Hospitality Operations: Roles, Responsibilities, and Yield Management

This presentation explores the key sub departments of room divisions, roles and responsibilities of Rooms Division positions, linen operations, and yield management in the hospitality industry. It discusses the functions of the front office, guest relations, and concierge, as well as the components and tactics of yield management. The presentation concludes with an overview of the importance of decision making in the industry.

Hospitality Operations 3

Table of Content
 Introduction
 Knowledge and understanding of key sub departments of room
divisions
 Roles and responsibilities of two Rooms Division position
 Linen operations from the Housekeeping department
 Yield Management/Revenue Management
 Components of yield management
 Tactics used by manager
 CONCLUSION
 References

INTRODUCTION
Hospitality sector is wider and broader which is enlarging the business
activities at global level. (Çakar, 2019). Main aim of this report is to
examine hospitality business operations so that process of industry are
analysed. Travelodge London Covent Garden, a three star hotel which is
situated in London, U.K. The hotel provides ample number of services
such as room & table bookings, hygiene prevention measures, art gym,
free WI-FI, nine fully meeting equipped rooms and many more.
Moreover, the hotel has special discounts & offers which are provided
by them to their old customers as well as guests. Also, there run their
business activities at both online and offline modes.

Knowledge and understanding of key sub departments of
room divisions
Front office
The department of front office is being considered as reception who
are responsible for managing, handling customers booking,
quires, answering their calls. This department encounters
customers on daily basis. IN relation with Travelodge London
Covent Garden, they too have front office in their hotel who
manage all the work. They perform following types of functions
which are described below -

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Reservations- It is most important function of front office of
Travelodge London Covent Garden who do reservation of their
guests, customers, via both online & offline mode. They assure
that cancellation, advance booking, everything is maintained in
most efficient manner so that problem does not occur during
process (Cordua, 2020).

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Reservations- It is most important function of front office of
Travelodge London Covent Garden who do reservation of their
guests, customers, via both online & offline mode. They assure
that cancellation, advance booking, everything is maintained in
most efficient manner so that problem does not occur during
process (Cordua, 2020).

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Review arrivals/departures/ VIP- This is another function in which
front office make assure & revise the arrival of customers, VIP or
departures who are leaving hotels on which date or day. It is essential
because it helps in maintain a positive relationship between both the
parties.
Staffing adjustment/ scheduling- In this function, staffing allocation of
roles & responsibility is done by front office. The schedule every
activity and work of staff who will be doing what on a particular day
according to which guests or customers are managed.

Guest relations-
Front of office of Travelodge London Covent Garden is responsible for
managing relations with guests so that positive feedbacks are
obtained from the about the hotel. Functions of guests relations are-
Handling guest complaints- On of the basic function of guest relation
in which front office of chosen hotel managed and handles the guest
complaints in such a way that their faced issues are solved in proper
manner (Gabathuler, 2018).
Room allocation for VIP guests- It is also function in which rooms
are being allotted to VIP guests who are important for hotels.

Concierge
They are person who are responsible for in-charge of welcoming &
entrance of customers, guests. They make feel special to
customers so that they feel important in a hotel. So, basic
functions of Concierge are described below-
Arranging transportation- In this, concierge are responsible for
managing & arrangement of transportation for important guests,
customers so that inconvenience is not faced by them while
coming or departure from hotel (Orlowski, 2016).

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Making dining reservations- Concierge are also responsible for
making dining reservations for customers so that services are
easily used by them without waiting line or other problems. In
relation with selected hotel, they too have concierge who make
reservation for dining.

Roles and responsibilities of two Rooms Division positions
Front office positions – Roles & Responsibilities
Front office manager- A front office manager has ample number of
roles & responsibilities which are to be fulfilled by them in
proper manner. For example- in given hotel manager has duties/
responsibilities of assigning tasks to staff, access to field
complaints, answer phone quires, providing basic credentials
about hotel, etc.

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Reservation manager- A reservation is manager is one who
manages all the booking, departure, arrival, pre & post from time
to time. The manager is responsible for all types of reservation
within hotel. Thus, in reference with given hotel, various types of
duties are fulfilled by reservation manager which are helping
sales team to sett rates, delegate tasks, revising of schedules &
handling of influx of reservations.

Guest services manager- They are one who has duties like
managing of front office operations. Their main duty is to assist
guest & customers in all activities & services provided by hotel.
In context with selected hotel, guest manager performs duties
like helping in check-in or check out, handling guests complaints
etc. (Palabiyik, 2020).
Front office supervisor- Main role of supervisor is to supervise &
directs the front desk team d to assure that work is being carried
out in smooth way without facing any issues or problem.
Concierge- They are individual who are responsible for welcoming
guest at time of entrance. Also, to provide a warm departure to
customers leaving hotel.

House Keeping Positions-
Executive housekeeper- These are one who are responsible for
directing or guiding the activities or work to hotel. Moreover,
scheduling of work is one by executive housekeeper & they
manages the customer service. The executive housekeeper are
required to be focused as well as active within their positions so
that it is easy to fulfil.

Linen operations from the Housekeeping department
Linen operations are defined as operations in which sorting of every
activity is done. In housekeeping department, they are
responsible for aligning of all inventory stock & records for all
linen items.
Bed linen- It is a linen in which consideration done on cushioning,
quality, comfort of bed sheets so that appearance is retained
(Thams, 2020). Fabric material of sheets are being chosen with
most selected options so that it does not loose colour when
washes are done repeatedly.

Bath linen- IN this focus is maintained over cleanliness, hygiene,
so that customers feels fresh while entering into bathroom. S,
housekeeping department of hotel assures the stock of loops of
towels, soaps, clean waters etc.
Control of linen- IN this, control over quantity of linen is
maintained so that resources are used at optimum level.
Par level- This type of linen is defined as amount of inventory
which is required for meeting requirements of customers. For
example- Travelodge London Covent Garden managers make
ensure that inventory stock is re-stocked & is maintained in
advance so that issue does not arise. (Çakar, 2019).

Yield Management/Revenue Management
Revenue management refers to process of making available the right
room to correct guests/customers at right time. It is being also
considered as tool used to increase & maximize the sales
revenues changing prices of room. IN relation with chosen hotel,
they too uses revenue management so that profitability level
increases. In this, yield management is being focuses which is a
system used by hospitality industry in which it is adapted as
pricing strategy with aim to enhance the profits from fixed
resources available during process.

Components of yield management
Group room sales- It is element of yield management in which
majority of room is more considered to be crucial for hotel yield.
In relation with selected hotel, they gather & collect group
credentials by focusing on anticipated group business, group
booking pace, etc.
Food and beverage activity- The catering department & functions
is also to be known as revenue field for room revenues/
profitability. IN context of given hotel, they pay more attention
towards their food/ beverages activity which enhances heir sales
(Wang, 2020)

YIELD MANAGAMENT TACTICS
 High demand tactics- These type of tactics includes close or
restrict discounts in which discounts are provided to those who
stays for longer period.
 Low demand techniques- In this, focus is made on carrying
out project market mix. Management shall closely monitor
group bookings & trends.

Tactics used by manager
GOPPAR-
To increase the revenue management of Occupancy and Average
Daily Room rate (ADR) manager of chosen hotel uses Gross
Operating Profit Per Available which determines the room
available for per day. It is calculated as Gross operating profit for
a period (Gabathuler, 2018).
GOPPAR=
Gross operating profit period/ Available rooms during that period
RevPAR- Another tactic which is used by manager is that they use
RevPAR as it is approach of determining evaluating revenue
over a per room available.

CONCLUSION
After analysis of above report, it is seen that hospitality industry is
widening their business with new methods & approaches. In this
presentation, it includes sub departments of room divisions, Roles
and responsibilities of two Rooms Division, Linen operations and
Yield Management. Thus, it has been evaluated that in this
industry decisions making is needed to be carried out so that
goals are achieved properly.

References
Books & Journal:
Çakar, 2019. Innovative service experiences of travellers visiting
high-tech hotels: The case of Eccleston Square Hotel,
London.Turizam,23(3), pp.120-132.
Cordua, 2020.A machine for the processing of linen items in an
industrial laundry, a method for operating the machine, and an
industrial laundry. U.S. Patent Application 16/755,545.
Gabathuler, 2018. Vacuum Technology Division Room A213-
Session VT-MoM Pumping, Outgassing, leaks, and Vacuum
Pressure Measurement.

To be continue..
Orlowski, 2016. High‐input management systems effect on soybean
seed yield, yield components, and economic break‐even
probabilities.Crop Science,56(4), pp.1988-2004.
Palabiyik, 2020. Sanitizer centerpieces: concerns for restaurant
operations in MA. Boston Hospitality Review.
Secchi, 2019. The impact of service improvisation competence on
customer satisfaction: evidence from the hospitality
industry.Production and Operations Management,28(6),
pp.1329-1346.