RDO Workbook Assignment Submission Form

This document is an RDO Workbook Assignment Submission Form that must be submitted with your assignment. It includes a learner declaration, learning outcomes, assessment criteria, and legal requirements for a hotel, hospital, and prison. It also discusses the importance of reception, sales techniques, job requirements, and interiors to management.

RDO WORKBOOK
ASSIGNMENT SUBMISSION FORM
This sheet must be submitted with your assignment. Failure to complete, sign and submit
this form along with your work will result in a delay in marking your work. Marking can
only be proceed provided the evidence of your declaration of originality of your work
attached to your coursework.
Student Name
Student ID
Assessor Name
Qualification Title
Unit Number & Unit Title
Submission Deadline
Date of Submission
Learner Declaration
By submitting this form and signing below, I declare that:
● I am the author of this assignment and that any assistance I received in its
preparation is fully disclosed and acknowledged in this assignment
● I also certify that this assignment was prepared by me specifically for this course
‘Plagiarism’ is presenting somebody else’s work as your own. It includes copying information directly
from the Web or books without referencing the material; submitting joint coursework as an individual
effort; copying another student’s coursework; stealing coursework from another student and
submitting it as your own work.

● I certify that I have taken all reasonable precautions to make sure that my work has
not been copied by other students
● I confirm that I have understood the College’s regulations on plagiarism
● I confirm that research resources are fully acknowledged
Signature: ……………………………………… Date: ………………………………

To be completed by Student
Learning Outcomes Assessment Criteria
(please tick as
appropriate)
Task No Evidence (Page
Number)
LO1 Understand services provided by the
rooms division in diverse contexts
1.1 different discuss accommodation
and front office services for
organisations
1.2 analyse the roles and
responsibilities of a range of
accommodation and reception
services staff
1.3 discuss legal and statutory
requirements that apply to rooms
division operations
1.4 evaluate services provided by the
rooms division in a range of
hospitality businesses
1.1 ☐
1.2 ☐
1.3 ☐
1.4 ☐
LO2 Understand the impact of
contemporary management issues on the
effective management and business
performance in the front of house area
2.1 assess the importance of the front of
house area to effective management
2.1 ☐

2.2 discuss the key aspects of planning
and management of the front of house
area for a given hospitality operation
2.3 critically discuss the key operational
issues affecting the effective management
and business performance of the front
office area for a given operation
2.2 ☐
2.3 ☐
LO3 Understand factors that contribute to
effective management and business
performance in the accommodation
service function
3.1 assess the importance of property
interiors and design to effective
management
3.2 discuss the critical aspects of
planning and management of the
accommodation service function for a
given hospitality operation
3.3 analyse the key operational issues
affecting the effective management and
business performance of the
accommodation service function for a
given operation
3.1 ☐
3.2 ☐

3.3 ☐
LO4 Be able to apply techniques to
maximise and measure occupancy and
rooms revenue
4.1 perform revenue/yield management
activities to maximise occupancy and
rooms revenue
4.2 discuss sales techniques that rooms
division staff can use to promote and
maximise revenue
4.3 discuss the purpose and use of
forecasting and statistical data within the
rooms division
4.4 calculate rooms division performance
indicators to measure the success of
accommodation sales
4.1 ☐
4.2 ☐
4.3 ☐

4.4 ☐
Note : Page 1 and page 2 are mandatory for assignment submission.

Que 1 Services AC1.1/ 1.4
Consider a hotel, a hospital and a prison, and discuss the services
of (FOH) reception and (BOH) housekeeping of rooms division by
comparing first, aspects that are similar to all, then state aspects how
their services differ.
The front office managers work in the front desk while taking care of the reservation. The
people involved work as concierge and cashiers while maintaining communication with
every person. The housekeeping staffs are headed by the executive housekeeper under
which the assistant executive housekeepers control the floor housekeepers, housekeepers
and housemen. The laundry duty also falls in the category of housekeeping.
The similarities and differences that exist between a hotel, a hospital and prison are
considered. Focus is on Hilton Hotel, Royal National Orthopaedic Hospital (RNOH) and
Belmarsh Prison
Hotel B&B Prison
1.Reservation/Pre-Arrival-
Reservation or pre arrival is
done at the Hilton Hotel to
by applying a standard
online booking process
Reservation/Pre-Arrival-
Reservation is done most
often in serious cases related
to injury or diseases
Reservation/Pre-Arrival-
Reservation or pre arrival is
done only if crimes
committed are spotted
2. Arrival-
Usually done by the
customers by themselves or
are accompanied by the
hotel people
Arrival-
Usually done via ambulance
or by the concerned people
privately
Arrival-
Arrival done via prison van
or police car

3. Occupancy/In Residence
Hilton Hotel provides
occupancy rate of over 500
rooms per hotel in the
country
Occupancy/In Residence
The Royal National
Orthopaedic Hospital has
over 40 beds for adults,
children and young people
Occupancy/In Residence
The occupancy rate of
Belmarsh Prison is about
910
4. Checkout/Departure
Fixed check up time, usually
12 pm and is escorted by the
hotel staffs or are provided
with pre-booked cars
Checkout/Departure
Check out is done as per the
fitness attained by the
patient and by the order of
the doctors. Departure done
with family members or
alone
Checkout/Departure
Check out either via bail or
after completing the
services. Departure done
alone

Que 2 Legal Requirements AC.1.3
Consider the same hotel, hospital and prison, and compare the legal
and statutory requirements between them. How do they differ?
Hilton Hotel abides by the Commonwealth Immigrants Act 1962 to allow every people the
right to migrate to the UK. At the same time, Consumer Rights Act 2015 is also followed
that legalises the ownership of goods and contracts for hiring goods (Legislation.gov.uk
2019). In the case of RNOH, the hospital needs to abide by the Consumer Rights
Protection and Wellbeing Act so that it can ensure proper sustainability is maintained in the
environment (Cms.law 2019). Prisoners at Belmarsh Prison abide by the rules and
regulations set by the prison owners such as abiding by the Mental Health Act for
vulnerable prisoners (Gov.uk 2019). At the same time, acts such as National Minimum
Wage Act 1998, Health and Safety at Work etc Act 1974 and Data Protection Act 1998 are
commonly maintained by Hilton Hotel, RNOH and Belmarsh Prison.

Que 3 Importance of Reception AC.2.1
Explain Why is the hotel reception important to the effective
management of the entire hotel, including the restaurants, spa, gym
facilities. Use examples.
The work of a hotel receptionist is considered as the most important mainly because it sets
about the image of a hotel among the customers. For example, the receptionist present at
the Hilton Hotel makes continuous communication with the customers and indulges in
effective management of the hotel. The Hilton Hotel consists of restaurants, gym and spa
facilities (Hilton.com 2019). It is the duty of the receptionist to ensure that proper supplies
are provided in each of the facilities so that customers do not have to suffer from any type
of hindrance. Along with this Nieves and Segarra-Ciprés (2015) stated that the appearance
of a receptionist. A receptionist needs to wear clean uniforms and need to greet every
customer with a smiled face so that people can get attracted to the hotel. At the Hilton
Hotel, the general interaction made with the customers are often scripted and it provides an
added value to gain a personalised hotel experience

Que 4 Reception vs Housekeeping AC2.3/3.3
Being critical- discuss issues in the management and performance of
the reception and housekeeping areas in a hotel and a prison by using
examples.
As stated by Baum (2016) it is imperative that every establishment faces certain issues and
challenges that may hamper the smooth progress of the success of the establishment. Some
of the issues that are faced by the housekeeping and reception of the hotel and prison
includes labour and skill shortage. This is an important issue for both the hotel and prison
as without excessive labour it can be difficult to control the people. At the Hilton Hotel,
labour shortage may mean that the 500 rooms of the hotel may remain unclean and
customers availing it may be deprived of effective and quality services (Hilton.com 2019).
Shortage of staffs at the Belmarsh prison may mean that the prisoners cannot be controlled
which may result in riots in prison and prison break (Justice.gov.uk 2019). Apart from this,
another very important issue that is faced by the establishments is that of the construction
costs (Deery and Jago 2015). Renovation costs are high in the UK which may amount to
more than 20% of the revenue earned by Hilton Hotel as it focuses on the development of
quality environment in the business (Hilton.com 2019). In Belmarsh prison, the
construction costs are usually high at about 40% since the prisoners more often than not
indulge in fist fights and cause damage while trying to escape (Justice.gov.uk 2019). Thus,
these issues may have a significant impact on the development of the establishments and
cause a huge impact in the revenue of the establishments.

Que 5 Sales Techniques AC4.2
Discuss at least three sales techniques that reception staff can use to
“increase” revenue for the hotel.
In order to increase the revenue of a hotel, different sales techniques are used by the
reception staff so that reputation and financial position of the hotels can be maintained.
One such technique that can be used is upselling. As stated by Newberry and Collins
(2017) this technique provides extra facilities to the customers so that they remain loyal to
the hotel. Another technique that may be used involves lowering the price of the hotel
particularly during peak season. This can help in the development of a competitive
advantage for the hotels. Apart from this, Singh et al. (2018) is of the opinion that
receptionist can launch the promotion of the hotel via social media. In the modern world,
the application of social media can be considered as one of the biggest advantages that
exist for an organisation (Chapman 2018). Thus, the use of social media can help hotels to
reach out to customers and increase the revenue. These techniques can be used by Hilton
Hotel in order to enhance the competition in the market.

Que 6 Job Requirements AC1.2
Consider the Hotel, the hospital and the prison again. Explain the
differences between each from the point of view of the job
requirements of the Reception Saff and the Head Housekeeper.
You may reference job descriptions found online.
In Hilton Hotel, the job requirement of a reception staff is to provide guidance to the
customers about the prices of the rooms and the additional activities that are provided by
the hotel (Hilton.com 2019). The job requirement of the housekeeper is to maintain
cleanliness of the place as well as maintain the laundry services so that the clothes of the
customer can be cleaned (Hilton.com 2019). In RNOH, the reception needs to maintain the
records of the patients and ensure that details of the patients are provided to the doctors and
family members (Rnoh.nhs.uk 2019). The housekeepers need to keep every room clean and
disinfected so that none of the patients suffer from any type of further health degradation
(Rnoh.nhs.uk 2019). In the case of Belmarsh prison, the receptionist needs to maintain the
records of the prisoners including the release date (Justice.gov.uk 2019). The housekeeping
job is done by the prisoners itself in a bid to reduce the sentence that has been presented to
the person (Justice.gov.uk 2019).

Que 7 Importance of Interiors to Management AC3.1
Assess both Resorts and Hostels by choosing 2 of the following
aspects and explain how they are needed to manage the businesses
effectively. A Chart may be used.
● Ambience
● Effective use of space
● Durability
● Access to and mobility within interior
● Suitability of fabrics/furnishings/fittings
The ambience of a resort can be considered as a place for relaxing along with providing
accommodation. Yaoyuneyong et al. (2018) is of the opinion that Resorts are created near
natural and scenic surrounding therefore; it provides customers with an ambience of
gaining the natural beauty of the environment. The durability of the resorts depends upon
its maintenance and the manner in which customers respond to the place. The loyalty of the
customers, position of the resort as well as the ambience provided by it accounts for the
development and maintenance of its durability (Ahn and Back 2018). In the case of hotels,
the ambience is professional and provides customers with opportunity to stay and have
food. Customers attending an event or are willing to spent a night at a place for business
purpose can afford to stay at a hotel. However, as stated by Reid, Johnston and Patiar
(2017) the ambience varies in terms of reputation it has on the environment. In terms of
durability, like resorts, hotels are also dependent on the finances received. The budgetary
service received from the customers’ accounts for the durability of the hotels (Peiró-Signes
et al. 2015). Certain free services offered by the hotels like wifi services may result in the
increase of its durability

Que 8 Hotel Game AC4.1/4.4
You will act as a hotel competing in a city, full of the same quality of
hotels. Data will be provided to you to compete. Once you have
completed the exercise you will perform the yield management
calculations and calculate the performance indicators to measure the
success of accommodation sales. Photo or scan of completed game
sheet required. No word count.
Performance indicators Cost ($)
Online rating 500,000
Occupancy% 200,000
Average Daily Rate of
rooms
50,000
Revenue per available
rooms
2,000,000
Customer satisfaction 100,000
Advertising 500,000
Total 3,350,000

Que 9 Forecasting AC4.3/2.2/ 3.2
a) Reflect on the game (Que 8)
The game provides an analysis of the costs that need to be taken care of while trying to
develop a successful hotel in a city. The biggest cost that needs to be taken into account is
that of the advertising as excess promotion from every platform is needed for the
development of the hotel. However, the revenue earned per room can be considered as
beneficial as it can help in maintaining the cost of the advertisement and other expenses
such as maintaining the customer satisfaction by providing free offers
b) Discuss how (if you had it) forecasted statistical data would have
helped you.
Forecasted statistical data can help in predicting any type of expenses that may be deemed
as expensive and out of bounds. The statistics can help in understanding the requirements
of the people and the manner in which expenses need to be divided between the essential
elements in the development of the hotel. Along with this the forecasted statistical data can
help in the development of mitigation strategies so that risks in business can be avoided.
Improvement and a cautious approach can be taken based on the statistical data
c) How would you have used this information in the planning and
management of your fictional hotel?
The planning and managing of the fictional hotel could have been more sophisticated and a
cautious approach could have been taken before making any type of investment. It is
necessary to ensure that balanced revenue is spent so that expenses are not too high which
may hamper the development of the hotel. The management could have been directed
towards a better development of resources so that any form of shortage related to staff or
equipments can be mitigated

References
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