There will have some department that in room division which is housekeeping department, front office department, and there will have reservation, concierge, and so on. Room division is a very important thing in the hospitality industry, so the products and services of room division are very important. Therefore, in the JW Marriott Kuala Lumpur Hotel, they will have some products and services provide to guest which that guest expected. For the housekeeping in this hotel, the product and service is provide amenities and linens, and the service is room service, clean room. In front office department, the product is providing wet towel, room key and welcome drink.
Relationship between Rooms Division and Sales and Marketing Sales and marketing: responsible for public relations, promoting, advertising, marketing and selling rooms and other facilities and amenities in the hotel e.g. function rooms, restaurants. If marketing department wasn’t able to conduct their feasibility study correctly and their targeting the wrong customers, they didn’t just waste their time and effort in conducting the study but, as well as the financial resources they use for advertising and promotion. Or if they were able to conduct successful study the hotel will benefit from it by having high sales and occupancy rate. Teamwork in Rooms
The families like to visit kid-friendly as well as relatively inexpensive restaurants, discounted additional rooms, etc. Therefore, the portfolio of price should be designed accordingly so that a maximum number of families can afford the services of Hilton Hotels. The services, demanded by the business travelers are much different from the previously discussed groups. The previous groups come and visit for holiday purpose usually. But, the purposes of business personals are extremely professional.
Other than that also can explain the tangible service quality is the hotel front office of the external environment. In addition, the general grooming of the staff also falls under the tangible aspects. This dimension is created first feeling about the company and it is important to make a positive impression on a customer as the viewpoint of author (Daniel and Berinyuy 2010, p 12). Based on the data of (Srinivas Rao & Charan Sahu 2013, pg. 39), can notice that guest is most emphasizing on staff dresses appropriately.
They also have booking platforms on their own brand website and so customers can go direct and they use travel agents via the GDS for indirect distribution. Brand – Both 6S and BTHR have developed unique brands and have strong value assignments and brand values such as a focus on nature, wellness and sustainability. Customer Engagement – Customers are granted great autonomy and authority to shape their own experience such as deciding when and where to have breakfast and the activities they wish to do at the hotel. By having own reviews on their brand websites these hotels have created a sense of community to better engage their customers and their loyalty programmes give their customers status allow them to recognize their
(B, Vermaat, and Shelly, 2011) Hotels are basically focused on service as a product that they offer. Management information system enables hotels to provide information for a decision support process of management. As well as, it assisted the organization to achieve the business aims in a most well organized manner. Despite the decision making is not limited to a specific level, for globalized company like IHG hotels for instance, the management information system is expected to aid all levels of management in leading the business operation. 1- It allows hotels to assist themselves and identify and show weaknesses of the hotel revenue reports, staff employee reports, sales reports and so for.
Obviously, when information about booking, cancellation and amendment terms is available and understood by the customers or when different prices are charged for products perceived by them as different, customers are more inclined to accept revenue management practices. In the other cases, when discounts are insignificant compared to booking amendment/cancellation restrictions or the latter are changed after the booking has been confirmed customers will be dissatisfied. RM goals, data and information gathering, analysis RM process starts with the goals setting by the revenue manager with specific strategic (several years), tactical (weeks/months) and operational (days) time horizon. The RM software gathers the necessary operational data and information provided by the hotel’s marketing information system. The operational data is analyzed to provide the
The Hospitality industry is defined as "hosts offering services to guests", which includes reception, entertainment, and other services for travelers and tourists. Hospitality is a long running folklore in India. India holds a special place in the international world of hospitality. In the highly competitive hotel industry, where products and services have reached “commodity “status, hoteliers are required to find ways to set their products and services apart from other. Every time the consumer takes the direct path to hotel, marketers save on marketing and sales spend required to capture new customers and induce them to select their services over competition.
To achieve the Brunt Hotels’ objective which is to be successful in venturing hotels outside the UK, the management must train and prepare those selected managers that will be assign in managing the new hotels in the venture in France. This will help them to easily adjust in the new culture that they must adapt. Determine the positions of the people that must be trained; After determining the specific position, search for the required enhancement and training programs; Design the appropriate schedule of trainings; Prepare the trainees for the implementation of the training programs; Evaluate and monitor the improvement of the trainees. 2. Activity C A hotel manager is liable for the everyday management of a hotel and its staff.
Where there are some who will go above and beyond on their job to please a guest whereas, there are quite a number who are only there to “clock in and clock out.” Firms in the hospitality industry value the accumulation of job experience and take the time to train their staff members (Yang 2008). If hotel employees can provide customers with professional service and apply the skills that they have acquired in training to do their jobs, these employees will make fewer errors and improve guest satisfaction. The role human resources play in hotels today aside from training new employees is to determine newer ways to keep the motivational plateau rising through seminars, in house staffing events, award/certificate giveaways