Hospitality Operations: Functions, Issues, and Yield Management

This report provides a comprehensive analysis of hospitality operations, focusing on the functions and services within the room division, including the front office and housekeeping departments. It explores the key operational roles and responsibilities of a Front Office Manager and an Executive Housekeeper, highlighting their significance in ensuring guest satisfaction and efficient hotel management. The report further examines issues that affect hotel performance, particularly those related to customer complaints, and suggests strategies for effective resolution and service improvement. Finally, it delves into yield management, detailing its elements and high-demand tactics that revenue managers can employ to increase occupancy rates and Average Daily Room Rate (ADR), ultimately optimizing hotel profitability. The report draws conclusions from the analysis and provides references to relevant literature.

HOSPITALITY
OPERATION

Table of Contents
INTRODUCTION...........................................................................................................................3
LO 1.................................................................................................................................................3
Functions and services which are provided by the operations of room division........................3
Key operational roles and responsibilities of a Front Office Manager and an Executive
Housekeeper in a hotel?..............................................................................................................3
LO 2.................................................................................................................................................4
Managing issues which affect their performance?.....................................................................4
LO 3.................................................................................................................................................5
Yield management and its elements and the high demand tactics of yield Management that
Revenue Manager can apply within the hotel to increase the Occupancy and Average Daily
Room rate (ADR)? .....................................................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
This report covers questions such as functions and services of the house keeping and front office,
their roles, what are the issues that affect the performance of the hotel which are related to
complaints made by customer and how the yield management helps to increase the occupancy
and optimize the profits of the hotel.
LO 1
Functions and services which are provided by the operations of room division
House keeping of hotel London which helps them to maintain their environment and keep
it clean and safe. It helps in making the guest feel more convenient as the house keeping works
with efforts so that they can maintain the standard of hotel. If they make a good impression any
hotel will generate sufficient amount of revenues. They have four main functions such as paper
work, schedules and report, training of their personnel, keeping control on the supplies which are
necessary and cleaning and maintenance. They have to focus on many areas so that Hotel
London can generate a substantial amount of revenue. In order to successfully complete their
tasks they need to maintain an effective communication with the front office of the hotel. It is the
largest department in hotels over 75 per cent of the staff in a hotel is under house keeping.
(Losekoot and Theresa, 2018.)
Functions of front office includes the work of taking reservations, be in
communication with the house keeping, handling the operations of reception, auditing the
records of the hotel, providing bellhop service and concierge. People who come to stay don't
have even a slight idea that what things front office of the hotel has to do so that they feel
satisfied. They handle all the operations from the arrival of the guest, when the guest is there and
till they have left out. They are the team who keeps the hotel profitable and run their operations.
Their work is dividing the rooms of the hotel in compliance with the reservations of the hotel so
that when there is a time of over booking rooms must be assigned according to that so that
situation don't get messed up in front of the guests. Their job is to handle the reservation of the
client and assigning house keeping to clean their room. (Ionel, 2016)
Key operational roles and responsibilities of a Front Office Manager and an Executive
Housekeeper in a hotel?
Roles and responsibilities of Front office-

It starts from the beginning of the task they have to attend the calls of the clients in order
to take reservations and answer there any question. It may require for the front office to keep the
notes down about the preference or special things so that they can work up to their request and
provide everything which the client asked for so that they can keep the client satisfied. Whenever
someone visits London or any other hotel people will approach the reception first and their first
job is to greet them. They have to keep a proper count on the availability of the rooms so that
they can assign them the rooms according to that. They facilitates the clients with the services
such as giving them access to internet, telephone and charge their room fee according to that.
They even take care of the client if they want the service of wake up call. (Hassanien and Dale,
2019)
Roles and responsibilities of Executive Housekeeper-
They have to organize and supervising the housekeeping staff on a regular basis. They
have to ensure and keep a check that they are offering proper sanitation, comfort, safety with a
neat environment for the people. They have to conduct regular meetings with them so that they
can make their communication effective and direct them to follow the code of conduct. They
have to motivate the people who work under them and train them which they have recruited
newly for the job. The most important role of the executive is to keep a check and maintain the
inventory such as equipment, furniture, uniforms etc. They have to evaluate the performance of
the employees so that they can promote them on that basis. They have to keep a minimum
amount of stock and maintain it with the implementation of cost control so that they can work
according to the budget as they are the ones who have a control on it and manage it. (Gursoy,
2018)
Skills of Manager
They have the ability to maintain the decorum and abilities of the members of the staff. They
have worked for years and that helps them to remain calm in the conditions which are critical.
They have the ability to assign the work for a team and be a part of that team.
LO 2
Managing issues which affect their performance?
In order to make their customers loyal in the first time. Hotel has to respond to the
complaints made by customer in a soft manner and ensure them that it will rectified before their
next visit. Sometimes there is a problem that needs to be addressed urgently. At that situation

they need to adjust them into another room so that they can remain satisfied. If the department of
the hotel took too much time then it will make the client angry and they will loose their
customer. There are many types of complaints in this industry such as make the WiFi available
for free or rooms that are not properly cleaned, facility for hot water, temperature of the room
etc. Hotel is a service industry and that is why they need to make it their priority to respond to
their complaints and take actions so that they can improvise and rectify the errors they were
making. This is the reason why Hotel London follows all these protocols and keep these things in
mind as it is a 3 star hotel in London. If they don't then they will loose their status. If any hotel
by any chance avoid these issues then it will affect their performance and it will get difficult for
them to run their operations. Hotel has to change their pattern of addressing to customer
complaints as the more revert they give to the feedback more they will improvise. Complaints
can be of any type such as for quality of food or regarding cleanliness in room or for not having
proper sanitation. Management of the hotel needs to address them with keeping a eye contact and
communicating with them clearly so that the situation does not get converted into a conflict. The
executives need to train their staff and change their patterns of working in order to maintain the
discipline according to the standards of the hotel. They must see the complaint as an opportunity
so that they can improvise the area where they went wrong. (Gibson and Parkman, 2018.)
LO 3
Yield management and its elements and the high demand tactics of yield Management that
Revenue Manager can apply within the hotel to increase the Occupancy and Average Daily
Room rate (ADR)?
Yield management is a pricing strategy which varies according to the the understanding
and influence of the behavior of the consumers. So that the concerned business can increased
their revenues as it is a time limited resource which is majorly used in hotel industry.
To improve the revenues and occupancy of the hotel elements of this theory is helpful. Examples
of yield management include airline or seats of buses rental cars, hotel rooms. The value of these
things are concerned with time which means that after a specific amount of time it loses their
value. (Van der Wagen and Goonetilleke, 2015.)
Elements of Yield Management-
Historical Demand and Booking Patterns-

Managers of the hotel needs to check their previous demand and their earlier patterns of
booking so that they can make appropriate changes which are required to simplify there method.
The hotel needs to analyze their previous demand and ho were they facing the issues of not
coping up with it at that time so that they can rectify those errors this time. If thy simplify the
booking patterns then consumers won't face difficulty or glitch at the time of making a booking.
They need to provide fresh content every season at the booking page so that it influences the
consumer. (Buhalis and Leung, 2018. )
Demand Forecast-
Managers of the hotel needs to plan or predict the forecast on the basis of previous years
so that they can figure out the average. It is necessary for them to plan it so that they can
maintain the appropriate amount of inventory and equipment which will be necessary because at
the time of season there won't be time to fill it up and it will leave a bad impression on
customers. They also can't keep more inventory as it will block the cash flow of the hotel for a
long time. Apart from this they need to set the prices of the room according to the demand which
gives them the maximum amount of profit.
Market Segmentation-
The managers of the hotel need to set their theme or decor according to the market they
have segmented. According to that they can optimize their prices which will give them the
desired profits and set the availability of rooms as predicting the demand and booking patterns
will allow them to occupy more rooms which will basically increase the average rates of the
rooms. (Bowie and et.al.,2016)
CONCLUSION
From the above studies it has been concluded that hotel needs to change their way of responding
to the customers so that it does not affect their performance and with the help of yield
management they can reduce their problem of occupancy of rooms and optimizing profits.

REFERENCES
Books and Journal
Bowie, D., and et.al.,2016. Hospitality marketing. Routledge.
Buhalis, D. and Leung, R., 2018. Smart hospitality—Interconnectivity and interoperability towards
an ecosystem. International Journal of Hospitality Management. 71. pp.41-50.
Gibson, P. and Parkman, R., 2018. Cruise operations management: Hospitality perspectives.
Routledge.
Gursoy, D., 2018. Future of hospitality marketing and management research. Tourism management
perspectives. 25. pp.185-188.
Hassanien, A. and Dale, C., 2019. Hospitality business development. Routledge.
Ionel, M., 2016. Hospitality industry. Ovidius University Annals: Economic Sciences Series. 1(1).
pp.187-191.
Losekoot, E. and Theresa, Z., 2018. Retirement villages: Hospitals or hospitality operations–
Management attributes and traits. Journal of Hospitality and Tourism Management. 34.
pp.75-81.
Van der Wagen, L. and Goonetilleke, A., 2015. Hospitality management, strategy and operations.
Pearson Higher Education AU.