...Departments: As a resort, its blueprints of the interior and architecturehave almost same with hotel. The Front desk, Housekeeping, Engineering and security, Food and beverage, Marketing and sales departments are for the resort’s smooth operation. Front Desk The front office is sometimes referred to as the front desk. In a small, limited-service hotel, the front office may consist, physically, of only that area reserved for guest registration. In a larger property, the front office will consist of many staff members, each responsible for a portion of the office’s management or operation. The duties of Front office are concerning questions on arrivals, meeting times, rates, food and beverage services, directions, transportation services, or whereabouts of the management staff and guests. And it is responsibility for collecting the revenue charged to guests for their rooms, restaurant meals, telephone calls, and a host of other hotel services. When forecasting room demand, accommodating guests, and collecting monies for services rendered, the front office generates a large quantity of data. This is the role of the front office to collect, sort and present these data in way that assists in management decision making. Other roles and responsibilities: Provide friendly and professional customer service at the front desks of the residence halls. Answer phones and respond to inquiries of residents and the general public. Create and issue keys. Sign out games and equipment...
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...GENDER PREFERENCE AMONG EMPLOYEE IN HOTELS IN LEGAZPI CITY Front Office Department Name: __________________________ Date: _________________ (Optional) 1. Demographic Profile of the employee: a.) Age * 18 to 25 years old * 26 to 30 years old * 31 to 38 years old * 39 to 45 years old * 46 to 50 years old * 50 years old above b.) Sex * Male * Female c.) Educational Attainment * High School Graduate * Vocational * College Level * College Graduate 2. Difficulties encountered by Hotel employee in Legazpi City Direction: Please answer the following question by checking the box provided. FRONT OFFICE DEPARTMENT A. KNOWLEDGE | YES | NO | 1.) Do you have difficulties in reservations and booking techniques? | | | 2.) Do you have difficulties in handling guest’s complaints? | | | 3.) Do you have difficulties in handling phone calls, hold line and transfer line? | | | 4.) Do you have difficulties in presenting the guest the room rates and facilities of each hotel rooms? | | | 5.) Do you have difficulties in issuing receipt? | | | B. SKILLS | YES | NO | 1.) Do you have difficulties in communication skills? | | | 2.) Do you have difficulties in using all front office effectively? | | | 3.) Do you have difficulties in auditing of transaction from several operating period? | | | 4.) Do you have...
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...INTRODUCTION The Hotel and Restaurant Management concentration provides specialized occupational instruction in all phases of hotel and restaurant management to prepare students for careers as managers/supervisors in the hospitality and tourism industry. The tourism industry is a major contributor to the world economy. According to the estimates of the World Tourism Organization (WTO), international tourism alone generated $1.4 trillion in receipts (4.1 per cent of World GDP) in 2000. Estimates of the World Travel and Tourism Council (WTTC), on the other hand, put the impact of tourism on the economy at a much higher level because it includes domestic tourism. As reported by the WTTC, tourism grossed US$566 billion in world visitor exports and created employment for 73.1 million persons in the year 2000. Hotel and Restaurant Management is a program which emphasize the importance and significance of services. It has major courses like baking, culinary arts, international cuisine, banquet and catering, housekeeping, food and beverage procedures, management, front office, events management, food sanitation procedures, food control system, hospitality planning and design, tourism, cruise line and etc. Some universities offer the program with such course specializations. But this university hasn’t yet offered course specialization in Hotel and Restaurant Management. According to the Department of Tourism, international arrivals in 1999 stood at 2.17 million...
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...Management Is My Business By: Course: MGT 330 Professor: Date: Our five senses are essential to our everyday life. They help us navigate, explore and experience things that are new and common to us. Without them we would miss out on a lot of things in life and opportunities. Also, there are ways to overcome certain circumstances where as if one of our senses didn’t function properly, like a stuffy nose or watery eyes. The five functions of management are like our five senses in the business world. Without them, managers and teams all over the world would be clueless on how to manage an organization properly and effectively. If used properly they can lead to positive and long-lasting outcomes within an organization. I’ve been working within my family’s business since the day we bought it back in 2005. We own a 100 room hotel with a bar and restaurant. The main entity that we operate is the hotel, which is independent or non-franchised; the other two are leased out. The hotel consists of four main departments; they are management, front desk, housekeeping and maintenance. In order to get the business up and running to our standards we had to do a lot of trial and error and come up with new ways to make money and save some too. We had to do some planning and come up with some organizational goals. Then we had to organize departments, jobs and responsibilities involved in each department. Next, we had to hire a staff to fill the positions created from organizing. After...
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...from Budget Inns to high end Plazas and Resorts. Worldwide it is recognized as a leading hotel chain. Ramada’s mission is its deep desire to serve customers the best they have to offer and to innovate according to the changing needs of its clients. 1.3 Background of Issues Quality management means to ensure that a firm’s product or service is consistent and competitive through planning, control, assurance and improvement that are of the highest standards. (Groth & Dye, 1999) recognize that customers do not buy a service because it is “nice”, rather because the service and related quality of service offer the best perceived value-to-resources choice available, thus it is important to have an all-round standard high quality within the service provided, especially for Ramada who’s issues of lacking standards and upkeep of services and the participation and concern of employees in relation to customers are fundamentals in ensuring “customer delight” and obviously success for the company in relation to profit or competitors. 1.4 Management Functions The two management functions that will be analyzed in relation to Ramada’s goal is the Planning and Leading function. (Lamond, 1997) defines Planning as assessing the future and devising a plan of action. Leading is the process of influencing a group to achieve goals and plans (Robbins, Bergman, Stagg & Coulter, 2012). The leading function is broken down into leadership and...
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...Housekeeping Several years of working my last job consisted of Housekeeping in many Resorts and Hotels of which I have only had maybe a total of 5 years of experience because it’s basically a seasonal job in the area of where I live. Housekeeping as it is called has many areas to perform your duties most of them has a map or a certain description of how it should be done. I will begin by describing the duties as well as the managerial side of housekeeping. Housekeeping responsibilities are cleaning guest rooms, public areas/lobby and restrooms and other related duties. Some areas may include pool areas/ patio, management offices, storage areas, linen and sewing rooms, some places may have weight rooms as well as laundry rooms to clean. Just to name a few. On the managerial side of things one must make sure Basic Planning Activities, Productivity Standard Worksheet, Inventory Levels, Organizing, the Department Organization Chart, Chart of the Small or Large Range Service Hotel, and Job List Description of Duties, as well as Coordinating Staff, along with Directing and Controlling, and Evaluating is such a tedious job to perform. As I am Using Basic Planning Activities, the usual planning is done daily. There are daily activities to follow such as the areas to be maintained and kept cleaned. In this area one must decide how often it should get done. Also a person must know what it would take to keeping this area cleaned like what’s needed...
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...INTRODUCTION The practicum training is an integral part of the Bachelor of Science in Hospitality Management and Tourism (BSHMT) program of the City College of Tagaytay (CCT). It is intended to provide students learning experiences and the application of knowledge and skills in hospitality industry settings. The practicum is a co-operative education which aims to achieve an effective blend of classroom study and off-campus work experience in hospitality-related industry. The goal of the practicum is to prepare the student for competent and responsible practice. A successful practicum is one that achieves that goal. The BSHMT program of the City College of Tagaytay considers the practicum training to be among the most important professional preparation activities in which BSHMT students participate. Practicum experiences are intended to allow students to synthesize, apply and refine knowledge and skills learned in their academic experiences. In addition, practicum experiences are one of the primary ways in which department faculty members can observe and evaluate the skills of the student. Because of the importance of students’ practicum, the Department requires the student-trainee to prepare a narrative report of his practicum experiences in hospitality industry. This report was based on the student’s training experiences at the following establishments: Taal Vista Hotel, Taj of Tagaytay and Massimos Ristorante Italiano during the second semester of year 2007-2008 in...
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...of intangible products- the service- and its depend on the customer’s subjective interpretation of their experience. And quality rating by consumer can’t be judge because every customer has different grading criteria. That is called ‘Heterogeneity’. Further more the one of the most important features of the hotel product/service is the impossibilities of separation of production from consumption. The production of service and consumption are going simultaneously, so we can’t store services (Fitzsimmons, James A. 2006). Another characteristic of hotel service is ‘perish ability’. Service can’t be stored if they do not required or we can’t sold them during the service period. So there must be some kind of strategies regarding to capacity management are very crucial. Furthermore it must be very crucial to identifying who is going to consume your...
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...solutions for handling recurrent assignments that range in complexity. He/ She is responsible for all resort departments and supervises all "resort" department heads to ensure company standards and procedures are being upheld, in an effort to maximize guest service and satisfaction. Oversees staff morale onboard and allocates staff. They are directly involved in the maximization of resort revenues and will monitor and control expenses and requisitions of all resort departments. The Resort Director ensures all group functions and our guests are looked after. FRONT OFFICE DEPARTMENT To ensure that all Departments under his supervision are successful and as independent profit center as possible, ensuring maximum guest satisfaction consistent with our resort standards, through planning, organizing, directing and controlling all aspects related to the revenues and operating expenses. Main Duties: Financial Responsibilities 1. Is able to effectively interpret financial result in regards to revenues, payroll, costs and expenses. 2. To assist in the preparation of the Annual Operation Budget this will form part of the Business Plan. 3. To establish and monitor cost and expense control systems and procedures to...
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...Evaluation of Edith’s Procedural Knowledge. 4. The Traits Approach. Page 9 4.1. 4.2. The Behavioural Approach. The Results Approach. 3. Job Knowledge. Page 7 3.1. 5. Definition of Motivation and Evaluation of Edith’s Motivation. Page 11 6. People Management and Planning and Allocating Work Activities. Page 12 7. Conclusion. 8. Bibliography. 9. Appendices. 2 Terms of Reference. This report will identify a range of performance problems in the St Jessica’s Urban Medical Center Emergency Room case study and suggests solutions to improve performance management, analyse techniques used for planning and allocating work activities to improve performance. 3 1. Introduction. This report will examine the theory of performance management and identify performance and behavioural issues in the St Jessica’s Urban Medical Center Emergency Room case study. It will analyse task and contextual performance and declarative and procedural knowledge and identify approaches that could be used by the management team to measure and improve performance including the traits, behavioural and results approaches. It will explain the benefits of effective performance management with reference to theory and evaluate techniques for planning and allocation of work activities to improve performance. 4 2. Performance. It is essential for any successful organisation to employ people that perform to a satisfactory level. That level is determined by the goals of the business and all employees...
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...an exclusive global organization of deluxe hotels established in 1928.Pearl Continental Hotels, beside in -house reservations network, are also linked withUtell International to have international exposure and overseas reservation network. Investment in people and human resource development is an ongoing process in theHashoo Group. New management concepts and intensive training programs havebeen introduced at all levels of supervisory and managerial positions through establishment of an in-house Training School located at Pearl Continental Hotel, Bhurban. The Training School looks forward to imparting systematic and scientific knowledge of the operations of both tourism and hospitality business. Pearl Continental Hotels have become synonymous with a tradition of personal services, efficiency, convenience and guest satisfaction. PC hotel Rawalpindi PC Hotel Burbhan PC Hotel Karachi PC Hotel Lahore PC Hotel Peshawar HISTORY/BACKGROUND: Travelers in the early 1700s found hospitality similar to that in their countries oforigin, even though these new accommodations might have been in roadhouses, missions,or private homes, and the housekeeping might have included no more than a bed of straw, changed weekly.Facilities in all parts of young America were commensurate with the demand of the traveling public, and early records indicate that a choice was usually available; travelers based the...
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...It is the world of hospitality operation and management including service about how to achieve business excellence. Room division operation includes different departments related with care, provision and selling of the rooms which covers housekeeping, front office, reception, front house, linen and laundry, telephone operator, doorman, mail and messages, concierge, valet and butler (John and Brown, 2003). As we know accommodation includes type of services which helps for staying that consists of hotels, motels, clubs, cruise liners and hospitals with different range of facilities. It provides bedroom, suite, apartment, cabin and hospital wards for guest to enjoy and entertain. The range of accommodation service includes the different of housekeeping and maintenance. Different organisation does have different way and style and accommodation and service to fulfil guest requirement. Reception is the place within hospitality operation management which makes first interaction with guest. The roles and responsibilities of staff regarding housekeeping includes planning, providing, serving, cleaning rooms, public areas, supplying anything required, managing laundry and day cleaning, providing comfort and recreation, preparing documentation and record keeping, manage floral management, ensure health, safety and security, make everything looks good with nice furnishing and refurbishment to ensure accommodation environment encouraging occupancy by housekeeper, wardens, matron and domestic...
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...systems. Hotel ratings are used to classify hotels according to their quality. Its main purpose is to inform travelers on basic facilities that can be expected. (Wikipedia, 2014) There are various ranges of hotel star ratings, from 1 star hotel to luxurious 5 star hotel. Hotel Star Ratings | | | | | | | | | Example of hotel star ratings For this report, as a Rooms Division Manager who previously worked in Rizqun International Hotel, a 5 star hotel in Brunei Darussalam, I am now working in The Brunei Hotel, a 3 star hotel and are required to restructure and analyse the differences of the housekeeping department and front office department between a 5 star hotel and a 3 star hotel. Housekeeping Department A housekeeping department in a 5 star hotel has more responsibilities than a 3 star hotel, because a 5 star hotel’s housekeeping department require a lot of staff as there are more rooms to be cleaned. In Rizqun International Hotel, there are more than a thousand rooms that need to be cleaned. In Brunei Hotel, there are only 65 rooms in total, and this does not require them to hire a lot of staff. (www.rizquninternational.com, 2014) (thebruneihotel.com, 2014) As for cleaning the lobby area, in Rizqun International Hotel, it has a huge lobby area and it requires a thorough cleaning, whereas in Brunei Hotel, it only has a small area that needs to be cleaned. For their facilities, the 5 star hotel have 10 meeting rooms that needs to be taken care...
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...Supply Chain Management Certificate This “practical” interactive certificate series is designed to provide participants with a detailed look at global supply chain management with a focus on Purchasing, Inventory, and Warehousing. This certificate addresses issues in terms of today’s global supply chain and its supply chain streams and flow process, so practitioners can know how to make the most of this powerful tool. You will have the opportunity to explore a variety of global supply chain management areas in depth, extrapolate their logistics meanings, and apply the techniques needed to make it all work for your organization. Mastering the supply chain’s dynamics is no longer extraneous to survival in today's global environment—it's essential. Because logistics affects 30% or more of the value added to your product, it offers abundant areas of opportunity and exciting possibilities for lowering the bottom line. Where you may not be able to control the outside influences, ambiguities, and contradictions of the global economy at large, you can have a profound influence on controlling those internal logistics factors that substantially affect your profitability or cost containment efforts. Course Schedule Global Supply Chain Basics and Technology (Day 1) Global Logistics Basics and Functionality (Day 2) Essential Aspects of Purchasing (Day 3) Inventory ManagementPractices (Day 4) Mastering Warehouse Mechanics (Day 5) WHO SHOULD ATTEND • Logistics, supply chain, procurement...
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...resources 5b: Cost benefit analysis 5c: Reference to legislation 5d: Case Page: 72 6: Bibliography Page: 73 7: Appendices Section 1 Executive Summary Following an assessment of the current Health and Safety culture and climate within the business, areas of weakness have been identified that are holding back the progression towards the ultimate aim and objective in Health and Safety – Employee participation creating “Total Ownership". The assessment of the Health and Safety Culture covered such areas as an analysis of the 2009 employee Health and Safety questionnaire, a review of audits carried out, a check on the progress against 2009 objectives and targets and the underlying indicators of our Health and Safety management status, it is concluded that there are areas of concern namely. 1. Line managers and their front line supervisors are not giving the desired level of commitment towards “Total Ownership" as needed to achieve success with an agreed timescale. 2. House-keeping is below industry standards and...
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