BMIH6003 Managing Guest Service Operations Assignment Sample

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Introduction

Guest service operations play a major role in the hotels and significantly contribute in managing the reputation and consumer satisfaction. Moreover, it is about the resolving guest issues in an effective and timely manner. There is a need to understand the guest's concerns and thereby takes the appropriate actions. During my unit I was placed in the events and meetings department within the Holiday Inn Peterborough west for handing the guest service operations UK Assignment help. I was majorly responsible for the special events, social gatherings, weddings and conference coordination. The reflective learning long will use the Gibb's reflective cycle to evaluate the experience within the Holiday Inn. The model is based on the six steps, including description, feelings, evaluation, analysis, conclusion and Action plan (Gibbs' Reflective Cycle, 2023). The report will shed light on reflection on the personal development as well.

BMIH6003 Managing Guest Service Operations Assignment Sample

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David Richardson 5 Years | MSc

Learning objectives for placement

• Gain the practical experience within the operations of overall food and beverage services
• Enhance the work based skills such as communication, teamwork and task management
• Boost knowledge about the technology for further development

Section 1: Reflection on the experience and personal development

At the time of my placement, I particularly focused on the supervisory role within the events and meetings departments. In this, focus is placed on achieving the first-hand experience through liasoning with the guests, event planning and managing the room reservations. According to the Gibb’s reflective cycle, my tasks involved the pricing calculator assistance, forecasting and evaluating room’s availability, monitoring the pending bookings via the emails & phone (Gibbs' Reflective Cycle, 2023). I observed the major management of the charity events, funerals, weddings and Christmas parties.

Initially, I mainly felt overloaded by the detail which is needed to maintain the successful events. However, in the starting point, I was afraid of every task and face the fear of failure but after some successful tasks I have developed my confidence. Each booking particularly had the different aspects like as special requests, seating arrangements, catering and guest preferences. However, as I understood the whole procedures, my confidence level get enhanced which also ensures the smooth communication among the different departments while managing the inquiries.

In Holiday Inn, The major factor of the experience was related to the significance of the follow-ups and prompt responses of email; with the customers. By doing evaluation it has found that supervisory role tend to make focus on the requirement of effectiveness and quickness in the Holiday Inn. As the email missing can lead to lose the opportunities of business and booking errors. Moreover, I gained understanding that the teamwork plays a major role, as the key coordination among the various departments makes sure about the success of event.

The overall experience in Holiday Inn focuses on the significance of the organisational, problem solving and communication skill within the management of hospitality. My overall academic studies offered the real world development but the placement permitted me to use the different concepts within the key practical setting. Past industry experiences have also contributed in the application of different concepts within the practical settings. This also helped in reducing the challenges, like as managing the different tasks within the pressure.

The placement In the Holiday Inn mainly developed vocational knowledge via enhancing my capability to manage the multi tasks and guest expectations. By applying the Gibb’s reflective cycle, I have realised that the effective attention and persistence to details play a major role and contributes in the effective and ongoing success within the industry (Gibbs' Reflective Cycle, 2023).

Furthermore, I plan to boost the capability for managing the inquiries of the guest by enhancing the effective organisational habits. This includes development of prioritisation skills and task checklist.

Section 2: Critical analysis of work based skills and technical knowledge

The `effective management of the guest service needs a combination of the technical knowledge and interpersonal skills (Lloyd and Payne, 2023). The problem solving, time management and communication are important for the successful execution of an event. Moreover, reservation systems proficiency and detailing attention are important for maintaining the expectations of the consumers and handling the bookings. At the time of placement in Holiday Inn, I achieved the understanding within the major technical procedures like as reservation systems, guest relations management and event planning tools. By managing the bookings via the online platforms, email and phone played a major role (Van Den Berg et al, 2023). In accordance with the Gibb’s reflective cycle, using the calculators for the pricing to evaluate the costs of event and sharing the lists of availability. The technical knowledge needed for the consumers’ services are data entry, computer skills, data analysis, CRM systems and email management software. However, Initially, I was not well versed about the technology but now I have gained the understanding related to the skills. These skills helped in developing the rates of guest satisfaction and streamline the effectiveness. The capability to anticipate the needs and manage the guest inquires to increase the positive experiences of the consumers In Holiday Inn (Al-Balushi and Atef, 2022). On the contrary hand, developing knowledge of machine learning and developed analytics was the major challenge for me but overtime and by working on it has developed the guest experience. For instance, effectively understanding the patterns of the seasonal demand permitted the team to provide tailored packages and pricing strategies for weddings and Christmas parties.

Section 3: Reflection on the organisational issues

A challenging situation related to the guest service happened when the consumer booked their private dinner for the particular corporate event in Holiday Inn. The consumer was mainly dissatisfied with the changes at last minute arrangements of the seating. The key issue occurred because of the miscommunication among the catering department and sales team. This is leading to the dissatisfied seating plan which cannot match the request of client (Mejia and Wickey-Byrd, 2023). The dissatisfaction of the guest may lead to the adverse experience, developed the frustration between the staff and put impact on the reputation of hotel (Laufer and Gorup, 2019). The overall incident affected the departmental workflow; last minute changes needed the immediate adjustments within the catering arrangements and table settings.

Possible solution:

• Develop the standardised protocols related to the communication in the cross departments to reduce the chances of miscommunication.
• Apply the steps for the final confirmation in which the guest approve the details of event before 24 hours to the scheduled date.
• The workers training for the different roles within the department can boost the skills of workers (Mallari et al, 2020). For example, front desk’s workers might effectively assist the consumers at the time of demand and season. This aligns with the model of job characteristic of the Hack and Oldham, offers suggestion about the satisfaction and development of skills (Hackman and Oldham Model, 2023). This also effectively boosts the employee engagement and overall productivity as well.
• By providing the compensatory gesture, this includes the room upgrade, complimentary drink, to manage the guest loyalty and reduce the dissatisfaction (Riordan, 2024).
• The Kotler’s model of service quality focuses on the significance of reducing the communications gaps which can boost the consumer satisfaction (kotler model, 2023). By implementing the principle will offer help in reduce the same issues in upcoming future events.

Conclusion And Action Plan

The placement In Holiday Inn within the event and meeting department offered the effective understanding related to how management of event can contribute within the satisfaction of guest. By resolving the major issue before they can increases and makes sure about the effective and smooth operations. The effective communication plays a major role for effective coordination among the different departments. This plays a major role for executing of the successful event. Each small factor of the event planning might affect the overall experience of guest. The effective leadership is important to boost the service effectiveness for the consumers.

The overall experience has developed my commitment to the hospitality management carer. In order to boost my skills, I focus to:

• Take the training of software within the event management
• Boost the effective techniques related to the problem solving via the analysis of case study.
• Enhance the capabilities of leadership to manage the effective supervisory responsibilities

By making use of the insights, I focus to boost my competency within positive contribution and maintaining the guest service within the hospitality industry.

References

Books and journals

• Al-Balushi, M. and Atef, T.M., 2022. Hospitality Management Specialization Practical Courses Evaluation and Development. Athens Journal of Tourism, 9(1), p.18.
• Laufer, M. and Gorup, M., 2019. The invisible others: Stories of international doctoral student dropout. Higher Education, 78, pp.165-181.
• Lloyd, C. and Payne, J., 2023. Digital skills in context: Working with robots in lower-skilled jobs. Economic and Industrial Democracy, 44(4), pp.1084-1104.
• Mallari, E., Lasco, G., Sayman, D.J., Amit, A.M.L., Balabanova, D., McKee, M., Mendoza, J., Palileo-Villanueva, L., Renedo, A., Seguin, M. and Palafox, B., 2020. Connecting communities to primary care: a qualitative study on the roles, motivations and lived experiences of community health workers in the Philippines. BMC Health Services Research, 20, pp.1-10.
• Mejia, C. and Wickey-Byrd, J., 2023. Boundary crossing, internships, and the hospitality & tourism talent pipeline. Journal of Hospitality, Leisure, Sport & Tourism Education, 33, p.100441.
• Riordan, T., 2024. Digitally mediated hospitality and algorithmic hostility in the platform economy: Emerging interactions across the virtual domain. Hospitality & Society, 14(3), pp.277-299.
• Van Den Berg, G., Vermeulen, H., Conroy, T., Van Noort, H., De Van Der Schueren, M. and Huisman‐de Waal, G., 2023. Factors influencing the delivery of nutritional care by nurses for hospitalised medical patients with malnutrition; a qualitative study. Journal of Clinical Nursing, 32(15-16), pp.5147-5159.

Online

• Gibbs' Reflective Cycle, 2023. Online. Available through https://reflection.ed.ac.uk/reflectors-toolkit/reflecting-on-experience/gibbs-reflective-cycle
• Hackman and Oldham Model, 2023. Online. Available through <https://humaans.io/hr-glossary/hackman-and-oldham-model>
• kotler model, 2023. Online. Available through <https://www.indeed.com/career-advice/career-development/product-levels>