Rooms Division Operations Management

This report discusses rooms division operations management of Hilton hotel. Mainly roles and responsibilities of front office manager, and legal & statutory regulations of hospitality industry has been discussed in this report.

Rooms Division Operations
Management

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
1. Services of Rooms Division Operations..................................................................................1
2. Roles and Responsibilities of Front Office Manager...............................................................2
3. Legal and Statutory Regulations..............................................................................................4
4. Yield Management/Revenue Management..............................................................................5
SUMMARY.....................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Rooms division operations management is basically a part of hospitality industry. Hotels
which works in this industry are using this management for maintaining joyful environment
within their workplace. The main objective of rooms division operations management is to create
a happy and healthy environment in the hotel. Currently many hotel companies within hospitality
industry are taking huge advantages from this type of managements. With the support of rooms
division operations management a hotel can easily improve quality of their services. That's why
it is too important to a hotel. This report discusses rooms division operations management of
Hilton hotel. Mainly roles and responsibilities of front office manager, and legal & statutory
regulations of hospitality industry has been discussed in this report.
MAIN BODY
1. Services of Rooms Division Operations
There are various services provided by the rooms' division operations within Hilton hotel,
like; front office, housekeeping, guest services, security, etc. These are some major services
which provided by this hotel (Priestley and Tse, 2017). Currently these all services
systematically serve by room division operations management within Hilton hotel.
Front Office: Front office is a very prime service which offers by each hotel company within
hospitality industry. Basically front office is an office which directly contact with customers or
guests. Front office is mainly work as a central system within hotel which maintain connectivity
between all departments. Mostly, this office is located in main lobby area in different hotels
within hospitality industry. People who work in this office are highly needed effective interaction
values, because they always need to deal with new guests and customers. Many times top-level
management of Hilton hotel provides various training sessions to their employees of front office
(WHO IS A FRONT OFFICE MANAGER?, 2017). Reason is, employees are capable to learn
how to interact with people through these training sessions. In short, front office plays very
prime role in hotel.
Housekeeping: Housekeeping is on the most important job role in the hospitality industry,
because a housekeeper only a person who serve major services to customers or guests. Mainly
cleaning, maintaining hygiene, creating neat and clean atmosphere within hotel area are some
tasks of a housekeeper. There are effective hygiene and cleanness are enough aspect to Hilton
hotel for attracting lots of customers towards hotel brand. This is a common rule within the
1

hospitality industry that, if any hotel has maintained excellent hygiene and cleanness within its
hotel environment, then it can easily build large customer base in this industry. Most customers
are only like to visit or stay in those hotels which has very productive housekeeping services.
Guest Services: Guest services mainly such services within hotel which help to a customer to
get various informations. For example; an employee of a hotel who work as a guest servant
solves different queries of a guest (Choi, Wallace and Wang, 2018). This servant is a person who
inform guest about its room number, and also present bill of hotel to customers or guests. One
the other side, many times a guest servant indirectly promote hotel also by informing guests
about different exclusive services of the hotel. Effective communication skills are first
requirement to become a most attractive guest servant within hospitality industry.
Security: Security is another prime service which is provided buy rooms division operations
within hospitality industry. There is security of a customer or guest is a prime task to Hotel.
Means, when a guest visit in Hilton hotel to stay for next five day. In this case, according to laws
and regulations of hospitality industry Hilton hotel is responsible to provide safe and secure zone
to that guest. Security is very necessary aspect within this industry to remove or avoid negative
elements from hotel. Safety and security service of rooms division operations plays great role in
hotel to create a comfort zone for all customers or guests. Currently of the customers give
priority to those hotels for staying which has provided effective security systems. There are fire
alarms, guards with guns, etc. also part of security system (Hourneaux Jr, Carneiro-da-Cunha
and Corrêa, 2017). Top-level management of Hilton hotel specially focuses on their security
services. That's why customers or guests are like to visit in this hotel.
2. Roles and Responsibilities of Front Office Manager
Front office manager plays a great role in the hospitality industry. Currently front office
manager within Hilton hotel is too effective on its job role, because it completely knows it's all
roles and responsibilities. Each front office manager under hospitality industry need to be more
and more active on their job role to effectively conduct all operations. There are some major
roles and responsibilities of a front office manager has been mentioned below;
Managing front office: A front office manager is always responsible to manage all functions or
activities of front office. There are various functions has conducted in a front office on daily
basis, so a manager is a person who tries to systematically manage these functions. It develops
various ways to run all activities within front office on progressive path. It always tries to take
2

the best work from their employees for offering excellent services to customers or guests (Zelbst
and Sower, 2016). Many times it responsible to distribute different tasks to their employees for
completing all activities of front office in productive manner.
Training and development: The manager of front office is always responsible to provide
various training and development sessions to their staff or employees. Training and development
sessions are too necessary task for a front office manager, because their employees can easily
capable to improve own workability and skills through these sessions. On the other side, an
employee who work in front office of Hilton hotel is always needed to develop different skills in
their job role, like; communication skills. In this case, that employee is able to improve these
skills by participating in those training and development sessions which organized by their
manager. Currently Hilton hotel has very effective workforce in their daily operations, in which
these sessions are one of main reason behind hotel's current productive situation.
Dealing with customers or guests: Front office is the main place within hotel which put first
impression of hotel on guests or customers. In this case, a front office manager need to take its
job role in very serious manner to avoid put bad or negative impression on guests (Legrand,
Sloan and Chen, 2016). That's why front office manager at Hilton hotel uses different techniques
to put positive impression on visitors or guests. Reason is, that manger completely knows the
first impression is the last impression concept of marketing. A manager is responsible to use
polite language also when it interacts with customers or guests, because most guests don't like to
tall those people who speak lauder during a conversation.
Maintain relationships: A manager of front office plays great role in maintaining effective
relationship between employer and employees. It is working like a mediator who send employees
message to top-level management and message of top-level management to employees. On the
other side, it plays great role in building healthy relationship between guests and hotel as well.
Reason is, that manager is only person who most deal with visitors or guest. In this case, it
always tries to impress their guests through own effective communication skills, so this role of
front office manager helpful to the Hilton hotel for building effective relation with customers or
guests.
Arranging meetings: Many times a front office manager work for arranging meetings as well.
Suppose marketing manager of Hilton hotel wants to meet top-level management of hotel. In this
situation, front office manager is the only person who contact to top-level management for
3

informing about marketing manager (Loeb and et.al., 2018). Main aim of front office manager is
to maintain a professional system within hotel. That's why this manager plays great role in Hilton
hotel.
3. Legal and Statutory Regulations
The Hilton hotel within hospitality industry is always responsible to adhere different legal
and statutory regulations to maintain ethical environment in their daily operations. These
registrations help to hotel company to attract lots of customers towards brand, because most
customers are like to visit in those hotels which properly follow all legal and statutory
regulations within their daily operations. Some major legal and statutory regulations of
hospitality industry has been discussed below;
Employment laws: Top-level management of hotel is necessarily needed to adhere employment
laws in their business environment. These laws are too important to those people who working in
this hotel, because they able to use their rights within hotel through these laws. If company
properly follow employment laws in their operations, then it'll capable to gain effective
workforce in their business environment. Reason is, most employees are always like to work in
those companies which systematically adhere employment laws in their operations. On the other
side, if company not follow these laws in their daily operations, then their employees will not
show excitements and interest during completing any task of hotel (Thompson, 2018). It is
completely violation of legal regulations when company or business not adhere employment
laws in their workplace. That's why these legal and statutory regulations are too necessary for
Hilton hotel.
Food safety act: This act is formulated by food standard agency of the United Kingdom.
According to food safety act 1990, each company or business within hospitality industry is
responsible to maintain excellent food standard. This act says, businesses within hospitality
sector should serve the best and quality food items to customers, because quality food never
harm well health of a customer. In this case, Hilton hotel also need to avoid offering unhealthy
food, because unhealthy and bad quality food promotes sickness in customers. If this hotel
company not properly adhere this act, then top-level management of hotel will face various legal
issues in their operations. For example; court hearing, penalty and fine etc.
Equality act: According to UK's equality act 2010, Hilton hotel is always responsible to equality
aspect within their operations (Cavagnaro, 2018). For example; hotel need to avoid judge people
4

on the basis of ethnicity, religion, caste, colour, etc. Top-level management of hotel need to offer
job to candidates on the basis their talent, skills and knowledge. This legal regulation mainly
promotes humanity within business environment. Reason is, all people have equal rights to use
existing resources in world. On the other side, when hotel properly follow this act, then it'll able
to remove discrimination aspect from workplace. This act too helpful to the hotel for making a
positive work-culture for employees. Employees are really like to work in such organizations
which give equal growth opportunity to all employees. A positive work-culture supports to en
employee for increasing their current level of performance.
Satay and Security act: In Hilton hotel, daily new customers or guests are visiting to stay.
According to safety and security act, top-level management of hotel is responsible to provide a
safe and secure zone to their guests within hotel. It is major responsibility of hotel to remove
those elements from hotel environment which can negatively impact it (Blayney and Blotnicky,
2017). Currently customers are highly aware about safety and security, so they always prefer
such hotels for staying which provides effective safe and secure zone. If any hotel not provide
proper safety and security to their customers, then it I completely violation of this act. In this
case, Hilton hotel is highly needed to properly adhere this legal regulation.
In hospitality industry, each hotel or company or business is necessarily needed to adhere
these all legal and statutory regulation within their workplace. The Hilton hotel also need to
adhere these regulations for maintaining ethical environment in its workplace.
4. Yield Management/Revenue Management
Yield management or revenue management is a method of planning for gaining profitable
guests and the highest room rate within hospitality industry. Currently Hilton hotel is taking huge
advantages from this method. Yield management is basically a strategical way a hotel company
for increasing its revenue in the market (Pace, 2016). Many times this hotel organize various
events by using existing resources in their hotel environment for attracting lots of customers
towards their brand. In this case, these actions of hotel are also comes under yield management.
There are some major elements of yield management has been discussed below;
Group room sales: This is one of major elements of yield management. On the basis of this
element, Hilton hotel is capable to sale its many rooms in the one time on rent. But there is a
condition that hotel need to decrease its price for influencing lots of customers to buy these
rooms on rent. On the other side, customers also like to buy room on rent when any hotel
5

company offer them most favourable prices. Mainly this element is beneficial for both hotel and
customer.
Transient room sales: This is another element of yield management which is too important to
Hilton hotel for gaining huge profit by selling transient rooms (Gregoire, 2016). Under this
element, hotel need to start sale transient rooms to customers. These rooms are mainly purchase
by travellers which like to stay in hotel in both way long-term or short-term. This element is
really provided great opportunity to hotel for increasing its revenue within hospitality industry.
Food and Beverage Activity: Food and beverage activity is another useful element which is
able to boost revenue generating ratio of Hilton hotel. Under this element, all department of the
hotel like front office, marketing department, HR department, catering department are need to
come together for arranging food and beverage activities to take huge attention of customers. In
this process, top-level management need to supervise all activities within their hotel to take full
advantages from this element. Guests or customers really shows their interest in this type of
activities.
An effective yield management or revenue management will help to Hilton hotel for
maximizing its revenue in the UK's hospitality industry (Kalgi and Venkatraman, 2019). These
all elements of yield management are important to this hotel for fulfilling all demands of guests
or customers. Once hotel succeed in fulfil demands, then its profit or revenue also will be
increased.
SUMMARY
It can be concluded that there are various useful services has been provided by rooms
division operations like front office, housekeeping, security etc. within Hilton hotel. Basically
these are some prime services of a hotel under hospitality industry. Currently this hotel is
providing these all services in very effective manner. There is front office manager plays great
role in this hotel. Various legal and statutory regulations has discussed above which top-level
management of hotel need to adhere in their hotel environment. Lastly, with the support of yield
management or revenue management Hilton hotel can easily generate huge revenue in the UK's
hospitality industry.
6

REFERENCES
Books and Journals
Blayney, C. and Blotnicky, K., 2017. PERCEPTIONS AND GENDER DIFFERENCES IN
WORK ENGAGEMENT OF HOTEL MANAGERS. ASBBS Proceedings. 24(1). p.72.
Cavagnaro, E. ed., 2018. Sustainable value creation in hospitality: Guests on earth. Goodfellow
Publishers Limited.
Choi, T. M., Wallace, S. W. and Wang, Y., 2018. Big data analytics in operations
management. Production and Operations Management. 27(10). pp.1868-1883.
Gregoire, M., 2016. Foodservice organizations: A managerial and systems approach. Pearson.
Hourneaux Jr, F., Carneiro-da-Cunha, J. A. and Corrêa, H. L., 2017. Performance measurement
and management systems. Managerial Auditing Journal.
Kalgi, D. and Venkatraman, D. P., 2019. Management.
Legrand, W., Sloan, P. and Chen, J. S., 2016. Sustainability in the hospitality industry:
Principles of sustainable operations. Routledge.
Loeb, S., and et.al., 2018. Automated profiling and context dependent cooperative iot
management operations. U.S. Patent Application. 15/574,551.
Pace, L. A., 2016. How do tourism firms innovate for sustainable energy consumption? A
capabilities perspective on the adoption of energy efficiency in tourism accommodation
establishments. Journal of Cleaner Production. 111. pp.409-420.
Priestley, K. and Tse, Z., 2017. REFLECTIONS ON THE PROGRESS AND LESSONS
LEARNT FROM IMPLEMENTING HUMAN FACTORS IN MTR CORPORATION
OPERATIONS DIVISION. Rail Human Factors: Supporting reliability, safety and cost
reduction, p.280.
Zelbst, P. and Sower, V., 2016. RFID for the supply chain and operations professional. Business
Expert Press.
Online
Thompson, V. 2018. Importance of Knowledge of Laws in the Hospitality Industry. [Online].
Available Through: <https://smallbusiness.chron.com/importance-knowledge-laws-
hospitality-industry-77484.html>.
WHO IS A FRONT OFFICE MANAGER?. 2017. [Online]. Available Through:
<https://www.hotelschool.co.za/who-is-a-front-office-manager/>.
7