Hospitality Operations: Functions, Roles, and Revenue Management

This presentation examines the core functions and services within hospitality operations, specifically focusing on the rooms division of Denbies Wine Estate Hotel. It delves into the operational roles and responsibilities of a Front Office Manager and an Executive Housekeeper, highlighting their crucial contributions to guest satisfaction and hotel efficiency. The presentation further analyzes customer complaint handling procedures and emphasizes the importance of effective guest relations skills. Moreover, it provides a critical analysis of yield and revenue management strategies, exploring tactics to optimize pricing and increase revenue. The conclusion underscores the significance of an efficiently managed operations department in the success of a hospitality business. The presentation uses the provided references to support the analysis.

Hospitality operations

TABLE OF CONTENT
 Introduction
 1. Evaluating the functions and services provided by the Rooms Division operations
 2. Key operational roles and responsibilities of a Front Office Manager and an Executive Housekeeper
 3 Analyze the customer complaints, complaints handling procedures
 4. Critically analyze the Yield Management/Revenue Management
 Conclusion
 References

INTRODUCTION
 The operations within the hospitality is very necessary
because of the reason that if the operations within the
hotel are not performed in proper way than the working
of the hotel will not be good.
 The presentation will outline the different functions and
services provided by the room division operations of
Denbies Wine Estate Hotel.

CONTINUED
 Also, the operational roles and responsibilities of the
front office manager and executive housekeeper will
be outlined.
 Further in the presentation the discussion will take
place on skills for guest relation manager.

1. Evaluating the functions and services provided by the rooms
division operations
 The room division operation is the department within Denbies Wine
Estate Hotel is the department which covers all the other departments
such as front desk, housekeeping, laundry, reservation and many
other related operations which are essential for the successful
working of the hotel. The functions and services provided by these
two functions are discussed in the following connected points-
 Front office desk
 Housekeeping department

Front office department
 This is the department which provides for the most
important function that is meet the guest and to take
care of the guest.
 This is the most important service of the front office
department is that they greet the guest the, solve all
the queries of the guest and if they require anything
then they are responsible for taking care of them.

Housekeeping
 This is another department which comes under the room division
operation and which is very essential for Paddington to maintain.
 This is mainly because of the reason that housekeeping is the
operational department which is responsible for the maintenance
and cleanliness of the rooms, gardens, swimming pool, back area
and front area of the hotel.

Key operational roles and responsibilities of front office manager and
executive housekeeper in hotel
 Roles and responsibilities of front office manager-
this is the person who manages the front office area of
the hotel Paddington.
 This person is responsible for all the functions which
are performed by the front office department.
 This is the most important responsibility of the front
office manager to manage the responsibility of taking
care of the guest coming to the hotel.

CONTINUED
 Roles and responsibilities of executive housekeeper:
 This is an individual which is appointed in order to look after
the requirements of the cleanliness and tidiness within the
hotel.
 This criteria needs to be very effective because of the reason
that if the hotel will not be clean then the consumers will not
like the place. Thus, the executive housekeeper plays much
important role within the hotel success and popularity.

3 Analyse the customer complaints,
complaints handling procedures
 For the hotel it is very necessary that the guests and consumers
are satisfied with the services of the consumers and if not then
it will be a losing situation for the hotel.
 This is because of the reason that the dissatisfied consumer will
not come back to the place. Thus, if any complaint come to the
front office it must be addressed as soon as possible.

Complaint handling procedure:
. For this Paddington can follow the following procedure-
The first step is to carefully listen to the complaint of
the consumer and try to analyse the reason for the consumer
facing the problem.
The next step is to apologize to the guest or the
consumer of the hotel. This is necessary because of the reason
that this gesture will cool down the temperature of the patient.

Skills for guest service manager:
 The most important skill is the listening skill. This
is the most important skill because of the reason
that the guest relation manager has to take care for
the guest and for this the most efficient thing is to
listen to them.