Hospitality Industry Challenges and Solutions

This assignment delves into various challenges and solutions facing the modern hospitality industry. It examines topics like environmental sustainability, labor shortages, guest safety, and employee cross-training using case studies from reputable sources. Students are expected to analyze these cases, understand the complexities of the industry, and propose potential solutions for overcoming identified issues.

Reflective portfolio

Table of Contents
Week 2: Introduction to Front office...............................................................................................1
Topic Sentence.......................................................................................................................1
Ideal development..................................................................................................................2
Week 3: Executive housekeeping...................................................................................................3
Topic sentence .......................................................................................................................3
My own learning related to the issues which I identified in hotel is as follows.....................4
Week 4: Effective interdepartmental communication.....................................................................5
Topic sentence .......................................................................................................................5
Idea development....................................................................................................................5
Week 5: Preparation and review of night audit ..............................................................................6
Topic sentence:.......................................................................................................................6
Idea development....................................................................................................................7
Week 8: Safety and Security............................................................................................................7
Topic sentence........................................................................................................................7
Idea development....................................................................................................................8
Week 9:Labour cost and cost control – Implications to Hotels.......................................................9
Topic sentence........................................................................................................................9
Idea development....................................................................................................................9
Week 10: Facilitates management.................................................................................................10
Topic sentence......................................................................................................................10
Idea development..................................................................................................................10

Week 2: Introduction to Front office
Front office is known as the all-inclusive reception service and management department.
Further it is one of the major department in a hotel which carry more than one section that
includes following service area assistant manager, reception, concierge. There role is to provide
various services such as guest room allocation, telephone, baggage, booking rooms, arrangement
of transport, inquiries etc. Further front office department is situated at the front of the part of the
hotel and it is also knowns as the “ show case window of a hotel then reflect the image of a hotel.
It is divided into more then one section and it fulfils the expectations of customers. It handles
special request of the customer with respect to increasing their satisfaction level. There are many
issues which are faced by hotel due to which they unable to provide quality services to their
customers
Topic Sentence
First issues which I identified related to hotel services delivering is related to the
employee satisfaction and lack of skills among them due to which they are unable to deliver
quality services to customers. At the pre-arrival stage, the hotel needs to create a reservation
booking for its potential guest cycle. But due to lack of technical skills employee are unable to
make a reservation of room on time. I learned that lack of technical skills among employees lead
to dissatisfying customers because they do not get their reserved room on time. Further, they are
not aware of new technology which is implemented within an organization. I learned that it is at
the time of departure employees should encourage guest to consider returning to the hotel at any
future date. Lack of proper communication due to which message is conveyed inaccurately by
employees which lead to break guest experience with the hotel. Further, all this responsibility are
not taken by front office department due to which certain issues arise. There are various roles
and responsibilities of front office department not fulfill on time (Kuo, Huang & Boger, 2016).
Customers complaints procedure is not handled by customer executive department due to which
customer problem not solved on time. The issues which are determined need to be resolved on
time so that productivity and profitability of firm should not get hampered. I learned a lot of new
things from the outcome which I mentioned above. Further, I learned that it is important to
provide training and development facility to employees related to new technology which is
implemented within the hotel. I find out that reception is a department that is the essential area
within the hotel. Here one of the major segments within the reception which includes Night
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auditors, mailing department, cashier etc (Chun Wang, Chun Wang & Tai, 2016). so it important
for the employees who are working in a front office to fulfill their roles and responsibility on
time. For this purpose then need to maintain the satisfaction level of the customers. Further, they
need to fulfill the expectation of customers and make them feel satisfied. I also learned that
internal customer satisfaction is important for external customer satisfaction.
I learned the way technology is impacting the sales of the hotel. The technology and the digital
landscape is transforming the hotel sales process of the past and the bulk of the transactional
activities which are going online. Due to less skilled employees in the market, it becomes
difficult for the hotel to use new technology in an effective manner. The further hotel is not
taking advantage of mobile booking which is gaining popularity because most of the people
prefer to book the room through mobile. There are most of the leisure travellers and business
travellers who book overnight accommodation in hotels with the use of mobile phones. Further, I
learned so many responsibilities of front office supervisor. It needs to lead and direct the team to
make sure all its function operates smoothly (Lu, Capezio, Restubog & Wang, 2016). I learned
that to make sure that all duties get to be completed on time and in an accurate manner, the
supervisor needs to work hard for monitor all its team member function. Further, it needs to
solve the issue of customers so that they not get dissatisfied with their work. I learned it is
important to keep all the information of customer confidentially so that customer does not feel
insecure at the time of sharing personal information.
Ideal development
My own learning relate to the issues which I analysed in hotel are as follows
My own learning is that it is important for the management of the hotel to motivate its
employees because it is one of the important concepts. By doing this, firm not promotes the best
interest of the employee but also the same for an organization. Further, there are a different way
which firm can use for motivating its employees (Andaleeb, 2016). It can provide them monetary
and non monetary benefits. In monetary benefits, it covers rewards for performing effective
work. If a firm provides reward to employees for their work then it motivates other employees to
work hard. I also learned that it is important to develop skill related to new technology so that
front office department can easily manage all records of customers regarding their registration
and booking so that at the time of check out no issue faced by hotel management and customers.
Further, I learned that clear communication is very important between employees so that no
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mismanagement take place and customer not get dissatisfied. Further Hotel can use motivational
theory so that employee get motivated and work hard for an organization. Further, through
motivating employee company can easily improve its quality services and enhance the
satisfaction level of customers. Further, all work need to be managed on time so that any
customers do not need to wait for a neat and clean room. My own learning is that effective
communication is one of the best ways through which employees can easily direct toward their
work. Further, supervisor must have skills so, that it can easily communicate its message to
employees in an effective manner. Good communication skill assists in reducing the barriers
which take place due to language and cultural difference.
Week 3: Executive housekeeping
Topic sentence
I acknowledged that housekeeping department is knowns as the heart of the hotel. It is so
because cleanliness of rooms and public areas is one of the general expectation for guest
comfort. Here, I found that housekeeping department cannot interact directly with guest who
visit in hotel. The plays significant role in providing the excellent experience to guest and
making their good memories of their stay. Their quality services make sure that success of hotel
operations. I learned that there are lots of issues which are relate to the housekeeping is related to
improper communication.
There are different department in housekeeping in a large hotel with in house laundry.
Further I understand head of HR department control all sub department and supervise staff so
that they can work properly. I learned that there are different responsibility of executive
housekeeper such as oversee the employees and maintain relationship with all employees in their
department. It is one of the important department within an hotel establishment because it make
sure that the quality and cleanliness of very room is met or not (Petkova, 2016). Along with this
they are also responsible for all the laundry operation within the hotel.. Executive housekeeping
should be good with people either they are staff, customers or management personnel. I
understand issues that there are some important skill which is lack in executive housekeeping
due to which problems faced by guest and employees within an hotels. No effective
communication take between staff member and executive housekeeping. Further it unable to
manage all work on time due to which guest unable to get clean room on times and other
facilities.
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Idea development
My own learning related to the issues which I identified in hotel is as follows
I learned that there housekeeping department need to work with other people so that work
can be completed on time. Along with this it need to make sure a high level of communication
within the department (Wong & Lee, 2017). Further for avoiding small kind of mistakes it is
important to understand the way each department work with their required functions in order to
operates activities successful for highest level of guest service. I gain knowledge that it is
important to maintain standards and methods of cleaning and continually update to more
effective methods whenever it needed. Further for managing all work of housekeeper on time
charts can be prepared for assisting daily room assignment. Further it can be stated that there are
different factors which need to be determine related to number of rooms which room attendant
can clean in a day that is room furnishing, nature of guest in the rooms. Further I learned that
there are technologies that is used to assign room attendants that is Mtech's REX software.
Further I learned that use of PMS feeds rooms and reservation data to the system. It is so because
it help in quickly assign rooms to room attendant. With the use of new technology it provide
housekeeper to be given an I pod touch instead of paper list of rooms. By using this advance
technology it assist attended to log in the system. Here it analyses a series of variable about the
rooms and assigned to the room attendant. I understood the use of PMS system as when cleaning
process of each rooms, the housekeeping status is then updated on the PMS. At the same time
when previous guest left its bags, then system will send a message to the front desk. I become
aware that in most of hotel the supervisor examine rooms on each floor before releasing them to
the front desk for residency. Here in inspections it includes orderliness, cleanliness and
operational details (Mooney, Ryan, & Harris, 2017). I identified that for saving time executive
housekeeper can take into consideration that room attendants inspect their own work. It also
motivates employees and build their confidence. I develop my understanding related to use of
new technology such as at the time of cleaning room housekeep kept with them a small Zero
defects kit which contain fresh light bulbs and batteries for remote control. The housekeeper can
use all of the appliance remote, heater and air conditioner etc. Further, I learned that training
need to be provided to new and existing employees.
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Week 4: Effective interdepartmental communication
Topic sentence
From the outcome I learned that front office play effective role in inter department
communication. The front office department is knowns as the face and voice of the hotel. I
learned out different issues which are faced by the front office in interdepartmental
communication. Front office manager was not active in creating an effective procedure for
passing the information (Zach & Krizaj, 2017). F.O. Manager need to interact with all the
departments in the hotel. I learned that front office service as a clearing house for communication
activities. I find that in different department there should be proper communication so that
services can be deliver in an effective manner. I find that communication which take place
between front office and the housekeeping departments is not formally and properly. Due to
which customer faced issues in getting services. There are some big hotels who have a room
controllers so that communication position can be taken between housekeeping and front office.
Issues which I understood is related to the communication activities which take place between
departments. It includes confirming those food and beverage specials available for the guest and
daily availability for booking in the restaurant.
Idea development
My own learning against the effective interdepartmental communication is as follows
I learned that is important that banquet department need the front office to deliver the
information to guest related to bill payment and events which are schedule. I learned that front
office manager need to make standard operating procedures for its front office workers, so that
they can connect to the relevant department to meet the specific request.. For instance, if the
room was reserved, then these two department that is front office and maintenance department
work on it within a given time so that guest an enter into a room on arrival or be assigned to
another room (Camillo, Holt & Di Virgilio, 2016). Further, I also enhanced that all the request
coming from guests for the repairing of in room then front office department need to
communicates them to the maintenances. Further I learned that front office department play
significant role it need to instruct all new front office staff about the each employees in each
department. It also need to make aware each employees their jobs. The marketing and sales
department need to complete the process of booking of a special function for instance seminar or
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wedding as it is depended on the availability of rooms for guest. I developed my understanding
that sales and marketing executive required to check the availability of room before 3 to 6 month
so that it can be sure that hotel can provide room to expected number of guests. I learned that
PMS can used in order to keep the records of available room for guest. Further I understood that
role of front office in order to promote in house sales and additional sales to current guests. Here
front office need to develop and implement a plan so that sales opportunities can be optimizes to
the staff of front office. along with this I get knowledge of walks in sales opportunity which is
provide hotel some significant so that it can get advantage over the other distribution channel.
The sales person have opportunity to evaluate the guest needs and demands (Peng, 2017). The
first impression can be formulated on walk in gust by seeing the first hand products. I learned
different strategies which can be created a sales oriented front office involves that is delivering
information to guests and selling rooms to guests to whom those doesn't make prior reservation.
Further I enhanced that customer need to encourage so that they can be ready to buy product at a
higher price . For instance selling from a standard room to a deluxe room. I also gain knowledge
related to feedback which was given by customer in order to improve services. I learned that for
using PMS, I Pod technology effectively it is important for the hotel to provide training and
development facilities to employees related to technology which they are using. If employees
are well trained then they can easily deliver quality services to their customers.
Week 5: Preparation and review of night audit
Topic sentence:
I learned that night auditor is responsible for assembling and balancing the daily financial
transaction of the hotel. It set task which includes reservation, check in and check outs, security
etc. I acquired knowledge that night audit prepare the daily reports for the financial operation of
a hotel. This reports are used by management for verifying integrity of guest accounts, framing
marketing strategies which were every effectiveness. I learned one of the main duty of night
auditor involve that is preparation statistics for the hotel and making sure that all is in balance or
not. Further it need to check guest in house activities. There are different number of issues
which I learned is that it sometime become difficult to figure out average daily rate and income
per available room and suggested opportunities for improving a slow sales period. On the basis
of review, the GM can find out different strategies for different departments to meet profit goals
for an accounting period. I learned that there are different type of issues which are involved in
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the night audit and issues involved in this process. There night audit need to make sure that all its
guest checked in, all guest get their allocated room or not (Cahyaningsih, 2016). Further I
learned about some components of night audit tool that is department totals and guest function.
There are daily basis sales reports of each department need to be provided in front office. Further
I acknowledged that al the figures which are listed below in sale reports are used for making sure
that payment is done correctly not. I understand some extra task which night manager required to
do and issues which I learned from those factors. Night manager need to check rooms and make
sure that everything is locked or not. Further monitor guest flow and what guests are bringing to
their room (Kempen, 2017). If proper monitoring not done then it may lead to increase risk of
stealing things. Further overbooking is one of the issues where reservation was accepted for
more then one rooms which are available by forecasting the number of no show reservation.
One of the main goal is to attain 100 % occupancy.
Idea development
My own learning against the preparation and review of night audit.
The night audit is one of the control process whereby financial activities of guest
accounts is balanced and maintained. I learned about the some new roles of night auditor that is
importance to check guest in house activities. I developed my understanding related to the
components of a night audit report. Here the room sales figure can be known by the total of
posted daily guest room charges. Further this figure can be cleared and identified by looking at
the housekeeping report, which list the occupancy status of different rooms as pre the
housekeeping department. I learned that there are by monitoring all the guest activities and by
making ensure seniority of employment it become easy to ensure saftey and security. Through
overbooking firm can easily meet financial objectives. I enhanced by learning related to
guaranteed reservation which is secured by credit card. Use of new technology is very effective
in order to keep records of current bookings and other rooms which are available for advanced
booking (Romanelli, 2016).
Week 8: Safety and Security
Topic sentence
I learned that safety measures are created in respect to protect people and property from
injury and loss which can be cause due accidental, by any circumstance or by accident. On the
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other side security are need to be created for protecting people and property from any injury
(Davey & Wootton, 2017). I developed by understanding related to issues which I analysed at
hotel related to safety and security. There are many hotels which does not provide high security
to customers because of lack of advance technology. I learned from this issues that management
of hotel need to focus on firstly safety and security of guest as well as employees. Workplace
health and safety is essential so that in emergency necessary steps can be taken for prevention
(Amir, Ismail, and See, 2015).. I enhanced my learning related to terrorism and other crime
which is take place in hotel. This is one of the big issues which is learned and understood.
Security department need to play significant role within an hotel so that security can be enhanced
and risk can be minimised. For this purpose I understood different policies which is organized
within the hotel. One of the another issues which is learned is related to delivering training
program for promoting employees and guest safety.
Idea development
From the above the issues which acknowledge related to health and safety can be in order
to improve all the issues. I developed my understanding that hotel need to be transparent about
their security measures. Guest need to provide facility so that for assistance because of fire, theft
or illness then can contact to front office department. Along with this, I developed my
understanding related training and development facility provided to employees, so that in
emergency they can take action for minimising risk. I learned that there is lots of time consume
in planning and for safety and financial investment which included training. There is great role
which security department play in respect to establish guest and employees safety, fire safety
system so that firm can easily work hard. Guest safety is first and foremost, so front office need
to provide safety to its guest so that they can easily manage all their work on time. I developed
my understanding related to duty of employer related to safety and security. Employees need to
provide safe working environment so that they can easily deliver quality services to their
customers on time without facing any issues. I learned that new technology can used so that risky
hazard can be identified and remove from workplace. I understand different policy and their
effectiveness in respect to minimise the risk of terrorism, theft etc.
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Week 9:Labour cost and cost control – Implications to Hotels
Topic sentence
I learned number of issues related to the labour cost and cost control. I understood that budget is
known as the statement of the anticipated revenue and expenditure of a business department.
Further I understood that departmental profit can be impacted because of cost of labour, star
rating, control system of all controllable expenses etc. it is important for the hotel to keep control
on its loss and manage all its unnecessary expenses (Ahmad, Zainol & Omar, 2015). There I
learned that it is benefited to spend in good month with high occupancy with high rate and save
profit in month when there is not higher demand of available rooms. I also developed my
understanding that all the employment law which are made can impact the management of labour
and it also lead to impact the cost that is anti discriminatory regulation, work health and safety
etc. I learned about different factors which impact the profit of company that is occupancy,
location, market segments and type of guest etc.
Idea development
I learned from the different issues and I identified different techniques which can be used
in order to control cost. There are different tools and techniques which can be used by front
manager in order to control cost related to labour. Through reducing staff turnover it become
easy to reduce the labour cost (Park, Yaduma & Williams, 2016)). It can be stated that a new
staff member is very expensive. Further exsisitng employees can be provided training and
development facilities so that then can enhance their skill. I learned that to retain employees
incentive scheme need to be introduce so that employees work hard. For reducing the labour cost
it is needed to make schedule which reflect the day to day variations in business volume. It is
not needed to create fixed schedules for hourly employees. I developed my understanding related
to reducing the labour cost (Ewart-James & Wilkins, 2015). I learned that through using new
technology it become easy for the hotel to minimise the labour cost. Along with this, I
understood that training and development facility provided to employees help in increasing
efficiency of employees. It is important to be realistic related to loyalty and commitment so that
labour can increase their productivity which lead to enhance profitability. The rate of pay for a
worker under an project agreement should not be less than the provided rate of pay under the
modern award that would apply to the employee or under a national minimum wage order
9

(Guilding, Lamminmaki, & McManus, 2014). This all strategy are very effective in order to
reduce labour cost and so that firm can easily manage its profit.
Week 10: Facilitates management
Topic sentence
I learned about the facilitates management objectives which are needed within a hotel in
order to remain competitive with other hotel. There are some facilities which need to manage so
that profitability can be increased. I learned about the broad spectrum of services which is
needed to make sure building is available to and will perform the function for which purpose it
was designed and construct (Melián-González & Bulchand-Gidumal, 2016). I understand that
property operations maintained included cost which is associated with the engineering
department and expended in in maintaining and operating the mechanical and electrical services
of the hotel. I learned about the objectives which is related to facilities management. Issues
regarding the facilities management is that it is needed to keep hotel neat and clean and run
smoothly. There are many challenges which are associated with it that is keeping public areas
spotless and inviting, to make sure that all rooms always match to brand (Kryukova, &
Sokolova, 2014). This issues have been learned and serves have experience to face this
challenges so that it can offer a total facilities management. It is important to make sure that
carpets are cleaned and well maintained. Further I acknowledge that removing daily spillage and
reducing the requirement is very costly maintained and it can be take place due to poor daily
cleaning regimes
Idea development
I enhanced my learning that for improving the carbon footprint of hotel the serves equips
staff with enzymes and cleaners which are appropriate for the environment instead of any other
conventional chemical cleaners. Apart from this I understood that facilities manager have
background in mechanical engineering. There team size will be depended on the hotel size
whether it is medium, large or small scale. I learned that there are different approaches which can
be taken into consideration for the maintained such as reactive, preventative , predictive etc
(Heizer & Barry, 2013). There are some benefits which are associated with this approaches that
is increased of effective system service life improved reliability, reduce potential injuries so that
10

firm not face issues related to work. Further for maintaining all the facilities I learned that every
guest room must undergo with the preventive maintenance program within a 2 to 3 times. Hotel
can take preventive maintained in an effective manner with the use of proper planning,
prevention and prediction (Kryukova & Sokolova, A2014). I learned that for making
improvement in hotel it is important to take preventative maintenance by the management. This
can be done by availability of labour, all the materials and parts must be available in order to
complete maintenance successfully. Further in room facility should be provided to guest who are
physical disable so that they does not face any kind of issues.
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