Room Division Operations Management Report

Room Division
Operations Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK A ..........................................................................................................................................1
1.1 Settlement and front office services in Fairmont and Milestone hotels..........................1
1.2 Duty of a range of accommodation and reception services member..............................3
1.3 Legal and statutory requirements ...................................................................................5
1.4 Services supply by rooms division...................................................................................6
2.1 Value of front of house area ..........................................................................................7
2.2 Key characteristic of preparation and administration of front of hotel...........................8
2.3 Key operable problems influencing impressive establishment......................................9
3.1 Value of internal place and designing to effectual management..................................10
3.2 Critical prospect of designing and establishment of the accommodation service .........11
3.3 Key functional issues impacting the effectual administration........................................12
TASK B.........................................................................................................................................13
4.1 Description of income/issue yield establishment..........................................................13
4.2 Sales method used to upgrade and increase money.......................................................14
4.3 Utilization of prediction and statistical data..................................................................14
4.4 Calculation of performance indicators utilizing in measuring accommodation sales...15
CONCLUSION.............................................................................................................................18
REFERENCES..............................................................................................................................19

INTRODUCTION
Management of room division is nothing but a characteristic of operational management
which are dealing with initiation of pleasure and a healthy environment. Room division played a
vital role in working process of a hotel. Room Division consists of two sub-departments namely
Housekeeping and Front office (Alderton and Saieva, 2013). Housekeeping is considered as just
as a cleaning sector. he surveys conducted by hotel have shown many times that cleanliness is
taken as first priority from the list of requirements of hotel guests. One who is room division
manager has responsibility for executive housekeeping and front end office. They manages
common or general operations of front offices such as reception, concierge, etc. They directly
report to deputy managers. This report is based on the management of room division and
operations of Fairmont resort and Milestone Hotels. In this project, roles and duties of the
employees of front area office are described. The laws and norms that apply to rooms division
operations are also explained. Here important prospect of planning and management of front
house area for providing hospitality operation are explained.
TASK A
1.1 Settlement and front office services in Fairmont and Milestone hotels
Fairmont hotel deals with management of food, resting facilities that is provided to
guests. Workers of front office department provide services and handle the guest by
documenting information about number of days they are staying, type of rooms they booked like
individual or dual, any other services they are demanding or not. The reservation system of hotel
is arranged by front office staff members in order to assure proper maintenance of records of
clients (Assaf and Agbola, 2011). Front office and accommodation services of corporation
usually found at the centre point of Milestone hotel for welcoming their travellers. They are
responsible for checking in and out of guests of hotel. Front office sector also take care of
reservation system.
In Fairmont hotel, employees of same sector have the duty for handle message and
taking orders such as food and other facilities from service takers. Additionally, this department
of hospitality services are responsible for all financial matters of hotel. They also handle
queries of guest and some other services involving laundry service and meal order. The
Milestone hotel shows that there is about 1500 beds reflect occupancy of rooms in hotels. This
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statistics increases in case of latter one organisation. The performance indicators reflects
partition of apartments which provides a major role of creation of money. This increases in the
rank of resort in market globally. This is because of generation of more revenue. It also needed
role of hospitality services in order to spread awareness in a channelized form so that
information related to room services gets completed.
There are several issues regarding accommodation and front office services. In order
those corporation have to use certain strategies like division of work between different sectors,
front office service are given to receptionist only. They should responsible to give answers to all
queries and problem regarding rooms or any type of services. The booking of rooms are done by
reservation system. The management of revenue is performed by cashier of hotel. If all of them
do their properly then all issues get resolved automatically.
B&B Fairmont Hotel
 Management of guest cycle: The arrival
and departure of guests are checked by
the employees of front office. When
they are arriving it is the duty of
receptionist to ask them which kind of
room they want ( i.e. single or double)
and other facilities that are needed by
them.
 Management of consumer cycle: They
are also responsible for providing all
facilities that is required by their guests.
And after providing them all services,
when they are moving out, receptionist
check their name in database to verify
their payments.
 Housekeeping: This is done by other
servants of hotel. They are responsible
for making a clean environment and
fulfilling all basic needs of customers.
 Laundry works are properly done
workers of B&B hotels.
 Sanitation: Good level of cleanliness
are provided in term of sanitation.
 Housekeeping: Same work is done by
employees of Fairmont but they are not
performing well and their work are not
satisfying the guests.
 Laundry activities are not properly
done by the employees.
 Sanitation: Better level of sanitation is
provided in relation to B&B hotels.
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The accommodation and front house services for the different organisations are listed
below:
a) Fairmont hotels are providing the facilities such as:
 20 bedrooms and 15 suites
 Personal dinning rooms
 Library and art room
 Wine cellar
 A small bar
 Swimming pool
 12 Treatment room
 GYM
 Fitness studio
b) Bed and Breakfast (B&B) 'Norfolk Guest House' , in Bristol is offering following services:
 En- suite rooms
 Facilities of making tea and coffee
 Wi-Fi connection
 Breakfast
 Laundry facilities
 Use of lounge and kitchen regions
 Garden
1.2 Duty of a range of accommodation and reception services member
There are different categories of staffs involving secretary, reservation superordinate,
salesclerk and housekeeper in B&B and Fairmont hotel. Their roles are described below
separately:
 Receptionist: They are having the responsibility of welcoming guests. They take their
booking order with other details of them. They document the record of occupancy rate in
order to maintain revenue of hotel. Rectification to booking according to the need of
clients is handled by them only (Batun and et. al., 2011). Whole quality of service
depends on receptionist of organisation as they are responsible for greeting their guests.
Roles of reception service givers of B&B is to provide information to their consumers.
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The troubleshooting of issues or queries faced by guests in relation to rooms or any part
of hotel is solved by receptionist only.
 Housekeeping: The housekeeper of Fairmont hotels are having responsibility of
maintaining clean and clear environment within hotel (Assarlind and Bäckman, 2013).
Cleanliness refers to improvement of service quality to guests. B&B workers are
responsible for providing pleasure as well as safety to users in order to maintain the
reputation of brand of hotels in competitive market. The housekeeping positioning is
good in B&B hotels but are not properly done in Fairmont hotels. Floor supervision is
done by the housekeeping department. They are responsible for checking that floors of
hotels are neat and clean. They are not kept wet as this causes random accidents. So,
floors' surface after washing should make dry properly.
 Room attendant: They have the responsibility to make sure that all rooms in hotels
should be clean and tidy. They also have the duty to invite their guests.
 Reservation Supervisor: They handles system of reservation by monitoring all booking
that is taken by receptionist and entered into database. They take care of all update that
has been done in reservation system. Employees of B&B are responsible for updating the
requested modification to booking details.
 Clerk or Cashier: Their task is to deal with the facilities of payment. Any issues
regarding revenue management in case of cancelling booking is also take care by them
(Branch, 2012). They have to refund money to their guests and record this update in
software of their database. B&B hotels used to transfer responsibility of payment
handling to department of reservation.
 Designing: The designing work is done by housekeeping department and it is there duty
to make front house or office attractive. For gaining success in business design, place
outer look plays a vital role. The hotel should invest more money in the designing or
improving the outer beauty of organisation by using several methods like painting,
cleaning, decoration from flowers, etc. Designing of front house region is another way to
attract consumers for their services. This will also aid making a strong bond between
their clients. They again come back to enjoy their services and also do mouth
advertisement of the services of hotels to their relatives, friends, etc. This increases the
number of clients for organisation and it ultimately increases their turnover. The
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