... The Rate Info option displays all room rates and a package summary, including taxes, for each night of the guest stay. This is particularly useful when rate changes during their stay. In addition, the totals for room and tax for all nights of the guest stay display in the Grand Total field on the RATE SUMMARY screen. The Register Card feature pre-prints a registration card for the reservation. This option is useful to pre-print the registration card prior to the guest’s arrival. In addition, if the original registration card becomes lost or missing, it is useful to generate a new registration card. The Room Move option moves a guest from one room to another after the guest is in-house. This is only available from the Front Desk when a guest already occupies a room. The Room Plan is useful to organize pre-blocked rooms to maximize hotel availability. In the Room Plan, all in-house and pre-blocked rooms display in a calendar function to view a week at a time. Use this...
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...Introduction: When we start to talk about hospitality and tourism sector and especially in hotel industry, they offer three core product to their consumer: accommodation, food and beverages and these all services are very vital for lodging industry, although the majority of hotels are lead for accommodation, because most revenue deriving from the sales of the rooms (Schneider, Tucker & scoviak, 1999).Hotel room sales account approximately 55% of hotel revenue as against 23% for food and 10% for beverages (British Hospitality association, 2003, table 32, 34 & 36). According to Medlik and Ingram (2003), the operating cost of UK hotel rooms are, on average 26% of room sales producing unit profits up to 74% where as F&B expenses combined are almost 65% of Food and Beverage expanses combined about 35% (table 13 & 18). Thus hotels provides both tangible and intangible products, and its relay on tangible product of food, drinks and accommodation as we discussed in starting, though it’s heavily depend on the sales of intangible products- the service- and its depend on the customer’s subjective interpretation of their experience. And quality rating by consumer can’t be judge because every customer has different grading criteria. That is called ‘Heterogeneity’. Further more the one of the most important features of the hotel product/service is the impossibilities of separation of production from consumption. The production of service and consumption are going simultaneously...
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...a whole back office operation, and front office operation. Back office and front office operations have nothing to do with each other. You as a manager take info from both and make decisions. Back office - making the stuff, factory, plant . / operations start from preference (exogenous from the model) = > utility function In firm we start from technology. => we get the production function Q=f(K;L) - back office operation - we get the cost K = f(q); L = f(q) Front office - where we are selling the stuff. = > We start from Demand, which is exogenous to the model. Q = f(P). In the end we get - Total Revenues. Owner is going to decide how much to produce to maximize profits. Isoquant (IQ) = equal quntity along the line. Here the constraint is C = wL + rK - ISO Cost line C = w(f1Q) + r(f2Q) MRTS = -MPL/MPK = w/r Demand function - Q = f(P) / Revenue = P(Q) Marginal Revenue = dR/dQ π = Total Revenue - Total Cost dp/dq = dr/dq - dc/dq (FOC) @ P MAXIMIZING MR - MC = 0 (MR = MC) Back office is the factory plant, making the goods. Their operations start from technology and in the end get the production function Q=f(K;L) and then the marginal cost. Front office is selling whatever is made in the back office. We start from Demand, which is exogenous to the model Q = f(P). In the end we get Total Revenues and figure marginal revenues. 2) The owner blends the info coming both from back and front offices, to make a decision...
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...Room Division and Operation Management Name Professor Institution Course Date 1.1 Discuss accommodation and front office services for different organisation Different organizations have different ranges of accommodation and reception services depending on the capital invested on the business. For instance, accommodation services for hotels and restaurants can be divided into several categories which include house keeping, booking, and communication and administration services (Lewry, 2012, p.2). The front office services for hotels and restaurants can also be under several categories which include bell service, room allocation services, concierge, information and mails, night auditors and cashiers. Accommodation services generally provide the clients or guest with comfortable, welcoming, attractive and clean services (Lewry, 2012, p.2). Other organizations like learning institutions offer accommodation and front office services as well. For example, higher education organizations like universities and colleges offer accommodation inform of hostels. Accommodation services in these institutions include booking, administration and communication services whereas the front office services include cashiers, enquiries and room allocation services. 1.2 Analyse the roles and responsibilities of a range of accommodation and reception services staff M1: You should adopt a suitable strategy to identify responsibilities...
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...UNIT 6: ROOMS DIVISION OPERATIONS MANAGEMENT Get assignment help for this unit at assignmenthelpuk@yahoo.com LO1 Understand services provided by the rooms division in diverse contexts Accommodation services: roles and responsibilities; housekeeping; maintenance; working procedures; control mechanisms; decoration and furnishings; refurbishment; accommodation environment and occupancy; guest services and supplies; linen services and laundry; cleaning services; environmental issues; health, safety and security; documentation and records Front office services: roles and responsibilities; reception; advanced reservations; concierge; administration; working procedures; control mechanisms; interior design; first impressions; guest records; the guest cycle; occupancy rates and monitoring; selling and promotion; tariffs and discounting; billing; point of sale (POS); payment procedures; cash control and reconciliation; security Legal and statutory requirements: health and safety; hazardous substances; protective clothing; consumer law; price tariff and display; data protection; immigration (hotel records); diplomatic privileges Diverse contexts: hospitality businesses; at least three examples eg hotel, restaurant with rooms, university campus LO2 Understand the impact of contemporary management issues on the effective management and business performance in the front of house area Planning and managing: business/departmental plans; operations; procedures; POS management; security;...
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...Unit Assignment Assignment front sheet |Qualification |Unit number and title | |Pearson BTEC HND Diploma in Hospitality Management |Unit 6 Rooms Division Operations Management | |Student name |Assessor name | | | | |Date issued |Completion date |Submitted on | |05th January 2015 |08th March 2015 | | | | | |Assignment title |Rooms Division Operations Management | |Learning Outcome |Assessment |In this assessment you will have the opportunity to present evidence |Task no. | | ...
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...losing money. They had outdated reporting systems as far as the clients were concerned. The institutional custody business was becoming extremely technology-intensive, with some of the larger players outsourcing their entire backroom function in order to make large operations more effective. * Internal process: The administrative functions were being done both by the front and back offices. There is an environment where everybody could point a finger at everybody else if something went wrong. The trust officers blamed the operations people and the operations people blamed the trust officers. * Intense client demand: (2) What organizational changes that the company should have made during the project to ensure the success of the Access+ project? * The front office of PITS and Personal Trust and the back office of Operation department which were responsible for handling, settlement, and record keeping for securities should made the changes during the project. * All existing trust information would be converted to the Access Plus system and the Operations group would become the primary caretakers of the data, taking over sole responsibility for trust account administration. * While Trust Operations would become centralized, the client relationship managers, sales teams, and portfolio managers would be decentralized to enable them to proactively sell to their clients. (3) What were the strengths and weaknesses of Providian’s approach in managing...
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...Introduction to Hospitality 6e (Walker), this chain of organization begins with the director of food and beverage. Walker explains that the director is responsible for the overview of restaurants, kitchen, room service, and lounges. In addition, Walker writes that the director must manage the business budget, provide proper leadership for employees, identify trends in the industry, and discover any means of achieving maximum profit capabilities. This may appear as daunting and overwhelming tasks, but none of this can be accomplished without the help of the co-workers. There are many active components within a restaurant that operate in sync to provide the upmost customer satisfaction. The kitchen may be considered to be the most challenging operation within the restaurant. Many individual tasks need to be managed and executed to provide proper customer service. In order to maintain efficiency, an executive chef is required (Introduction to Hospitality 6e, Walker). Much like a director, Walker explains that the executive chef must also control costs, the largest of them being labor cost and food cost. Managing costs is considered to be the primary responsibility of the executive chef, and teamwork is required in order for this job to be...
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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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...2009; accepted July 28, 2009. ABSTRACT The paper examines the key issues on system decoupling in service operations of mass customization by conducting a case study in catering services. It firstly justifies the effectiveness of applying concept of mass customization into service system decoupling to deal with the operation dilemma and then reveals the nature of decoupling decisions for mass customization purpose after discussions on the importance of modularization and the role of technologies including IT in the decoupling process. Based on these analyses, a Judgment-Matrix-based model on how to make the decoupling decisions in balancing the multiple operation objectives is then proposed and further research directions are finally suggested. Keywords: Mass Customization, System Decoupling, Customer Contact, Modularization 1. Introduction System decoupling is an effective approach to cope with the influences caused by customer contact by dividing the service system into two components: back-stage and front-stage. However the relevant researches often take a dichotomous perspective, assuming that the objectives of service operations focus on either efficiency (costs and related issues) or services (customization and responsiveness). Mass customization (MC) has been regarded as an innovative way of doing business by putting together these seemly contradictory operation objectives and...
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...Design. Luxury Auto leases, Inc. of new Mexico, USA, has offices in Tucumcari, Santa Fe and Albuquerque. Lisa Dockery, the company president, has an office in Santa Fe and visits the other offices periodically for internal audits. Ms. Dockery is concerned about the honesty of her employees. She contacted Back & Front, CPAs, and informed them that she wanted them to recommend a computer system that would prohibit employees from embezzling cash. She also told Back & Front that before starting her own business she managed a nationwide auto leasing company with over 200 offices and was familiar with their accounting and internal control systems. She suggested that Back & Front could base her requested system on the nationwide one. Required: A. How should Back & Front advise Ms. Dockery regarding the installation of a system similar to the nationwide one? Explain. Black & Front should advise Ms. Dockery not install the similar system to the nationwide one and adopt another that is good for small size company. Accounting systems and internal control are different among companies and it depends on their own characters of the specific companies. As mentioned above, a system with 200 lease financing offices is too much for Ms. Dockery’s company, which is only consisted of three leasing offices. It will cost too much and have a bad effect on the company’s operation. B. What should back & Front advise Ms. Dockery regarding a system that will absolutely...
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...Introduction........................................ 4 4. Activity 2..............................................5 5. Activity 3..............................................17 6. Activity 4 ..............................................22 7. Activity 5...............................................28 8. Activity 7..............................................38 9. Activity 8...............................................41 10. Activity 9...............................................41 11. Conclusion.............................................43 12. Reference..............................................44 3 Introduction Hospitality industry covers the area within the service industry that includes hotel industry. Room division operation is one...
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...Section of the Front office Department. RESERVATION: to accept, block, store, and assign guest room reservation for individuals and groups. Reception. REGISTRATION: to meet guest’s requirement regarding rooms and to establish registration formalities. MAIL: handles guest messages and postage. KEY: to control the giving of keys to the guests’ and responsible for the key rack. INFORMATION: to answer request for information about hotel facilities and services and the surrounding community. TELEPHONE EXCHANGE: to handle the telephone traffic for guest and the rest of the operations. BILLING: to perform the cashiering functions of accepting payments from guest. BELL SERVICE: to provide guest service by carrying their luggage and assisting guest to their rooms. CONCIERGE: to render additional service to guest , usually regarding information outside the hotel premises. BUSINESS CENTER: to provide guest services like computer jobs, receiving or sending fax messages, and photo copying. FRONT OFFICE ROLES- Guest Services, Room Sales, Record keeping, Cost Controls, Verbal Skills, Effective Selling Skills, Problem Solving Skills, Good appearance FRONT OFFICE PERSONALITY- Positive Attitude, Attentive Service, Positive Body language COORDINATING WITH THE OTHER DEPARTMENTS Housekeeping, Engineering, Food and Beverage, Security, Accounting, Sales and Marketing PERSONNEL OF THE FRONT OFFICE DEPARTMENT- Job Description: Job title; Room Division Manager Reports...
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...Food & Beverage and Property Operations. Your program will be designed and adjusted to meet your developmental needs, as well as meet the needs of the operation. It is important to remember that no two programs are alike and the plans listed below are only samples. Our programs are typically eighteen to twenty-seven months. The time period spent in any one of the positions may vary based on your performance. ROOMS DIVISION MANAGEMENT DEVELOPMENT PLAN • • • • • Sample Succession Plan #1 – Front Office Track Guest Service Coordinator/On-Q training Front Desk Manager Overnights Housekeeping Manager Guest Service Manager Assistant Director of Front Office Operations or Senior Front Desk Manager Sample Succession Plan #2 – Housekeeping Track Guest Service Coordinator/On-Q training Housekeeping Floor Manager Front Desk Manager or Hotline Manager Housekeeping Hotel Services Manager Assistant Executive Housekeeper • • • • • SALES MANAGEMENT DEVELOPMENT PLAN Sample Succession Plan #1- Rooms Sales Track • Guest Service Coordinator/On-Q training • Meetings and Banquet Operation Manager • Revenue Management, then Group Service Management • Conference Service Manager • Conference Center Sales Manager FOOD & BEVERAGE MANAGEMENT DEVELOPMENT PLAN • Meetings and Banquet Operations Manager Sample Succession Plan #2 Food & Beverage Track or Restaurant Manager • Purchasing Manager or Stewarding Manager • Beverage Manager • Banquet Service Manager PROPERTY OPERATIONS MANAGEMENT DEVELOPMENT Sample...
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...Departments: As a resort, its blueprints of the interior and architecturehave almost same with hotel. The Front desk, Housekeeping, Engineering and security, Food and beverage, Marketing and sales departments are for the resort’s smooth operation. Front Desk The front office is sometimes referred to as the front desk. In a small, limited-service hotel, the front office may consist, physically, of only that area reserved for guest registration. In a larger property, the front office will consist of many staff members, each responsible for a portion of the office’s management or operation. The duties of Front office are concerning questions on arrivals, meeting times, rates, food and beverage services, directions, transportation services, or whereabouts of the management staff and guests. And it is responsibility for collecting the revenue charged to guests for their rooms, restaurant meals, telephone calls, and a host of other hotel services. When forecasting room demand, accommodating guests, and collecting monies for services rendered, the front office generates a large quantity of data. This is the role of the front office to collect, sort and present these data in way that assists in management decision making. Other roles and responsibilities: Provide friendly and professional customer service at the front desks of the residence halls. Answer phones and respond to inquiries of residents and the general public. Create and issue keys. Sign out games and equipment...
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