Hotel Front Office Operations Management

This assignment focuses on the operations management of a hotel's front office. The main function is to coordinate various activities required to satisfy customer demands. Key responsibilities include welcoming guests, booking rooms, and maintaining separate registers for available rooms and customers. Legal requirements must be fulfilled to ensure staff and guest safety, which contributes to gaining trust and loyalty, ultimately enhancing profits.

Rooms Division Operations
Management
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Table of Contents
INRODUCTION..............................................................................................................................3
TASK 1............................................................................................................................................3
1.1 various types of accommodation and front office services along with the roles of reception
service staff.............................................................................................................................3
1.2 Different types of services provided by room division department along with the legal and
statutory requirements............................................................................................................5
TASK 2............................................................................................................................................6
2.1 Role and importance of front office in management and key aspects of planning and
management............................................................................................................................6
2.2 Key operational issues affect the effective management and business performance.......8
TASK 3............................................................................................................................................8
3.1 Evaluate the importance of property interiors and design to effective management.......8
3.2 Planning and management of the accommodation service function and issues which effect
management............................................................................................................................9
TASK 4............................................................................................................................................9
4.1 Yield management of activities to maximise occupancy and sales technique to improve
revenue...................................................................................................................................9
4.3 Importance of forecasting and statistical data within the rooms division and use of room
division performance indicators to measure success............................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12
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INRODUCTION
Main role is played by the hospitality industry in the development of country. There are
large number of big hotels provides diversified facilities in all over the world for satisfaction of
various needs and demands of consumers. The main function which performed by these hotel is
provide accommodation to the individuals comes to new city for travel and business purpose. It
is obligation upon management of these hotels is to effectively manage different functions of
various areas which prevail in hotel. Hilton is five star hotel having diversified business
functions in many countries. The main aim of management of Hilton is to open new 4 star hotel
having more than 300 rooms in New York, UK (Bryant and et. al., 2014).
In the present report explain about, various types of accommodation and front office
services along with the roles of reception service staff, different types of services provided by
room division department along with the legal and statutory requirements apply on room division
operations, role and importance of the front office for effective management of hospitality
business, key aspects of planning and management of front office and operational issues which
impacts the performance of front office area. Also, role and importance of design and
development of property interiors, key aspects of planning and management of accommodation
services along with issues which impacts management activities and application of revenue/yield
activities to maximise occupancy.
TASK 1
1.1 various types of accommodation and front office services along with the roles of reception
service staff
Hilton is well known hotel in all over the world. It is recognised for their luxurious and
diversified services in hospitality industry. To attract the large number of customer they designed
their services and products according to their preferences. It not only provides the
accommodation to reside the travellers but also takes care the need of business professionals.
They provide conference facilities in their hotels for business meetings.
Now, management of Hilton wants to open their new hotel in New York having the
capacity of around 300 rooms. Their main purpose is to cater the needs of business professionals.
In this regard, they planned to build conference room having the capacity of sitting around 400
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persons simultaneously. Also, bring changes in their food and beverages section to match up
with the needs of business personnel’s.
Every hotel as two main aspects upon their whole business and working is depends which
are called as accommodation facilities and front office services. Accommodation is the basic
aspect which provides by every hotel. It is refers as main concept upon which hotels business
started in different nations. Front office is refers as main management team which provides the
functions of direction and supervision of other activities in hotel like management of
accommodations, welcoming of guests, disbursement of the roles and responsibilities to the staff
members etc. So, the accommodation and front office services in regards of the new Hilton hotel
in New York are defined below:
Accommodation: It is refers as an activity about providence of place and rooms to their
customers to reside for some period of time in charge fixed amount of money. There are many
important things which are required to consider while providing accommodation services such as
cleaning of beds, availability of all required electronic accessories etc. these are basic
requirements of daily routine life. But due to having the aim of cater the needs of business
professionals required to make accommodation facilities which suit more to their type of
working like building of large conference rooms having the facility of communication (Davis
and et. al., 2018).
Front office service: There are many services provided by front office in different areas
such as handling of guests in proper manner and providence of information about various current
offers, preparation of register of customers and available room for their effective management,
solving of guest issues etc.
Roles of reception service staff
The many roles which are needed to perform by the staff of reception of Hilton hotel are
defined below:
 The first which is performed by the reception of hotel is about greeting of guests and
provides services and products as per their preferences.
 Keep the record of number of rooms are not booked yet in hotel to provide fast
accommodation facilities to guests.
 Provides the roles to different departments of hotels like housekeeping, room division
department, food and beverage department etc.
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 Keep the record of customers and guests which are visit to hotel for stay
 Application of sales techniques to increase the number of guests and enhance profitability
 Satisfy the various demands of customers along with resolving issues which are faced in
hotel.
1.2 Different types of services provided by room division department along with the legal and
statutory requirements
Roles and responsibilities provided by room division department
The main of room division departments is to effectively manage the rooms in such
respective that fulfils the need of maximum number of guests and business professional comes to
Hilton hotel. The main roles are defined below:
 Provide duties to room attendants timely (Dobrzykowski and et. al., 2014).
 Regular checking of their performance and situation of rooms to ensure about best
services should be delivered to guests.
 Implementation of all safety measures to ensure high safety of guests in room.
 Ensuring proper communication channels are installed in rooms
 Keep the record of materials supplied in rooms
Duties performed by room attendant
The various functions performed by room attendants in Hilton are mentioned below:
 Regular cleaning of the rooms and washing of bed sheets and blankets
 Take the luggage of guests to their respective rooms
 Cleaning of washrooms on regular basis
Legal and statutory requirements need to fulfil by room division department
There are many regulatory aspects provided by government of country which are need to
adhere while perform their functions by rooms division department. These regulations cover
different important aspects related to the safety of employees and guests. The various legislations
along with their rules are defined below:
Health and safety Act, 1974: This act governs safety of employees and guests visit to
hotel from the happening of any unnatural event. It brings obligation upon room division
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department provide safe working and residing environment to employees and guests through
controlling such substances and events which are harmful and dangerous.
Fire regulation Act 1971: The main aim of this act is removal and reduction of hurtful
acts of fire in the premises of hotel. In this regard, room division department is needed to make
proper arrangement of fire extinguisher in each and every room.
Data protection Act 1998: This act governs the activity regarding safety of the records
of employees and guests with staff of hotel. This will restricts the management is not use or
disseminate the personal information to any third party without their confirmation (Greene and
et. al., 2014).
TASK 2
2.1 Role and importance of front office in management and key aspects of planning and
management
Role of front office in management
Front of office of hotel is known as central brain through which all other activities are
coordinated with each to accomplish the common goals. Main management role is played by
front office which should be understood from the points which are defined below:
 Distribution of functions to different departments
 Appraisal of actual performance of employees
 Give motivation to staff members for the purpose of reduction staff turnover rate
 Formulation of training and development programmes for improvement of their skills and
knowledge
 Taking charge of all activities for effective fulfilment of the various needs of customers
Importance of front office
The different functions which are performed by front office are associated with large
number of benefits which are gathered by hotel in long period of time. It helps to strong relation
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with their guests which influence their mind while selecting hotels for stay because they have
trust on their services. The many other importance in relation to front office is defined below:
 Good ambience: Positive ambience and vibe plays an important role in attraction of
guests. They feel like home which provides more comfort. In regards to safety, customers
and guests having the belief that high security standards are followed which provides
optimum safety to their health.
 Guest relations: The basic role of front office is greeting the guests when they visit to
hotel first time. Polite and supportive behaviour provides the opportunity to create special
connection which restricts them about denial of their offers to accept. It helps to make
their relation with guests more strong and profound (Huang, Ho and Chiu, 2014).
Key aspects of planning and management of front office
The purpose behind the providence of planning and management function is to attain the
highest level of performance in different functions through which competitiveness is attained in
their operations. Such main aspects of front office are defined below:
Planning: It is initial activity which includes the process of settling up the goals and
objectives which provides direction to staff members.
Organising: It is the process of allocation of the roles and responsibilities to the staff
members of different departments as per their capabilities.
Coordination: Important function about improvement of the understanding of staff about
interrelation of their functions in the process of accomplishment of objectives.
Staffing: It includes appoint of the new staff members as per the need of departments to
carry on the regular functions without any disruption.
Leading: It is refers as an activity about motivation and direction to staff members in
improvement of their knowledge and passion towards their functions.
Controlling: Here, performs the function regarding appraisal of actual performance of
employees. In helps to control of unnecessary events which are useless and takes their productive
time only.
Evaluating: It is the process of evaluating the issues attached with performance of
employees and its impact upon oval capacity of hotel in accomplishment of their objectives.
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2.2 Key operational issues affect the effective management and business performance
There are many issues which presents while operating functions due to many internal
external factors. Emergence of such issues and conflicts not impact the management activities
but reduces the overall attractiveness of business performance. It is the duty of manager about
effectively deal with such kind of situations to retain their position in market. In the present
report, main issues are identified by the front office of Hilton in sales and marketing activities.
The different of problems are defined below:
Overbooking: One of the common issues which arise during peak time is about
overbooking of rooms. So, in this regard required to check occupancy of rooms at regular
intervals. At the time of peak season the load on hotels is high which makes the task of manager
difficult regarding preparation new package offers and accountants unable to check financial
aspects which effectiveness.
Lack of staff: Lack of number of employees has negative impact upon the performance of
hotel. So, it is need to administer effectively to provide better services.
Power cuts: The power cuts in hotels impacts the image of hotel. For this purpose required
to implement effective sources for continuous supply of power (Izumi and et. al., 2015).
TASK 3
3.1 Evaluate the importance of property interiors and design to effective management
Property interiors and design plays an important role in catering the various requirements
which arise time to time in hotels. It is observed that it current period of time it is in the trend is
to hold their functions in hotels. Also, many business meetings are held in hotels. So, in this case
main role in played by interior because they required to have huge open space to organise such
events effectively at grand level and for business required to have conference rooms having the
high sitting capacity with effective communication and projection facilities. The different aspects
which are governed under interiors required to provide emphasis includes lobbies, size of rooms,
light fixtures, blossoms etc. On the other hand, design helps to grab the attention of guests
towards them.
Importance of property interiors and design is understood from the following points
defined below:
 Attraction of the customers of rivals
 Build unique identity in market
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 Building of special feature in their structure cater to specific need of any particular guest
3.2 Planning and management of the accommodation service function and issues which effect
management
Planning and management of accommodation service function
The different aspects which are covered under this process are defined below:
Controlling and updating room status: To effectively provide accommodation service
in hotel without any confusion and misunderstanding required to keep the record of the status of
different rooms and also update on regular basis as per happening of any check-in and out from
hotel. For the purpose of the maintaining the quality of room required to oversee the inventories
present in rooms.
Visitor’s supplies: This includes the management of the necessary items which helps the
visitor to perform their functions in hotel. The different supplies in this regard include work
tables, furniture, bed, seats, focus table etc. Here, emphasis is provided on such supplies also
which are additionally demand by them.
Operational issues effect management
Human resource issues: Lack of performance regarding effective workforce planning
having negative impact upon the internal strength. Less in number of room attendant staff affects
the services of accommodation (Ivanov, 2014).
Housekeeping and quality control issues: There are many issues are faced regarding
housekeeping facilities and cleaning of the clothes. To make it effective manager is required to
supervise the functions. This will provides the opportunity is to ensure that cleaning and another
important aspects related to room is up to date before allotting to guests.
TASK 4
4.1 Yield management of activities to maximise occupancy and sales technique to improve
revenue
High demand tactics: Here, describe about the six important components of marketing
strategies which is important to have within hospitality industry such as tactics about obtaining
of clients, planned channels of transferring communications, provide cooperation and bring more
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efforts to publicise and response of client are such important things which are need to oversee
before making of their plans and strategies. This will provides the opportunity regarding
generation of high demand of their services in market through their revenue and occupancy both
are increased.
Yield management: It is important aspects where emphasis is provided on the cost
regarding improvement of profit substance through providing offers as per the choice of
customers. This will includes the determination of their pricing strategies according to the buying
behaviour of customers to attain positive attitude of customers towards the different services of
hotel. It helps in generating huge amount of profits. Through this they can improve their income
figures by providing effective offers.
Sales technique to promote and maximise revenue
There are many sales technique, but required to adopt by the manager of hotel such which
is more useful in actual. The main aim behind the adoption of such techniques is to promote their
services in customer to aware about offerings which are provided by them and maximise the
number of revenue. Such different techniques which are applied in this regard are defined below:
Customer Loyalty Scheme: One of the important technique which helps in attraction of
the large number of guest and improvement in number of sales of room includes attainment of
the loyalty of customers through quality of their services and products (Khanna, 2015).
Up selling rooms: This includes the process where different aspects related to
accommodation and rooms are improved such as improve the size of rooms, quality of materials,
effective administration etc. So, this tactic includes selling of the rooms through bring necessary
changes as per requirement of current period of time.
Other hotel services: Providence of effective additional services such as food and
beverages, professional conferences etc.
4.3 Importance of forecasting and statistical data within the rooms division and use of room
division performance indicators to measure success
Information required for good forecasting: There are many important which helps in
effective planning includes preferences of guests, cost and rates, number of guests, future
occasions, objectives, number of available rooms etc. All these information helps to forecast the
demand of their services in future period of time.
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Importance of forecasting: The benefits which are achieved by hotel through effective
future planning includes effective management of rooms, proper satisfaction of needs,
achievement of the desired results, building of good brand image and attainment of sustainability
in their performance.
Performance indicators to measure performance
Room Occupancy percentage: This includes the process of calculating the number of
rooms occupied in percentage form out of total number of available rooms. For ex., total number
of rooms are 300 and out of 250 are occupied than room occupancy percentage is 250/300*100=
83.33%.
Average room rate: This can be ascertained through adding up of the income generated
from the sale of rooms divided by total number of rooms (Kotas, 2014).
CONCLUSION
It has been concluded from the above report that there are large number of different
departments are working in hotel which performs diversified functions. The main role is
performed by the front office which is also known as reception desk. The main function of front
desk it coordinate the various functions required to perform in hotel on continuous basis to
satisfy the demands of customers. Many other important functions which are provided by front
office includes welcoming of guest, booking of rooms, maintaining the register of available
rooms and customers separately. There are many legal requirements required to fulfil to setup
their activities and ensuring the safety of staff and guests. It contributes to gain the trust and
loyalty of employees and guests which helps to enhance their profits.
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REFERENCES
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