Analysis of Hospitality Operations at Novotel London Blackfriars

This report offers an in-depth analysis of hospitality operations, using Novotel London Blackfriars as a case study. It begins with an introduction to hospitality operations, emphasizing the hotel's location and services. The report then explores the sub-departments of the room division, specifically focusing on the front office, including reception, reservation, guest relations, and concierge services. It details the roles and responsibilities of front office and housekeeping departments, highlighting positions like front office managers and floor supervisors. The report further analyzes linen operations within the housekeeping department, including types of linen and par levels. A significant portion is dedicated to revenue or yield management, discussing occupancy rates and high-demand tactics like personalized services. The conclusion stresses the importance of effective techniques to attract clients in the hospitality industry. The report includes several references to support its findings.

Hospitality
Operations
in context of
Novotel
London

Introduction
• Hospitality operation refers to the daily functions that are
undertake to provide efficient services to guest. The selected
company for present report is Novotel London Blackfriars. It is
a hotel situated at London near waterloo station that provides
luxury amenities to guest. The hotel provides efficient front
office as well as house keeping facilities to guest within
country. It has restaurants and meeting rooms to meet with
personal as well as professional purpose of customers. In
addition, location of hotel is easily accessible.

Demonstrate knowledge about sub departments of
room division
• There are various departments in room division such as front
office and house keeping. For, the current report front office
has been taken into consideration. It is an important part of
overall division. Front office people represent an organization.
They interact with guest, and have significant impression on
them.
• Reception: It is an integral part of overall front office
department..

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• Reservation: Reservation team get in touch with customers, they
interact with them confirm bookings accordingly. They should have
exponential interpersonal skills to understand clients requirement and
provide quality services
• Guest Relation: This department is responsible to maintain good
relation with customers. For this, they make necessary arrangements
and ensure to render quality services. It is essential to respond clients
complaints in an effective manner in order to retain them for a longer
period of time.

Continue…..
• Concierge: It is one of the important division of front office
department. It arrange transportation facilities, make dining
reservation for clients. Apart from this, it is also responsible to
organize tickets for various sports and other events to enhance
engagement of clients.

Describe the roles of front office and house keeping department
• Front office department includes various positions such as
receptionist, supervisor, guest service manager and many
more. Various roles and responsibilities are associated with
these positions. Responsibilities of front office managers are
elaborated below:
• Front office managers are essential part of overall
department. They have various roles within organization. They
are responsible to manage the whole staff of front desk and to
have coordination between their activities.

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Reservation Manager- There are some customers who prefer
to do reservation before checking in hotel. Mangers interact
with guest and maintain proper data to meet with the
specifications of clients. Here the responsibility of reservation
manager of Novotel London is to communicate with guest and
make bookings as per their requirements. For this, they need to
keep a proper contact with clients in order to provide them
better services.

Continue…
• Housekeeping Department is also an integral part of an
organization. They play a significant role to provide better
experience and value to guest by taking care of cleanliness,
hygiene within company. It consist various positions such as
Executive housekeeper, laundry manager and many more.

Continue…
• Floor supervisor-There are different managers involves in
housekeeping department in order to provide clean and
hygienic service to guest. It is the duty of floor supervisor to
keep an eye of the activities of staff and coordinate with them
to maintain cleanliness within floor to satisfy customers. In
context of selected hotel there are different floor managers
who make sure to provide better services to customers on
timely basis. For this, they monitor the activities of
subordinates and give them suggestions as per client
specifications to enhance in the quality of services.

Analyse linen operations of housekeeping department in context of chosen
organization
• Linen operation are essential in order to maintain proper
hygiene within company. It is a function that is carried out to
ensure cleanliness of all launder able fabrics, clothes that are
used in daily functions. It includes certain steps such as
checking of linen, control on daily inventory and maintain
appropriate documentation to have proper control. In Novotel
London Blackfriars, mangers take care to provide efficient
linen services to guest.

Continue…
• Types of linen: It is the main function of respective division
to analyse the fabric and take care it accordingly. There is
various types of linen are used in housekeeping department for
bedding, pantry and other works. In selected company linen
staff undertakes several activities such as washing, supervising
and controlling to maintain cleanliness within hotel.
• Par Level: Under this, linen staff keep control over the
inventory to provide effective services to guest.

Analyse the revenue or yield management
•Yield management is a crucial function within hospitality
industry. It refers to increase in the profitability of hotel by
making appropriate arrangements. The main aim of this
division is to set an appropriate price for rooms that is
affordable for customers and also generate significant profit
margin for hotel. For this, yield managers evaluate the current
market trend, price charged by rivalries so that they will be
able to set an appropriate rate for room.

Continue….
• Occupancy rate- It refers to the number of rooms that has been
booked by customers on daily basis. It is an important element
of yield management that need to remain high in order to earn
potential profit margin. Higher occupancy rate is consider as a
good symbol as it demonstrates higher brand value of hotel in
market. Managers of Novotel hotel determine this rate by
dividing the number of occupied room with total number of
rooms available within hotel

High demand Tactics
• Personalized services: In service industry customers always
seek for personal attention. With this, organization can give an
experience and value to customers. Novotel London
Blackfriars emphasise to provide customized services to guest
as per their requirement. They ensure to provide an
overwhelming experience and personal touch to clients order
to retain them for a longer period of time.

Conclusion
The above report is about hospitality operations that consist various different
job roles, departments such as front office and housekeeping within company.
Discussion has been carried out about revenue management and several
tactics to enhance profitability of hotels. Hence, it can be concluded that there
are requirement to formulate efficient techniques in order to grab the attention
of clients within hospitality industry.

References
• Alexandridou, S., 2019. Customer satisfaction in Hospitality throught the lens of
CEM, CRM and technological innovations.
• Dang, A.S. and Moreo, P., 2018, June. Hospitality Education Program Student
Operated Restaurants: A Practical Education Component. In Global Conference on
Business and Economics (GLOBE 2018).
• Ekawati, N.W. and Yasa, N.N.K., 2018. Service marketing mix strategy and
service loyalty towards hotel's success. Global Business & Finance Review
(GBFR), 23(1), pp.63-74.
• Ginaya, G., Kanca, I.N. and Astuti, N.N.S., 2020. Designing problem-based
learning (PBL) model for tourism vocational education in 4. O
industry. International journal of linguistics, literature and culture, 6(1), pp.14-23.

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