Services provided by Room Division Operations in Hilton Hotel

This report evaluates the services provided by room division operations in Hilton Hotel, discusses the role and accountabilities of a Reservation manager within the hotel's rooms division department, explores the key statutory and legal regulations within hotel operations, and analyzes yield management and its high demand tactics for increasing daily room rate average.

ROOM DIVISIONS OPERATIONS
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Evaluate the services provided by rooms division operations................................................3
Role and accountabilities of a Reservation manager within hotel rooms division department4
Understanding and knowledge of key statutory and legal regulations within hotel operations..6
Analyse Yield management, including their elements and high demand tactics of yield
management apply to daily room rate average.......................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Hospitality industry emerged as one of the key elements of growth among services sector
in UK. It can be segmented into four: travel and tourism, lodging, Food & beverage and
recreation. It also includes different of services such as hotel, transportation, resorts and many
other activities. The current report is based on Hilton hotel is a chain of Hilton resorts and
luxuries hotel which is located in UK. This study will explain about the varied services offered
by room division operations. Discuss roles and responsibilities of reservation manager within
hotel room division department and also justified statutory regulations and legal within firm
operations. At the end this assignment clarified the yield management, its elements and tactics
used to increase room rate occupancy.
MAIN BODY
Evaluate the services provided by rooms division operations
Rooms Division operations is an aspect of operations management that deals with
creations of enjoyable and pleasant environment for guest (Dobrzykowski, McFadden and
Vonderembse, 2016). An essential role is played by room division operations in working
procedure of Hilton hotel, because it being the first stage of contact that staff of firm has with
guest. There are a several of services offered by this operation that can be evaluated as follows.
It caters services related to Front office department, is one of the main operation of hotel
which directly communicate and interacts with consumers when they first visit at hotel area. The
efficient workers of this department is visible to its guests, they are able to handles transactions
between organization and their consumers and help to strike first impression about hotel into the
mind of people (Astini, 2018). Reception desk is the main activity of this department of room
division, they offer services that help in communication related to operations of Hilton hotel.
Different kind of services are presented by this department to visitors such as mailing and
information, room registration and cashiering. The staff of front office section receives verifies
checks and cash payments to guest and posted payments as well as charges to its guest account.
At Hilton hotel, front office refers to reception area or core room division operations department
of firm. It includes reservations, marketing, sales, housekeeping and front desk as well. With the
help of this department organization provide accommodation services to its guest on time at right
to right persons because workers within this section capable to communicate with visitors
effectively and determine their needs (Noone, Enz and Glassmire, 2017). They gather detail

information while traveller registration, check accommodation accessible and provided it to
people and interact with them to handle guest request for other services such as room and
transportation.
Along with above services offered by Room division operations to visitor within Hilton
hotel, it offers housekeeping services as well. Housekeeping is an operational section in hotel,
which is accountable for maintenance and cleanliness as well as aesthetic upkeep of public area,
rooms and surroundings (Mejia, 2017). Room division operations effectively provide their
housekeeping services to guest in form of managing rooms and cleanliness of visitors area of
firm. It is one of the most important services of this operation as it help to cater the best
experience to consumers while they spend time in hotel. Housekeeping department always takes
immense pride in cleaning and maintaining utmost standards of quality. The aim of this section is
to provide better services to their guest with pleasant, hygienic, welcoming and serene
surroundings that give complete value for its money. With housekeeping services, Room division
management prepares comfortable and tight guest rooms on daily basis of arriving people, and
also maintains or clean a certain quality of areas in hotel so that surroundings look as fresh as
new and it helps to gain attention of guest to stay longer and also support to attract new people to
choose services in the future (Nasya and Alwasilah, 2018). Housekeeping department of Hilton
hotel always establish a soothing environment and assure reliable services from all other workers
of department. It also assures extreme standards of cleanliness and usual up keep in all areas that
befall on shoulders of this section. Housekeeping service provide many benefits to firm as it
helps to gain attention of guest, cater full satisfaction of room service and enhance productivity
rather than before. Thus, it an supportive section that is committed to devoting their services in
wide way towards success of hotel and overall reputation of Hilton.
Role and accountabilities of a Reservation manager within hotel rooms division department
Role of this position-
Reservation manager play vital role within Hilton hotel rooms division department. The
role of this manager is to improve room occupancy figures, to manage guest room bookings and
keep appropriate records to assure that all rooms are filled. This position works with rooms and
revenue division managers (Rahimi and Kozak, 2017). They keep contact with front office
department to decide new rate plans and organize promotions. Another role include talking to
local travel agents to set up discount hotel offers for improving booking standards. Reservation

manager work more closely with sales department of hotel to change the rates of each room as it
require which depend on seasonal demands as well as revenue requirements.
 The role of reservation manager is varied and fast paced, they will work with many
departments of hotel and discover how their practices affect one another. They have
effective communication skills used to deal with fellow employees and consumers.
 Reservation manager is able to use computers and keep accurate records of revenue level.
The most essential role of manager is to train team of reservations department because is
help to build strong group of workers who are able to respond to email room bookings
quickly so that each room inventories remain accurate.
 Its role is to handle room bookings for hotel and different of other tasks as well. In this
position, their duty is to train and hire new staff, review schedules and influx of
reservations.
 They oversee employees on front desk of firm, handle request for room rates & booking
informations and develop a solid working relationship with travel agents as well as Front
reservation department.
Responsibilities of reservation manager within room division department-
Reservation manager of hotel is accountable for updating and keeping inventories,
preparation of occupancy forecast, training staff and implementing of procedures as well as
policies related to work (Séraphin, Gowreesunkar and Chaarani, 2017). They must assure
efficient and smooth operations in room division department through effective, appropriate and
prompt reservation services in order to achieve maximum room revenues to exceed or meet
revenue target.
 Reservation manager is responsible for supervising job performance of reservation staff
and implementing policies under guidance of front office manager.
 It posses a good awareness of hospitality industry standards within hotel and accountable
to assure that these standards are communicated to employees and consistently upheld.
 Manager is accountable to communicate with top management to show that booking &
revenue rates are being maintained effectively.
 Along with all these responsibilities, they also responsible for maintaining orderly and
neat position at all the time, work schedule and monitoring performance of workers daily.

 Reservation manager review all VIP bookings and performing with room division
department manager as well as front office manager on assignments. They set up cross
training programs for all the workers working under this department in order to enhance
their performance level much better than before.
Furthermore, the accountabilities of reservation manager is difficult to complete but with
help of professional skills they can perform effectively. Other responsibilities of this position is
to making assure that telephone etiquette is appropriate because it makes communication
procedure easier and used to transfer information. Accountable being assured that personal
services is accented and that sales methods are being used appropriately. The basic functions of
reservation manager is to oversee and supervise all operations of booking area. They must sure
that all bookings both individual and unit are recorded as well as followed up on as required.
Understanding and knowledge of key statutory and legal regulations within hotel operations
There are different regulations and legislative that can be examined with relevance to
hotel operations. All the firms within hospitality industry including Hilton hotel are essentially
needed to follow the statutory and legal requirements which can be defined with respect of safety
& health of its guest, quality standards and norms for cleanliness. Legal and statutory regulations
that are relevant of hotel operations are following:
Reservation contract-
According to this contract, Hilton hotel will require following unfair contract terms act
1977, they legally bound to cater its guests with accommodation, drink and food when required
as well as other services accordant reservation contract. As per this contract, firm had to provide
their best services to visitors from food to accommodation, they cannot be able to cater poor
services because it is illegal and guest make complain against them. This contract shall be hold
to have been concluded when hotel punctually recognized application. Hotel would not cancel
the reservation of its guest without providing information.
Health and safety law-
Before providing services and products to guest, Hilton hotel must comply with all the
statutory and other regulations. Consideration and Law that relate to Health and Safety have to
be followed by firm. These are related to quality of food, emergency arrangements, theft,
pollution, fire extinguishers and other services that are to be followed and maintained as a part of
business success as well as growth. By complying with this law Hilton hotel can improve their

services standards rather than before as it help to build strong brand reputation within
marketplace. Firm comply with legal and statutory regulations and assure that their guest and
workers stay in healthy & safe environment at hotel.
Consumer law-
The workers and staff of room division operation of Hilton hotel are entailed to provision
of right services to its guest in the best possible way, because it helps to satisfy people and retain
them for longer. This is in part of rights of guests to obtain all the services and products that are
agreed by firm, they have right to get accommodation services and room arrangements in
desirable manner that was united upon by Hilton hotel. While providing services to target market
firm must consider the consumer law and provide all the rights to them which make them able to
visit again.
Immigration records-
As a most essential part of regulations, Hilton hotel is mandatorily needed to maintain
records and detail of international as well as domestic visitors, there had to be a information of
all data and info about departure & arrival of guest. By keeping records of all the consumers and
visitors Hotel use information at required time, they can check personal background of person
and identify their needs that help to retain them for long term period by offering services
accordingly.
Data protection Law-
Data protection act 2018, is another legal regulation that protect personal information of
guest and employees within Hilton hotel. Firm had to follow the principles of this act in order to
sustain within marketplace for longer period. It helps them to work in competitive environment
and also support while gaining competitive advantages as well. The manager of reservation
department is accountable to keep consumers and workers record safe because it protects them
from harmful act. Within hospitality industry the level of competition among existing hotels
were high, competitors to gain profit and become a leader can use information and data of other
firms, with the help of following Data protection Act, Hilton hotel keep their data secure for
longer.

Analyse Yield management, including their elements and high demand tactics of yield
management apply to daily room rate average
Yield management is the variable pricing strategy used by hospitality firms, it based on
comprehension, influencing and anticipating consumers behaviour in order to increase profit and
revenue from fixed and time limited assets (Korzh and Onyshchuk, 2018). The aim of yield
management is to maximize Hotel revenue from time limited resources such as hotel room
reservations and marketing accommodation services. It is often confused to be the same whereas
it is the part of revenue management. The key objective of yield management is to sell rooms at
highest possible prices, it can be achieved through its elements pricing, room inventory, duration
and overbooking control. Furthermore, there are few elements will be considered in development
of hotel yield management strategy such as group room sales, food & beverage activity, special
events, local and area wide activities and transient room sales. The main elements of Yield
management is pricing and market segmentation, capacity control, overbooking, optimization ad
forecasting.
Tactic uses to increase daily room rate occupancy and average-
The role of profit as per basic requirements of yield makes right form of management of
activities. In order to increase the rate of rooms and average manager apply different tactics and
develop the new ones, their guests will be segmented based on attitude towards prices as
independent leisure visitors, corporate guest and booking through travel agents. By following
varied strategies yield manager increase room rate average. Reservation manager restrict number
of hotel rooms that can be reserved through reservation at lower cost, they can reject allocation
of rooms for special corporate accounts that are non producing, discount rate prices to be raised
and increase rates of rooms for corporate visitors. It is very essential to set the right rate of rooms
for Hilton hotel that help to increase their room rates. They possess fixed resources to earn profit
from number of rooms. For that reason, firm have to stick to solid pricing strategy for each room.
Within festival season hotel raise their prices for corporate guest because they are able to pay
higher cost according to requirement (Ayvaz and et.al., 2018). For effective yield management,
total number of existing rooms in hotel is needed to know by reservation manager, this limit is
considered as total occupancy rate. With this, firm has to enrol visitors, which will reduce risk of
having more capacity. Excess ability increase wastage of accommodation services, when hotel

has low occupancy rate than expectations, manager must permits discounts and other offers for
visitors based on number of guests visiting and for duration they are staying in Hilton hotel.
The long term success of business is depended on proper price segmentation and pricing
strategy through different level of guests. Price segmentation is beneficial in term of increasing
profitability, productivity and consumers base, it helps to generate revenue when target market
pay set prices of each room. Along with above tactics, firm gain high revenue by providing
services based on level of visitors as it help to maximize occupancy rate of rooms.
CONCLUSION
From above analysis, it has been concluded that room division operations provide the
best front office and housekeeping services to its guest as it helps to retain them for longer. It is
one of the main department of Hilton hotel which is accountable for managing proper
infrastructure and administrative of rooms reservation within hotel. Furthermore, it has been
summarized that by implementing yield management elements Hilton hotel can increase their
revenue rather than its competitors and gain top position within hotel sector effectively.

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