Management of Rooms Division: Front Office, Housekeeping Report

This report provides a comprehensive analysis of hotel room division management, focusing on key departments such as front office and housekeeping. It delves into the responsibilities, challenges, and outcomes associated with each area, including customer service, communication, and operational efficiency. The report examines the importance of effective front office management in delivering customer satisfaction, addressing issues like multitasking, time management, and payment processes. It also explores the role of the housekeeping department in maintaining cleanliness and addressing guest needs. Furthermore, the report covers safety and security measures, including surveillance technology and emergency response, while also touching upon facility management and labor cost considerations. The analysis highlights the significance of communication, employee motivation, and the implementation of efficient management strategies to enhance overall hotel performance. This report offers valuable insights into the complexities of hotel operations and the importance of integrated management practices to ensure guest satisfaction and operational success.

Management of Rooms
Division

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
Introduction to Front Office.............................................................................................................1
Description..................................................................................................................................1
Interpretation...............................................................................................................................2
Outcome .....................................................................................................................................2
Executive Housekeeping..................................................................................................................3
Description..................................................................................................................................3
Interpretation...............................................................................................................................3
Outcome......................................................................................................................................4
Safety and Security..........................................................................................................................4
Description-.................................................................................................................................4
Interpretation-..............................................................................................................................4
Outcome-.....................................................................................................................................5
Effective Communication................................................................................................................6
Description..................................................................................................................................6
Interpretation-..............................................................................................................................6
Outcome-.....................................................................................................................................7
Overview of Night Audit & Overbooking:......................................................................................8
Description:.................................................................................................................................8
Interpretation:..............................................................................................................................8
Outcomes.....................................................................................................................................9
Facility management .......................................................................................................................9
Description: ................................................................................................................................9
Interpretation:..............................................................................................................................9
Outcome:...................................................................................................................................10
Labour cost and staffing.................................................................................................................11
Description................................................................................................................................11
Interpretation.............................................................................................................................11
Outcome....................................................................................................................................12

CONCLUSION..............................................................................................................................13
REFERANCES .............................................................................................................................14

INTRODUCTION
Room division is defined as group of number of different departments managing the
room services beginning from assigning rooms to housekeeping, security and concierge along
with guidance, communication and customer services offered to the guests till their stay in the
hotel. This also describes complete and proper management of room services to gain large
amount of revenues by developing customer satisfaction and loyalty. These report will highlight
description, interpretation, and outcomes of the different departments of room divisions. This
report will highly focus on front office management, housekeeping department, along with
interpreting communication department and also give interpretation and outcomes about the
overview of night audit and overbooking. This project will also shows description and outcomes
about safety and security departments as well as it will explain management of different
facilities. Lastly, t will give explanation about the labour Cost and staffing management.
Introduction to Front Office
Description
During my visit to the hotel, Introduction to front office management, I have understand
that customer service delivery is essential part of the hotel working as it is important for
maintaining its first impression, I have also understand the problems faced due to need of
multitasking behaviour and participation of front office executive in different activities such as
giving complete information regarding offered services with assigning rooms to them after
understanding their choices so as to fulfil their expectation with hotel followed by reservation or
registration process due to lack of communication techniques. I have also recognised the issues
such as importance of immediate response and need to answer all queries of customers while
their stay in hotel due to mismanagement of time of response and of time scheduling
management for the employees (Hebert and et.al., 2015). Most importantly, I have been
understand the problems faced during use of different modes of payments by the customers due
to unavailability of sources.
While performing all these above customer delivery service activities, executive face
many problems which results in disruption of employee satisfaction and motivation. During all
these receptionist need to understand the causes behind the issues faced by consumers and
accordingly give them fast and expected services.
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Interpretation
Previously I thought that it is very easy to work as a front office executive but later on I
realised that it is not that easy to maintain customer delivery service management as they have to
work with super efficiency and they need to give super fast and immediate services to their
customers. As a leader of room management services, I recognised that receptionist is facing
time management problem as they need to attend number of tasks together such as answering the
queries and phone calls together. Due to this, sometimes it is not possible to fulfil all the
demands of the visitors on time. During performing their jobs they face challenges in completing
their check in or check out processes as they have limited time to perform these activities (Islam,
2018). I also realised that the most interesting part of being a front office executive is that they
always need to behave politely and welcoming to their customers even after facing number of
challenges.
I found that their interaction management at the area of management is very bad due to
lack of good communication skill, as all the consumers have different languages for
communication. While practises like communication is very essential to fulfil the needs and
demands of the consumers such as registration and assignment of room to the guests. I have also
realised that management at the front office in the hotel is very messy because of unnecessary
availability of the people for their queries at the front desk because of unavailability of the proper
services. I have examined challenges faced during payment process due to lack of sources. I have
analysed that all these above issues are faced by the front office executive due to
mismanagement and the lack of sources in the hotel.
Outcome
Having analysed, now I found the most interesting aspect in working as a front office
executive is that it made us develop very different qualities about handling and facing different
people with welcoming behaviour and also provide us with patience and improved languages
which results in improved communication skills.
During practising all these above activities, I have analysed that working as a front office
executive is not an easy task because I have analysed multiple problems faced by the executive
as they have to met every time a new customer with new choices, languages and expectations. I
have examined that it is very important to have high command on different languages so as to
have a good communication with the customers. This also require a patience to listen their
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queries and issues otherwise it can create a wrong image of hotel in the heads of the customers
(Lai and Choi, 2015). I have also examined that it is very difficult to develop and maintain
motivation of the employee along with managing customer experience and their satisfaction.
During billing a receptionist also requires to understanding of different modes of payment for
different customers, in which I have seen front office department have been facing number of
issues collecting money with keeping high patience.
Executive Housekeeping
Description
During my visit to hotel, I have explored responsibilities and difficulties faced by the
housekeeping executives. Housekeeping department is responsible for maintaining cleanliness of
the hotel (Parmar and Dalal, 2017). I have recognised that they face challenges in framing
different policies and procedures of cleaning rooms and in giving guidelines to the employees
due to different needs and demands of the different customers. I have also understand the
difficulties that are faced during maintenance of cleaning materials due to which they cannot
fulfil the demands of the employees for completing their tasks. Being a manager of the room
service management, I have also analysed complaints and customer services to understand and
to meet the needs and expectations of guests.
I have seen the problems faced by the executives in fulfilling all these responsibilities due
to mismanagement activities as there is no proper guidance to the workers due to lack of
interaction and also executive is not being aware about time scheduling management of the hotel.
Interpretation
I found the most meaningful issue housekeeping executives are facing is that they could
not assist their workers properly due to lack of communication. Due to which multiple problems
have been arising on the regular basis. As a leader of the room management services, I have been
also recognised that the housekeeping department is facing issues due to lack of communication.
Due to which they are not able to interact with their leaders hence no information reached to
managers, which results into lack of sources required to complete tasks which can also become
obstacles in the cleaning activities due to which customer satisfaction decreases (Youssef, 2017).
This lack of communication also disrupt the customer service management as they are not able to
understand expectations and complaints of the guests which can also disrupt environment of
hotel.
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I have also examined the problems which are faced during the designing of policies and
procedures which are to be followed by the workers due to unawareness of the executive about
different time scheduling of the hotel and about time management of visitors.
Outcome
Having discussed all the issues related to cleaning activities and cleaning room services, I
have developed some important qualities because meeting with the housekeeping executive
made me understand importance and values of communication between leaders and workers and
also with the customers. This activities also developed the understanding towards the complete
time management of the hotel (Najafi, 2019). I have also improved my qualities such as being
aware about all the further ongoing activities in the hotel.
During my presence in the meeting I have understand the issues which are faced by the
head of cleaning department in framing policies due to unawareness and in maintenance of the
tools. All these can be solved by improving interaction practises. For all these activities,
executive need to be aware about the different situations.
Safety and Security
Description-
In response to week 2 Safety and Security, when I went to the hotel millennium I have
experienced a number of issues related to the safety and security of the hotel millennium. As the
safety and security of guests is the major preference of every organisation which is engaged in
hospitality, but I noticed that the security and safety of the employees is also as important as the
security and safety of guests at hotel millennium. That is really appreciable and also the positive
thing of hotel millennium.
The theories of hotel management is follow up in this hotel, but there is the need of on
time application of management theories. The things can be more accurate if the execution of
safety and security plans is take place on time and at par.
Interpretation-
I found the most significant element at the hotel millennium that there were most
advanced surveillance technology are installed for the safety and security of the guests. There
were shown as well as hidden cameras are in the premises of the hotel. From the entry of the
patrons of the hotel till their check-out the hotel management team ensures the proper security of
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their guests in well planned manner (Devrim Yilmaz, 2017). The key cards are provided to each
and every patrons from which they can took entry in the pool, gym and many other area where
only paid guests are allowed to go through their key cards only, which ensures the safety and
security of the guests effectively. This is really an appreciable move for the security purpose. I
also found that the hotel management team organised the training programme for their
employees for how to take care of the guests and themselves too.
Apart from these tight security I have an unpleasant experience and unforgettable
memories related the safety at hotel millennium. When I was there at the hotel's reading section,
I suddenly heard the people over the newspaper section were screaming and the smoke spreads
all over there. I went towards the fire alarm and tried to evacuate the people from that section.
Meanwhile, the security guards came and start controlling fire. People were in trouble and
bewildered, as because the fire creates the hazardous situation, and people over there were
unable to breathe properly (Dong and Ling, 2015). Situation became uncontrollable and some of
the readers start fainting. After that the some of the employees try to call the fire brigade. They
took 15 minutes to reach the hotel. That 15 minutes were the most toughest 15 minutes of my
life, as my head got hit while saving a lady from that section.
It took 20 minutes to the team of fire brigade to control that hazardous situation, after that
the everyone got engaged in finding out the cause of fire over the reading section. The reason
was founded that the fire catches to the newspapers and all reading materials because of short
circuit.(Dong and Ling, 2015).Sometimes security for the major problems are the result of
avoidance of minor causes of insecurities. Every employees were engaged in protecting the
guests and employees from the outsides insecurities but they forgot to work on proper electrics
management (Weiss and Straub, 2018). As a result, it gives unpleasant memories to those who
were the part of that accident and faced that situation from very close. This is what I experienced
the negative thing in the security and safety department of the hotel millennium.
Outcome-
Having the experience of safety and security management of the hotel millennium I now
feel how important is this to consider the minor details of security and how hard it is to maintain
the tight security as at a point of time the team member of safety and security have to manage
and think over all aspects and possibilities or breaking of security chain.
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Apart from this and because of that experience I have learnt that everyone must attend the
disaster management seminars and workshops and must grab the knowledge of evacuation from
such kind of hazardous situation. After facing this situation I personally attend the disaster
management seminars and learnt so many tactics and ways to deal with such kind of disasters.
Effective Communication
Description
In response to week 2 Effective Communication, I have learnt about numbers of issues at
hotel millennium related to communication with guests, training for employees communication
skills and many more in the context of effective communication. I noticed that the employees
were very polite with their guests, as they pay full attention top the issues raised by their guests,
were also very much concerned about the language understand by their guests.
Communication skills of the employees of hospitality industries matters the most, as
because for the satisfaction of guests and for the goodwill enhancement the communication skill
of employees with their guests plays a vital role. Communication may be of any kind, such as;
verbal and non-verbal, written as well as oral communication (Youssef, 2017). The thing which
matters the most is the exchange of information. Well communicated facts and information will
ensures the steady growth of the organisations. So, the management team of organisation needs
to communicate with their employees and time to time ensures betterment in their
communication skill.
Interpretation-
I found the most meaningful element at hotel millennium regarding the effective
communication that the employees were very much concerned about their guests comforts and
conveyed minor details in understandable manner. The maximum guests were satisfied with the
hospitality of the employees of the hotel millennium (Riasi, 2018). Knowledge of more than two
language will make the communication impressive and make the employees more interactive.
When I was there in the lobby of the hotel millennium then I saw one of the guest want to
know the tourist places of the locality but he found problem to convey his desire as because he is
from Germany, and he can only speaks in German language. But there were no one in the staff
member who can talk to him in German. After the trial of half an hour when each of the staff
member feels unable to understand his desire then I went to that German person and tried to
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know what he want to convey. Then we shared each others gesture and I place some pictures in
front of him then from his gestures the manager got what he want to convey to them.
Finally, the problem was solved and that German patron took a deep breathe and there
was a little smile on his face. This experience of mine and the interaction with that German
tourist was interesting and I learnt a lot from that incident. The reading of gesture of the person
with we are interacting in the quality for the effective communication (Rahat and Kabir, 2018).
This incident shows that because of lack of communication an organisation may suffer loss and
the guests may have bad experience which will further impose negative impact on the goodwill
of the organisation.
Some of the guests of the hotels were foreigners and the experience of that guests from
foreign countries will make the image of our country too. The way they get treated leave the
positive or negative impact on that client or guests which further made the image of our country
accordingly. I noticed that after that all confusing interaction that German guests doesn't showed
any frustrating or irritating gesture. That is how he leaves his positive impact on me.
Outcome-
I have learnt that never get frustrate on anyone either they are understandable or not.
Having amazing experience at hotel millennium with that German guests of them I found
improvement in me as well. After that incident I decided to be polite with others makes
communication effective and impressive too.
There must be the facility of translators in such kind of industries where the management
need to deal with foreign clients or guests, which will further in the achievement of
organisational goals. For the betterment of hospitality industries effective interaction or
communication with guests will matters a lot. There is the need of proper training of employees
for the improvement of there communication skills (Parmar and Dalal, 2017). The
communication skill of the team member who deals directly with the guests is the only thing
which makes the hotel competent among competitors. Encouraging the employees to get
knowledge of more than two or three languages will ensures the high profitability of that
organisation.
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Overview of Night Audit & Overbooking:
Description:
In responses to week 4 Overview of Night Audit & Overbooking in the millennium hotel.
As a night auditor of millennium hotel I handles both duties of night audit and the booking
counter of the hotel. The night auditors are reconciles cashier reports from the hotel. I noticed
that the night audit in the hotel was performing in the manner. They were managed the counter
report as well as room detail report, tax report and revenue report of the organisation. As an head
manger of the hotel I have to look in the night audit process too. Hotel's night auditors are
perform their duties in very effective and efficient manner like they ensures the proper
maintenance of credit and accounting procedures and attains the calls of guests to compliance to
all rules, resets the accounting systems, managing payroll and general ledger, account
receivables and payables. But I saw that the night auditors may not maintain transparency in the
audit and not performing daily audit housekeeping report to ensures the accuracy in the hotel.
And I felt the issues regarding the over booking and failures to pr4oviding them services and
inefficiency in the work.
Interpretation:
I found the most significant element at the hotel millennium that there were many
accounting software that examine the audit report of the hotel. There were many night auditors
are appointed to check the revenues as per the existing process of the hotel and evaluates the
revenue reports, monitoring the audit journals and report from the front office (Park and et.al.,
2016). This functions are performed by the night auditors while over booking helps the hotel to
achieve the full occupancy by the hedging against who do not arrives or cancel the reservation
and it occurs when there is more booking and less availability of rooms in the hotels.
Apart from that I noticed that there is lack of transparency in the audit system of the
hotel. The night auditors are not performing the housekeeping record audit because of the
laziness among them and in night the guest were sleeping so they can not disturbing them to the
audit of housekeeping. At the time I was realised that due top overbooking and lack of rooms the
auditors are fail to attain the calls of the guest who are willing to cancels the reservation of the
hotel because they were use to sleep rather than performing their duties. Which cause the huge
conflicts. Overbooked parties are arguing because of lack of rooms and they do not get the rooms
which depreciates the image of the hotel.
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Outcomes
Having an experience of overbooking and night audit in hotel I realise that how much
there is need of perfection in the night auditing and over booking in the hotels.. sometimes the
minor mistakes are taking a huge fire in the organisation (Nielsen, Sarasoja and Galamba, 2016).
It is hard to perform work in night but the auditors of hotel needs to perform their duties with
perfection and attentiveness.
Furthermore, I have learned that the audit should be done with the transparency in the
hotel and must attains the guest calls and treat them with the empathy. After facing the situation
of overbooking and such conflicts that arise from these I personally serves the customers and
resets the ratio of limit of the overbooking in the hotel reduce such conflicts.
Facility management
Description:
In responses to week 6 facility management, when I went to the hotel I experienced a
count of issues in terms of facility management in the hotel. As a development manger I have to
look on the facility that are provided by the millennium hotel to their guest. I was noticed that the
facilities that are provided to the customers are making major attention of the hotel. I saw that
hotel were focused on many facilities such as hygiene maintenance and maintenances of
building for prevention of hazardous activity. The organisation gives enough facilities like lift, ,
cleaning services, parking and so on. That is very appreciable and also one of the positive thing
of hotel millennium (Najafi, 2019). But, I examined that the hotel does not gives more emphasis
on the facility of catering services and fire safety in the organisation which is much necessary
thing for the hotel.
Facility management is considering contract management strategy and following all the
measures to develops the catering services in the hotel. The entire organisation needs to
emphasis on the process of facilities.
Interpretation:
I found the most significant aspects at the hotel millennium that there were many
facilities provided under the facility management for the guests. There were many housekeeping
persons that give a hygineation to the hotel and rooms. The hotel management team and facility
management team ensures the parking facilities for thee guest in a well planed manner (Melián-
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