Rooms Division Operations

Rooms Division Operations

Assignment 2

Quang Ngoc Do

Created for Euan Wilson

5/4/2013

Contents

Introduction: 3

Front of house area: 4

What is "Front office" 4

Reception: 6

Service of staff: 7

Ambience: 8

Technology: 9

Planning and Management of Front of House area: 10

Pricing: 10

Data protection: 10

Room services: 10

Accommodation service: 11

The importance of property interiors and design: 13

Planning and managing for the accommodation service: 14

What I think about Pullman Hotel ? 14

Conclusion: 15

Bibliography 16

Introduction:

In this assignment we will learn about the Front of House area and also we learn about the Accommodation Service.

As we know about the Front of House area it is all things we can see first when we enter to any types of accommodation or any restaurants, the main thing we can see is the reception desk with reception staff, they are staff of these accommodation they will help us to know about the accommodation with smiling and welcoming attitude and they can help us to booking room in their hotel or motel or any kind of accommodations, we will get the convenient with them any fast to get a room with many kind of technology we have in reception desk.

About Accommodation Service we have a lot of things relate with it. In any accommodation they always try to make customer feel comfortable and convenient when they come in, they have many kind of accommodation service and a lot of professional's staff working with good skill to help customer for example: security, housekeeping, laundry...

Front of house area:

What is "Front office"

According to CTH website "When people decide that they want or might want, to stay in a hotel, they may.

● Check out the hotels, and e-mail the reservation department to ask about room rates and availability

● Telephone the hotel or switchboard and ask to speak to someone(perhaps in the reservation department) about room rates and availability, the facilities and location of the hotel and other information that will help them make the decision to book.

● Walk in off the street and approach the front desk to ask about room rates and availability (perhaps test out the friendliness and general 'look' of the hotel).

In a small hotel, front office functions may be carried out by a single person at a reception area or front desk: answering the switchboard, taking bookings, welcoming and registration guests, billing and processing payment and so on. In a large hotel, there may be separate departments dividing these responsibilities, including:

● Switchboard: taking and routing telephone calls

● Reservation: taking bookings

● Reception (or front office): welcoming and registering guests at the main reception desk

● Concierge / enquiries: answering guests' and visitors' questions; handling mail and guest keys; perhaps also handling car hire, tour booking and entertainment tickets for guests

● Billing office: preparing guests' accounts and bills

● Cashier: receiving guests' payments and processing other financial transactions (currency exchange)

● Uniform staff: luggage porters, lift attendants, doormen, cloakroom attendants, garage attendants or valet parking etc.

Why are front of house activities important?

Front of house activities are important for several reasons such as,

● Front office may be the first contact a guest or prospective guest has with the hotel (in written, by telephone or in person)

- Help people decide to whether to choose the hotel (or not!) - winning or losing a prospective customer;

- Influence everything else they think about the hotel. Due to what psychologists call the 'halo effect', a good first impression may predispose guests to think well of their rooms, the service they are given during their stay and so on. A bad first impression may put them on the alert for other bad 'signals', and incline them to find fault with everything else.

● Front office is the 'service hub' of the hotel: the area where most guest contacts and transactions take place throughout their stay. Guests' experience of 'hotel service' is, therefore, mainly shaped by front office personnel and procedures. This is important because the quality and style of service is a major factor in;

- Providing an enjoyable, relaxing, satisfying experience for guests - which is, after all, the hotel's raison d'être;

- Helping the hotel 'stand out' from its competitors, which may have similar rooms and facilities;

- Ensuring that guests will want to return again - and meanwhile, will give a positive report of the hotel (recommend), to other people. Hotels rely on this positive word of mouth promotion, and definitely don't want guests spreading negative reports, especially since the Internet allows them to tell thousands of other travellers (in online hotel review sites or travel 'blogs') when they've had a good - or bad - experience.

● Front office has a special responsibility for dealing with guests' problems and complaints; the 'critical incidents' which can make all the difference between satisfaction and dissatisfaction.

● Front office is the communications hub of the hotel (information is exchanged by and with all other

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