To generate added revenues, I would like to focus on channeling more resources on the Room Department together with the Food and Beverage, Sales and Marketing as well as the Security. These departments maximize the best customer service standards by satisfying guests and reflect the organizational values of the hotel. Statistically, the Room Department (Front-Office, Reservation, Housekeeping, Uniformed Service and Telephone) is every hotel’s major source of income produced from room sales.
It is the heart of the business as employees here accommodate and coordinate guest services, make reservations and registrations, maintain and settle guest accounts, create guest history records, and build a database of guest information. The Food and Beverage is said to be second largest revenue generator. Food is simply a necessity. This department does not only serve hotel guests but is open to the public and can perform catering functions during conferences, conventions, and special occasions. Security is extremely important so that guests, visitors, and employees too would feel much safer while enjoying their stay in the hotel.
The department likewise patrols, monitors, and protects the assets and properties of the hotel. A hotel cannot exist without Sales and Marketing because this is where strategies and plans are formulated.
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Most jobs at the Accounting Department like processing payroll, compiling financial reports, making bank deposits, and collecting due accounts among others can now be done by advanced information technology. You need only a handful of skillful employees with computer know-how to perform complex tasks. With this technology, one employee can now do jobs used to be handled by five. The Engineering and Maintenance Department oversees the structure and grounds of the hotel and its electrical and mechanical equipment. Perhaps, some major jobs could just be done by outside contractors instead of maintaining full time salaried employees.
Securing limited professionals to do inspections and minor repairs would be sufficient. Recruitment is one of the core responsibilities of the Human Resources Department. However, hiring employees can now be done on-line that saves time, money and with ease. After reviewing, I can say that some of the department’s duties such as calculating salaries, benefits, and tax; monitoring attendance and carrying out administrative paper works could be achieved effectively by the aid of information and communication technology, to be performed by competent individuals. Lastly, a small percentage of guests and visitors have used the Conference Center.
Not everyday the center is alive with activities but only during the special events. Maintaining the current settings and cleanliness of the facilities will be good enough. The reason over the high cost of human resources for the past 10 years is because of the advent of terrorism and my goal of building a culture of strong customer service. Protecting the safety of all people inside the hotel was of great concern thus, more security personnel were deployed 24/7 to cover all areas of the hotel at the same time the installation of monitoring gadgets at strategic locations.
To create an atmosphere of reliable standard of service trainings for employees were conducted to upgrade their skills and knowledge in treating the diversities of customers who came from different social, economic, and political backgrounds. Empowering our employees would bring out the right attitude and the best potentials in the performance of their duties. This will also prepare the hotel to embrace global change in meeting customer expectations, capital movement, and the application of new technologies.
Verret, C. (2000).Creating a Culture of Customer Service. Ideas and Trends: Hotel On-line. Hospitality Consulting and Training. Retrieve August 8, 2006, from http://www. hotel-online. com/Trends/CarolVerret/CreatingCulture_Sept2000. html American Hotel & Lodging Association’s Technology Committee. (2002). An Introduction to Hotel Systems Fundamentals & Glossary. Retrieve August 6, 2006, from http://www. unlv. edu/faculty/pbrewer/An_Introduction_to_Hotel_Systems. pdf#search=’An%20Introduction%20to%20Hotel%20Systems%20%3F%20Fundamentals%20%26%20Glossary%20%28AH%26LA%29′