Rooms Division Operations 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.