Hospitality Management: Roles & Functions

This assignment examines key roles and functions within the hospitality industry. It covers a range of topics including hotel management, rooms division management, and sustainable practices in hotels. The provided resources include academic journal articles, books, and online sources that shed light on different aspects of hospitality management.

Room Division

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK A...........................................................................................................................................3
a) Legislation and regulatory requirements relevant to room division operations.................3
b) Roles and responsibilities of selection of accommodation and reception staff.................4
c) Variety of services offered by rooms division...................................................................6
d) Importance of front of house area and accommodation service........................................7
e) Key aspects of planning and management of front of house area and accommodation
service.....................................................................................................................................7
f) Main operational issues affecting the effective management and business performance. .8
TASK B...........................................................................................................................................9
a) Revenue/yield management...............................................................................................9
b) Sales techniques used to promote and maximize revenue...............................................10
c) Usage of forecasting and statistical data in room division...............................................11
d) Calculation of performance indicators used to measure the success of accommodation sales
..............................................................................................................................................12
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................14

INTRODUCTION
In the modern era of globalization, travel and tourism industry is growing rapidly. It
signifies that people travelling from one destination to another require better quality of staying
facility in order to make their journey satisfactory and successful. For this, hospitality industry
provides wide range of services to guest so that satisfaction can be attained. There are varied
departments involved within hotels such as reception, housekeeping, reservation and guest
service etc. that all helps in delivering better quality services to customers and satisfy them
(Guilding, 2012). Room division department involves two different sub-departments within it
such as housekeeping and front office department. Main function of housekeeping is to maintain
cleanliness in the hotel. Hotel should also use modern management tools and equipments so that
they are able to ensure safety and security of in-house customers.
Another department is front office which is responsible for solving the issues of guests
and book their rooms as per individual’s desire. In the present report, Marriott hotel, UK has
been undertaken with regard to determine the different aspects of room division operations.
Marriott is a top brand in hospitality services that helps in managing and delivering customized
facilities to guests as per their requirements (Hassanain, 2009). It operates in worldwide
marketplace and owns several properties that help in enhancing the customer base. Report
focuses upon different regulatory and statutory requirements in relation to room division
operations. Also, evaluation has been made regarding different aspects of planning and
management of front house area and accommodation services. In the later part, using the
provided information and calculating the occupancy and room revenue helps in measuring and
maximizing the success of accommodation sales.
TASK A
a) Legislation and regulatory requirements relevant to room division operations
Government of the country is required to undertake different regulatory and legislation
requirements in relation to effective business practices within the country. European legislation
has laid down laws in relation to pertaining customers, employee’s right, best quality food and
beverages etc. Also, it is crucial for the room division department to maintain environmental law
that helps in protecting the existing surrounding from harmful substances. For instance,
housekeeping department is required to clean the room properly and check waste water

management system so that it does not pollute the environment (Jayawardena and et. al., 2013).
Another legislation followed is food safety that states that hotel is required to provide standard
quality of healthy food to guests so that customer stays healthy and satisfied. Furthermore, right
to employees should be followed by hospitality firm. For instance, business is required to
provide minimum remuneration and fix particular working hours for a particular job so that
rights of employees does not hamper. Marriott should not discriminate employees on the basis of
age, sex, race or religion. Also, the right of employees should be protected at the time when they
complain against their employer's action regarding misconduct (Jerenz, 2008).
However, all such regulatory and legislation requirements help business to protect and
safeguard the interests of workers as well as guests. Hospitality firm is responsible to follow
another legislation regarding data protection act that states that employer is required to protect
the data, information of customers and safeguard it from theft. It is very essential for firm to
secretly keep the records of their guests such as their personal details, a payment mode etc. as it
is the responsibility of the room division department to abide by the guidelines, protect data and
information (Kim, Ham and Moon, 2012). Business is also required to follow price and tariff
regulations as per law set by government. Prices are necessarily set as per the standards of
quality of services provided by hotel. Therefore, it is essential for the room division staff to
maintain their quality level and charge from the customers accordingly. However, firm should
not earn profits for not providing particular benefit as it decreases the brand image of firm in
marketplace. Thus, room division department of Marriott is required to follow different rules and
regulations to support better functioning of service.
b) Roles and responsibilities of selection of accommodation and reception staff
It can be stated that both departments i.e. accommodation and reception are the backbone
of hospitality firm. Therefore, it is essential for Marriott hotel to provide effective training to its
employees so that skills and capabilities can be enhanced in order to follow their roles and
responsibilities (Morrison and Mahony, 2003). Following are the functions and obligations of
accommodation service staffs which are as follows-
 It is the duty of the staff to check the accommodation area to be clean, maintained and
well presented so that guests are attracted towards it.
 Maintaining budget for stock as well as regularly checking the inventory for food and
beverages for customer’s supply (O'Fallon and Rutherford, 2010).

 Such type of service staffs are focused on maintaining the decoration of rooms and other
hotel area along with managing the repairs of all the furnishings.
 Also, staff members are required to play a crucial role in order to inspect and ensure that
proper hygiene and safety regulations are maintained within accommodation department
(Voss, Johnston and Armistead, 2006).
 It is the duty of the accommodation manager to recruit and train skilled room attendant
staff so that they are able to coordinate effectively with other departments in order to
provide standard quality services.
 Furthermore, in order to provide better facility to guests, accommodation department is
required to take proper care of arranging laundry services as well as cleaning and
maintaining the rooms properly so that guests can be attracted and satisfied from staff
service (Wood and Brotherton, 2008).
Another crucial role within Marriott hotel is played by front office staff in order to solve
the problems of customers. Reception staff is required to own effective communication skill and
pleasant personality because it is the first department from whom the guests interact. Their roles
and responsibilities are as follows-
 Main role is to process the reservation requests of customers as-well-as to keep the record
of corporate guests so that they can be recognized as a regular visitor of hotel by
delivering quality services (Ramanathan and Ramanathan, 2013).
 They also play main responsibility of allocating rooms and providing the best
environment for staying facilities for customers and recording their check in and
checkout timings.
 Reception staff is also required to manage the complaints of guests regarding inadequate
service delivery and solving them so that customer satisfaction can be attained (Ransley
and Ingram, 2004).
 Front office cashier department is also required to support the guests while checking out
and providing them services regarding their billing details and also performing other
promotional activities regarding hotel (De Jorge and Suárez, 2014).
 It is the duty of the cashier to carry out point of sales method and accomplish the whole
transaction in a suitable manner.

 Another important role of front office desk staff is to communicate with the concerned
people at the time of emergency situation and also inform housekeeping department to
entertain any special requests of guests (Mohanty and Rout, 2015).
c) Variety of services offered by rooms division
Room division department plays a crucial role within hospitality industry. Managers of
rooms division department provides different services to the guests in order to attain satisfaction.
Main function of such individuals is to plan and evaluate the operations for the whole business.
For instance, Marriott undertakes different businesses such as hotels, restaurant etc. that provides
room services as well as restaurant facility (Yen and Huang, 2012). Therefore, it is the duty of
the room service department to encourage their staff and help them in delivering quality services
to guests. Also, it is the responsibility of the room division employees of Marriott hotel to
coordinate with other departments such as catering, accommodation and housekeeping etc. so
that effective services can rendered to customers. Room division staff provides services to the
hotel industry in regard to maintain the accommodation area and allocate the rooms to guests
accordingly. It is essential for them to plan, recruit and train the employees so that they can
enhance their skills and thus perform better within enterprise (Obrien, 2014). Also, the
restaurants that possess rooms facility is required to provide quality food as well as resting
comforts to guests.
Another department that is concerned by the room division is reception or front office
department. Therefore, the services provided by such department helps in managing the billing
activities and also provide information to customers regarding the price and tariff related details.
Front office employees are required to have effective communication skills as at the first time
guests interact with such people in order to confirm their reservations and other booking
information (Rahman, Reynolds and Svaren, 2012). Therefore, they need to provide quality
services by arranging their accommodation and welcoming them in order to retain them
whenever they plan to stay in the hotel next time. They are also required to manage and maintain
the accommodation facilities by ensuring timely repairs and renovation. Thus, the room division
department provides diverse services within the Marriott hotel and delivering such outstanding
service helps in creating a brand image of firm in marketplace.

d) Importance of front of house area and accommodation service
It is essential for every hospitality business provider to effectively manage and maintain
its building premises so that customers can be attracted. It can be done with the help of different
wall paintings, hangings etc. However, the front of the house area is the place where the guests
visit first and thus it gives the first impression of the hotel. Therefore, Marriott being a luxurious
hotel needs to effective design the front house area. Management of hotel is required to plan
attractive layout, interior decoration and designs so that guests can be satisfied by selecting
Marriott for staying (Ni, Chan and Wong, 2012). Front of house area should be properly lighted
and ventilated so that many guests at a time can be accommodated and served in order to raise
satisfaction. Here, guests are welcomed by the reception staff and they can relax as the luggage
and other belongings will be carried by the bell boy of the hotel. However, the overall ambiance
of the front house area should be effective as it is the place where guests visit first. Front office
staff should communicate effectively with the customers and solve their problems regarding
booking or any other issue throughout their stay. The details of the guests are recorded by the
front house area and also record the charges of additional services such as entertainment, sports
etc. if availed by the guests and provide them the bill at the time of check out (Komlósi and
Gyurácz-Németh, 2014).
Furthermore, accommodation service also plays a significant role in order to maintain the
interior of rooms as well as other area of hotel. Such department is required to carry out their
responsibility by coordinating with the housekeeping department and providing neat and clean
environment of room in order to satisfy the needs of customers. Also, it is essential for
accommodation staff to maintain the room of guests as per their requirements so that satisfaction
can be attained (Kamaruddin and Ahmad, 2012). However, the rooms of the Marriott hotel are
divided into different categories such as deluxe, suite etc. and thus the accommodation manager
is required to provide services as per the rooms allotted to guests in order to satisfy their wants.
e) Key aspects of planning and management of front of house area and accommodation service
It is essential for Marriott hotel to plan and manage the front of house area in order to
attain successful functioning of business as it ts the main place where customers visit at first
time. Therefore, management of hotel is required to develop strong planning, managing and
layout of the front house area which are as follows-

 Departmental planning- Management of Marriott hotel is required to assign the roles
and responsibilities effectively to the different departments so that best services can be
rendered to guests. For instance, there are varied full service departments such as
catering, housekeeping, finance and human resources so that front office is required to
communicate their role effectively to each person in order to carry out smooth
functioning of business (Teng and et. al., 2014).
 Using innovating technologies- It is essential for business to undertake latest
technologies such as fast billing and sales for customers. It helps firm to carry out
effortless operations and enhance point of sales method (Mégret, 2015).
 Data protection- Front office department is required to record the data or information of
the guests such as their personal information and other important details regarding their
stay etc. Thus, it is essential for the hospitality industry to protect the data of guests and
cannot be accessed by others in respect for safety reasons (Butterworth., 2014).
Different aspects of planning and management of accommodation service which mainly
involves housekeeping, maintenance of rooms, hygiene and safety and security measures etc.
However, in order to maintain housekeeping measures business is required to provide neat and
clean room and other hotel area to customers (Key roles and functions in hospitality enterprises,
2011). Also, it needs to maintain the safety and security services of hotel so that brand image can
be maintained in the marketplace. As the accommodation department is more focused upon
cleaning the bathrooms, bedding and quick response towards customers complaints so that
satisfaction can be attained of guests.
f) Main operational issues affecting the effective management and business performance
It can be stated that front house area is the lifeline of any hospitality business and thus all
type of transactions passes through such department. However, there are varied barriers faced by
the front office department therefore, it is essential for firm to manage it in order to attain
successful business operation. Following are the different operational issues of front office area
are as follows-
 Finance- Business is required to manage the financial issues effectively so that Marriott
can successfully run its operations. The front office cashier is accountable in regard to
settle and manage the accounts of guests. Thus, such staff is skillful and trained in order
to overcome the financial issues arise in the hotel (Guilding, 2012).

 Human resources- Marriott front office department is required to effectively interact
with other departments such as housekeeping, accommodation, food and beverage etc. so
that effective service can be rendered to customers. Staff of front office is required to
overcome the issues related to maintaining employee details, recruiting people and
training them (Hassanain, 2009). Beside this, employees of front house area are very
friendly and cooperative in order to quickly solve the problems of customers.
 Sales and marketing- Marriott is required to adopt skilled people in order to promote
the hotel and its services in market and thus overcome competition. Business is required
to encourage its staff and help them to work in a team so that market can be enhanced in
order to attain high sales and profitability (Jayawardena and et. al., 2013).
Further, it is essential for Marriott hotel to manage the accommodation services that
involves scheduling the staff, maintaining and repairing the building, developing budget in order
to control expenditure and comply different rules and regulations. For instance, it is essential for
hospitality firm to run its accommodation service effectively in order to attain success. Following
are the different operational issues that affects the business performance such as-
 Marketing- It is essential for hotel to market its services in order to maintain the brand
image of firm. For this, sales managers of hotel are required to overcome the issues faced
regarding the fulfillment of guests needs and wants (Morrison and Mahony, 2003).
 Managing competition- It is also essential for Marriott to manage the competition by
implementing attractive layout and design so that look of the room as well as other area
of hotel can be attractive. Therefore, the housekeeping and maintenance department is
required to carry out effective role in order to overcome the issues related to cleanliness
and refurbishment of hotel (Wood and Brotherton, 2008).
TASK B
a) Revenue/yield management
It can be assessed that revenue/yield management system is the process that helps in
forecasting and affecting the behavior of customers in order to attain optimum profit from
operations. In addition to this, if the accommodation percentage in relation to room occupancy
increases it helps in raising the sales and revenue of hotel. Marriott is required to pay huge
attention towards its promotional and marketing strategies in order to attract more and more

customers and improve the sales (Ramanathan and Ramanathan, 2013). Further, hotel is required
to implement fixed pricing approach so that they can maximize the revenue on the basis of
quality services, entertainment facilities, day and night logging etc. For instance, rate may vary if
customers arises at peak season or off season. Also, it is essential for Marriott to manage and
implement effectual technology software so that best operations can be carried out in an effective
manner. It helps hotel to maximize the room occupancy rate as it assists in enhancing the brand
image of Marriott in marketplace.
Furthermore, it can also be assessed that yield management may possess ethics related
issues but in hospitality firm such practice may not be complied. For instance, hotel may not
inform their guests regarding the changes in the price when there are discounts available or not
providing enough advantages to customers as per pricing (Ransley and Ingram, 2004). Main
benefit of revenue/yield management system within hospitality firm is to improve productivity,
ensuring optimum utilization of resources and enhance profitability in terms of sales and market
share. However, there are varied disadvantages such as practicing price differentiation that is
sometimes stated as unethical by the point of view of customers, failing to meet the expectations
of guests etc.
b) Sales techniques used to promote and maximize revenue
Following are the different sales techniques that are undertaken by the Marriott hotel in
order to maximize profits and enhance the number of room occupancy-
 Rate structures- It is essential for hotel management to structure the rates of different
services accordingly before the arrival of guests so that there are not variances done at the
time of charging room prices. It involves different tariff structures and the selection
depends mainly upon the market in which the hotel operate (Mohanty and Rout, 2015).
 Pricing based on market conditions- As there are varied hotels who charges extra
prices for using restaurant and other recreational services. Therefore, hotel provides
discounts to guests for using such services in order to attract and satisfy their needs.
 Tariff negotiation- At the time of peak season and room occupancy is at high level, hotel
is required to bargain the room rates from customers before making final settlement (Yen
and Huang, 2012). However, the guests with corporate packages are charged high as they
require special attention from hotel staff as compared to individual customers. For

instance, if any customer cancels the booking then hotel may not refund the cancellation
amount complying the policy of hotel.
 Referrals and sales leads- It states that the satisfied guests from the services of Marriott
will spread mouth publicity and also suggest different people to visit the hotel.
Management of hotel is required to provide feedback form to customers and record their
personal information so that they can be contacted at the time of providing any future
discount on staying (Obrien, 2014).
 Customer loyalty program- Business introduces different loyalty schemes for
customers such as loyalty cards, discounts, referral benefit etc. However, all this
advantages helps customers to satisfy their needs and utilize the services from hotel
through repurchasing the services again and again.
 Managing the sources of booking- Here, the management of hotel is required to identify
the sources from where booking arise. Also, Marriott staff is required to update the
website regularly in order to develop contact with tour operators, airlines and regular
customers (Ni, Chan and Wong, 2012).
c) Usage of forecasting and statistical data in room division
Main aim of hotel is to attain customer satisfaction and enhance in room occupancy that
in turn improves the profitability. With the help of forecasting method, business can assess the
availability of rooms can be estimated in order to make available for future sale. Forecasting is
dome with the help of determining the statistical data of the hotel through carrying out surveys
from satisfied customers review form (Butterworth., 2014). With the help of this comparison can
be made in regard to calculate the projected sales as per the actual sales. Following are the
different usage of forecasting and statistical data such as-
 In order to maximize the growth, Marriott is required to create a target of booking the
rooms which needs to be attained in a day or week or month.
 However, such projection method helps the front office department to reserve or book the
rooms (Mégret, 2015).
 Further, as per the booking available, accommodation department is required to plan and
manage the availability of rooms so that no surplus or deficit can be attained.
 With the help of forecasting strategy business is required to select the future pricing
strategy so that more number of customers can be attracted. For instance, at the time of

slump season and as per the forecast method less number of customer visit the hotel then
they can lower their prices and attract customers (Teng and et. al., 2014).
 Marketing team of hotel is required to design and plan the future marketing tactics in
order to expand the business operations on the basis of forecast and statistical data
(Kamaruddin and Ahmad, 2012).
d) Calculation of performance indicators used to measure the success of accommodation sales
According the given case of Five Seasons Hotel different performance indicators are used
in order to measure the success of accommodation sales which are as follows-
Room type No. of rooms Beds Occupancy
Single 75 75 55
Twin 60 120 50 number of
rooms occupied by
2 persons while
5 occupied by 1
people
Double 80 160 30 number of
rooms occupied by
2 people
40 occupied by 1
people
Total 215 355 180 room let (260
sleepers)
Room occupancy percentage= 180/215 * 100 = 83%
Double room occupancy= 260-215/215*100 = 20%
Sleeper occupancy percentage= 20/355 * 100 = 73.23%.
CONCLUSION
It can be concluded from the study that in order to attain success in hospitality business,
room division service plays a crucial role. It involves two main department of room division such

as front office and accommodation department that performs different roles and responsibilities
in order to smooth running of business. Also, it helps in effectively understanding the operational
issues faced by the department in order to provide solutions for the problems and develop
effectual service delivery process. Furthermore, yield management system also helps in
measuring and maximizing business profits and enhance the market share. At the end, it is
essential for any service organization to improve the customer experience and enhance
satisfaction by delivering quality products and services.

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