Rooms Division Management Assignment

Management of rooms
division

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
INTRODUCTION TO ROOM DIVISION MANAGEMENT.......................................................1
1. Front office..............................................................................................................................2
1. Front office..............................................................................................................................2
2. Effective housekeeping............................................................................................................6
3. Effective communication.........................................................................................................8
4. Preparation and review of Night audit.....................................................................................9
5. Safety and Security................................................................................................................11
6. Facility management..............................................................................................................13
7. Labour costing and staffing...................................................................................................18
CONCLUSION..............................................................................................................................19
REFERENCES..............................................................................................................................20

INTRODUCTION
Management of room division is focused on leading, controlling and supervising, guest
services, front desk and housekeeping departments (Noone, Enz, & Glassmire, 2017). Present
study is a reflective portfolio where learner will outline own learning from different weeks and
from practical learning earning from housekeeping department when working in Adina Hotel
Surry hills. The learning is based on different topics that is introduction to front office, executive
housekeeping, effective communication, preparation and review of nigh audit, security and
safety, management of facilities, labour cost and staffing. The evaluation is based on individual
learning and idea of week as per theoretical perspective of different services in hospitality sector.
INTRODUCTION TO ROOM DIVISION MANAGEMENT
Room division manager is responsible for effective and efficient leadership and operating
different departments of room division. Their main function is to take responsibility of the room
financially, satisfaction of employees, guest service, guest satisfaction, security and maintaining
relations with them. There are various department in room divisions such as front office,
housekeeping, reservation, guest service, security and communication (Room division
management, 2019). Further, from the learning I evaluated that An Australian Hotel’s profit on
an average for rooms is 75 % and 25 % is from food and beverage. Front office is known as
revenue generating department as it develops programs to control cost and improve sales and
profits. Housekeeping is non-revenue generating department which provides guest services and
is responsible for managing upkeeping of public areas and guest rooms in hotel. As per my
experience in Adina Hotel Surry hills I learnt that it is important for housekeeping department to
control cleaning of public areas regularly.
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Figure 1: Chart of room division
1. Front office
1. Front office
Learnings and outcomes from the front office desk
In accordance with my practical learning in Adina Hotel Surry Hills I learnt that Front office
manager is responsible for enhancing services provided to guest in order to constantly
improving the services and fulfil the needs of guests. Further, I evaluated that front office
manager improve their guest service by assigning guest service associate who greets the guest
on their arrival, guide them on front desk, allocate room personally and take luggage to their
room (Kimes, 2017). While working in Adina hotel Surry hills I found out that front office is
the most visible department in the hotel, staff of front office has more contact with the guests
and their main focus is on transfer information to the guests. It is also known as communication
hub where guest complains and request, it the operational hub for any emergency situation. I
have built my communication skills by communicating with the guest, I am able to handle
complains, provide good customer service and I am confident in using opera system. In
accordance with technological system I learnt about Opera system from which hotel receive
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reservation query. Further, the system allows to check availability of room as er guest
requirement and offer alternatives to meet guest expectations. Next the system resp4eont to
features on screen as per reservation query and them record details, confirm reservation and
prepare document for client and for front office desk. This allows easy management of
reservation queries and booking.
Figure 2: Chart of front office department
Theoretical perspective to support learning
From the view point of Qoura & Khalifa, (2016) I analysed that major role of front desk is to
manage services as per guest cycle. The guest cycle includes 4 steps i.e. pre-arrival, arrival,
stay experience and departure. Pre-arrival refers to creating reservation in hotel, Adina hotel
need to create reservations for every guest, this will help hotel in initiating the guest cycle. It
moreover includes communication, preparing guest stay and maintain reservation records to
provide personalise service to guest. Front office manager needs to ensure that all the bookings
are confirmed. Arrival refers to registration of rooms and build relations with the guests. While
checking-in service agent makes sure that guest has signed the registration card and while
checking-out guest service agent has an opportunity of upselling room and increase the revenue
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