Management of Rooms Division

Management of Rooms
Division
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Table of Contents
Table of Contents.............................................................................................................................2
Learning of each week along with past and current experience..................................................3
Workshop 1: Communication, importance of front office, room division department..............3
Workshop 2: Hotel reservation department work........................................................................3
Workshop 3: Front office department work and their functions.................................................4
Workshop 4: Managing guest experience and roles of switchboard operator.............................4
Workshop 5: How housekeeping management and health and safety department work............5
Workshop 6: Stages of conflict resolution...................................................................................6
Workshop 7: Night audit and overbooking.................................................................................6
Workshop 8: Safety and security in room division.....................................................................7
Workshop 9: Financial management, labour costing and staffing..............................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................11
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Learning of each week along with past and current experience
In the context of guest management and management of all activities of hotel, I can say
that there are several departments who have to play their roles. There are several factors which
need to be considered for satisfying guests and employees and having knowledge about all
departments which include: housekeeping, front office, management department, customers’
services or conflict resolution etc. I have participated in different workshop related to each and
all departments of hotel such as:
Description
Workshop 1: Communication, importance of front office, room division department
In first work shop which was related to room division department, I can say that I learned so
many things while working in this department and attending workshop. I got to know that room
division department of a hotel has to play several roles. One of the main skills which play an
important role in room division is communication. Communication makes manager aware about
situations of rooms as how many rooms are vacant, how many rooms are reserved etc. I think
that housekeeping and front office department is mainly responsible for increasing revenue of
hotel. Because it is mainly responsible for guest services, charges and registration maintenance
(Rothaermel, 2016).
In the context of examination, I identified that manager in front office department has to
play several roles such as: satisfying guest by making sure that they are receiving effective and
qualitative services, making sure that all employees are interacting in an effective manner or not.
If they find any problem related to interdepartmental communication then they improve modes
of communication. So, I can say that front office department, manager and communication plays
an important role (Al Jahwari, D.S., Sirakaya-Turk, E. and Altintas, V., 2016).
Workshop 2: Hotel reservation department work
In this workshop I learned so many things about ways of managing reservation and importance
of hotel reservation department. I came to know that hotel reservation department is not only
limited to make reserve rooms for guests but they also have to manage payment by making
customers aware about all modes of payment. There are 2 ways of reserving rooms by guests like
offline and online. Nowadays online reservation is the most used as it is the maximum share of
hotel reservations. In the context of roles which reservation department plays which I identified
include: Booking guests into the hotel, forecasting reservations and help hotel in increasing
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revenue by entering actual and accurate data or informations of guests and also providing every
informations about reservations (Wood, 2017).
In addition, I also found requirement of skills in reservation department and salesman such
as: skills of influencing guests by suggesting effective offers, having knowledge of all current
facilities in order to make customers aware about all facilities and influence them to book rooms.
For example: If one of the guest want to book room for anniversary purpose then it is important
for reservation department to have skills to influence and make able to reserve room (Lee, Jeong
and Lee, 2017). By making them sure that you will decorate room in free and providing
attractive offers, reservation department perform their roles.
Workshop 3: Front office department work and their functions
In this workshop I learned that how front office department is one of the departments of
hotel which plays an important role in generating revenue and which roles and functions they
play. Receptionists and front office department not only handle and manage calls but also is
responsible for satisfying guests till their arrivals to their departure (Priyono and Yulita, 2017).
They pay roles in pre arrivals, arrivals of guests, stay of guest and after departure as well. Before
arrival they manage call and give details to guests about room vacancy, types of rooms vacant
and all others features. After their arrivals they provide informations about ways of rooms,
nearby destinations, restaurants and others. They make sure that rooms are clean, safe and
hygienic.
After departure they are being in the contact with guests and follow up them in knowing
about their experience, suggestions for improvement etc. So, overall it can be said that making
guests feel pleased, satisfied by welcoming them, customer billing, assigning rooms and
responding each query they increase revenue. I also learned all terminology which is important
for making guest aware about them such as do not disturb, sleep out, occupied, vacant and
others. After workshop, I learned importance of motivating employees for making them able to
support hotel in accomplishing their goals (Modic and Damij, 2018).
Workshop 4: Managing guest experience and roles of switchboard operator
In work shop 4, I learned that rather, front office and hotel reservation department,
switchboard operator also plays an important role in managing activities and supporting hotels in
accomplishing their goals. In this context, I got to know that managing guest experience is one of
the main tasks for having a good image and becoming market leader. For this purpose
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