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Introduction................................................................................................................................2
TASK 1.......................................................................................................................................2
1.1 Discus accommodation and front office services for different organisations......................2
1.2 Roles and responsibilities of accommodation and reception service staff...........................5
1.3 Discuss legal and statutory requirements that apply to room division operations...............6
1.4 Evaluate services provided by the room division in a range of hospitality businesses........7
TASK 2.......................................................................................................................................7
2.1 Assess the importance of the front house area to effective management.............................7
2.2 Discuss the key aspect of planning and managing of the front of house area for a given
hospitality operation...................................................................................................................8
2.3 Critically discuss the key operational issues affecting the effective management and
business performance of the front office area for a given operation..........................................9
TASK 3.....................................................................................................................................10
3.1 Asses the importance of property interiors and design to effective management..............10
3.2 Discuss the critical aspects of planning and management of the accommodation service
function for a given hospitality operation................................................................................11
3.3 Analyse the key operational issues affecting the effective management of the
accommodation service function for a given operation...........................................................12
Task 4.......................................................................................................................................12
4.1 Perform revenue/yield management activities to maximise room occupancy and room
revenue.....................................................................................................................................12
4.2 Discuss sales techniques that rooms division staff can use to promote and maximise
revenue.....................................................................................................................................13
4.3 Discuss the purpose and use of forecasting and statistical data within the rooms division
..................................................................................................................................................14
4.4 Calculate room division performance indicators to measure the success of
accommodation sales...............................................................................................................15
Conclusion................................................................................................................................16
Bibliography.............................................................................................................................17
Introduction
Being a student of Hospitality Management, I have been asked to write an assignment about
different organisation within the industry, accommodation and front-office services. I will
analyse the role and responsibilities of some employees from a 5 starts hotel, a B & B, and a
hostel, and the legal and statutory requirements that apply to room division operations.
Accommodation
The term usually refers to a place that offers sleeping facilities for travellers. It can also be a
place where people can do a particular activity for a specific time, work related or for leisure.
A seat or other facilities for travellers on a boat or plain, its also accommodation. (Merriamwebster.com, 2013)
Places that offer this are many. Within hospitality industry we can find accommodation in
hotels, apartments, caravans, leisure centres.
Front-Office
The term itself is originally American, and it is commonly known as reception. Is the
department that deals directly with customers. The people working in the front-office are the
one responsible with taking messages, handling orders. They deal with reservations, room
allocation, billing and payments, reception (Abbott and Lewry, 1991, p. 4)
This department is the one that generates revenue for any organisation within hospitality.
We can find a Front Office department in hotels, exhibition centres, show-rooms and any
other organisation in the hospitality industry.
TASK 1
1.1 Discus accommodation and front office services for
different organisations
The organisations of my choice are:
a) A 5*star boutique hotel in Hampshire Lime Wood. (Limewoodhotel.co.uk, 2013)
http://www.limewoodhotel.co.uk/gallery/interiors/
A hotel is:An establishment that provides lodging and usually meals and other services for
travellers and other paying guests (TheFreeDictionary.com, 2013)
A 5-star rating describes a luxurious hotel offering the highest degree of personal service;
luxury appointments, superlative service and highest standards of comfort. The hotels offer
originality in architecture and interior design, high-grade materials in construction and
dcor and elegance and style abound (Uk.ask.com, 2013)
In the 13th centrury , the structure was a hunting lodge. Restauring it, the owners choose to
keep part of the old charm, wich makes the place the perfect destination for a short gateaway,
or even a long holiday .
Depending on the type of room, the prices vary between 275-575 per night.
(Gc.synxis.com, 2013)
Hotel facilities :
http://www.thenorfolk.com/Rooms
A Bed and Breakfast is a place that offers: Overnight lodging with an American or
continental breakfast included in the room rate. B&B is offered at accommodations ranging
from a spare room in a private home to a boarding house, inn, hotel, or restored historical
building such as a palace (BusinessDictionary.com, 2013)
It is a small,family run, business. Because the owners are involved in daily avtivities of
running the place, the atmosphere of the place is friendly and relaxed. Room costs are
between 35 and 80, depending on the size and bathroom facilities. (The Norfolk Guest
House, 2013)
Facilities:
En-suite rooms
Tea/coffe making facilities
Use of a lounge and kitchen areas
Wi-fi
Breakfast
Loundry services.
http://www.restup.co.uk/liveup
Bar/caf
24 hours reception
Snack bar
Vending machine
Garden
Loundry services
requirements), and courtesy. Cleaning and tiding the public area are also included in the
housekeepers responsibilities.
Most of the organisations within hospitality industry will have at least one person for this
position, but there are some exceptions. In a bed and breakfast is not unusual for the owner to
be the one who does the cleaning.
TASK 2
2.1 Assess the importance of the front house area to
effective management.
Front of the house area has major importance in any business. Is the area that generates
revenue, and the one that deal directly with the customers.
Furthermore, as we talk about hospitality, the front of the house area is the one where the
guest are wellcomed upon arival, and the one that offers the first impresion about the
establishment.
It is, therefore very important to any business to create a warm, clean, friendly environment
in the front office. A 5 star hotel, like Lime Wood has everything to create the perfect,
luxorious destination for travelers.
In the style of the best country house hotel arrivals, travellers approach a suitably patrician
Georgian house in golden stone along a sweeping drive flanked by well-tended lawns. Lime
Woods setting is stunning, and the building was handsome even before extensive
remodelling, which has resulted in a fabulous central atrium with a retractable roof. The
gardens are spectacular, and showcase excellent sculptures (Mrandmrssmith.com, 2013)
In order to deliver 5 stars experience to the guests, besides stunning exterior and interior
design, the services are the best a hotel can offer. The employees are very profesional and
friendly when dealing with customers, and are allways ready to help.
7
Reservations
Check-in and registration clients
Correspondence and Information
Other services (transport luggage)
Telephone and messaging
Customer account management
Check-out and pay the bill
From making a reservation to checking-out, all details are 5 starts. The whole process starts
with reservating a room by phone or internet. Upon arival, the guest will be wellcomend by
someone who will help with taking the luggages inside. The front office staff will ckeck-inn
the guests, and give them their keys, and they will be escorted to their rooms. All troughout
their stay, the staff is allways there to help with any enquiries they may have.
Prior to them living the hotel, the staff will complete the check-out process witch means the
payment for the room and other services used by them during their stay.
destination, in the heart of the New Forest National Park, Lime Wood hotel maintains an
image of opulence, in a welcoming atmosphere: the perfect destination for everyone.
Lime Wood's exterior is an architectural triumph in itself. A stunning Regency country
house originally established as a hunting lodge in the 13th Century, we took great care not to
over-run its original charm. It's a charm that has evolved over years and one that's given the
country house a unique character that we can't get enough of (Limewoodhotel.co.uk, 2013)
Cleanliness
In a 5 start hotel, where the standards are high, the cleanliness of the place is very important.
A clean environment can be a decisional factor for future clients. Everything must be
spotless, and at Lime Wood it is.
Starting with the outside, with the perfect lawns, and going all the way to the interior
communal areas and bedrooms. The standards of cleanliness and hygiene are very high, in
order to satisfy the guests expectations.
TASK 3
3.1 Asses the importance of property interiors and
design to effective management
The interior is: the inside part of a building, considered as a whole from the point of view of
artistic design or general effect, convenience, etc. It can also be a single room or apartment
so considered (Dictionary.com, 2013)
The interior has to follow the same image of the hotel. Elements that can be found in the front
office area have to be in the interior of the rooms, too. It is very important that the whole
establishment has the same theme, both in the front office and in the bedrooms.
Design is an art - it's based in colours, patterns, and shapes (Locke, 2013)
Design is very important in the competitive environment of hospitality. In order to be
different many hotels pay extra attention to the design of the rooms. Being different, in this
industry, is the way to success. Understanding that, more and more hoteliers agree that design
is a good tool in adding value to the business and gaining new customers.
Good design combines usefulness with at least one of the following: beauty, comfort,
efficiency, economy, or durability (Iida.org, 2013)
Design of the rooms
A major factor that influence guest in choosing a hotel is the layout of the room. To be up to
standards, and fulfil guest expectations a 5 stars hotel must go the extra mile. In this kind of
establishment it is very important the design of the rooms. At Lime Wood hotel, the bedrooms
are luxurious, comfortable, relaxing. Large, spacious rooms that can satisfy even the pickiest
of the guests.
For a bedroom to live up to surroundings and views like ours, your only choice is to fill
them with the best. That's why ours are the ultimate in understated opulence
(Limewoodhotel.co.uk, 2013)
http://www.limewoodhotel.co.uk/gallery/sleeping/
10
Cleanliness
It is very important for the success of a business within hospitality industry. Guests are more
likely to remember and come back to a place that is spotless, and maintain the standards of
cleanliness of a 5 stars organisation.
Being a 5 star hotel, the employees use only the best cleaning products in the communal areas
and bedrooms. Chemical free, environmental friendly products are used to maintain the high
standards and meet the guest expectation regarding cleanliness.
Window cleaning is done once a month, and communal areas carpets are cleaned once a year
by professionals whilst communal areas and bedroom are cleaned and tidy on daily basis, to
the highest standards.
The employees are trained to the higher standards, as expectations are high in a 5 stars hotel.
Maintenance
Just like meeting a person for the first time, it takes hotel travellers less than 60 seconds to
form an initial impression of a hotel or resort. Travellers may first take notice of the parking,
signage, decor, carpet, or even the smell. Although each visitor is keyed to something
different, each first impression is influenced by maintenance management(Smith, 2013)
Its the factor that can give a great impression to guests each time they visit a hotel. In a 5 star
hotel is even more important that standards are maintained at all times. The first impression
will stay with them, and they will have same expectation every time they return.
11
12
Task 4
4.1 Perform revenue/yield management activities to
maximise room occupancy and room revenue
The success of an organisation that sells accommodation is due to the techniques that are used
in order to maximise room occupancy. A way of maximising revenue is selling the right room
with the right price.
In a constantly changing industry, many hotels are using modern softwares in order to decide
if their tariffs are not exceeding the general tariff set by the industry. They are a big help in
getting the latest information about changes in the industry, fast and accurate.
Another way to maximise room occupancy and revenue is to implement policies. No
cancelation policy means that customers can not cancel the booking free of charge.
Depending on the organisation the fee will be the price of one night accommodation, or just a
cancelation fee. Another policy used by hotels in order to avoid losing revenue is No-Show
policy that generally means that the fees paid when making a booking are non-refundable.
Also juggling with rooms is a good way of maximising revenue. This generally means to sell
the right room, to the right client, with the right price.
Overbooking is another method that organisations within hospitality industry use, in order to
achieve full occupancy, and is done with the purpose of maximising revenue.
Besides taking care of existing customers, hotels have to implement a good marketing
strategy in order to gain new ones. Using media and internet for publicity will increase
clients database, and will generate more revenue.
Forecastin
g
Statistical
Trend
Projectio
n
Trend &
Seasonal
Judgmental
Smoothin
g
Expert
Opinion
Market
Surveys
Delphi
Techniqu
e
Tourism.bilkent.edu.tr, 2013
Many organisations within hospitality industry are using forecast to determinate the success
or failure of last year activities. Based on the results on forecast, they can take important
managerial decisions regarding future marketing and business strategies. If the data from last
year result that the strategies used were efficient, the organisation will follow the same path.
But in case the results were not good, they will know in advance what area they need to
improve and changes that have to be made in order to maximise revenue.
14
Nr of Rooms
Price
Beds
Occupancy
55 occupied
Single
75
55
75
Twin
60
80
120
Double
80
80
160
Total
215
355
50 occupied by 2
5 occupied by 1
30 occupied by 2
40 occupied by 1
180 room let(260
guests)
For twin and double room the price charged is for a single, as it was hotels choice to
offer them those rooms.
Conclusion
15
The sale of accommodation is the main source of income and generates the highest profit
margin for hotels.
Because the hotel include a large number of employees, responsible for various activities, it is
necessary to coordinate the activities of various departments and staff. Every worker must
clearly understand the duties and responsibilities they have and how their work fits between
the activities of other departments of the hotel.
To maintain standards, and be successful in this competitive market, organisations that
operate within hospitality industry need to adapt to the new trends. The importance of room
division department is indisputable, and hotels are investing more in training and retaining
good, qualified staff for this department. Front office and housekeeping departments are
essential to the success of a business. Whilst the front office is responsible for making a good
first impression, the role of housekeeping is to maintain that.
16
Bibliography
Books
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Dix, C. and Baird, C. 1998. Front office operations. Harlow, Essex: Longman.
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Design,
by
Amy
Locke.
[online]
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at:
http://hotelexecutive.com/business_review/1812/hotel-ffande-means-more-than-justdecorating-and-it-starts-with-smart-design [Accessed: 13 Nov 2013].
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Pictures
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http://www.thenorfolk.com/Rooms
http://www.restup.co.uk/liveup
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