Question

Georges Hotel has the following sales procedures: The hotel uses duplicated and pre-numbered guest checks to record customers’ orders; the manager is in charge of monitoring the guest checks. She stores them in a storage container which is kept locked until she is ready to issue them to the servers. At the beginning of each shift, the manager issues the guest checks to the servers and records the amount given to each person on a blank sheet of paper. The server takes the order from the customers and records the information on the guest checks. She then presents the kitchen with one copy of the guest check for them to prepare the order and she keeps the other copy to be handed in at the end of the shift. The server informs the cashier of the order by word of mouth. In the event that there were any errors during the shift, servers are allowed to destroy the guest checks.

1. Identify three problems in the sales procedure of the Hotel, explain how they could be detrimental and suggest a control procedure that could be used to address each problem

2. Name three key personnel normally involved in a Hotel’s front office accounting functions. Of the three, chose one and briefly describe their role.

Answer 1

Answer :

Here I'll tell Georges Hotel and also common challenges they face ( BOTH THE CASES ) :

1 . Marketing Trends and Dynamics :

Challenge: Change in the advertising and marketing trend often creates a problem for the hoteliers. The traditional marketing methods aren’t that effective now. So, for those who have always stuck to the old-school ways, this poses as one of the biggest challenges of hospitality industry. Online marketing is a surefire method, though it would take years for hotel owners to establish their strength. Online deals are booked by genuine guests and major transactions are paid in advance.

Solution: Engaging your guests on social media, messaging apps and other online sources can work wonders and give you results in a few months. Implementing effective digital marketing strategies is a strong solution to such issues in the hospitality industry. Be consistent and patient with whatever tactics you apply.

2 ) Operational issues -

Challenge: There are countless operational challenges in hotel industry. Ranging from reservations management, attending guests, performing all front office operations, maintaining cleanliness in hotel rooms and premises, and more. However, hotel departments often fail to perform all tasks in sync which leads to a chaos and customer dissatisfaction.

Solution - Business operations, front office problems and solutions are connected to an integrated hotel PMS system. The faster you adopt it, the better it is for your property. Your operations are automated and departmental functions are synced with a PMS, because it simplifies communications to a large extent.

3 .Change in guest expectations :

Challenge: Change in guest expectations is one of the biggest challenges in hotel industry. You’ve witnessed that now-a-days guest demands a lot more from the hotel. Free WiFi, entertainment system, unique stay experience and swift check-in check-out services. Owing to the COVID19 pandemic, they’ll also be expecting contactless hotel services to ensure a safe stay. Certainly, it’s quite difficult to abide by these demands because of resource or capital bandwidth, but it’s going to be imperative to do it.

Solution: So, contactless hotel services can be provided with the right technology. Consider deploying a self-service guest portal which will facilitate quick check-in check-out services, share location to your property, and even let guests request for pick-up and drop-off services. Keep yourself updated with the latest hotel industry trends. Doing that will help you meet the changing guest expectations in a better way..

2 . Three Key Personnel normally involved in a Hotel’s front office :

1 . Front Desk Manager

2. Reservation / Supervisor

3. Senior Cashier ..

1 . FRONT OFFICE MANAGER DUTIES AND RESPONSIBILITIES :

FRONT OFFICE CASHIER DUTIES AND RESPONSIBILITIES:

1 .Operates front office posting software.

2 . Obtains the house bank and keeps it balanced.

3.Completes pre-shift supply checklist.

4. Completes Guest check-in procedures.

5. Clarifies customers question or concerns about the charges on their bills.

6.Maintains adequate supplies of outlet stationery for cashiers.

7.Assists with distribution of month end reports as directed by accounts or front office manager.

8.Attends meetings as required.

9.Maintains a track of all high balance guests.

10.Check and follow up on all bills on hold.

11.Check the billing instructions are correct for all expected departure guesta sns setup required auto routing or auto transfer on the PMS / Guest folio.

12.Give on the Job training for new staffs.

13 .May also perform a variety of banking services for guests, Such as check cashing and foreign currency exchange.

14.Post charges to guest accounts.

15.Handles paid-outs.

16.Transfer guest balances to other accounts as required.

17.Cashes checks for guests following the approval policy.

18.Completes guest check-out procedures.

19.Settle guest accounts.

20.Dispenses guest records after the guest checkout

21.Handles cash, traveller's cheque, credit cards and direct billing requests properly.