Rooms Division Operations Management

This report discusses the operations management of the rooms division in the hospitality industry, with a focus on Hilton Hotel. It evaluates the services provided by the rooms division, analyzes the roles and responsibilities of various managers, explores key legal and statutory regulations, and examines yield management.

Rooms Division Operations
Management

Table of Contents
Rooms Division Operations Management...................................................................................1
INTRODUCTION.......................................................................................................................3
Evaluation of services provided by the Rooms Division operations......................................3
Analysis of roles and responsibilities of a Front Office Manager/ Reservation Manager/
Guest Services Manager/ Executive Housekeeper/ Housekeeping Floor Supervisor.............4
Key legal and statutory regulations within Hospitality Industry............................................7
Analysis of Yield Management/Revenue Management..........................................................8
CONCLUSION..........................................................................................................................10
REFERANCES..........................................................................................................................11

INTRODUCTION
This report includes room division in operations management of hospitality industry.
For the purpose of this report Hilton Hotel, multinational American Hospitality company have
been contextualised. This have been founded in 1919 and is headquartered at Tysons
Corner,Virginia, US. This report includes discussion over services of rooms division in the
hotel. This report also analyse roles and responsibilities of front office manager, reservation
manager, guest service manager, Executive housekeeper, housekeeping floor supervisor within
Hilton Hotel. Legal and statutory regulations within Hilton ave also been discussed in this
report. Yield management within hospitality industry have also been discussed in this report.
Evaluation of services provided by the Rooms Division operations
Rooms division operations deal with creation of enjoyable and pleasant environment.
In hospitality industry at Hilton Hotel this ensures comfort of the guest of hotel (Dejarme and
et.al., 2016). Rooms division in hotel includes various other departments in hotel which are
front office, reservation, housekeeping, concierge, guest service and security.
Its main services are front office and Housekeeping.
Its front office service includes-
Front Desk
Check in and check out of the guests and managing reservations accordingly. This includes
services like creation of data base for the customers.
Their service includes ensuring guest satisfaction from the hotel service (front office is very
important for making first and last experience of the customers and guests and this is why they
ensure that guests of the hotel are having a satisfied services).
Front office accounting in which front office collect and manage payments of the guests at
Hilton Hotel (this is service of the front office of room division to collect payments from the
guests).
Creation of customer database of customers is also responsibilities of the front office (Hilton
Hotel maintains a database of its customers for further reference and employing various offers
to its regular and loyal customers (Juhász-Dóra, 2017). This is the service provided by front
office to maintain data base of the customers).
Guest Service

This is another service of the rooms division and includes service which is provided to guest
of the hotel.
They are very important when it comes for hotel to give services to customers like they have
promised. Guest service of the room division includes solving problems of the guests.
Their services include greeting guests when they arrive.
Delivering mails and messages to guests.
Accommodating unique and general requests of the guests.
Concierge, this service of the front office includes assisting guest for their booking tours,
making reservations for the guest of restaurants.
Security, this is another service of rooms division. This service includes ensuring the security
of the hotel and guests of the Hilton Hotel (Bappy, 2019). This service administers security
and ensure that all the system of security is properly working.
Reservation part of the Room Division ensures reservation of the guest on the basis of their
requirements and availability of the rooms in the hotel.
This service ensures coordination with various channels of distribution of the Hilton Hotel.
These also help Hotel management with decisions related to price and marketing and sales
strategies.
Housekeeping
This is another important service of the room division.
Housekeeping department of room division ensures that all the public places and rooms of the
guest are clean.
Housekeeping is known as backbone of the hotel industry and this is very important in Hilton
Hotel as well (Hossen, 2019).
They provide their services to upkeep and maintain entire property of the hotel.
Their services are very important as clean and well maintained to attract and impress
customers and provide a worthy experience to the guest.

Analysis of roles and responsibilities of a Front Office Manager/ Reservation Manager/ Guest
Services Manager/ Executive Housekeeper/ Housekeeping Floor Supervisor
Front office department of the hotel is one which deals with all the guests while they
enter the hotel and manages their arrival and check outs. This department and manager of
department plays very crucial role in hospitality management.
Role and Responsibilities of the Front Office Manager includes-
 Managing and training of the staff of the front office department.
 This is responsibility of the front office manager that staff provides professional
service to guest and is friendly towards guest (Varra and Rossi, 2019). This is very
important as they are the first people to make a impression on the guest and for
providing and making good impression it is important that front office staff is
professional and friendly towards guest.
 Dealing with guest and identifying and understanding their problems related to the
service of hotel.
 Manager is responsible for arrangement of staff and their scheduling.
 Manager of front office is plays a role to liaison between front office staff and general
manager of the hotel. This is important as general manager cannot deal with staff
directly and manager needs to be liaison.
 Front office plays most important role in making first and last impression of the guest,
this requires that front office manager really works hard so that hotel can provide
pleasant environment for the guest so that their impression is good and they return to
hotel.
Role and Responsibilities of the Reservation Manager includes-
 Important role and responsibility of the reservation manager is that manager keeps
contact with central reservation department.
 Reservation manager also plays role for contacting ravel agents (Firdaus, 2019). This is
because they can provide special offers for Hilton Hotel to increase the bookings of the
hotel.
 Reservation manager has responsibility to work with hotel sales team so that they can
price the room as per demand and season and revenue requirements. This is added by

their responsibility in ensuring that sales strategies are acceptable to changing demands
and conditions.
 Keeping record of bookings of Hilton Hotel is also the responsibility of Reservation
Manager and forecasting revenue on the basis of reservation.
 Other than this daily duty of hotel reservation manager is to work with many areas of
business of Hilton Hotel and to know effect of each others practices.
 This is the responsibility of reservation manager of Hilton Hotel to train the reservation
staff.
Role and Responsibilities of Guest Service Manager
 Guest service manager has duty to ensure that guests of the Hilton Hotel have been
properly escorted to their room after completion of check in procedures (Clarke,
Robinson and Mayo, 2018).
 This is responsibility of the Guest service manager to ensure that staff requirements are
fulfilled in Hilton Hotel to complete all the daily activities.
 To ensure that environment of hotel is safe and secure it is responsibility of guest
service manager to check and ensure that security system of the Hilton is functioning
properly and is in good condition.
 Guest service manager of Hilton also looks after that complaints of guest is properly
resolved and guests are attended on special requests.
 To train staff to provide better services is also responsibility of guest service manager.
Role and Responsibilities of Executive Housekeeper
 Their responsibility in Hilton is to administer housekeeping and laundry facility and
ensuring clean environment for the guests.
 Their role is to schedule weekend work and assist manager to schedule staff and
organize efficient care of the building and public area on everyday basis.
 Executive Housekeeper is responsible for efficient working administration of
housekeeping department and ensuring compliance with all the operational standards
and organizational regulations (Davidson, 2018).
 Design policies and procedures according to requirements of standards and schedule
all rotational shift of the staff.

 Maintenance of safety and hygiene and perform all appraisals for staff regularly and
coordinate with engineering and front office staff.
 Management of incoming supplies and preparing reports which are required to present
to management.
Role and Responsibilities of Housekeeping Floor Supervisor
 To inspect all the guest areas for cleanliness and deploying staff for the same.
 They are responsible for the performance of floor boys in Hilton.
 They are required to supervise room attendant.
 It is the responsibility of housekeeping floor supervisor of Hilton to organize and
facilitate the room making process (Burke, Sanney and Clapper, 2019).
 They are responsible for daily allocation of rooms and deep cleaning tasks to team
members.
 They are responsible for cleanliness of guest rooms, corridors, and heart of the house
area of their floor.
Key legal and statutory regulations within Hospitality Industry
Food safety regulations
Food and Beverages is one of the key function of all the hospitality organisations.
There are various reasons which require hospitality industry to comply with food safety
regulations. Hilton Hotel is also operating under hospitality industry. Hence, it also required to
comply with food safety regulations.
Food safety standards includes that food does not have any ingredient which have been
restricted to use in making of the food. This includes avoiding all type of harmful and
hazardous ingredients in the food, mostly which are made of chemicals.
Food safety in Hilton Hotel also requires maintaining hygiene. Hygiene includes hygienic
place and personal hygiene.
In Hilton Hotel food safety also includes handing foodborne complaints.
All the people who are engaged in the food service and food production activities are required
to maintain personal hygiene (Bohle and et.al., 2017). This requires that individuals engaged
in food production wear all the safety clothing.

Food safety does not include that only people who are engaged in food production are required
to consider food safety practices those who are serving food are also equally responsible for
safety of food.
Food safety at hospitality also includes maintaining food at proper temperature, getting the
supplies and ingredients from safe places and keep the supplies and ingredients at hygeinic
places.
Employee Welfare
In hospitality industry due to nature of employment and unique employment attributes
they are required to put extra attention for their employment practices this is also added by
variety of employees that exist in hospitality industry and in Hilton Hotel. Types of employees
in Hospitality industry are-
Permanent and seasonal workers which have been differentiated by the law. Permanent are
those which work for hotel all the time and seasonal workers are those which are hired by
Hilton Hotel for a specific short period of time.
Workers which work part-time are are underage also have specific protection by law. This is
because hospitality industry is supposed to work 24 hours a day. Employees of the hospitality
industry are also paid wage and overtime payments (Mensah, 2019). This requires managers to
guard against violation of such laws. Occupational health and safety laws are also applicable
in hospitality industry.
Hilton Hotel is required to comply with various laws which are important to follow for the
welfare of the employees. Laws are related with payment and remuneration, working time and
occupational health and safety, compliance with employment standard. Laws which are
required to be followed by fair labour standard act. Equal employment opportunity, as per this
rule and law Hilton Hotel cannot discriminate on any specific basis and feature of the
employee while hiring and firing employees. Occupational health and safety refers to
maintaining proper conditions that employees are safe at the hospitality industry and any
condition of the hotel is not harmful for the health of the employees.
Legal Compliance
Hospitality industry undertakes various activities and all them have their individual
regulations and law governing them (Fiori and Foroni, 2020). Laws in general which are

required to be followed by hospitality industry are laws on guest- tenant relationship.
Maintainanc4e of public health by providing specific area for smoking and creations of
smoke-free zones. Food hygienic standards. Consumer safety standards and laws for consumer
safety and consumer rights.
Analysis of Yield Management/Revenue Management
Revenue Management is one of the key concept within hospitality, this is because with
the help of revenue management owners and managers of hotel are able to anticipate demand
of the hotel services and optimize availability and pricing, so that they can achieve the best
possible financial results (Kimes and Wirtz, 2016).
The widely used definition of revenue management in hospitality industry is “to sell the right
room to right client, at right time, for the right price, through the right channel of distribution
and which is moist cost-efficient”.
For the purpose of revenue management Hilton Hotel uses performance data and analytics.
This help managers of the hotel to predict demand of the rooms more accurately than
otherwise and predict most likely consumer behavior. This prediction helps managers to make
more right decisions about regarding their pricing strategy and distribution strategy, so that
they can maximize revenue which in ultimately maximize profit of the Hilton Hotel.
The reasons which make revenue management a important practice for the hotels are-
this allows managers of hotel to make the most out of the perishable inventory of their hotel
room. This also allows them to generate maximum revenue and profit.
More important element of this is that Revenue management allows for more rationale
decisions as this is based on data and previous trends and consumer behavior.
This is important that hotel is able to sell most and all of its available room this is because the
room and inventory of hotel is perishable and non booking of the room will not reduce the
expenses of the hotel which are in the form of fixed cost of the hotel (Mensah, 2019). This is
why it is really important to manage revenue and make proper strategy for the business of
Hilton Hotel.
In revenue management there are some elements which make it suitable for hotels to apply
revenue management. These elements are-

Fixed Capacity, This is important that revenue management is applied in hotel because
capacity of the hotel is fixed. This is because hotel cannot increase the number of rooms
available in case the demand in higher.
Perishable Product, in case any room of the hotel remain unsold the hotel cannot earn from
that room next day revenue of that room is finished for a day.
High fixed cost and low variable cost, almost all the cost related to hospitality operations are
fixed only few are variable which are related with guests.
Products of the hotel can be priced differently, hotels can change the price of their product
it is not necessary that one room which is sold and booked for a particular price today will be
sold for same next day (Fiori and Foroni, 2020). From revenue management hotel can decide
suitable prices to attrct guests and also increase its revenue.
Products can be sold in advanced, this means that hotel can sell its services in advance and
this is why revenue management is helpful as hotel have idea about the availability of the
rooms and what revenue they can make.
All these reasons are important to consider to understand the importance of the revenue
management.
CONCLUSION
On the basis of above discussion it can be concluded that services of the rooms
division of the hotel are very important this further includes front office and housekeeping of
the hotel. Housekeeping of the hotel is known as its backbone and front office plays important
role in making first and last impression on the customers. Later report includes roles and
responsibilities of various managers and executives of the hotel. On the basis of this it can be
said that all the managers and their responsibilities are important for efficient management of
the hotel so that it can give its guest exceptional experience.

REFERANCES
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