TASK 1
A) INTRODUCTION
Bay View Hotel Georgetown, Penang is nestled at the heart of banking and commercial centre and in its radius are shopping, food, and historical places. Its charming capital, Georgetown, is a magical combination of heritage architecture, colorful festivals with sumptuous culinary treats, all imbued in a culture of small-town friendliness. Bay View Hotel located at close to the sea within the heritage area. There have 333 rooms provide with free Wi-Fi and 320 guestrooms at Bay View Hotel Georgetown offer a range of amenities to ensure a relaxing stay. Recreational facilities include a swimming pool, outdoor hot tub, and gymnasium. For your reservation at the Bay View Hotel Georgetown, please select the dates of your stay and complete our secure online booking form.
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B) FUNCTIONS AND RESPONSIBITIES OF 4 DEPARTMENTS
Function and responsibilities of front office department is register guests and assigns rooms. Accommodates special requests whenever possible. Secondly assists in preregistration and blocking of rooms for reservations. Thirdly Thoroughly understand and adheres to proper credit, check-cashing, and cash handling policies and procedures. Than understand room status and room status tracking. Follows procedures for issuing and closing safe deposit boxes used by guests. Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures. Uses proper mail, package, and message handling procedures. Courier Mail Register.
Function and responsibilities of housekeeping department cleaning rooms and public area. Example housekeeping department cleans the rooms and toilets and wash basins in the room. Apart from cleaning the guest rooms, housekeeping department is also responsible for cleaning floor, terraces, elevators etc. Next is bed making means a guests requires a comfortable bed to take rest, relax and enjoy. Linen management is one of the job of the Housekeeping Department is clothes and linen management. This include all function from purchase of linen to laundering, storage, supplies and to condemnation of this department. Lastly the function is about interior design that art of creating a pleasant atmosphere in the living room with the addition of complex of furnishings, art and crafts, appropriately combined to achieve a planned result or design. These art and crafts have to be well maintained by the house keeping department.
Function and responsibilities of food and beverage department is responsible for providing superb customer service in the areas of food delivery whether it in be banquets, or room service. Promotes positive customer relations by providing prompt, courteous and efficient service to all patrons and guests. Present menu, answers questions and makes suggestions regarding food and specialties. Prepare food items according to menu specifications and ensures readiness of all meals to servers with high attention to detail. Observes guests to respond to any additional requests and to determine when meal has been completed. Clears and resets tables at conclusion of each course and cleans and maintains all dishes, glasses or mugs, cutlery and cooking equipment for the restaurant, lounge and banquet.
Function and responsibilities of kitchen department is to cook and provide meals for the guests. The kitchen department should ensure that all the food is safe for human consumption before serving. It is also to follow cooking procedures, so food is cooked without contamination. It also responsible for catering and food prepared and service if there is a restaurant.
D)Indicate the supporting functions of the 4 operation departments
Front office department branches is about customer service. A hotel front office is where guests are greeted when they arrive, where they get registered and assigned to a room, where they check out. It’s almost important department as it often offers contact with customer. Second branches is about concierge that in charge of all porters, provide information and gives advises to the guests on attractions, tours and shows helps the guests to make booking if necessary. Third branches is about cashier that responsible to settling guests accounts and processing payment.
Housekeeping department branches is about laundry. The laundry department supply linen include the towels such as face towel, hand towel and bath mat, bed linen pillow case and bed sheet, bathrobe and F&B linen such as table cloth, place mat and napkins. Second branches is about room section is responsible for maintaining the spotless and tips top condition of guestrooms. Third branches is about linen is to provide, store and distribute hotel linen and staffs uniforms.
Food and beverage department branches is about planning menu is to revenue and attract the consumers to come again. Second branches is about maintaining daily operation is to optimize the assistance and service to the different F&B outlets and kitchens by maximizing efficiency and productivity while keeping the highest standards of cleanliness and hygiene. Third branches is about cost control is to control the profit margin.
E) The hotel that I want to go after I graduation from Olympia College is E & O ( Eastern & Oriental ) the most famous and luxury 5 star hotel in Penang. Moreover I like to work in the front office. The reason I want to work in front desk is because I daily I will see guests and I will get chance to communicate with them. Meanwhile I will get opportunity to impress and also create a lasting great impression to guests. I also want customer to be happy with the way that I answer them and satisfaction with the information that I provide for them. Satisfaction is a important thing for me because it’s looking for a memorable experience and an energetic service, where it matters the most. At the same time happy customer is a loyal customer, so go the extra mile and provide additional items this always tend to impress. The better the service they provide, the better my reputation becomes. It also give profit for the hotel. This is the reason why I choose front office after my graduation.
Conclusion
In this task I learn about main operations departments and each department roles and functions. This are the thing will help me in future when I’m start to go to work in hotel line. I also learn about the organizational structure of the 4 operation department of the hotel. From the research I done I come to know about all are the thing that I mention. If we are not work in hotel line in future, as a general knowledge we know that all are the department have their duties and functions. this task help me to know a lot of new things and this is what I learn.
Task 2
Introduction
Based on the research and interview that I done in task 1 I get to know about the job qualification for the job position I like. So from all the information that I get, I need to plan to improve myself for the job position that I choose. Because the job position that I choose is front office. Front office is a important department in hotel line and I need to follow all the qualification required. Then only I can success in the department that I choose after graduate from Olympia College.
a) For the front desk job qualification requirement I need to develop myself. Because front desk job make us pressure and the same time we will upgrade ourselves. The qualification need for front desk is greet customer, always simile to customer, be patients, enter day or night calls, help customer all them need, communication, need to know computer skills, maths skills, and science skills, be more acknowledgble, any of the situation must find a solution and solve the problem. Moreover update ourselves with customer, don’t show our face to customer, we need to know how to handle a customer, answering in proper way to customer. This are the important qualification that required for front desk job position.
b) In order to match with the qualification required I also need to improve myself. Because some of the qualification is my weakness such as computer, maths, and science skills this three things are more difficult for me to upgrade. But I try my best to increase it how fast I can. Moreover I need to improve my knowledge better more and finally I must try to be more patients to customer. Of course I’ll be patients but some time I will lost m patients so in that way I need to develop my patients.
c) After my short term I will try to improve myself in computer skills. Because its make me crazy maybe before finish this semester I think I can catch up the subject and also will achieve in that subject. Moreover in 1 year or 2 year long term I can improve in service skills and also speaking English. Because I’m not too good in this part so I hope that those are my weakness will improve in 1 or 2 year long term.
Conclusion
Finally I done my research all I know that after graduate from Olympia College which department I will go in hotel line and for that department I know the qualifications. So in future I can develop myself for that job position.
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