Unit-2 Room Division Operations Management | Rooms Division Operation
Assessment of importance of the front of house in Intercontinental hotel Unit-2 Room Division Operations Management
Unit-2 Room Division Operations Management front of house in Intercontinental hotels provides the guest assistance services in addition to food and beverage services, and accommodation. The front office of Intercontinental hotel makes the proper coordination among the departments and handles the cash receipts from the guests. The query details of the guests are also resolved by the front office staff of the Intercontinental hotels. Harrington and Ottenbacher (2011, p.442) cited that room division department of the hotels is responsible for the quality management of the hotels, as it is in directly tough with the guests. The front of house department of Intercontinental hotel has separate division including reservation, reception and cashier. The reservation division of the front house takes the booking order from the guests by providing appropriate reservation form and enter it into the system database. The reception division of Intercontinental hotel greet the guests and explain the varieties of services offered by the hotel. All the enquiries over the internet and walk in customers are handled by the reception division. On the contrary, the cashier of intercontinental hotel handles the cash management service of the hotels. The payment received from the guests is updated into the system database by the cashier on daily basis.
Key aspects of planning and management of the front of house area for a given hospitality operation
The planning and management for the front house area of the hotels ensures effective point of sales management, design and ambience maintenance, guest complaint management by computerised reservation system and guest management services.
Pullman and Rodgers (2010, p.178) mentioned that the planning and management requires effective handling check in and checkout services to the guests of the hotel. The management of reservation system is required to specified in the planning and management of hotel industry. The effectiveness of the reservation system is ensured by updation of early check in of guests and delayed check in of guest in the reservation system. The planning and management for the front house area determines the timing of early and delayed check in of the guests and room status report. Wang et al. (2012, p.121) argued that the management of the guest complaints regarding the hotel services are also an integral part of the hospitality services. For example, Intercontinental hotel in the UK provides the feedback form to the guests for collecting the responses from the guests of the hotel.
Unit-2 RoomUnit-2 Room Division Operations Management | Rooms Division Operation
The planning and management for front house area determines the design, ambience and cleanliness of the hotel environment. The interior and exterior design of the hotels is determined in the planning and management for front house area of the hotel. Han et al. (2010, p.326) cited that the design of the hotel ensures the ambience of the hotel. The strategies are implemented through effective planning and management for protecting ambience of the hotel in the competitive environment. Intercontinental hotel in the UK made effective planning for color, music, flowers, lighting for establishing ambience of the hotel. The cleanliness in the hotel environment is also ensured in the planning and management. The cleanliness is achieved by the regular maintenance of the hotel premises, regular inspection of rooms and washing of the floors, clothes in the hotel rooms.
Critical discussion on the operational issues affecting the effective management and business performance of the front office area for the operation
The operational issues of the hotel are identified by the higher degree of customer satisfaction, quality management, sales and financial management of the hotels. Ariffin. and Maghzi (2012, p.191) supported that the achievement of higher level of customer satisfaction is attained by effectively managing the front office area services of the hotel. Intercontinental hotel deals with the front office operation by greeting the guests, resolving the customer query for getting higher level of customer satisfaction. Ye et al. (2010, p.661) criticized that the ambience of the hotel determines the customer satisfaction. However, it can be inferred that effective relationship management with the customers provides the higher level of customer satisfaction.
The quality management by the hotel industries is captured as the operational issues faced by the business organisations operating in the hotel industry. The quality management by the total quality management system in the front office area is introduced by Intercontinental hotels in the UK.
The effective front office operation management increase the sales volume of the hotels. The increase in the sales volume is achieved by providing efficient fooding, accomodation services to the customers. The increase in sales volume of the hotel enhances the financial strength of the company in turn.Order Now