Administrative Services Report: Decision Making at The Ritz Hotel

This report provides a comprehensive analysis of administrative services within The Ritz Hotel in London. It begins by outlining different administrative services such as secretarial, reception, and property management, detailing their functions and importance within the organization. The report explores the decision-making processes, identifying key decision-makers and communication lines. It also examines relevant legal and regulatory requirements, including data protection, health and safety, and equal opportunities acts. The report further investigates sources of advice for developing specifications and outlines the policies and objectives of The Ritz Hotel. It then discusses design options, consultation processes, and methods for monitoring administrative functions. The analysis assesses the presentation's effectiveness and the methods of recording, culminating in a review of the implementation plan and an evaluation of service effectiveness.

Administrative Services

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Different services of administration and their uses in an organisation.................................3
1.2 Importance of these services in an organisation...................................................................4
1.3 Analyse the decision makers in organisation and lines of communication..........................5
1.4 Relevant legal and regulatory requirements..........................................................................6
TASK 2 ...........................................................................................................................................7
2.2 Different sources of advices in developing specifications....................................................7
2.4 policies and objectives of The Ritz hotel..............................................................................7
3.1 The design options and the consultation process involved to meet agreed specifications
and the need to meet all legal, regulatory and organizational requirement.................................8
4.2 Encourage the users of the service to comment on the effectiveness of the service.............8
TASK 3............................................................................................................................................9
3.2 Assess whether the presentation is in a form and style to help the user to understand the
strengths and weaknesses and includes sufficient information...................................................9
3.3 The methods of recording which are necessary....................................................................9
4.3..............................................................................................................................................10
4.4..............................................................................................................................................10
TASK 4 .........................................................................................................................................10
2.1 Importance of effective consultation in an organisation.....................................................10
2.3 Detailed specifications on record keeping..........................................................................11
3.4 Review the implementation plan.........................................................................................12
4.1 methods for monitoring functions of administrative services.............................................12
CONCLUSION..............................................................................................................................13

INTRODUCTION
Administrative services are part of organisational services which provides support in
managing operations as well as technical services to assure proper management of operational
activities which supports the company in operating their activities smoothly. The complexity of
administrative services depends upon size of the scheme and the number of technical services
provided. Administrative services may be quite complex. The main functions are: accounting and
financial control, legal matters and other various other functions. Presently, the report focuses on
renowned hospitality organisation which is Ritz Carlton, London. The hospitality organisation is
considered as the symbol of high status and luxury among customers. The report will also focus
on understanding the different administrative services which are operating within the hospitality
organisation. Along with this, it also emphasizes on gaining insight knowledge regarding
procedure that is necessary for monitoring and reviewing the chosen administrative services.
TASK 1
1.1 Different services of administration and their uses in an organisation.
Administrative services provide support to business operations by providing additional
services to the company. The Ritz hotel which is situated in London is a 5 star hotel and provides
luxurious services to the high society and rich people. This hotel is best known for its luxurious
services (Abeywickrema, 2011). It is also the member of international consortium and the
leading hotels of the world. There are many services which administrative department of the
cited hotel renders to the organisation. It includes mainly:
Secretarial services- These are the services which are provided by secretary of an organisation.
Secretary is the person who has the responsibility to handle correspondence, keeping files and
doing clerical work for an organisation ( Arena, Arnaboldi and Azzone, 2010). Its an official
person who presides over an administrative department of the company or organisation..
Secretarial services that are provided by manager in hotel as follows :
▪ Photocopying
▪ word processing and transcribing
▪ forward travel arrangements
▪ Fax/ telephone communication.

◦ End users - These services are provided to customers and management of the
company to resolve any issues regarding administrative context (Ball and Ross,
2012).
Reception services- Reception services are provided by the receptionist of hotel which provides
following services-
▪ computer and internet
▪ safety deposit box
▪ storing baggage
▪ wake up call services
▪ taxi services
◦ End users- Services are provided to the customers to make them comfortable in hotel
premises and to help them in any manner. Customers should feel free to ask staff of
the hotel or give tips and suggestions for hotel (Benchimol, E.I and et. al., 2011).
Property management- It is the management system which is designed to manage properties,
personal property, equipments, including maintenance, legalities and personnel all through a
single software. It facilitates functions like booking of guests or visitors guest details, online
reservations, sales and marketing in The Ritz, London.
◦ End users- The end users are management of hotel who makes their work easier
with help of PMS (Property management system)(Bhardwaj, Jain and Jain, 2010).
1.2 Importance of these services in an organisation
The above mentioned services play a crucial role in The Ritz, London. It aims to provide
best services to its customers by proper planning. Management of hotel has formed various
departments to manage its operations of business.
Importance of Secretarial services -
 With the help of secretarial services, hotel can manage all the clerical work in
organisation.
 Secretary of hotel is responsible for handling travel arrangements on demands of its
respective customers.
 It also provides assistance to manage business operations (Cooper, 2012).

 It has positive effect on business organisation as it helps in managing business operations
so as to enable its its functions working smoothly and in an effective manner which can
make customers feel comfortable in the hotel premises (Dan'shyna, 2011).
◦ Importance of reception services-
 With the help of reception services, customers can access computer and internet services
in hotel .
 Customers can also deposit their valuable items in safety deposit box which has been
provided by the reception of hotel The Ritz.
 Reception services are also important in hotel to provide 24 hours assistance to its guests. Reception services are also important in hotel because it provides help and assistance to
its guests in an attractive and efficient manner so as to make them feel happy in premises.
If the services of receptionist are good then it will impact in a positive manner and vice
versa (Drapeau, Boyer and Diallo, 2011).
◦ Importance of property management-
 It helps the hotel in beverage costing, materials, HR payroll, maintenance and other
amenities in company.
 It also gives accurate and timely information to its guests.
 It is important for hotel because it manages all important functions of hotel, lack of
which can cause negative impact on the image of business organisation.
1.3 Analyse the decision makers in organisation and lines of communication
Decision making is the process which involves the selection of a course of action from
among two or more possible alternatives in order to arrive at a solution for a given problem.
Managers and administrative heads are in charge of decision making process in The Ritz Hotel,
London. Top level managers are responsible for decision making in the cited organisation
(Fillenbaum, 2013). The manger has the following role in The Ritz, hotel:
 Manager are responsible for setting objectives and forming detailed plan for achieving
those objectives
 Manager is responsible to manage all departments of organisation and ensures smooth
functioning in the work place of hotel.

 Manger is responsible for decision making by interacting with the staff, guests, vendors
and others. It also deals with the decisions involving finance (Greene, Kisida and Mills,
2010).
The process followed by top managers in forming decision in The Ritz, hotel:
 The managers firstly, identify problems in the organisation. After that, decision is made
according to the given problem so that it can be resolved.
 The next step is to perform multiple perspective analysis. In this step, managers are
responsible to make decisions using different context and perspectives, just to be very
sure for smooth functioning of operations.
 Then manager seek information to clarify the issues of the organisation.
 Manager in this step choose best alternative which helps in achieving business objectives
and implement it in the plan of strategies (Harris-Kojetin, L and et. al., 2013).
 Last but not least, manger evaluates various outcomes of the implemented plan by them.
They should be ready to adapt another plan if necessary.
 Different lines of communication in management of hotel are:
 Line of power
◦ Line of technology
◦ in person communications
1.4 Relevant legal and regulatory requirements
There are many legal and regulatory requirements which are framed by UK government
that are implemented within an organization to ensure proper and ethical work environment.
They are responsible for establishing legal and ethical framework in the work place. The
managers of The Ritz, Hotel have ensured that there should be ethical environment in their
workplace so that the employees and guests can stay in hotel premises (Hirmukhe, 2012). The
following are the acts which regulate safety and health issues in hotel:
 Data protection act- This act aims at safety and protection of data entered into the
database management system of hotel. It explains that the authorities should take care
about the information that has been recorded by the management. It can include
information of guests and employees. It also provides that information should be
confidential. For example, address and detailed information about any guest should not
be revealed to anyone else etc.

 Health and Safety act- This act aim to ensure health and safety of employees and its
respective guests in the hotel premises. The manager of the cited hotel should assure its
guests that the hotel is clean and safe (Jorm, L.R and et. al., 2012). The manager should
also ensure that the food that is prepared for the guests should be healthy and hygienic in
nature, so that it could not negatively affect their health. Managers ought to need right
precautions to reduce any risks to health and also safety of workers and others who might
be affected by the work activities of the company.
 Equal opportunities act- The Ritz Hotel is committed in encouraging equality and
diversity among their workforce and to eliminate unlawful discrimination. The managers
of the cited hotel aim for workforce to be truly representative for all sections of society
and customers. The Ritz hotel is also against unlawful discrimination of customers.
TASK 2
2.2 Different sources of advices in developing specifications
There are different sources of advices that can be obtained by the management team of
The Ritz Carlton hotel. Advices have been asked by management so as to know what the users of
administration services view about them. There are many administration services in the cited
hotel. These mainly include:
1. reception services
2. secretarial services
3. property management
now, the company aims to gather information about improving these services ,that can be
implemented to ensure specifications (Katz, I.R and et. al., 2012). The main aim is to improve
the administration services . The various sources of information can be collected by :
 customer feed back- it is the most efficient way to gather information about services as
they are the end users of these services.
 Online questionnaire- it is also an efficient way to know the flaws and good opinions of
guests.

2.4 policies and objectives of The Ritz hotel
Objectives of organisation must be stated so that proposals intended to achieve must be
clear to workers. Objectives can often be specified in the terms of a hierarchy of outcomes and
targets that should be clearly stated out in appraisal (Le, H and et. al., 2011). The management
team of The Ritz Carlton hotel has laid various objectives of their organisation:
 to provide responsible and restorative business management.
 To create and build a healthy food system which is based on the understanding that food
is must thing for all.
 The hotel management also desires to maintain its administration services at high level so
that working environment of company can be managed appropriately.
 To improve overall positive and clean energy environment.
 Also, to ensure a safe, secure and healthy environment which helps to promote active and
wellness lifestyles to our guests , employees, local community and nature.
 To ensure proper property management system which take care of all the equipments and
property belonging to the hotel.
 To provide best reception services with the help of which guests of hotel feel comfortable
and relaxed in hotel premises (Le, H and et. al., 2011).
 To provide them efficient house keeping services.
These objectives plays an important role in efficient and smooth functioning of their
administrative services. By clearly stating the objectives and policies, employees are more
focussed and get motivated in rendering best customer services to their respective guests. The
management always desires to provide warm services to their prestigious guests. To achieve the
stated objectives the management should maintain proper accounts of records.
3.1 The design options and the consultation process involved to meet agreed specifications and
the need to meet all legal, regulatory and organizational requirement
There are different options that are designed by the management of Ritz Carlton so that
they may easily engage in the consultation process (Le, H and et. al., 2011). The design process
to meet the specific specification mainly focuses on step that engaging in consultation with
relevant people so that they can easily involve in meeting the agreed specification within the
cited organization.

The consultation process must focuses on engaging with discussion activities with the
experts and professional so that they can easily meet the requirement of administrative services
within the hospitality organisation. Along with this, the consultation process must involve
adequate level of personnel that is top level personnel, middle level executives along with front
level staff so that they can easily engage in proper specification of the services that need to be
implemented within the organisation (Martins and Marques, 2010).
Moreover, it has been also stated that in order to meet the agreed specification of the
administrative services within the cited firm they must need to meet the different legal as well as
regulatory framework so that they might engage in delivering the ethical activities. With the
legal and regulatory framework it also engage in hiring the competent and qualified personnel
that deals in delivering the administrative services within the leading organisation.
4.2 Encourage the users of the service to comment on the effectiveness of the service
There are various user of services of the administration services of an organisation. there
are various users to the administration services of the company. They are responsible for the
effectiveness of the services of company. The various users are :
Customers or guests of hotel- these are the most important users of the hotel. These are the
persons which come in hotel to stay and relax .they expect the services to be excellent in nature.
The management should encourage its guests to comment on the effectiveness of the
administration services of company (Olesen, S.C and et. al., 2012). The management team can
conduct poll or questionnaire for obtaining any feedback on the effectiveness of the company.
Customers can comment positively or negatively. It is up to the services provided by the
management of hotel.
Employees or staff of hotel- these are another users the administration services of the company.
The company should ensure that regular suggestions and feed back should be gained through
employees and staff so as to obtain their views regarding what they want in the administration
services of the cited hotel. Employees desires to work in a pleasant and healthy environment so ,
they want to promote that environment in which they can be more work oriented and focussed
which helps them in rendering good services to their customers .

TASK 3
3.2 Assess whether the presentation is in a form and style to help the user to understand the
strengths and weaknesses and includes sufficient information
In order to successfully deliver the administrative services within the Ritz Carlton hotel
individual may have adequate skills and knowledge that support them in managing the daily and
operational activities within the organisation. Along with this, it has been also assess that
organisational policies and objectives must be framed and presented in the effective form so that
staff within the hospitality organisation must focuses on delivering the required and adequate
services accordant with the requirement and need of the customers or visitors that visits the
hospitality organisation (Olesen, S.C and et. al., 2012).
Along with this, there are certain strength of designing the presentation within the
hospitality organisation as it support the individual and decision maker in understanding different
riles and norms within the organisation so that they may deliver the requirement. On the other
hand, with the strength there is also some weaknesses related with the presentation that is if the
guidelines and norms are not presented in the effective format then it may lead to distract the
employees and staff to deliver incompetent services and activities within the organisation.
Moreover, it has been also assessed that with the help of this it benefit in delivering the required
services to the customers and visitors who visits the hotel.
3.3 The methods of recording which are necessary
For the successful implementation of an administrative services within the hospitality
organisation the individual is required to engage in proper recording of the activities so that they
can easily manage and plan the operational activities. There are different methods and ways of
recordings that are necessary within the Ritz Carlton hotel that mainly include- Reports- The key method of recording that is used by staff within the hospitality
organisation include maintaining proper reports that mainly have adequate information
regarding the customers and visitors who visits the hotel (Paneva-Marinova and et. al.,
201). Along with this, the report also include the proper scheduling of the activities that
need to be done within the premises. Letters- Another method that is used for recording the administrative services include
preparing letter. With the help of recording in the letter the individual may easily results

in transferring the data with maintaining confidentiality so that they must engage in
proper recording of the information.
 Email- Another method of recording the administrative services include e-mailing of the
services. With the help of sending e-mail it results maintaining the proper record of the
data so that it might not results in spreading of the information. Management of The cited
hotel has the information about their all respective guests so it is easy for them to send
them email (Salminen and Ikola-Norrbacka, 2010).
4.3 the effectiveness and efficiency of the administrative service
The effectiveness and efficiency of administrative services should be correctly and timely
monitored. We should measure effectiveness and efficiency of our organisation because for the
governmental prospective. Governments are accountable to the parliament and people for
providing institutions and services that meet the needs of the community in a financially
responsible manner (Simon, 2013). The effectiveness and efficiency of administration services
are also be monitored so as to ensure good services has been provided by hotel to its guests.
Services should be effective and efficient so as to create goodwill f the hotel in the minds of their
respective guests. Effectiveness and efficiency are the most important part of the management as
it shows how smoothly operations have been conducted by the management team. It should be
attractive in nature so that guests can think to visit the hotel again (Kettl, 2013).
4.4 recommendation for improving services
The management team of The Ritz Carlton hotel, always welcomes suggestions of their
guests and end users of administration services. It is so because they will implement the
suggestions so as to improve their services accordingly. Guests of the cited hotel recommended
that:
 There should be proper seating arrangement in the lobby of reception.
 Proper services should be given by house keeping workers.
 Food should be healthy and hygienic.
 Employees should be properly trained in greeting the gusts while arriving in the hotel
premises, as it is a five star hotel (Smith, 2012).
 Proper gardening area should be developed so that guests can enjoy and relax there too.

 Proper renovation and paint work should be done timely as it is the most attractive point
of hotel, The Ritz Carlton.
TASK 4
2.1 Importance of effective consultation in an organisation
Consultation is very important in any organisation as it is the central to the management
process and assume critical importance when dealing with changes in work practices and
procedures (McNaughton, Self and Pines, 2013). The managers should consult with its guests
for obtaining any positive and negative feedback about hotel. Customers and guests have an
opportunity to express their views about the services of hotel. There are 2 sources of consultation
which can effect administrative services are:
 Questionnaire: it is the most efficient manner of obtaining the feedback of customers or
guests in a particular organisation. the management team has adopted this method
because it will help the managers to know about vies and opinions of its guests. In this
method various questions are asked about organisation and its services , customers and
guests are required to answer them in yes or no. The feedback of guests can be positive or
negative. They can also give their suggestions on the form (Garland and et. al., 2012). Online feedback: It is another method which the management team of The Ritz, hotel
has used to obtain opinion of their hotel. It is the method in which the consultation has
been obtained by sending E-mail to their guests. They can fill the form online and submit
it. The feedback can be for appraising the services or giving some suggestions to improve
administrative services.
The following are the importance of effective consultation:
▪ it improves administrative services of organisation.
▪ It also improves management performance and decision making as different views
have been obtained by manager for implementation, to improve the functions of
company.
▪ Having positive feedback and consultation also improves the performance of
employees and results in more flexible working environment.