Room Division Operations Management Hilton Hotel

ROOM DIVISION
OPERATION MNAGEMENT

INTRODUCTION
TASK 1
1.1 Accommodation and front office service for various businesses
It can be said that accommodation and front office service play an important role in Hotel
for customer satisfaction. Front office department in Hilton Hotel, London and other businesses
assist consumers according to their needs and requirements. It is the reception desk of hotel
where customers first time interact with staff. It is the responsibility of front desk officer to
provide comfort and manage services of customers. Consumers staying in hotel also have option
to call hotel room services regarding any complaints or wants. Night auditor takes responsibility
of managing hotel accounts after the day hours.
Front office services and housekeeping are the two main sections that look after
maintenance, electrical items, mechanical system and repairing. The accommodation staff is
concerned with utilities provided in hotel rooms premises. The department has work to monitor
health and safety at workplace.
1.2 Roles and responsibilities of accommodation and reception service staff
The key roles and responsibilities of reception and accommodation staff are described as
below:
Accommodation staff: The accommodation staff is divided in two sections such as engineering
and housekeeping staff which are discussed as below:
Housekeeping staff: The housekeeping staff of Hilton Hotel, London is responsible for
managing cleanliness in hotel and rooms. The staff should consider with of key areas of hotel
such as kitchen. The storage of food and other items should be cleaned. Bathrooms in rooms
should be cleaned and other items such as towels, toiletries are also ensured by Housekeeping
staff.
Engineering staff: The staff is concerned with dealing electrical equipment and requirements
such as electricity, water supply and other things which are not working properly. Repairing and
maintenance is the responsibility of engineering staff.
Reception staff: Front desk role is played by reception staff in which customers first time
interact with hotel members. It is the duty of front desk officer and department to provide
customer services and keep record of their personal information.
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