Hospitality Operations: Case Study and Presentation for Hotels

This case study examines the operational aspects of two hotels, The Ambassador and The Berkeley, within the hospitality industry. It analyzes different management styles, including directive, participative, and coaching approaches, and their impact on staff retention and performance. The study further explores the functions and services provided by the Rooms Division, including food and beverage, travel and tourism, lodging, and recreation, as well as the importance of security measures. Finally, it critically evaluates operational issues affecting the front office and housekeeping areas, offering recommendations for improvement. The analysis covers various aspects such as staff retention, service quality, and security protocols, aiming to provide insights into effective hotel management and operational strategies.

Hospitality
Operations(Case Study
and Presentation)

Table of Contents
Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
TASK 1. ..........................................................................................................................................1
1. Different between the management style and advantages with disadvantages in two cases.. 1
Task 2...............................................................................................................................................4
2. “Function and services provided by the Rooms Division, facilities and security
departments”...............................................................................................................................4
Task 3...............................................................................................................................................6
3. Critically
evaluate operational issues affecting the performance of front office and housekeeping areas.
.....................................................................................................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
Hospitality and operations is type of service provider business which is operated
hospitality refers towards done as per various field hotel industry. The hospitality involves in
relationship process between the hotel and guest for act of being management within all raw
materials such as guest where reception and entertainment as well as friendless behaviour for
supportive service providers, goodwill and liberality (Baum and et. al., 2020). The purpose of
hospitality in tourism and hotels where they main focuses to deliver excellence class of services
to fulfil overall objectives.
As per case study there are two organisation are highlight The Ambassador and The
Berkeley are same base of four start hotel chain that comes under hospitality industry. This
aspect vacation where staffs is having deal within role to handle for overall managing staffs and
rest of cases on belongings for related within allows to control budgeting as well as checking
rooms. In following report it involves difference between two housekeeping within advantages
and disadvantages. Functions and services provided towards by rooms division by providing
security along with Operation issue to highlight towards front office and housekeeping areas.
MAIN BODY
TASK 1.
1. Different between the management style and advantages with disadvantages in two cases.
In case study as two hospitality industry base Ambassador and Berkeley are hotels base
that require to generates for getting positive background outcomes. To explain about
management styles in different ways that can and follows by Ambassador and Berkeley hotel.
Some of management styles elaborates in significant aspect, for perspective business leaders they
plans and manage their internal as well as external resources that enables to get improvise
perform task willingness through efficiently and effectively (Buhalis and Leung, 2018).
Meanwhile, Ambassador and Berkeley these two hotels are facing less staff retentions as they
resigning from their duties because of opportunities are tend to available which is needed to get
recovered by keeping potential staffs for better approaching by allowing high measurable growth
as well as management is conducted to operates is overall function for accomplishing outcomes
in every aspects.
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 Directive Management Styles: This practises is provide understanding to get generates
effective working related with experts through compliance from their employees needed
to presumes their working task for reducing threats using discipline techniques. Participative management Style: According to this management work is having built on
concept of leaders who understand which is having high rate of importance of human
intellectual with seek strong employee relationship that keep for long run. The only
objective is to having various ideas, process for better business related decision.
 Coaching Management Styles: This style is emphasis about to promotes within
partnerships and having collaboration that needed styles which is having less to hierarchy
found towards most allowing giving towards creativity and motivation (Christou and
Chatzigeorgiou, 2019). These helps to approach for highly measure about towards getting
positive way of outcomes.
In following there is two different management style that allows towards Ambassador and
Berkeley hotel where they can assort to differentiate as per their management style in effective
manner.
Participative Management Styles Coaching Management styles
 This style is basically highlight towards
for attending for getting more
participative within Ambassador and
Berkeley hotels staffs and their
superiors come together for attaining
high productive outcomes that enhance
to get effective decision making within
their Housekeeper heads that they can
easily manage their staffs for highly
manage towards from retention .
 To handling more by encouraging
training and development that allows to
get different base to improvising skills
and knowledge which enhance high
proficiency for motivates towards
 As per this management style is
guiding towards for promoting
partnership and Ambassador and
Berkeley hotels managers head
housekeeping allows to promote
influence leaders towards inspire to get
proper attention employee professional
development.
 This is having purpose to get
enhancement of staffs are getting
leaving from their jobs which is head
over generates better promotional and
activities that needed to get accomplish
in better form (Filimonau and
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gaining aims and objectives. Naumova, 2020).
Advantages and disadvantages:
Ambassador Hotel:
Advantages:
The Ambassador Hotel is one of most excellence infrastructure of Four star hotel where it
provide middle to high range of hospitality services where they having wide scale of facilities in
terms of front office, food and beverages and housekeeping where they allows to provide variety
of services that fulfil expectation. They have 250 bedrooms that manage by their staffs to
checking out total 16 room which is needed to maintain chamber.
Disadvantages:
As they near by established in Airport where it generates so many opportunities which
allows to more jobs that creates demerits for Ambassador hotel staffs leaving from their curren6t
jobs and seeking for new platform to presumes jobs. This downfall of attrition of employees for
Ambassador that they encourage for training and development as well as provide extra benefits
leaves where company get to pay off in long terms aspects. Their retain chamber is hard as
because they are majorly seeking for their capabilities of jobs.
The Berkeley hotels.
Advantages:
In this hotel is getting more advanced specification in their services where they have 220
bedrooms as well as they mainly provides similar market that generates to get ambitions within
general manager towards future aspects (Kim, Lee and Fairhurst, 2017). They have high quality
of workforce where they needed to get overcame for attaining guarantee where employees agrees
to contribute their extra part timing which helps to develop long term jobs prospects.
Disadvantages:
The Berkeley is having more negative flaws in terms of labour turnover is lower where
staff and superior freely used to resign from their jobs that allows to get overcame changes job
opportunities through controlling and responsibility to handle their jobs as many of them leaving
from their position.
Recommendation:
In above scenario allows towards understanding about management style which is highly
recommend to Ambassador and Berkeley hotels that can be Coaching management Style, this
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style is highlight to comprises to get to provide better skills of leader or manager that facilitates
to promote their skills and knowledge where they mainly improve to grow in describing about
for highlight that allows to get entitled teaching to their staffs along with supervisor to improvise
their skills and knowledge that gain high service quality.
Task 2.
2. “Function and services provided by the Rooms Division, facilities and security departments”.
To highlight about Berkeley hotel services where their head of housekeeping within head
housekeeper to sharing their service base business regulation to attaining with motive of
suggestion and staffs process working to involves Ambassador hotel for highlight functions and
services that allows of rooms division along with security department (Kuo, Chen and Tseng,
2017). These specification is majorly implies in Berkeley hotel to more customer interaction that
allows to get more customer interaction that having to get succeed. Some of function which
involves by hospitality services that also implies in Berkeley Hotels to explains in aspect of
adding more services that create more advanced to having consists which is creates to facilities
maintenance and direct expenses of raw material in terms of food raw materials direct
operations. The Berkeley hotel allows various types of services are housekeepers, porters,
kitchen, workers, bartender and other department which are official term to enhance work in
order to handle all internal and external working aspects to fulfilling customer satisfaction: Food and Beverages: This type of service is related within in hotels to provide snacks
and drinks towards largest segment of hospitality industry. It provides for overall provide
50% of all meals that must be eaten that United States and other international hospitality
within consumption of drinks towards renders to get product quality of food (Manoharan
and Singal, 2017). This process of first class service food and beverages in Berkeley
Hotel their manager is must to implement that enhance variety of food and beverages
items that creates interest of people to utilise towards expectancy outcomes. Travels and Tourism: It deals with services related to moving people from place that
enables by generating transportation facilities buses, cabs, planes ships, trains so are part
towards travel industry, As per the perspective of Berkeley Hotel together loading of
money within food recreation where undertaking vacation trips of business travel
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industry. The major function of the tourism is allows to bring more adventure that enters
to gets more recreation on business high customer interaction. Lodging: This refers about accommodation for a period or having place to sleep for one
more rest rooms where all high class of Hotels camp grounds motels business that
provide for people overnight reflective lodging industry (Mingotto, Montaguti and
Tamma, 2020). The business Lodging that market that segments for business related
travels in terms of airlines and government related tourism. In situation of Berkeley
hotels mainly endorsed that enhance for effective base tourism international special
travellers where people working to get attain all these benefits.
 Recreation: It is an activity that people of rest, relaxation and enjoyment. The goal of
recreation is to making their peace of presence of mind. Some of creativity and
innovation in services creates more benchmark that to recovered business to make high
benchmark (Murphy., Hofacker and Gretzel., 2017). This helps to having Berkeley hotel
must enhancing different presentable of service style which helps to empower to get
succeed in better perspective.
Facility of Security:
The hotel security protects for hotel guests, employees and property. It is type of typically
work directly on hotels property as well as some of tools which assort for safety precaution such
as camera, scanning of luggages that monitoring all activities for helps to detect negative flows
of outcomes. Health services is also involves local police department. The importance of security
in Berkeley Hotel is comprises towards employees safety setting policies, organising programs
for promoting program (Rhou and Singal 2020). The director of security is trained professionals
who is must ensures that to systematic guests, employees, and equipment for staying safe. To
improvising security department in hotel to detect negative flaws in Berkeley Hotels:
 Building Entrances: When reviewing of a property that must get look to see other in all
entrances for inviting to reduces overall obstacles.
 Hotel Lobbies: It must designed to be visually for opening towards minimal where blind
spot towards all information get to collected from desk employees. Lobbies in which it
creates that must to get open arises getting guest rooms, corridors or elevators.
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 Guest rooms: These is create an environment where key are automatically changed for
new clients or guest comes in lock as well as also get interrogated as well as hospitality
towards to get all person enter into rooms.
 Facility of parking: In every hotel or any other big hospitality venture are allowing one
parking for vehicles slot where guest and other clients can easily park their vehicles. As
optimal parking where lot of garage that had to entrance and exists for well. They marked
routes for travel about both cars and pedestrians. Garage need to be open possible,
encouraging clear all lines.
Task 3.
3. Critically
evaluate operational issues affecting the performance of front office and housekeeping areas.
Operational issues are one of important challenges that must recovered in different
perspective to get overcame from hospitality business where specially in Berkeley hotels that
allows to create issue to handling maintenance within bureaucracy. In perspective of
Ambassador hotel work that comprise within to manage housekeeping activities area in effective
manner. There are some of highlight of points that support towards Ambassador hotels that
comprise within more long term:
 Long failure resolution times: To making ensure that good amount of creating
resolution where maintenance of hotels that creates a direct impact to generates high
level of satisfaction as well as billings. A rooms is taken under locked unit represent
less business generates more relaxation. For avoiding time between reporting and
resolving a failure where critical to ensure the quality and quick or flexible way to
recover the maintenance services. Administrative work: An excess of administrative work was reported where guests are
more important to get all specification of facilities where they assort in systematic work
that enhance to work that overwhelming towards accumulation of work order towards
checking all requirement in effective manner. Communication between teams: The factor of communication between housekeeping,
maintenance where the other management other team get to actively communicate
within each other. As communication is play an important role in hospitality industry
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that it provide major understands to get examine about what actually Ambassador hotel
guests. A good level of communication is creates more interaction that support to get
attain objective in overall concept.
 High Cost of operation: This is one of essential aspect that all encompassing which is
highly generates to get overwhelming for solving problem that makes development if
new project or having major implementation that helps to recover all activities that
occurs in Ambassador hotel. According to having operation management that support
to get that helps to develop to implement which is having such paper prints which is
helps to leads both team productivity increasing and optimising within time staff where
they effectively contribute towards gaining. Therefore, controlling consumption where
it reduces operation that having application to get allows to keeping increase or
decrease where cutting wastage in equipment usage in beneficial.
The above situation that reflected on the basis of Ambassador Hotel that explain upon on their
housekeeping head where some of areas that comes under in it. This helps to generates to
forming to creates high level of effective work performance to attain expected outcomes to
positive outcomes.
CONCLUSION
In above of report of hospitality management operation that describes about management
styles which is implies in two case studies such as Participative management styles and Coaching
management styles that one of recommend towards gaining more support to resolving all
challenges which is faces by hospitality industry in effectively manner. Highlight advantages and
disadvantages towards under faces these two cases studies that allows to get optimise in effective
manner that get to allows high positive outcomes. Some of variant services which is Rooms
services facilities and security that allows in hospitality industry security department to safety
assurance of employees as well as guests to fulfil overall expectation that must plays an
important role. At last there is housekeeping head is having presentation where housekeeping
department in next week percentage wise.
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REFERENCES
Books and Journals
Baum and et. al., 2020. COVID-19’s impact on the hospitality workforce–new crisis or
amplification of the norm?. International Journal of Contemporary Hospitality
Management.
Buhalis, D. and Leung, R., 2018. Smart hospitality—Interconnectivity and interoperability
towards an ecosystem. International Journal of Hospitality Management. 71. pp.41-50.
Christou, E. and Chatzigeorgiou, C., 2019. Experiential learning through industrial placement in
hospitality education: The meat in the sandwich. Journal of Contemporary Education
Theory & Research.
Filimonau, V. and Naumova, E., 2020. The blockchain technology and the scope of its
application in hospitality operations. International Journal of Hospitality
Management. 87. p.102383.
Kim, S.H., Lee, K. and Fairhurst, A., 2017. The review of “green” research in hospitality, 2000-
2014. International Journal of Contemporary Hospitality Management.
Kuo, C.M., Chen, L.C. and Tseng, C.Y., 2017. Investigating an innovative service with
hospitality robots. International Journal of Contemporary Hospitality Management.
Manoharan, A. and Singal, M., 2017. A systematic literature review of research on diversity and
diversity management in the hospitality literature. International Journal of Hospitality
Management. 66. pp.77-91.
Mingotto, E., Montaguti, F. and Tamma, M., 2020. Challenges in re-designing operations and
jobs to embody AI and robotics in services. Findings from a case in the hospitality
industry. Electronic Markets, pp.1-18.
Murphy, J., Hofacker, C. and Gretzel, U., 2017. Dawning of the age of robots in hospitality and
tourism: Challenges for teaching and research. European Journal of Tourism
Research. 15(2017). pp.104-111.
Rhou, Y. and Singal, M., 2020. A review of the business case for CSR in the hospitality
industry. International Journal of Hospitality Management. 84. p.102330.
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