Services provided by Rooms Division Operations in the hotel industry

This document discusses the services provided by the Rooms Division Operations (Front Office and Housekeeping Department) in the hotel industry. It evaluates the roles and responsibilities of a Front Office Manager, explores key legal and statutory regulations, and analyzes the elements of Yield/Revenue Management. The document is based on the case of Marriott International.

Rooms Division
Operations
Management

Contents
INTRODUCTION.......................................................................................................................................3
1. Critically evaluate the services provided by the Rooms Division Operations (Front Office and House
Keeping Department)..............................................................................................................................3
TASK 2.......................................................................................................................................................5
Critically analyze roles and responsibilities of a Front Office Manager within the hotel Rooms Division
department...............................................................................................................................................5
TASK 3..........................................................................................................................................................7
Knowledge and understanding of key legal and statutory regulations (minimum two) within the hotel
operations................................................................................................................................................7
TASK 4..........................................................................................................................................................8
Critically analyze elements of Yield/ Revenue Management...................................................................8
CONCLUSION.........................................................................................................................................10
REFRENCES............................................................................................................................................11

INTRODUCTION
Room’s division management is considered as aspects of operations management which
mainly deals with creation of enjoyable as well as pleasant environment at the hotel for the
guests. At hotel room divisions plays essential role because they are the first who interact with
customer or guest (Teece, 2019). There are several sections are included in respective
department such as front desk, cashier, reservations, housekeeping, laundry, concierge and many
more. Organization selected for this report is Marriot which is operating in hospitality industry
and it is founded in 1927 by J. Willard Marriott and Alice Marriott. Its head office is located at
Maryland, United State and they are offering their services at worldwide level. Topics included
in this report are services provided by room division operations i.e. front office and
housekeeping department as well as it will also include role and responsibility of front office
manager. Along with this, report also includes information about key legal as well as statutory
regulations in hotel sector and it describes evaluation of yield management at the respective
industry.
1. Critically evaluate the services provided by the Rooms Division Operations (Front Office and
House Keeping Department)
Rooms Division Operations within a hospitality organization has many responsibilities
like planning, organizing etc. These different tasks and responsibilities are divided among
different departments of an organization. The services that are provided by the Rooms Division
Operations including front office and the housekeeping department in Marriott International are
explained below –
 Front Office – The Front Office of any hospitality orgnization including Marriott
International acts as the face of the company to the customers and greet them whenever
ny guest checks in at the hotel (Samudraand et. al., 2016). The department also has the
responsibility of allocating the rooms to them and assisting them regarding various things
during their stay at the hotel. The various services provided by respective department also
include making reservations, working in close coordination with the other departments of
the hotel, settling bills of customers during checkout etc. The Front Office is also
responsible for creating as well as maintaining the records of customers like history, their

duration of stay, likes and dislikes etc. The most important unction of the department is to
provide a warm welcoe to the guests as this helps in creating a good impression. If guests
want any particular information about something, they can askfor the same from the stafff
members of this department. Also, when guests check-in at the hotel, the front office
arranges for a bellhop to assist them with the same. The front office comprises of
different departments that work togerther to ensure that the customers are satisfied and do
not face any issue. It also interacts with different suppliers and maintains record of the
reservarions, availability of rooms as well as the different documents of the hotel.
 Housekeeping Department – The Housekeeping Department at Marriott International is
responsible for providing various services like cleaning of rooms, upkeeping the rooms,
public area as well as the surroundings. According to the viewpoint of Cassandra
Roberts, the housekeeping department keeps the hotel comfortable and clean so that the
guests get a homely feel while being away (Role of Housekeeping in Hospitality Industry,
2020). The main purpose of the housekeeping department in the hospitality industry is to
ensure the comfort of guests and establishing an atmosphere that is couteous and
welcoming. The department maintains decorations, record of linens and other guest
supplies etc. It also deals with the various lost and found items in the hotel that are
accidently left behind or lost by the guests. The housekeeping department of Marriott
Intternational makes sure that all standards relating to health and safety are met without
any compromise. Also, the department works in close relation with other departments
like security and front office department etc. It also caters to the laundey requirements of
the guests and ensures that reliable services are provided to them (Slack, 2018). The staff
members of the housekeeping department also remove trash, sweep, dust and mop the
bathrooms as well as the rooms whenever guests check out. Lastly, the department also
coordinates regarding refurnishing and renovation of the hotel property as and when
needed.

TASK 2
Critically analyze roles and responsibilities of a Front Office Manager within the hotel Rooms
Division department.
Front office manager is considered as senior person at the office environment as well as
they is generally accountable for developing and maintaining professional workplace (Grant and
et. al., 2019). Along with this they also supervise staffs and conduct administrative support so
that every employee conducts their work effective. Front office manager plays an essential role
in hotel sector because they are the one who directly interact with customers or guest as well as
they also convince them to avail their services. In respect of Marriott, their front office manager
have numbers of skills which help them in conducting their work in effective manner such as
communication, understanding, convincing, presentable, time management and many more.
Through entire skills, front office manager of respective hotel able to perform their duty
effectively as well as impressively (Kirschenbaum, 2019). Moreover, Marriot front office
manager also plays different and effective roles as well as responsibilities, from which some are
mentioned below:-
 It is role and responsibility of respective hotel front office manager to provide training
and cross –training so that they retrain personnel of respective department.
 Marriot front office manager also take participation in the selection process of front
office personnel or staffs.
 Respective manager of Marriot hotel conduct scheduling of all front office staff so that
they perform their duties accordingly (O'Rourke, 2019).
 This hotel front office manager does supervision of workload during shifts in order to
ensure that each and every task performed perfectly.
 Front office manager of respective hotel also perform role and responsibility of
evaluating job performance of every front office staffs (Chatzimichael and Liasidou,
2019).
 Marriot hotel front office manager also develop and maintain effective working
relationships as well as communication with all other departments.
 Respective manager also conduct master key control so that any staffs cannot misuse it
for wrong activity.

 Marriott front office manager also verifies that rooms’ status information are maintained
as well as properly communicated to guest in order to avoid issues.
 It is main role and responsibility of Marriot front office manager that they resolve
problems and issues of guests quickly, efficiently as well as courteously.
 Respective manager also updates group information so that all work conducted properly.
Along with this they also maintain, monitor as well as prepare group requirements which
are based on information (Pohjosenperä and et. al., 2019).
 It is also role and responsibility of Marriot front office manager that they must reviews as
well as completes credit limit report that help in decision making process.
 This is responsibility and role of respective manager that they conduct all works within
allocated budget for the front office department.
 Front office manager of Marriot Hotel conduct receives of information through the
previous shift manger as well as they also passes on pertinent details to oncoming
manager so that they perform duties successfully.
 Respective hotel front office manager also checks cashiers in and out transactions as well
as they also verifies banks and deposits at the end of every shift in order to ensure all
activities are performed properly.
 Front office manager of Marriot also enforces every cash-handling, credit policies and
check-cashing.
 Marriot respective hotel also organized regularly scheduled meetings of all front office
personnel or staffs in order to take updates and provide them effective information related
to hotel operations.
 It is also important role and responsibility of front office manager at Marriot that develop
performance reports of all front office employees according to which there appraisal are
based.
 Front office manager of respective hotel also monitor high balance guest as well as they
also take appropriate action accordingly so that hotel profitability get increased
(Pohjosenperä and et. al., 2019).
 Respective hotel front office manager also ensure that implementation of all policies and
house rules are conducted effectively as well as successfully.

 Marriot hotel front office manager prepare revenue as well as occupancy forecasting
according to which management can develop strategies and plans.
TASK 3
Knowledge and understanding of key legal and statutory regulations (minimum two) within the
hotel operations.
It is very much important for hotel industry to opt various kinds of rules and regulations
that not only help in operating business activities in proper manner but also provides protection
to employees (O'Rourke, 2019). In context of Marriott international they use no. of legal and
statutory regulations to operate business operations smoothly are as follows:
Equality act, 2010: Equality act is one of most important act for the hotel industry as they work
with numerous fields and differ culture people so managing activities of employee’s plays very
much important role. Respective act come in existence in 2010 by providing guidelines
regarding the treated equality that not only proved beneficial in gaining higher level of
productivity but also enhance motivation level of employees. By providing legal framework to
organizations and individuals it helps to protect self interest of people in potential manner. it
should be elaborated that people should not be treated differently in terms of sex, age, gender and
other aspect and provide opportunities to them equally. By providing opportunities in equal
manner organization can be able to build distinctive image in market place and can be able to
gain fruitful outcomes from the employees. In context of Marriott international they are very
much concerning about their employees and work majorly for keeping their motivation on high
level. They by providing challenging tasks, best career opportunities and best remuneration
without any kind of biased which not only proved beneficial for organization but also for
employees as they able to give one of their best efforts in organisational development and
enhancement potentially.
Discrimination act: The another important kind of act that proved beneficial for organization that
helps in protecting the self interest of people in order to gain the desirable outcomes out of them
(Pohjosenperä and et.al., 2019). It is very much potential for organization to discriminate people
in regards of gender, sex, religion and on basis of culture so that people can work in effective

manner. with the help of legislation organization not discriminate on respective aspects as it
helps in enhancing their level of motivation and productivity as well. In context of Marriott
international that deals in many countries and deals with people who come from different
background. Respective situation enhance the possibility of discrimination of people as the
totally differ from one another so by using respective legislation organization can be able to
protect their self interest in potential manner (Sangamnere, 2019). Respective law save from the
indirect discrimination which have effect to being discriminatory against the individual due to
protected characteristic such as age. The another factor is harassment when an individual
experience demeanor which makes feel intimidated, humiliated or degraded that build hostile
environment. The another term is victimization when people treated unfairly that enhance no. of
complaints regarding discrimination while making a complaint.
So it has been evaluated that for an organization legal regulations plays very much
important role in managing and coordinating business works and activities in proper manner.
TASK 4
Critically analyze elements of Yield/ Revenue Management.
About revenue management: Revenue management in olden days means opening and
closing availability and rates. While online agents enter into the market respective industry with
adjustments of rates (Clément, Adhikari and Lamontagne, 2019). Modern revenue manager’s
experts to analyze, forecast and optimize the level of inventory in hotel by using available
restrictions and dynamic pricing in order to managing hotel’s demand. Revenue management is
very critical part of accurately and effectively realizing revenue by carried out finance. Revenue
management impact the no. of departments such as from sales to marketing, to product,
operating and legal. In context of Marriott international it is very much potential to avail the
revenue management to select one of best pricing by managing inventory in proper manner.
Measure yield management: For an organization it is very much important to measure the
revenue achievement (Ota, 2019). One of the major principles of computation of revenue
management involved in yield/ revenue management is yield that depicts ratio of actual to
potential revenue. In that actual revenue is revenue generated by the no. of rooms sold by the

hotel. In context of Marriott international they by using yield management measure the inflow
and outflow of revenue so that they can focus on major aspects that lack behind.
Elements of revenue management:
The revenue management has various elements such as pricing, inventory, marketing and
channels that involves specific kinds of actions encompassing wide range of opportunities to
enhance revenue. An organization can utilize the varies kinds of categories such as levers to
drive revenue potentially.
Pricing: Respective element of revenue management involves recreating pricing strategy and
evolving discipline kind of pricing tactics (Kirschenbaum, 2019). The main objective of pricing
strategy is to create value of products and services in front of consumers to sell it in against
specific value. In context of Marriott international they by using revenue management can be
able to opt one of best price of their products and services in order to enhance consumers
experience level.
Inventory: It helps in focus on controlling the level of inventory as revenue management
majorly concerned for way to set pricing in one of best manner by allocating capacity. It is very
potential to set prices and evaluate ratio of demand so that proper outcomes should be received
by organization so that best outcomes should be received. In context of Marriott international by
using respective tools organization can be able to provide adequate products to end user.
Revenue management software:
Revenue management software provides solution to carry out the important kinds of
revenue management tasks in most effective manner (Halldórsson, 2019). it helps to track areas
of interest of people, their purchasing patterns, competitors analysis by accumulating data and
information from various sources as it assist in consumer decision making. In context of Marriott
international by using respective software organization can be able to serve consumers in one of
best manner.

CONCLUSION
By analyzing above discussed point it can be summarize that in every hotel industry
room’s division operations are essential because through that they able to attract as well as retail
guest for long time. There are several departments’ lies in respective operations such as front
office, laundry, cashier, reservations, housekeeping, concierge and many more. There are several
types of services provided by room’s division operations (front office and housekeeping
departments) such as they contact to guest, understand their requirement, and maintain cleanness
of hotel and many more. Along with this, there are several legal as well as statutory regulations
which a hotel needs to adopt in order to conduct their business operations and functions in
effective manner. Moreover they also need to conduct yield management or revenue
management because that will help in decision making process of hotel on daily basis.

REFRENCES
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Online
Role of Housekeeping in Hospitality Industry. 2020. [Online]. Avilable through:<
https://www.linkedin.com/pulse/role-housekeeping-hospitality-industry-cassandra-
roberts>.