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  • Published on: 14th September 2019
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Table of Contents

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1 Departments involved and the tasks and responsibilities 5

2 Working relationships 6

3 Functionsheet 7

4 Duty Roster 8

5 Information Front Office 9

6 Concept of Service 10

References 11

1. Departments involved and the tasks and responsibilities

   

For the organisation of the art exhibition, different departments need to be involved in the guest cycle. The main departments are separated in F&B and rooms division. Within these main departments there are separate smaller departments involved. In the following chapters each department will be explained with examples concerning this specific event.

 1.1 Rooms division

1.1.1 Front office is a main point in the hotel. This is mostly the first place the guest sees when entering the hotel. The front office has several tasks:

Checking guests in and out

Making reservations

Guest billing

Setting room rates

Greeting the guest when coming in, setting the first ‘moment of truth' (Leenders, 2018).

The front office can be seen as the nerve center of the hotel and the FO employees can make or break the first impression (Walker, 1996).

The FO employees should: have knowledge of the guests that are arriving to make sure to enhance the first moment of the guest journey. When receiving guests that have travelled a long way, just like our Japanese guests coming, employees should make sure everything is ready so they can rest or start enjoying their day. With a big event in the hotel like the art exhibition and all FO employees are aware of what is going on to help all guest with their questions.

1.1.1.2 Back Office is a part of the FO. The responsibilities of the BO employees are:

Take care administrative aspects

Reservations in the PMS

Making the event agenda

Writing replying to emails

Phone calls with internal and external stakeholders.

Looking at the art exhibition the BO employees will most likely have had contact with the head booker / event planner in order to arrange the rooms and check availability of the conference rooms. Although these positions are not as visible as the positions held by front office personnel, they are as critical to the success or failure of a business.

1.1.2 Housekeeping. This department can make or break a guests experience. When entering a room which has not been cleaned well, the guest's satisfaction will drop increasingly seeing as cleanliness stands at the top of a guest's expectations. An eye for detail is essential within housekeeping but is also a physically demanding work area. Most of the work is done behind the scene but noticed and appreciated highly by guests (Walker, 1996).  Productivity with-in housekeeping is essential and is measured by the person-hours per occupied room (Walker, 1996).

The Almaz hotel has 500 rooms, of which 300 which will be occupied by the art exhibition guest. For this housekeeping must:

Have a good knowledge of the rooms to clean.

Knowledge of guests coming e.g VIP's.

Have an accurate time schedule to make sure all rooms are done at check-in time.

Of course, we want to exceed guest expectations so when FO knows some guest are arriving early, we want their rooms to be ready for the guest to check-in straight away. For this communication with FO is of a big importance(2.1).

1.1.3 Uniformed services or sometimes referred to as guest services is the department with the highest personalized service. Main positions are:

Door attendants

Bell attendants

Valet parking

Concierge

(Setupmyhotel.com, 2018).

This department is here to enhance the guest experience by assisting them when needed. Uniform services employees have face-to-face contact with the guest from the beginning until the end of the guests stay, so an excellent impression should be made. Linking to the Almaz hotel and the art exposition most if not all guests will come in contact with uniformed service personnel, simply by walking through the door or when their luggage is brought to the room.

1.1.3.1 A concierge is a job with a wide range of responsibilities. The concierge of the hotel is there to help you not only when you are in the hotel but also outside the hotel. Having good relationships with good restaurant, clubs and theatre in the area is needed to help guests to go to the best places around. A concierge must have good knowledge of the current and upcoming city events and trending hotspots to inform and guide the guest during their stay.

1.2 Food and Beverage

The F&B department in the hotel is always of big importance. Their responsibilities are to provide food, drinks and service for the duration of the guests stay. For the art exhibition we are to make sure all guests enjoy a wonderful breakfast, lunch, optional snacks and drinks seeing as all event take place during the day. Of course room service is available on request. There should be an F&B manager inplace to make sure all guests receive products that meet or rather exceed their expectations as well as respect the industry's safety standards and uptain them (Best Hospitality Degrees, 2018).

1.2.1 Kitchen, an essential part of F&B. When hosting breakfast and walking lunch for such large groups, a well organised mise-en-place is of high importance.

The executive chef is there for managerial purposes and managing the multiple outlets of the hotel.

The head chef or chef de cuisine is more the head of the actual kitchen. He or she makes controls the whole kitchen and it's staff, is in contact with suppliers creating menus and doing the costs controlling(Morning Advertiser Jobs, 2018).

Besides the kitchen staff the stewarding is their to make sure to maintain hygiene standards.

The kitchen should also take in consideration the current trends concerning F&B. Trends such as use of locally sourced and seasonal products,  reducing food waste and offering gluten free, lactose free and healthier food options should be taken into consideration, to be able to offer the guests exactly what they want (Hotel Online, 2018).

1.2.2 Beverage. Of course, drinks will be served during the event. The beverage department (bar) should make sure there is a good variety of drinks for all guests, including the international guest coming from Japan. The bar employees should be well prepared for the art exhibition so also here a well-organized mise-en-place is key. The beverage manager should have ordered enough of the drinks that are going to be offered and make correct and accurate cost calculations. The bar manager should also take in consideration that more employees should be scheduled to work during the days of the event seeing as the hotel is also still open for other internal and external guests. The bar manager and his team should also always strive to maintain a clean and organized workspace (Smallbusiness.chron.com, 2018).

1.2.3 Banqueting department or events department play a big role during this event. The banqueting department has various responsibilities and task such as:

Knowledge of the event

Knowledge of the times of the arrival, lunch, departure ect.

Knowledge of the food and drinks that are being served.

Setting up each room according to the discussed set-up.

The Banqueting or events manager should make sure the team has knowledge of all this.

He or she should:

Brief all staff on time.

Have an accurate duty roster to make sure there is enough personnel.

Make sure for good communication with other departments involved e.g kitchen, beverage, FO, maintenance and HK.

Lead promotional activities for the event.

Supervise all staff

1.3 Accounting

During the event at the Almaz hotel costs need to be taken into consideration. Of course for this the accounting department is needed seeing as it is their responsibility to collect and keep track of different incomes and expenditure (Bragg, 2018).  Next to this the accounting department will create invoices and guest folios and make sure the budget for the event is respected.

Other tasks responsibilities are:

Make the financial statements of for the company via journal entries

Payrolls

Internal reports showing e.g profitability

Employee expense / payables

Tax payables

1.4 Maintenance & IT

Most of the time, maintenance and IT department are responsible for the processes that support the core of the hospitality organisation. They are there to ensure the safety of all guests and staff, are responsible for improving the energy efficiency of the hotel and reducement of operating costs (International Hotel School, 2018).

During such an event installation of light, music ect is needed. This needs to be done with the right equipment and employees who know how to handle such equipment. Next to the technical issues of the event, maintenance & IT is also need to ensure the guest will experience relaxed guest journey. This starts with a good installed and working PMS and POS. Besides that, all other technical and mechanical aspects of the hotel should be working efficiently. This can go from the key-card systems and BOSE sound system to the shower and heated floor in the bathroom. Everything should be working as it is intended to  not only provide a pleasant stay, but  also for safety reasons. For this well-educated staff should always be present on the work floor, especially during the event.

1.5 Security

No matter if there is a big event happening in the Almaz hotel safety and security of the guest should always be a number one priority of the hotel and is also seen as the responsibility of the hotel by court of law (Walker, n.d.). There should always be some of the security team working in the hotel, but when linking to the art exhibition more staff should be present seeing as the pieces of art shown at the exhibition are of high value. A security executive is in charge of the security department. He or she overlooks all staff members and security systems which protect the guest, employees and hotel property.

Other responsibilities of the security executive and of the department is:

Crime prevention

overseeing and maintaining all hotel policies and procedures.

supervision of the security employees

training and meetings

staying up to date with all worldwide news and trends within hospitality security trends.

(Jobresponsibilities.org, 2018)

2.  Working relationships

Housekeeping and front office

Housekeeping department and the front office department must keep each other informed of changes in guest room status and details of potential house count to ensure that guests are accommodated efficiently. They have to meet frequently to review upcoming hotel events and activities (Kasavana, 2013).

Maintenance & IT and front office

Maintenance & IT examine the front office log book or speciality software for repair work orders (Kasavana, 2013). All requests from guests for any repairings in the room are directed to the front office, which relays them to the maintenance department (Bardi, 2011). When they are finished with the work they inform back the front office department.

Banquet department and front office

As most of the times the banquet department combines the functions of a marketing and sales and food and beverage department, the front office is required to inform guests about scheduled events and bill payments (Bardi, 2011). Front office department also informs the banquet department about the expected number of guests to attend the event.

Security department and front office

Communications between security department and front office are important In order to maintain guest safety and security (Bardi, 2011). The front office should report to the security department for anyone or anything that is a potential threat to the hotel and the guests.

Food and Beverage department and front office

These two departments are communicating via transfers, used to relay messages and provide accurate information. Communication activities also include reporting predicted house counts and processing requests for paid-outs. These services help the food and beverage manager, restaurant manager, or banquet captain to  meet the demands of the guests (Bardi, 2011).

Banquet department and Food and Beverage department

Banquet sales manager organises the event. banquet department is informing the food and beverage department about the number of expected guests, their nationality and food preferences, so they can cater to any dietary requirements and meet the guests expectations.

Banquet department and accounting department

As the banqueting sales manager is organizing the event he needs to know what the costs are so communication with the accounting department is essential.

3. FUNCTIONSHEET

Company name: Embassy of Japan in Portugal

Contact Person: John Newton

Tel/Fax: +393 4568 5468

Date of arrival: 19 September 2018

    GENERAL INFORMATION REGARDING THE EVENT

Time

Event

Banquet room

# people

Setup

10:00

19/09

Arrival guests

Lobby

300

-.

10:30 - 11:00 19/09

Welcoming Reception

Grand Ballroom

482 sqm

300

Standing reception

11:00 - 16:00 19/09

Art Exposition

Grand Ballroom

482 sqm

300

Setup by external company

16:00

16:30

19/09

Closing Reception

Grand Ballroom

482 sqm

300

Standing reception

7:30 - 10:30

20/09

Breakfast

Queens Park II

403 sqm

300

Banquet Setup, 30 tables of 8 pax

FOOD AND BEVERAGE INFORMATION

Time

Event

Banquet room

# people

Food and Beverage

10:30 - 11:00 19/09

Welcoming Reception

Grand Ballroom

300

OPEN BAR

DRINKS

COFFEE

TEA

Oolong

Koucah

Green Tea

BEER

Asahi

Iki Yuzu

Heineken

SOFT DRINKS

Cola

Fanta

Sprite

Orange juice

Apple juice

Ice tea

Tomato juice

WATER

Flat

Sparkling

WINE

RED

Barolo

Rosso di Montalcino

Cabernet Sauvignon

WHITE

Chardonnay

Sauvignon Blanc

Pinot Grigio

FOOD

Different Types of Sushi  600 pieces

Mini Pizza Pepperoni   300 pieces

Mini pizza Margarita   300 pieces

Bruschetta  300 pieces

Arancini  600 pieces

Japanese Nut Mix   60 pieces

11:00 - 16:00 19/09

Art Exposition

Grand Ballroom

300

Same as Welcoming Reception

16:00 - 16:30 19/09

Closing Reception

Grand Ballroom

300

Same as Welcoming Reception

(Sake Cocktail for closing)

7:30 - 10:30

20/09

Breakfast

Queen Park II

300

 DRINKS

COFFEE

TEA

Oolong

Koucha

Green Tea

Matcha

WATER

Flat

Sparkling

Light Sparkling

JUICE

Apple Juice

Orange Juice

Pineapple Juice

Peach Juice

Lychee Juice

FOOD

BREAKFAST BUFFET

Scrambled/boiled/fried  egg

Potato (hash browns)

Variety of cheese

Variety of meat

Variety of vegetables

Variety of bread (croissant, baguette, Slices of bread)

Fruit

Dairy

Cereal

Cold cuts

 

BANQUETING SETUP INFORMATION

Time

Event

Banquet room

# people

Setup of the room

10:30 - 11:00 19/09

Opening Reception

Grand Ballroom

300

Grey area is where the standing reception will take place

11:00 - 16:00

19/09

Art Exposition

Grand Ballroom

300

FURNITURE

3 Bars

24 High Tables

Art exposition setup by external company

16:00 - 16:30

19/09

Closing Reception

Grand Ballroom

300

Grey area is where the standing reception will take place

7:30 - 10:30

20/09

Breakfast

Queen Park II

300

FURNITURE

3 Big buffet tables

30 Round tables

4. Duty Roster

4.1 Banqueting

Date

Time

Staff

Place

Task

19/09/18

8:00 –

09:00

Banquet manager and captain, Waiters

Banqueting office

Morning briefing, Overview of event plan assigning tasks

9:00 – 9:30

Banqueting manager and waiters

Ballroom

Check setup, final additions and/or changes

10:00 – 10:30

Banqueting waiters

Lobby

Welcome guests, coat check, serve welcome drinks

10:30 – 11:30

Banqueting waiters

Ballroom

Prepare for lunch

11:30 – 14: 00

Banqueting waiters

ballroom

Serve lunch and drinks and have

14:00

Banqueting waiters

Ballroom

Clean all plates, glasses and tables

14:00 – 15:30

Banqueting waiters

Ballroom

Keep serving drinks and cleaning.

15:30 – 16:00

Banqueting waiters

Ballroom

Escort guests to lobby

16:00

Banqueting waiters

Lobby

Return coat check and hand out goody bag. Wish guest good day.

20/09/18

7:00 –

7:30

Banqueting manager and waiters

Queen Park II

Check set up, final preparation

7:30 – 10:30

Banqueting waiters

Queen Park II

Serving breakfast, debras

      (Judy Allen, 2009)

4.2 Housekeeping

Date

Time

Staff

Place

Task

19/09/18

9:00 – 9:30

Housekeeping staff (group 1) and supervisor

Housekeeping office

Morning briefing housekeeping team 1

9:30 – 10:30

Housekeeping staff (group 1)

Ballroom and Lobby, toilets

-  Vacuum ballroom and lobby

-  Clean toilets and restock

-  Corridors

-  Elevators

10:30 – 11:00

Housekeeping staff  (group 1)

Housekeeping office

View PMS assigning rooms to be cleaned

10:30

-

11:00

Housekeeping staff (group 2)

And supervisor

Housekeeping office

Morning briefing housekeeping team 2

11:00 – 15:00

Housekeeping staff (group 1)

Rooms

Clean rooms,

-  Bathrooms and towels

-  Linen

-  Living area and bins

-  Desks and closets

-  Restock minibar

-  Restock coffee tea supplies

-  Update PMS

11:00 – 16:00

Housekeeping staff (group 2)

Public rooms

-  Vacuum ballroom and lobby

-  Clean toilets and restock

-  Corridors

-  Elevators

(Judy Allen, 2013) (Astroff T., 2011)

4.3 Front office

Date

Time

Staff

Place

Task

19/09/18

6:30 –

07:00

FO manager FO staff (1)

Back office

Morning briefing, hand over night shift

7:00 –

15:00

FO staff (1)

Front and back office

-  Check-in check-out procedures

-  Handling guest requests

-  Working together with housekeeping updating room status

14:30 –

15:00

FO manager FO staff (2)

Back office

Afternoon shift briefing and hand over

15:00 – 23:00

FO staff (2)

Front and back office

-  Check-in check-out procedures

-  Handling guest requests

-  Counting cashier

19/09/18

-

20/09/18

23:00 –

07:00

FO staff night shift

Front office

-  Check-in check-out procedures

-  Handling guest requests

-  Usual front office tasks

4.4 Uniformed services

Date

Time

Staff

Place

Task

19/09/18

9:30 –

10:30

Door attendants

Lobby and door

-  Welcoming guests and handing their luggage to bell attendants

-  Guiding guests to front office

9:30 –

10:30

Valet parking

Door and garage

-  Handling cars of guests and escorting chauffeurs to assigned roads

10:30 –

11:30

Bell attendants

Lobby and rooms

-  After check-in handling luggage and assigning it to rooms

11:30 -

16:00

Bell attendants

5. Information Front Office

As the front office is the heart of the hotel, other departments need to relay information to the FO employees pre-arrival of the guest, during their stay and when checking-out.

Pre-arrival

Hotel rooms

Total number of hotel rooms

Room type (single or double)

Banqueting room

Guest information details

Special requirements

VIP guests

Payment

Method of payment

Billing address

Contact person

Arrival

Schedule of event

Opening guest account

Occupancy

Guest transactions

Provide guests with information and schedule of event

Departure

Check-out time

Check-out bill

6. Concept of Service

To exceed guest expectations the Almaz hotel will provide the guest with a journey from beginning to end by providing personalised services.

Upon arrival in our hotel, the bell attendants will guide the guests directly and escorts their luggage. The guests will have the opportunity to freshen themselves up in their rooms.

Technology is becoming more important in customer service nowadays, therefore we have created a mobile phone app to guide the guests through their stay. (Vishnoi L., 2017) This will help them to overview the schedule of the event and other information about the hotel and provided services.

When arriving in their rooms, which holds a personalised welcome note in the language of the guest's origin and the guests will be surprised with a special art piece copy on their walls to enjoy. This art piece will be in the theme of the exhibition and with this, the guest will feel connected to their reason of stay.

At check out, our guests will be helped with their luggage and when requested, a private chauffeur will bring them to the airport. They will be provided with lunch packages to accommodate them during their travels home. These lunch packages were designed in 2013, during the Milan fashion week. (Flip Food Lunch Packages, 2013)

A few weeks after the event all of our guests will receive a personal letter thanking them and reminding them of their lovely stay with us. With this letter, they will receive a booklet full of pictures of all the art and showpieces that were exhibited. (Vistaprint, 2018)

With this, the Almaz hotel will make their guests experience last longer.

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