Rooms Division Operations Management

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.