Hotel management operation

Sky city grand hotel

Centrally located in the heart of Auckland City, the SKYCITY Grand Hotel is a 5 star masterpiece of
contemporary elegance and style. The Grand Hotel 316 guest rooms are luxurious and comfortable.
Sky Hotel offer you to enjoy an enhanced level of housing, warm and comfortable style, as visitors
travelled to provide a relaxing, soothing tired of the best accommodation. Each decorated in a
comfortable, such as are provided for convenience and business travelers all the features.
Comfortable, spacious rooms designed for the performance of Auckland, elegant aesthetic of
contemporary style, facilities provide non-smoking rooms, air-conditioning, bathrobes, daily
newspapers, movies on demand service. To complete this well-known hotel with good facilities such
as 24-hour room service, shops, casinos, executive floors, elevators, coffee shop, bar, laundry service
or dry cleaning to allow visitors easy to use. The hotel has massage, gym / fitness facilities, sauna,
spa, fitness and recreation facilities, outdoor swimming pool; you can relieve fatigue and relax.
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accept many kind of guest. For example tour group, people who want to
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refresh and businessman. In reception area there are only 2 or 3
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desk and lobby are much cleaned and couches are always decoded
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very well. There are no stain, dust and finger print. About security there
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are security camera and no shelf behind of reception desk. The staffs in
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reception treat guest in formations very well on the computer.
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The 5 stars hotel like sky city grand hotel there are many department such
as housekeeping, reception, maintenance, Concierge etc. Each department
effect entire front of house and make one hotel business. That is what
reason every department has different responsibilities which include enough
staff, training, plans, monitoring, organizing procedure for meeting budget
and trying to full occupancy. Each department has different operate
manager. They have to carver their section and make sure each department
runs property. If they do not run property the hotel has lot of complain and
don't get profit and occupancy. And they have to evaluating their policies
and procedures to ensure each department run to the best of their ability.
Policies and procedures are very important because these things make
image of sky city grand hotel. Not only each department have they had to
evaluate services from feedback that include review and complain-list.
There are staffs that can speak 2 and more languages and treat guests well
in sky city grand hotel. The hotel is required to train staff and recruit. For
hiring new stuffs and making sure they can do same standard work they
have to make proper SOP. SOP must cover two points. First one is making
sure SOP provide teaching new stuff what to do properly. Second one is
that SOP must be consistently of high level. So it is efficient to make a detail
guide how to work in front of house area. In sky city grand hotel there are
many services, amenities, accommodations. The staffs in reception area
have to charge and record correctly. That’s why they are required to skill to
use POS system and PMS system. PO S system allows pricing every
product and services and calculating the amount.PMS system is tool to sell
room and services. They can use a different type of PMS system for
example Micros Filed and Opera and Roonsofe. These systems provide
different type of information of different type of room or package. For
example what types of accommodation are booked or not. Pricing plan
usually is taken care of by the Yield or Revenue manager. A manager has
to focus selling the right rooms to the right guests at right time. Using the
PMS system and front office stuffs backdate. Using and relating big event
are also important. Pricing is very important to make a right way hotel
Financial Every hotel include sky city grand hotel must have its own
strategy. Therefore they have to know their current situation
and problem to make plans for the future. For example the
financial manager has to know which room or services are
sold very well or not .When he/ she find that problem that
effect to vacancy that also have to fix them felling something
making or replacing something to make money. So financial
manager have to communicate front oh house are manager
and use POS system very well to get these information.
Human Every employee goes through sign to the hotel. First human
Resource resource department have to decide who hire many type of
skill full people. Usually human resource manager hire so
he has to be careful who he hire. Because some people
who don't work full time job apply for the job in hotel. Also
human resource department to make some policies and
procedure which decide who is hire or not.
Quality Nowadays there are many ways customer provide feedback
for example rating, qualm ark and customer complain list.
Hotel is rationed by different forms. There are also lots of
internet reviews. If hotel has many good reviews they can
get more business and profit. If there are many bad reviews
they lost many business and profit. In the other hand bad
reviews and customer complain list can become a good way
to improve hotel service. When hotel get bad reviews and fix
their problem costumer become happy. Every customer
wants to be treated property and value for money. In web
site of sky city grand hotel they have contact page that we
can contact every department and manger. It makes us they
are willing to accept their problems and try to fix them for us.
sale& marketing These days’ travelling abroad has become easy for many
people from all over the world. Therefore the business of
hotel has big potential as well. That’s why marketing
department is most important segment in the effective
management. The business of hotel always depends on the
performance of marketing department. First they have to
decide how to sell accommodation, room, services, and
products to which target. So they need to try to understand
different type of customer such as family, businessman,
disable people, VIP guests etc. And they decide which
customer has potential and good business for hotel. It is
also important to promote accommodation, room, services,
and products through the internet marketing. Search engine
optimization has become one of the main tools of marketing
because it is very efficient to promote the name of hotel for
people in many countries. Successful strategies are many
different type of strategy. But every good strategy brings
customer consistently and sells room by full right price at
right time. So there is always full occupancy. Sky city grand
hotel also offering special rates through multiple internet site
including their own website for example free breakfast in
advanced reservation and late check-out in business pack.
Customers Hotel wants customer stay in hotel and using their money in
for example room services TV amenities restraint and gym.
Customers’ services management is very important
because it has to follow procedure to provide same services
consistently. Hotel focus on providing high quality customer
services so they have to make sure paying attention to
improve and training staffs well.
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Using customer services is very important because if hotel provide a better

services they can ask a lot of money and make sure guests come back
again. It means they can get more profit. That is why hotel have to make a
successful customer service policy. A successful customer service policy
must build a support structure by people capability, customer service
satisfaction and an effective route to market strategy. Hotel guests always
want to be treated well and get satisfaction. For example they expect basic
courtesy, empathy, competent and efficient service. To know these
customer expectation hotel have to monitor customer service and
satisfaction. They are also required to have effective communication with
guest for example customer feedback, internet review, complain-list etc.
When they can know customer expectation from survey, they try to staff to
fulfill customer expectation and satisfaction. So staffs are required to have
ability to answer almost any question about their services and
accommodations. And then hotel can get more repeater and more many. It
becomes staff more promotable. If they can get promote they get more
responsibility and confidence. the methods of assessing the quality of
customer service provision Service quality in Hotel are all about the
customer satisfaction. Good services always bring good profit and make
sure customer stay again. That is why most hotels will try to improve their
serves to meet and exceed customer expectation. There are many ways to
assess the customer serves in hotel these days. For example call
monitoring is one way which survey with different type of question which
include basic courtesies empathy, knowledgeable help, flexible listening and
verbal skill ,willingness to help etc. These question much customer
expectation and are effective communications. In other ways of monitoring
are customer surveys which usually are specific to a particular department
or services for example reception, porter, housekeeping etc. These surveys
are really good tool to know staffing level and ability to do services. So hotel
management can determine which department are providing high quality
and make code of practice and deferent type of standardized procedure that
every stuff have to follow in deferent type of department. Code of practice is
a rule of hotel that is basically directed to professionalism for hotel and
every stuff member must abide.