Taj Hotel London: Rooms Division, Revenue Management, and Complaints

This report provides an in-depth analysis of the hospitality operations at Taj Hotel London. It begins by outlining the functions and services of the rooms division, including housekeeping tasks such as room maintenance, cleaning, and inventory management. The report then details the roles and responsibilities of the front office manager, emphasizing financial management, guest satisfaction, and employee relations, and the executive housekeeper, focusing on cleanliness and employee management. The report also examines complaint handling procedures, highlighting the importance of communication, problem-solving, and customer satisfaction. Furthermore, it explores revenue management elements, such as demand forecasting and inventory management, and their application in maximizing revenue. The conclusion emphasizes the importance of front office executives in shaping guest impressions and the effective handling of customer complaints for improved productivity. The report also references relevant academic sources.

HOSPITALITY
OPERATION

INTRODUCTION
 This report includes functions and services of room division
operations of Taj Hotel, London and key operational roles of a
front office manager and an executive housekeeper at Taj
Hotel, London.
 This report also includes handling of customer complaints and
guest relationship at Taj Hotel, London. Yield Management and
revenue management at Taj Hotel, London have also been
included in this report.

Critically evaluate the functions and services provided by the Rooms Division
Operations-
 Room division department of Taj Hotel, London provides
services to housekeeping works.
 These work includes, completing inventory of all rooms as
per form provided. Daily maintenance of rooms. Cleaning
rooms, floor and building. Change bedding and making
beds.
 Maintain food supplies in rooms as required. Gathering and
empty trash. Clean furniture and fixtures of rooms.
Maintenance of ventilation and cooling system. Front office
on the other hand deal with customers.

Cont..
 Facilitate visitors access who came to hotel. They look after management of payment
by customers. They are responsible for answering calls of enquiry and other reasons.
 They welcome guest and look after their arrival and exit from the hotel and make
necessary arrangement asked by guest at Taj Hotel, London. They handle booking of
guest and their cancellation of reservation and manage availability of rooms for
customers as per their preference.

Operational roles and responsibilities of a Front Office Manager
and an Executive Housekeeper-
 Roles and responsibility of front office manager includes, financial responsibility,
which means collecting payment from customers and guest and their further
processing.
 Front office manager look after billing process of customers. Front office managers
have responsibility of guest satisfaction that is giving them best services and resolving
and handling their complaints and before that ensuring that they do not have any
complaint.

Cont..
 Satisfaction of employees in organization is also a responsibility of front office manager. Main
role played by front office managers at Taj Hotel, London are related to guest satisfaction and
looking after their complaints.
 Ensuring that guest have a safe stay at Taj Hotel, London. They also ensures that hotel can
maintain good relations with Taj Hotel, London.
 They are also responsible and play important role in making first impression of Taj Hotel,
London and make sure that guest trust on the information given to them during their stay at hotel.
 Housekeeping executive is responsible for cleaning and appearance of hotel.

Cont..
 Housekeeping executive manages most number of
employees in Taj Hotel, London.
 Housekeeping executives plays main role in ensuring that
hotel appears clean and guest stay safe in terms of health
and diseases caused by bacteria and germs during their
stay at Taj Hotel, London.

Complaint handling procedures and their impact on
performance.
 Complaint handling procedure includes some steps which are followed by the manager
of Taj Hotel London. According to this procedure they first listen to the complaints of
the guest.
 Proper attention is paid to them. After that proper record of the complaints is made so
that issue can be properly resolved.
 After that the manager collects the facts and makes discussions with staff for solving
the issue. Measures are taken for fixing the issues and action is made. Thus, making the
customer's satisfied.

Cont..
 Administrator must have customer handling skills like good and clear communication
so that they can communicate well with the guest and healthy relations can be formed.
 Manager should have positive attitude and good knowledge about each practices which
is going in the hotel.
 As by having great knowledge and positive attitude the customers feels satisfied.
 Problem solving and decision making skill must be there in hotel staff so that they can
analyze the problem and make best decision without the guidance of any other people.

Cont..
 Through all these skills customers can be handled in
an desired way.
 Main aim is customer satisfaction as when they are
satisfied they will make visit again and this assist in
increasing overall productivity of Taj Hotel London

Analysing the revenue management elements and their
application in hotel industry.
 Revenue management requires forecasting various elements like demand, inventory
availability.
 Market share and total market share. Through this practices the revenue generated by
the hotel can be managed in an desired way. The manager of Taj Hotel London analyze
the demand of the Hotel in market, As various tools are used for analyzing the demand.
 They used to check whether the inventory is available or not. By using revenue
management elemets total share of their services in the market are examined and if Taj
Hotel London wants to maximize their businesses they can expand easily.

Cont..
 Potential demand tactics are type of close or
restricted discounts.
 Through the manager can analyze the discounts and
restrict them as necessary to maximize the average
rate.
 Through this the manager apply a minimum length
of stay restriction and assist in properly managing
the rooms.

CONCLUSION
 From the above study it is concluded that front office
executive plays an important role in the smooth functiong
of hospitality services.
 As they are the persons who gives first impression of the
organization to the guest.
 Further the report conclude about complaint handling
procedure as through which complaints of customers are
addressed in an desired way.

REFRENCES
 Abrate, G. and Viglia, G., 2016. Strategic and tactical price decisions in hotel revenue
management. Tourism Management, 55, pp.123-132.
 Davis, T.R. and Horney, N., 2015. Guest feedback and complaint handling in the
hospitality industry. In Proceedings of the 1988 International Conference of Services
Marketing(pp. 246-260). Springer, Cham.
 Hossen, M., 2019. Managing Front Office Operation Of A Study on Hotel Eastern
Residence.
 Kuo, C.M., Chen, H.T. and Boger, E., 2016. Implementing city hotel service quality
enhancements: Integration of Kano and QFD analytical models. Journal of Hospitality
Marketing & Management. 25(6). pp.748-770.