Techniques in Hospitality Operations Management

This assignment delves into the diverse techniques employed within the hospitality industry to enhance operational efficiency and customer satisfaction. It examines how businesses strive to meet customer expectations while achieving their goals and objectives. The text discusses a range of strategies and methodologies used to improve performance, drawing upon academic research and real-world examples.

ROOM DIVISION
OPERATION
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1 ...........................................................................................................................................3
P1 Accommodation and Front office with different organisation..........................................3
P2 Roles and responsibilities of accommodation and reception staff....................................4
P3 Legal and Statutory requirement which apply to room division.......................................4
P4 Evaluate the services provided by room division in hospitality industry.........................4
TASK 2............................................................................................................................................5
2.1 Importance of Front House area.......................................................................................5
2.2 Key aspects of planning and management of front house................................................5
2.3 Discuss the key operational issues...................................................................................6
TASK 3 ...........................................................................................................................................6
3.1 Importance of property design and interiors....................................................................6
3.2 Critical Aspect of planning and management of accommodation....................................7
3.3 Key operational issues which affect the effective management and business performance.7
TASK 4............................................................................................................................................7
4.1 Perform revenue or yield management and high demand tactics.....................................7
4.2 Sales technique and room division...................................................................................8
4.3 Objectives and use of forecasting data.............................................................................8
4.4 Computation of rooms and division performance............................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10
Online...................................................................................................................................10

INTRODUCTION
In today's era, the hospitality industry is growing in huge manner and thus, they always
look to satisfy their customers well. For this, they try to provide every service to clients in better
way, even industry keeps qualified and trained front desk officers as many customers and people
are there who judge the service accountability by their way of expression for clients
(Dobrzykowski and et.al., 2014). Although every department in hospitality industry should have
an great communication in between each other. The report is based on business clientele hotel,
London. It will include the trends and technologies which will be having on rooms division
operation and discuss will be done in right context.
TASK 1
From:- Room division manager
To:- General manager
Subject:- To provide the session to room division employees related to have proper working.
P1 Accommodation and Front office with different organisation.
Engineering and the housekeeping is that which are two necessary functions of
accommodation. Although there are few role of housekeeping which help people in any manner
they can.
 It is required to have proper hygiene and maintained with premises.
 It is required to maintain a proper communication in between various departments.
 Although, it is required to check the health and safety scenarios in hotels.
Front office.
This is also known with the name “reception”. It is that department in hotels which
directly make conversation with customers and people who work at such position, manages
various responsibilities like messages, handling orders etc.
Accommodation.
Normally, Accommodation is such which is provided in hospitality industry and it is
something which also include different thing like number of rooms and having housing services
as well (Saadouli and et.al., 2015). Moreover, information to customers to respective standards
also plays essential role too. For such instance, front desk plays an effective role and provide
better services to clients and hotel in great manner.

P2 Roles and responsibilities of accommodation and reception staff.
It is required in hotels to have a skills and trained staff which directly help in developing
the revenue and growth of hotel and with other accommodation. Some of those are as follows:
Reservation Supervisor: They are those who plays an important role in rotating the
employees which also ensure various services with up to mark. This is something which goes to
booking with reservation be using different method of modes too.
Receptionist: When the client or people come to hotel the very first they meet up with
people is of reception and provide service according to requirement (Langabeer, and Helton,
2015). Moreover, there are some of the responsibility to resolve the issues and problems faced by
customer in hotels. Although the working staff at reception let the customer know about the
availability of rooms and according to such they lead to have payment practises in organisation.
Housekeeping Staff: It is required by hotel to keep maintenance of their rooms and
although they also make creative and positive healthy environment where guest can feel and
relax too.
P3 Legal and Statutory requirement which apply to room division.
Data protection Act 1998: This act is formed by government to store and protect data of
clients, although clientele hotel do follow such term. According to this hotel cannot provide
information about client without permission to any third party.
Health and safety act, 1974: This act says that protect the employees from hazards and
it is occurred from entire organisational activities of hotels. Moreover, government is enforcing
this law to be placed at workplace of employees. Such act plays an important role in hospitality
industry too.
Fire regulations: Hospitality industry is such which work hard and provide every safety
to their employees and guest (Ivanov, 2014). Therefore, they follow every kind of fire safety to
prevent everyone from fire incident.
P4 Evaluate the services provided by room division in hospitality industry.
Room division in hospitality industry should be there and maintenance has to be done in
proper manner as well and thus it leads to satisfy customer in great way.
Blue train:
The Blue train is been considered as moving 5 star hotel. Even ever changing flashes is
there and thus from the past windows too, although the guest also enjoy freshly prepared meal by

chefs and they will complemented with the best wines of world. This concept is far better then a
journey.
Restaurant with rooms:
In this scenario, the guest can have meal and can rest in rooms as well. Although the
restaurants are such who are bringing everything to attract the people in great manner too. They
are working hard to earn higher profitability as well.
TASK 2
From: Supervisor
To: House manager
Subject: Meeting in ball room.
2.1 Importance of Front House area.
They are important in organisation as they help in earning profitability. Even the
hospitality industry try to keep their environment healthy for their customer, guest and visitor.
They do overlook everything before the client is going with check out scenario so that they can
take money for any damage done by him/her in hotel (Khanna, 2015). Although guest are of
every segment. Some of the importance of such is as:
 They create or design the environment and interior in such way which seek attention of
customers.
 It is required to provide service on time and they are responsible for such thing too. It
shows attentiveness of staff.
 Bring many attractive segment in hotel in order to attain the attention of visitor and every
single thing should be there at this respective place.
2.2 Key aspects of planning and management of front house.
Planning is something which has to be done every organisation and industry management
so that every task can be done in better manner. Some of those are as:
 Planning: It is kind of blue print which help company to look forward and to get
knowledge how to work has to be perform in hotel.
 Organising: Recruiting best staff and providing training to them can help them to
welcome every guest in proper manner.

 Coordinating: Coordination should be there in every department of hotel to produce
effective working.
 Leading: Although management has to lead in better manner so that working can be
done in effective way.
 Controlling: Keeping eyes on employees and telling them where they have to work and
how can make them to serve better services as well.
2.3 Discuss the key operational issues.
According to Greene and Pierret, 2014... there are few factors and areas which also have
appropriate emphasis and provide hotel to improve its image and quality as well with cleanliness
and atmosphere etc. It is required by clientele hotel to improve their standard and bring changes
on very continuous basis which call for trend and need of clients as well. In hospitality industry
there are some issues which has to be handled in right prospect and develop plan with strategy so
that they can deal with opportunity and challenges as well it is required to produce quality
service and goods even in quantities as well. Not providing services to client can make them to
loose the profits and in such scenario hospitality industry can go in losses too.
TASK 3
From: Executive housekeeper
To: General manager
Subject: Deliver session on room division employees
3.1 Importance of property design and interiors.
In hotel industry there are various interior design available in market and thus they play
an important role in growth and success of business. It is there that hospitality industry has to
look good and has to make more and more customers which will come to visit such in better
manner. Hospitality industry is such which is growing in great way and it is require to maintain
hotel so that they can make them to satisfy their customer in right context (Huang, Ho and Chiu,
2014). Even the competition in hotel industry is increasing and to fight such they are bringing
many effective services for customers and making them happy also. A perfect combination of
different things can help hotel to earn higher profits with productivity as well and goodwill also
gets improved.

3.2 Critical Aspect of planning and management of accommodation.
According to Roper and Payant, 2014 says that, there are various thing which needs to be
provided to well being offices and spa to various clients as well. The front desk in hotel industry
is such who are responsible to provide every information to their clients in better manner, even
various amenities are there which has to be done for clients. It is required to have controlling on
their working and thus they have to make their customer satisfied with their services and
although it is required to update the room status which can make them to earn higher profit and
thus it make industry to bring innovation and creativity in their working.
3.3 Key operational issues which affect the effective management and business performance.
In hospitality industry there are various issues which has to be resolved by them so that
they can satisfy their customer and mainly the issues face by industry is from the human resource
side various problems they face at their working place. Issues be like not having proper facilities,
sanitation and different thing in hotels in great manner. Moreover, housekeeping is be like that
has to be performed in better way and there should be quality linen control and thus it has to be
there in hospitality industry for human beings as because they are those who are responsible for
making firm and hotel to earn higher profit.
TASK 4
From: Management trainee
To: Manager
Subject: Management report
4.1 Perform revenue or yield management and high demand tactics.
Yield management: Revenue management is something in hospitality industry and hotel
indicates the thing and thus towards maximising profit and revenues in great way although it is
required to maintain quality standard and also implement strategies (Izumi and et. al., 2015).
This concept is being considered with best strategy in organisation which also leads to manage
the price and product when need of services are more even though. Some better plans are there
which has to be proposed to attract customer and guests too.
High demand tactics: Directly related with price of product and services on basis of
demand needs. High demand means rise in sales in better manner.

4.2 Sales technique and room division.
Hotel industry uses sales technique to increase the sales of their firm. One of the finest
sales technique is “discuss with selling rooms”, this is something which help in knowing the
availability of rooms in period and price set. Moreover, with this a special discount offers it is
made to attract the customer (Kotas, 2014). Consumer loyalty schemes and promotion are more
effective strategy a hotel can use. Although, break fast, lunch, dinner and various things are there
which help to attain goals and objectives.
4.3 Objectives and use of forecasting data.
Purpose of forecasting: It is being considered as process of looking forward with future
events too. Forecasting helps to determine customer preference with product and services. This is
something which helps to have a better decision in hotel industry.
Types of information effective: Visitors and guest preferences, with product or service
are some of essential information and some details which are being considered in forecasting
better process (Bryant and et.al., 2014). Records of revenues and different information are being
collected and thus, it is related with previous year.
4.4 Computation of rooms and division performance.
Performance indicators are such which is there in hospitality industry and it is quite
related towards the yield and revenue graphs. Although revenue per room system is there and
yield management indicators is also here and some of those:
Occupancy percentage: Therefore, there are 250 rooms in clientele hotel and in which
198 are booked up, now the occupancy percentage would be like: (198/250)*100 = 79.2%
Double occupancy percentage: It is something which has to be calculated by dividing
the balance total number of guest and number of rooms and having doubled occupied rooms
(Davis and et.al., 2018).
Example: - Double occupied rooms are 170 and total guests are 220 and somewhere the total
number of rooms are 180, then it would be calculated as: (220-180/170)*100 = 23.52 %.

CONCLUSION
From the above report, it can be stated that hospitality industry is growing in great
manner and thus, they have to bring innovation and creativity in their services which can help
them to earn higher profit as well. Different hospitality industry is such which look forward to
satisfy their customers and manipulate themselves to attain the goals and objectives. In addition,
various techniques are being used to make industry to perform in better manner.

REFERENCES
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Langabeer, J.R. and Helton, J.R., 2015. Health care operations management. Jones & Bartlett
Publishers.
Ivanov, S., 2014. Hotel revenue management: From theory to practice. Zangador.
Khanna, R.B., 2015. Production and operations management. PHI Learning Pvt. Ltd..
Greene, W.S. and Pierret, M.C., Verizon Patent and Licensing Inc, 2014. Method and system for
realizing a rendezvous service in a management operations center implemented in a
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Roper, K.O. and Payant, R.P., 2014. The facility management handbook. AMACOM Div
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Izumi, S., and et. al., 2015. Room-temperature continuous-wave operation of GaN-based
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Bryant, A.S., and et. al., 2014. The incidence and management of postoperative chylothorax after
pulmonary resection and thoracic mediastinal lymph node dissection. The Annals of
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Davis, B., and et. al., 2018. Food and beverage management. Routledge.
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