Room Division Operations Management in Hospitality Industry

This document discusses the importance of Room Division Operations Management in the hospitality industry. It evaluates the services provided by Room Division operations, analyzes the roles and responsibilities of a front office manager, explores the legal and statutory regulations within hotel operations, and discusses the concepts of yield management and revenue management.

Rooms Division
Operations
Management

Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Evaluation of services provided by Room Division operations.............................................3
Analysis of roles & responsibilities of front office manager.................................................5
Legal and statutory regulations within the hotel operations...................................................6
Analysis of yield management & revenue management........................................................8
CONCLUSION................................................................................................................................8
REFERENCES..............................................................................................................................10

INTRODUCTION
The major concern of hospitality industry is customer satisfaction and to cope up with the market
trends. For this, they perform various functions and one among them is Room Division
Management. Their main focus is to take care of environment of rooms that is being provided to
customers so that their needs can be fulfilled and clients enjoy their stay in a proper manner
(Choi, Wallace and Wang, 2018). Room division operation management involves services such
as front office, security, housekeeping department, maintenance and many more. For the present
report, The Ritz Hotel is taken into consideration. It was established in the year 1906 which
headquarter is in London, United Kingdom. The report discusses about various services given by
Room Service Department by considering front office and housekeeping department. In addition
to this, Roles & Responsibilities of front office & other department is covered in the report.
Moreover, Legal & statutory requirement within the hospitality sector is describe in detail
manner. Later, Yield management and revenue management tactics is discuss which assist in
raising efficiency as well as profitability.
MAIN BODY
Evaluation of services provided by Room Division operations
In order to gain success and growth, it is important for Hotels to offer high quality service
to their customers as it assist them to strengthen their market position and raise their sales as
well. Room Division operations plays an important role within the Hotels as it assist in providing
good service and in developing positive environment for customer in an effective manner. In
relation to The Ritz hotel, it mainly emphasize on fulfilling customer requirements that leads to
increase in sales & profitability of the organization. The services provided by Room division
operation management is mentioned below with relation to company:
Front office department: Front office department plays an important role in hotel business as
they are the first who interact with the customers so first impression is totally based on thus
department. It is also known as the nerve of a hotel as they greet he clients first and give them
adequate services due to which image of Hotel is enhanced that has a positive impact on future
sales as well (Slack, 2018). The various services provided by front office are as follows:
 Front office service mainly involves any assistance which is frequently offered to client
when entering into the Hotel. In order to perform well, they are provided training session

which enhance their overall skills and competencies so that they deal with customer in
ease and effective manner.
 Some of the services of front office are management & hosting services, receptionists,
customer service representative, sales and many more. For this, it is important for Ritz
Hotel to have employees who have good communication and interaction skills.
 Another service that is offered by front office is informing clients about their products as
well as services along with their benefits in a proper manner which attract customers and
assist in retaining them for longer time period.
The front office department attend calls of customers and answer to their queries with an aim to
meet with requirements of customer (Peng and Lu, 2017). In addition to this, they maintain
balance sheet & maintain guest list along with documents so that timely and effective service is
provided to their clients or customer.
Housekeeping department: This department plays an important role in Hotel as they provide
clean rooms and well equipment’s to customers which help in spreading positive word of mouth
about Hotel in market. With reference to The Ritz hotel, it is important for them to have effective
employees prevailing in housekeeping department so that clean rooms is provide to customers
before their arrival in Hotel as it build a positive mind set of customers which positively impact
on sales as well as profitability of the company. The services provided by housekeeping
department are as follows:
 They provide cleaning rooms along with equipment so that customers did not wait for the
services that affect negatively on mind set of clients.
 Availability of toiletries is also the service offered by housekeeping department as they
ensure and check essential products which is required to customers in their rooms.
 Cleaning of bedsheets, make garbage bin emptied, provide clean towels and many more
are services given by this department. It is important for managers of Ritz hotel to have
staff members that perform all these activities in an accurate manner as it assist them to
increase their market position and generate higher profits as well.
Analysis of roles & responsibilities of front office manager
The front office manager of a hotel plays vital role as it ensures that customer needs is to
be fulfilled in a timely and effective manner. They also ensure that employees perform activities
as well as operations in a proper and smooth manner. In context to The Ritz hotel London, its

front office manager directly report to manager of room division management and ensure them
activities take place accurately & effectively. It is important for the front office manager to have
effective communication & interaction as it assist in dealing with customer queries rapidly as
well as timely. There are various role and responsibilities of front office manager which is
mentioned below:
 One the most essential role perform by front office manager is to conduct training &
development program as well as session to employees which assist in enhancing skills
and competencies of staff members due to which they are able to offer quality and best
service to customer (Melander, 2017). In addition to this, it also helps in building positive
image within the market that leads to raise in market share of hotel.
 Another responsibility is to handle customer queries and resolve them in a quicker and
accurate manner as it help in satisfying customer that leads to retention of customer for
longer time frame. Moreover, front office manager maintain record and information of
their guests and provide it to room division department so that on time service and
customer needs is fulfilled.
 The front office manager is directly contact to housekeeping department and give them
the details of number of rooms clean to be required before arrival of the guest. This help
hotel to give positive environment of room to their customers which develop a positive
mindset of client towards Hotel.
 It is important for a hotel to make arrange employees for the room service so that no
conflict or chaos is arise in front of their guests. If it is talked about Ritz Hotel, its front
office mangers maintain a chart or record of arrival time of guests along with services
they required which assist in giving responsibility to staff members in an effective
manner.
 Front office is mainly the area where clients wait or interact with hotel staff members at
the first time. It is the responsibility of front office manager to look on their guest and
make sure that first impression is effective. By the assistance of this, it is easy for Ritz
Hotel London to enhance their sales level and earn higher profits within short span of
time.
 Front office manager figure out monitor credit report, rate variance & do close
observation and the provide information to Room division department so that activities is

assigned to staff members according to the specific and proper guidelines which impact
positively on customers mind and raise market position of the hotel effectively.
It is determined that Front office is pillar of hospitality sector as they are responsible for
managing activities, fulfil needs of customer and to turn customers into loyal ones. The
Room management operation department us maintain effective relationship with front office
department which assist in implementing or carrying out activities in smooth and appropriate
manner. The higher authorities of Ritz Hotel London provide training to its employees by
experts so that they can give better experience to customer that has a positive influence on
sales and profitability level of Hotel.
Legal and statutory regulations within the hotel operations
Hospitality industry is wide which involves different types of services such as
accommodation, food & beverages, lodging and many more. It is determined that hotel sector
contributes a major part in the growth of the economy. It is important for managers of Hotel to
follow all the legislations in order to smoothly carry out activities as well as operations. With
reference to The Ritz Hotel London, its higher authorities ensure that they follow statutory
regulations which is developed by government for hotel operations as it assist in building
positive image at the marketplace and strengthen market position. In addition to this, managers
follow overall legal regulations in order to decline risk level and to attain higher growth as well.
The legal & statutory regulations in hotel operations are as follows:
Health & safety: It is essential for hotel to ensure safety of its customers as well as
employees. The health and safety assist in satisfying employees and thus decline absenteeism
rate of staff members that has a positive impact on productivity of the organization. In addition
to this, it also make employee feel valuable and important for their organization that leads
increases in motivation and confidence level of staff members. By the assistance of this, Ritz
hotel can enhance its sales as employees give high quality experience and service to customers.
The safety of guest who arriving in hotel is important and its market reputation is totally depend
on it. Nowadays, hotels provide insurance service also to their customers at a very minimum cost
so that if any of the uncertainty occurs, they will get returns easily. The Ritz London also this
service to their guest as they believe in customers are the key assets for them which assist them
to gain higher growth and success at market place. So it is important for them to ensure safety of

their guest which not only assist in increasing sales but also strengthen hotel market position in a
proper manner.
Fire safety: It is determined that fire safety certificate is needed if a hotel consist of more
than 7 rooms or more than it. In addition to this, fire safety remains on top of the list of hotel
sector along with the health and safety (Chevers and Spencer, 2017). It is important for hotel to
have smoke & fire alarm fitted in each and every room. Landings, common areas, canteen,
kitchen and many more. Moreover, mangers of hotel must ensure that fire breaking alarm is put
on the angle where people can easily view it and easily accessible of any of the uncertainty arise
within the hotel.
Employer’s Liability: This act suggest that of any of the accident of employee occur at
the workplace than the company is liable to pay for it. It is important for hotels to follow this
legal regulation as it boost confidence level of staff members as they feel secure at their jobs. In
addition to this, it increase productivity and efficiency level of employees that leads to increase
in sales and profit of the company. Moreover, it also develop positivity in employees due to
which they work with full potential towards attainment of organizational objectives within
stipulated time frame.
From the above discussion, it is determined that it is essential for hospitality industry to
have knowledge regarding all the laws made by government as it create brand name within that
particular sector. In relation to The Ritz London, its higher authorities ensure that they follow all
the statutory regulations which is made for employees and their guest. In addition to this, it helps
them to carry out activities in a proper and smooth that leads to enhancement in productivity and
profitability of the company.
Analysis of yield management & revenue management
Yield management is defined as a process that determines hotel pricing & assist in raising
demand of the organization. It is important for higher authorities of Ritz hotel to measure out
figures that helps in increasing revenue and also ensure retention of hotel for longer time frame
in market (Argote and Hora, 2017). In today’s world, the competition in the hospitality industry
increases so it essential for organizations to control and mange activities in a proper manner. For
this, companies adopt yield management process which helps in implementing operations in
accurate manner. The elements of yield management are as follows:

Group room sales: It is common in hotels to receive bookings for group sales before four
months to two years in advance of their arrival. It is important to gain an insight regarding
booking trends as well as requirements in order to gain success for revenue management. The
mangers of Ritz hotel measure advanced reservations which help in identifying sales & profit
level of company.
Food & beverage activities: It is also considered as revenue generators and known as
catering functions. It is important for Ritz hotel to maintain communication & coordination
among all departments so that revenue is getting maximize from all the areas of hotel.
Revenue management is a strategic decision that helps in increasing overall revenue &
earnings of the organisation. It identifies customer willingness to spend and also measures as
well as monitor demand of hotel. There are various methods of revenue management that is
adopt by Ritz hotel is mentioned below:
Build revenue culture: It is determined that developing of revenue culture within the firm
motivate staff members and they give quality service to their customers (Holweg, 2018). It
declines overall cost of company and enhance sales & profitability of the organisation
effectively.
Leverage events: Local events & attractions consider as an opportunity for hotel to attract
more number of customers and provide additional services to their guests. It is important for Ritz
Hotel London to ensure that daily activities is executed properly as it help in retaining in market
for longer time period and generate higher revenue as well.
CONCLUSION
From the above study, it has been concluded that Room division operations management
plays an important role within the hospitality sector as it plan as well as manage all activities and
operation related to hotel in a proper manner. In addition to this, front office department perform
various types of services in effective manner as they are the person who male first interaction
with guests and make first impression effective. It has also been analysed that housekeeping
department is important for a hotel as they ensure clean rooms and availability of equipment in
rooms before the arrival of customers. There are various laws and legislation that is followed by
hospitality industry for hotel operation such as health and safety, fire safety, maintenance,
employer’s liability and so on. Moreover, yield management is considered as effective as it helps
in increasing overall sales and revenue level of hotel in a proper and appropriate manner.

REFERENCES
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