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.
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Room Division
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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 individualâs 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,evaluationhasbeenmaderegardingdifferentaspectsofplanningand 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, employeeâs right, best quality food and beverages etc. Also, it is crucial for the room division department to maintain environmental law thathelpsinprotectingtheexistingsurroundingfromharmfulsubstances.Forinstance, 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- ï·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. ï·Maintaining budget for stock as well as regularly checking the inventory for food and beverages for customerâs supply (O'Fallon and Rutherford, 2010).
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ï·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. ï·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). ï·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. ï·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- ï·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). ï·Theyalsoplaymainresponsibilityofallocatingroomsandprovidingthebest environment for staying facilities for customers and recording their check in and checkout timings. ï·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). ï·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 SuĂĄrez, 2014). ï·It is the duty of the cashier to carry out point of sales method and accomplish the whole transaction in a suitable manner.
ï·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 enhancetheirskillsandthusperformbetterwithinenterprise(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.
ï·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. ï·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- ï·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). ï·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- ï·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). ï·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. ï·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
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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). ï·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 typeNo. of roomsBedsOccupancy Single757555 Twin6012050numberof rooms occupied by 2 persons while 5occupiedby1 people Double8016030numberof rooms occupied by 2 people 40 occupied by 1 people Total215355180 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 effectualservicedeliveryprocess.Furthermore,yieldmanagementsystemalsohelpsin measuring and maximizing business profits and enhance the market share. At the end, it is essentialforanyserviceorganizationtoimprovethecustomerexperienceandenhance satisfaction by delivering quality products and services.
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O'Fallon, M. J. and Rutherford, D. G., 2010. Hotel Management and Operations. John Wiley & Sons. Rahman, I., Reynolds, D. and Svaren, S., 2012. How âgreenâ are North American hotels? An explorationoflow-costadoptionpractices.InternationalJournalofHospitality Management.31(3). pp.720-727. Ramanathan, U. and Ramanathan, R., 2013. Investigating the impact of resource capabilities on customer loyalty: a structural equation approach for the UK hotels using online ratings. Journal of Services Marketing. 27(5). pp.404â415. Ransley, J. and Ingram, H., 2004. Developing Hospitality Properties and Facilities Hospitality management. Butterworth-Heinemann. Teng, C. C. and et. al., 2014. Exploring the energy and carbon literacy structure for hospitality and tourism practitioners: evidence from hotel employees in Taiwan.Asia Pacific Journal of Tourism Research.19(4). pp.451-468. Voss, A. C., Johnston, R. and Armistead, C., 2006. Introducing Service Industries in Operations ManagementTeaching.InternationalJournalofOperations&Production Management.6(3).pp.21 â 29. Wood, R. C. and Brotherton, B., 2008.The SAGE Handbook of Hospitality Management. SAGE.Woods, R. H., 2008.Professional Front Office Management. Pearson Education India. Yen, C. D. and Huang, T. C., 2012. The pay structure for task performance in the hospitality industry: The role of pay satisfaction.GSTF Business Review (GBR).2(2). pp.192. Online Butterworth., P., 2014.What Does A Rooms Division Manager Do And His Responsibilities. [Online].Availablethrough:<http://hospitality-industry.divanerasmus.com/the-what- does-a-rooms-division-manager-do-and-his-responsibilities/> [Accessed on 29 February 2016]. Keyrolesandfunctionsinhospitalityenterprises.2011.[PDF].Availablethrough: <http://hsc.csu.edu.au/hospitality/hosp_240/comp_units/SITHIND001B/4372/ key_roles.htm> [Accessed on 29 February 2016].