Term Paper: Hotel Motel Management Operations

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Hotel, Motel Management Operations

Hotel or motel management is a personnel intensive operation and provides a lot of assistance to individuals residing in areas where there are attractions for people to come, or pass through, but normally the areas do not have any reason for visitors to reside for long periods. The requirements of these visitors are served by hotels.

There is a great potential for hotel and motel operations in many parts of the country. This is also one of the fastest growing industries in the country with many hotels, motels and restaurants remaining open 24 hours a day, all through the week with the purpose of meeting the demands of the visitors there. This is also one of the largest employers in the country with the figures given by National Restaurant Industry saying that this service industry now employs more than 11.3 million workers. This figure makes it one of the largest employers among industries in the country. In terms of ranking, hotel management ranks seventh among all service industries and that is when it is viewed separately from restaurant management. There are 51,000 hotels in the country with a total of 3.9 million rooms. The lodging industry provides direct employment to 1.16 million people and also provides jobs for another 7.6 million jobs through direct employment. (Hospitality and Tourism Management Fact Sheet) major in hotel, motel, and restaurant management degree can prepare an individual to a position for these jobs and they offer excellent pay and offer great opportunity for advancement. The starting salary for a person joining the industry after graduation in this field is between $25,000 and $36,000 and there are also very good chances for later increases in salary after gaining of experience. The opportunities are also available in a large number of other industries as many other industries also give them great value. The similar industries are restaurants, hotels and motels, recreational facilities, school and college food services, hotel training division services, health care facilities, resort hotels, catering and food and beverage administration. Many industries directly visit the colleges for recruitment and among them are Radisson Hotels, Marriott Hotel Division, Choice Hotels, Holiday Inn, Marriott Services, TGI Friday, and many other hospitality companies. (Hospitality and Tourism Management Fact Sheet)

Important learning methods

It is well-known that operational excellence is very important for many service industries today and the importance is growing even further due to deregulation of industry like transportation, banking communications, energy, health care, etc. complications are also coming up due to global competition and rapid developments in information technology. Yet, it is not very easy to understand service operations as the nature of the industry is in itself intangible, very highly variable, not storable or transportable and often has to be provided at many locations and with a significant amount of customer contact at each point. What this means is that service operations are in the end very different from manufacturing operations even in large groups. One of the methods of learning this is through a specific application of methodology in different areas to solve particular service problems. (Service Operations Management) different type of learning comes to individuals who try to set up a new operation and then has it evaluated as each operation has to be different in operation from another. There has to be a distinction from competing operations to give it a chance of success. Another type of study is through attempts at learning methodologies for operation of the business. This is however a very dry type of learning and may end up making a person a good theoretician without any practical knowledge. A similar type of learning is through studies of company profiles, and these often give descriptions of the industry, the key operational problems that may arise in the industry and how some industries have solved the problems when they have met them. (Service Operations Management) It is however important to remember that problems may look very similar in service industries but all solutions have to be understood and applied depending on the personnel available. Different individuals act in different ways and react in different manners when even asked to do something directly. It is this ability of the manager to tackle individuals that makes him a success or a failure.

The Front Office

This is the part of a hotel or motel that any customer has to meet first when the person wants to avail of the services of the hotel. Let us look into the management of this section. This is again a theoretical exercise and individual hotels will have differences depending on the individuals who are running different departments, etc. The operations in any hotel will generally be run by a front office manager, and he will have four different services to deal with. The first of this is revenue management, the second is reservations, the third is guest services, and the fourth is night audit. Of these depending on the size of the hotel or motel, there may be different individuals attending to them, or some parts may be attended to by the manager himself. (The Front Office)

The revenue management is ensuring the collection of room and other charges from the guests, reservations is taking care of the bookings that have been made and ensuring that they get a room of the type they have booked when they reach the hotel and night audit is in checking that all dues to the hotel have been collected and deposited. The guest services are again of three categories - desk staff, concierge and bell staff. The desk staff is those in charge of allocating the rooms to the guests when they come in or go out, collect or give them the keys to the room, and tackle their complaints regarding any matter in the hotel. The concierge is those who take the bags and baggage of the guests and take them from the reception counter to their rooms. The bell staff is those who go to attend the customers when they ask for them by ringing the bell.

The front office manager has to interact with other managers for different purposes. He reacts with the revenue manager to decide the room rates and any changes if they are to be implemented. Then he has to collect from the reservation manager the list of rooms that have been booked for a day in advance and send him information when the manager should stop taking any further bookings. The desk staff generally report to him, but he has to control them so that the customers receive a good reception. The concierge again is responsible to him, generally through the desk staff. He has to find out through them the baggage etc. carried by the customer so that a clear idea about the customer can be collected by the hotel management about individual customers. The bell staff again report to him, probably through a floor in charge and the control of this staff is mainly with a view to ensure that customers get a good treatment. The interactions with the night auditor are not regular and are only with a purpose to see that room rents have been collected and properly deposited. (The Front Office)

Like the managers in every function, it is expected that the front office manager will also try to increase the earnings of the hotel. How does he do it? The matter that he is connected with is the maximization of the average revenue per room. The increase can be achieved through one of the two factors - increasing the occupancy of rooms, or increasing the rate per room of a particular grade. The total revenue comes from the product of these two factors. For this purpose, the manager has to learn to estimate the demand for rooms and this may depend on various factors. Some of this may be learnt from previous occupancy factors and some will depend on historical happenings in the city. It is also possible for the hotel to make special offers to increase room occupancy during some seasons when the occupancy would be otherwise dull. Remember the off-season discounts that come up due to people not going to certain areas during some parts of the year. Then the other important factor is yield management through control of occupancy. This is what determines the length of a day for the purpose of occupancy by a guest. In certain cases it is well-known when the guests would leave or when they would come in and it may be possible to use the same room twice during a day for two different guests. The more number of times, the rooms can be sold twice; the higher will be the earnings of the hotel. (The Front Office) Well the subject can continue, but we have to go through other areas of the hotel also.

Housekeeping

The first question is where the housekeeping system of the hotel operates. This is in lobbies,… [END OF PREVIEW]

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Hotel Motel Management Operations.  (2005, August 31).  Retrieved July 19, 2019, from https://www.essaytown.com/subjects/paper/hotel-motel-management-operations/40903

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https://www.essaytown.com/subjects/paper/hotel-motel-management-operations/40903.