Rooms Division Operations Management in Four Seasons Hotel

Rooms Division
Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Research about the services provided by Rooms Division (Front Office & Housekeeping
Departments) operations management within your selected hotel chain...............................1
Demonstrate your knowledge and understanding about roles and responsibilities of two
Rooms Division positions (one from the Front Office and another one from the Housekeeping
department) within your selected hotel chain.........................................................................3
Analyse the key legal and statutory regulations (minimum four) within your selected hotel
chain.......................................................................................................................................3
Critically analyse about Yield Management / Revenue Management. Explain the elements of
Yield Management with examples. What are the high demand tactics of yield Management
that Revenue Manager can apply within your selected hotel chain to increase the Occupancy
and Average Daily Room rate (ADR)?..................................................................................4
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
Operations Management is considered to be the administration of the various business
practices for the purpose to create highest level of efficiency possible within an organization. The
process of operations management is related with conversion of the labour and materials into
services and goods as efficiently as possible for the purpose to maximize the profit of a company.
The main objective of the study is to research regarding the room division operations of the
company. For this purpose, the organisation chosen is Four Seasons. The organisation is an
international luxury resort and hotel company which is headquartered in Canada, Toronto and
Ontario. The organisation basically operates more than 100 resorts and hotels worldwide. The
entire research involves the information about the various services provided by Rooms Division
that comprises of housekeeping departments and Front office operations management within the
hotel.
MAIN BODY
Research about the services provided by Rooms Division (Front Office & Housekeeping
Departments) operations management within your selected hotel chain.
In context to rooms division, its importance can be felt from the fact that room charges
constitute majority of the revenue generated in a financial year by the hotel. The consumers
focuses on putting up emphasis on the equipped rooms, cleanliness and availability of rooms
(Phogat and Gupta, 2019). The major responsibility of the role of division is to fulfil the
conditions and requirements of the consumers. The rooms division could be basically divided
among the following sections:
Front Office and Accommodation:
The front office services and accommodation hold the most significant responsibility and
duty of serving the consumers from the time the customer entered in the hotel. The major role
and responsibility is to make the customers feel more comfortable with their willingness to serve
the customers with politeness and best possible manner (Hemmington, Kim and Wang,
2018).The customers make their first relations with the staff members of these departments.
These departments are considered to be the public faces of the hotel and focuses on earning
maximum credits with the help of providing best services possible. All these plays a significant
1

role in each and every section of the hospitality industry. The front office plays a very significant
role as the customers communicate with them all the times. The front office has the major
responsibility of checking and checking out formalities, reservations of rooms for the consumers,
dealing with suggestions and complaints and generation of bills. It helps in ensuring that
customers gets the best service possible and home like environment even when they are far from
their homes. The front office desk is managed by the skilled and experienced people and it is
basically managed by two managers at a large scale and at the small scale hotels they require one
member(Ahmed, Abd Manaf and Islam, 2018).
In context to accommodation facilities, it might differ from one institution to another institution
and the when it comes to hotel accommodation department, they manages hundreds of rooms and
also focuses on providing satisfaction and customer comfort. In addition to that it requires a
skilled and large staff for the purpose to handle customers in effective manner and also
maintaining rooms. The main objective of the accommodation department in reference to the
learning institutions is to offer the basic amenities to provide students with comfort as in case of
hotels. In addition to that number of staff members is also unskilled and small as compared to
hotels (Liu and Xie, 2021).
Reservation: In context to reservation department, they are majorly responsible for the
reservation of the rooms for the guest prior to their arrival. The reservation department had to
perform various activities such as handling the customers requests regarding the reservation of
the rooms which is booked for the groups or individuals, maintaining a record of the rooms
which are vacant and occupied, the types and number of rooms customer wants etc. It is
important for the department to make sure that the rooms of the customers are booked. In
addition to that it is important to inform the front office regarding the time and date of customer
arrival. Therefore, it is important to remain in direct contract with the front office (Alexander and
Cano, 2020).
Uniformed and Housekeeping services:
It basically involves all the staff members who are accountable for the maintenance of
cleaning of the rooms. The uniformed services are basically meant for some kind of special
2