Hospital Surgery Process Improvement

This assignment focuses on improving hospital surgery operations management. You will analyze the paper 'From ‘solution shop’ model to ‘focused factory’ in hospital surgery' by Cook et al. (2014), which discusses transitioning from a solution shop to a focused factory model to increase care value and predictability. Your task is to evaluate this approach, propose improvements based on other operations management principles from the provided sources like Lewis & Brown (2012) or Langabeer & Helton (2015), and develop an implementation plan.

Rooms Division Operations
Management
Table of Contents

INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Accommodation and Front office service for various organization.................................3
1.2 Roles and responsibilities of accommodation and services staff.....................................4
1.3 Legal and Statutory requirement in room division operations.........................................5
1.4 Evaluate the services with rooms division in hospitality industry...................................5
M1...........................................................................................................................................6
D1...........................................................................................................................................6
TASK 2 ...........................................................................................................................................6
2.1 Importance of the front house area...................................................................................6
2.2 Key aspects of planning and management of the front of house area..............................7
2.3 Key operational issues which affect effective management and business performance of
front house desk......................................................................................................................7
M2...........................................................................................................................................8
D2...........................................................................................................................................8
TASK 3............................................................................................................................................8
3.1 Importance of property interiors and also design effective management.........................8
3.2 Critical aspect of planning and management with accommodation function...................9
3.3 Analyse the key operational issues affecting the effective management and business
performance of the accommodation service function ...........................................................9
TASK 4.........................................................................................................................................10
4.1 Revenue and yield management activity to maximise the occupancy of room.............10
M3.........................................................................................................................................10
D3.........................................................................................................................................10
4.2 Sales technique and rooms division staff which promote maximise revenue................11
4.3 Purpose and use of forecasting with statistical data within rooms division...................11
4.4 Calculate Rooms division performance indicators........................................................12
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Hotel industry play a vital role in the society as it supply number of services in order to
satisfy the customer's needs and wants in effective manner. Room division is adopted as a main
aspect that have to be adopted by hospitality sector in adequate mode. The report highlights the
case of Saba Hotel who has decided to open a new 4 starred 300- room property in Oxford. Thus,
Room division operation management is required to focused by project manager in order to
target business consumers. Assignment, focuses on accommodation and front office services that
is delivered by hotel as well as various legal requirements that is applied to room division
operations. Apart from it, there are various key aspects of management and planning of front
house area that must be consider by service industry is efficient way (Byrnes, 2014). Room
division staff members also adopts various sales techniques to promote their services and
generate high revenues.
TASK 1
1.1 Accommodation and Front office service for various organization.
Accommodation:
It is known as important and major element of operation management in hospitality
sector. It involves the setting of standards that must be high in quality in housekeeping services
in order to satisfy the needs and wants of customers. As Saba hotel is planning to open a new
branch in Oxford it is necessary to provide full focus on accommodation facility which assists in
enhancing their sales and client's services in order to satisfy their wants. Thus, accommodation
facilities is directly linked in generating high revenues for the hotel. Some of the
accommodations are offered by hospitality sector are:
 Farm stay
 Guest house facility
 Holiday homes
Saba Hotel white bread Hotel
 They have a well structured front house
desk and also deliver best
accommodation facilities.
 They have well structured team of front
desk, but there is lack of coordination.

 They have around 400 rooms and is
well known among the customers.
 It have good accomodation faciolities
but not as compared to Saba hotel.
Front office service
This type of services involve consumer registration, reception and handling of guests in
effective manner. They carry out the direct communication with the clients and have the duty to
face all their complaints. They make sure that every customers remain satisfied while supplying
quality services of food and beverages, accommodation, complaint handling and escorting
guests. Their main target is to present the conducive image of hotel in front of their customers.
1.2 Roles and responsibilities of accommodation and services staff.
It is essential that hotel industry supply services in order to carry out their operations in
smooth manner. Saba hotel is opening a new room property in city in UK hence, being a project
manager it is essential to identify the roles and responsibilities that must be fulfilled by
accommodation and service staff members. Some are described below:
 It is essential that hotels must ensure to deliver high quality services to their customers in
order to make them happy and satisfied. As Hotel Saba is planning to target business
customers therefore, it is necessary to focus on this area effectively.
 Accommodation staff members of Saba hotel ensures that room and other areas remain
neat and clean so that positive impression is created on the customers.
 Moreover, vacuum racks have to be cleaned so that business customers remain happy and
can be retained for longer period of time (Chambers and Smith, Intelligent Energy
Solutions, 2015).
Various roles and responsibilities of front desk officers that are mentioned below:
 Front office members have responsibilities to handle all clients properly by greeting
them, listening to their complaints by making effective communication with them.
 It is the duty of front office members to keep record system of all members that are
visiting that place. It is their responsibility to deliver correct and proper information to
their customers.
From the above discussion, it has been concluded that front office and accommodation
members of Saba hotel have to carry out number of services in efficient way. As their main

target is business people therefore hotel have to maintain their standards accordingly (Turker
and Altuntas, 2014).
1.3 Legal and Statutory requirement in room division operations.
It is very much necessary for hotel industry to follow some legal and statutory
requirements in order to carry out their work process smoothly and their perform is not hindered
by any illegal action. Some requirements are described below: Fire Regulation act, 1971: This act formulates that working place must be free from fire
accidents and this can be possible when management follows rules and norms related to
it. Saba hotel have to comply fire norms and regulations in to their management system. Health and Safety Act, 1974: According to this act, employees and worker's health need
to be in priority for the management. Organisation have to ensure that every individual
remain free from any dangers that may arise in carrying out work process. Hotel saba
have to comply all norms in relation to it so that every individual that is working there do
not face any health and safety issues. There are certain standards that need to be complied
by them.
 Data Protection Act, 1998: this act ensures that all relevant and important data
information remain safe and secure. Saba hotel keeps record all their clients as well as
employees that require privacy so that no external party can access it. Therefore, this act
ensures that organisation must have various data protection system.
1.4 Evaluate the services with rooms division in hospitality industry.
Customers in modern business world have high needs and wants and therefore they have
expectation from the organisation to fulfil it in prospective way. Saba hotel is targeting business
customers as their clients hence, have to supply various types of services accordingly. They have
to make sure that their hotel must involve services in relation to high quality food facilities,
sports and entertainment. Guests always gets attracted towards that hotel which will treat them
with proper manner so that they remain satisfied. Other services include health care facilities,
beauty and many more (Rosenthal and t'Hart, 2012). Saba hotel always make efforts to deliver
prospective and effectiveness that are described below: Guest Services: Number of hotels always aim to treat their customers in prospective
manner so that they could be retained for longer period of time. This is the responsibility

of front office members to follow some code of conduct in this respect and deliver high
quality services to their guests (Cook and et. al, 2014). Housekeeping: Saba hotel always concentrates on delivering proper housekeeping
facilities. It involve serving the guests in efficient way by cleaning their room and
fulfilling their order in time.
 Holiday Campus: This service focuses on attracting family members at the time of their
holidays so that they can spent quality time. Saba hotel provide number of offers to
attract larger number of travellers and offer them exciting services.
M1
Accommodation and room division management must be focused by the hotel industry in
order to satisfy their needs and wants of clients. Saba Hotel have well structured system in which
they frame such policies and rules in order to carry out their services in prospective manner.
D1
Hotel Saba is concentrating on business clients therefore, they have to carry out their
services in according to it. They offer different type of accommodation services which include
holiday homes, farm stays in order to deliver high quality accommodation services to their gues
so that they remain happy and satisfied.
TASK 2
2.1 Importance of the front house area
Front house area play a vital role in hotel industry as it is directly linked in generating
huge revenues for the organisation. As their primary function is to deals with the guests that visit
to their place and make positive impression in their mind. There are number of function that is
carried out by them while considering some norms and regulations. Hotel Saba is planning to
structure their new branch with beautiful gardens that have fountain that attract the interests of
the guests. They also formulate proper parking areas so that guests do not face problem of
parking (Pohl, 2014).
Function of Front House Area:
 They have to deliver information to their clients about hotel whatever they want to seek.
 Their duty involve picking up the call and talk to their customers and handle their
queries.

 They are also held accountable to maintain records of important information.
2.2 Key aspects of planning and management of the front of house area
It is the duty of hotel to ensure that their customer's remain satisfied and contented with
the services. This are various aspects that is involved in planning and management of front office
of Hotel Saba which are described below: Creation of healthy image: Every business organisation work in accordance to build
sustainable image in customer's mind so that their aims and objectives could be fulfilled.
Hotel Saba have located their institution at centre of the city so that it can be easily
accessible by the clients. On the other hand, they make efforts to develop high interior
and exterior designs so that clients get attracted towards it. All these features contribute
in creating conducive image of hotel in customer's mind (Davis and et. al, 2018). Designing aspect: Hotel industry emphasise on designing aspect which includes interior
and exterior designs of the hotel. As hotel Saba is opening new branch they have make
decisions regarding ambience and internal environment.
 Cleanliness aspect: Clients take care about hygiene and cleanliness factor thus, hotel
have to make sure that their premises remain neat and clean.
From the above discussion, it is clear that hotel Saba is focusing all these aspects in to
their newly launched hotel. Their main focus is to deliver services on time so that their clients
remain happy (Nakatani and et. al, 2015).
2.3 Key operational issues which affect effective management and business performance of front
house desk.
Business organisation faces different type of issues related to operations that directly
affect the business performance and management of front house desk. It may hinder the growth
of hotel therefore, management have to prepare themselves in advance so that its negative impact
can be minimized. Various issues are described below: Marketing and Sales issues: every organisation focuses on their marketing and selling
function which involve attracting large number of customer to their organisation.
Management always concentrates on carrying out the work process with high innovation

and productiveness so that their marketing process gets enhanced (Fahimnia, Sarkis and
Davarzani, 2015).
 Financial and Accounting issues: it is the work of front house desk to make proper
records of all the relevant information which may be related to employees or clients.
Finance is consider main resources that have to be effectively managed. Management
may face issues in relation to it for example, allocation of money in wrong area that may
cause huge loss thus, may cause hindrance of growth. Staff may adopt some false
accounting method into their system which may lead to generation of wrong results.
M2
Hospitality industry faces number of issues or challenges that have to be managed by the
hotels in order to reduce the negative impacts. The issues can be from areas like marketing,
finance, sales that have to be examined accurately so that effective decision can be taken in this
aspect. Important strategies are formulated to face these problem to reduce the negative impacts.
D2
Hotel Saba have to draft important plans, policies of important key areas so that set aims
and objectives could be attained in efficient manner. Management have to make proper ways
through which relevant information is collected and than decisions are carried out in proper
manner.
TASK 3
3.1 Importance of property interiors and also design effective management. Interior design aspect: Saba hotel is focusing on interior designs in to their hotels in
order to attract large number of guests. It involve physical appearance that include
decoration, wall designs, ceiling designs, curtains, statues. All these features attracts the
interest of number of customer (Horovitz and Webb, 2015).
 Components of design: It involve tools, emotional appeal so that their structure is created
in accordance to it. Hotel Saba ensures creation of hotel rooms with designer walls and
presence of king or queen sized beds according to the requirement.
From the above discussion, it has been observed that physical appearance play a vital
role. For instance, they have facility for slopes so that physically disabled person do not face

problem. Staff members also trained to treat their clients properly and make them comfortable
with their services.
3.2 Critical aspect of planning and management with accommodation function.
Planning and management function must be properly focused by the hotel industry as it
provide the framework to carry out their work process in adequate manner. There are some goals
and objectives that need to be fulfilled in set time period by the management and it can be
possible only when proper plans are formulated (Ivanov, 2014). Some of the critical aspects that
are included in this are as follows: Controlling and updating the room service: Saba Hotel focuses on carrying out their
room services in correct ways so that guests do not result in complaining about several
aspects. There are several changes that need to be formulated by hotel into their system
and update themselves accordingly.
 Guest supplies: It has been observed that guests need to be efficaciously managed. There
are various equipments that need to be properly managed. Chairs, furnitures, tables,
desktop, show case all these have to be included in this point. On the other hand,
attention is also made on supplying neat and clean bed sheets, pillows, mattress that is a
basic necessities that have to be supplied by hotel management to their customers
(Becerik-Gerber, Krishnamachari and Soibelman, 2014).
It has been observed that hotel Saba have a strong planning and management basis where
all functions are carried out in such manner so that ultimate targets gets attained. Their primary
purpose is to examine the needs and requirements of consumers that is prevailing in marketplace
and than make decision considering all this aspects. This helps in fulfilling the work task in
sustainable way so that profits and revenues can be achieved in set time period.
3.3 Analyse the key operational issues affecting the effective management and business
performance of the accommodation service function
Management of Hotel Saba can face different types of management issues that directly
affect the business performance and management in several ways. Some areas that are included
in this are risk factors, framing up of final objectives. Apart from it operational challenges may
also rise from communication process that need to be properly implemented.

TASK 4
4.1 Revenue and yield management activity to maximise the occupancy of room.
Hotel institution always aims in achieving success in their work procedure by applying
such tools and techniques that will yield them high results and gains. Saba Hotel concentrates on
increasing their occupancy of room and this can be attained through implementing proper
policies and procedures. They have no cancellation policy in which once the customers have
booked their room, do not have the option of cancelling it (Kashif and et. al, 2013). Increased demand: The nature of customers keeps on changing with time and this impact
the decision in several ways. Increase in demands results in enhancing of sales volume of
the hotel. There is lot of fluctuations that happen in demand and supply process.
 Yield Management: Hotel Saba focuses on earning high revenues and profits in set time
period. It is required that management must formulate proper strategies and policies so
that plans are completed in correct style.
Saba hotel is a well known hotel that is located at various places and is offering
best quality services that results in yielding high outcomes and results. They have to gather
relevant data and information in regards to room occupancy so that efficient plans and
regulations can be formulated.
M3
Top management level have to draft all strategies and approaches so that effective
planning and management function is carried out. Proper attention is also made on design and
structure of hotel so that large amount of guests gets attracted. Saba is making all policies in this
respect.
D3
Lateral and convergent thinking process must be properly applied that is required in
facing key issues and challenges. Front office desk have several responsibilities that determine
the image on hotel and create a positive image in customer's mind and retain them for longer
period of time.

4.2 Sales technique and rooms division staff which promote maximise revenue.
Hotel have to focus upon employing proper sales techniques that will be directly linked
with promoting high revenues and outcomes. There are number of competitors that are present in
market place have to be examine conductively so that strategies are developed considering all
these aspects (Kerzner, 2012).
Employees have to adopt proper sales techniques that involve selling up, top down that
ensures that selling process is carried out accurately. Their basic aim is to earn high sales
revenues. Up selling concept refers to consumers that are receiving booking in correct time and
at proper rate. Saba Hotel inculcate number of innovative things into their system so that large
number of clients gets attracted towards it. For instance, they have policy of offering discounts to
their guests. All this is implemented to make their guest satisfied and remain their regular
customers for longer period of time.
It has been observed that all marketing and selling techniques must be properly
implemented and carried out so that set targets gets achieved. Management of Saba Hotel is
implementing proper policies in this regard.
4.3 Purpose and use of forecasting with statistical data within rooms division.
Forecasting helps in making decision for future so that work process process must be
conducted in right way. It helps in providing the framework that ensures all decisions must be
taken in accordance to it.
Purpose of Forecasting process: The main purpose of carrying out the forecasting
process is to allocate important and essential transactions that is directly linked with future
accomplishment of goals and objectives. This is very much necessary to determine the future
plans that results in overall development of the organisation (Langabeer and Helton, 2015).
Nature of information helps in good forecasting: Saba Hotel have to forecast data and
information based on employees and clients data. There are distinct type of information that
include details in relation of current prices, interests, current conditions of customer's preferences
so that products and services are produced accordingly.

4.4 Calculate Rooms division performance indicators.
It is essential to measure the performance of room division by applying proper
performance indicators into the system. It helps in finding out the growth or decline so that
proper step can be taken in response to it. Some measurement tools are illustrated below: Average Room Rate: This tool helps in calculating from the total basis from the total
revenues that has been earned by them so that rooms that have been sold by them is
calculated. Room Occupancy Percentage: This tool assists in calculating the total rooms that have
been occupied by the customers so that management can take decisions in this regard. It
is calculated by dividing the total number of rooms that are available by the occupied
rooms (Lewis and Brown, 2012).
 Double occupancy percentage: This tool helps in determining the basis of consumers
and rooms that are normally occupied.
CONCLUSION
From the above prepared report it has been concluded that hospitality sector involve
important concepts that need to be evaluated by the management properly. The repost have
highlighted the importance of room operation management of hotel Saba who have planned to
open their new branch in Oxford. Hence, it is necessary to make decisions regarding different
aspects like legal authorities that is required to carry out room division operation. Apart from it,
there are number of operational issues that affect the management and business performance
therefore, need to be taken care by the management.

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Online
Operating room pooling and parallel surgery processing under uncertainity, 2017. [Online].
Available through:<https://pubsonline.informs.org/doi/abs/10.1287/ijoc.1100.0396>.