Task 1: 1.1 Discuss accommodation and front office services for different organizations.
Different hotel offers different type of accommodation and services. Some hotel may offer a complimentary breakfast when guest checked in but some might not have this type of services available in their hotel. These hotels are categorized under a system called the hotel rating systems.
Hotel ratings are used to classify hotels according to their quality. Its main purpose is to inform travelers on basic facilities that can be expected. (Wikipedia, 2014)
There are various ranges of hotel star ratings, from 1 star hotel to luxurious 5 star hotel.
Hotel Star Ratings |
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Other than meeting rooms, Rizqun International Hotel also has gym and swimming pool that needed to be cleaned. In the Brunei Hotel, there is only one meeting room and there is no swimming pool or gym. This shows that the housekeeping department in 5 star hotel has more job to do than a 3 star hotel. (thebruneihotel.com, 2014) (www.rizquninternational.com, 2014) (www.rizquninternational.com, 2014)
Front Office Department
The Brunei Hotel, compared to Rizqun International Hotel is a really small hotel. The front desk does not require a lot of staff. While in Rizqun International Hotel, it have a lot of staff working at the front desk as it always have guest coming in to the hotel, as it is located near to the shopping mall where a lot of people coming.
The front office in Rizqun International Hotel offers concierge service and also a limousine service, but in the Brunei Hotel, they do have a concierge service but they do not offer limousine service like Rizqun International Hotel. (www.rizquninternational.com/servfacil, 2014)
Task 2: 1.2 Analyse the roles and responsibilities of a range of accommodation and reception services staff.
Each department in the Brunei Hotel has different positions. For example, in accommodation service staff, there is the executive housekeeper, linen keeper and room maids while in the reception service staff include front office manager, concierge and a night audit. Each of the staff holds different responsibilities.
An executive housekeeper is responsible for planning, organizing, and developing of the overall operation of the housekeeping department in accordance with federal, state, and local standards and guidelines along with assuring the highest degree of quality guest care is maintained at all times. The Executive Housekeeper directs and controls all housekeeping operations and the staff of the housekeeping department. He/she has to coordinate between housekeeping crews in order to inspect assigned areas and to ensure standards.
The Executive Housekeeper also completes financial management tasks, such as setting and adhering to a budget. Furthermore he/she supports their staff and performs the duties of a housekeeper when required. (coyotes.nhl.co, 2014) (www.hotelcareer.com, 2014)
Other task includes Daily inspection of public areas and employees locker rooms, daily briefing of Supervisors/ Executives and coordinating the preventive maintenance schedule of rooms and public area with maintenance department. (www.setupmyhotel.com, 2014)
The position of linen keeper is to issue uniforms and linen to staff according to systems and the procedures lay down by the hotel management. Also takes inventory and control movement of solid, damaged and fresh linen and uniforms. They also cover sheets, pillowcases, mattress protectors, towels, table cloths, serviettes/napkins, kitchen towels, bar towels, aprons. It may also include soft furnishings such as cushion covers & curtains and bed covers.