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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.
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.
The Portman hotel is one of the luxury hotels in the hotel industry. The size of the hotel is relatively small; it has only 348 rooms and 21 floors. The objective of this hotel is to bring Asian hospitality to the US. This hotel is different from other hotel because it offers the services of personal valet and also it had “ no rules for the guests”.
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.
The hotels are small to medium sized and offer more facilities than a one star hotel. They also include some business hotels where one can expect comfortable and well-equipped accommodation with bath/shower room in all guest rooms. Reception and other staff are more professionalized than a one star hotel. They offer a wide range of services inclusing food and drink.
• To create a reasonable, overall predict and conclusion for the self-service technology in hotels.
There is very much difference between the products and services offered in a four-star hotel and in a bed and breakfast. Since, it is identified that the four-star hotel covers following services and products (Vine, 1981):
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.
These boutique hotels had few hotel rooms with an extra touch personal service in a formal way. Nowadays, many new big hotel chains with a huge amount of rooms are exploring the world of hospitality. For example, The Standard Hotels is a fairly new concept in where The Standard Hotels want to offer a unique experience together with creativity portrayed in art, classic and retro. This was all designed with different strategies in mind to accommodate needs of every guest whether for business, relaxation or socializing. In opposite of creativity, there is also technology which has a huge impact on the informal communication. Technology has improved overall hotel experience. Check-ins can now be handled online or quickly through the front desk, where it used to be a long conversation at the front desk. Less time and communication is needed for the hotel and guests to get in touch with each other to book a room. Excellent room service makes it unnecessary to visit the local bar or restaurant and in-room massage is a replacement for the Spa. When combining all these different elements into one theory, it says that personal contact is not necessary any more to achieve a perfect service within any hospitality
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.
The frontal office of large hotels mostly uses a computerized system to manage the guest information and pass it to other departments in the hotel. The frontal office is made up of a team of people with each person having various responsibilities in handling the guests. For the small hotels front office, the reception desk may not be computerized and mostly the reception area handles all the guest information and also carries out other tasks such as showing guest to their rooms. In general the small hotels do not have a team of people or at times has very few people in handling the guests. (Bardi, 2006)