heart of the hotelIdea developmentHotels, inns and resorts are something, which is far away from the house. Counteringthis, I can say that the ambience created in the hotels is solely for giving the home like feeling tothe guests. Herein, the consideration of the rooms is the core product is justified. In most of thehotels, inns and resorts, I have seen that the staffs keep special offers, schemes and discounts forthe guests. However, in terms of the “homely effect”, the staffs need to abide by their promises.This is in terms of safeguarding the personal sentiments of customers. Cleanliness of the rooms is one of the essential factors for luring the guests. This alignswith the expectations of the customers regarding the type of the rooms, which they want. One ofan interesting factor, which I can point here is that the indirect service provided by thehousekeeping department to the guests. Their role is a vital factor for making the memories ofthe guests memorable. The agents for cherishing the memories are exposing spontaneity towardsthe needs, demands and requirements of the customers. Here, I can cite the example of changing
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