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Hotel Management Analysis

1863 words - 7 pages

Task 1: 1.1 Discuss accommodation and front office services for different organizations.
As there is difference in service between a 5 star and a 3 star hotel, discuss the accommodation and front office services for these two different hotels.

There is an absolute difference between a 5 star hotel and a 3 star hotel. In which, people tend to see a 5 star hotel as the better, more luxurious, modern, state of the art and has more advanced facilities available, whereas a 3 star hotel would be a standard, convenient, hotel where standard quality and service are provided. An example of a 5 star hotel is Rizqun International Hotel and an example for a 3 star hotel is Brunei Hotel.
In a 5 star Hotel – Rizqun International Hotel, one of the front office services are luggage storage. Luggage storage is a room that guests can put their luggage before or after the check in and check out procedure. For example, the checkout is at noon but the guest’s flight is not until 7 in the evening. The guests can store their luggage in the storage room and go out to shop or explore Brunei.
Another front office service is mail and postage. “Guests may ask front office staff to arrange for outgoing mail, and receptionist’s will need to be familiar with the requirements, speed, security and cost of different types of service available. A large hotel such as Rizqun International Hotel there will probably be a dedicated back office mail room, where all the various operations can be handled discreetly and efficiently”. (CTH Diploma In Hotel Management, 2009, p. 216)
Also, travel desk is another front office service Rizqun International Hotel provides. They take care of travel arrangements of guests such as air ticketing, sightseeing tours, airport pickup/drop, etc. Some of the functions travel desk does is to arrange pick up and drop services for guests at the time of their arrival and departure, organizing half day or full day sightseeing and also making travel arrangements like railway reservation or airline tickets. (LCB, 2014) Example of sightseeing tours in Brunei are ‘Kampong Ayer Tour’, ‘Brunei Heritage Tour’ and also ‘Temburung Excursion’. (Royal Brunei Airlines, 2014)
There is also a currency exchange available at the front desk. Guests from other countries can exchange their money for Brunei dollars or others such as Australian Dollars, American Dollars, Yuan, Pounds and Euro.
Lastly, the front desk also has a bell desk. It is located very close to the main entrance of the hotel. They are the ones who handles guest luggage at the time of arrival and departure, escorting guests to their rooms on arrival, and also familiarizing guests about safety features and in room facilities. (LCB, 2014)
In a 3 star Hotel – Brunei Hotel, one of the front office services is vehicle hire or car rental service. Guests can rent a car at the front desk which will give the guests much easier transport.
Another front office service is concierge. Concierge is responsible for making...

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