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Sex discrimination act p 4
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Task 1: 1.1 Discuss accommodation and front office services for different organizations.
As there is difference in service between a 5 star and a 3 star hotel, discuss the accommodation and front office services for these two different hotels.
There is an absolute difference between a 5 star hotel and a 3 star hotel. In which, people tend to see a 5 star hotel as the better, more luxurious, modern, state of the art and has more advanced facilities available, whereas a 3 star hotel would be a standard, convenient, hotel where standard quality and service are provided. An example of a 5 star hotel is Rizqun International Hotel and an example for a 3 star hotel is Brunei Hotel.
In a 5 star Hotel – Rizqun International Hotel, one of the front office services are luggage storage. Luggage storage is a room that guests can put their luggage before or after the check in and check out procedure. For example, the checkout is at noon but the guest’s flight is not until 7 in the evening. The guests can store their luggage in the storage room and go out to shop or explore Brunei.
Another front office service is mail and postage. “Guests may ask front office staff to arrange for outgoing mail, and receptionist’s will need to be familiar with the requirements, speed, security and cost of different types of service available. A large hotel such as Rizqun International Hotel there will probably be a dedicated back office mail room, where all the various operations can be handled discreetly and efficiently”. (CTH Diploma In Hotel Management, 2009, p. 216)
Also, travel desk is another front office service Rizqun International Hotel provides. They take care of travel arrangements of guests such as air ticketing, sightseeing tours, airport ...
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...ry requirements by the Hotel Association of America. Discuss three main legal and statutory requirements.
One of the main legal and statutory requirements is The Hotel Proprietors Act 1956.
“A hotel defined as an “inn” has an obligation to accept bona fide travellers who appear able and willing to pay a reasonable sum for the services and facilities provided, and who are in a fit state to be received.”
Another requirements is the Sex Discrimination Act 1975.
Bibliography
CTH Diploma In Hotel Management. (2009). BPP Learning Media Ltd.
LCB, D. S. (2014). Rooms Division Operations Management.
Mini Bar Wikipedia. (2014). Retrieved from Wikipedia: http://en.wikipedia.org/wiki/Mini-bar
Royal Brunei Airlines. (2014). Retrieved from Royal Brunei Airlines: http://www.flyroyalbrunei.com/royalbruneiholidays/2012/12/17/brunei-sightseeing-tours/
First, the lodging facility needs to be able to have enough rooms and beds to accommodate her employees. That being said, her employees, depending on how they many they are, she could be able to book at least 2 people per room seeing as there are at least 200 people attending. Rooms should also have basic needs such as bathrooms/toilets, fridge, coffee, and a television for his guests.
...on database. They need to assist front office manager in responding to the incoming telephone calls and emails.
We recommend Vikram to use service quality framework (SERVQUAL) as a scale to measure and manage hotel guest’s perception of service quality in terms of five dimensions (session2 slide#45), which are (i) Reliability – OV employee’s ability to dependably and accurately perform the promised service to consistently delight its guests (ii) Assurance – Knowledge and courtesy of OV employees, and their ability to convey trust and confidence. (iii) Empathy – OV’s individualized attention and customized care it offers to its guests and understanding the customer to anticipate guest needs, wants and desires to enlighten the service. (iv)Tangibles – Refers to OV’s lavish tents and other physical facilities, equipment, pleasant appearance of OV personal, etc. (v) Responsiveness – OV’s willingness to help customers and provide prompt
“One of the most distinct reward schemes utilized at Hilton hotel is the “Spirit to Serve”. Hilton’s most vital concern is the employees and is considered as the most vital principle in the hotel. Employees always search for an environment where they can adjust themselves better, satisfy their mind and soul and personal development. Hilton offers a home like atmosphere and pleasant working environment to their colleagues thus holding a reputation of employee caring, dependable associates which are not only ethical in their jobs but trustworthy.
Hotels have legal requirement to follow the fire and safety law 2006, ensuring the correct and in use fire alarms and extinguishers are available, and all fire exits are cleared and visible. Health and Safety Act ensuring staff are trained controlled substances (COSHH) making sure products are stored away and correct labels on them. Hotel should also follow Data Protection Act 1998 protection of customers information ensuring that its stored and kept in safe place.
According to Abraham Maslow theory of Maslow's hierarchy of needs, the first stage is need to satisfy physiological needs included air, food, drink, shelter, warmth, and sleep there are most important things of human. When people leave their house and go for travel the two basic things they needs which is accommodation and food, and hotel industry exactly provides both things. Hotel also can defined that as a “Home away from home”. According to the dictionary of hotel meaning, a building to provide lodging, food, and other services for travellers and guests on a short-term basis and they need to pay for that (oxford dictionaries and Wikipedia). The author A.M. Sheela as mentioned that hotel is the place where the tourist stops being the traveller and become a guest. Hotel not only offer accommodations and food, it also provided wide range of services such as lounges, banquet facilities, and entertainment facilities etc.
Usually denotes hotels that offer consistent quality amenities and are small to medium sized conveniently located at moderately priced locations and attractions. They provide telephones and TVs in guestrooms. Limited restaurant services are provided but room service and bellhop service not provided.
• To create a reasonable, overall predict and conclusion for the self-service technology in hotels.
Hospitality can be defined as the relationship process between a guest and a host. It may involve services in restaurants, hotels, resorts, clubs or other services that deals with tourists (Barrows & Bosselman, 1999).
The Wyndham has executed a compliance program to strengthen ethics throughout the company. They have drafted a thorough Code of Business Conduct that has received top scores from the Ethisphere Institute for its comprehensiveness and availability to stakeholders. Another way the Wyndham contributes to customer is creating a customer relationships. When consumers think about and associate the Wyndham hotel company the first thought that should come to hand is an upscale hotel chains that targets high end consumers. However, the Wyndham targets travelers from across the world and social status. For example, they have different hotels that expend the reach of consumers some of them include Wyndham Hotels and Resorts, Wyndham Garden, and Wyndham Grand Collection, Days Inn, Super 8, Travel Lodge, and others. This strategy allows Wyndham to avoid brand confusion but also set apart with having a wide variety of consumers. Ending with Availability of products and customer care services: The products of the Wyndham are always available in markets and keeps on changing customer requirements. Their customer care service is also effective that help customers in making right and quick
The Hotel industry has become very important in the past years due to immense traveling and growth of international business. Hotel industry not only plays an important role in the life of people but as well as the economy of the country. Development and advancement in the Hotel industry have rapidly been taking place and especially since the rapid change in technology, it is very important for hotels to be promptly keeping up to date. When the hotel industry is spoken of, there are many famous hotels but one hotel company that has been outstanding in growth and other aspects of business, like in Leadership, Teamwork (Employee turnover), Motivation (Customer retention and satisfaction, Goals and objectives, (changing the way hotel business has worked), and Change within the company; structurally inside and physically outside, adding elements, like entertainment, gaming, and outdoor activities, is the Hilton Hotel Company.
As more and more travelers are getting educated and prefer to using internet for their room reservations. Thus, hotel should implement information technology such as Central Reservation System (CRS) or others to convenience for the guests. Sharma. A (2015) studies the important and usage of information technology in front office by selected hotels and reveal that information technology is normally used by hotels for guest to make reservation from their phone. This is because smart-phones and tablet computer have replaced desktops and laptops and social media updates from mobile phones are the preferred
Room and rate assignment , creating a guest folio and special requirements helps managers plan. Pre registration is used to select specific rooms for guests , picking them up from the air port i.e. arranging a taxi and also dietary requirements. Because of pre registration , front office can notify housekeeping on the guests request by viewing their history records and memo’s for specific requests and preferences.
I am covering the nuances of resort fees, bags fees and the overall measure of customer satisfaction through websites like Trip Advisor, Yelp and such in this essay. In today’s hyper competitive hospitality market where there is little to no difference in overall services offered, small charges like resort fees and baggage fees make a big impact in customer satisfaction. It can mean the difference between excellent reviews and negative reviews on websites like Trip Advisor and Yelp.