Front desk occupation of any hotel is really of import from hotel gross revenues point of position. Selling and gross revenues section is called gross generator. Front desk occupation is portion of the selling section so it ‘s straight linked with gross coevals activities of a hotel. An employee working as forepart desk employee is holding direct interaction with the invitees. So it becomes really of import for that employee to hold all the main features of a good sales representative. A good gross revenues individual can change over first clip invitee in to reiterate concern invitee by make him or happy and achieve client satisfaction. This is the cordial reception and client demand merely that can be kept in head while managing clients at front desk that will convey client satisfaction. Desired cordial reception and less cumbrous procedure of cheque in and check-out procedure will convey client satisfaction. Working as a Front office director or staff, foremost of wholly he or she should see the available resources of the hotel concerned which need to be focused to the materialisation of the concern.

Good salesmanship is all about selling ain merchandise with credence of the clients. Whatever merchandise one have, a good sales representative will sale that merchandise and do feel to the clients that this is the right merchandise he/she was looking for. This is merely quality of a gross revenues individual that he or she will happen out the budget of a client while conversation and offer the merchandise that give within the budget feel to the client. While conversation it is the quality of a sales representative to explicate the installations of the merchandise to the client that will once more give feel of the right merchandise client was looking for. ( Abbott, P and Lewry, S ( 1999 ) )

Customer relationship direction is new construct in the field of any concern. So it is the quality of a good salesmanship that helps in effectual execution and direction of client relationship in the hotel organisation. In this competitory universe acquiring new concern, is a large challenge, so hotel organisation believes in repeated concern from the same patronage. With the aid of cognition and smarting in work of a salesperson-customer relationship is possible. These yearss it is being managed by ecommerce so cognition of ecommerce to the forepart desk employee can be added quality of a good salesmanship and it will convey the concern from bing patronage.

If an organisation utilizes the available resources decently, Implementation of output direction will do major alterations in the hotel. It will convey maximal market portions of the metropolis concerned. Guest by and large ever looks for the comfy stay and the luxury installations for their money. It is the quality that ever speaks better than any other advertizement. So if front desk employee gives proper feedback to the hotel, hotel can keep the quality towards the duty and the insides which will convey the maximal gross within a short period. So it is the benefits of the good salesmanship. So as decision writer would wish to state that good salesmanship is really of import while executing responsibility of front office section of hotel industry because it helps hotel non merely to acquire good concern but keeping relationship with clients and feedback to the hotel for up step of its quality of merchandise and services every bit good.

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Q.1 ( 2 ) Explain, with illustrations what selling techniques you might utilize when look intoing in a invitee.

Overall merchandising technique depends upon salesmanship and sort of invitee but in general a forepart desk individual has to use his or her merchandising accomplishments maintaining in head normal process of cheque in. Selling techniques for look intoing invitee is nil but a quality of good sales representative. A sales representative should be really friendly and caring to the invitee so that client will be satisfied. Gross saless individual should utilize up sell technique foremost while explicating monetary value of the available suites, followed by esteemed pricing and cut rate pricing. Along with this sales representative should explicate how superb the installations are within the room to warrant the monetary value of the room.

There may be a instance that same room can be sold at different monetary value. It is the responsibility of a good sales representative to happen out the degree of desire of the client for the merchandise he or she is inquiring for and bear down monetary value consequently. During heavy demand of the adjustment it wholly depends upon front desk employee-salesperson to maximise the output of adjustment by selling the same merchandise at different monetary values as per the client profile and demand. Bing a good salesman a forepart office employee can propose assorted pricing techniques-top down pricing, esteemed pricing, cut rate pricing etc, to the hotel to maximise its output. So it is the quality of a sales representative to place and acknowledge the degree of demand and ability of a client to pay for the same adjustment and fixed the monetary value consequently. ( Abbott, P and Lewry, S ( 1999 ) )

For illustration if there is reaching of guest first of all forepart desk individual should manage the invitee with friendly attack, inquiring for the sort of room he/she is looking for so explicate the sort of room available with its pricing. First of all sales representative should seek to sell the room at higher monetary value than depending upon the dialogue accomplishment of the sales representative and the budget of client monetary value can be esteemed or if required and supported by the market sentiment it can be cut rate monetary value be fixed. After this dialogue accomplishment guest should be registered and room should be assigned quickly. As per the state of affairs if needed invitee will be assisted in finishing enrollment procedure. Then there will be confirmation of method of payment to be made by the guest-whether check, hard currency, card or payment by company etc. and so guest will be escorted to the room

Q.2. Discourse the type of cheque in system that you would anticipate to see at the Turner Hotel.

Hotel Turner is a large concatenation of Hotel with 297 suites hotel located in Central London. It is portion of a good reputed group of hotels with 12 hotels running successfully in London and other major European metropoliss. 42 % of its patronage is corporate. Merely 8 % and 14 % sum to walk-ins and leisure invitees severally. For this type of hotel, front office system should enable response staff to do certain of maintaining record of all engagements, place of adjustments, detailed about invitees and sum billed and received every bit good. Hotel Turner would besides necessitate a system that should supply manner to pass on with all travel agents and activity operators linked to the online reserve system.

Hospitality direction systems are the applications/ faculties that smoothens a cordial reception concern. From the room service system in a eating house, to online reserve and an easy and fast cheque in process, it enables efficient communicating and direction of operation, finally turning concern and gross. ( )

Features that Hotel Turner should possessed are includes:

Date wise reaching and going studies.

Detailss of reserve and Guest leger which should incorporate notes on particular activities etc.

Feature should do certain the handiness of pressmans to publish the invitee cards to supply to guest.

Provision to set up different room to the invitee.

There should be a perfect system to incorporate the measure of different section like-restaurants, watering place, gift store, etc.

While look into out all the possible payment option should offer to the invitee so that incommodiousness could be avoided.

Hotel Turner should hold a system that can be expeditiously used for on-line reserve system. This type of package bundle is indispensable as per the hotel ‘s cancellation and Guarantee policy.

Q.3how would the cheque in processs differ when covering with?

( a ) A invitee with a reserve

Normally guest cheque in process for reserved invitee and opportunity invitee is same except for little fluctuations. Check in processs for a invitee with a reserve will be as follows:

Receive the invitee with a smiling, and greet harmonizing to the clip.

Check if he/she is keeping reserve

Get the guest enrollment card and make full it up with all the necessary and required inside informations of the invitee.

Fill up the key and the welcome card

If the invitee is a alien, acquire the C signifier and fill it up.

Allot the adjustment

Fill the reaching registry

Preparation of information faux pass and so the same has to be sent to the different sections like telephones, room service and housekeeping etc.

Open guest pagination

In instance of VIP, etc. inform all the sections

Pre-registration besides involves room and rate assignment and creative activity of guest folio apart from bring forthing enrollment card.

There are many stairss of enrollment procedure, because its small differs from hotel to hotel but chiefly these are the six stairss common to all the hotels:

Course of action that is to be done before enrollment.

Formality of doing enrollment record.

Offering the room.

Then payment options could offer and fixed as per the convenience of the invitee.

Once above has been done so room key can be given.

( B ) Angstrom “ opportunity ” invitee

In the instance when invitee is a opportunity invitee the procedure of cheque in would about be same except some instances. Like as invitee is a opportunity invitee so there will be no earlier reserve done for the guest so in this instance foremost of wholly as procedure forepart desk individual should look into for handiness of suites and there will be attempts to make room for him or her. Remainder of the procedure like fill up the key and assigning the adjustment escorting till the room will be similar. There may be a instance that in instance of a opportunity invitee a forepart desk employee has to use his or her dialogue accomplishment for the monetary value of the room as per the degree of demand of the room by the invitee. This is the accomplishment of the employee to happen the chances so and at that place. So overall the difference in cheque in processs for a invitee with a reserve and a opportunity invitee is non much- the lone thing is function of a forepart desk individual becomes really of import because while dialogue and first interaction a materialisation of an chance can go on.


Q.4. Explain the necessity of overbooking and its legal deductions in relation to Turner Hotel.

The term overbooking is concerned with a state of affairs which shows engagement of the room have done overly than the existent available room with the hotel. In general hotel does this because of making 100 % tenancies. Hotel books over suites than the available 1 with historic information and tendency which includes unexpected cancellation. It is the equivalent word of over committedness and oversold.

“ No show has been a major cause of concern for the hotels all over the universe. It amounts to major loss of gross. However, no-shows and the early goings of the invitees still continue to be hotel money. Although reserve warrant through the recognition cards compensates hotels for merely one dark ‘s stay in the instance of a no-show, but the hotel still needs to retrieve for a loss of gross incase that no-show invitee had a multiple-night reserve ” . ( hypertext transfer protocol: // )

Because of this view of no-shows and early goings, the hotel Turner must inescapably prosecute in some degree of overbooking to assist guarantee that those potentially unsold suites are filled. As we all know, hotelkeepers who on occasion overbook might hold to walk invitees one time hotel is full. ( hypertext transfer protocol: // )

Overbooking is really of import component of the output direction. Generally hotels overbook to make backup of cancellations and no-shows. It is a sort of counterbalancing the unexpected loss of the hotel. “ For this really ground, it is compulsory to calculate cancellations and no-shows. Inefficient overbooking by and large consequences in unsold and unutilized stock list ( suites ) while on the other manus inordinate overbooking consequences in punishment cost which includes both the fiscal and prospective loss of the future gross from the same client and others due to client dissatisfaction and the subsequent bad word of oral cavity. The optimum degree of overbooking is where the awaited cost of overbooking for the following unit to be sold is equal to the expected fringy gross from that unit. ” ( hypertext transfer protocol: // )

While the hotel industry efforts to portray overbooking as an economic necessity and legitimizes the procedure by efforts to supply invitees with alternate adjustments, the hotels have failed to turn to the true consequence and implicit costs association with the pattern. Chiefly because it is left to the single province authorization ‘s to modulate the industry. ( hypertext transfer protocol: // )

Equally far as Turner Hotel is concerned from the position point of overbooking, it is advisable non to travel for overbooking because there will be breach of contract between hotel and its invitees. But from the position point of concern and maximizing gross, it the lone manner to continue small sharply to accomplish 100 % tenancy. This is because after progress engagement there is opportunities of cancellation of reserve as good, even if payment has been made in beforehand hotel organisation has to bear loss for the foregone chances in instance of booking non done. So maintaining in head these things and net income maximization it can be done equal to the normal tendency of cancellation. Hotel Turner must happen a room for everyone who has a reserve and shows up on clip to salvage themselves from any legal complications.

Q.5 a ) Explain the benefits to a hotel of accepting group engagements?

Group engagement is merely credence of majority concern. In group engagements both the parties-customers every bit good as hotel can be benefitted. Customer gets benefit of low rates of the suites due to the majority engagement and on the other manus hotel gets bulk concern at a clip so even at a less room cost per individual hotel welcomes this sort of trade to acquire instant concern and achieves its 100 % tenancies.

A group reserve is for a block of suites in a hotel. The block of suites can be for a convention, a meeting, a particular event, a circuit group ( as in present instance of hotel Turner ) , or assorted other grounds. A group reserve can be every bit little as 5 suites to thousand suites depending on the size of the hotel. Normally every hotel has different norms and parametric quantities for sing a engagement as group engagement, which by and large depends on the figure of suites booked. By booking suites in big measures, the group receives a lower rate. Hotel is benefitted in this as they get concern in majority and their tenancy per centum additions giving them a competitory border over their rivals. Group booking besides makes the reserve procedure easy and hassle free for both ; the invitee every bit good as the forepart office associates. Normally when a group reserve is made a codification is generated which is specific to that group and each reserve should include this codification. To guarantee that reserves get coded to the proper group and that right rates are offered, the individual taking the reserve should ever ask if the invitee is portion of that peculiar group.

Bulk engagement is good to the hotel that is similar to any other concern organisation where organisation gets benefits of majority concern. It is the trade that gives instant hard currency but per caput cost becomes cheaper for the client and organisation both. But from organisation point of position it is the instant hard currency that attracts bulk concern and so to the hotel organisations.

Other benefit of majority engagement is that there will be less opportunities of cancellation. In instance of single concern if there is cancellation of the booking it is wholly loss to the hotel organisation. Buta opportunity of this sort of loss due to cancellation is really less because of concrete program of the full group. In group engagements even if one or two individuals are non coming at that place will be about no impact to the concern because of the compact trade for the full group-this may depends upon instance to instance, majority engagement is decidedly good for the hotel organisation.

Q.5 B ) what factors should the Turner Hotel Front Office director consider when make up one’s minding whether to accept the reserve petition from Excelsior Tours?

Group gross direction is germinating rapidly. Gross directors typically set guidelines for size and rate aims based upon projected demand for higher – valued transeunt demand. These standards should be on a regular basis reviewed and revised in hotel Turner. Even if a group petition falls outside the preset parametric quantities of the hotel, directors should still measure the petition. ( http: // )

The basic aim of gross direction is to maximise outputs. Acceptance of group engagements would be a great part towards accomplishing the basic aim of gross direction. So first of all Front office Manager of Turner hotel should see the aim of maximising gross of the hotel so maintaining in head this aim he or she should accept the offered group engagements.

While make up one’s minding whether to accept the reserve petition of 40 dual tenancy suites for 3 darks 4 yearss from Excelsior Tours, Hotel Turner should look into the room rate, which is presently GBP 300 on individual tenancy.

Among the major progresss in Revenue Management engineering is the incorporation of demand price- reactivity for any belongings at any clip period and for any market section, including group. Other than the group being considered, front office director must see that this hotel might merely hold transeunt demand for these three yearss. Assuming that even if the forecasted demand shows that hotel can pick up 145 transient suites each twenty-four hours at an mean rate of GBP 320, which would give the 95 % tenancy. Sing these false factors we can plot a line that shows incremental part at any given monetary value point. From this conjectural analysis, one can see that there will be break even ( no net income no loss state of affairs ) with the group at a GBP 230 rate, and that one could bring forth an incremental part. This attack says all about the factors of accepting a group at a requested rate.

Some more information is required to make up one’s mind whether group engagement should be accepted or non? This information is present tenancy degree of the hotel. This information would hold really helpful in make up one’s minding the credence of the trade.


Abbott, P and lewry, S ( 2002 ) . Front Office Procedure, Social Skill, Yield and Management,2nd edition, Burlington ; Elsevier

Hotel Front Office ManagementA By James A. Bardi

Hotel Management and Operations by Michael J. O’Fallon, Denney G. Rutherford,

International Encyclopedia of Hospitality Management by Abraham Pizam

Robert. J, ( 1993 ) , Marketing for the Hospitality Industry, Kent, hodder & A ; Stoughton ltd.

The Cornell School of Hotel Administration Handbook of Applied Hospitality Strategy by Cathy A. Enz, Sage 2010

Verginis, S. and c. wood R. ( 2002 ) Accommodation direction position for the international hotel industry, London ( U.K ) ; Thomas

Yeomand, I and ingold, A ( 1997 ) Yield Management Strategies for the service industries, great Britain.

hypertext transfer protocol: // ) accessed on 27/11/2010

hypertext transfer protocol: // ) accessed on 02/01/2011 ) accessed on 2/01/2011


Question No. ( 1 ) Role, responsibilities and importance of housekeeping section.

Housekeeping section is the most of import portion of any hotel. Housekeeping is responsible for keeping the cleanliness, care and the up maintaining of all the suites and the common countries in a hotel. No 1 wants to populate in a hotel which is soiled hence this map has great importance for bring forthing concern. Since the hotel industry is extremely competitory hence first-class service and cleanliness has an of all time permanent impact on the invitees and determines whether they will come once more. Housekeeping purposes to maintain the hotel clean and comfy so that the invitees keep coming back once more and once more. M.N.Ahmed ( 2005 )

A hotel guest spends about one tierce of his stay in the room. The design and layout of the room and the furniture in the room is really of import in comfy stay and a good feeling. Cleanliness of the room, linen, room supplies, comfy bedding etc. are the chief maps of the section. Besides the room housework besides has to look after the other country like bathrooms and lavatories, staircases, common suites, flowered agreements, washs and dry cleansing, keeping gardens, hotel walls and boundaries and other public countries. Medlik & A ; Ingram ( 1980 )

The layout of the housework section varies from hotel to hotel and it depends on the size and physical infinite. It besides depends on the awaited concern. The largest work force of the hotel belongs to the housework section. The housework section can hold the undermentioned staff depending on the size of hotel, executive housekeeper, adjunct housekeeper, unvarying room supervisor, unvarying room attenders, assistants, linen room supervisor, linen room attender, floor supervisor, public country supervisor,

Executive Housekeepers

Assistant Housekeepers

Linen keeper


Floor Housekeepers


Linen amahs

House porters


Room amahs

Staff amahs


Executive Housekeeper manages the full housework map of a hotel. This is a really responsible place. An executive housekeeper has to collaborate with other section caputs therefore ; the individual must hold a good resonance within the organisation and must possess good forming accomplishments. An executive housekeeper must hold an oculus for item and be committed to the assorted preparation and development demands of the people working under him. [ ]

The assorted responsibilities that an executive housekeeper demands to execute are:

Responsible for cleanliness and visual aspect of hotel suites and common countries in the hotel. Neat and clean visual aspect of employees, installations, corridors, linen, shopping country, gardens and the country outside of the hotels.

Hiring and preparation of the employees. Keeping subject among the employees and actuating the employees so that they perform their occupation good. Having a good cognition of labour dealingss so that the employees do non overburden with work as per the ordinances. Proper preparation of the employees so that they follow all the guidelines and give the best service to the clients.

Executive housekeeper is besides responsible for developing the criterion processs which has to be followed in the hotel. A standard process helps to forestall confusion, maintain subject among the employees and besides helps in executing all the activities swimmingly without mistake.

Keeping good dealingss with other sections. Housekeeping is dependent on other sections like gross revenues to expect future demand, buying to acquire the equipment etc. Hence a good relation with other section caputs will assist in smooth operation and prevent last minute surprises.

Executive housekeeper is responsible for personally inspecting the full installation. This review has to be on a regular footing withoutfailure. Surprise reviews are besides required to maintain things in order. He/she is responsible for inspecting all the countries, linen in the hotel. He/she has to pay particular attending for keeping a pest free and hygienic environment.

Executive housekeeper has to work closely with the General Manager and update him on the twenty-four hours to twenty-four hours activities in the hotel and besides on the programs for any particular events in the hotel.

Executive housekeeper besides has to maintain a path of the doomed and found points in the hotel. These points can be normal to really expensive. These have to safely maintain and besides handed over to the proprietor in the best status.

Executive housekeeper is responsible for readying of the one-year housework budget and so submits it to the general director for blessing.

Executive housekeepers besides need to pull off the providers of the housework points and urge the good providers to the buying section.

Apart from the above the executive housekeeper besides needs to look into the entrance orders, stock list of the points, rapidly go to to ailments, holding the preventative care of all the housework points, and ever actuating his employees to give their best. [ Hotel house Keeping developing manual, Sudhir Andrews, TMH 2005 ]

Question No. ( 2 )

Summary of the chief demands for- Honeymooners, Retired Couples, Disabled clients, Families, Business travelers.

The demands of the invitees in a hotel are really individualistic. They vary from each other. The hotels classify the invitees in assorted sections so as to provide to their specific demands. The hotel must hold a good cognition about each section and their particular demands. This cognition will assist them to hold the installations in topographic point to provide to the demands as and when they arise.

Newlyweds – This section consist of the twosomes aged between 25 to 39 old ages. This section has their ain unique demands. This section focuses more on the comfort solutions that can be enjoyed by them during their stay with the hotel. [ ] . the people in this section look out for an unforgettable experience. Apart from the stay they besides look frontward to sing topographic points and sightseeing. The hotel has to specially be after for this section like royal room adjustment agreement, flower ornament, romantic dinner dark, entree to particular recreational installations, sightseeing metropolis Tourss and most significantly ; taking attention that they have minimal perturbation from the housework staffs during their stay. Apart for all these any particular demands besides have to be catered so that the people have a nice stay. ( )

Retired Couples – This section consist of twosomes whose age is about 60 old ages. This section has specific demands which vary widely from other sections. Although this section has a good disbursement power still it is monetary value reasonable and wants value for money. They want a good topographic point to remain with peaceable environment. They do non desire nightlife alternatively prefer to hold a walk in the forenoon and eventide. The hotel has to take attention of their nutrient diversion demands. They might necessitate particular nutrient due to wellness grounds. They besides might necessitate a physician during their stay. The housework besides has to regularly cheque with them so as to provide to their demands. The installations besides have to be arranged in a different manner so that the use is non a job.

Disabled clients – This section has really particular demands. They need batch of attention and attending. The hotel needs to understand their disablement and give regard and great attending to their demands. They might necessitate a wheelchair and a physician. These clients by and large come with household member or assistant so the demand to the helper besides has to be taken attention. The devices like telecasting, rinsing and lavatory equipments might hold to set so that the clients can utilize them without any trouble.

Families – value for money and affordability are the demands of this section. The clients in this section consist of hubby, married woman and childs. The client looks for good and healthy repast for them and their childs. Diversion installations for the childs like games and assorted athleticss for childs.

Business Travellers – The concern travelers represent a big ball of clients for the hotel industry. This section includes people who travel on concern stand foring commercial, industrial and governmental organisations. In instance of concern travelers the extremum concern demand is experienced from Monday to Friday darks. The grounds for visiting is for carry oning concern with a local company or for recruiting, preparation, direction meetings, and halting over between finishs. This section needs particular nutrient, drink and sweets, night life and good installation for meetings and conferences. The hotel besides needs to hold installations for picture conferencing, Wi-Fi installations with good bandwidth.

Female concern travelers – The demands of female concern travelers are similar to the male concern travelers. The particular demand of this section is around safety. The ladies might hold to go at dark. The hotel has to supply a cab which takes them to their finish safely. The hotel staffs besides need to hold a good thought about the metropolis so that they can steer the lady if she wants to see topographic points. The hotel can besides look at holding lady staff for providing to these clients. It is by and large observed that the housework staffs are common for the hotel suites. By maintaining lady housework staffs for female clients would assist in proper distinction of the hotel. This would assist to showcase that the hotel attempts to provide to even the smallest of the inside informations.

Question No. ( 3 ) . Suggest some schemes which the hotel might utilize to place the demands and wants of its clients.

Today ‘s concern environment is really disruptive, aggressive and extremely competitory. The cordial reception industry is characteristized by intense competition, changeless alterations, and a comparatively high incidence of failure. These factors non merely make up one’s mind the house ‘s profitableness but besides make up one’s mind its endurance. There is intense competition in footings of quality, monetary value and market portion, and environmental factors. To increase the market portion the hotels need extra outgo. At times the concern might necessitate to look at amalgamations. The hotels have been forced to relook at their bing managerial techniques, premises and doctrines. The hotels are non merely looking at advanced gross revenues and selling schemes but are besides looking at bettering the operational efficiency. During the growing stage the hotels might make good without puting decently in service quality and selling. The 2nd phase is the adulthood phase where the hotels have to cover with intense competitory environment. In this phase the endurance requires to cover with intense competition, geting clients and to go more effectual and efficient. ‘In add-on to the increasing concentration, there seems to be a tendency towards upgrading quality and keeping market portion, while depriving out of debatable belongingss. In 1979, Holiday Inns and Sheraton, both among the leaders of the industry, were less concerned with growing and more concerned with bettering the quality of belongingss ‘ . ( Wyckoff and Sasser, 1981 ) . This proves that the hotels have to develop advanced schemes to derive market portion and redefine competition in footings of trade name image and quality.

The few things that a hotel can make to place the demands and wants of its clients are nonsubjective scene, environmental analysis, organisational analysis, appraisal, GAP analysis, Strategic pick and execution. The hotel apart from bettering the operational efficiency and selling besides needs to understand the demands and wants of its clients so that it is easier to acquire these clients.

The hotel experience for a client starts right from the minute he attempts to make the engagement for the stay. The engagement can be on-line or physically at the hotel. In instance of online engagement there are few of import things that must be considered. All the inside informations related to the hotel must be available on the web site so that the client can be after better. The dealing must be safe and speedy. The client must besides be acknowledged on verification of engagement. Every hotel must hold CRM enabled package to place the client. In instance the client is doing a 2nd engagement, he should be give particular intervention. In instance of client who is physically present in the hotel to do the engagement different scheme has to be followed. The client should be attended good and given a comfy topographic point to sit and maintain his properties. In instance the engagement would take clip, the client should be told the exact clip and ground for the hold. In some instances the engagement might non be possible due to high tenancy ; the hotel in this instance would seek to look at alternate agreement with permission from the client or assist the client to look for room in other hotels.

Once the client has booked the room and arrived at the hotel, he should be asked for his specific demands related to nutrient, drinks and the pick of suites. Equally far as possible these demands should be catered. A little accommodation from the hotel might travel a long manner in acquiring future concern from the client. The client should besides be asked for his penchant of service.

Different client has different demands which can be understood by inquiring the client, by paying attending to inside informations or by analyzing the competition. The demands of concern clients vary from household clients which are so different from those of honeymoon travelers. The hotel can besides look at its rivals to understand the degree of service that they are supplying and besides provide the same to its clients. Diaries and magazines on hotel industry besides help to understand the altering demands of the clients and the hotels can analyze them to make a better client experience. Another really of import beginning to understand the demands of the client is the client feedback. Many hotels make it a point to reach the client on phone, by electronic mail or inquire the client to make full the feedback signifiers. These signifiers are a good agencies to understand the client demands. They besides help to place the error and do corrections. The client feedback is a good option to assist better the services of the hotel and besides helps to supply a good trade name image to the hotel.

Question No. ( 4 ) . Identify 10 typical security hazards and suggest ways that the hotel could minimise these hazards.

Hotel invitees want to experience safe and secure in their impermanent place. Hotels have a responsibility to protect them. After all, the concern depends upon them. Other than opportunities of decease or any sort of hurt and devastation, the inauspicious promotion from an incident, can ensue in destroyed reputes, neglecting concern and knock-on effects to touristry in the state or part. The hazard to hotels can besides increase because of the individuality of an single invitee or his or her household. VIP ‘s, famous persons or the ill-famed can show particular troubles. Hotel staff may non even go cognizant of hazards that some invitees may convey with them. Consequently a hotel must be argus-eyed at all times.

Hospitality Risk Control helps to measure whether the safety and security processs are being followed in the hotel. A hotel can ne’er last if the clients are non certain of their safety or feel threatened. Proper hazard appraisal and control helps to guarantee you that the employees and invitees are moderately safe against any foreseeable harmful events. The current economic and geo-political environment has made the safety the decisive factor for the clients.

The assorted hazards that a hotel and its clients can hold are:



Theft & A ; robbery

Invasion of invitee privateness, by locals, imperativeness, involvement groups

Disputes between invitees or staff taking to violence

Natural Disaster ( e.g. Fire, Earthquake, Power cuts etc. )

Insecure electrical installings

Sneaking on the telephone conversation

Stealing watchwords and insecure online minutess

Hidden cameras in suites

For proper hazard control it is really of import to understand and entree the hazard. The hazard must be clearly understood and the proper steps must be in topographic point to undertake the hazard. A hotel can better the security and cut down hazard by utilizing assorted schemes like:

Performing a comprehensive security reappraisal – this has to be done by the senior direction along with the support of the junior staffs. This activity would assist to reexamine the security and understand the hazards.

Fixing schemes programs and procedures – this activity is really important as it helps to hold a chiseled program of action in topographic point to forestall and pull off any hazard state of affairs. Proper planning must be in topographic point and the employee must be good cognizant of them.

Supplying systems advice & A ; oversing – the senior direction must be straight involved to forestall any hazard state of affairs and any questions from the subsidiaries must be instantly answered. Rivals should besides be looked at to understand their security steps and good illustrations must be implemented.

Training staff on security consciousness, direction and reaction to events – the staffs must be good trained to forestall any hazard state of affairs. Periodic drills must be performed to do the staff good cognizant of the safety processs. Help of local security bureaus constabulary and fire brigade must be taken while carry oning the drills. This would be of great aid if any hazard has already taken topographic point.

Discreetly look intoing leery or alleged activities – at that place should a nucleus squad comprising of senior direction and the staffs to carry on periodic cheques on any leery activities. The perpetrator should be instantly punished and the betrayers should be handsomely rewarded.

Bettering dealingss with national and international constabulary & A ; security – as discussed above the local constabulary and the bureaus should be involved in the drills. They should besides be involved in leisure activities at the hotel so as to hold a good relationship with them. Any advice from these bureaus should be instantly considered.

A hotel can hold legion benefits of holding a safe and unafraid environment. A safe environment helps in discouraging felons and terrorists, improves staff morale, trust and teamwork, and helps to supply better service to invitees. The invitees feel safe and unafraid and this brings better promotion and improved repute, increased tenancy of both local and foreign tourers and increased regard and coaction with local authorities and constabulary.

Appreciating the exposures of a Hotel is critical to supplying proper security. Entry and issue monitoring, guest engagement in processs, Key direction, CCTV direction, Staff vetting, and staff preparation in security are some of the cardinal countries. Though there are security issues common to all Hotels, merely a thorough security reappraisal of the single location and its environment will place specific issues. Any countries of failing can be highlighted, countermeasures introduced, processs developed and staff trained to move professionally in the best involvements of Guests, Staff and Proprietors.

QUESTION No. ( 5 )

Fix a list of methods that the hotel might use to curtail the entry of dirt into the edifice. Give inside informations on each method and exemplify your reply with exposure if possible.

Entry of dirt in to the hotel edifice is major job for the hotel and for housekeeping section of the hotel every bit good. There is unneeded engagement of work force in the uninterrupted cleansing activity due to entry of dirt. Hotel property-imported accoutrements are being damaged due to dirty. As per ISSA- International Service Supply Association the cost of taking one lb of soil is over $ 500.00

( Patricia Graddy ) available in

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So it is really of import to curtail the entry of dirt in to the hotel edifice as precautional steps.

There are several steps that can be applied to curtail the dirt in to the hotel premises:

Walk-off mats:

Walk-off mats inside and outside the edifice can be placed to cut down the spread of farinaceous sand so that floors can be saved from abrasions and life of rug or other flooring can be extended.

Entryway designs

Simply puting mat is non the lasting solution of curtailing dirt. In exterior Outdoor paseos should be composed of rock, brick or concrete ; surfaces should be textured, so dirts are scraped off places before people enter the edifice. The most effectual entry ways are pitched so they can easy run out and non cod H2O and liquids. ( Patricia Graddy )

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Use of Technology:

Technology helps a batch in taking dirt and protecting from dirt. Some of the technological equipments are given below:

Room-sized air cleansing agent is equipment that is placed in sleeping rooms largely or even it can be placed in any room where dirt entry is likely. This equipment absorbs dirt and removes most of the atoms that can be unsafe for wellness.

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Electrostatic precipitator

This equipment offers high efficiency in taking little atoms. This equipment can be installed near place furnace and in the return air canal. This equipment has a dust aggregation home base that is removable. This home base has to be cleaned on regular footing to hold its effectual usage.

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Vacuum cleansing agent:

This vacuity cleaner is fundamentally for dust control. There are filters in this equipment which eject all right particulates from air like normal cleansing agents but its HEPA filter makes it more effectual the this occupation of taking all right particulates from the air.

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Passive Soil De-pressurization System

This system helps to protect hotel premises from gaseous pollutants particularly those pollutants which comes from land. The mechanism of this system is such that is to be used with a fan which extract air from the sub-slab part and make it under force per unit area so that it prevents injury to the edifice. ( hypertext transfer protocol: // )

Question No. ( 6 )

Fix a sum-up of employer ‘s and employee ‘s duties under the Health & A ; Safety at Work Act ( 1974 ) . Please carefully research and note any alterations that may hold taken topographic point in the jurisprudence late.

The Health and Safety at Work Act 1974 was passed in the British parliament in 1974. This act defines the wellness and safety issues that must be considered at work and it besides helps to place the assorted duties of assorted people i.e. employees and employers at the work topographic point. The act clearly mentions the duties of the employers and employees. It besides tells about the punishment measures in instances where any divergence happens. The act holds the employers responsible for the wellness and safety at work and besides responsible for the people who are affected by the work that is done. This act besides says that the employees must take attention of them while on work. The employees must follow all the guidelines given to them while working and take attention that they are non hurt while working.

Harmonizing to the act, the employers must safeguard the wellness, safety and the public assistance of the employees and other people who work for them. This act covers all the machines, equipments and other articles which are used by the people at work. The act says that the workers must follow all the working policies and should non damage or misapply any object provided to protect them.

This act can be applied to any industry for employee safety. This act defines two of import constructs of safety. It explains about jeopardy and hazard. Harmonizing to this act, jeopardy is something that has the possible to do injury. Similarly hazard is something by which we can place the potency of any jeopardy.

The general responsibilities in wellness and safety act are covered under assorted subdivisions given as below:

Section 1 – This act is chiefly concerned with the wellness and safety of the people at work. It besides applies to the well-being of the people who are straight or indirectly impacted by the work and besides controls the usage of explosive substances, chemicals or other unsafe substances at work.

Section 2 – this subdivision states the intent of act to keep the wellness and well-being of employees and other people.

Section 3 – this subdivision lists the responsibilities of the employers towards their employees

Section 4 – this subdivision tells about the responsibilities of the self-employers and besides asks them publish information to the public about any possible jeopardy.

Section 5 – this subdivision tells about the responsibility of the people who are in control of the premises so that they do non put on the line the life of the people working with them.

Section 6 – this subdivision mentions the responsibilities of the providers, makers and the interior decorators of the equipments used at work. These people should guarantee that their merchandises do non in any manner endanger the safety of the people who are utilizing them.

Section 7 – this subdivision tells about the responsibilities of the employers to take attention of their ain and their colleagues safety and to collaborate with the employer in pull offing a safe environment.

Section 8 – this subdivision places a responsibility on everyone non to interfere in any manner so as to jeopardize the safety and well-being of the people and make a hazard.

Section 9 – this tells that the employers should be responsible for supplying their employees with the necessary safety cogwheels and the equipment free of cost and to develop them on their use. [ Health and Safety at Work etc. Act 1974 ( Commencement No.1 ) Order 1974 ] available on

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This act helped to greatly cut down the work related accidents. In the words of Lord Grocott the wellness and safety act reduced the fatal hurts by 73 per cent, non-fatal hurts by 70 per centand the entire rate of hurts by 76 per centum. [ Hansard, House of Lords, 4 July 2008: Column 473 ]

In instance of hotels few of import safety points that can be considered are

Electric overseas telegrams which might do a daze and even decease

Chemical used to clean the premises

Proper lighting of stepss, suites, back streets and other public countries

Heavy objects, pointed and crisp objects should be placed in a secure location

Water should non be left spilled in floors, boards should be placed to place cleaning being done


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