They might be made up of wood, glass and even steel. o The reception should be designed in such a manner that it should support multitasking i.e. usually front office people handle multiple task by switching from one task to other as they are the epicentre of all the activities that take place in hotel o The one who maintains the reception desk is known as receptionist. Receptionist is an important part of the hotel nerve system. o Receptionist are responsible for making good impression of the hotel in front of the customers which in turn would help in building organizations success o Telephone, computers and other electronic devices are mostly used by receptionist for any
The hotel gives out feedback forms to customers to assess whether or not the quality of service meets the their expectations. From these feedbacks, the hotel can plan and design a way to improve. For example, a customer complains of calling the front desk many times before the phone call is finally answered. Maybe the staff is too busy with checking-in customers to answer phone calls. So, the hotel should plan and design a resolution, say design a position for customer care services working around the clock.
It is highly recommende that the management team act like a role model. To implement a QMS properly at the hotel, there should be minimum one person, a Quality Manager, who is responsible for this whole implementing process. This person should have the professional expertise and skills to define quality objectives and to ensure that they are accurately followed by the employees. The Quality Mangager also takes care, that the defined quality standards are continuously maintained. This helps, to keep the quality level constantly the same, according to the ISO requirements.
He follows open door policy, so he is approachable. However, sometimes he closes his door when he completes a project or doing private issues. Also, he is a supervisor; he observes all the employees and their attitudes. Moreover, he adjusts all the employees by putting strict rules to follow and sometimes, HR manager holds a meeting to control all issues in a hotel and to suggest some projects to the employees by drawing a mind map. As well, a development manager at Westin hotel always sends email for all the employees to remind them about their duties and to motivate them forward.
The details which is collected during the reservation also helps the hotel to complete pre-registration activities like assign room according to guest request, room rate to be charged to the guest folio during the course of stay etc. Although the reservation details helps in providing guests with anticipatory service the primary objective of making the reservation is to make sure that room will be available when he arrives to the hotel. The arrival stage of the guest cycle includes registration and room assignment process. After the guest arrives, he or she establishes a business relationship with the hotel through front office. It is the front office staff responsibility to clarify any query of the guest especially the details of room rate of packages he /she is booked on.
Basically, housekeeping looks after cleanliness and maintenance of the rooms, corridors, lobbies, additionally handles the services such as laundry and to an extent security. 1.2 Importance Dealing the most with customer interaction, the department is of immense importance for the smooth operations of the hotel. Some important aspects of housekeeping are: • Comfort – The department aims to achieve maximum efficiency possible in the care and comfort of the guest • Sanitation and hygiene – Maintaining high standards of cleanliness and hygiene
HOTEL MANAGEMENT: WHAT I WANT TO STUDY WHAT IS HOTEL MANAGEMENT? Hotel management is the management system which controls everything about the hotel business. I want to become a hotel manager by studying hotel management. A hotel manager is a professional trained to run and supervise the areas of reception, maintenance, staff, sales, administration, restaurants etc. A hotel manager carries out a large amount of functions in order to guarantee the maximum comfort for the customers.
Soft skills play a vital role in hospitality industry, where employees are continuously dealing with customers face-to-face and strong social skills are very essential for creating a positive guest experience. (Hou, 2014) One of the most essential soft skill is adaptability. An employee with this attribute has the ability to work in every situation equally well and change from one situation to another with ease and grace. The ability to be tactful and respectful even when there are discrepancies is also a key soft skill. This skill requires the employee to maintain a professional tone and demeanor even when frustrated.
Do you know that productivity improvements and changes cannot be used at the expenses of guest experiences? The Role of a Guest Experience Manager in the Hospitality Industry: One major responsibility of a guest experience manager is to ensure that clients are satisfied with the service rendered. It is the legal duty of guest experience manager to oversee and control a gamut of customer service representatives. This can range from the hotel resorts to calling centers. There are other names that can be used in qualifying a guest experience manager.
With many department, resort needs to organize everything to make the organization get better like divided tasks, specified the job for each department, and set authority within departments. It was basically segmented into five part, First, The front office department This part handles customer service. A front office is where guests are first greeted a friendly welcome officer when they arrive, registered and check out. second, The human resources department. This part oversees employees, arrange staff training and trainer, and check staff all department.