You are required to provide one page, single spaced, memo style reaction papers to support your learnings during the course. Each paper is your opportunity to comment on what you learned, experience or discovered during the particular subject you chose to write about. The topic may be relevant to a current event in hospitality topic, a topic presented in class lecture or from the textbook. The paper should reflect your personal thoughts and opinions.
Memorandum
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Subject: Hotel Operations
The hospitality industry is pretty big, but we focused on hotel operations, in particular, in the previous lecture. We got enlightened with the factors that matter the most to maximize the efficiency of the Hotel operations. People play the most important role. And by people, I mean the staff in particular. They are the key to success. If the staff is properly trained, the hotel can be operated with much higher efficiency. The hotel can achieve various competitive advantages and benefits over other hotels. The employees should be provided with certain benefits to make them feel appreciated and understood. It gives them a boost. They should feel secure concerning their jobs.
The receptionists are expected to complete a certain number of transactions in an hourly shift. The purpose of the people associated with door and bell is to serve the customers arriving at the hotel. Concierges are responsible for assisting the guests with the booking process, and their jobs are fixed on a day of the week. Telephone associates are responsible for picking up calls.
The rooms are the key factor that acts as a revenue generator for any hotel. Thus, their maintenance matters a lot. Even if the room is economy class, it should be clean and well-maintained. The staff responsible for these tasks includes room attendants, house attendants, janitorial staff, management team, cleaning team, laundry team, etc. The room size and the staffs’ working shift must be considered while staffing the room attendants. Usually, room attendants have a 7-hour shift. 14 credit hours per shift are consumed. It also depends on how bigger the room is. For suits, two credits per shift are consumed.
It is important for a hotel to satisfy its guests as customer satisfaction is important for any business to keep it running and ahead in the market. The guests’ data should be kept secure, and certain surety regarding the subject should be provided to them. Loyalty programs should also be introduced, and long-term customers should be provided with certain benefits.
The concept of ‘budget’ was also introduced, and we were made familiar with how important it is to execute all the operations of the hotel within the budget. It is determined by a particular formula in which all the expenses and profits are measured, and then a certain budget is provided to the manager. Again, the manager is responsible for making sure that the entire workforce that is being assigned throughout the year does not cross the budgeted expense.
Managers are responsible for the operation of the rooms. Managers can provide the customers with optimal guest experience by appropriately managing all the information, most importantly, related to staffing. If the right number of staff is provided at the right time for the most relevant guests, the hotel might get a customer for a lifetime. Managers are the ones who drive the efficiency of the hotel by managing the information related to the rooms. The numbers of staff even vary with the time of the shift. There exists a certain time of the day when the arrival of the guests is relatively higher. Hence, enough number of staff must be present to provide customers with satisfactory services. Hotels must also provide the services of booking the rooms in advance. The schedules must be posted at least 5 days before they are to be effective. The employees’ days off must be fixed, and schedules of holidays must also be displayed beforehand. If any changes are to be made, proper announcements must be issued first.
There exist certain levels of luxury in the hotel industry that includes economy, mid-scale, Upscale, Upper-upscale and luxury. The quality of services varies with the type of hotel one is staying in. The number of staff that will be associated with the guests totally depends on the type of room they are staying in.
We also got to know about the organizational chart and its importance in the lecture. The organizational chart reflects all the departments of the hotel and the information about the employees. It shows which employee reports to whom.
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