Rooms Division Operations Management in Hilton Hotels and Resorts

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
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