Hospitality Management | Rooms Division Operations Management Assignment

Rooms Division
Operations Management

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK A...........................................................................................................................................2
A) Evaluation of services offered by rooms division for a wide range of hospitality business
on accommodation and front office department.....................................................................2
B) Roles and responsibilities of a selection of accommodation and reception staff..............4
C) Key aspect of legislation and regulatory requirements relevant to the room division......6
TASK B...........................................................................................................................................8
A) Review of the importance of the front of house area and the accommodation services to
effective management.............................................................................................................8
B) Evaluation of key aspects of planning and management of the front of house area and
accommodation services.........................................................................................................9
C) Critical evaluation of the main operational issues affecting the effective management and
business performance of the front house area and the accommodation services.................10
TASK C.........................................................................................................................................12
A) The explanation of revenue/ yield management.............................................................12
B) Analysis of sales techniques used to promote and maximise revenue............................13
C) Evaluation of the usage of forecasting and statistical data in the room division............15
D) Description with calculation of performance indicators used to measure the success of
accommodation sales............................................................................................................17
CONCLUSION..............................................................................................................................18
REFERENCES..............................................................................................................................19

INTRODUCTION
Room division operation management must be good enough that help to get higher
performance and productivity in the world. There are different types of roles and responsibilities
of the selection of accommodation and reception staff which helps to get desired objectivist of
the firm in the world. Planning and management of the front house are must be efficiently which
help to attract the customer. Operational issues directly affect the overall firm performance of the
front house area of the hotel. This report includes roles and responsibility of selection process of
reception staff, legislation and regulatory requirements, planning and management of the front of
house area, operational issues, sales and promotional techniques and strategies. In accordance
room division is segregation of every department like, housekeeping, security, guest service,
security, office, reservation etc. It is important to make division in rooms as provides flexibility
to person for whom the accommodation is made and for the management who is responsible for
delivering services. To maintain the brand recognition and standards they need to provide
appropriate and good quality services of hotel to the customers. Promotion and marketing
strategies helps to increase overall productivity and performance in the world.
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TASK A
A) Evaluation of services offered by rooms division for a wide range of hospitality business on
accommodation and front office department
Room division manager has a responsibility to manage and handle a hotel in the effective
manner. It manages all the departments in the hotel such as front office, housekeeping and guest
services departments. All the departments have a different responsibilities and roles to attain
determined goals and objectives of organisation. Manager should have different types of skills to
manage the work in the work in an entity such as well-developed leadership skills, ability to give
clear and appropriate guidelines, effective working styles and experience in hospitality area
(Woolf, 2015). Further, appropriate room division is done to make flexibility in room services to
guest and it is most effective way for managing room facilities according to the requirement of
guest.
Holiday inn hotel
Holiday inn hotel in UK is the 3-star hotel and they provide appropriate and effective
services to the customers. Effective services help to increase a sales revenue in the market. There
are various departments that helps to give appropriate services to a client. Functionality of the
front office in Holiday in as follows:
To sell and up sell rooms
Front office manager convenience the customer by providing good and effective services.
It provides appropriate offers and packages that will helps to increase their performance and
productivity in a market. In Holiday Inn has front office which focused on handling over all the
exacted arrivals and the available rooms after the reservation office closed at 6.00 PM. Manager
try to sell all the rooms which is available by providing effective services of the rooms to the
customers. Manger should give services based on the client needs (Subramanian and
Ramanathan, 2012). The firm offers different types of offers and schemes to attract maximum
number of travellers. Apart from this the hotel room services requires minor repair of room
amenities.
Maintain balanced guest account
In Holiday Inn, the manager uses different types of management system such as PMS and
point of sale terminals to open an account for the customers and also maintain the record of the
customer transaction. They use online systems to process the transaction of each client in the
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hotel (Lewis and Brown, 2012). The guest account management of Holiday is satisfactory but
not perfect in comparison to 5 star services. They provide appropriate and sufficient services
such as handling mails, messages and information of hotel. Consumers always ask about the
hotel services and facilities which help to take appropriate decisions. Manager should have the
ability to provide appropriate and effective information about the hotel and then will but the
room. They provide appropriate and effective information about the hotel and they also give
offers and packages based on the client needs.
Hilton hotel
Hilton hotel provide effective and good quality services of hotel to a consumer. In this
hotel all the deportments work together to get higher productivity and performance in the world.
They have different structure to provide hotel room services to the customers (Baum, Bertsimas
and Kallus, 2014). Front Office services in Hilton hotel as follows:
To sell rooms
In Hilton hotel, is the 5-star hotel and it provides appropriate and innovative plans and
policies for the consumers. Innovative policies help to increase performance and productivity in
the world. Manager should give hotel services based on the customer preferences. Manager of
the front desk has a skill in which they can easily convenience the customer to sell their rooms.
In comparison to 3 start hotel Holiday inn the organisation offers satisfactory services according
to needs and wants of guest but are comparatively expensive whereas Holiday in offers
affordable accommodation for all type of guests.
Manage the customer accounts
The management of Hilton hotel, implements the use of advanced technology in order to
keep a check over the information of its potential customers. Further, to manage customers
account the hotel make use of advanced application such as Pay which enables effective payment
mode to guest ad aids management in determining and managing client information with help of
one click. (Croson and et.al., 2013).
Accommodation department is considered as room division because it is the department
in hotel which is responsible for managing room division in hotels. Like the division and
availability of room are according to guest requirement. The department in hospitality sector is
specifically related to room service and room sales activities. The functioning of accommodation
department is divided and regulates in 4 cycles which comprise, pre arrival, arrival, check in and
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departure stage. Apparently, revenue department of Hotel is termed as front office. This
department in hospitality sector act as nerve centre which helps the guest in establishing a
contact with hotel and its services. It comprises major two function which are, service hub and
sales centre where service hub is dealing with the guest enquiry request and complaints whereas
sales centre is responsible for promoting the services of hotel and hotel products.
B) Roles and responsibilities of a selection of accommodation and reception staff
In any hotel there is big role of reception staff, manager, security guard, housekeeper, front
office staff. A good hotel should select all this staff very carefully because these staff have a big
role in the reputation of hotels.
1.Receptionist: A good receptionist should have good communication skills, kind nature.
Reception staff should be multitasking. When customer comes in hotels firstly he/she meet to
receptionist staff. So it is important that receptionist should have polite nature and good
communication skill to give a good first impression to customer. Because the first Impression is
the last impression. Receptionist should have positive attitude. He should give answer to
customer on phone very politely and with positive attitude. When receptionist give positive
answer to customer he will feel good and it will be good for hotel. Second quality that should
present in receptionist is organisation quality. The ultimate function if receptionist is to manage
the check in and checkout details of customer. It is the major function which assist the
management in deriving the stay experience of guest. Further, it is important for the individual to
be good at communication and verbal skills. It is the major factor which influences the mind of
visitors towards the hotel facilities. Moreover, the person aims at being polite and calm when
dealing with visitor details and queries.
Receptionist should respond to customer mail, answering the phone with positive
attitude, and taking the messages. Receptionist should keep all documents, files and number of
all staff. Technology skill should also present in receptionist. He/she should be able to operate
computer system easily. When receptionist does not satisfy the customer, it reflects poorly to the
hotel. Receptionist should be active at all time. A good receptionist listens all problems of
customer and try to solve that problems. Receptionist should have good listening skill
(Kafetzopoulos, Psomas and Kafetzopoulos, 2013).
Apart from receptionist like manager, front office staff, security staff, doormen, night
auditor also have a big role in the reputation of hotel.
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