Rooms Division Operations Management in Hilton Hotels and Resorts

This report discusses the services provided by Rooms Division (Front Office & Housekeeping department) in Hilton Hotels and Resorts, roles and responsibilities of two Rooms Division positions, legal and statutory regulations, and elements and high demand tactics of yield management that Revenue Manager can apply.

Rooms Division
Operations
Management ( BJ)

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK...............................................................................................................................................1
Research of services provided by Rooms division (Front Office & Housekeeping department)
.....................................................................................................................................................1
Roles and responsibilities of two Rooms Division positions .....................................................2
Analyse the key legal and statutory regulations..........................................................................4
Explain the elements and high demand tactics of yield Management that Revenue Manager
can apply. ...................................................................................................................................5
CONCLUSION................................................................................................................................6
References:.......................................................................................................................................8

INTRODUCTION
Operations management is defined as the administration of business activities for the
purpose of creating higher level of possible efficiency. In hospitality industry, it involve the
application of resources, equipments, materials and technology for the purpose of delivering the
best possible service to the customers (Ardiana and et. al., 2020). The chosen organisation for
this report is Hilton Hotels and Resorts which is a multinational brand of hotels and resorts
having headquarter in McLean, Virginia, United States. This chain of hotels and resort is serving
the people globally with the approximately presence of 584 hotels in all over the world. This
organisation is providing accommodation services to their customers. This report include the
research of services provided by rooms division operation management, roles and responsibilities
of two room division position along with the legal and statutory regulations in Hilton Hotel. In
addition to this, it also deals with the concept of Yield management or revenue management.
TASK
Research of services provided by Rooms division (Front Office & Housekeeping department)
Front Office Department
It is defined as one of the important department of hotel which is consider as the front
face of hotel in front of guests. The front office department of Hilton Hotel comes in the direct
contact with the customers at the time of their arrival. The front office is responsible for
managing all the transactions among the guest and hotel. There are several sub departments of
front office which include reception, guest relations, concierge, reservation, bell desk and many
more.
It plays an important role in the entire growth and success of Hilton Hotel. Front office
create and keep a comprehensive data of the informations of guests along with ensuring their
satisfaction. Below mentioned are the several operational function of front office department:
 Reservation: The front office of Hilton do registration of the reservation of rooms
from different sources. It keeps the records of reservation and make sure about the
timings of arrivals of guests (Chang, Ku and Chen 2019).
 Bell Desk and Concierge: Front office of Hilton Hotel also provide the facility of bell
desk and concierge. Bell desk is a desk which is available in the lobby and the staff is
positioned for providing the required service to the guest. Concierge is the person who
1

assist the guests by arranging transportation, making restaurant reservations and many
more.
 Guest Registration: All the guest registration related activities are also performed by
the front office department of Hilton hotel. It include several activities such as check-
in, check-out, room rate, room assignment and many more.
Housekeeping Department
One of the operational department in a hotel is housekeeping department as it perform the
function of cleanliness, aesthetic upkeep of rooms, maintenance and many more. Several sub
departments of housekeeping department include guest room cleanliness, laundry, lost & found,
linen, public area cleanliness and many others. Outside the hospitality, housekeeping is defined
as the activities of maintaining and managing the households which include shopping, cleaning,
home maintenance, bill payment, cooking and many more. In order to provide a desirable room
to the guest, housekeeping have to put their all efforts. The employees working in the
housekeeping department is much higher then the employees in any other department of Hilton
Hotel. Housekeeping department of Hilton Hotel is responsible for turnaround of rooms in a
proper time period by doing coordination with the front office team (Dodu, Zamfir and Ile 2021).
The status of each and every room have been updated by both housekeeping and front office to
each other. Below mentioned are the several operational function of Housekeeping department of
Hilton Hotel: Laundry: it refers to the sub department of housekeeping department which perform the
function of cleaning all the used fabrics in the hotel. This section comes at the next to the
linen room in order to avoiding the immoderate steps. The staff members of this section
of Hilton Hotel are responsible for cleaning guest's clothes, uniform of employees and
other fabrics.
 Lost and Found sections: It is defined as the small and visionary cupboards which is
being used for the purpose of storing the lost articles of the guests of Hilton Hotel and
guests can claim the lost article later.
Roles and responsibilities of two Rooms Division positions
Front office Executive
Front office department is the front picture of hotel which is being presented in front of
guests. Front office executive have to perform the front office personnel along with ensuring the
2

completion of all the duties of department. Below mentioned are the roles and responsibilities of
front office executive of Hilton Hotel: Managing Reservations: The front office executive of Hilton Hotel is responsible for
managing all the reservations either offline or online. Hilton hotel is taking room
reservations from both online and offline sources. To manage them and make available
the room on time for guest is the major responsibility of front office executive. Welcoming the guests: The most important role of front office executive of Hilton Hotel
is to welcome their guest on their arrival and assign them room as per their preference.
Welcoming guest is consider as the first and most important action of organisation as it
impact keep positive or negative impact on guest (Ekhsan and et. al., 2020). Respond to guests: In order to maintain the brand image of Hilton Hotel, the front office
executive have to respond their clients and handling all the complaints on time in a
professional manner. It is the responsibility of front office executive to solve the any
query of their clients and work on their concern.
 Developing relationship with guests: As it has been found that the front office executive
comes in the direct or face to face contact with the guests. Hence, it is the major role of
front office executive of Hilton Hotel to create a good and positive relationship with
their guests because it will help the organisation in retaining them which leads to the
future profitability along with the positive brand image.
Executive Housekeeper
Housekeeping department is the most important helping hand of a hotel which makes the
services as per the desirable services for their guests. In order to making the services as per the
standard of hotel, the executive housekeeper of Hilton Hotel plays a vital role. Below mentioned
are the several roles and responsibilities of executive housekeeper of Hilton Hotel: Managing and supervising employees: The executive housekeeper of Hilton hotel have
to perform the role of supervising the other housekeeping employees. They have to
analyse the need of other employees of housekeeping department along with discharging
the employees when in need (JAYKUMAR, P., 2020). In addition to this, writing
warning notes is also the role of executive housekeeper in the case of violent of policy of
hotel.
3

 Assigning task: It is the responsibility of executive housekeeper of Hilton Hotel to plan
the entire work and then assign all the task accordingly. They are responsible for
assigning the housemen, linen room attendants and inspectors on constant duty. They
also forecast the occupancy and then assign the extra days off to the employees
accordingly. Inspecting the staff: Another responsibility of executive housekeeper of Hilton Hotel is
to inspect the staff members of housekeeping department on regular basis and determine
whether they are on duty or not. Checking the quality and quantity of work done by the
employees of housekeeping is also the responsibility of executive housekeeper.
 Ensuring cleanliness: The major responsibility of executive housekeeper of Hilton
Hotel is to ensure the cleanliness of rooms. It plays an important role in ensuring the
safety and comfort of the guests of Hilton Hotel.
Analyse the key legal and statutory regulations
For the purpose of constantly performing the business operations of Hilton Hotel, the
management is require to follow the legal and statutory regulations which are being developed
by the government. Hilton Hotel is a multinational brand which is performing its operations in
several countries. Below mentioned are the key legal and statutory regulations followed by the
Hilton Hotel: Data Protection Act: It is defined as the act under which the the management of Hilton
Hotel is responsible for managing and protecting the confidential data of hotel or the
customers. Data protection act involve several strategies which state the procedure of
protecting the important data of organisation (Rao, X., 2018). Hilton Hotel is using
several software in order to maintaining the security of data. Leakage of important data
and information may result in the huge losses to the hotel. This data may include the data
of their employees, customers or any other important informations. Health and safety at work: It is the responsibility of all business business organisation to
maintain healthy and safe working environment for the employees working their. Hilton
Hotel is providing the best healthy environment to their employees for work. The
management is ensuring their well health by their regular medical check-ups. In order to
maintaining the safety of employees working in the Hilton Hotel, the management is
4

adopting various practices such as COVID-19 vaccine camp for their employees, proper
sanitized working environment and many others. Control of noise at work regulation: It refers to the act under which the management of
Hilton hotel is applying for the purpose of avoiding the risk of health and safety from
exposure to noise at work. The management of Hilton Hotel is responsible for assessing
the risk of noise and taking the actions in order to decrease the noise exposure which are
producing those risks. It is the responsibility of management of Hilton Hotel to provide
the hearing protection in the case if they are not able to reduce the noise. They are also
require to provide the complete training and instructions to their employees for dealing
with the noise.
 Premises Insurance: It is defined as the legal regulation under which the Hilton Hotel
have done the insurance of their all important premises. Important premises include the
employees, property, furniture and many more. This insurance provide the protection to
the premises in against to the risks which include theft, fire and the damages because of
the changes in weather (Rocha, J.R.N., 2019). This insurance include several insurances
such as fire insurance, earthquake insurance, flood insurance and many others. Hilton
Hotel have done with their premises insurance for the purpose of protecting their
important property.
Explain the elements and high demand tactics of yield Management that Revenue Manager can
apply.
Hotel yield or revenue management is defined as the concept of selling the right room to
the right guest at the right price on right time for the purpose of maximizing the profits of Hilton
Hotel. In simple words, it can be defined as the dynamic pricing strategy which have been
adopted by the hotel in order to generate the higher revenue through fixed and time limit
inventory i.e. rooms of Hilton Hotel. Below mentioned are the several elements of yield
management: Group Booking: In hotel yield, group sales from the bulk of the room revenue is
essential. It is not a big deal for Hilton Hotel to get the reservations for group sales in
advance of arrival from three months to two years. Hence, determining the booking
trends and requirements is essential for the management for the purpose of getting
success of revenue management.
5

 Transient or FIT (free independent traveller) rooms: Those rooms which are sold to the
free individual travellers are consider as the transient rooms. Mainly, these rooms are
booked on the closer dates of arrival. The yield management have to track the lead and
booking pace for gaining highest occupancy rate. Food and beverage outlets:The food and beverage revenue can also affect the room
revenue of Hilton Hotel (Sharma and Kaushik 2021). For instance, a group doing
booking with the food catering services bring more revenue in the Hotel as compare to
the group which require only catering not rooms.
 Local activities and events:The revenue of Hilton Hotel can be increase through the
events in the local area of hotel. It is required to the management to stay updated with the
upcoming events in their local areas for the purpose of optimizing the room rates as per
the demand.
High demand tactics
Below mentioned are the several high demand tactics of yield management in the context of
Hilton Hotel:
 Close or restrict discounts: The yield management of Hilton Hotel is required to
determine the discounts and restrict the discounts as per the necessity in order to
maximizing the average rate of their rooms (Zeng, L., 2021). The hotel can provide the
discounts only to those guests, who want to book the room for a longer stay. Apply a minimum length of stay restrictions carefully: It helps the Hilton hotel in
maintaining the restrictions to stay and increase in the room nights which result in the
higher revenue generation of organisation.
 Consider a rate raise for package: The Hilton Hotel is providing several packages on
discounted prices. The yield management can increase the prices of those packages in
order to earning higher revenue.
CONCLUSION
From the above report, it has been concluded that the room division of a hotel involve
two departments i.e. Front office and Housekeeping department. The entire research on both
departments have been done which state the functions and sub department of both departments
along with their importance in the hotel. This report is also showing the roles and responsibilities
of front office executive and executive housekeeper. Performance of roles and responsibilities of
6

both the job executive bring the effectiveness in their services which result in the creation of
positive brand image of Hotel and retaining the customers which leads to the generation of
productivity and profitability of hotel. There are several legal rules and regulations which have
been developed by the government. Hilton Hotel have to work by following all the legal and
statutory regulations. In addition to this, it has been also analysed that the the yield or revenue
management also has a vital role because of the high demand tactics of revenue management.
7

References:
Books and Journals
Ardiana and et. al., 2020. MOTIVATION GUEST SERVICE AGENT IN CONDUCTING UP
SELLING IN FRONT OFFICE DEPARTMENT TO INCREASE REVENUE AT
HILTON GARDEN INN BALI. Journal of Applied Sciences in Travel and
Hospitality, 3(1), pp.1-11.
Chang, Y.C., Ku, C.H. and Chen, C.H., 2019. Social media analytics: Extracting and visualizing
Hilton hotel ratings and reviews from TripAdvisor. International Journal of Information
Management, 48, pp.263-279.
Dodu, S.P., Zamfir, M.M.I. and Ile, F.L., 2021. THE FAST FORWARD RESHAPE OF THE
HOSPITALITY INDUSTRY IN TIMES OF GLOBAL CRISIS: A HILTON
HOTELS'PERSPECTIVE. Romanian Economic and Business Review, 16(2), pp.106-
115.
Ekhsan and et. al., 2020, February. Analysis of the Effect of Learning Orientation, Role of
Leaders and Competence to Employee Performance Front Office the Sultan Hotel
Jakarta. In 4th International Conference on Management, Economics and Business
(ICMEB 2019) (pp. 239-244). Atlantis Press.
JAYKUMAR, P., 2020. THE TRIUMPHS & CHALLENGES IN THE PATH OF GREEN
HOTEL HOUSEKEEPING. Journal of Services Research, 20(1).
Rao, X., 2018. How cultural differences impact customer satisfaction and service quality
evaluation in Hilton Helsinki Airport hotel.
Rocha, J.R.N., 2019. Estratégia de comunicação das Práticas de Sustentabilidade Ambiental
praticadas no Hilton Brussels City (Doctoral dissertation).
Sharma, S. and Kaushik, T., 2021. Aesthetically clean to clinically clean–A study on new
housekeeping practices in Delhi hotels beyond COVID-19 pandemic. Worldwide
Hospitality and Tourism Themes.
Zeng, L., 2021. Analysis of Hilton Worldwide Hotel Group’s Transnational Operation
Strategy. Academic Journal of Business & Management, 3(11).
8