pacific international hotel management school
Reflective Essay Assignment
Li Kheng (Alice) Low ID# 1105003
1. Introduction – The Heritage Hotel (Auckland) Limited
2. Strengths and weaknesses of department / hotel
3. Actions and recommendations to improve department /
* Action 1 * Financial management
* Action 2 * Housekeeping department
* Action 3 * HR management practices
4. Conclusion – Personal reflection
Heritage Hotel Auckland opened in 1998 and 1999 belongs to the Dynasty Hotel Group (DHG), which is part of the Singapore-based Dynasty Corporation. The building is the refurbishment of the original Farmer’s Department Store in 1918 (Heritage Hotel Management, 2010). This 4.5 stars hotel consists of two wings, hotel and tower, with 467 rooms (Tourism Auckland, 2010, p. 29) and owner-occupiers approximately 200 (Heritage Hotel Management, 2010). The hotel’s customer markets including leisure guests and business groups such as SIA, Telecom and IBM. In this coming summer, the hotel will have more JTB (Japanese Tourist Bureau) guests in-house. In the current business, the hotel is making up of part time and full time staffs 50% each (Heritage Hotel Management, 2010) . Housekeeping is a big and important department leads by a Room and Facilities Facilitator, a manager and supervisors and consist of room attendants, desk coordinators, house persons and public area staffs. Working as a room attendant, my responsibilities are to carry out allocated cleaning duties achieving standards of cleanliness and presentation furthermore to meet guests’ needs and exceed their expectations (The Heritage Hotel (Auckland) Limited, 2010).
Strengths and weaknesses of department / hotel
Heritage Hotels are sustainability consciousness. Heritage Auckland is Green Globe accredited in 2002 and has updated its status in 2006 (Heritage Hotel Management, 2010). Housekeeping has participating in recycling programme to support sustainability by divide the used paper, plastic, and glass items into a different rubbish bin. Furthermore, in each room is placed with an environmentally friendly card to encourage guests to reuse the bed sheets and towels therefore help the hotel in reducing the use of detergent for cleaning purpose (Heritage Auckland, 2010).
In housekeeping, our performance will be assessing by monthly appraisal for improvement. In addition, we have employee recognition programme “You’re someone Special” (YSS) voucher rewarded for us to thank for providing exceptional guest service (Heritage Hotel Management, 2010). For employee who has contributed to the hotel at least one year or and above will receive a certificate as appreciation. Ongoing training programmes such as Greet NZ Customer Service Training Programme, Manual Handling Training and Safety and Health Training also motivate and help us to reach the job satisfaction. Weaknesses
Other than the daily morning briefing, housekeeping staffs do not have a regular meeting to gather and voice up and share any new idea or problem facing in work. A regular meeting among superiors and staffs are essential to identify potential issue arise, contribute ideas for implementation and update latest hotel’s information to develop product knowledge.
During the first two months of placement, housekeeping was like a mess. It was sometimes quite annoyed to work without a proper spray bottle for chemicals, three room attendants had to share for one vacuum in different floors, and amenities were missing from the trolley and did not have enough linen supply during work. However, actions have been taken by manager to change the situations and improvements are in progressively.
Actions management could take to...
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