...1.2 Roles and responsibilities of accommodation: Front Desk administrator and Staff The front desk staff will take suspicions by phone, cancel reservations, check in visitors, check guests out, and keep the front reception desk area and entrance hall clean and respectable. As a front desk negotiator, you may be necessary to help in other areas of the hotel, such as cleaning, during demanding seasons or if staff is short-staffed .You will be in charge for large amounts of cash, authorizing guest refunds, and attractive care of any guest complaints or room issues. Housekeeping Staff and Laundry Housekeepers are in charge for the sanitation of all rooms in such a way that a guest would not appreciate someone had just checked out of the space earlier that same daybreak. You will also stripe all linen off each double bed and make each bed according to the hotel principles. The guest rooms are carefully cleaned and clean before a guest arrives. Smaller hotels may need the housekeepers to do the laundry, which will require you to wash, dry and fold all linens, as well as sheets, pillowcases, comforters and blankets. As a laundry person, you would be requisite to also take away stains that may be in any linen, when potential. Hotel receptionists, like hostesses in a bistro, are the first contact a person has when incoming an organization. A Hilton and Marriott hotel receptionist gives a first intuition of the entire hotel. Helpful, personable, specialized and efficient overhaul...
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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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...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. | | | |Criteria...
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...Two-Person Writing Assignment (6-10 pages, double spaced): Two-person Assignment is (1) to define specific business problems/needs you may face, describe what the existing operations are and why they are problems, and provide the overview of the Industry the problems belong. (2) (Problem Descriptions), (2) to address the problems and needs by defining the solution steps/processes, and search relevant information technologies for the solution process automation on the specific problems and needs (Solution Process, Technology Applications and Automation). Two-Person Writing Assignment (6-10 pages, double spaced): Two-person Assignment is (3) to define specific business problems/needs you may face, describe what the existing operations are and why they are problems, and provide the overview of the Industry the problems belong. (4) (Problem Descriptions), (2) to address the problems and needs by defining the solution steps/processes, and search relevant information technologies for the solution process automation on the specific problems and needs (Solution Process, Technology Applications and Automation). The purpose of this paper will include an assessment of the role Information and Communications Technology (ICT) plays in addressing problems/needs in the operation of today’s hotels. In a highly dynamic market whose survival depends on responding rapidly to the changes in related factors; ICT systems must be custom designed to match the objectives of the...
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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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...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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...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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...industry will be examined in order to conclude how teamwork makes these businesses tick. 1. Food and Beverage The food and beverage industry is often a hectic one, but in order to maintain balance, teamwork, leadership, and communication is required. According to 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...
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...situations and problems. After guests check in at the front counter, hotel rooms will be the first place where the guests go to. This meaning hotel rooms will be the first impression to the guests. The standard of the hotel rooms are important because it will influence guests expectation whether failure or meet the guests expectation. Room division operation is one of the main department to operate a hotel business. The room division operation have a strong relationship between front office operation and housekeeping operation (Hasan, 2011). The business...
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...manufacturer of hospital beds and metal furniture (bed stands, tables, cabinets, etc.). This hospital room product line has been a “cash cow” for HEI since the founding of the firm 35 years ago by James Robinson, Sr. In recent years, however, HEI’s market share has become eroded by some of the big office furniture firms, both in the United States and abroad, who are starting to diversify into the health institution market. Mr. Robinson has been easing into retirement the last couple of years. His only child, Rob, was made CEO three months ago. Rob came up through product engineering for two years and then headed up operations for the past four years. Rob had been a three-sport star athlete and student body president in high school. He then went on to State University where he graduated near the top of his class in mechanical engineering. In his new leadership role at HEI, Rob’s vision is to take the firm from being a low-tech bed and metal furniture manufacturer that is going downhill to become a high-tech medical equipment manufacturer. Rob is convinced that even though this would be a dramatic change for HEI, there is enough of a foundation and culture in place to at least start a new division focused initially on operating room equipment. Rob’s marketing manager had commissioned a study with a marketing research firm that concluded operating room equipment supply was not keeping up with demand and was way behind the rest of the health care supply...
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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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...HOTEL EXPENSE ACCOUNTING In the accounting terminology, expense is an income statement account representing the cost of items consumed in the process of generating revenue (ex. Cost of Goods Sold) or that expires due to the passage of time (ex. Depreciation Expense). Expense cannot be mixed with expenditure. For, Expenditure represents the purchase amount (whether paid in cash or credited with the Accounts Payable) of a certain asset. To illustrate, suppose, on January 1st, 2001, XYZ Company paid $ 10,000 cash in order to purchase some equipment this is called expenditure and is journalized as follows: Cash $ 10,000 Equipment $ 10,000 However, on December 31st, 2001, XYZ shall allocate a certain value of the initial investment of equipment to be placed as an expense to show that a certain portion of the equipment has been already used to contribute to Company's revenue. Suppose that this amount was determined to be $ 650. This very amount is called an expense and is journalized as follows: Depreciation Expense-Equipment $ 650 Accumulated Depreciation-Equipment $ 650 According to the matching principle, all expenses must be recorded in the same accounting period as the revenue that they helped to generate. In the hotel industry, expenses are divided into two main categories: • Direct Expenses: These are the expenses that vary with the level of production. For example, in the Food and Beverage department, the Cost of Food Sales is a direct...
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...paths in our Management Development Program. We are offering management development positions in Rooms Division, Sales, 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...
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...about what works and what doesn’t will help organizations run better.” The Administration at Providence Medical Center encouraged all of the internal staff divisions to contribute their ideas to help lower costs and improve patient care. Since they were open to suggestions from all staff, they embraced the challenges of innovation. For example the nursing team came up with an idea to help reduce falls by patients when they are walking about in their rooms. Their evidence-based idea was a success and reduced the falls of patients. I think evidence based-management seems like a good way to run a hospital, or any type of or organization for that matter. The Management of the organization, company, ect. Develops ideas, and rationally decides which will be the most effective with what they are working towards changing. After putting their changes in motion, the company can check the results of their changes within a time frame, and then decide whether there is any evidence of improvement. 2.) Providence Medical Center implemented scientific management by using mathematics for a variety of things while they were deciding which changes improved the way the hospital was operated and in making new plans. For example providence maintained mathematical model studies to evaluate how their changes affected each operation in each division. The difference in numbers for day’s patients stayed in the hospital, the number of accidental...
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...open-door culture Instead of sitting behind the office training room, ExxonMobil requires their new employees get straight down to work. Basing decisions on Facts & figures At ExxonMobil, everything they do needs to be quantified and nothing is done based on a hunch or feeling. International environment ExxonMobil is active all over the world and has countless international affiliates, where you could be assigned. Results Oriented At regular intervals, you will meet with your supervisor to discuss your responsibilities and your performance. Career development & Training Special attention goes to the development & training of their people. Being a team-player Staff have to learn with and from each other. There is no room here for mavericks. Taking initiative & rising to the challenge At ExxonMobil, it is a real career. They will provide the opportunities…it’s up to individuals to step up, take initiative & rise to the challenge! http://www.esso.be/Benelux-English/careers_experienced_fit_culture.aspx How does the management or organization chart of the company works? ExxonMobil change their policy and physical state of the organization according to the demand of the time from merger and adoption. There is well communication connection across the organizations (http://www.ukessays.co.uk/essays/management/the-exxonmobil-corporation.php) ExxonMobil adopted Operation integrity management system (OIMS), the important elements in...
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