Reception, Housekeeping, and Space Management: A Comparative Report

This report provides a comprehensive analysis of reception and housekeeping management, comparing hotel and prison environments. It addresses challenges such as language barriers, staff working conditions, and adherence to procedures. The report examines upselling techniques employed by receptionists to maximize revenue, emphasizing customer service and lead generation. Furthermore, it contrasts the job requirements and responsibilities of reception staff and head housekeepers in both settings, highlighting differences in skills, qualifications, and working hours. The report also delves into the effective use of space in hotels, considering interior design, fabric selection, and adherence to local regulations. The analysis is supported by references to relevant research on housekeeping management and revenue generation strategies. This report is valuable for students studying hospitality management, leadership, and operational efficiency, offering insights into practical challenges and best practices in the field.

Running head: RDO A29443
RDO A2944
Name
Institution
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Task 1
There are various issues in the management and performance of the reception and housekeeping
areas. There is the issue of language barrier. Sometimes the reception and housekeeping areas
cannot speak other languages other than English. This prevents effective communication since
some guests cannot speak English. For example in Hotel Novotel Solo in Indonesia, most visitors
are from Japan, France, Chinese, and Korea. The housekeeping staff is mostly provided the
Standard English version conversations and when the deal with a guest who cannot speak
English there is a communication barrier. On the other hand , in the Prison , there is also issue is
about language because there are various countries people (prisoner) .If the housekeeping staff
member uses English language and it may create the problem for Indian people because they do
not know the English language.
Sometimes the housekeeping staffs are requested to work on short notice, especially in holiday
season. For example in Indonesia during the Solo International Music Ethnic, the number of
reservations increases. The staff works quicker, and this is not healthy since they are required to
provide high-quality services. In the context of Prison, there is issue about long time period duty.
Staff member have to work in day as well as in night. This thing create problem for house keeper
because they can not manage their personal life.
Most of the staff sometimes works out procedure. To work efficiently and effectively, the work
procedures are organized according to the working conditions and must be followed. Despite
this, some housekeeping staff does them out of procedures. For example in some hotels, when
filling the worksheet, the room attendants do not fill the reality such as recording the correct
number as linen used. In the context of prison, staff members does not properly fill the
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attendance of prisoner or criminals on the time basis. By this there may arise mismanagement
and they unable to record the data about the numbers of prisoner.
Task 2
In most cases, the reception is the first person a guest meets when checking in a hotel. This
makes the receptionist have the opportunity to be members of the sales department to help in
maximizing revenue. The following techniques are used:
Up-selling
This is the act of selling upgrades, and the front desk agent helps in informing guest if there is a
quality system in place. The importance of up-selling by the receptionists has increased over the
years the changing methods of booking rooms. Up selling helps the hotel to maximize revenue
from its occupancy and increase the average daily rate.
Customer service
Guest usually interacts with the front desk associates and the quality of these interactions
influences the overall revenue plan. The reception should consider every action as a way of
increasing the conversation and advertising the brand.
Convert all calls into appointments or leads
The first impressions are crucial especially while marketing the hotel products and services. The
receptionists determined the perception of guests about the hotel. The reception should consider
each call as a valuable lead. They should listen closely and be proactive in moving every call
from being a specific inquiry or general interest to set appointments.
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Task 3
In all the cases there is a difference between job requirements for a reception staff and the head
of the house keeper.
The hotel receptionist
 Entry requirements
There are no preset requirements, but it is needed by many employers to have a good standard of
general education such as GCSEs in English and Math. It is possible to get a job through an
apprenticeship.
 Skill Requirement
Proper administration and customer service skills
Patience and tact
The ability to stay calm under pressure
Outstanding written and spoken communication skills
Having the ability to speak a foreign language is an added advantage
 What to do
Dealing with bookings and completing procedures when guests arrive. Preparing bills and taking
payments and also dealing with complaints or problems.
Working hours, patterns and environment
There is the probability of working shifts like evenings, nights, weekends and holidays. A
receptionist works at a reception desk, using a computer and telephone switchboard.
Head housekeeper
 Job purpose
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Ensure efficient and effective running of the department and supervise, train and motivate the
team.
 Skills
Ability should create a good working relationship and pay attention to details. One should also
know security protocol in case of emergency.
 Who would it suit?
One should be self-motivated, adaptable and ability to solve problems.
 Salary
In the UK, the pay is between 18,500 pounds and 20,900 pounds.
The prison receptionist
 Entry requirement
Person should have degree graduation in any stream. Person should have knowledge about the
management of prison. Person have quality and skill about hose keeping and have experience
abiot work in this field.
 What to do
Dealing with various person and keep their records of entry and exit of the prison. Person have
to prepare the report of data entry and exist. They are supposed the safe every person room and
clean each room so as persons can safety live there.
Task 4
Effective use of space
Hotels provide overnight accommodation on room or suite basis. Use of space is crucial as it
determines the interior space such guestrooms, halls, lobbies, banquet space, and restaurant space
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among others. Effective use of space determines the number of rooms and space for other
operations leading to maximized revenue.
In resorts, the effective use of space determines the type of activities to be performed within a
given space. There are usually various indoor climate requirements attached to various functions.
Great use of space creates open-air spaces for dining, entertainment, and sleeping.
Suitability of fabrics/furnishings/fittings
The fabrics, furnishing, and fittings should ensure the best design without compromising the
guest comfort. The products should be sustainable, and they should ensure fire safety of the
products. The performance of the complete item should be durable and strong and fit for the
purpose. Such things like the durability of the surface finish on tables, desks, and horizontal
surfaces should be checked. Local rules and regulations should be checked regarding fire safety
of the furniture, fittings, and fabrics.
References
Malik, M. (2010). The problems faced by the Housekeeping Department. Retrieved on
November 11, 2016 from https://core.ac.uk/download/pdf/12350560.pdf
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Leora, H. & Coyle, J. (2011). Why Is Up selling Important? How Can Hotels Improve Revenue
Directly from the Front Desk? Retrieved on November 11, 2016 from
http://www.hospitalitynet.org/news/4049825.html
Chand, N. (2014). Rooms Division operation management. Retrieved on November 11, 2016
from https://www.scribd.com/doc/234205237/UNIT-6-ROOMS-DIVISION-
OPERATIONS-MANAGEMENT
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