The Nature of the Rooms Division Operations

This report discusses the services provided by the room division operations, the roles and responsibilities of a front office manager, legal and statutory regulations in the hospitality industry, and the concept of yield management. It highlights the importance of these aspects in ensuring a pleasant and enjoyable atmosphere for guests.

The Nature of the Rooms
Division Operations

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
1. Evaluate the service provided by the room division operations.............................................1
2. Roles & responsibilities of Front office manager...................................................................3
3. Legal & Statutory regulations.................................................................................................3
4. Critically analyse the Yield management...............................................................................4
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Room division operation is part of operation management that tackle with the invention
of pleasant and enjoyable atmosphere. The room division can plays essential role in working
procedure of a hotel. The room division management based on the different activities in which
include distinct departments. There are consist of front office, uninformed service, housekeeping
and many others (Arthur, Herdman and Yang, 2016). It is afraid with the proper planning,
managing and controlling of all the informant are managed with different departments. These
information related with the manpower, capital, materials and equipment. In order to accomplish
set objectives of management within room division require to focus on different constraints that
require to taken into consideration. For the room management every person plays essential role
in which consist of different responsibilities as well as activities that can be categorised into
departments. In this report consist of services provided by room division operation and analysis
roles & responsibilities front office manager. Along with examine different legal and statutory
regulation in context of hotel operation and yield management.
MAIN BODY
1. Evaluate the service provided by the room division operations
Hospitality industry is broad industry in which hospital business focus on different
assortment which are offered by the room divisions operation management. There are defined
services of front office and housekeeping department such as:
Front office: It is defined as front desk or reception area or major operations department
of the hotel. This office have different types of work which is conducted by them such as,
reservations, housekeeping, sales & marketing, reception and many others. At this place most of
the people arrive and ask about their query. In a hotel a front office provide different types of
services which is act as public face of the hotel, mainly by acknowledgement hotel patrons and
checking in guests. There are defining different services that are provided by front desk such as: Greeting, registering and assigning rooms: The front office offer the services of
welcome to their customer, check out their identify before check in rooms and assign
room according to their booking (Bernstein, 2017).
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 Sort out problems: Most of the customers firstly arrival at front desk to sort out their
query. If it is possible by them so they are providing optimal solution other wise they are
contact to manager in order to face major problems. Answering and handling all incoming telephone calls: The guest of the hotel call to
front desk people to attend calls and answer them as per the requirement like towel, water
and many others.
 Making and confirming reservations: Some peoples are calling for the reservations in
order to sat in hotel so according to their requirement check out facility and answer them.
Along with answer them in regard of the facilities of rooms.
Housekeeping: It is doing basic cleaning tasks in a hotel by the department of staff
members who arrange and perform cleaning tasks. Such as, Housekeeping is the cleaning of
bathroom, supply water facility and other things which is demand by the customer (Busco and
Quattrone, 2015). There are mentioned different types of services that provides by housekeeping
such as: Monitoring housekeeping service: It is responsibility of head of Housekeeping that
observe all the activities in proper manner so accordingly arrange all the activities in
proper manner. For this trained all the staff members and improve learning skills in order
to satisfy customer with their effective services. Establish good working relationship with other department: It is require to set up
effective relation between different departments because of clear all the queries of
people. If they are not satisfying so create problem for the hotel. Assure about safety and security regulations: There are aware for the safety and security
so for this set CCTV camera and other facility that help them to feel secure. Along with
maintain brand image of ho.
 Cleaning dirty surface: The housekeeping an clear all dirty surface in order to provide
hygiene room services to them in regard of different services. For this require to mop
floor in few hours and keep clean all the rooms in particular manner.
So as per the discussion there are defined different services which are provided by the
front desk and housekeeping to their customer in hotel (Copes, 2019).
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2. Roles & responsibilities of Front office manager
Hotel front office manager is a senior person is an office atmosphere and accountable for
arranging a professional work environment, staff supervision and management support. This
person has been played main roles & responsibilities in different varieties in which discretion of
the company owner. The main role of front office manager that receives the guest and supports
them in the check in procedure. They are responsible to answer to all guests in regard their
queries as well as assist the manager of big hotel like Marriott. There are defined different roles
& responsibility of front office manager in regard of big hotel such as:
 Managing and training the front staff members: It is role of a front desk manager to
manage and train all the staff members who is related with this (Davis and Comeau,
2020).
 Dealing with guests: Most of the guest arrive on the front desk so they have different
queries which is dealing by the manager to manage the image of hotel.
 Arranging staff scheduling: At front desk shift has been fluctuated so accordingly require
to arrange all the staff members properly. Along with scheduling their timing is
systematic manner.
 Ensure about the front desk services: It is responsibility of a manager to provide
professionally and friendly services for guests. They must satisfy with the services and
impress with the hotel management services.
 The front office is a particular area where mostly people arrived from first and last
impression of the hotel. So it is more essential for the manager to work hard and set up
good atmosphere where all the guests feel positive and safe and assure about their return.
3. Legal & Statutory regulations
There are identified different types of rules & regulation which is mandatory to follow by
a hotel as per the hospitality industry. For example, the Intercontinental hotel follow all
requirements where the hotel holds its operations. To keep secure their all guests and staff
members require to follow all basic legislative and regulatory requirements while offering
various services to their guests (Dora, Kumar and Gellynck, 2016). There are discussed two
legislation that set by the UK government for the hotel such as:
Health & Safety act: It is one of the important act which is follow by every hotel in
consider of their staff members and guests. A hotel assure that their guests are not faced any type
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of safety issue. The hotel aware for milestone due to assure about the hygiene in rooms and serve
good quality of food & beverages for good health. Along with provide the facility of Spas and
fitness centre which is important part of good health. Security of rooms with special lock service
as well as fire escape and device provision that helps to offer safety to guests. Moreover there are
providing special services to handicaps admittance should be accounted in regard of toilets, lift
entries and many others.
Data protection act: It is liability of every hotel to keep all detailed information about
their guest otherwise government take strict action against those hotels who can not keep guest
information. Thus, hotel management follow data protection law in which collect identity of the
guests by an official documents (González-Gil, Palacin and Batty, 2015). This is necessary for
the hotel to check their official identity before check in rooms. In many hotels without original
identify they can not allow to them for room check in. It is one of the most essential legal activity
in which select milestone or any other hotel is keep protection of data by room division. When
guests are reserving room in a hotel so required to mention their personal details but it is
responsibility of hotel to keep all the information safe. Nobody can leaked this information to
third party.
Equality act 2010: This act mainly invent for the staff members who are working in
same position at any organisation as well as hotel. This act protects all the employees from the
discrimination on age, gender, race, caste and religion (Matsuo, 2015) . The administration of
health and safety work at regulation of 1999 to assure about the proper risk categorization of
hazards and hotel is prepared as per the mitigation of different strategies. For these problems
built up different mitigation strategies. As per the workplace regulation 1992 assure about the
proper health and safety measurement for all the staff members.
4. Critically analyse the Yield management
Yield management is a changeable pricing strategy which is depended on the different
aspects like understanding, evaluating and impacting on the consumer behaviour in reference to
increase revenues as well as profits in particular period of time, time based resources like airlines
seats and hotel room reservations and advertising stock. Yield and revenue management both are
confusing the same whereas Yield management is part of revenue management (Hartmann and
Herb, 2015). RM is technique of in which preparing of different activities after that selected by
hotel operators by the profitable guests and increase room rates. The main key objective of YM
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to sale out each room at high potential cost in which allow a possible rate also not enabling that
any room is not reserved keep due to enhancing profits. To accomplish this require to follow
particular strategy of pricing, duration control and room inventory control. For this apply a
particular formula such as:
REVPAR = Total Room revenue/ Total numbers of room available.
The concept of yield management can be categorised in the 3 R's such as:
 Right rate to
 The right consumer at the
 The right time
So this procedure use to analysing the right hotel room pricing which is known as Yield
management strategy. There are discussed different tactics of Yield management which is
defined below:
Overbooking: As an inquiry based revenue manager find out the strategy of overbooking
in which for all the hotels required to boost their occupancy rate and potential revenue. For
example in Marriot hotel in festive season people book their rooms in advance. That time
provide room services in right price but when hotels rooms are not available so that time increase
price of hotel rooms (Kuipers, Boin, Bossong and Hegemann, 2015).
 Case 1: In case of all rooms are reserved so earned revenue is £500, It is known as
achieved revenue.
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 Case 2: In case of enhance room mate due to yield management technique from $50 to
$100 at the time of festive season so they are selling out all the 10 rooms then hotel
earned total revenue is $1000 (which is known as potential revenue).
To calculate increased revenue of company apply the formula is = Achieved revenue
(500$)* 100/Potential Revenue (1000$) = 50%
So according to both case earned 50% more revenue so it is calculated the potential
revenue using yield management. It is defined in simple term as:
Higher Demand = Higher room rates
Decreased errors: The yield management strategies, there is no chances of making
mistakes in which consist of setting the price as per the rooms. There are accurating demands
that based on the forecast assumption (Mallam and Lundh, 2016). There are estimating data in
order to get accurate data with exact entails in which supports to set best room rates. Hence, with
the precise details, there are increasing chances of errors that impact on the operational activities
as well as on the profit management.
Implement Yield strategy: To conduct operations of any hotel require to set the right
room rates. The hospitality industry feature fixed resources to generate revenue from the number
of rooms. As per the season hotels have to stick for the solid pricing strategies. In the context of
YM consider as best practices for the hotels so strategically sell all the rooms in right price rate
that suitable for the customers. It is mainly based on the demand & supply and for this require to
follow particular steps such as:
 Decide the occupancy slabs.
 Decide the rooms rates as per the occupancy slabs.
 Apply Yield management strategies
 Constant monitoring
Importance of yield management: The yield management strategy supports to a hotel to
increase the amount of money in which focus on the infinite numbers of hotel rooms. As per the
requirement focus on the these rooms are sold out in particular times (Markman and Krause,
2016). On the basis of past performances data as well as industry trends as well as managers can
anticipate demand for particular things and respond accordingly. With the help of Yield
management allows hospitality business to mainly concentrate on the goodness the pricing as
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well as selling strategy of their single most essential resource in case of rooms are available. It
helps to all hotel manager to increase their revenues in positive manner positively.
To increase maximum occupancy at the time of low and high season require to compare
it with year round that based on average occupancy. It has been analysed on the basis of
following year's calendar and find out on particular holidays basis (Nawrocki and Jonek-
Kowalska, 2016.).
CONCLUSION
As per the report it has been concluded that the term of room division is spreading at
broad manner in which consist of some or all of the reception, maintenance, house keeping and
clearing service that are provided to guests and their accommodation needs. There are analysing
different services which is provided by the front office and housekeeping to their guest and other
staff members in the context of hotel such as, maintain good relation with staff, clean dirty
surface and many others. Along with analysis of roles & responsibilities which is provided by the
front desk manager to employees and guests like training staff member, sort out queries and
many others. Moreover, analysis the yield management increase occupancy with the help of
different tactics like overbooking, decreasing errors and many others.
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