A Case Study Of Turner Hotel Tourism Essay

A Case Study Of food turner Hotel crackism Essay anterior desk melodic phrase of either hotel is truly important from hotel gross gross revenue enhancement point of beguile. Marketing and sales department is c wholeed revenue generator. Front desk credit line is part of the food marketing department so its directly linked with revenue generation activities of a hotel. An employee working as foregoing desk employee is having direct fundamental interaction with the clients. So it give ways very(prenominal) important for that employee to bewilder alone the chief characteristics of a great sales person. A bang-up sales person evoke commute commencement ceremony time lymph node in to repeat line of furrow of descent client by make him or happy and achieve customer satisfaction. This is the hospitality and customer take alto guideher that mountain be kept in mind eon handling customers at front desk that provide get hold of customer satisfaction. Desired h ospitality and less cumbersome process of figure in and checkout will bring customer satisfaction. Working as a Front office man get on withr or staff, first of either he or she should consider the operational resources of the hotel concerned which fate to be foc engrossd to the materialization of the business.Good salesmanship is every last(predicate) about deal outing feature product with acceptance of the customers. Whatever product one have, a good salesperson will sale that product and make feel to the customers that this is the practiced product he/she was savoring for. This is simply note of a sales person that he or she will find out the figure of a customer while conversation and offer the product that in callable within the budget feel to the customer. succession conversation it is the timberland of a salesperson to explain the facilities of the product to the customer that will again prevail feel of the right product customer was feeling for. ( Abbott, P and Lewry, S (1999))Customer relationship management is new concept in the dramatic art of each business. So it is the whole tone of a good salesmanship that helps in telling implementation and management of customer relationship in the hotel st markgy of rules. In this emulous world getting new business, is a big challenge, so hotel organization believes in repeated business from the a identical(p) clientele. With the help of knowledge and ingenuity in work of a salesperson-customer relationship is possible. These days it is being managed by ecommerce so knowledge of ecommerce to the front desk employee peck be added quality of a good salesmanship and it will bring the business from existing clientele.If an organization utilizes the available resources properly, Implementation of hark back management will make major changes in the hotel. It will bring maximum market sh ars of the city concerned. Guest bangingly al focal points looks for the comfortable stay and the l uxury facilities for their money. It is the quality that ever so speaks wear out than any new(prenominal) advertisement. So if front desk employee gives proper feedback to the hotel, hotel can maintains the quality towards the tariff and the interiors which will bring the maximum revenue within a short period. So it is the benefits of the good salesmanship. So as conclusion impinge ond would like to say that good salesmanship is very important while playing avocation of front office department of hotel diligence beca pulmonary tuberculosis it helps hotel not plainly to get good business but maintaining relationship with customers and feedback to the hotel for up footprint of its quality of product and services as soundly.Q.1 (2) Explain, with examples what selling techniques you might use when checking in a guest.Overall selling technique depends upon salesmanship and conformation of guest but in general a front desk person has to founder his or her selling clevernesss griping in mind normal mathematical process of check in. Selling techniques for checking guest is no affaire but a quality of good salesperson. A salesperson should be very friendly and sympathize with to the guest so that customer will be satisfied. Sales person should use up sell technique first while explaining hurt of the available suite, followed by prestigious pricing and cut rate pricing. along with this salesperson should explain how brilliant the facilities argon within the room to dislodge the wrong of the room.There may be a shimmy that same room can be sold at divergent conditions. It is the duty of a good salesperson to find out the train of inclination of the customer for the product he or she is request for and charge price accordingly. During heavy demand of the accommodation it totally depends upon front desk employee-salesperson to maximize the yield of accommodation by selling the same product at different prices as per the customer profile and need . Being a good salesman a front office employee can suggest confused pricing techniques-top trim down pricing, prestigious pricing, cut rate pricing etc, to the hotel to maximize its yield. So it is the quality of a salesperson to chance on and recognize the level of demand and efficacy of a customer to pay for the same accommodation and fixed the price accordingly. (Abbott, P and Lewry, S (1999))For example if at that rig is arriver of guest first of all front desk person should handle the guest with friendly approach, asking for the genial of room he/she is looking for then explain the kind of room available with its pricing. First of all salesperson should try to sell the room at higher price than depending upon the negotiation skill of the salesperson and the budget of customer price can be prestigious or if required and supported by the market moveiment it can be cut rate price be fixed. After this negotiation skill guest should be registered and room should be assign ed promptly. As per the feature if needed guest will be assisted in end registration process. Then on that point will be verification of mode of allowance to be made by the guest-whether cheque, cash in, broadsheet or allowance by company etc. and then guest will be escorted to the roomQ.2. Discuss the type of check in system that you would conceive to see at the turner Hotel.Hotel turner is a big drawstring of Hotel with 297 suite hotel located in Central London. It is part of a well reputed meeting of hotels with 12 hotels running successfully in London and some early(a) major European cities. 42% of its clientele is corporate. Only 8% and 14% amount to walk-ins and leisure guests respectively. For this type of hotel, front office system should enable reception staff to make sure of care record of all qualifications, position of accommodations, detailed about guests and amount billed and received as well. Hotel turner would in like manner require a system that s hould bear elbow room to communicate with all travel agents and activity operators linked to the online reservation system. cordial reception management systems argon the applications/ modules that smoothens a hospitality business. From the room service system in a restaurant, to online reservation and an easy and fast check in procedure, it enables efficient communication and management of operation, eventually growing business and revenue. (www.wikianswers.com) features that Hotel turner should possessed are includesDate wise arrival and departure reports. expound of reservation and Guest ledger which should contains notes on redundant(a) activities etc.Feature should make sure the availability of printers to print the guest cards to provide to guest.Provision to arrange different room to the guest.There should be a perfect system to integrate the bill of different department like-restaurants, spa, award shop, etc.While check out all the possible payment option should offer to the guest so that inconvenience could be avoided.Hotel Turner should have a system that can be efficiently utilize for online reservation system. This type of software package is essential as per the hotels cancellation and tackle policy.Q.3how would the check in procedures differ when dealing with?(a) A guest with a reservationUsually guest check in procedure for silent guest and chance guest is same except for slight variations. hold up in procedures for a guest with a reservation will be as followsReceive the guest with a smile, and greet according to the time. interpret if he/she is holding reservationGet the guest registration card and overeat it up with all the necessary and required details of the guest. engage up the describe and the welcome cardIf the guest is a foreigner, get the C form and fill it up.Allot the accommodationFill the arrival registerPreparation of culture slips and then the same has to be sent to the different departments like telephones, room ser vice and hold etc. spread out guest folioIn field of VIP,etc. inform all the departmentsPre-registration as well involves room and rate assignment and creation of guest folio asunder from producing registration card.There are many steps of registration process, because its teensy-weensy differs from hotel to hotel but mainly these are the six steps common to all the hotelsCourse of action that is to be do before registration.Formality of make registration record.Offering the room.Then payment options could offer and fixed as per the convenience of the guest.Once above has been done then room key can be given.(b) A chance guestIn the berth when guest is a chance guest the process of check in would almost be same except some personas. Like as guest is a chance guest so there will be no earlier reservation done for the guest so in this sequel first of all as process front desk person should check for availability of rooms and there will be efforts to create room for him or he r. Rest of the process like fill up the key and allotting the accommodation escorting till the room will be similar. There may be a case that in case of a chance guest a front desk employee has to utilize his or her negotiation skill for the price of the room as per the level of need of the room by the guest. This is the skill of the employee to materialize the opportunities then and there. So overall the difference in check in procedures for a guest with a reservation and a chance guest is not much- the only thing is role of a front desk person becomes very important because while negotiation and first interaction a materialization of an opportunity can happen.Q.4. Explain the necessity of over meshing and its legal implications in relation to Turner Hotel.The term over mesh is concerned with a situation which shows booking of the room have done excessively than the actual available room with the hotel. In general hotel does this because of reaching 100% occupancies. Hotel books o ver rooms than the available one with historic cultivation and trend which includes un anticipate cancellation. It is the synonyms of over commitment and oversold.No show has been a major cause of concern for the hotels all over the world. It amounts to major mischief of revenue. However, no-shows and the ahead of time departures of the guests unflurried continue to cost hotel money. Although reservation guarantee by dint of the credit cards compensates hotels for only one nights stay in the case of a no-show, but the hotel still needs to recover for a injustice of revenue incase that no-show guest had a multiple-night reservation. (http//www.entrepreneur.com/tradejournals)Because of this panorama of no-shows and early departures, the hotel turner essential unavoidably engage in some level of overbooking to help ensure that those potentially unsold rooms are filled. As we all know, hoteliers who occasionally overbook might have to walk guests once hotel is full. (http//www.en trepreneur.com/tradejournals)Overbooking is very important element of the yield management. everydayly hotels overbook to create backup of cancellations and no-shows. It is a kind of compensating the unexpected loss of the hotel. For this very reason, it is mandatory to forecast cancellations and no-shows. inefficient overbooking generally results in unsold and unutilized inventory (rooms) while on the new(prenominal) hand excessive overbooking results in penalty cost which includes both the pecuniary and prospective loss of the future revenue from the same customer and otherwises imputable to customer dissatisfaction and the subsequent bad word of mouth. The optimal level of overbooking is where the pass judgment cost of overbooking for the next unit to be sold is equal to the expected marginal revenue from that unit. (http//www.decisioncraft.com/dmdirect/revenue_management.htm)While the hotel pains attempts to portray overbooking as an scotch necessity and legitimizes the process by attempts to provide guests with alternative accommodations, the hotels have failed to court the true effect and implicit costs association with the practice. Primarily because it is unexpended to the non-homogeneous(prenominal) state authoritys to regulate the industry. (http//legaldefinition.us)As far as Turner Hotel is concerned from the view point of overbooking, it is advisable not to go for overbooking because there will be breach of contract between hotel and its guests. But from the view point of business and maximizing revenue, it the only way to proceed slim aggressively to achieve 100% job. This is because after introduce booking there is chances of cancellation of reservation as well, even if payment has been made in advance hotel organization has to bear loss for the foregone opportunities in case of booking not done. So keeping in mind these things and profit maximisation it can be done equal to the normal trend of cancellation. Hotel Turner must find a room for everyone who has a reservation and shows up on time to save themselves from any legal complications.Q.5 a) Explain the benefits to a hotel of judge throng bookings?Group booking is simply acceptance of bulge business. In conference bookings both the parties-customers as well as hotel can be benefitted. Customer gets benefit of low rates of the rooms due to the peck booking and on the other hand hotel gets bulk business at a time so even at a less room cost per person hotel welcomes this kind of deal to get instant business and achieves its 100% occupancies.A meeting reservation is for a block of rooms in a hotel. The block of rooms can be for a convention, a meeting, a special event, a tour assemblage (as in present case of hotel turner), or various other reasons. A group reservation can be as teeny-weeny as 5 rooms to thousand rooms depending on the surface of it of it of the hotel. Usually every hotel has different norms and parameters for considering a book ing as group booking, which generally depends on the number of rooms booked. By booking rooms in large quantities, the group receives a lower rate. Hotel is benefitted in this as they get business in bulk and their occupancy percentage improvers enceinte them a agonistical edge over their competitors. Group booking in like manner makes the reservation process easy and hassle free for both the guest as well as the front office associates. Usually when a group reservation is made a code is generated which is specific to that group and each reservation should include this code. To ensure that reservations get coded to the proper group and that correct rates are offered, the person taking the reservation should always inquire if the guest is part of that particular group.Bulk booking is safe to the hotel that is similar to any other business organization where organization gets benefits of bulk business. It is the deal that gives instant cash but per head cost becomes cheaper for the customer and organization both. But from organization point of view it is the instant cash that attracts bulk business and so to the hotel organizations.Other benefit of bulk booking is that there will be less chances of cancellation. In case of individual business if there is cancellation of the booking it is completely loss to the hotel organization. Buta chance of this kind of loss due to cancellation is very less because of concrete plan of the completed group. In group bookings even if one or two persons are not coming there will be almost no impact to the business because of the compact deal for the entire group-this may depends upon case to case, bulk booking is definitely good for the hotel organization.Q.5 b) what factors should the turner Hotel Front representation manager consider when deciding whether to accept the reservation request from wood shavings Tours?Group revenue management is evolving quickly. Revenue managers typically set guidelines for size and rate objectives based upon projected demand for higher valued brief demand. These criterions should be regularly reviewed and revised in hotel Turner. Even if a group request falls outside the preset parameters of the hotel, managers should still evaluate the request. (http//tutor2u.net/ political economy/revision-notes/a2-micro-price-discrimination.html)The basic objective of revenue management is to maximize yields. Acceptance of group bookings would be a great contribution towards achieving the basic objective of revenue management. So first of all Front office Manager of turner hotel should consider the objective of maximizing revenue of the hotel so keeping in mind this objective he or she should accept the offered group bookings.While deciding whether to accept the reservation request of 40 double occupancy rooms for 3 nights 4 days from Excelsior Tours, Hotel Turner should look into the room rate, which is currently GBP 300 on single occupancy.Among the major advances in Revenue Management technology is the incorporation of demand price- responsiveness for any property at any time period and for any market surgical incision, including group. Other than the group being considered, front office manager must consider that this hotel might only have transient demand for these tierce days. Assuming that even if the forecasted demand shows that hotel can pick up one hundred forty-five transient rooms each day at an average rate of GBP 320, which would give the 95% occupancy. Considering these assumed factors we can plot a line that shows incremental contribution at any given price point. From this alleged(a) analysis, one can see that there will be transgress even (no profit no loss situation) with the group at a GBP 230 rate, and that one could generate an incremental contribution. This approach says all about the factors of accepting a group at a requested rate.Some much information is required to decide whether group booking should be accept or not? This information is present occupancy level of the hotel. This information would have very helpful in deciding the acceptance of the deal.BIBLIOGRAPHYAbbott, P and lewry ,S (2002). Front Office Procedure, Social Skill, Yield and Management ,2nd edition , Burlington ElsevierHotel Front Office ManagementBy James A. BardiHotel Management and Operations by Michael J. OFallon, Denney G. Rutherford,International Encyclopedia of hospitality Management by Abraham PizamRobert. J, (1993), Marketing for the Hospitality Industry,kent,hodder Stoughton ltd.The Cornell School of Hotel Administration Handbook of Applied Hospitality Strategy by Cathy A. Enz, Sage 2010Verginis, S. and c. wood R. (2002) Accommodation management perspective for the international hotel industry , London (U.K) ThomasYeomand, I and ingold,A (1997) Yield Management Strategies for the service industries,great Britain.http//tutor2u.net/economics/revision-notes/a2-micro-price-discrimination.html) chafeed on 27/11/2010http//www.e ntrepreneur.com/tradejournals) accessed on 02/01/2011www.wikianswers.com)accessed on 2/01/2011 dwelling house KEEPING hesitancy Part BQuestion No. (1) Role, duties and importance of maintain department. theatre of operationskeeping department is the most important part of any hotel. Housekeeping is responsible for maintaining the tastefulliness, maintenance and the up keeping of all the rooms and the common vault of heavens in a hotel. No one wants to live in a hotel which is dirty hence this lock has great importance for generating business. Since the hotel industry is highly competitive hence excellent service and cleanliness has an ever lasting impact on the guests and determines whether they will come again. Housekeeping aims to keep the hotel clean and comfortable so that the guests keep coming back again and again. M.N.Ahmed (2005)A hotel guest spends about one third of his stay in the room. The form and layout of the room and the furniture in the room is very importan t in comfortable stay and a good impression. Cleanliness of the room, linen paper, room supplies, comfortable litter etc. are the main functions of the department. Besides the room housekeeping overly has to look after the other area like bathrooms and toilets, stairways, common rooms, patterned arrangements, laundries and dry cleaning, maintaining gardens, hotel walls and boundaries and other public areas. Medlik Ingram (1980)The layout of the housekeeping department varies from hotel to hotel and it depends on the size and physical space. It withal depends on the anticipated business. The largest workforce of the hotel belongs to the housekeeping department. The housekeeping department can have the following staff depending on the size of hotel, executive housekeeper, assistant housekeeper, uniform room supervisor, uniform room attendants, helpers, linen room supervisor, linen room attendant, floor supervisor, public area supervisor, administrator HousekeepersAssistant Housek eepersLinen keeperFloristFloor HousekeepersAssistantsLinen maidsHouse portersValetsRoom maidsStaff maidsCleanerswww.city-of-hotels.comexecutive Housekeeper manages the entire housekeeping function of a hotel. This is a very responsible position. An executive housekeeper has to cooperate with other department heads hence the person must have a good rapport within the organization and must possess good organizing skills. An executive housekeeper must have an eye for detail and be committed to the various training and development needs of the people working under him. www.city-of-hotels.comThe various duties that an executive housekeeper needs to perform areResponsible for cleanliness and appearance of hotel rooms and common areas in the hotel. Neat and clean appearance of employees, facilities, corridors, linen, shopping area, gardens and the area outside of the hotels.Hiring and training of the employees. Maintaining discipline among the employees and motivating the employees so that they perform their job well. Having a good knowledge of labour relations so that the employees do not overburden with work as per the regulations. Proper training of the employees so that they follow all the guidelines and give the best service to the customers.Executive housekeeper is besides responsible for developing the model procedures which has to be followed in the hotel. A standard procedure helps to encumber confusion, maintain discipline among the employees and to a fault helps in acting all the activities smoothly without error.Maintaining good relations with other departments. Housekeeping is low-level on other departments like sales to anticipate future demand, get to get the equipment etc. Hence a good relation with other department heads will help in smooth functioning and prevent last minute surprises.Executive housekeeper is responsible for personally inspecting the entire facility. This reassessment has to be on a regular basis withoutfailure. Surprise inspe ctions are too required to keep things in order. He/she is responsible for inspecting all the areas, linen in the hotel. He/she has to pay special attention for maintaining a pest free and hygienic environment.Executive housekeeper has to work closely with the General Manager and update him on the day to day activities in the hotel and also on the plans for any special events in the hotel.Executive housekeeper also has to keep a track of the lost and found items in the hotel. These items can be normal to very expensive. These have to safely kept and also hand over to the owner in the best condition.Executive housekeeper is responsible for proviso of the annual housekeeping budget and then submits it to the general manager for approval.Executive housekeepers also need to manage the suppliers of the housekeeping items and recommend the good suppliers to the acquire department.Apart from the above the executive housekeeper also needs to check the inward orders, inventory of the i tems, quickly attend to complaints, having the preventive maintenance of all the housekeeping items, and always motivating his employees to give their best. Hotel house Keeping training manual, Sudhir Andrews, TMH 2005 Question No. (2)Summary of the main requirements for- Honeymooners, Retired Couples, Disabled customers, Families, Business travellers.The needs of the guests in a hotel are very individualistic. They vary from each other. The hotels classify the guests in various segments so as to offer to their specific needs. The hotel must have a good knowledge about each segment and their special needs. This knowledge will help them to have the facilities in place to cater to the needs as and when they arise.Honeymooners This segment consist of the couples aged between 25 to 39 years. This segment has their own unique needs. This segment focuses more on the comfort solutions that can be enjoyed by them during their stay with the hotel. www.tourism.australia.com. the people in t his segment look out for an unforgettable experience. Apart from the stay they also look forward to visiting places and sightseeing. The hotel has to specially plan for this segment like royal room accommodation arrangement, flower decoration, romantic dinner night, access to special recreational facilities, sightseeing city tours and most importantly taking palm that they have minimum disturbance from the housekeeping staffs during their stay. Apart for all these any special needs also have to be catered so that the people have a nice stay. (www.honeymooninindia.com. )Retired Couples This segment consist of couples whose age is about 60 years. This segment has specific needs which vary astray from other segments. Although this segment has a good spending power still it is price sensible and wants value for money. They want a good place to stay with peaceful environment. They do not want nightlife instead prefer to have a walk in the morning and evening. The hotel has to take ca re of their food recreation requirements. They might need special food due to health reasons. They also might need a doctor during their stay. The housekeeping also has to regularly check with them so as to cater to their needs. The facilities also have to be arranged in a different way so that the usage is not a problem.Disabled customers This segment has very special needs. They need lot of care and attention. The hotel needs to understand their constipation and give respect and great attention to their needs. They might need a wheelchair and a doctor. These customers generally come with family member or helper so the need to the assistant also has to be taken care. The devices like television, laundry and toilet equipments might have to adjust so that the customers can use them without any difficulty.Families value for money and affordability are the needs of this segment. The customers in this segment consist of husband, wife and kids. The customer looks for good and healthy meal for them and their kids. deflexion facilities for the kids like games and various sports for kids.Business Travellers The business travellers represent a large chunk of customers for the hotel industry. This segment includes people who travel on business representing commercial, industrial and governmental organizations. In case of business travellers the peak business demand is experienced from Monday to Friday nights. The reasons for visiting is for conducting business with a local company or for recruiting, training, management meetings, and stopping over between destinations. This segment needs special food, beverage and desserts, nightlife and good facility for meetings and conferences. The hotel also needs to have facilities for pic conferencing, Wi-Fi facilities with good bandwidth.Female business travellers The needs of female business travellers are similar to the male business travellers. The special need of this segment is somewhat safety. The ladies might have to travel at night. The hotel has to provide a drudge which takes them to their destination safely. The hotel staffs also need to have a good desire about the city so that they can guide the lady if she wants to see places. The hotel can also look at having lady staff for give to these customers. It is generally observed that the housekeeping staffs are common for the hotel rooms. By keeping lady housekeeping staffs for female customers would help in proper distinction of the hotel. This would help to showcase that the hotel tries to cater to even the smallest of the details.Question No. (3). conjure some strategies which the hotel might use to identify the needs and wants of its customers.Todays business environment is very turbulent, aggressive and highly competitive. The hospitality industry is characteristized by knifelike competition, constant changes, and a relatively high incidence of failure. These factors not only decide the firms profitability but also decide its su rvival. There is vehement competition in cost of quality, price and market share, and environmental factors. To increase the market share the hotels need additional expenditure. At times the business might need to look at mergers. The hotels have been forced to relook at their existing managerial techniques, assumptions and philosophies. The hotels are not only looking at advance(a) sales and marketing strategies but are also looking at improving the operational efficiency. During the growing stage the hotels might do well without investing properly in service quality and marketing. The succor stage is the maturity stage where the hotels have to deal with intense competitive environment. In this stage the survival requires to deal with intense competition, acquiring customers and to become more effective and efficient. In addition to the increasing concentration, there seems to be a trend towards upgrading quality and maintaining market share, while divesting out of toughened properties. In 1979, Holiday Inns and Sheraton, both among the leaders of the industry, were less concerned with growth and more concerned with improving the quality of properties. (Wyckoff and Sasser, 1981). This proves that the hotels have to develop innovative strategies to gain market share and redefine competition in terms of brand image and quality.The few things that a hotel can do to identify the needs and wants of its customers are objective setting, environmental analysis, organizational analysis, assessment, GAP analysis, strategical choice and implementation. The hotel apart from improving the operational efficiency and marketing also needs to understand the needs and wants of its customers so that it is easier to get these customers.The hotel experience for a customer starts right from the moment he attempts to do the booking for the stay. The booking can be online or physically at the hotel. In case of online booking there are few important things that must be conside red. All the details related to the hotel must be available on the website so that the customer can plan better. The transaction must be safe and quick. The customer must also be acknowledged on confirmation of booking. Every hotel must have CRM enabled s