Essentials of Tourism and Hospitality Operations

Essentials of Tourism and Hospitality OperationsAssignment rubric Essentials of tourism and Hospitality operationsIntroductionThe dynamism around the innovation has m either groundss. Tourism constitutions are urinateing in order to feign each corners of the world easy to visit. The globalization as defined by Scholte J. (2000),A world wide process of spreading objects and experiences to quite a little at all the corners of the earth (e.g. spreading computing, television, etc.), lead the tourism to merge. A hotel is an organization that plays a major utilization in the tourism and hospitality operations. It has several(prenominal) departments with specific roles. Examples of these are Front might, food and beverage, housework, maintenance and security. All these departments work to outsmarther, for the invitee to realize a life-threatening stay. This team work contributes to catch up with more profit for the hotel. States Huyssten et al (2001)This naming is focus on the appear slip and housekeeping and based on researches from different writers and the capsicumcorn order of magnitude hotel. Pepper partnership is a five star hotel located into drape T testify on 167, loop street. Pepper fraternity has 210 move back way of lifes, a fitness room, an Odeon cinema, a bar called paparazzi, a restaurant called Sinatra, penthouse with swimming pool. Pepper community hotel is non far from the wonderful table mountain. Their future plans are to play up all the sectors of the hotel. Hassanien et al (2010) recommends that a hotel should consider updating facilities and all the sectors of the hotel.The bet officeThe move office is the earlier of the house. This is the department that welcomes the leaf node and helps him for chippinging in and kayoed. The take care office manager is responsible of all the activities in the wait office and for training all the workers in this department. In order to fight back the hackneyed, he has to make sure of selecting good personnel, easy to be practised and quick learners. This people should work with high manners and behaviors in a professionalism personal manner. Gillespie (2007). M each serve are organized in the summit office, such as receipt, switchboard, substitute, concierge, fiddle, casher and lymph gland relation. The same, as listed, at peppercorn club, these are the armed military services organized in front office. and at pepper club, the putter is works beneath the concierge and it is called concierge and pottering.ReceptionA receptionist is the person who is mountainling leaf nodes check-in and giving him information nighwhat the entire department in the hotel. A well-functioning reception gives the knob a good printing process of the hotel. This helps to establish the hotels image and reputation, as well as to upgrade the thickening to re dig in the future.page107, Baker et al (1994). organism the first person to meet the clients on checking in or when he/she walks in for any information, the receptionist should be able to give a good impression to the lymph node with a nice smile, a tone of voice, though the first impression last. Baker et al (1998)At pepper club, the reception is the first service to interact with the leaf node when arriving at the hotel. The main duties are welcoming and checking-in of a new arrival, selling the facilities of the hotel, providing knob information for otherwise services of the front office and other departments of the hotel. For a group arrival, at pepper club, the reception has to prepare documentations that leave alone be required by the customers. Envelopes are prepared with letters inside to explain facilities to the guests in the vocabulary they understandSwitch boardAs similar to Kappa et al (1997), this is the dominance of the calls from outside(a) and sends them to the relevant department or room. The person working hither should be able to listen and speak cl earlier to the phone and buzz off a good telephone manner. At pepper club, the switchboard does the same. But it in any case help in switching calls from one service or department to a nonher, in case, if the caller does not know the number of the relevant service or department.ReservationIn the same idea with Henning, R. (2003), in that location are many ways of doing reservation. This can be done by internet (web site, e-mail, twitter, face book), telephone, fax, walk in.As we advertise the hotel we must be able to handle with reservations in any way that it comes to us. T here for we should have trained personnel who can professionally handle it. correspond to Gillespie (2007), all the workers should behave professionally when doing their duties. There are procedures to follow to make a reservation, and these are the same for everyone. There are not special enquiries for any reservation. It is very imperative to have a reservation chart so we pull up stakes not keep th e guest waitingwhile we are busy looking for information to give him. The most important administrative document is the reservation chart. Henning, R. (2003) This should be checked to see if thither are ready(prenominal) room.Taylor, M. et al (1999) identifies two ways of making reservation, as follow-Advance reservationAt pepper club the person working in this area makes bookings, brood with agencies and writes queries. In planning and preparing the guests needs, the advance reservation is preferable, because it gives you more time to do so. This idea is also supported by Taylor et al (1999).The reservation in advance is breach because nothing go forth be in rush, you know already round the guest arrival and you expect him to arrive. If it comes that you find out rough the reason of the guests trip, you go out be able to prepare thenar for such event. For example a booking for a honey moon, I go forth organize a decor according to the event.-same sidereal day reservation This kind of reservation should be handled with lots of care. States Whyte, S.(2006), some tourists arrive in town with nowhere to sleep and start to look for accommodation, calling here and thither. A guest, who calls for same day reservation, should pay in advance and his referral starting time and orientation courses should be recorded. The person whos doing reservation uses two pillow slips of reservation system. At pepper club they use the electronic system and the manual system. The electronic system apply at pepper club is opera system, for any reservation on line. The manual system used at pepper club is the reservation chat. Hunters, G. et al (2010) states, An operation system of reservation enquiries tracks availableness and rates and provide management and supervisors with essential reports. page 369Check-in and out This will be explained according to the pepper clubs way. later arriving and entering inside the building, the guest has to present his/her passport. A r egistration witticism recorder will be given to him to fill up (home address, sprightly number, etc) and the receptionist will make a copy of it. After that he signs and binds himself to the rules of the hotel. The receptionist will ask the guests assent bait for the credit card authorization for any extras or incident that can happen during his stay. The guest will always be accompanied to his room, by an associate. He will receive a call, from reception within 20 minutes of arrival. No guest will ever be roomed in unmade accommodation. Should in that location be primordial arrivals that cannot be accommodate immediately, areas will be position with coffee, tea, Danish, newspaper and the availability of telephones/email for the guest in the lounge area. On checking out all the bills will be printed and presented to the guest. If there is any substitute to give to the guest that will be ready, for the guest will not have to wait. Everything should be done the night before th e departure day of the guest. The potter will carry the luggage from the room to the car.ConciergeAt pepper club the concierge is focus on all guests services, he is responsible of all the potters. The concierge is locating the guest sites to visit, organizing transport, he also get all the deliveries for the guest from outside. Huyssten et al (2001) identifies that, the concierge is the person who standoffs the guest to the outside services, such as tourism agencies. Being, in charge of the guest satisfaction, he consults to make itinerary.PotterAt pepper club, the potter is working under the concierge but having specific duties such as caring the luggage for the guest to and from the room. fashioning the guest when he checks- in. Huyssten et al (2001) support this idea saying, when the guest is checking out, the potter has to make sure that the guest did not forget anything behind and he should check the room if there is any damage and report to the reception.If the guest booked the hotels car, the potter is the one who will be in charge to go with the car and the guest from the airport.CashieringAt pepper club, the narrator is dealing with all the cash in the hotel. He also deal with end of shift, balance the total cash, credit card transaction and international currency. Huyssten et al (2001) share the same idea with pepper club, saying that, he closes the specific transactions taken for the day and get generally get checked to see it balances.Guest relationAt pepper club, the guest relation is the guest assistance provider. He gets closer to the guest, provides assistance for him, change guests problems and make the guest relish comfortable offer him personal service. Denney et al (2007) says, to provide assistance he has to know the guests preference, request, there for, programs can be knowing, where by all guests requests, preference, will be logged.The linkThe link between the front office and other department is to make each department aware (p) about what is happening or what is going to happen about the guests need, concern and what he expect from the hotel. Because each department has got responsibilities, for the guest to have a good stay. The food and beverage for example, has to know about the arrival to prepare food and drink according to the number and preference if there is any. The room service should also be kept in touch, for the guest can request any service in the room. If it is about fixing anything the maintenance should be aware. Huyssten et al (2001) identifies that, the front office is the link between the guest and all the departments.Guest cycleThe front office department has got large responsibilities to support guests services. There for the front office operations are largely defined by the type and number of transactions made during different stages of the guests stay. As mentioned by Baker et al (1994), a typical stay will be divided into 4 stages pre-arrival, arrival, occupancy and departure.A t pepper club the guest cycle is considered as the guest journey through the hotel, from the reservation (pre-arrival), arrival (check-in), occupancy (enjoying), to departure (check-out).Agreeing with 4 phases of the guest cycle, but afterward departure, still the hotel will follow up to know about the feedback. Did he enjoy his stay in our hotel? I will suggest a fifth phase which is the feedback.Methods of paymentThe method of payment is the way which the guest handles his payment through. There are different methods of payment. Each guest has his way of payment which is easy or possible for him. Some of these methods are cash, credit cards, travelers cheques, cheques, credit facilities, travel agency voucher. Huyssten et al (2001)This applies also at pepper club, this methods of payment are experienced in the same way.Daily bankingAccording to the pepper club way, all charges, postings, payments dealt with during the shift must balance with opera. At the end of the day, the audi t casher closes the baking but before that he/she has to check all the balances on opera. housekeepKeeping the house is to maintain it in a good state. The housekeeping plays a major role to adopt the economy of the hotel. By keeping the establishment and all the furniture sporty, the housekeeping saves as many costs as possible. Branson, Lennox (1998)Role of the housekeepingThe role is basically, cleaning and maintaining the standard. Make sure that all the public areas are clean. Branson, Lennox (1998) states, in any establishment, the housekeeping is the department that works to make people feel comfortable staying in the building.At pepper club the housekeeping should service daily the suites, during late morn and early afternoon or at the guest convenience. Essential high lineament backsideries will be provided and the turn down service will be prepare in the early evening. An overnight laundry service will be also offered. A daily pre-shift meeting will be held by the e xecutive housekeeper. This will cover the previous days inspections, cleaning procedures, wearing of uniforms and guest relations.FurnitureAs the hotel is receiving guests from different background, countries and cultural traditions, each guest should be comfortable to stay in our hotel. Henning et al (1999) states that, furnishing should look comfortable and welcoming, so that guests can feel that they can relax there. Use as oft upholstered furniture as possible. All furniture should be according to the standard of the hotel and the status of the room where the item will be used. I entertain with Branson, Lennox (1998) saying, it will be very important that the item should be well movable.CleanlinessCleaning is to maintain the good state of the house hygienically and by appearance. Cleaning keeps the house and all the furniture against deterioration. For all the linen used in different sectors in the hotel, the housekeeping is responsible of keeping them clean and ready to be u sed. In the same idea with Branson, Lennox (1998), kitchen, bar, restaurant, banqueting, etc, the supervisor or manager of these relevant sectors should keep a happy atmosphere between him and the housekeeper to ensure that all the linens are exchanged on time.What happen at pepper club is the suites will be serviced daily, during late morning and early afternoon or at the guest convenience. Essential high quality toiletries will be provided and the turn down service will be prepare in the early evening. The hotel will also offer an overnight laundry service.*TurndownAll suites must be serviced nightly bed turned down with sheet folded, on the entry side, at a 450angle. Curtains closed, one or two lamp turned one according to the procedure. Room attendant to replace all dirty towels with clean ones, toilet articles re make outd, toilet papers refolded. Bath to be cleaned, friction towels placed on blast at each bedside, gowns and good night amenity placed at bedside, any loose clot hing or shoes should neatly folded and hung in closet, fresh ice should be brought in and placed in room with mineral water and fresh lemon slice. The turn down service will not start before 700 pm.*laundry and worldAs an extra added service to the hotel, pressing is to be made available throughout the day. This service is available seven days a hebdomad with the quickest possible return. As a guest will be taken to his/her suite on arrival, the associate will ask if there is any immediate pressing to be done and take some to the valet.Guest pressing will be done immediately. Suits and dresses are to be returned in wicker baskets with a paper inlay.*Public rest roomsThey must be checked every 15 minutes by the public areas attendant, as the hotel is also judged by the rest rooms. Both hand cloths and paper cloths will be provided.*Pool proceduresThe houseman will behave and arrange, however necessary, throughout the day, the pool area as uniform as possible. He will clean the poo l before it opens in the morning and at the close in the evening. The pool area will be policed during the day for cigarette butts, paper container, etc. The houseman will arrange lounge chairs for guests and ensure necessary towels are available. At night he will leave the pool deck thoroughly clean and rearrange the furniture as per standard set-up. Magazines, lotions, tanning oils, sunglasses, baseball caps with logo will be available for sale.InspectionTo inspect is to control if the level of the cleaning performance reaches the standard. Though a cleaning schedule should be designed to specify who is doing what, when and how. For Henning (2007), the supervisor or the executive housekeeper will check-up to appreciate or correct if necessary.SecurityTo secure is to keep out of danger. In a hotel, it is very important for all the staff to mind the security, as it is not only one persons matter. Danger could come from any sector, so everyone working in the hotel should be able to r eport rum movement or any hazard around the building. Security is not the prerogative of any one person in an establishment stave should realized the necessity of not giving information regarding internal matters.page54 Branson, Lennox (1998) endEconomic, politic, religious, social, cultural, etc, these may be reason of the dynamism around the world. Spreading objects and experiences to people at all the corners of the world, makes people move around. Our assignment was showing a good welcoming procedures, to people visiting our place. From different writers and the pepper club hotel, we can understand the major role of the hotel within tourism and hospitality operations. One of its departments was subject of our studies. We are so glad finishing explaining and describing the front office and housekeeping and their role within a hotel. We are undischarged full to the pepper club hotel staff for their assistance which was very helpful. It could be difficult for us to complete this assignment without their help. All the ideas in this assignment did not come from us, the books we red from different writers were also very helpful.References-Baker, S., Bradley, P. and Huyton, J. (1994) Principles of front office operations Hospitality press, Australian edition, London-Baker, S., Bradley, P. and Huyton, J. (1998) Principles of front office operations Hospitality press pty ltd, Australian Material, London-Baker, K. and Huyton, J. (2001) Hospitality way and Introduction Hospitality press, LOndon-Denney, G., Rutherford, Ph., D., Micheal, J. and Ofallon (2007) Hotel Management and Operations, 4th edition, earth-closet Wiley and sons inc., London-Clayton, W., Barrows and Powers, T. (2009) Introduction to the hospitality industry, 7th edition, John Wiley and sons inc. Amazon, USA-Henning, R., Koster, C. and Wilense, C.(1999)Your own guest house, J.L. Van Shaik publishers.-Hunters, G., Tinton, T. and Mannall, C. (1999) Hospitality supervision level 3 S/NVQ, Cengage lea rning EMEA, LOndon-Taylor, M. and Taylor, R. (1999) Start and run a bed and breakfast Self-consil press, London-Whyte, S. (2006) Starting and running a BB How to books, London-Henning, R. (2004) Effective guest house management Juta co ltd Cape townspeople-Kappa, M., M., Nitschke, A. and Shappert, B., P (1997) Housekeeping management American hotel and lodging association .Canada-Branson, J., C. and Lennox, M. (1998)Hotel, hostel and hospital housekeeping copyright Joan C. Branson and Margaret Lennox-Henning, R. (2007) Guest house management Juta co ltd, Cape town-Hassanien, A., Dale, C. and Clarke, A. (2010) Hospitality business development Ahmed, H., Crispin D. Alan C. published by elsivier ltd, London-Gillespie, A. (2007) Shutters hospitality studies Shutter shooter publishers Pty, Ltd, Pietermaritzburg area, South Africa.-Huyssten, H., V., Nanny, R., Diedericks, T., Steyn, M. and Steynberg, M. (2001) Hotel-keeping and catering to day Nasou, Cape TownSuzi , Mujingila CTH no. 76480 Front office and Housekeeping. Type textPage 1