...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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...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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...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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...INTRODUCTION The practicum training is an integral part of the Bachelor of Science in Hospitality Management and Tourism (BSHMT) program of the City College of Tagaytay (CCT). It is intended to provide students learning experiences and the application of knowledge and skills in hospitality industry settings. The practicum is a co-operative education which aims to achieve an effective blend of classroom study and off-campus work experience in hospitality-related industry. The goal of the practicum is to prepare the student for competent and responsible practice. A successful practicum is one that achieves that goal. The BSHMT program of the City College of Tagaytay considers the practicum training to be among the most important professional preparation activities in which BSHMT students participate. Practicum experiences are intended to allow students to synthesize, apply and refine knowledge and skills learned in their academic experiences. In addition, practicum experiences are one of the primary ways in which department faculty members can observe and evaluate the skills of the student. Because of the importance of students’ practicum, the Department requires the student-trainee to prepare a narrative report of his practicum experiences in hospitality industry. This report was based on the student’s training experiences at the following establishments: Taal Vista Hotel, Taj of Tagaytay and Massimos Ristorante Italiano during the second semester of year 2007-2008 in...
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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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...How to Improve the Working Efficiency at Front Office in Sheraton Chengdu Table of Contents Acknowledgements ………………………………………………………………………………………………. 1 1. Introduction ……..…………………………………………………………………………………………..… 3 2. Analysis of the elements affecting the working efficiency at Front Office 3.1 Characteristics of works at Front Office …………………………………...…………….. 4 3.2 The elements affecting the working efficiency at Front Office ………………... 4 3. LEAN Management in working process at Front Office 4.3 Introduction of LEAN Management ……………………………………………………..…. 5 4.4 Implementation in daily works at Front Office ………………………………….…….. 6 4.5.1 Proposal based on the analysis of guests flow 4.5.2 5S Model – Better Order for More Efficiency 4. Optimize customers’ cognition of Working Efficiency at Front Office (Customer Satisfaction) 5.5 What the customers’ cognition of working efficiency at Front Office ...... 18 5.6 Key elements affecting customers’ cognition and improve the working efficiency in customers’ cognition ….....………..…………………………………………. 18 5. Effective communication for efficient work at Front Office ………..……………..…… 25 6. Conclusion …………………………………..……………………………………………………………..…. 28 References ……………………………………………………………………………………………………………...
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...Rooms Division Department I- HOTEL ORGANIZATION: ( In order to carry out its mission, global and departmental goals and objectives, every company shall build a formal structure depicting different hierarchy of management, supervision, and employee (staff) levels. This very structure is refereed to as organization chart. Moreover, the organization chart shows reporting relationships span of management, and staff/line functions. ( There are two types of relationships that might exist between any two functions at any organization chart. These are: 1. Solid Lines: (i.e.:((((() this kind of relationship shows Direct Line Accountability. To illustrate, if position A and B are linked with a solid line, it means (for example) that A shall report to B, that B shall tell A what to do, when to do, and how to it. Lastly, B shall be liable (i.e. responsible) for A. 2. Dotted Lines: (i.e. (---------() this kind of relationship entitles both positions linked with dotted lines to have a high degree of Cooperation and Communication but not direct line accountability. Usually in the hotel industry, where the sole aim is to satisfy guests, positions, whatsoever level in the hierarchy they occupy, shall coordinate jointly their efforts so as to provide quality, standard product to their customers. Therefore, examples of dotted lines are numerous in hotel organization charts. ( Every organization chart shall be flexible, to reflect the ever-changing environmental dynamics and, hence be able...
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...Tourism Industry Room Division The Rooms division manager is responsible to the GM for the efficient and effective leadership and operation of all the rooms’ division departments. They include concerns such as: * Financial responsibility for rooms division * Employee satisfaction goals * Guest satisfaction goals * Guest services * Guest relations * Security * Gift shop Organizational Chart is shown below: Room division department is consist of six sub departments such as the front office headed by the front office manager, the reservations headed by the reservations managers, housekeeping headed by the executive housekeeper, security and guest services headed by the bell captain. Each department has its vital role in providing first impression to hotel guests. This department is mainly responsible for the selling and maintenance of hotel guestrooms and they provide first impression to guests. Front Office Front office has been described as the hub or nerve center of the hotel. It is the department that makes a first impression on the guest and one that the guest relies on throughout his or her stay for information and service. Its duty is to enhance guest services by constantly developing services to meet guest...
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...MSRSAS - Postgraduate Engineering and Management Programme - PEMP
Module Code Module Name Course Department
EMM515 Lean Operations and Management of Lean Organizations M.Sc. in Engineering and Manufacturing Management Mechanical and Manufacturing Engg .
Name of the Student Reg. No Batch Module Leader
Liju G BUB0912004 Full-Time 2012. SANDEEP. N
M.S.Ramaiah School of Advanced Studies
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...Front Desk Job Description Front desk job description involves greeting and welcoming guests or clients, answering their queries, providing them with necessary information and maintaining records, receiving payments, etc. They are also responsible for promoting various offers and services of the organization they are working with. Front desk agents are the face of the company, hotel or hospital. They are the first ones to greet business associates, guests, patients, etc. Front desk job is an important job, because the impression one has about a particular place will depend on interaction one had with the front desk official. A rude, haughty front desk official will spoil one's impression about the place entirely. Thus, the primary role of a front desk official is to present the organization in the best possible manner. Front desk job description or receptionist job description will vary from one industry to another. An operations supervisor has many different functions in many different career fields. The main responsibility of an operations supervisor is to ensure that the processes and employees working under him are working smoothly and efficiently. An operations clerk handles office duties for a company’s top executive. Sounds simple, but the responsibilities of an operations clerk are vital in helping a company run smoothly. Operations clerks answer phones, greet clients, schedule appointments, type reports and letters written by chief officers, and handle an array...
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...Six Week Training Schedule in Hotel 1. TRAINING Training is generally defined as "change in behavior" - yet, how many trainers and managers forget that, using the term training only as applicable to "skills training"? What about the human element? What about those very same people we want to "train"? What about their individual beliefs, backgrounds, ideas, needs and aspirations? In order to achieve long-term results through training, we must broaden our vision to include people development as part of our strategic planning. Although training covers a broad range of subjects under the three main categories (skills, attitude, knowledge), using the term "training" without linking it to "development" narrows our concept of the training function and leads us to failure. When we limit our thinking, we fall into the trap of: a. Classifying people into lots and categories b. Thinking of "trainees" as robots expected to perform a job function c. Dismissing the individual characteristics of people and the roles they play d. Focusing only on "what needs to be done" without adequately preparing the trainees involved to accept and internalize what is being taught. We are dealing with human thoughts, feelings and reactions which must be given equal (if not more) attention than to the skill itself. We thus create a double-focus: people development and skills training. These two simultaneous objectives will give us the right balance and guide our...
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...DESIGN AND IMPLEMENTATION OF A COMPUTERIZED HOTEL BUSINESS BILLING SYSTEM. (A CASE STUDY OF MODOTEL HOTEL LIMITED ENUGU) ABSTRACT This work is carried out to identify and discuss the need for a computer system in hotel business billing system. A hotel business is a hospitality industry which caters for both leisure and well being of its guest. The duties of hotels are to offer accommodation to their guest and to render services to them. These services are usually personal. The focus on this topic is to introduce computer in the allocation of rooms and billing system of a hotel. The current process of billing is being operated manually and due to this procedure numerous problem are been encountered. A design was taken to computerized the manual process in order to check this problem. The problems were identified after series of interviews and examination of documents after which analysis was made and a computerized procedure recommended. This project will also suggest how to successfully implement the computerized procedure and to overcome the obstacle that would hinder the successful implementation of the system. The new system was designed using Microsoft visual basic 6.0 programming language. This language was chosen because of its easy syntax and features for developing windows based applications. TABLE OF CONTENTS Cover page Title page Certification Dedication Acknowledge Abstract Table of content CHAPTER...
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...*The Guest Cycle in hotel The hotel guest stay cycle can be divided into four main stages. Within these four stages there are important task related to guest services and guest accounting. Front office employees must be aware of guest services and guest accounting activities at all stages of the guest stay. Front office staff can effectively serve the guest if they have a clear understanding of the flow of business in hotel. Guest Cycle also represents a systematic approach to front office operations. 1. Pre - Arrival The Guest chooses a hotel during the pre- arrival stage of the guest cycle. Choice of the guest can be affected by many factors, including previous experiences with the hotel, advertisement, word of mouth referral by friends and colleagues, location, corporate, travel agent booking, hotel name, hotel loyalty program member etc. The guest's decision of making the reservation can also be effected by the ease of making the reservation and the way reservation agent interacted and described the facility of the hotel like room type, room rate, recreational facilities and other attractions near the hotels etc. We can certainly call the reservation area as the sales office for non-corporate or group bookings. Its employees should be sales orientated and present positive, strong image of the hotel. If a reservation can be accepted, the reservation agent creates a reservation on the hotel management software. The creation of this reservation record starts the hotel guest...
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...Back in Paris in 1765, the first was restaurant started by Boulanger. In the beginning, in his tavern, he served the soups which called restorante and later he opened the restaurant named Le Champ d’Oiseau. After the French revolution, in 1794, the French refugee, Jean-Baptiste Gilbert Paypalt, brought the word restaurant to the United States. Paypalt set up the first French restaurant in Boston where served the truffles, cheese fondues and soups. However, this French restaurant was influenced to Delmonico. He decided to open his family-operated restaurants where later counted as American restaurant. Delmonico also is the originator of menu in both French and English with a variety of food and soups. The pattern of eating outside in the restaurant is being more and more attract to the city people especially in rich and famous groups of people. In 1919, there is the public restaurant around 42,600 in the United States. Beside of the food, those restaurants also serve the wine, liquor, cake and ice cream as well. In 1925, the first ice cream franchise was established by Howard Johnson. He opened the first store of ice cream parlor and later persuaded his friend to sell the ice cream called Howard Johnson’s ice cream. However, the first colorful franchise story is the famous Kentucky Fried Chicken (KFC). Colonel Harland Sanders, at his age 65 years old, founded the small restaurant or motel and provided the cooking chicken to his guests. This restaurant can call as...
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...herbs which has been in operations since then. HRI produces lettuces, fresh parsley, mint, cilantro, and sweet basil. Table 1.1 below details the prices of it produce. Table 1.1: Prices of HRI Express Produce Produce Price Big Lettuce 5 0z to 80z $5 per bag Mesclun Mix 6oz $5 per bag Romaine Lettuce 8 oz $5 per bag Fresh Parsley $7 per bag Mint $7 per bag Cilantro $5.50 per lb Sweet Basil $5.50 per lb HRI Express produce are purchased by hotels, resorts and embassy diplomats. Its delivery schedule for the week entails deliveries to Belize City on Wednesdays and to Belmopan on Thursdays. The business is comprised of six (8) persons, namely: • Owner - Sue Hufford as the owner is responsible for the more technical operations of the HRI Express. • Marva is responsible in the book aspect of HRI Express. • Six (6) persons who work on the plantation and oversees the production process. Sales and Collection Procedures An overview of HRI Express’s Sales and Collection Cycle is illustrated in Figure 1.1. The cycle begins with the receipt of customer orders via telephone, email or on site. A copy of the customer order is routed to plantation workers who prepare and package the good requested. The number of packages prepared or orders fulfilled per day are properly logged detailing the quantity and weight of packaged goods. Then the good is taken and to the office for delivery. Packages to be delivered are cross checked by the front office personnel to verify that...
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