FRONT OFFICE MANAGEMENT - What are your observation which can made concerning this mishap

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FRONT OFFICE MANAGEMENT

CASE STUDY: 1

Fillipines this was an old hotel in Manila with 10 storeys and 264 rooms. At the time of the fire there were 141 guests including Japanese, Americans, Germans and Australians, and of course Fillipines. The origin or time of the fire was unknown but the first was first discovered at approximately at 6.30 am on the fifth floor. The bellboys knocked at the doors of the guests and requested them to leave the hotel, but did not indicate that these was a fire.

The fire took place during a typhoon and quickly spread through the fifty floor and the open interior stair case. The doors to the exterior fire escape stairways were locked, causing considerable confusion.

Several people jumbed from 8th & 9th floor windows to the roofs of adjoining building as well as to nets spread by fire brigade.

The fire eventually involved all the floors above the second, resulting in an estimated damage of 48 million dollars and out of 141 guests 47 dead and unknown number injured.

Q1) What are the reasons for large scale loss of life?

Q2) What are the fire revealed deficiencies?

Q3) What are your observation which can made concerning this mishap?

Q4) Suggest remedies to fought against such difficult situations?

CASE STUDY : 2

Suppose a hotel has 300 rooms and collects an average of Rs 2000/- per room. Suppose it is operating at 70% average occupancy currently. Let us further assume that these are 100 rooms with one bed (single bedded) and 200 rooms with two beds (double bedded) rooms. Let us say the room tariff is as follows.

a) One bedded room tariff is Rs 3000/- when sold for single occupancy.

b) One bedded room tariff is Rs 4,000 when sold for double occupancy. (This situation is possible when an extra bed is put in the single bedded room).

c) Two bedded room tariff is Rs 3500/- when sold for single occupancy. (This is a situation when a double bedded room is sold to a single occupant).

d) Two bedded room tariff is Rs 4500/- when sold an double occupancy.

Q1) Calculate the Potential Average Single Rate?

Q2) Explain in brief two assumptions on which calculation of potential revenue is done?

Q3) Calculate the yield?

Q4) Calculate the Potential Average Single Rate?

CASE STUDY: 3

Taj Hotel with 78 saleable rooms just finished a 28-days accounting period and had 1412 rooms sold on double occupancy and 560 rooms sold on single occupancy. The rooms sales totaling to Rs 28,60,608=87.

Q1) Calculate the Room Occupancy % ?

Q2) Estimate the average room rate?

Q3) Calculate the Bed occupancy %?

Q4) Estimate the average number of guests per room?

CASE STUDY: 4

Hail Guest ! We ask not what thou art,

If friend, we greet thee, hand and heart;

If stranger, such no longer be,

If foe, our love shall conquer thee

As per Oxford Dictionary a “Guest is a person who is invited to another person’s house on a visit or to dine together”.

In India there is an old Sanskrit saying “Athithi Devo Bhava” meaning the guest is like God and as a person offers his best to God we shall also offer the best to our guest.” A hotel customer is called a guest because the hotel offers homely and Professional Service to him, and established an immediate relationship with him. Thereafter it ensures satisfaction by providing nothing less than “A Home Away From Home”.

Q1) Define the Hotel Guest meaning in brief?

Q2) What are the types of Guests?

Q3) What does the Guest staying in Hotel Expect?

Q4) “Service is a two-sided coin” Explain in detail?

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