Rooms Division Operations Management

This report discusses the services, roles, and responsibilities in room division operations, focusing on the case study of Ritz Hotel in London. It covers the services provided by the front office and housekeeping departments, the roles and responsibilities of the front office manager, legal and statutory regulations in the hospitality industry, and the concept of yield management.

Rooms Division Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
LO2..................................................................................................................................................3
1. Services of Room Division operations....................................................................................3
Roles and Responsibilities of Front Office Manager..................................................................5
Legal and statutory regulations at hospitality organisation ........................................................6
Yield Management......................................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Operation management is a process that involve catering services in order to achieve the
highest level of efficacy from operations (Gohar, Indulska and Griffiths, 2019). It is comprises
with coordinating and managing all functional activities associated with the organisation. This
report is based on the case study of Ritz Hotel. Ritz Hotel is based in London, UK. The hotel was
established in the year 1906. Hotel is owned by Ellerman Group of Hotels. Charles Mewas and
Arthur Davis are the two architect of the Ritz Hotel. Henceforth, this report will emphasis over
services cater by room division operations such as front office and House Keeping departments.
This report will also project the roles and responsibilities attached with Front Office Manager in
the Ritz Hotel London. Furthermore, this report will also project about the legal and statutory
regulation attaches with the Ritz Hotel. In the end aspects related to the yield management will
be analysed.
LO2
1. Services of Room Division operations
Room divisional operation is a key functional role involved in the hospitality organisation
structure. Room division operations comprises with the functional departments of Ritz Hotel
such as Front office and Housekeeping Department (Lee Kang, Choi and Olds, 2019). Room
division operation enables an enjoyable environment at the hotel for all guests and customers.
Operations involved in room division operations is among the most significant as it is the first
point of contact of all the hotel guests with different authorities of hotel. Operations involved in
this functional role create a huge impact on first impression of hotel in front of all the customers.
Room divisional services are comprises with multiple services that can be denoted in the
following manner.
Front Desk Service: Front desk service is among the primary services covered under room
division operations. The services involve in font desk are categorized into greeting and catering
customers of Ritz Hotel, maintaining an inventory related to vacancies, reservations, and room
assignments, registering all arriving guests of hotel and allocating the respective rooms to all
customers and other related services. Solving customer issues also a key aspect of services
involved in front desk.
Reservation: Reservations are also among the crucial operation functions involved in room
division operation's. Reservation involve dealing with all customers, guests, travellers, travel

agents and with other referral networks (Cabral and Jabbour, 2019). IT involves dealing all the
reservations arrives at all the associated communication networks used by Ritz Hotel like
telephone, mail, sites, internet and other reservation processes applied under the hotel. It also
involves conveying to all the hotel guests in respect to room occupancy and availability.
Cash Deposits and Payments: Many times customer's use cash payments in against to
respective bookings. Cash deposit is also crucial functional role involve in room divisional
services operate under the hotel. It also involves responsibilities such as ensuring proper
payments related to hotel customers in respect to all the services utilised by the customers.
Conveying the guests about all the prices related to various services of hotel is also a part of the
designational requirements of cashier under the room division operational functions.
Concierge: Concierge is considered as a personal services cater to all customers and guest at
hotel premise. IT is about to convey all the details associated with the destinations such as places
to visit, nightlife, famous places and spots, famous local cousins and dishes, stores, malls and
other relatable details connected with the destination (Jones, Hillier and Comfort, 2016). This is
more like guiding all the hotel guests about the place in summarised way. Hotel management has
involved the service of concierge in order to effective cater all hotel guests. This service
improves the travelling experience of all the guests stays under the Ritz Hotel.
Housekeeping service: Housekeeping is also a crucial functional activity involve in room
division operation's. The functional activity comprises with activities like room cleaning,
maintaining hygienic environment, managing all inventory related to the room, daily
maintenance of all the asaseries involved in the hotel room and other concerted functions (Lin,
Kim Qiu and Ren, 2017). Housekeeping is a crucial aspect of hotel services as maintaining a
proper room is a key aspect of the housekeeping services. IT also involve serving all the
demands order by hotel guests related to food or any other associated services.
Laundry: Laundry is a service involved in functional activities of room division operations at
Ritz Hotel. Laundry involve washing and cleaning clothes of customers. IT also involve giving
irons services to all hotel guests. Laundry also comprises with services like dry cleaners, driers
and extractors services. Taking care of cloths of all the hotel guests involved in laundry services.
Roles and Responsibilities of Front Office Manager
Front office manager is considered as the senior person in the hotel who are accountable
for maintaining an effective work environment at the Ritz Hotel. Roles and Responsibilities

attached with front office manager is comprises with different functions that can be stated in the
following manner.
Role of Front Office Manager
Front office manager at Ritz Hotel needs to cater various roles that can be summarised in
the following manner.
Delegating roles: Front office manager needs to cater different role as a part of operational
functions (Boella and Goss-Turner, 2019). Delegating various roles in the Ritz Hotel is among
the key role front office manager needs to play. Delegating role involve assessing the needs to be
attached with different operational functions and based on the needs and requirements manager
appoints the potential employee of Ritz Hotel.
Supervise operations: Front office manager also needs to supervise all operational activities at
Ritz Hotel, Supervision involve ensuring the proper utility of all operation functions at Ritz
Hotel. It involves controlling and operating functions of operation's (Campa-Planas, 2016).
Operation manager control the authority to manage all operational functions precisely in order to
create an effective work culture. Maintaining a proper communication channel also play an
important role in order to supervise operation's at the hotel.
Checking daily guest reports: Operation manager carry the responsibilities to serve the best
guest experience in the hotel. In such a process operation manager go through the daily guest
report that indicate about all the guest arrivals and guest departure from the hotel. Checking
guest report also enables manager to ensure the best welcome of hotel guest or customer.
Coordinate meetings: Front office manager also engages in coordinating meetings at the hotel.
Conducting meeting daily or weekly meetings of all employees of the front office and
housekeeping departments drives the employee motivation and a proper work culture at
organisation (Ramirez and George, 2019). IT also enables manager to solve all the issues related
to the employee's that create hurdles in improving productivity of employee's.
Changing shifts: Front office manager also involves in changing shifts of employee's. Based on
the convenience manager segregate employee's in day and night shifts. Manager needs to go
through all the aspects while setting up the shifts for all the employee's of hotel. Ritz Hotel is
among the luxury hotel group which also drives the management to have a huge rush of
customer's. Manager needs to ensure the proper human resources at all the time in the hotel so
that all guest needs can be fulfilled effectively.

Responsibilities of Front Office Manager.
Ensuring guest satisfaction: Ensuring best guest experience during the hotel stay is the prime
responsibilities Front Office Manager needs to cater (Rhou and Singal, 2020). IN order to cater
the best guest experience manager needs to address every aspect of customer during the stay
such as ensuring timely services related to food and breakfast, proper guest reception, solving all
issues and other respective aspect associated with the guest stay in the hotel.
Solving customer issues: In order to ensure the best experience during the hotel stay it is crucial
to solve all issues and grievances related to the hotel guest. Manager carries the responsibility to
get personally involve in any issue related to the hotel customer. In order to solve customer
issues it is crucial to solve the issues in the estimated time frame. Hospitality sector is among the
hectic sector as it comprises with numerous amount of facilities and services which also causes
to numerous issues. Manager needs to involve in each and every issue and carry the
responsibility to solve it within the reasonable time frame.
Ensuring effective work culture: Front office manager also needs to ensure the effective work
culture at the hotel. Manager conducts various activities such as team meetings, team bonding
sessions, motivation sessions and all other sessions that enable to have an effective work culture
at the hotel.
Legal and statutory regulations at hospitality organisation
Legal and statutory regulations are considered as all the legislative responsibilities
associated with the hospitality organisation. Government has implemented vagarious legislation
over hotels and restaurants in order to ensure an effective work culture at the hotel. Management
of Ritz Hotel needs to ensure the legislation and regulation attached with the following laws.
Licence Act, 2003: All hospitality organisations needs to take licence before initiating business
operations. As per the law all corporate organisations and entities that underpins and involve
selling alcohol weather with the involvement of pubs or bars needs to take licence in order to
legalize the operation functions (Nor and et.al., 2016). Implication of this act also involve with
all the organisations involved in any kind of entertainment segment weather theatre, concert hall,
sports venue and any other entertainment mode. Ritz Hotel London involve in catering services
like food and entertainment, beverages service3s and all associated services that enable hotel
management to legalize operations by taking licence as per the Licence Act, 2003.

Late Night Levy: Late night levy is a legislative requirements hospitality organisations needs to
meet in order to conduct smooth hospitality operations. All the hotels involve in serving alcohols
and other cock tail drinks late at night needs to impose the legislative requirements of Late Night
Levy. This is a annual tax imposed upon all such organisations, hotels and bars involved in
serving alcohol and drinks to its customers late at night between midnight and 6 am. In UK all
hotels cater alcohol late at night needs to fulfil the legislative requirements of Late Night Levy.
Immigration (Hotel Records) Order, 1972: Immigration Order 1972 is also a crucial
legislative function hospitality organisations and all self-catering service organizations involved
in facilitating accommodations needs to dealt with (.Razak, Hall and Prayag, 2019). AS per the
legislative requirements all such organisations involved in catering accommodation services to
its guest needs to maintain proper records of all the guests and customers at the time of arrival in
the hotel. Information will involve details like full name nationality, passport number and other
relevant detail. This legislative function convey the hotel management about the specific
information in respect to hotel guests.
Data Protection Act, 2018: Data protection act is also among the crucial act implemented over
all the corporate organisation. In order to recruit and select employee's during the interview
process corporate organisation take various information of employee's in respect to their personal
information in order to analyse about the background of all the candidates. Organisation needs to
keep the personal information of all employees safe. IN case of any breech related to the act
suitable actions will be taken against the hotel management or any corporate organisation.
Equality Act, 2010: Equality act is also a crucial act applicable over hospitality organisation. As
per the regulations of this act hotels must sustain equality at work place irrespective to any
racism (Martínez-Martínez and et.al., 2019). Equality at work place ensure effective work culture
as it bring equal growth and development opportunities for all the employee's based on the skills
and potentials.
Food Labelling and Composition: Food labelling and composition is also an important
legislative requirements hospitality organisations needs to go through. AS per the requirements
of this act all hotels and restaurants must keep labels over all food items offered in the premises.
Labelling will involve price, ingredients and other necessary detail regarding the food item.
Management of Ritz Hotel needs to cope up with all the legislative requirements
associated with the hotel in order to conduct all the operations effectively at the hotel premise.

Yield Management
Yield management is a process that involves selling the right products to right customer's
in the hotel. It is indicated as revenue management of the hotel. Yield management is a process
09816that involves increasing the demands of all the products offers by hotel in order to contain
its normal business operations.
Elements of Yield Management
Yield management is a process that focuses over improving the revenue of hotel. Various
elements are linked up with yield management that can be summarised in the following manner.
Group room sales: Group room sales is a process that involve multiple bookings related to the
hotel rooms. This activity is associated when bunch of or group of individuals book hotel rooms
for stay. Group room sales play an effective role over increasing hotel sales or its operational
revenue. Hotel management of Ritz Hotel provide reasonable discounts over group booking or
group sales of hotel rooms and other respective hospitality services like spa.
Transient or FIT room sales: Transient room sale are belongs to travellers and tourist who
books hotel rooms few days before the trip. People all over the world become more keen towards
travel and tourism which give scope to transient sale at hotels.
Food and Beverage Activity: Food and beverage activity is also a crucial yield management
aspects hotel needs to cope up. Food and beverage is a crucial hospitality operations that engage
not only to travellers or guest in the destinations but it also attracts local visitors or food
enthusiasts.
Local area wide activities: Local area wide activities involve local activities like events, social
events, functions, concerts and other respective activities (Schmidgall and Kim, 2018). Business
meetings conducted by corporates are also associated with this yield management operations.
Special events: Special events involve social events, music events such as concerts and other
functions that promote social gathering. Hotel management at Ritz Hotel also conducts social
fasts and functions in order to take competitive advantages due to yield management feature.
High demand tactics of Yield Management.
Management at Ritz Hotel follow the following tactics in order to improve sales revenue.
Discounts: Giving discounts is a crucial yield management strategies hotel management use.
Hotel management giver various discounts like transient special discounts, group sale discounts
and other respective discounts in order to improve the sale revenue of the hotel.

High Quality Service: Hotel management try to cater the high quality service that drives the
brand value of the hotel in target market. Hotel is a service sector that mostly depends upon the
quality of services. If the service quality is satisfactory it will improve the revenue of hotel.
Management must focus over improving the quality of services.
Timely resolve customer issues: Timely solutions of customer's issues generate brand value in
front of target customers. IT will enable hotel management to sustain loyal customer service
relationship. This tactic will improve the demand of hotel rooms based on the service quality that
will also generate more revenue opportunities for the hotel management. 09816
CONCLUSION
This report concludes about the services like front desk service, reservation service
associated with the room division operations. Report also summarized roles and responsibilities
of front office manager like delegating roles, managing shifts, solving customer issues in order to
effective cater the services. Report also sum up the legislative requirements attached with the
hotel like equality act, data protection act and other legislative regulations. Elements of yield
management has also concluded like group sales, transient sale and other elements.

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