logo

Hotel Operations and Service Delivery

   

Added on  2020-03-07

7 Pages1378 Words131 Views
 | 
 | 
 | 
Running head: REFLECTIVE ESSAY ON REAL LIFE SERVICE ORGANIZATIONReflective Essay on Real Life Service OrganizationName of the student:Name of the University:Author’s Note:
Hotel Operations and Service Delivery_1

2REFLECTIVE ESSAY ON REAL LIFE SERVICE ORGANIZATIONThere are various service organizations which fulfill our daily needs in everyday life. Onesuch type of industry can be referred to as the hotel industry. This type of industry tries insatisfying the needs of the customers. From the past three years, I am working with the Marriotthotel and it had given me ample of opportunities to gather knowledge about the various kinds ofservices which are being provided by the hotel. I used to work as a chef in the hotel. I have gone through various kinds of experiences from the day I joined the hotel and tillthe day I have worked with them. I have come across the various kinds of departments in thehotel and it also gave me knowledge about the various kinds of departments in the hotel. Thereare two sub divisions which are associated in the operation of the hotel. They are classified intobackend and frontend operations. This is explained in the following diagram given below:The Flowchart of the frontend operation of the hotelFront DeskManagerReservationCounterReception CounterPorter ServiceConcierge service
Hotel Operations and Service Delivery_2

3REFLECTIVE ESSAY ON REAL LIFE SERVICE ORGANIZATIONFlowchart of the Frontend Operation of a hotelThe first stage which is associated with the hotel is the face of the hotel. The face of thehotel is considered as the first point of contact for a visitor of that particular hotel and it isregarded as the foremost service which is provided to the guest. The operation in this phasecomprises of the reception counter, reservation counter, desk manger, porter service andconcierge service. It was very vital for me as a chef to keep myself up-to date with the latestinformation of the various departments in the hotel. It is my responsibility to check with the frontdesk manager about the guest who has checked in the hotel so as to get a proper idea of theirchoice of food and beverages (Baker, Bradley & Huyton, 2011).The front end operation of a hotel plays a very vital role in the successful running of thehotel. The same is the case with Marriot hotel. When any guest walk into the hotel, the front deskmanger welcomes and tries to solve his/her queries. After the guest is comfortable with the rulesand regulations and with the price of the room, he/she has to approach the reservation counter tobook a room in the hotel. It is very vital for the hotel to run the reservation counter properlybecause the customers will check the availability of the rooms and book them according to theavailability. This also keeps the guest or the visitor informed and it is also vital for me to get aproper idea of the different guests who have checked into the hotel. After booking a room in thereservation counter, the guest has to visit the reception counter and the receptionist helps him/herFunctional hallKaraoke BarRestaurantPokies Bar
Hotel Operations and Service Delivery_3

End of preview

Want to access all the pages? Upload your documents or become a member.

Related Documents
Room Division Operations Management INTRODUCTION 1 Task 11: Accommodation and Front Office Services
|9
|2860
|290

Managing Accommodation Services
|14
|3895
|78

Managing Accommodation Services
|13
|3617
|89

Unit 7 - Managing Accommodation Services
|10
|3004
|66

Improving Customer Satisfaction in Hotels
|7
|1524
|63

Hospitality Operations in Novotel London
|17
|1268
|2