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Contents
Introduction......................................................................................................................................3
Task-1...............................................................................................................................................3
1.1 Discussing accommodation and front office services for different organizations.................3
1.2 Analyzing the roles and responsibilities of a range of accommodation and reception
services staff in the Milestone Hotel............................................................................................4
1.3 Discussing legal and statutory requirements that apply to rooms division operations in the
Milestone Hotel...........................................................................................................................4
1.4 Evaluating services provided by the rooms division in a range of hospitality businesses....5
Task 2...............................................................................................................................................6
2.1 Assessing the importance of the front house area to effective management.........................6
2.2 Discussing the key aspect of planning and managing of the front of house area for a given
hospitality operation....................................................................................................................7
2.3 Discussing the key operational issues affecting the effective management and business
performance of the front office area for a given operation..........................................................8
Task 4...............................................................................................................................................9
4.1 Performing revenue/yield management activities to maximize room occupancy and room
revenue.........................................................................................................................................9
4.2 Discussing sales techniques that rooms division staff can use to promote and maximize
revenue.........................................................................................................................................9
4.3 Discussing the purpose and use of forecasting and statistical data within the rooms division
...................................................................................................................................................10
4.4 Calculating room division performance indicators to measure the success of
accommodation sales.................................................................................................................11
Conclusion.....................................................................................................................................12
References......................................................................................................................................13
Introduction
The place that is offered to travelers is denoted by accommodation. Traveler can do specific task
for specific time that is referred as accommodation. Front of house area deals with client directly
and they are responsible for handling orders of customer. The front house area is the tools for
generating profit for hotel becaue it create impression for the customer. By seeing front house
area customer will be attracted. The accommodation and front office service and the necessity of
it described here. The law relating to accommodation is described here. Roles and
responsibilities of front house area are described here.
Task-1
1.1 Discussing accommodation and front office services for
different organizations
All kinds of organizations don't arrange same kind of accommodation services, and all kinds of
organizations don't manage same types of greeting services in the front side of the office. In
hospitality organizations which include hotel business, restaurant business, and other types of
service businesses, the organizations offer the sleeping places and scopes to the guests, where
sometimes, the organizations provide certain places to people to use for a fixed period, and there
may be other type facilities like offering seat position in a journey (Ball, Kirk and Lockwood,
2003). All those facilities given by hospitality are the examples of accommodation services.
Front-office is the place from where customer can get any type of information and help regarding
the organization. People who are positioned in the greeting place of the organization deal with
clients to ensure guest satisfaction by giving information, by recording complaints, by expressing
notices, and by fulfilling the necessity of the guests. Hospitality organizations must have
reception unit, and reception services. There are many similarities and dissimilarities among
several organizations regarding accommodation and greetings services. Hotels and restaurants
offer many types of greetings services like allocating rooms, offering guards, publishing
messages, and managing cash. Unlike hospitality, distinct types of organizations offer different
types of accommodation and reception services. Educational institutions may offer residential
hostels for the students, and offer getting information, forms, and all needed resources (Ball,
Kirk and Lockwood, 2003). This accommodation and reception services can be various types in
various organization in the world.
and
reception
services
staff
in
the
Milestone Hotel
There might be much difference among housing and greeting service personnel in various
organizations, where the duties of the personnel depend on what is range of the organization,
what benchmark the company follows, how the company is organized, and what are the
objectives of the organizations. The Milestone Hotel's lodging and greeting service personnel can
be categorized by distinct role they have, and may have lots of departments to provide those
services to the guests (Rutherford, 2002). Different employees may have different types of roles
to play by their position in the division. The roles to play by the superintendent of the department
are fixing and monitoring personnels time table at work, considering the policies of the
organization in the personnel's work, ensuring the maintenance of the benchmark. The
receptionist of the Milestone Hotel has several types of roles to play such as giving greetings to
the clients, allocating sleeping places to the clients, recording the information of clients, being
ready to give needed information by the clients (Paige and Paige, 1977). the housekeeper of the
Milestone Hotel of United Kingdom has many types of duties and roles to play in the
organization such as ensuring the purity which is the main factor to attract the clients by growing
up goodwill, and by getting the increment on the clients number of the organization, maintaining
sleeping places with goo standard, ensuring supper environment in the hotel, keeping in a good
position the outside of the hotel.
like keeping the rooms dirt less, ensuring the security of cash, ensuring safety of the guest's
resources. There might be some laws which must be followed by the Milestone Hotel of United
kingdom. The most important act influencing the Milestone Hotel's allocation of sleeping places,
and other places, and which is 'Health and Safety Main Act HASAWA, 1974', where It is
showed that all types of stakeholder such as personnel, mangers, and clients of any organization
will be under supervising regarding their health and security (Boella and Pannett, 1999). There is
much possibility of being sufferer with many disorder in the Milestone Hotel by managers,
personnel, or other people, and so, they must be kept in safety situation by providing all
necessary resources and coaching. There is a need for ensuring fire service management in the
Milestone Hotel to avoid any negative happening. The infrastructure must be modernized by
resources and techniques like smoke preventing, alarm of combustion, and materials to be safe to
prevent the huge loss or to avoid firing in the organization. There is an act regarding the safety of
the information of clients, which is 'Data Protection Act, 1998'. Everything regarding clients
should keep in hidden places, and there is an obligation not to spread those to outside people
(Boella and Pannett, 1999).
future, and thats why, all hospitality related organizations are trying to offer new features to the
guests with so many advantages by the consequences of lots of investigations among the
customers of those organizations.
Task 2
2.1 Assessing the importance of the front house area to
effective management
For any business front of house is plays significant roles. Front of the house is the place by
which management can generate revenue and by this front of house area customer will be
directly dealt.
In hospitality term front of house is the area where at time of arrival guest are welcomed. First
impression relating to establishment is offered by front of house area.
For the business front area of the house is very significant because it creates environment in front
office that is friendly for the customer. The environment will be warm and clean because of this
front of house area (Hurysz, 2014). Milestone hotel create luxurious and perfect destination for
the visitors and travelers who are their customer.
For example Milestone is the best stylish house hotel arrival. Milstone customer approach
patrician house in golden stone by lawns. Their building is awsome and setting is perfect before
remodeling. There is fabulous central atrium and with roof. This settings will work as front house
area for attracting customer.
To give cherished experience to the guest with design related to exterior and interios hotel can
produce this best service to the traveler and customer. The employees of the Milestone is friendly
and always helpful for the customer. This this service Milestone can attract the customer and it
will give them profit.
Stages of customer transaction relating to different services:
Reservation of room
Check in the available room and register
The process begins with reservating room over the phone and internet. When the guest come to
Milestone hotel they will be welcomed and someone will carry the luggage. Staffs of front offcie
will check in the customer and key will be given to them for specific room. Throughout the
process the staffs will be regarded to help the customer.
Before leaving the hotel the staffs will check out for payment of room rent and other service
while living in the room.
All of the services are front of the house related service. Milestone gives the service best because
this will give them revenue. For good service the customer will be back for next travel so
customer will be increased. So it can be said that front of the house area is important for business
revenue of Milestone hotel.
Creating image: In order to make perfect hotel every busines need best location, external and
interior intend. Custom and magnificence will be needed for this purposes. Milestone belongs to
all of the requirement. There is old building having charm and the elements are combined with
luxury of the present time. In Milestone hotel image of magnificence is maintained and there is
welcoming environment. All of the facilities denotes perfect destination for the guest.
Sanitation: If in any hotel there are high standards, place must be clean. For the future customer
clean surroundings are decisional factors. In Milestone hotel in terms of sanitation everything is
spotless (Wolak, 2011). Their lawns and outside environment, bedrooms are clean. For every
business like Milestone hotel sanitation standard and hygienic is necessary because it satisfy the
customer expectation.
Task 4
4.1 Performing revenue/yield management activities to
maximize room occupancy and room revenue
Organization selling accommodation gain success because of the techniques used to maximize
room occupancy. Revenue will be maximized if the right room is sold with right price. Hotels
use modern software to decide whether the tariff is not exceeding the general tariff proposed by
relevant industry. Latest information about change can be got by the company fast and accurately
by this software.
Milestone hotel can maximize room occupancy and revenue by implanting policy. They follow
no cancellation policy that tells that customer cannot cancel the booking without charges (Rouse,
Maguire and Harrison, 2011). As per organization policy the fee will be accommodation cost for
one night or the cancellation fees.
Milestone hotel can use no show policy that means the booking charges are non-refundable.
They can use juggling with room policy that will make revenue and it means to sell to the right
customer with right room at right price.
company and money is spent for them to retain. It is the tool of free advertising that will
maximize revenue.
Marketing strategy is the technique to be implemented to gain new customers besides existing
customers. Customer database will be improved by internet and media that will produce more
sales revenue for Milestone hotel.
Forecastin
g
Statistical
Trend
Projectio
n
Trend &
Seasonal
Judgmental
Smoothin
g
Expert
Opinion
Market
Surveys
Delphi
Techniqu
e
It can be assumed that the total bedding is one lakh. Then the occupancy rate of bedding will be
64%. In 2010 the profit was 12%. For this popularity of Milestone will be increased and in the
holidays is in peak time. The occupancy rate is 64% from various segments. Daily average rate
denotes revenues that are average by rooms occupied and the bed unavailable. The house area
was affected by 25% growth rate in 2010
In order to determine success and failure for last year Milestone use these statistical data.
Important managerial decision is taken depending on the forecasting. If it seems to use the
techniques used in last is efficient then the techniques will also be used this year.
Performance indicator plays important role in generating revenue. The rank of hotel in
international market is shown by it. Room division performance indicator is calculated below:
Type of room
Total room
charge
Bedding
Number
of
Occupancy
50 occupied
Single room
70
50
80
40 occupied by 2
T
50
win room
70
100
20 occupied by 2
D
ouble room
4 occupied by 1
70
70
150
30 occupied by 1
170 room let(250
Total room
190
330
guests)
170
X 100 = 89.47%
190
Percentage of Sleeper Occupancy:
250
X 100 = 75.75%
330
Rate of Average Room:
11900
= 70
170
The price has been changed for twin and double room price so this choice is better to
offer in terms of rooms.
Conclusion
For hotel business accommodation sale works as the sources of income and profit. The activities
of various department and employees must be coordinated. The duties and responsibilities of the
worker will be understood by them properly. In order to sustain and follow standard Milestone
hotel needs to adapt to changes. Organization recently is investing more in training and
development in order to retain the customer and qualified employees. Front house area is
necessary for business success. Organizational front office should make good impression for the
customer who comes to the hotel first time.
References
Ball, S., Kirk, D. and Lockwood, A. (2003). Hospitality Operations. Cengage Learning.
Boella, M. and Pannett, A. (1999). Principles of hospitality law. London: Cassell.
Paige, G. and Paige, J. (1977). The hotel receptionist. London: Cassell.
Prideaux, B., Moscardo, G. and Laws, E. (2006). Managing tourism and hospitality services.
Wallingford: CABI.
Rutherford, D. (2002). Hotel management and operations. New York: Wiley.
Hurysz, M. (2014). Kardyna Edmund Dalbor a tace nowoczesne w odrodzonej Polsce. esdw,
(9), p.237.
Rouse, P., Maguire, W. and Harrison, J. (2011). Revenue management in service organizations.
[New York, N.Y.] (222 East 46th Street, New York, NY 10017): Business Expert Press.
Sarkis, J. (n.d.). Green supply chain management.
Wolak, A. (2011). What we do here is magic.
Xing, Y., Xia, Z. and Dai, J. (2009). Conservation and tourism development of house settlements
in Moso matriarchate in Lugu Lake area. Frontiers of Architecture and Civil Engineering in
China, 3(2), pp.204-210.