ROOMS DIVISION

Rooms Division Operations Management

Rooms Division Operations Management

TASK 1

1.1/P.1: Hospitality

A harmonious blend of tangible and intangible components - beverages, food, environment, ambience, comfortable shelter, environment, behaviour of staff . Thus the hospitality is an swap of process that involves exchange of three ingredients: products, employee behaviour and physical environment (Brotherton, 1999, pp. 165-173).

Benefits of Hospitality

As a matter of fact, hospitality business falls under the umbrella of service industry. The service industry, unlike products, have the advantage of making more profits than to that of products mainly due to cost which is more in manufacturing business. In addition tothat, the idea of making loyal customers and better customer satisfaction is more relevant than that of manufacturing. Hence it can be inferred that the hospitality business is more profitable than manufacturing business.

Types of Hospitality Organizations

Accommodation: Hotels, Motels, Resorts, Hostels.

Restaurant and Bars: Cafes, Nightclubs, Restaurants, Pubs, Bars

Major Departments in Hospitality Organization

Housekeeping

Front Office

Food and Beverage Service

Food Production

Maintenance

Sales

Human Resources

Marketing

1.2/P.2: Roles and responsibilities for selection

Accommodation staff

Accommodation staff in any hotel is responsible to interact with guests and to make sure that they have great experience during their stay at the hotel. This position requires creating a pleasant ambience within hotel territory in order to give maximum satisfaction to their guest. Whenever, anyone calls hotel for the availability of hotel or enquiry related to hotel, accommodation staff will be responsible for that. Since the hotel is a service industry, the communication is very vital in this business. Excellent communication is pivotal for accommodation staff so that they can communicate with guests in a courteous and pleasant way. People factor in this division is of main concern that means the efficiency and efficacy of accommodation staff; they actually work as a revenue generator for hotel (Baum, et. al., 2001, p. 105).

In addition to that, the general responsibilities of the accommodations staff are following:

Answering incoming phone calls and assisting the caller in the regard of reservation, room or even confirmation, room requests, and other general queries.

Accommodation staff explains the products and services of the staff and other services which the hotel offers. This needs the staff to be well versed in the hotel policies, schemes and pricing strategy.

Product or service cell cycle is the tool which accommodation staff utilizes. The need to be well versed in selling techniques. Room confirmation is also done by the accommodation staff using these techniques

Accommodation staff needs to be well aware of the current happening at the hotel including events, promotional schemes, activities and dining options available for the guests living in a hotel.

At the arrival of guests, the after having insight of customers preferences, accommodation staff process their request for room reservation or any other facility needed.

After the registration, guests will be directed to their rooms after handling over key.

Accommodation staff will also be responsible for verifying the payment of stay; this mainly includes the accidental cost by obtaining the credit information.

In the hotel industry, there is a general acceptable norm related to the answering the phone call must be answered within ...