Services and Operations in Room Division

Rooms Division
Operations Management

INTRODUCTION....................................................................................................................................3
MAIN BODY...........................................................................................................................................3
Critically evaluate the services by room division operations (Front office and housekeeping
division)................................................................................................................................................3
Critically analyze roles and responsibilities.........................................................................................4
Knowledge and understanding of key legal and statutory regulation within hotel operations............5
Critically analyse elements of yield/revenue management..................................................................6
CONCLUSION........................................................................................................................................7
REFERENCES.........................................................................................................................................8

INTRODUCTION
Room division is part of hospitality industry operation and for respective industry it is
important to manage their operation in effective manner for making customer’s satisfy. In hotel room
division include several division like reservation, housekeeping. Guest office, front office and many
more. In simple term it can be said that, motive of each and every division is to make customers
satisfy by serving them in best manner.
This report is based on The Park Plaza Westminster Bridge, the hotel opened on 1st March
2010. It is located at 200 Westminster Bridge Road, London and have 1,021 bedrooms as well as 5
restaurants. Respective report will going to critically evaluate service that provided by room division
operation for giving best experience to consumers. In addition to this, it will also highlight roles as
well as responsibilities of several divisions within hotel industry to gaining effective outcomes.
Furthermore, it also involves key and legal statutory regulations which are potential for operation of
hotel within effective manner. In the end it will also discuss, yield management/revenue management
for enhancing daily room rate so that competitive edge will be attained.
MAIN BODY
Critically evaluate the services by room division operations (Front office and housekeeping
division)
For hospitality industry organisation especially hotels it is important to provide best loading
facilities to their customers. As large scale Hotel run by their general manager as well as executive
committee and every department have their head such as room and vision director, marketing and
sales manager coma food and beverages and so on. In relation of The Park Plaza Westminster Bridge
Hotel, companies focusing on their department for enhancing their customer experience within
positive manner full stop there are several services which are provided through room division
operations like front office and housekeeping for gaining competitive place within market area.
 Front office department – It is important part of hotel as they greet customers at their time of
check-in. Along with this, front office have responsibility of room allocation as well as
assisting guest in relating of several things which required by them during staying in hotel.
Services provided by front office division are reservation, coordination with other division,
customer’s check-in and check out, settling bills and several more. In addition to this, it is also
responsible for recording customer history, duration of stay, taste, preferences and many more.

 Housekeeping department ‐ In an hotel housekeeping department is responsible for several
rows such as cleaning as well as maintenance off day to day activities like the setting,
vacuuming coma polishing furniture and several more. Simple term it can be sad that
housekeeping department in hotel is responsible for hygiene and cleanliness of each and every
room restaurant as well as any other area of Hotel. The Park Plaza Westminister Bridge Hotel ,
it is important to provide appropriate training and development session to their staff members
so they will be able to serve their customers as best as possible. Hospitality organisations are
part of service industry in which customer satisfaction play important role because it will be
the only reason which turn into loyal customers.
 Front office system - every organisation have front office same as hotels also have which
provide assistance in developing good relation with customers. Front office is the area of hotel
in which customer can set as well as discuss their issues with employees. Front office system
have software which provide assistance to company within their proper function as it save data
of customers related to their booking, configure Complex product and several other services
also. The Park Plaza Westminster Bridge Hotel using front office system software for tracking
their customer preference because it is important for serving them in effective manner.
 Guest cycle – It is main function of front office department for supporting as well as
facilitating transaction and services. In addition to this, operation of front office division is
largely determine through type and number as well as guest transaction that take place during
different stages of guest’s say. In context of, The Park Plaza Westminster Bridge Hotel
generally have four major stages such as pre Arrival, Arrival, During the stay and departure &
after departure.
Critically analyze roles and responsibilities
In an organisation front office manager is consider as senior person as well as they are
generally accountable for developing as well as maintaining professional workplace. In addition to
this, front office manager also supervise staff as well as conduct administrative support so that staff
member will able to conduct their work within effective manner. Within hotel front office manager
play important role because they are the one who interact with guest in direct manner. The Park Plaza
Westminster Bridge Hotel front office manager have several skills that assist them in conducting work
within effective manner. These skills are communication, understanding, convincing, presentable,
time management and many more. With the assistance of these skills front office manager of
respective hotel will be able to perform their role and responsibilities in appropriate manner. Front
office manager play different role and responsibilities explanation of these are as follows :-
 Providing training and cross training is the responsibility of front office manager within Hotel.
This will help them in retaining staff members who are working within hotel.