Real Life Service Organization Samples †MyAssignmenthelp.com

Question: Discuss about the Real Life Service Organization. Answer: There are various service organizations which fulfill our daily needs in everyday life. One such type of industry can be referred to as the hotel industry. This type of industry tries in satisfying the needs of the customers. From the past three years, I am working with the Marriott hotel and it had given me ample of opportunities to gather knowledge about the various kinds of services which are being provided by the hotel. I used to work as a chef in the hotel. I have gone through various kinds of experiences from the day I joined the hotel and till the day I have worked with them. I have come across the various kinds of departments in the hotel and it also gave me knowledge about the various kinds of departments in the hotel. There are two sub divisions which are associated in the operation of the hotel. They are classified into backend and frontend operations. Flowchart of the Frontend Operation of a hotel The first stage which is associated with the hotel is the face of the hotel. The face of the hotel is considered as the first point of contact for a visitor of that particular hotel and it is regarded as the foremost service which is provided to the guest. The operation in this phase comprises of the reception counter, reservation counter, desk manger, porter service and concierge service. It was very vital for me as a chef to keep myself up-to date with the latest information of the various departments in the hotel. It is my responsibility to check with the front desk manager about the guest who has checked in the hotel so as to get a proper idea of their choice of food and beverages (Baker, Bradley Huyton, 2011). The front end operation of a hotel plays a very vital role in the successful running of the hotel. The same is the case with Marriot hotel. When any guest walk into the hotel, the front desk manger welcomes and tries to solve his/her queries. After the guest is comfortable with the rules and regulations and with the price of the room, he/she has to approach the reservation counter to book a room in the hotel. It is very vital for the hotel to run the reservation counter properly because the customers will check the availability of the rooms and book them according to the availability. This also keeps the guest or the visitor informed and it is also vital for me to get a proper idea of the different guests who have checked into the hotel. After booking a room in the reservation counter, the guest has to visit the reception counter and the receptionist helps him/her with the various information of the hotel. I always stay in touch with the reception counter so that the visitors can cal l us and it becomes comfortable for the visitors to book on their behalf. The concierge counter is engaged with the task of fulfilling the request and wishes of the visitors. The concierge also tries to confirm that they fulfill all the requests of the customers. The guest finally visits the porter counter and then the porter carries the luggage to his room. I also interact with the porter sometimes on my leisure times so that I can get an idea of the likes and dislikes of the customers. It has been observed that sometimes the guest discusses their likings and disliking with the porter. The rooms in Marriot hotel are very spacious and it includes pokies bar, function hall, karaoke bars. In the functional hall, various entertainment programmes are organized for the visitors. This includes various kinds of concerts, other forms of comedy and various types of entertainment. In the karaoke bar, the visitors sing different famous songs and enjoy among themselves. It can be said that the restaurant of Marriot is one of the most popular restaurants in that particular location. Many visitors come to the restaurant to spend some time with their families having some famous cuisines prepared by the famous chefs. The entire restaurant works in co-ordination among the servers and the waiters. A pianist is also appointed in the restaurant to maintain proper ambiences for the visitors. Flowchart depicting the backstage operation of the hotel Marriot hotel has a very dedicated team at the backstage department. This backend team works in association with the frontend team and thus helps in fulfilling the needs of the guests. I being a chef is a part of the backend team of the restaurant. This backend operation team consists of various departments such as the kitchen department, housekeeping department and the laundry department. The housekeeping department of Marriot hotel is the disciplined and the organized department in the hotel industry. Proper training to provide to the housekeeping team so that they can serve the guest properly. The main task of this department is to check that they keep the room of hotel hygienic and clean. They must also keep the kitchen clean so that the restaurant can maintain proper hygienic food. The kitchen department prepares and serves the food to the guests. This department is regarded as the main lifeline of the hotel industry because it is this department which serves food to the guests. I have worked in this department from 2013-2016 and I have learned many new dishes and cuisines it is my privilege to work with such a big team of Marriott. The kitchen is very spacious and it is occupied with various modern food processing technologies and equipments. It has been observed that a majority of the Indian guest prefers continental cuisines of the restaurant. The laundry department also works in co-ordination with the back end team of the restaurant and tries to provide clean towel and linen to the visitors of the hotel. Thus, it can be said that there must be proper co-ordination among the different department of a service industry. This is also given due importance in case of Marriot. Both the backend and the frontend team work in co-ordination with each other to deliver the best service to the customers. It is also the duty of the management team to co-ordinate and keeps a proper check on the different departments of the hotel (Jones Lockwood, 2002). The management team must also try to check that they deliver the best service in the hotel industry and this will help them in maintaining the ethical standards without compromising the standards of the hotel. References Baker, S., Bradley, P., Huyton, J. (2001).Principles of hotel front office operations. Cengage Learning Denton, G. A., White, B. (2000). Implementing a Balanced-scorecard Approach to Managing Hotel Operations The Case of White Lodging Services.Cornell Hotel and Restaurant Administration Quarterly,41(1), 94-107. Jones, P., Lockwood, A. (2002).The management of hotel operations. Cengage Learning EMEA. Lucas, A. F., Brewer, K. P. (2001). Managing the slot operations of a hotel casino in the Las Vegas locals market.Journal of Hospitality Tourism Research,25(3), 289-301