Room Division Introduction 3 Task A3 - Accommodation and Front Office Department
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Added on 2019-12-03
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Room Division Introduction 3 Task A3 a) Discuss key aspects of legislation and regulatory requirements relevant to room division operations (1.3) 3 b) Analysis of the roles and responsibilities of a selection of accommodation and reception staff (1.2)4 c) Evaluation of the variety of services offered by room division for a wide range of hospitality businesses. Emphasize on accommodation and front office department (1.4 & 1.1) 5 d) Assessment of importance of front of house area and the accommodation service to effective
Room Division Introduction 3 Task A3 - Accommodation and Front Office Department
Added on 2019-12-03
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Table of ContentsIntroduction .........................................................................................................................................3Task A...................................................................................................................................................3a) Discuss key aspects of legislation and regulatory requirements relevant to room division operations (1.3)................................................................................................................................3b) Analysis of the roles and responsibilities of a selection of accommodation and reception staff (1.2)..................................................................................................................................................4c) Evaluation of the variety of services offered by room division for a wide range of hospitality businesses. Emphasize on accommodation and front office department (1.4 & 1.1)......................5d) Assessment of importance of front of house area and the accommodation service to effective management (2.1 & 3.1)..................................................................................................................6e) Key aspects of planning and management of the front house area and the accommodation services (2.2 & 3.2)..........................................................................................................................7f) Main operations issues affecting effective management and business performance of front house area and accommodation service (2.3 & 3.3)........................................................................7Task B ..................................................................................................................................................8a) Explain revenue / yield management (4.1)..................................................................................8b) Analysis of sales techniques used to promote and maximize revenue (4.2)...............................8c) An evaluation of usage of forecasting and statistical data in room division (4.3).......................9d) Measure the success of accommodation sales (4.4)....................................................................9Conclusion ...........................................................................................................................................9References..........................................................................................................................................102
INTRODUCTIONIn hospitality sector, hotels have to emphasize on proper room division in terms of adequateaccommodation services to the clients. All the managers working in the same sector have to makesure that they are allocating rooms in adequate manner and major emphasis here should be given tohousekeeping and front office services. The present research study has been made on hotel Hiltonwhich operates its business in UK hospitality market place. Furthermore, researcher has alsodiscussed legal framework which needs to be considered while managing operations of the hotel.Roles and accountability of front house office are also discussed in the subsequent study and alongwith that, key aspects of planning and management of front house and accommodation services arestated. It is essential for the hotel manager to forecast the ratio of room occupancy so that on suchbasis only, clients can be provided information accordingly. TASK Aa) Discuss key aspects of legislation and regulatory requirements relevant to room division operations (1.3)In order to manage operations of the hotel, Hilton has been emphasizing on several legalrules and norms which also assists the entity to deliver proper services to the clients: Healthy and safety law: Hilton hotel has been maintaining proper health and safetystandards so that while allocating rooms to clients, issues may not arise. Clients areadequately informed about all those areas that are associated with risks (Odularu andBankole, 2006). Secure payments: Most of the customers at Hilton hotel prefer to pay for services throughonline medium; therefore Hilton make sure that clients are not cheated from any ground. Appropriate infrastructure: In order to manage room division operations, manager ofHilton hotel emphasizes on adequate infrastructure as that also persuades clients fromdifferent grounds. Hilton hotel changes furniture as per different occasions which givesattractive look to the hotel property. Diplomatic privileges: While advertising and promoting the services, Hilton hotel make surethat they are not considering any diplomatic privileges because the hotel is highly concernedtowards customer services. All types of cheating and fraud practices are avoided at the hotel.Security aspects: The hotel has been making wide range of changes in security aspects forthe clients and this also aids in protecting people from accidents and uncertainties (JoannaFountain and et. al., 2008). CCTV camera and security alarm are situated at the hotel so thataccidents can be avoided. Proper keys and accessories are provided to the customers so that3
their property can be protected. Data protection: As per the legal aspects, Hilton hotel has been following Data ProtectionAct in which information about all the clients is recorded and maintained with securepasswords. Only authorized people are allowed to access the data and according to the need,it can be accessed by any of the employee. Information about the clients should not bedisclosed in front of everyone. b) Analysis of the roles and responsibilities of a selection of accommodation and reception staff (1.2)Roles and responsibilities of accommodation staff: It is essential for the Accommodation department to provide proper services to the clientsregarding room occupancy aspects. This is also the adequate way of managing demand andsupply. Accommodation department needs to ensure that rooms are clean and hygienic. Further,rooms should be decorated enough so that it can meet the needs of clients. Accommodation department is also responsible for better housekeeping services since theservices entirely changes efficacy of hotel (Medelik and Ingram, 2000). Roles and responsibilities of front office staff:The person who is sitting at the reception desk has to make sure that he or she is greeting theclients effectually all the time when people visit the place.Front office staff is also required to provide adequate information to the clients regarding thehotel and room occupancy facets. Further, the person must have the knowledge to deal withtechnical systems. Front office staff needs to communicate properly with all the clients so that they canenhance the efficacy of services.The department has to coordinate properly with the other departments so that adequateservices can be delivered to the clients. The department is also accountable to keep all the records in safer manner; however crucialthings should be disclosed among all the associated persons (Mehmetoglu and Normann,2013). Front office staff has to make sure that the premise is clean and attractive because firstimpression always gives last impression.Front office staff members are responsible for decoration of the premises so that to make thehotel entity more attractive. Further, the front office department has to follow all thedisciplinary aspects so as to maintain the decorum of hotel services. 4
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