(PDF) Room division operations management | assignment

ROOM
DIVISION
OF
OPERATION
MANAGEMENT
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Table of Contents
INTRODUCTION:..........................................................................................................................3
LO.1. Service provided by room division in various context:.........................................................3
Enclosed in PPT...........................................................................................................................3
TASK 2............................................................................................................................................3
1.2. Analyse the Roles and Responsibilities of Room
Division Staff In Different Organisation:...................................................................................3
1.3.Legal and Statutory requirements that apply to Room Division Operations:........................3
2.1. The Importance of the Front of House Area to Effective
Management:...............................................................................................................................4
2.2. Key aspects of Planning and Management of the
Front of House Area for a given hospitality operation:..............................................................4
2.3. Critically examine the Key Operational issues affecting the effective management and
business performance of the Front
Office Area for a given operation:..............................................................................................5
3.1.Importance of Property Interiors and Design to
effective management:................................................................................................................5
3.2.Critical aspects of planning and management of the Accommodation Service Function for
given hospitality
operation ....................................................................................................................................5
3.3.Key operational issues affecting the Effective
Management and
Business
Performance
of
the
Accommodation service function for a given operation..............................................................6
4.1.Revenue/Yield
management to maximise occupancy and room revenues:.........................................................6
4.2.Sales techniques that Rooms Division Staff can use to promote
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and maximise revenue:...............................................................................................................7
4.3.Purpose and use of Forecasting and Statistical data:.............................................................7
4.4.Calculate Rooms Division performance indicators to measure
the success of accommodation sales...........................................................................................8
REFERENCES..............................................................................................................................11
............................................................................................................12
...................................................................................................................................................12
..........................................................................................................12
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INTRODUCTION:
This report stays that what are the key aspects of planning and management of front area
officer and the accommodation service provider. It stays what kind of services is provided by the
front area officer and there role and responsibility in different types of hotel. The report stays the
importance of interior design in the five star hotels and the key operational issue which affects
the working of the hotel.
LO.1. Service provided by room division in various context:
Enclosed in PPT
TASK 2
1.2. Analyse the Roles and Responsibilities of Room
Division Staff In Different Organisation:
The looks of the hotel differs similarly the services provide buy them also varies. This
bring in change of the role and responsibilities of two major areas i.e. housekeeping and the front
office area. The effective housekeeping and the front office is an essential part of the hotels. The
five star hotels provided the excellent housekeeping services, they maintain the orderliness of the
each area of the hotel, they have a well trained staff who looks in the cleanness of the each areas,
there proper maintenance, rooms of the customers are maintained and cleaned, employees rooms
are maintained similarly there front office desk make a better communication with there
customers, give a strong impression of the hotel, reduces and prevents the complains so to
maintain the footfall of the hotel.(Huang, Xiong, Li and Ji, 2015) The services of housekeeping
remain same in the three star hotel but they do not give any extension services, the workforce
under housekeeping is not trained like five star hotels. The front office area works for the stretch
of 24 hours with 15 hours services for food and beverages.
1.3.Legal and Statutory requirements that apply to Room Division Operations:
The hotel needs to follow certain legal rules these rules are related to the consumer law,
data protection, health and safety of the customers, proper disposal of the wastage and other
hazardous material, give information to the customers in relation to the prices of the room, or
other tariffs and the barriers which are related to the hotel. The hotel needs to provide clean and
healthy environment, proper hygiene, clean water, sanitation access to there guest. It is
compulsory for the organisation to maintain the privacy of the customers and do not disclose
there information to any outsiders i.e. covered under the data protection act, 1998. The room
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division is compulsory to disclose that the price of the rooms, the staying days of the guest. The
tariff details of booking should be provided to the customers. The business engaged in the
hospitality business like hotels needs to have proper disposal system of all the waste and
hazardous material of the hotel, so that it not harmful for the guest of the hotels.
2.1. The Importance of the Front of House Area to Effective
Management:
The front house office are the ones who interact most with the consumers they coordinate
with the customers. There need is important for the working of the organisation. They asses the
customers for all there needs and requirements. They create are the one who create impression on
the customers about the hotel, they create an effective communication with customers, redress al
there problems and grievances. The Front House Area keeps the coordination with the working
of the housekeepers and accommodates which in turn helps the customer to keep there stay
comfortable. With no issues. The Hilton Hotel has a beautiful craved front desk office which
becomes set of attraction to the customers, also the employees of the hotel are friendly and
helpful to the customers. Further, to make better customer experience about the hotel, it has
opted for providing more or some extra facilities like: telephonic services, 24 hours customer
support, food and beverages services, special services for elderly person or any physical
challenged people by front office area(Xu and Gursoy, 2015)
2.2. Key aspects of Planning and Management of the
Front of House Area for a given hospitality operation:
The Planning and Management of the front house areas to assist the customers properly
in relation to maintaining of hotel. The front office area needs to look out the ambience of the
hotel it should be properly maintained and it should be capable to attract the customers. The
designing of the hotel front desk will give the impression to the customers the design of the
Hilton hotel has the impression on the minds of the customers. There is an important aspect for
planning and management is to create impression on the minds of the visitors. “The first
impression is the last impression” this concept should be followed and the front area officer
needs to create a strong impression on the customers. The impression of the Hilton is quite
impressive the customer has reviewed the services with five star ratings. Keeping of the
sanitation in all the areas of the hotel is important. The hotel should opt for better housekeeping
services so that there is no sanitation issue in the hotel(Walker, 2015.)
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2.3. Critically examine the Key Operational issues affecting the effective management and
business performance of the Front
Office Area for a given operation:
The front area officer suffers at time of some operational issues that arrived when the
customers does untimely cancellation, if there is room up gradation in the hotel, etc. These
operational issues creates disturbance and hampers the work of front area officer. When the
customers takes information from the telephones the chances of miscommunication increases
and this further hampers the work of the hotel. Guest sometimes don't turn up in the hotel and
makes untimely cancellation this creates problem for the accommodation staff and further the
hotel has to lose up it others potential customers, this brings looses to the business. If the hotel is
undergone any construction or room up gradation this creates mismanagement in the hotel and
shortage of rooms in the hotel and it could worsen the situation more if there is a seasonal
business in the hotel the customers has to suffer if there is no alternate back up or availability of
any extra room this will lose the company there customers.
3.1.Importance of Property Interiors and Design to
effective management:
The interior makes the customer fall for the hotel. The designing of the hotel should be
done by keeping in mind the set international standards for hotels. Being a five star hotel there is
a need of good ambience as the ambience and interior are the key aspects of many big hotels.
The comfortable location of the hotel will bring on the more customers. The privileged
customers should get there rooms in a silent location with lush greens so that they can enhance
there experience about the hotel(Ryan, 2015) The designs of the hotel should be kept with new
trends will attract the more customers, even the hotel needs not to go for more promotional
events as there ambience and satisfied customers will do it for them. The interiors will evaluate
the grandness and luxurious of the hotel and this enables to target the high class customers more
easily further this will create image of the hotel and people will lure to spend there quality times
in the hotel.
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3.2.Critical aspects of planning and management of the Accommodation Service Function for
given hospitality
operation
Accommodation service is as important as other factors of the hotel as they contribute to
the creating good impression of the hotel. They are the basic requirements for the guest of the
hotel, so there must be proper planning and managing of these activities. The proper redress al of
the cleaning of the clothes there ironing, maintenance of the health and safety measures so that
there should be no problems to the customers, upgrading and cleaning up of room and
maintaining of the sanitation and disposal of the waste so the customers do not suffer any health
relate issue, the staff should be able to use technologies and they must assist the customers if
there is any advance technology. The five star hotels are recognised by it accommodation
services only there better services are there reason to flourish and win over there competitors in
the business.
3.3.Key operational issues affecting the Effective
Management and
Business
Performance
of
the
Accommodation service function for a given operation Financial Management: The finance of the hotel is not adequate then there will be the
problem in providing services to the customers. Late services will damage the image of
the hotel. Marketing:The techniques used in by the hotel in promotion and services are not good
they need to develop more effective techniques and new plans to promote the hotel.
There services should also be upgraded and according to the standards of the hotel. Human Resource Management: The base of the accommodation service is the labourers.
If the workforce is not well trained and competent enough and further the increasing
absenteeism destroys and hampers the functioning of the hotel(Walker and Walker, 2016) Customers: The ultimate revenue of the hotel is generated from it customers and if they
are mistreated this will directly affects the profit of the organisation.
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 Quality: The finance is not proper them=n the company will suffer the quality. The
quality of there services will not be up to the mark they will not provide standard quality
in there food and beverages and this way the overall quality of the service will be ruined.
4.1.Revenue/Yield
management to maximise occupancy and room revenues:
 Yield/ Revenue Management: It refers to the revenue generated by the hotel industry in
selling off there rooms and other services through there outlet. It is calculated in whole
rather collectively for each item(Kimes, 2016)
In order to calculate average daily rate, the prices for different categories of rooms are
assumed. As per the assumed values and estimations, £ 152.78 is charged preoccupied room by
Hilton Hotel.
Table 4: Yield percentage
Revenue earned Potential revenue
5500 7500
8000 9000
14000 16000
27500 32500
(Revenue earned/ potential revenue) 85%
 The potential revenue of the hotel was 32500 but the revenue earned by the hotel is
27500. This means Hilton hotel is not able to generate 100% revenue and the revnue
generated is 85% as it is due to the operational issues in relation to the staff of
accommodation area and because of the restoration work of the hotel.
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4.2.Sales techniques that Rooms Division Staff can use to promote
and maximise revenue:
The sale techniques used by the room division staff to promote the hotel and to maximise
it revenue are; they can provide rooms and services according to the customer need, provide
them with more extra care and comfort. The hotel can give them free personal care products, free
spa or massage services, easy access to the transport locations like; airports, buses or trains. The
hotel can give the benefits of picking and drop services from the particular location of the guest.
This will bring in the sense of belongingness and the customer will opt for the services for
comfort and ease. These sales techniques will benefit the hotel in increasing and expanding it
revenue in the business in compares to there competitors(Van der Wagen and Goonetilleke,,
2015)
4.3.Purpose and use of Forecasting and Statistical data:
The forecasting helps the hotel to look out for there future plans by taking in account
there past outcomes, historical data/ facts and figures. This helps the hotel industry to look out
the potential growth in the room division further the hotel can look for the using of the
techniques used in past to increase there present sales. Further the statistical data which the hotel
keep along with it helps to gain the knowledge in relation to the accommodation services
provided; how many single rooms are there, which rooms generates more profit., which type of
rooms are available for the family persons, etc. These data helps to figure out the strength of the
hotel and what services can be attached to other rooms so that it generates more revenue to the
hotel.
4.4.Calculate Rooms Division performance indicators to measure
the success of accommodation sales.
The indicators are; the Room occupancy, Double occupancy, Sleeper occupancy,Average
rate
Table 1: Room occupancy rate:
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Table 2: Sleeper occupancy rate
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Average daily rate: It indicates the daily rate that is charged per occupied room. It is calculated
by adoption of following formula:
CONCLUSION
The report concludes that the accommodation and the services provided by the front area
in relation to the hotel services. The evaluation of different service provide by the different hotels
like; three star hotels and five star hotels and there roles and responsibility of room division
department in these hotels. The hotel has to follow the legal and statutory requirements of this
industry and has to compile to it. The front office area has important role in an effective
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management of the business, there key aspects of planning and management and the operational
issues suffered by them in the effective management and business performances. The key role of
the interior and the design and the key aspects of the accommodation service area.
REFERENCES
Books and Journals
Huang, Z., Xiong, J., Li, J. and Ji, Y., 2015. Efficient cross-room switch mechanism for indoor
room-division-multiplexing based visible light communication network. Journal of the
Optical Society of Korea. 19(4). pp.351-356.
Kimes, S.E., 2016. The evolution of hotel revenue management. Journal of Revenue and Pricing
Management. 15(3-4). pp.247-251.
Ryan, C., 2015. Trends in hospitality management research: a personal reflection. International
Journal of Contemporary Hospitality Management. 27(3). pp.340-361.
Van der Wagen, L. and Goonetilleke, A., 2015. Hospitality Management, Strategy and
Operations. Pearson Higher Education AU.
Walker, J.R. and Walker, J.T., 2016. Introduction to hospitality management. Prentice Hall.
Walker, J.R., 2015. Exploring the Hospitality Industry, 2/e. Pearson Education India.
Xu, X. and Gursoy, D., 2015. A conceptual framework of sustainable hospitality
supply chain management. Journal of Hospitality Marketing & Management.
24(3). pp.229-259.
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