Room Division Management in the Hotel Industry

This assignment delves into the crucial role of room division management within the hotel industry. It explores concepts such as efficiency measurement, guest satisfaction through effective room allocation, and the impact of technology on room division practices. The provided texts offer insights into historical perspectives, contemporary challenges, and future trends in this dynamic field.

ROOM DIVISION

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.3 Key aspects of legislation and regulatory requirement..........................................................1
1.2 Roles and responsibilities of front office and accommodation department..........................2
1.4, 1.1 Evaluation of variety of services offered by front office and accommodation
department...................................................................................................................................2
2.1, 3.1 Importance of front office and accommodation services to effective management.......3
2.2, 3.2 Key aspects of planning and management of the front office and accommodation
services........................................................................................................................................4
2.3, 3.3 valuation of the main operational issues affecting the effective management and
business........................................................................................................................................5
Performance of the front of house area and the accommodation service....................................5
TASK B...........................................................................................................................................6
4.1 Revenue/Yield management..................................................................................................6
4.2 Analysis of sales techniques used by the company to promote and maximize its income....6
4.3 Evaluation of the usage of forecasting and statistical data in the room division...................7
4.4 Calculation of the performance indicators used to calculate the success of Accommodation
sales..............................................................................................................................................7
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Room division is the process that is undertaken by the hotel industry with an aim to
coordinate the efforts of the front office and accommodation department. It consists of two sub
departments i.e. front office department and housekeeping department (Abbott, 2014). The
function of room manager is to provide variety of services and information to the visitors coming
in the hotel. The front office department is the heart of every hotel. In the following report, roles
and responsibilities of Holiday Inn towards its customers are interpreted. Holiday Inn is a
multinational hotel industry whose headquarters are in Denham, England. This hotel was found
by Kemmons Wilson in 1952.
The following report is going to emphasize on the key aspects of legislation and
regulatory requirements that need to be undertaken by the company. In addition to this, different
types of services that should be provided by the front office and accommodation department.
Along with this, key aspects of management and planning in regard to the front office and
housekeeping department are discussed.
TASK 1
1.3 Key aspects of legislation and regulatory requirement
There are numerous number of legal rules that are imposed by government for the
welfare of guests which are needed to be followed by the hospitality industry. Some of the legal
rules and regulations imposed by the government are described below:- Employee rights and protection act: - This act was developed by the government to
protect the interest of employees. According to this act, minimum salary and
remuneration amount that are paid to the employees should be mentioned in the contract
(Abdulkadiroğlu, Sönmez and Ünver, 2004). Along with this every employee working in
an organisation should be treated equally irrespective of their caste, gender and
nationality. Price and tariff regulation: - According to this act, no hospitality business could charge
high price from its customers. If, they are providing any extra services then only they can
charge high price. Otherwise, they should charge the prices that are set by the
government.
1 | P a g e

 Food and safety law: - As per the act every hotel should provide variety of healthy food
that can satisfy the needs of the customers. In addition to this, they should use high
quality of raw materials (Ahmed and et.al, 2012). The taste and quality of food should
satisfy the customer’s need properly. In addition to this, hotel management should closely
examine the quality of food on the regular basis before serving it to the visitors.
1.2 Roles and responsibilities of front office and accommodation department
Roles and responsibility of front office department
Role of front staff
 Role of front office staff is to keep the check on the en try and exist of the customers. In
regard to which they are required to maintain a complete record of all the transaction in
order to maintain the security within the hotel premises (Barros, 2005). Staff present at
the front office are required to collect the Id proof from all the customers that visit to the
hotel. Another major role of the front staff is to provide all the necessary information to the
customers related to the services provided by them and about the maintenance of the
premises.
Roles and responsibility of accommodation department
Roles of accommodation staff
 Role of accommodation staff is to see that rooms and toilets should be clean. The interior
decoration should be pleasant so that customers feels relax and comfort. Besides this
provision of mini micro way and mini refrigerator should be provided to the customers.
In respect to all these they should try to create a healthy working environment.
 Another role of accommodation department is to hire and train the employees about how
to coordinate with different departments for maintaining the standard of performance.
Responsibilities
 Major responsibility of accommodation department is to provide quality services to their
guests by providing them clean as well as highly maintained rooms.
 This department is required to maintain the stock budget and he balance of food and other
supplies that are provided to the customers (Bellemare, Rochette and LaRochelle, 2000).
1.4, 1.1 Evaluation of variety of services offered by front office and accommodation department
Service offered by front office and accommodation department
2 | P a g e

Front office department is the soul of all the services that are provided by every the hotel
industry to its customers and visitors.
Services offered by front office and accommodation department of Holiday Inn is these
department tries to create a pleasant environment at the entrance of the hotel. They decorate the
entrance with flowers to attract the customers while accommodation staff make an efforts to
provide a good environment in the rooms availed by the visitors and to provide them the extra
services if they want. In addition to this, they also provide safety and security provisions, laundry
and linen facilities, and housekeeping; maintaining cleanness and interior decoration etc.
Service offered by front office and accommodation department at Hilton. This
department provides services like providing applicable information, allocation of the rooms,
making reservation and explaining guests about the billing process. In addition to this they prefer
to provide additional services to customers by charge extra money.
Service offered by front office and accommodation department at Shireton. These
department mainly concentrate all catching the attraction of the customers. In regard to this, they
have decorate the front area and the whole premises with flowers, lights and candles. They also
provide pick and drop facility to the customers who visit the hotel (Djumino, 2003).
Evaluation of Service offered by front office and accommodation department
Evaluation of various services offered by the accommodation and front office department
will prove to be a significant factor for hospitality industry. There are large numbers of services
that are provided by the manager of room division. One of the major service that are provided by
the manager of room division is to design and evaluate all the activities that takes place within
the organisation. Hospitality industry includes hotels and restaurants which provide various
services and help to organise educational camps. . Thus, it can be said that in order to satisfy the
customers, room division department plays an important role (Dufton and Larson, 2011). The
main service provided by the room division at all the hotel industry is a pleasant environment in
the premises and the highly decorative and catchable entrance. These all hotels tries to maintain
the accommodation area and allocate rooms properly to the guests according to their wants. The
restaurant that avail the room facilitates provides food and resting amenities to the customers.
Room division manager manages the accommodation facilitates by providing timely
refurbishment and repairs. Therefore, at evaluating the services provide by all the three
organisation is that they all work with an equal aim to attract the customers. Almost every
3 | P a g e

organisation tries to give a pleasant environment to the visitors and make an efforts to provide all
the necessary facilitates.
Thus, at last it can be concluded that room division provides a variety of services to its
customers which in turn creates a brand image for the company.
2.1, 3.1 Importance of front office and accommodation services to effective management
Importance of front office area to effective management
The front area of the hotel should be so attractive that it attracts the customers in first
impression when they enter. The entire premises should be well maintained. The interior
decoration, designs and layouts should be interesting (Durkheim, 2014). The main area of the
hotel should be decorated with flowers, candles, lights, fragrance and colourful patterns should
be draw at the entrance walls. The front office area should closer to the entrance gate so that
visitors can easily reach them at the time of enquiry. Management of room division should
maintain the detailed records of all the visitors that arrive and depart. In addition to all this,
updated information should be provided to the guests like extra charges for the services that they
want to avail and about the property management system and so on.
Importance of accommodation department to effective management
In order to make an attractive and cordial welcome the interior design of the hotel should
be fascinating so that it can easily attracts the customers. Decent decorations create a positivity in
the mind of customers whereas if the decoration is shabby than it may create negative impact
(Fountain, Fish and Charters, 2008.). The office area should be well lilted and ventilated so that
if anytime large number visitors come together than in that case they can easily be handled and
thus, the guests may not feel suffocated. The furniture and fitting present in the hotel should be
comfortable. Furthermore, it can be said that interior decoration of the entire area should
emphasis on the healthy working environment. Along with this the entrance of the area should be
decorated with flowers and the rooms should be properly maintained with matching fabrics and a
pleasant fragrance which in turn makes customer feel comfortable.
2.2, 3.2 Key aspects of planning and management of the front office and accommodation
services.
Proper planning and management of front office area is very important for the
functioning of the hospitality industry in an effective manner. Moreover, in order to attract more
4 | P a g e

number of guests Holiday Inn hotel properly plans, manages and organises the entrance area of
the hotel.
Key aspects of planning and management of accommodation services is as follows:-
After identifying the market position Holiday Inn has introduced a strategic change
management system. Holiday Inn acquaints the concept of scorecards in order to implement
various aspects and to change the environmental culture of the hotel (Goldman and Procaccia,
2015). The structure and size of the department indicates the number of employees working
within the organisation. The employees working at the Holiday Inn has been trained and
developed in such a way that can easily be able to dissolve themselves in the organisation
culture. Along with this Holiday has started maintaining the guest cycle. Guest cycle is the cycle
includes four stages and this cycle is used to record all the entry right from the entry and exist of
the customers. In order to maintain a security in the premises all the activities that take place
within the organisation are recorded. Apart from this the interior decoration of hotel should be so
pleasant that it attracts the attention of the customers in first look only.
Thus, after conducting a survey and collecting customer’s feedback, holiday Inn has
adopted a new business operations. The main aim to adopt this change is to deliver the value and
quality services to the customers. In respect to this, Holiday Inn has also adopted oriented tactics
and redesign its company structure.
Key aspects of planning and managing front of house area are as follows:- Department planning: - Holiday Inn has made efforts and has assigned roles and
responsibility to every department and employees accordingly in order to properly
manage all the activities (Goo and Park, 2005). In regard to satisfy the guests full time
service department has been set up for catering, marketing, housekeeping and so on.
Besides this all the employees are assigned a proper responsibilities this in turn will assist
the hotel to create a balance between the activities. Proper balance of activities will also
reduce the expenses of the cost and in regard to which they will be able to generate more
profit. And suppose if proper management is not done that expenditure of the company
can increase.
 Security measure: - Holiday Inn has t considered all the measures at the front office for
the purpose of security. They have installed a cameras at different places within the
campus in order to capture all the images of the visitors and the employees. People
5 | P a g e

generally prefer to go for the Holiday where they can get high security of their lives.
Thus, in respect to this Holiday Inn should make an efforts to generate high security, this
in turn may attract more customers. But many a times a camera installed for a security
purpose may cause harm to the visitors.
2.3, 3.3 valuation of the main operational issues affecting the effective management and business
Performance of the front of house area and the accommodation service
The main operational issues that are faced by accommodation department are as follows:- Marketing: - One of the most important roles of hospitality industry is to promote the
brand of the hotel by using various promotional activities. In respect to this, Holiday Inn
has highly driven and trained marketing team, sales and communication team which in
turn symbolizes there company services in both online and offline media (Haeni and
et.al., 2004). Customer: - Holiday Inn has started offering various offers and schemes like free day stay
at some place etc. in order to attract more and more number of customers. This in turn
may affect the visit of the customers towards Hilton and Shireton.
The main operational issues that are faced by front office staff are as follows:- Sales and marketing: - Continuous change in the market conditions has enhanced the
level of competition among hospitality industry. Thus, in order to overcome this problem
hotel industry should start promoting various services provided by them. They should
start training and motivated staff in order to increase their market share.
 Quality: - Quality of services is provided by the holiday Inn in order to assure the arrival
of the visitors again in the future. In regard to this, front office department is required to
maintain the quality of services by introducing various policies and programs to the
guests (Hayat, 2008). The staff of Holiday Inn takes lot of care about the quality of the
services by collecting feedbacks from the customers on a regular basis. Hence, the
managers at all the hotel should see that they follow a set standard of quality by the
government in order to attract more customers.
6 | P a g e

TASK B
4.1 Revenue/Yield management
The Concept of Revenue/ Yield management is very important in hospitality industry.
Revenue management is an activity of forecasting and influencing the behaviour of the
customers. This in turn assists the hotel organization to generate more revenue and income. The
transaction that normally takes place in hospitality industry majorly concentrate on generating
more and more revenue in the same way as it is done in retail industry (Huang and Ji, 2013). But
the hospitality and the retail industry cannot charge much price from the customers against the
services provided by them.
For instance: - Suppose in holiday Inn 500 rooms are available with 350 beds. Further the
hotel gets the order to book almost 200 rooms with 250 beds after 3 months. This in turn
increases the demand of the hotel. In addition to this, guests ask for extra discount for placing
such a big order than in that case organization cannot think of generating more profit.
Hence, at last it can be concluded that with an aim to increase the level of growth;
organisation should use revenue/ yield management. In addition to this, it is suggested that
Holiday Inn should plan all its activities and operations in such a manner that it helps the
company in building its level of probability and tenancy.
4.2 Analysis of sales techniques used by the company to promote and maximize its income
There are different types of sales techniques that are taken into consideration by Holiday
Inn in order to attract a large number of customers. Some of the techniques used are described
below. Offer and discount:-With an aim to generate more revenue by attracting more number of
guests Holiday Inn has provided various types of offer and schemes to its customers.
They have offered different types of packages like 3days 4 nights suite at low price with
extra services. Hence, these offers made by the hotel will help them in attracting more
number of people. Discussion of duty: - Holiday Inn should negotiate with the customers about the charges
of the room before making final decision. Because the hotel industry charges extra price
at the time of peak seasons (Woolf, 2015).
7 | P a g e

 Recommendation and sale track: - If customers are highly satisfied than in that case they
will be ready to give the feedback about the services availed by them. The feedback given
by the guests will assist the organization to analyse the areaswhere they are doing best
and where they are lacking behind.
4.3 Evaluation of the usage of forecasting and statistical data in the room division
Forecasting of the activities is very beneficial in case of room division. In order to plan
all the operations in an effective and efficient manner forecasting of future demand is necessary.
Hence, some of the ways which can be used by Holiday Inn to forecast its sales are as follows:- Price structure: - Forecasting of all the future activities and the future demand will help
the hospitality industry to decide the price of all the service and facilities offered by
them. Hence, in regard to this, prices charged by Holiday Inn is extremely competitive
and this in turn guarantee the increase in probability.
 Foresee probability: - After forecasting all the activities and operations Holiday Inn will
be able to analyse the level of profitability that have been incurred by them in upcoming
time period (Mackenzie and Chan, 2009). In addition to this, company will also be
examining the practicability of the operations that are going to be performed by them in
future.
Thus, at last it can be said that forecasting of future activities and demand assist the hotel
organization to increase its level of probability and generate more income.
4.4 Calculation of the performance indicators used to calculate the success of Accommodation
sales
Occupancy rate: - Occupancy rate defines the percentage of rooms that are occupied by a
certain hotel unit. This in turn identifies the extent at which hospitality industry is capable of
employing various conditions.
Table 1: Room occupancy rate
Types of rooms Formula
Total
available
Total
occupied
Single rooms 75 55
Twin rooms 60 55
Double rooms 80 70
Total number of
rooms 215 180
Room occupancy Occupied rooms/ Total number of 83.72%
8 | P a g e

rate available
Table 2: Sleeper occupancy rate
Types of rooms Formula
No. of beds
available
Number of beds
occupied
Single rooms 75 55
Twin rooms 120 105
Double rooms 160 100
Total number of
sleepers 355 260
Sleeper
occupancy rate
Occupied beds/ Total number of
beds available 73.24%
Average daily rate: Average daily rate indicates per day rate that is charged by the hotels
on the preoccupied rooms. Average daily rate is calculated by using the following formula:
Table 3: Average daily rate
Types of
rooms Total available Total occupied Price
Revenu
e
earned
Single rooms 75 55 £ 90 per person/room 4950
Twin rooms 60
50 occupied by
two & 5 by one
£140 per room & 90 in
case of single
occupancy 7450
Double rooms 80
30 occupied by
two & 40 by
one £220 per room 15400
Total revenue
earned 27800
Total number
of rooms
available
Formula
Average daily
rate
Daily revenue/
number of room
occupied 154.44
To calculate average daily rate, the prices for different categories of rooms are anticipate.
In order to compute the average daily rate, the cost of different types of room has taken into
consideration. Hence, as per the assumed values and estimations, £ 154.44 is charged by Holiday
Inn hotel on preoccupied room.
9 | P a g e

Yield percentage: Yield percentage is the amount of proportion that is calculated by
Holiday Inn in order to compare the expected revenue with that of revenue generated.
Table 4: Yield percentage
Revenue generated Expected revenue
4950 6750
7450 8400
15400 17600
27800 32750
Yield percentage
(Revenue generated/ expected
revenue) 84.89%
On the basis of yield percentage, it can be concluded that Holiday Inn hotel is interpreting
decorous amount of yield from its buyers. Thus, the business unit is therefore considered to be
operating in an efficient manner.
CONCLUSION
On the basis of the above report it can be concluded that if Holiday Inn want to grow its
business than it should follow all the rules and regulations that are obligatory by the government
of UK. It can also be interpreted that for the development of front office and accommodation
department it is necessary to perform all functions and responsibilities in an effective manner in
order to attract large a number of customers. At the end, it is suggested that in order to generate
more sales and generate profit Holiday Inn is required to take into consideration various
promotional strategies.
10 | P a g e

REFERENCES
Books and Journals
Abbott, A., 2014. The system of professions: An essay on the division of expert labor. University
of Chicago Press.
Abdulkadiroğlu, A., Sönmez, T. and Ünver, M.U., 2004. Room assignment-rent division: A
market approach. Social Choice and Welfare. 22(1). pp.515-538.
Ahmed, S., and et.al., 2012, March. Automatic room detection and room labeling from
architectural floor plans. In Document Analysis Systems (DAS), 2012 10th IAPR
International Workshop on (pp. 339-343). IEEE.
Barros, C.P., 2005. Measuring efficiency in the hotel sector. Annals of Tourism Research. 32(2).
pp.456-477.
Bellemare, A., Rochette, M. and LaRochelle, S., 2000. Room temperature multifrequency
erbium-doped fiber lasers anchored on the ITU frequency grid. journal of lightwave
technology. 18(6). p.825.
Djumino, A., 2003. Room Division Knowledge. Surakarta: IGIE Hotel School.
Dufton, L. and Larson, K., 2011, July. Randomised room assignment-rent division. In Workshop
on Social Choice and Artificial Intelligence (p. 28).
Durkheim, E., 2014. The division of labor in society. Simon and Schuster.
Fountain, J., Fish, N. and Charters, S., 2008. Making a connection: tasting rooms and brand
loyalty. International Journal of Wine Business Research. 20(1). pp.8 – 21.
Goldman, J. and Procaccia, A.D., 2015. Spliddit: Unleashing fair division algorithms. ACM
SIGecom Exchanges. 13(2). pp.41-46.
Goo, J. and Park, T., 2005. The Effect of Hotel Room Division Service Quality on the Post
Evaluation. Tourism Study. 20. pp.87-102.
Haeni, J.H., Irvin, P., Chang, W., Uecker, R., Reiche, P., Li, Y.L., Choudhury, S., Tian, W.,
Hawley, M.E., Craigo, B. and Tagantsev, A.K., 2004. Room-temperature
ferroelectricity in strained SrTiO3. Nature. 430(7001). pp.758-761.
Hayat, K., 2008. No room for doubt and division. The News International.
Huang, Z. and Ji, Y., 2013. Design and demonstration of room division multiplexing-based
hybrid VLC network. Chinese Optics Letters. 11(6). p.060603.
Woolf, V., 2015. A Room of Ones Own and Three Guineas. OUP Oxford.
11 | P a g e

Online
Mackenzie. M. and Chan, B., 2009. Introduction to Hospitality.[Pdf]. Available through :<
http://www.edb.gov.hk/attachment/en/curriculum-development/kla/pshe/nss-
curriculum/tourism-and-hospitality-studies/Introduction_to_Hospitality_Eng.pdf>.
[Accessed on 4th February 2016].
12 | P a g e

13 | P a g e