...Stewart Hotel Contents Summary Main Contents 1. Current structure and working environment at The Stewart Hotel 2. Proposed new structure based on the information given for the merger with Gordon Meldrum Functions and relationships within the new structure Reasons for the new structure Recommendations to implement the new structure Bibliography Appendices Summary This report hopes to explain in detail the current structure of the Stewart Hotel and how this structure currently operates. Reason will be made to change this structure to best support the development of the proposed merger with Gordon Meldrum and improve moral and productivity. Current structure and working environment at The Stewart Hotel The Stewart Hotel and Restaurant currently runs as a flat structure with Ailsa and Craig at the top giving Instruction (see appendix I). The Stewart Hotel is currently split into two divisions the hotel, and the Kitchen and Restaurant. There are 5 working groups, the Kitchen and Waiting staff in the restaurant and reception, chamber maids and maintenance staff in the hotel. There is also a Reception Manager called Antionio in the hotel, a Sous Chef called Saskia and a Commis Chef called Jordan in the Kitchen. There also an accountant called Clark. Ailsa originally taken on to work within the hotel now has the title of overall General Manager. However she still appears to primarily head up the team behind the running of the Hotel. Her...
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...classmates; my research would not have been possible without their help. Acknowledgement Chapter 1 Introduction Chapter 2 Background of Alendo hotel Chapter 3 Activities recommended at the Reception Chapter 4 Reservations Procedures Chapter 5Basic equipment and procedures at the reception Chapter 6 Etiquette of front office personnel Chapter 7 Recommendations Chapter 8 Conclusion references INTRODUCTION The mere mention of the word hotel conjures up exciting images of a busy lobby filled with international dignitaries, celebrities, community leaders, attendees of conventions and large receptions, businesspersons, and family vacationers. The excitement that you feel in a hotel lobby is something you will have forever in your career. Savor it and enjoy it. It is the beginning of understanding the concept of providing hospitality to guests. As you begin to grasp the principles of a well-operated hotel, you will discover the important role the front office plays in keeping this excitement intact. (Don Hellriegel, 1991) The front office is the nerve center of a hotel property. Communication and accounting are two of the most important functions of a front desk operation. Effective communications with guests, employees, and other departments of the hotel are paramount in projecting a hospitable image. Answering guest inquiries about hotel services and other Guests, marketing and sales department requests for information on guest room availability, And housekeeping department inquiries...
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...Scenario You work in a junior role for the Bournemouth Computer Repair and Maintenance which has been commissioned by the Ringwood Arms Hotel to provide a report on their computer system and the options available to them. Obviously, the business is coping in the current market but there is always scope for improvement. Part of the improvement can be achieved through the better management and processing of the information both at their fingertips but also external to the hotel CASE STUDY ASSIGNMENT CASE STUDY: THE RINGWOOD ARMS HOTEL Overview The Ringwood Arms is a medium-sized hotel which has 50 bedrooms. It is privately owned and located in the countryside near the town of Bournemouth in the South West of England. The Ringwood Arms has a restaurant and a bar, which are open to non-residents. There are also function and conference facilities which can be booked by individuals and companies. Publicity The hotel's main method of advertising is via the internet and in Town and Country magazine (published monthly). It also places advertisements in the local, weekly, free Advertiser newspaper. It does have an entry in www.thomsonlocal.net. It also has links from tourist board websites, magazines, etc. However, Sally Chester, the owner, is always looking for ways to attract guests to the hotel. Sally’s son, James, runs the reception area and is able to use the guest database to analyse the type of guests, using the lengths of stay, home regions...
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...and diversity of the hospitality industry so that your report will help The Mittal Group to take a decision. 1.1, M1 Assume that if I am a senior team member in “Expert Business Consultancy Firm” then my role is to show/give the information about the current scale, scope and diversity about the hospitality industry so that The Mittal Group will invest in hospitality industry and the information was briefly describe given below:- 1.1 Hospitality industry The Standard Industrial Classification (SIC) (1968) defined it as 'establishments (whether or not licensed for the sale of intoxicating liquors) providing meals, light refreshments, drink or accommodation (.Jones, 1996). Knowles (1996:2) further describes the hospitality industry as 'any combination of the three core services of food, drink and accommodation...a blend of 'tangible and intangible elements - and the service, atmosphere and image that surrounds them. Hospitality defines as the “reception and entertainment of guest, guest visitors with good well and friendly service”. Hospitality Industry is responsible for warm and friendly service to the people who have left their home for different propose service may differ depending upon type of the guest. Some of the examples of the hospitality industry are hotel, restaurant, pubs, nightclubs, travel agency, airlines, hospital etc. (Gurung, 2010) As Nepal is a country of Mount Everest, birth place of Lord Gautam Buddha, country of diverse culture, tradition, garden...
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...diverse types of accommodation options that are available for potential customers of hotels or any other hospitality industry. In this report I will be looking at the requirements needed for recruitment in different industries of hospitality also I will be debating job roles, responsibilities and the correct qualifications which is needed in order to be considered for employment within the fourteen hospitality sectors. Furthermore the report will be analysing the managerial operations and legislative issues which are resulting from recent changes that is affecting the hospitality industry also in this report I will be presenting justified prediction for potential trends and developments in hospitality. The hospitality and catering industry can be divided into two main sectors; commercial and public sector. 2.1: Assessing the staffing requirements in the Hospitality Industries: The hospitality industry is commonly defined as hotels and restaurants, however the industry has twelve other different sectors apart from the two that are commonly defined; hotels and restaurants which makes it 14 sectors in total. The sectors of the hospitality industry are: Events, travel services, tourist services, visitor attractions, self catering, holiday parks, hostels, membership clubs, contract catering, gambling, pubs, bars, nightclubs and hospitality services. Due to the hospitality industry being vast, staffs are employed from different parts of the community and the world, this is proven...
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...Rooms Division The rooms division is one of the key departments within a hotel, involving the sales and the delivery of services and facilities for the guests. According to Baker, Huyton and Bradley (2000), this department is the most important as rooms sales are the main source of revenue for the business. This department is usually divided into two departments: front office and housekeeping, however Dix and Baird (1998), explain that larger hotels will have many more smaller departments including advance reservations, reception, cashier and so on. The role of the front office derives from the guest cycle, which according to Baker, Huyton and Bradley (2000), refers to the stages of a typical hotel stay. These stages include pre-arrival, arrival, occupancy, departure. During the pre-arrival stage, the role of the front office involves making a reservation for the guest, which could be via telephone, online etc. During the arrival phase, the front office will complete the registration, allocate rooms and issue their keys. During the guest’s stay, the front office is responsible for responding to the varying needs of each particular guest and could include handling telephone calls, transportation, mail and information, currency exchanges, safe deposits and maintain guest’s accounts. During the departure phase of the guest cycle, the front office will be responsible for handling check-out, bill settlement, baggage handling and transportation, which will once again depend on...
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...Court Hotel. I will use both primary and secondary research to analyse how both induction and training procedures impact on the level of customer service provided. My sources includes: Bromley Court Hotel website, my visit to the hotel and interview as well as my own observations. I will also use secondary sources such as Bromley Court Hotel staff handbook, hand-outs, leaflets as well as business travel and tourism textbooks. Bromley court hotel is part of the Best Western group of hotels. It is located in South-east London, Bromley. The hotel opened in 1931 by the current owners, the Frenkel family. Bromley court hotel is owned by Richard Antony freckle who is the present company director, the family have owned the business since 1931. The business through has changed over the years. In 1801 Charles Long purchased the deeds, he rebuilt the property in 1969 and a major extension was added. From then on the hotel has been refurbished continually. It is currently a 3 star hotel but hopes to achieve 4 stars in the future. Bromley Court Hotels mission statement is to provide good, professional service to all customers with their highest standard at all times, another objective is to treat employees fairly and with respect. They aim to increase sales as they have other competitors nearby such as Travelodge. Both induction and training are important to organisations in delivering effective customer services and in preparing staff for their job role. Training gives the staffs of Bromley...
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...It is the world of hospitality operation and management including service about how to achieve business excellence. Room division operation includes different departments related with care, provision and selling of the rooms which covers housekeeping, front office, reception, front house, linen and laundry, telephone operator, doorman, mail and messages, concierge, valet and butler (John and Brown, 2003). As we know accommodation includes type of services which helps for staying that consists of hotels, motels, clubs, cruise liners and hospitals with different range of facilities. It provides bedroom, suite, apartment, cabin and hospital wards for guest to enjoy and entertain. The range of accommodation service includes the different of housekeeping and maintenance. Different organisation does have different way and style and accommodation and service to fulfil guest requirement. Reception is the place within hospitality operation management which makes first interaction with guest. The roles and responsibilities of staff regarding housekeeping includes planning, providing, serving, cleaning rooms, public areas, supplying anything required, managing laundry and day cleaning, providing comfort and recreation, preparing documentation and record keeping, manage floral management, ensure health, safety and security, make everything looks good with nice furnishing and refurbishment to ensure accommodation environment encouraging occupancy by housekeeper, wardens, matron and domestic...
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...internship in the Disneyland Hotel Mr. Ruben Hilberink, who allowed me to use his research on performance quality management while he was in college which inspired me in finding the company problem statement of this paper. While his research focused more in the implementation of performance management in the workplace in general, he advised me that it could be a good subject concerning the hospitality industry, precisely at the level of the reception where the performance can be measured easily. Following his advice and being interested by the subject, I therefore decided to study more precisely this process and how it was implemented, rightly or not, in the Disneyland Hotel. Apart from this person, I would also like to thank my manager Mr. Oliver Drutschmann who hired me as a Team Leader intern and allowed me to work in this environment, involving me in several projects such as the transformation process of the majority our standard rooms in terrace rooms situated in the main floor of our hotel (in order to get a higher average price / room) or empowering me and other team leaders in taking operational decision related to management. I had also the opportunity to work with a wonderful team, always available if needed and I’m grateful to them as my time at the Disneyland Hotel was very positive in terms of personal and professional experience. 3. Table of contents 2. Acknowledgments 4. Development I) Introduction II) Disneyland Paris: the Disneyland Hotel III) The overall quality...
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...ROLE OF TECHNOLOGY IN THE SERVICE COUNTER There are FIVE (5) modes that technology’s contribution to the service encounter that is because of advances in communication and information technology are having a profound effect on ways customers interface with service provide. The modes are as below: a) Technology-free service encounter b) Technology-assisted service encounter c) Technology-facilitated service encounter d) Technology-mediated service encounter e) Technology-generated service encounter (self-service) In relating this model to the hospitality service industry, we choose Sunway Resort Hotel and Spa. This hotel located just 25-minutes from the heart of Kuala Lumpur has 1234 guestrooms, suites, villas and serviced residences. The flagship 5-star Sunway Resort Hotel and Spa offers newly renovated Club and Premier rooms and suites, while The Villas presents 17 luxurious Asian-styled accommodations. Besides the variety of accommodation under one, this amazing “resort-within-a-city” landmark also features the Balinese-inspired Mandara Spa, a fitness centre, a theme park with the largest manmade surf beach, extreme sports and wildlife interactive zoo, an upscale mega shopping and entertainment mall with over 700 specialty stores, a medical centre, educational facilities and a multitude of distinctive business and leisure facilities. Below are the examples on roles of technology in the service encounter based on the example of Sunway Resort Hotel and Spa, Kuala Lumpur: ...
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...success as a philosophy of management in manufacturing industry. This| |paper examines the differences between the manufacturing situation and that of service industry in general and the hospitality | |industry in particular to identify the similarities and differences and highlight the likely difficulties in implementing TQM in | |the hospitality industry. We conclude that the primary area of difficulty is in identifying appropriate quality measures. Some | |approaches to overcoming the problems are suggested and a case study of the application of measurement techniques in a hotel is | |described. | |1. Introduction | |Visualize the lobby of a hotel that is renowned for its quality service. The General Manager is discretely observing the activity | |in the foyer. | |Nearby is the front desk and guests are being checked in, and from his vantage point the Manager can hear what is being said. | |The front desk clerk is confirming the arrangements of the booking with the...
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...servicing, hospitals, physicians, and charities. When we go into a car dealer to buy a new car operations management have played the key part of getting the product to the customer by the use of automated machines that help build the car to the customers required specification. Operations managers are hired to achieve the overall business objective of getting the product and or service created and delivered to the customer as soon as possible. The operations managers will also help to offer suggestions on ways to improve a product or service. These improvements will untimely benefit the customer or to keep up with changing trends. In this assignment I will compare two hotels, the Formule 1 hotel and the Mwagusi Safari Lodge. I will examine what the role of technology is within both hotels and also the role operations staff play when they are delivering an appropriate level of service. I will also explain the main differences in the operations management challenges that face both the Formule 1 and The Mwagusi Safari Lodge....
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...notable success as a philosophy of management in manufacturing industry. This| |paper examines the differences between the manufacturing situation and that of service industry in general and the hospitality | |industry in particular to identify the similarities and differences and highlight the likely difficulties in implementing TQM in | |the hospitality industry. We conclude that the primary area of difficulty is in identifying appropriate quality measures. Some | |approaches to overcoming the problems are suggested and a case study of the application of measurement techniques in a hotel is | |described. | |1. Introduction | |Visualize the lobby of a hotel that is renowned for its quality service. The General Manager is discretely observing the activity | |in the foyer. | |Nearby is the front desk and guests are being checked in, and from his vantage point the Manager can hear what is being said. | |The front desk clerk is confirming the arrangements of the booking with the guest and the...
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...provides employment but also plays a vital role in the economic returns of a country in the form of foreign exchange. Also the interaction with people from different cultures, thus educating people, is brought about by the hospitality industry. Hence, Hospitality industry plays a major role in the development of economies. The hotel industry is a sector of hospitality business that revolves around providing accommodations for travelers. Success in the hotel industry relies on catering to the needs of the targeted clientele, creating a desirable atmosphere, and providing a wide variety of services and amenities. Managing hotels has grown from its modest roots in providing the bare essentials of lodging into a large, multi-faceted, and diverse industry. (www.wisegeek.com) Hotel-keeping is a cyclical industry that closely follows the nation's economic phases. Wide swings carry the hotel business between peaks of exceptional profits and troughs of outright distress. Hotels are important globally as providing the facilities for recreation and entertainment, meeting and conferences and business transmission. When hotels are essential for the economies and societies are appropriate to transport. Hotels contribute the output of goods and related services which build well-being of their nations and communities. Visitors spend the hotels and contribute the local economies directly and indirectly. When foreign visitors avail the facilities of these hotels the foreign currency is earned through...
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...Wedding date: Dec,2014 *Reception only. The project background and description We provide more than just wedding planning services. Our comprehensive wedding services create the most remarkable and memorable wedding to the couple. Besides the normal wedding planning services, we also take care on other personalized details, like personalize theme design, in the case of our customer, Idina Menzel, inspired by the Walt Disney Animation, ‘Frozen’, which will be a truly magical winter wonderland wedding ceremony and reception. The colour of the wedding will mainly be light blue and white, crystal and snowflakes will be widely used. Olaf, the cute little snowman will also appear around the venue to give a finish touch of this wedding. Project justification As the singer of ‘Let it go’, the popularity of ‘Frozen’ made Idina’s name widely known, which bought her career to another level, and additionally, the ‘best original song’ rewarded achieved in the Oscar 2014, pushes Idina Menzel to the top of her singing career. Since our aim is to provide personalized wedding for every customer, we have chosen ‘Frozen’ as the theme of the reception, which we believed can mostly represents her character and allowed her to be like queen Elsa, on this important day. In the movie ‘Frozen’, the ice queen Elsa has finally get rid of her previous luxurious seems-like life and started a new, beautiful fresh one. Today, Idina is experiencing her second turning point in life, fully enjoying...
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