Understanding hospitality management and its applicable concepts is key towards improving performance and service delivery to different groups of customers (Ivanov 2007). Some of the basic concepts required in hospitality management include proper knowledge on business organization within the industry, familiarizing with the basic accommodation and front office services and how such services improve the performance relationship between the managers, employees and other groups of stakeholders (Ivanov 2007). This paper focuses on key aspects of room division like applicable legislation and other statutory requirements as well as the concepts that define accommodation services.
AC1.3. Legislations relevant to rooms division
Some of the legislations relevant to room division operations include the health and safety acts, fire regulations, data storage and protection acts (Ivanov 2007). Under health and safety act, the general argument is that as much as the hotel management would want to improve its services and revenue levels, it is also important to recognize the health of workers and customers. Organizations that strictly follow the health and safety rules have the interest of providing full protection to employees, managers, employers and the wide range of guest (Ivanov & Zhechev 2012). The hotel managers together with the employees must work towards improving the general working conditions; putting in place proper methods of disposing waste, avoiding misuse of hotel equipment, keeping the hotel floors clean and dry, ensuring service delivery at the correct time to avoid haste and other forms of distraction that may occur (Ivanov & Zhechev 2012).
Apart from the health and safety controls, the hotel employees and facility users must understand the hotel’s rules during fire outbreak or any other calamity (Ivanov & Zhechev 2012). The specific requirements according to the fire regulation include fitting building with smoke detectors, putting fire alarms where they can be accessed every easily, installing fire extinguishers, giving proper directions for exit in case of fire outbreaks and training workers on the best methods to be used to either prevent of fight fire.
Data compilation and storage is important for future references, and in case the hotel would want to analyse its performances, it becomes easier to rely on properly stored data and information (Ivanov & Zhechev 2012). The hotel managers must ensure that data on employees are available for perusal and confirmation of the rate of performance.
AC1.2. Roles of Accommodation and reception staff
Some of the common roles of the receptionist staff include welcoming quests into the hotel, assigning rooms based on the specified interests of gusts, keeping records of the number of guest and rooms allocated, handles payment for accommodation services and ensures that the guests are given the kind of protection they deserve throughout their stay in the hotel (Wood 2005). The reception staff perform other extended functions like responding to the needs of guests throughout their visit in the hotel, keeping proper record of guests and room occupancy as well as making amendments to fit the needs of guests.
Apart from the receptionist, the accommodation staff also has important roles to play in ensuring the overall improvement in the performance of the hotel. The accommodation staff for various hotel organizations include the place of the housekeeper and reservation supervisor (Wood 2005). The reservation supervisor performs some of the major roles that define the overall service improvement, its environment and relationship with employees and various individuals. On day to day basis, the reservation supervisor controls shifting of staffs and ensues that every department has qualified personnel to handle the needs of guests. At the same time, the reservation supervisor controls the hotel’s standards by making sure that the foods and accommodation services provided to customers are of higher quality based on specific needs. The hotel housekeeper also performs important roles in the organization, and by maintaining higher operational standards, the housekeeper ensures the accommodation services meet the desires of the guests (Wood 2005). The hotel housekeeper prepares, organizes and maintains room cleanliness alongside maintaining a welcoming atmosphere for the different groups of guests. The specific hotel characteristics like attractiveness, safety, comfort and maintained operational standards are in the hands of the hotel housekeeper who must ensure that the hotel meets the discussed regulations.
AC1.1. Hotel, types and services offered by rooms division
The term hotel is used to describe the various services provided by an establishment like lodging, foods and accommodation for the travelling guests. Even though most hotels are defined by the type of services they offer, the universal classification of hotel is based on customer’s rating and how efficient the hotel manages its guests (Rocamora 2014). For example, the Hotel Extras is known for the range of services it offers to the traveling guests and in the 2015 100 Times listing, the hotel emerged among the ten best performing hotels with a 5-star rating with a five star rating, the hotel is described for its luxurious services and highly properly maintained room conditions, spacious rooms which are fully furnished and self-contained (Rocamora 2014). For business functions, the types of services the hotel offer include interior design, high quality materials for constructions and a space for holding business conferences.
RCHC hotel is yet another highly performing hotel in UK and most of its services including overnight lodging, highly maintained atmosphere for those who would love to take a day off duty and private boardrooms for holding business meetings have improved the hotel’s rating from a 3-star in 2014 to a 4-star in 2015 (Rocamora 2014). Even though the hotel has grown to be highly competitive in a market serviced by leading hotels, its size and limited number of guest pose a challenge towards the hotel progress.
AC1.4 Types of accommodation the services offered by rooms division
Accommodation can be categorized based on the cost of service delivery and the types of guests the hotel targets to accommodate. For this reason, the three different types of accommodation include medium costs accommodation, high costs accommodation and luxurious accommodation. Most of the accommodation services provided by these hotels aim at fulfilling the needs of customers who could be tourists or business persons. The medium costs accommodation majorly targets low income individuals who could be local members or people from within the country (Rocamora 2014). The high costs accommodation targets important individuals within the region or business person traveling from across national boundaries. On the other hand, the luxurious accommodation types are reserved for foreign tourists and prominent business persons from within or outside the country. Just like in all other cases, the range of services offered include sleeping facilities, conference halls for meetings and food services.
AC2.1. Importance of the front of house area
The front office area is known for its revenue generation since it deals directly with guests; the first sections where the hotel management interacts with customers (Rocamora 2014). The front of the house in hospitality offers an instant impression about the hotel because it is the first place customers see upon their arrival at the hotel. Based on the first impression, a customer will decide to book and pay for an accommodation or decline to stay in the hotel. For this reason, it is important that the front of the house area creates a warm, clean and welcoming environment in order to encourage visitors and motivate workers to provide the most quality services needed by the customers (Rocamora 2014). Some of the service offered at the front of the house area include reservation, registration of customers and check-in, information services, transport luggage, managing customer’s accounts and customer’s check-out.
AC3.1 Importance of property interiors and design
Property interior and design is highly recognized in hospitality management since it gives the hotel the unique characteristics that predicts successful business performance. Giving the hotel a classical structure and marinating an extraordinary beautiful internal environment add to the taste of customers and attract more guest (Rocamora 2014). Interior design gives the hotel the unique impression that will keep them coming back at intervals, hence the need to maintain such a standard is arises. A perfect exterior and interior design gives the hotel an image that captures the attention of guests from far distances because guests are attracted to what they see as furbished and properly maintained.
AC2.2. Planning and management of the front of house area
Key aspects of planning in Extras Hotel retail around room maintenance and cleanliness, which tend to cover all other departments of the hotel. Just like in other hotels, Extras Hotel uses anti-allergic beddings with smooth bed linen in order to provide the comfort customers desire (Rocamora 2014). The hotel’s bed linens and towels are changed based on colour specifications of customers ranging from orange, white, sky-blue to purple. The hotel management appreciates the value of such this line of service delivery brings to the hotel even though the cost of purchasing such items could be higher. At the same time, the hotel management are driven to create value by ensuring that the hotel premises and its surroundings are clean throughout (Rocamora 2014). Maintaining cleanliness and higher standards of operation is an impression that the hotel management is not only concerned with making profits but also has the interest of customers at heart. After time intervals, the management should refurbish the hotel and replace broken beds, tables, chairs and utensils.
AC3.2 Planning and management of the front of house area and the accommodation service function
The key aspects of panning and managing front of house area include training employees on interpersonal relationships, giving a warm and friendly welcoming to the visitors, keeping and maintaining proper record of visitors, keeping financial records of visitors and defining a process or service that meets the taste and preference of individuals. While some of the behaviours portrayed by the employees may keep visitors away, training workers on how to handle visitors, especially the new ones, is necessary. Visitors require warm welcome from their hosts, their luggage kept in safe place, and also the processes of applying for accommodation made easier and efficient.
AC2.3. Operational issues affecting the management of the front office area
The hotel beddings should be changed regularly based on the hotel’s management policy as new guests streams into the hotel. This will make the hotel improve on areas of sanitation and control of infections, which are some of the derailing factors towards improving the general industrial performances. The hotel management must ensure that unoccupied rooms are prepared before any new guest is allocated a room and all the health and safety conditions are met (Ineson 2011). Some of the areas to focus on include setting appropriate temperature, aerating the room, ensuring that the curtains are closed before the arrival of the guest, making sure that the rooms are well light as well as giving the guest housekeeping service. Extras Hotel managers state that their customers are their responsibility, hence setting an appropriate accommodation environment and climate is a must, both for the new visitors and for those already accommodated in the hotel (Ineson 2011). Other than the accommodation services, the hotel management must ensure that the food services offered to guest are of high standards or meet the taste of customers. This could be one of the reasons the hotel offers food services on customers’ requests and according to customers’ specifications.
AC3.3. Operational issues affecting management and business performance of the front of house area
If the front of house area is not well defined or maintained, there are higher chances that the hotel will be losing its most potential customers. Managing the front of house area is a very important process for the general success of the hotels and the entire hospitality industry (Ineson 2011). Through friendly and warm welcoming, the hotel employees build a strong relationship with visitors in which case the urge to book and pay for the accommodation services rises. Hotels must train their employees on issues of interpersonal relationships and service extension in order to improve individual performances or enhance collective responsibilities. Designing, maintain higher levels of cleanliness and better image of the hotel will help the hotel deal with cases of refunds and free treats to improve the relationship between the hotel and its customers.
In general, in-services and front house area operations are some of the fundamental areas that define the entire office work with the hospitality industry and every person employed to work in respective hotels have significant roles and responsibilities to play in ensuring that the guests get the best out of the services the hotel can provide (Asirifi, Doku, Morrison & Sackey 2013). With the rising number of tourists and business travellers, hotels extensively use technology to improve the services offered and make the registration process at the front desk fast and more efficient. All these steps and the inclusion of technology in the service industry links to the specific processes of enhancing performance in order to ensure growth in business and profit levels.
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