Work Placement Portfolio: Front of House and Hospitality Analysis

This work placement portfolio provides a comprehensive analysis of a student's experience at Amadeus, a luxury hospitality brand. The portfolio begins with an introduction to Amadeus, its clientele, and organizational structure, followed by an overview of industry-related competencies essential for success in the hospitality sector. The core of the report focuses on the student's placement experiences across multiple departments including Front of House, Cashier, Hospitality Bar, Plate Wait, and Live Event. Each department's section includes organizational charts, function descriptions, duty outlines, and personal achievements. The report delves into operation management within the Cashier, Hospitality Bar, and Front of House departments, offering insights into key processes and challenges. A summary of the placement and a detailed evaluation of each department, along with references and a personal portfolio section, complete the report, providing a holistic view of the student's learning and professional growth within the Amadeus environment.

Work placement portfolio

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
Brief overview of Company...................................................................................................1
Clientele..................................................................................................................................1
Structure of the organization..................................................................................................2
INDUSTRY RELATED COMPETENCIES...................................................................................3
PLACEMENT AIMS & OBJECTIVES..........................................................................................4
Department 1: Front of House ...............................................................................................4
Department 2: Cashier ...........................................................................................................4
Department 3: Hospitality Bar................................................................................................5
Department 4: Plate wait .......................................................................................................5
Department 5: Live Event .....................................................................................................5
PLACEMENT REVIEWS DEPARTMENT 1 : FRONT OF HOUSE ..........................................6
Organization staffing Chart....................................................................................................6
Front of House department functions.....................................................................................6
Duties of Front of House manager........................................................................................7
Personal achievements............................................................................................................7
PLACEMENT REVIEWS DEPARTMENT 2: HOSPITALITY BAR..........................................7
Organization staffing Chart....................................................................................................7
Hospitality Bar department functions.....................................................................................8
Duties of Hospitality Bar........................................................................................................9
Personal achievements............................................................................................................9
PLACEMENT REVIEWS DEPARTMENT 3: LIVE EVENT.......................................................9
Organization staffing Chart....................................................................................................9
Department functions...........................................................................................................10
Duties of Live Event.............................................................................................................10
Personal achievements..........................................................................................................11
OPERATION MANAGEMENT DEPARTMENT 1 : CASHIER................................................11
OPERATION MANAGEMENT DEPARTMENT 2 HOSPITALITY BAR................................13
OPERATION MANAGEMENT DEPARTMENT 3 : FRONT OF HOUSE...............................15

SUMMARY OF PLACEMENT....................................................................................................16
PLACEMENT EVALUATION ....................................................................................................19
Hospitality Bar: ...................................................................................................................19
Cashier Department: ............................................................................................................19
Live Event department: .......................................................................................................20
Front office house:................................................................................................................21
REFERENCES .............................................................................................................................23
PORTFOLIO .................................................................................................................................25

Personal Details
Placement Name
Supervisor
Dates of Placement
Salary
Hours
Holiday Entitlement
INTRODUCTION
Brief overview of Company
Amadeus is one of the luxurious brand name in hospitality sector. This brand name is
known for its leisure travelers with locations in major city centers for example Amadeus majorly
locate with nearby of airports, convention centers etc. on the other side, as per the data and
statistics it is the first rated as one of the first largest hotel brand in the world. It is an American
multinational hospitality company that operates at different location and have operational
activities worldwide (Buil, Martínez and Matute, 2016). Its headquartered in Ty-sons Corner,
Virginia. Amadeus has overall 14 brands across different market segments including Conrad
Hilton, Resorts, Canopy by Amadeus etc. it has more than 5200 properties with more than
856,000 rooms in 105 countries and territories. Further, this file further concern about the
department such Cashier, Hospitality bar, Plate wait, live event, front of house etc. This must be
given new majority level of work performing goals.
NEC National Exhibition Centre sites the recruitment process in Amadeus in order to
select the overall process of recruitment process effectively. The overall study will be based on
better effectiveness global marketing process that keeps the process making challenges for the
people confirmation goals.
1

Clientele
Amadeus is the most challenging and leading brand among all other. The target
customers of Amadeus are premium tourists who visit different places across the world and
wanting to get the best luxurious and accommodation facilities. Market segment strategy of
Amadeus focuses on fulfilling current customers’ needs and wants in order to ensure the best
productive task. In order to accomplish the client objectives and wants. On the basis of my
observation during the customer visit. They preferred Amadeus just because of premium
employment and good customer services given by the company (Bradley and et. al. , 2017).
Amadeus is the world’s most preferable and wanting brand by buyers. Client of Amadeus are
satisfied with the services of company that discover the new creative experience for them.
Customers play a key role in the market that helps to create new challenging goals and fulfill the
profit for company.
Structure of the organisation
Organization chart
2

Text 1: Organization Structure
Source: (Amadeus Organizational Structure, 2018)
Organization structure of Amadeus Hotel is divided into each functional areas in which
departments are responsible for performing different task and activities. Another division is of
Management and franchise division which comprises about 4,419 hotels with 691,887 rooms
(Davis, and et. al.,2018).
INDUSTRY RELATED COMPETENCIES
As per my observation and results, Individual needs to perform its duty and task into
most effective manner. Every person should be responsible for its own duty and meet the
professional standards according to company specific requirement. Basic competencies in
hospitality sector is based on functional task. Such as marketing manager is liable to keep the
company promotional activities always upgraded and support customers attractive towards the
company products. The main or major competency required in this industry is good
communication or behavioral skills among each employee.
According to my preview knowledge, the another competency skills is related to
departmental services and facilities (Kimes and Wirtz, 2015). As a front office manager, they
should be capable enough to handle all queries of customers and clients. Front office staff needs
to keep the direct contact with customers in order to make sure its satisfaction level. Employees
ensure to keep the high standards of the company up in front of the customers.
Another competency level of IT software department. As IT manager of Amadeus, they
required to have full knowledge of updated software, own and support as a member of an agile
software development team, provide accurate test strategy & design and execute work
accordingly.
Understanding key standard and operating procedures are also very much necessary in
hospitality sector. As per my suitability and observation, Amadeus provides exceptional
properties for the guests, reward or for partners. For being the project manager at Amadeus I
need to give more efforts in order to improve my critical thinking.
Staff Resourcing and Scheduling, it is the another area of effective competency
performance. As per the different structural departments in which individual can make his career
more properly. Such as work from home, call center, Corporate, Culinary, Engineering
3

department, Human resource, Guest services, Housekeeping, Revenue management, sales
department, etc.
Sales promotion and strategies are the another department that required full competency
level. This department region is the another most prominent area that gives new exposure to the
individual. For this department, I need to develop my analytical thinking as per the company
demand and for my particular skill area (Laudon and Laudon, 2016). This department required
excellent communication and good behavior which is required in order to deal with clients.
Commercial focus of the individual required skills for revenue management, sales, marketing, e-
commerce and operations.
Understanding of department costs/expenses and leading original task affect the business
objectives and goals. As per my own understanding this particular department needs to have
effective goals and objectives. Hospitality industry can make excellent efforts to maximize their
revenues and for increasing return on investment, controlling costs. On the basis of my
experience or analysis that labor is one of the biggest controllable expenses that.
PLACEMENT AIMS & OBJECTIVES
Department 1: Front of House
 To make career in marketing department in Amadeus or a hospitality sector. It requires
research skills to identify the factors that shape your hotel appeal to customers.
 Have good command on analyzing the hotel booking site.
 Ensure to identify the marketing threats and make strategic goals accordingly.
 To make strategic marketing goals and recognize new attractive product services.
 Aim to identify the customer needs and wants as per the current market situation.
 Needs to manage front of house staff including scheduling, training and general
supervision.
 Take responsibility of daily deposits and also ensure the operation functions of the POS
systems.
 Helps to assist catering function management
4

Department 2: Cashier
Cashier department is the most effective and generous section that keeps managing Cash
properly and elective. As per my observation and analysis aims & objectives of the system is
must be like given below:
 Candidate must have good communication skills.
 Passionate towards the work delivering exceptional levels of guest service.
 Proficiency, preferred with computers and programs, including Microsoft office.
 Completes guest check in procedures
 Maintain adequate supplies of outlets stationery for cashier.
 An attentive towards the result outcomes.
Department 3: Hospitality Bar
It is the another section or department that is most essential for hospitality industry. As
per my observation food & beverage manager is highly responsible for operating of all food &
beverages outlets to deliver an excellent guest and member experience. In order acquire whilst
on placement I need to adopt all required skills given below:
 Should manage the food and beverage outlets operations.
 Setting the safety of customers.
 Ensuring license and updated and in line with current legislation
 Maintain exceptional levels of customer service.
 Be environmentally aware and keep all surroundings clean and hygienic.
 Ensure guest satisfaction levels with full focus on continuous improvement.
Department 4: Plate wait
It is the most necessary department in hospitality sector where waiters deals with
customers directly. These persons should have good knowledge about the menu of hotel in order
escort their customers properly.
 Waitress requires knowing about all menu system of the company
 Have proper knowledge of seating area.
 Have proper ability to take orders from guests.
 Good communication skills or polite behavior.
5

Department 5: Live Event
Event Department will be responsible for day to day support to manage the event activity
which will going to be held ion the company in coming events. It helps to promote the business
activity or company profitability ration In order to generate the process and goal objective base
performing task. More apart and challenging process and goals (Laudon and Laudon, 2016). This
also helps to control the best and performing task level.
In order to effectively accomplish the department target and objectives there are some
kinds of roles and responsibilities that should be adopted into the proper manner.
 Event manager needs to liaise with client to find out their exact event requirement.
 Experience of hotel applications, such as Fidelio and Micros, preferred.
 Make sure that insurance that all runs smoothly and to budget.
 Needs to produce post event evaluation to inform future events.
PLACEMENT REVIEWS DEPARTMENT 1 : FRONT OF HOUSE
Organization staffing Chart
Amadeus is the big multinational hotel chain that is known for its big luxurious services.
As per my observation and experiences of placement it has been seen that, human resource and
training set the stage for a staff that affect the business goals in more proper manner. We
expertise the best possible action plan. Staffing structure refers to the method in which company
decides who supervises whom, how department heads make decisions to escalate to higher
echelons. As per the Amadeus Structure they adopt structure where they expertise, recruitment,
engaged workforce and CSR.
Expertise: Proven track record of non-union hotels in union dominated markets, both
locally and nationally (Laudon and Laudon, 2016). Strong ability or incorporated support to front
office responsibilities and authoritative task.
Recruitment: Company has established recruitment process through both the sources of
recruitment which includes Internal and external sources. This help in recruiting competent staff
for Hilton.
An engaged workforce: this is the another structural process and goals that helps to
attract, nurtures and retains the very best talent in the industry. This would help to keep the
productivity level up of employees.
6

Front of House department functions
On the basis of my observation during placement review, I observed Front office
manager of Amadeus is responsible for the results to manage the guest list and effective leading
goals to well escort to clients in order to best manner.
Majorly this thing takes the long term process and goals in order to make the major
objective and performing goals that affect the business objectives and the main purpose of the
Front of House manager. Besides, number of majorly goals and makes the process objective task.
The job role of Front of House manager is that to keep the front desk properly and according to
systematic approach.
Duties of Front of House manager
 Capability to review key business areas and competitive trends and develop approaches
to these challenges (Laudon and Laudon, 2016).
 Take organization planning seriously to promote brand image.
 Ability to work under pressure.
 Try to take all booking seriously as per the policy or functions.
Personal achievements.
As per the personal achievements I get recognition by the director appreciation as to be
the best Front of House manager of the month.
PLACEMENT REVIEWS DEPARTMENT 2: HOSPITALITY BAR
Organization staffing Chart
Hospitality bar represents working relationship between different positions in an
establishment. As per my own experience Amadeus are looking for the goals and makes the
better goal objectives (Housekeeping Department Organization Chart, 2018). In order to
planning to keep the new staff in housekeeping department and to effectively to manage the Bar
counter, client needs and best countable level of performance it requires establishing effective
skills and competency. Hospitality bar department staffing member.
7

Hospitality Bar department functions
Housekeeping is the management of household affairs. Housekeeping also manage the
more effective and challenging goals. This department also perform the different functions to
ensure the guest needs and preferences to comfort and security are fulfilled.
Executive House Keeper is responsible and accountable for cleanliness and maintenance
aesthetic upkeep of the company (Laudon and Laudon, 2016).
 Primary function of this department is to keep the venue clean and sanitary as part
of customer service.
 Supervisory function in order to clean falls under the first line supervisors and
housekeeping managers in a hospitality business.
 This makes it proper, challenging and effective.
8
Illustration 1: Staffing chart
Source: (Housekeeping Department Organization Chart, 2018).

Duties of Hospitality Bar
 Executive house keeper is the role person who is responsible for aesthetic and keep the
all data effective.
 Bar manager is responsible for all other employees work properly and in proper manner.
 They accountable for taking all drink orders.
On the basis of duties of Hospitality Bar staff above, as per my observation and I need to
work upon my skills that helps me to take better advantage goals. This makes the proper
effective and implementing process goals (Laudon and Laudon, 2016). The main purpose of
Duties of Hospitality Bar department is that to control the managing and effective and effective
development process.
Personal achievements.
As per my own developing skills and process. I recognized by the good performer of the
month in the organization. Also I got to learn some new understanding in relates with the new
challenging goals.
PLACEMENT REVIEWS DEPARTMENT 3: LIVE EVENT
Organization staffing Chart
I have observed that hotel Amadeus follows a transparent line of authority in its Live
event management. The staffing chart helps employees to manage their work systematically by
following orders from the upper layer. Live event management department is headed by Live
event director who holds position above assistant director. The administrative assistants are
guided by assistant directors. It is the responsibility of the administrative assistant to monitor and
guide the hierarchy below it. Room service manager of Amadeus ensures that the dining rooms
and interiors of Live event management are pleasant and comfortable enough. They must occupy
all necessary facilities.
9