The Theory of Hospitality and Catering Dynamic Learning published by Hodder Education © 2011 D Foskett and P Paskins Core functions of accommodation management

The Theory of Hospitality and Catering Dynamic Learning published by Hodder Education © 2011 D Foskett and P Paskins Core functions These include: Facilities that are designed to meet the needs of the target market. Clean surroundings. An environment that is safe and secure. The availability of facilities and services to meet guests’ needs. A well maintained building. The continuous adherence to relevant legislation.

The Theory of Hospitality and Catering Dynamic Learning published by Hodder Education © 2011 D Foskett and P Paskins Key challenges in the front office operation (1) Financial control: as they deal with a large quantity of financial transactions each day, such as receiving cash from guests or selling the correct rooms to the correct guests, front office managers must put great emphasis on financial control. This entails correct planning and selling of room inventory, coupled with the monitoring of departmental expenses. Communication: as front office channels information throughout the hotel, it is essential that effective communication is achieved between front office and all its stakeholders.

The Theory of Hospitality and Catering Dynamic Learning published by Hodder Education © 2011 D Foskett and P Paskins Key challenges in the front office operation (2) Complex distributions network: guests need to be reassured that they are buying at a fair price and the information on availability and price is consistent, regardless of the distribution channel they have used. They look for integrity in that system. The distribution channel is the method used to purchase the hotel room, i.e. website, travel agent or tour operator. The management of various distribution channels is a complex and demanding task for managers. This is compounded by the fact that the supply and demand patterns can change quickly. The front office manager must be able to assimilate a great deal of information quickly and make appropriate decisions whilst maintaining consistency across the distribution network.

The Theory of Hospitality and Catering Dynamic Learning published by Hodder Education © 2011 D Foskett and P Paskins Key challenges in the front office operation (3) Fixed capacity: the hotel has a maximum number of rooms that it can sell. On occasions, demand exceeds supply and the hotel fails to meet those demands due to a fixed quantity of rooms. This fixed capacity can limit the opportunity to sell more rooms and achieve greater sales. It is therefore important for front office mangers to be aware of demand trends and to capitalise on them when they arise.

The Theory of Hospitality and Catering Dynamic Learning published by Hodder Education © 2011 D Foskett and P Paskins Key challenges in the front office operation (4) Diversity: with an increase in international travellers the front office needs to be able to meet the needs and expectations of international travellers to ensure satisfaction is achieved. Hotel diversity and inter cultural training is essential to achieve this aim.

The Theory of Hospitality and Catering Dynamic Learning published by Hodder Education © 2011 D Foskett and P Paskins Key challenges in the front office operation (5) Legal framework: to protect the hotel, its assets, employees and guests, the hotel’s front office is required to work within a legal framework.

The Theory of Hospitality and Catering Dynamic Learning published by Hodder Education © 2011 D Foskett and P Paskins Key challenges in the front office operation (6) Major guest interface: the front office department is a highly visible and busy department with lots of activity. It is for this reason that all employees working in this area are well trained and able to meet with a myriad of demands that they are confronted with in their day-to-day exchanges with guests, managers and partner departments.

The Theory of Hospitality and Catering Dynamic Learning published by Hodder Education © 2011 D Foskett and P Paskins Key challenges in the front office operation (7) Perishability: the aim of the accommodation department is to sell rooms. When rooms are not sold they cannot be stored and sold another time as in other industries, for example manufacturing. Therefore, unsold rooms equates to lost revenue. The high perishability of rooms is one of the greatest challenges for accommodation managers.