Services provided by Rooms Division Operations in the hotel industry

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.