finals Flashcards
what does service mean?
service is taking action to create value for someone else
what is PMS? + features (5)
Property Management System
- computerised system that helps manage & streamline a hotel’s operations
- collects all the major information required
features:
> reservation management (track, update & modify reservations; tracks room availability & efficient allocation of rooms)
> registration (check in: arrive & confirm booking details, receive keys & PMS is updated; check out: leave, return keys, settle any outstanding bills, PMS updated = room vacant)
> accounting (room charges, additional services & generates invoice)
> room assignment (auto/manual; considers guest preferences, room type, availability, special requests)
> point of sale (guest orders services/purchase from other parts of hotel, will be charged to guest’s room account, billed at check-out)
what are the types of PMS?
(a) cloud based PMS
> uses web access, w/ internet connection
> can be accessed remotely = flexibility
> automatic software updates w latest features
> if internet disrupted, will impact operations
> suited for smaller-mid sized properties
(b) desktop based PMS
> software is installed on computers located in the hotel
> high security & control (on-site)
> more customization according to hotel’s preferences
> can operate offline (if no internet)
> may limit flexibility
what should a hotel consider when selecting a PMS? (5)
1- reliability
> minimal downtime, software glitches
> consistent performance & data security
> without it, will disrupt operations & -ve guest experience
2- ease of use
> intuitive & user friendly
> staff can use & adopt efficiently
> reduce training costs
3- ease of integration
> able to integrate w other information-generating subsystems
> reduce manual data entry
4- ease of installation
> downtime to install & transfer existing historical data
5- costs of operation
> should be at a reasonable cost
> ROI made from investment
> initial set up fee, ongoing subscriptions, any additional charges
list out the roles & duties in the housekeeping department
executive housekeeper
- manages & oversees the entire dpt
assistant housekeeper
- assists ^ in daily operations
floor supervisor
- oversee cleanliness of specific floors/sections of hotel
room attendant
- clean & maintain guest room (change line, make bed)
public area supervisor
- oversees cleanliness of public areas in the hotel
public area attendants
- clean & maintain public area (lobby & corridor)
linen & uniform room supervisor
- manages linen, enough supply of clean linen
- clean & distribute staff uniform
linen room attendants
- clean & presses hotel linens
laundry supervisor
- manages laundry of hotel, ensure cleanliness
desk supervisor
- oversee the administrative part of housekeeping (manage schedule, coordinate w other dpt)
runner
- fetch/deliver things
list out the roles & duties in the front office dpt
front office manager
- oversee all FO operations (guest service, reservation & staff management)
assistant front office manager
- assists ^ in daily operations
front desk supervisor
- ensure efficient check-in & check-out, guests services
receptionist
- handle check-in & check-out, inquiries, general info abt hotel
cashier
- process transactions, handle guests payment
reservation manager
- oversees room allocation, smooth reservation process
reservation agent
- reservation questions, process booking & manage room availability
concierge
- help guests make reservation, arrange transport, local info, special requests
bell captain
- assists w luggage & arrange transport
valet
- assists guest w parking their vehicles
duty manager
- supervise shifts & staff, help guests w any issues
telephone supervisor
- manages incoming calls, provide info to guests over the phone
telephone operator
- transfers calls to relevant dpt
night auditor
- financial & auditing tasks, make sure guest accounts are accurate during night shift
business center
- to do work related tasks
what are the types of complaints guests may have?
(1) mechanical
> abt equipment of the hotel, physical facilities or infrastructure
eg: shower malfunctioning (no hot water) requires repair
> action: send maintenance staff to assess & fix the issue; guest compensated for any inconvenience (if any)
(2) attitudinal
> complaints of the behaviour or attitude of the staff
eg: being treated rudely & unhelpful
> may lead to guest dissatisfaction
> action: management should conduct thorough investigation to find out the problem from both sides; provide staff training & counselling; sincere apology to guest
(3) service-related
> complaints on quality or delivery of services provided
eg: bathroom not cleaned properly, long waiting lines
> action: retrain staff, proper qc before room is avail
(4) unusual
> have little or no control over circumstances
eg: laughter or noises being heard, bad weather
> action: identify & solve the issue if possible
who are the stakeholders involved in a concert? what are their roles? (6)
(1) event organiser
> in charge of planning, coordinating & executing the entire concert
> eg: develop overall theme/concept, secure & negotiate contract w performing artists, manage ticketing & seating arrangement, marketing
(2) performing artists
> heart & core of the concert, providing entertainment
> eg: rehearsals & coordinate w dancers + band, technical needs like lighting, sound preferences, engage w audience
(3) venue organiser
> provides the space & facilities for the concert
> eg: stage set up, seating arrangement, facilities clean & functioning well
> liaise w local authorities for permit
(4) sponsors
> contribute financial support
> eg: funding like artist fee, production costs, marketing
(5) audience/attendees
> those who paid money to enjoy the concert for entertainment
> eg: purchase ticket, participate (sing & dance), providing feedback
(6) technical crew
> staff that handles technical aspects of concert to ensure a smooth production
> eg: sound engineer (audio system), lighting designer, stage manager (stage set up, artists entrance)
what are the challenges faced by leaders in the hospitality industry?
(1) labour shortages
> finding & retaining skilled staff
overcome:
> offer competitive waged & benefits to attract & retain talent
> provide training & career development opportunities
> positive work culture
(2) technology
> adapt to technology & integrate that it x disrupt operations
overcome:
> provide staff training (efficient usage)
> user-friendly & intuitive usage
> monitor trends of technological advancement
(3) guest expectations
> meeting increasingly high guests expectations
overcome:
> implement customer r/ship management (CRM) system to understand guests better
> technology like mobile check-in or smart room features
> collect feedback to further improve
(4) online reviews
> manage online reviews & maintain positive reputation
overcome:
> monitor online reviews & respond to feedback
> encourage satisfied guests to leave good reviews
> address issues & resolve quickly
(5) following regulations
> regulations that r evolving & more complex
overcome:
> stay informed on latest regulations
> regularly train staff to follow latest regulations
> invest in legal counsel to ensure compliance
what are the qualities a leader in the hospitality industry should have?
(1) customer-centric focus
> prioritises needs & expectations of guests
> understands & anticipates customer expectation, and delivers above & beyond
(2) effective communication
> clear & open communication with both staff & guests
> convey expectation, provide feedback & address concerns
(3) adaptability
> adapt according to circumstances & bounce back from challenges
> flexible & able to navigate thru unforeseen challenges
(4) interpersonal skills
> eg: empathy to connect w/ both staff & guests
> creates positive r/ship & working environment
(5) strategic vision
> think long-term planning for business, look for growth opportunities, stay ahead of trends
what are the 3 main differences of a leader & manager?
(1) focus: people vs tasks
manager- prioritise tasks & day to day operations; coordinate all activities
leader- inspire & motivate the team, create positive working env
(2) approach: directive vs inspirational
manager- give direction & oversees execution of tasks to maximise efficiency
leader- empower team members, collaborate & decision making
(3) vision: long-term vs short-term
manager- focused on immediate goals & deadlines
leader- overall vision & direction of business/hotel, working towards it
what are the different kinds of hotel ownerships?
- Privately owned
- the business is privately owned by an individual or a private company
adv: freedom to make decisions, can choose to feely adapt to any changes, no need to consult a normal higher up/organisational system, gain 100% of the profits
dis: financial risk lies completely on the individual/private business, relies on expertise & capability of individual - Franchising
- hotel property works under a hotel franchise management
adv: brand recognition from an established franchise, receive support & resources (eg: staff training, marketing & business connections), less risk cuz uses a proven business model that has worked & is successful for franchisor
dis: share the profits earned to franchisor, less flexibility in making decisions, high royalty fee & initial investment - Management Contract
- the hotel owner hires a professional hotel management company & runs on behalf of him
adv: professional workers that have experience running a hotel, more smooth & productive, risk is shared w the hotel owner & management company
dis: costs of hiring & sharing profits, less flexibility in decision making
define hospitality
the activity or business of providing services to guests in hotels, restaurants, bars etc
what are the roles of front office? (5)
1- managing PMS
> PMS software to manage hotel’s operations
> eg: when a guest makes reservation online, staff will record the reservation, allocate a room & update the room availability
2- manage revenue & reservations
> aims to optimise room revenue by effectively managing reservations
> eg: predict that during festive seasons will have more guests, will adjust the room rates, have promotional packages
3- manage services
> oversee guests services to handle any inquiries or special requests
> eg: guests asks abt local attractions, staff gives recc & arrange transport & purchasing tickets
4- guest accounting
> handles financial transactions of guests throughout their stay
> eg: when guest checks out, PMS will generate the total bill (room charges, meals, other services used)
5- general data management
> handling general information abt guests like personal details, preferences & special requests
> eg: hotel keeps database of guests to personalise their stay
what are the areas of responsibilities of the housekeeping department? (6)
- guest rooms
- public area
- staff uniform
- linen room
- guest loan item
- lost & found
