Level 4 HND BTECH Hospitality And Hotels

TASK 1

1.1 Accommodation and Front-Office Services for  Different Organizations

Accommodation

Accommodations are services that are offered by hotels to their consumers.  The Old Bank offers diversified rooms to its valuable guests, and it also takes care of space so that no guest feels unhappy in the hotel (Hu and Liang, 2016). The main accommodation facility that is provided by the cited firm to its consumers is designed rooms. Amazing interior so that individual feel comfortable in the company. Rooms that are given to consumers are comfortable and have adequate space so that individuals can live there easily. This attracts many consumers towards The Old Bank and they always plan to stay in this hotel whenever they come to London.  The housekeeping and administration services of the hotel are amazing and gained the attention of the mass audience. The housekeeping department takes care of rooms, and they fulfill all the needs of consumers immediately (Pace, 2016). If the customer requires extra services, such as taxis, etc., then also The Old Bank provides these services to them. The firm offers laundry and maintenance services to the guests free of charge.

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Front office services

The front office department of The Old Bank works properly; they greet consumers well. Their work is the allocation of rooms, keeping accurate records of guests, and maintaining records of arrival and departure of the person (Secchi et al., 2016). Furthermore, the front office department also engages in bill payments, cashiering, auditing, etc.

1.2 Role and Responsibility of a Range of Accommodation and Reception Service Staff

 There are many departments in The Old Bank Hotel. All these departments perform their work effectively (Li and Wang,  2010). These are such things as marketing, front office, housekeeping, etc. Each employee has been allotted their duties and they perform their work with responsibilities. The responsibilities of the reception staff and the accommodation department are described below:

• Front office employees are responsible for managing records of data properly. They have to maintain a register in which details of customer check-in and check-out are maintained. They are responsible for managing cash properly. They have to keep a record of all cash flow (Kusluvan et al., 2010).
• Housekeeping employees are responsible for cleaning the room and maintaining hygiene.
• Accommodation employees are responsible for providing quality accommodation services to the customers immediately.
• As  The Old Bank is a five-star hotel, staff members have to play a crucial role in the organization. They have to take care of the food and beverages of guests. They are responsible for providing 24*7 services to consumers (Šerić and et al, 2014).

1.3 Legal and Statutory Requirements

Following legal requirements is essential for each organization. These regulations explain standards of the hospitality services that are essential to follow by each hotel.  The Old Bank always follows this regulation strictly (Leung et. al., 2013). It gives training to its employees so that employees fulfill their responsibilities as per these standards. The hotel takes care of security aspects; it has arranged cameras and security officers to provide security to the guests and their luggage.  The Old Bank has made a contract with a security agency, and this agency has sent 10 security officers to the hotel who take care of security aspects of the organization (Nunkoo et. al., 2013).

The legal requirements of the hospitality industry are that hotels have to provide entertainment facilities to their guests.  The Old Bank has an entertainment room that has enough space where people can enjoy themselves easily. The company takes care of the confidential details of its all consumers. It has implemented software which records all the details of customers. No employees leak confidential details of consumers to a third person (Ariffin. and Maghzi, 2012). Furthermore, The Old Bank Hotel follows hygiene requirements and serves food to the consumers as per these standards. As per the legal requirements, The Old Bank Hotel takes care of cleanliness and provides a clean environment to the consumers (Bowie and Buttle, 2013).

1.4 Services Provided by Room Division

It is the first duty of The Old Bank Hotel to provide amazing services to consumers. The company provides amazing travel facilities to its guests. Whenever guests demand a taxi, it arranges them immediately (Leung et. al., 2013). It has contracts with many taxi firms; thus,  whenever hotel staff call the company, they send a taxi immediately. The company also provides food and shelter services to its valuable consumers.  The Old Bank Hotel takes care of hygiene and accordingly provides immediate services to the consumers. It looks upon the income of the person and according to their budget, it offers them services.

It treats guests as assets of the firm; whenever consumers ask for any additional services, the company does not refuse them and immediately makes arrangements so that their needs can be fulfilled soon (Nunkoo et. al., 2013). If the consumers demand security, then it provides separate security guards and techniques. Though entities charge for these additional services, they fulfill the needs of customers. There are single, double, and luxurious rooms available for the consumers. As per the budget and needs of guests, it allows rooms to them so that they feel comfortable.  The Old Bank hotel officers discount the facility to the customers who come to the hotel with their families. Furthermore, it offers special discounts to college students as well. For students, there is an availability of 6 sitter rooms in which 6 students can live easily. The cost of this room is very low so students can afford these types of rooms (Davis et al, 2018). Furthermore, The Old Bank is five-star; thus, there is the availability of spas, parlors, gyms, swimming pools, etc.

TASK 2

2.1 Significance of Front House Areas

The front house area is responsible for dealing with consumers. This department greets consumers, allows them rooms, and takes care of their needs. If employees of the front office area offer satisfactory services to consumers, then guests think to come to the place in the future as well. The front office department in The Old Bank Hotel is well-managed (Hu and Liang, 2016). The interior and exterior of this hotel are amazing, which attracts people to the location. Employees of the front office department book rooms for guests as per their budget and requirements. They handle calls of inquiry and give necessary information to clients. Receptionists record the arrival and departure times of guests. They look at the check-in and check-up timing of consumers. If consumers demand another facility, such as a taxi, etc. then reception staff call for a taxi so that the needs of guests can be fulfilled. Front office area coordinates with consumers (Pace, 2016). They send telephonic emails to guests regarding their booking confirmation. When front office staff members provide satisfactory services to clients, then these people feel happy and they give positive reviews to others, which supports The Old Bank Hotel in attracting a mass audience (Secchi et al., 2016).

2.2 Key Aspects of Planning and Management of the Front Office Area

Effective planning and management play significant roles in the success of a business unit. The Old Bank Hotel is a five-star hotel; the firm needs to make necessary changes in its functioning so that it can meet the needs of consumers (Li and Wang,  2010).

Property management system: The Old Bank Hotel needs to manage the property well. There are several departments, such as marketing, finance, operation, etc. company has to take support of information technology so that it can provide immediate services to consumers.

Reservation and room management: The cited firm has to manage rooms well so that guests feel happy and satisfied. Employees need to coordinate with consumers timely and have to inform them regarding their booking on time (Šerić et al, 2014).

Guest account management: It is another planning and management aspect. The Old Bank Hotel should maintain guest accounts. They have to keep a record of check-in and checkout of customers.

2.3 Key Operational Issues in the Firm

The Old Bank Hotel is a five-star hotel but it has to face several operational issues in the business. The company has to take care of the design, quality of food, cleanliness, etc (Nunkoo et. al, 2013). If it fails to provide high-quality food to consumers, then guests may feel unsatisfied and will not come to this place again in the future. The interior and exterior of the hotel need to be attractive. If designing is not good, people will not come to this place. If there is inadequate space in the hotel, then guests will feel uncomfortable, and they will give negative reviews about the hotel, which may impact its brand image to a great extent (Ariffin. and Maghzi, 2012). Unclear toilets and improper housekeeping services can create issues for the business. If front office employees are not paying attention to the needs of consumers, then it may create consequences for the business. If there is improper communication, then the guest will feel unsatisfied and will not come to this place, which may impact negatively on profitability and productivity of the hotel (Nunkoo et. al, 2013).

TASK 3

3.1 Significance of Interiors and Designing

The Old Bank Hotel is a popular brand in London. It always takes care of competitors, thus developing its building in such a manner that consumers get attracted to it. The company has taken care of the needs of consumers. The interior and design of the hotel assist in attracting a mass audience to the firm (Davis et al., 2018). If the interior is good, then consumers will feel satisfied. Guests like to stay in places where they feel happy and have amazing experiences. If the interiors and design are good, then consumers will feel satisfied, and they will spend their money.  The Old Bank Hotel has spent huge money on its interior; the color combination that is used by the company attracts many people to the brand (Hu and Liang, 2016). 

3.2 Critical Aspects of Planning and Management

The accommodation service function attracts people, and it creates a positive image in the minds of consumers. Critical aspects of this function are as follows:

The Old Bank Hotel needs to provide clear space for the guests. There should not be limited space; otherwise, consumers may feel uncomfortable. If guests are receiving a good environment, then they will plan to come to this location again (Secchi et al., 2016).

Cleaning services are another key aspect of the accommodation service function. There needs to be clean rooms and toilets. If these things are missing, then the individual will not feel refreshed, and the person will think to move to another hotel.

There needs to be proper decoration, infrastructure, and interior so that guests feel happy and like to stay in this location for a longer duration (Kusluvan et al., 2010).

The Old Bank Hotel fulfills legal requirements. It takes care of all legal changes and accordingly, it conducts its operations.

Employees have to take care of the needs of consumers; they have to provide quality services. Staff members have to behave well with consumers and fulfill their desires. This can support in attracting people to the location (Nunkoo et. al, 2013).

3.3 Key Operational Issues Affecting Business Performance and Management

The Old Bank's performance can be influenced by several key operational issues. These are described below:

Physical condition: It is the main issue due to which overall performance can be influenced. If the company's physical condition is good, then it can change the behavior of consumers, and they will take more interest in staying in this hotel (Šerić et al., 2014).

Staff abilities: If workers are providing quality services to guests, then people will feel satisfied, and they will plan to come to this location again as well. However, if staff are not able to offer quality services, then it may create issues for the business and can spread a negative image of the hotel in London (Bowie and Buttle, 2013).

TASK 4

4.1 Yield Management Activities

The Old Bank Hotel aims to enhance its revenues and satisfy consumers. To earn a high profit, the hotel needs to sell its services and rooms at higher prices. The company offers luxurious, normal all kinds of facilities to the consumers. If the consumer belongs to a high-income class background, then the company needs to sell them rooms at a high rate. But in this room, they need to provide luxurious facilities (Ariffin. and Maghzi, 2012). In addition, customer satisfaction plays a significant role. The Old Bank Hotel needs to develop communication with consumers. They have to inform them regarding their booking or cancellation. Companies can use mobile applications to coordinate with consumers. This will enhance the trust of the guests, and they will come to this place frequently (Kusluvan et al., 2010).

4.2 Sales Technique Adopted by the Hotel

The Old Bank Hotel always aims to enhance its profit; to accomplish this objective, they have to adopt effective sales techniques so that the profit of the hotel can be maximized. The company needs to invest in promotional activities. Promotions can attract many people to the brand (Secchi et al., 2016). The Old Bank Hotel needs to be decorated for public occasions. Generally, on these occasions, people think of going with their families. If hotels decorate the place well and provide attractive discounts, then it may gain the attention of a mass audience. In this way, they will think of visiting this hotel with their families. In addition, hotels have to support the cost leadership technique. It is considered the most effective technique. The company has to sell its rooms at higher prices, but it also offers them luxurious services. In vacations, many foreign clients come to London (Pace, 2016). If they get a hotel where they get luxurious services, then definitely they will pay high prices for staying in such a hotel. The company has to develop relationships with many travel firms so that hotels can take care of the traveling of the consumers as well. This will assist in gaining the attention of a mass audience and satisfying their needs (Davis et al., 2018).

4.3 Use of Forecasting

Statically data are recorded by companies for future use. These data and forecasting assist the managers in identifying trends and making changes in operations as per these trends. The Old Bank Hotel always prefers to provide services to consumers as per their needs (Hu and Liang, 2016). For that, it concentrates on the needs of consumers and forecasts things so that changes can be made accordingly. The Old Bank Hotel is earning high revenues by offering amazing services to consumers. Forecasting can assist in meeting the needs of customers. Statistical data and forecasting help make sound decisions or modifications. This assists in making effective strategies so that hotels can meet the needs of consumers. It is an effective tool because forecasting and these data suggest firms implement effective strategies and resolve business problems (Kusluvan et al., 2010).

4.4 Calculation of Room Division Performance Indications

Many indicators are used to calculate room division performance. These are described below:

Average daily room rate

It is the most common technique; by implementing this indicator entity, try to find out whether it would be able to recover the cost or not. It is calculated by dividing the total revenues of rooms by total occupied rooms (Secchi et al., 2016).

= total revenues of rooms/total occupied rooms

=35000/350

=100

This shows that The Old Bank Hotel can recover its costs soon and will be able to earn high revenues.

Occupancy percentage

There are various kinds of rooms available in hotels, such as single, double, multiple, etc. If a company sells multiple rooms, then it will be able to generate high profits (Bowie and Buttle,  2013).

=260-180/140

=0.57

These are amazing performance indicator calculators that assist in improving the performance of the company and generating high revenues for the hotel.

CONCLUSION

From the above report, it can be concluded that the hotel industry works to provide amazing services to consumers. If a hotel can meet the expectations of consumers, then many buyers will be attracted to it. Interior and design play a significant role in the hotel. If the design is good and if there is adequate space, then guests will feel happy, and they will come to this location frequently. The hotel needs to take care of cleanliness and hygiene so that consumers feel satisfied and come to this place frequently. Promotions can attract many people to the brand. The Old Bank Hotel needs to be decorated for public occasions. Generally, on these occasions, people think of going with their families. If the hotel decorates the place well and provides attractive discounts, then it may gain the attention of the mass audience.

REFERENCES

• Davis, B. and et al., 2018. Food and beverage management. Routledge.
• Hu, J. L. and Liang, H. L., 2016. Operating Efficiency of International Tourist Hotels in Taiwan by Taking Into Account Congestion. International Journal of Hospitality & Tourism Administration. 17(3). pp. 223-242.
• Pace, L. A., 2016. How do tourism firms innovate for sustainable energy consumption? A capabilities perspective on the adoption of energy efficiency in tourism accommodation establishments. Journal of Cleaner Production, pp. 409-420.
• Secchi, E. and et al., 2016. The role of service improvisation in improving hotel customer satisfaction.
• Li, X., and Wang, Y., 2010. Evaluating the effectiveness of destination marketing organizations' websites: evidence from China. International journal of tourism research. 12(5). pp. 536-549.
• Kusluvan, S., and et al., 2010. The human dimension is a review of human resources management issues in the tourism and hospitality industry. Cornell Hospitality Quarterly. 51(2). pp. 171-214.
• Šerić, M., and et al., 2014. How can integrated marketing communications and advanced technology influence the creation of customer-based brand equity? Evidence from the hospitality industry. International Journal of Hospitality Management, pp. 144-156.
• Leung, D., and et. al., 2013. Social media in tourism and hospitality: A literature review. Journal of Travel & Tourism Marketing. 30(1-2). pp.3-22.
• Nunkoo, R., and et. al., 2013. Developments in hospitality marketing and management: social network analysis and research themes. Journal of Hospitality Marketing & Management. 22(3). pp. 269-288.
• Ariffin, A.A.M., and Maghzi, A., 2012. A preliminary study on customer expectations of hotel hospitality: Influences of personal and hotel factors. International Journal of Hospitality Management. 31(1). pp. 191-198.
• Bowie, D., and Buttle, F., 2013. Hospitality marketing. Taylor & Francis.
• Leung, D., and et. al., 2013. Social media in tourism and hospitality: A literature review. Journal of Travel & Tourism Marketing. 30(1-2). pp.3-22.
• Nunkoo, R., and et. al., 2013. Developments in hospitality marketing and management: social network analysis and research themes. Journal of Hospitality Marketing & Management. 22(3). pp. 269-288.

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