Rooms Division Operations Management

This document provides an overview of room division operations in the hotel industry, including the services provided by different departments. It also discusses the role and responsibilities of a front office manager, legal and statutory regulations in the hotel industry, and yield management strategies. The document is relevant for students studying rooms division operations management in the hospitality industry.

Rooms Division Operations
Management

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................3
1 Services provided by Room Division Operations.....................................................................3
2 Role and responsibilities of Front Office Manager...................................................................4
3. Legal and statutory regulation of hotel industry......................................................................6
4. Yield Management...................................................................................................................7
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Room division refer the different departments of hotel, that are give the accommodation
services of their guest during staying time period. It besides provided luxuries guest room for
special customer. The room division include many types of department like reservation, front
office, housekeeping, guest services, and security department. Hotel hilton mainly focus on
income goal in which income comes from selling of rooms Hilton hotel is chosen for case study
organization. It is the leading hotel in UK and give accommodation service of their customer.
This report covers the room division operational service, Role and Responsibilities of Front
office manager and the legal statutory regulation of the hotel operation.
1 Services provided by Room Division Operations
Front Office Department
Front office department is the face of the hotel and plays a vital role in performing the
core operations of the hotel. It is that department which interacts with the customers directly
when they arrive at the Hilton. It includes front desk, front office accounting system, uniformed
services, etc. This acts as an interface between the customer and the business and handles the
transaction occurring between them (Hossen, 2019). The responsibilities of this department are
creating customer database, ensuring customer satisfaction, handling customer accounts,
communicate about the services provided by them to customers. This department provides
various services which are as follows-
Concierge services such as making and confirming reservations, greetings and
registrations, assigning rooms to customers, availability of rooms, arranging for spa services,
transportation and luggage services. Answering and handling the inquiries, incoming calls from
customers. Doing wake up calls for breakfast, lunch and dinner. They also communicate with
other departments of the hotel for proper functioning. During check in they ensure that the
customer has identity proof with him, proper identification is done. During check out they make
ensure that customer settles all the bills of restaurant, laundry, in room dining, etc. completely
before leaving the hotel. Wi-Fi's facilities, Locker facilities, in room facilities, posting guest
mails, well maintained parking area for parking vehicles of the customers properly. It also
provides security services and have proper fire safety systems in the premises. They also arrange
tour, entertainment tickets of musical events, film and therefore builds a heathy relationship with
customers.

Housekeeping Department
Housekeeping department of Hilton Hotel acts as a backbone which is responsible for
maintenance, cleaning and keeping the premises clean, tidy and hygienic at all times. For the
cleanliness they use the best quality and safe cleaning chemicals and equipments. They take care
about the furnitures and fittings of the entire hotel (Faisal, 2018). Department members of Hilton
hotel also responsible in doing decorations during the special occasions and events in the
premises. They also provide proper lighting, hot and cold water facilities, heating, ventilation
within the room. They provide 24 hours facility in different shifts such as morning, afternoon,
evening and night by assigning staff accordingly. This department also caters in guest clothing,
staff uniforms and laundry requirements to provide hotel linen such as bedsheets, towels, etc. in
the rooms. They also help in lost and found activities and help customers and hotel staff in
finding and giving their articles. They keep the rooms clean and proper sanitation facilities is
also provided. They also perform the pest control activity by spraying pest controls and keep the
environment clean and safe from the diseases, so that customers feel safe to arrive (Szende and
Reddy, 2017). They also resolve the complaints of customers regarding unsatisfactory services in
the rooms. This department has to outperform its work whether everything is done systematically
by checking all appliances, lift, etc. are they functioning properly or not. They also maintains the
Gardens properly and also keeps the public area clean.
2 Role and responsibilities of Front Office Manager
There are various roles and responsibilities of front office Manager in Hilton hotels to
provide unique and qualitative services to customers to satisfy need beyond their expectation. It
function or role is to welcome the guest when it enters into hotel so it plays important role in
meeting customers expectation (Park and Faerman, 2019). Thus, various roles and
responsibilities of Front office Manager in Hilton Hotel that promote growth and success of firm
are as follows:
Enhance knowledge of front office personnel: It trains and develop knowledge of all front
office personnel so that they can perform their function effectively and satisfy needs of
customers by effectively utilizing their time and money. It makes aware the various method to
talk with guest and welcome when it enters into the hotel to feel customer happy and satisfied.
Assigned roles and responsibilities of each Front office staff: Manage of front office decide and
plans for role and responsibilities to be performed by each personal within organisation.

Therefore, it reduces conflict and confusion among people, so they can work effectively in
coordinated manner to render services to customers.
Evaluate performance of front office staff: It also helps in maintaining quality and standard of
services render by continuous monitoring and evaluating various functioned performed by each
personnel.
Resolve conflict among guest and employees: Front office manager of Hilton hotel is also
responsible for resolving various issue that occur between guest or employees for smooth
operations of business. It also has to resolve problem faced by guest while spending time in hotel
to provide better experience and satisfaction.
Prepare budget and performance report: Front office manager have to use allocated budget and
resource of Hilton hotel effective to provide various services to customers. Therefore, it decides
cost of each activity to be performed as per budget of the company. At the same time manager of
Hilton is responsible for preparing a performance report of various employees working in
organisation for their performance and appraisal (Rathi and Mahajan, 2017). Thus, it helps in
enhancing front office staff performance and helps in growth and success of company by
building strong brand image.
Attend all VIP guest: It ensures that qualitative and unique services are provided by front office
staff to VIP guest of Hilton hotel. Manager also plans for innovative ways and new things that
can provide extreme experience to such guest to retain them with firm. Thus, personally attend
such guest so no mistake is done while rendering hospitality services.
It uses information technology: Manager of Hilton hotel use information technology to retain
specific information about its customers, employees performance, budget of company and its
cost incurred while rendering services (Changcoco, Cole and Harlow, 2018). Therefore, all such
records can be used by company while removing its weakness or to gain competitive advantages
in the industry.
Maintain record of in flow and out of cash: It is also responsible for verifying details of various
deposit of money in bank and receive of cash from different sources. Same time record out of
cash at each shift in Hilton hotels so that cost of services render can be estimated.
Thus, front office manager plays an important role and responsibilities in building strong
brand image and growth and success of firm.

3. Legal and statutory regulation of hotel industry
Hotel industry provides entertainment, food services and accommodation facilities to
general public. These laws relate to the customers, employees, alcohol licensing, health and
safety of employees and environment protection (Morris, S. and Kazi, S., 2016). These laws are
important for industry entrepreneurs and managers to know the employees welfare and manages
the business exposures. Hotel Hilton has registered itself under many acts, so that it can provide
maximum services to their customers. Some acts are as follows:-
The licensing act, 2003
This act gives licence to hotels to supply or sale of alcohol and providing late night
entertainment and refreshments in hotels. Hotel Hilton is also registered under this act. Hilton is
open 24 hours and 7 days in a week. Sale of alcohol, late night entertainment, refreshment, late
night cafes and cinemas are provided under a single premises licence. In personal licencing act,
the licence is give to a particular individual not to the premises, the person can hold that licence
to his other premises also and can supply these facilities. Objective of this licencing act is
prevention of crime, public nuisance, public safety and protection of children from harm.
Health and safety at work act,1974
Health and safety act includes maintaining the health, safety and welfare of work of
employer, employees and supplier at the time of work. Hotel Hilton is taking care of their
employees by providing health and safety training, providing instructions and relatable
information. This increases the trust of employees on hotel. Its objective is to protecting people
from the risk against health or safety. Person who is the owner of the premises, should maintain
the entry and exit of hotel which is safer and without risk to health (Morris and Kazi, 2016). A
person who manufactures, imports or exports services at work, should be safer and without risk
to health when it is being used by a person at work premises. Hotel must examine all the services
before using at work place. The employee of hotel must take care of themself and the persons
near them. Employee should be cooperative with other person so it is easier to perform duties.
Food safety act, 1990
Food safety describes proper handling, preparation and storage of food and preventing
them by food damage or illness. Food safety act is very important for hotel industry. The key
ingredients of food must satisfy the food safety requirements, good quality and substances which
is used to prepare it. When any food product is transferred from one place to another by any way

of transport it should under the regulations of import and export of food sources. Food safety
also prevents food defence to prevent harm to consumers. Food safety includes food labelling,
hygiene, additives, pesticide residues and guidelines for importing and exporting of food
products. Principles regarding food hygiene includes prevention of food from pets and pests,
storing food at proper temperature, and use clean water and clean raw materials. Issues under
food safety includes agriculture and animal husbandry, food manufacturing and food additives.
Income Tax Regulation
Income tax is the tax that company pay to government on the basis of profit or income
earned and it is of two types- direct tax and indirect tax. Indirect tax is imposed on hotels and
restaurants as they render various services to customers. Hilton hotel has implemented such law
while operating its function in the environment. It has record of paying income tax to
government in order to build strong brand image and enhance its profitability. Therefore, such
tax are bear by customers while using various services that increases price of services. Such as
value added tax is recent tax introduced by government in which has replaced indirect tax and
has to be bear by customers.
4. Yield Management
Yield management is a strategical tool used to make a suitable strategy in order to
improve the company's market share (Gaweda and et.al., 2016). This strategical tool involve
providing right product at the right time to right customers in target market. Yield management is
a term specifically utilize in the hospitality sector in order to frame suitable marketing strategies
so that company management can achieve higher growth rate and market share is hospitality
industry.
Elements of Yield Management: Elements of yield management is considered as all such
factors that can improve the sales of the hotel. Management of Hilton Hotel is focusing on the
following elements in order to frame an effective marketing strategies in order to expand the
hotel revenue.
 Group room sales: Group room sales is an important revenue aspect for hospitality
organizations. It involves bookings of multiple rooms from a specific organization prior
to stay. It enables the hotel management to improve the revenue potential and also to
improve the market share. Hotel management of Hilton can provide attractive discounts
over group room sales.

 Transient or FIT room sales: Transient room sales are considered making sales to
travellers who book hotel few days before the actual stay. Hotel management can offer
deluxe room to travellers at an affordable price structure.
 Food and Beverage activity: Food and beverage is also an important revenue channels
for hospitality organizations (Siwek and et.al., 2018). Management of Hilton Hotel can
focus more over improving the banquet service in order to achieve more revenue from the
operations.
 Local and area wide activities: This is also a crucial business aspect. Local activities
involve business meetings of local corporates. Hotel management can offer corporate
discounts to companies. Corporate organisations more keen towards the services offered
by the hotel rather than the prices. Management must improve the service qualities as
well.
 Special Events: Management can organize special events such as concerts, functions and
other social activities. This enables the hotel management to improve the brand value in
the target market.
Tactics of Yield Management: Tactics of yield management is specified by framin effective
strategies in order to improve the sales of the hotel. Management of Hilton can adopt the
following strategies in order to improve the room occupancy and daily room rate.
 Offering attractive services: Hotel management can focus over catering the timely
services to travellers and guests (Taylor, Snipes and Barber, 2018). Hospitality is a
service sector which is also highly depends upon the quality of services needs to be
catered. High quality assurance in term of services will attract the target customers
towards the hotel.
 Up-selling Tactic: Up-selling is an effective marketing technique that can be used by the
management of Hilton Hotel. This is a technique use to sale the expensive products of the
company by projecting in front of the target customers. Management must focus over
making the target customers aware about such premium services of hotel rather than
pitching such services for sales.
Management of Hilton hotel can utilise both the tactics in order to improve the room rate
and occupancy of the hotel rooms. Both the techniques are smart in nature that enable the
management to pitch company's sales more reliably.

CONCLUSION
From the above report it can be concluded that Room division operational provides
various services in Hilton hotels to satisfied needs of customers in effective manner. It can also
be concluded from above report that from office and housekeeping department by maintaining
cleanness and hygiene of room is able to protect health and safety of consumers in Hilton hotel.
Front officer manager is responsible for handling guest at first entrance in the hotel by offering
various service,. It also provides services such as booking of room, resolve any issue or
discomfort that is faced by customers while spending time in Hilton hotel. Hotel in order to
protect itself from various penalty has to ensure legal and statutory regulations while operating
function. Thus, it can also be concluded from above report that yield management makes various
tactics within organisation to increase daily room rate.

REFERENCES
Books and Journals
Akbar, Y.H. and Tracogna, A., 2018. The sharing economy and the future of the hotel industry:
Transaction cost theory and platform economics. International Journal of Hospitality
Management.71. pp.91-101.
Changcoco, R., Cole, M. and Harlow, J. eds., 2018. Focus on Them: Become the Manager Your
People Need You to Be. American Society for Training and Development.
Gaweda, D. and et.al., 2016. Effect of tillage systems on yield, weed infestation and seed quality
elements of soybean. Acta Agrophysica.23(2).
Morris, S. and Kazi, S., 2016. Planning an accessible expo 2020 within Dubai’s 5 star hotel
industry from legal and ethical perspectives. Journal of Tourism Futures.
Park, H. H. and Faerman, S., 2019. Becoming a manager: learning the importance of emotional
and social competence in managerial transitions. The American Review of Public
Administration. 49(1). pp.98-115.
Rathi, A. and Mahajan, R., 2017. Content Management System With Adobe Experience
Manager.
Siwek, P. and et.al., 2018, September. Yield and quality of new celeriac (Apium graveolens var.
rapaceum) cultivars in organic field management. In II International Symposium on
Carrot and Other Apiaceae 1264.(pp. 283-292).
Taylor, D. C., Snipes, M. and Barber, N. A., 2018. Indicators of hotel profitability: Model
selection using Akaike information criteria. Tourism and Hospitality Research.18(1).
pp.61-71.

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