Room Division Operations in Hotel Savoy

This report discusses the services provided by the room division operations in Hotel Savoy, the roles and responsibilities of the front office manager, legal and statutory regulations, and a critical analysis of revenue management. It also highlights the importance of abiding by rules and regulations in the hospitality industry.

ROOM DIVISION
OPERATION
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY ..................................................................................................................................3
1. Describing the services provided by the Rooms division operations.....................................3
2. Critically analyse the roles and responsibilities of Front office manager ..............................4
3. Legal and statutory regulations...............................................................................................6
4. Critical analysis of revenue management...............................................................................7
CONCLUSION ...............................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
The hospitality industry is a broad category which includes all the services which are
being required by the person travelling to the other country. This includes a variety of services
such as lodging, food and beverages, hotel, resorts, transportation, parks and many other
recreational activities (Craig, 2018). Under working of hotel room division is a major task as it
relates to overseeing all the activities which are necessary to be maintained in order to maintain
the room and its quality within the hotel.
The current study will be based on Hotel Savoy which is a chain of luxury hotel and
which is located in city of Westminster, Central London. The current report will discuss about
the different services being provided by the room division of Savoy hotel. Further the analysis of
the roles and responsibilities of the front office manager will take place and all the different roles
will be outlined. Next the different legal regulations to be followed by hotel will be discussed. In
the end the discussion will take place relating to yield management and its elements and the
tactics being used.
MAIN BODY
1. Describing the services provided by the Rooms division operations
Room division operations is the key aspect o operation management which mainly deals
with the creation of pleasant and enjoyable environment. Therefore, in the context of Hotel
Savoy, it has two main operations which are as mention below:
Front office department: it is one of the most important key operation in the room
division department where customers directly meet when they first arrive at hotel. Thus, the staff
of this department is quite visible to the guest and front office staff also handle the transaction
between hotel and their guest. This staff of front office department of Hotel Savoy receive the
guest, handle their request and also strike the first impression about a hotel into their minds
(Szende and Reddy, 2017). Thus, the basic key responsibility of this department is to create a
guest database, handling guest accounts and also coordinate guest services as well. This is clearly
reflect that front office department actually collect a detail information while guest registration
and try to make them comfortable within a hotel premises. On the other hand, staff working in
the front office department also make sure that they provide guest satisfaction and also handling
in-house communication through PBX in order to determine the overall activities within a firm.

Reservation and registration, accounts section, complain handling, concierge and
upselling are consider some of the common key roles and responsibilities of this department
Housekeeping department: The main function of housekeeping department is to keep
venue clean because they can make guest feel comfortable at the time of stay in a hotel. Further,
this department also ensure that cleanliness and hygiene and keep the guest privacy within a
premises. Along with this, this department is also consider one of the most important key
operation in Hotel Savoy because they help to control as well as eliminate the workplace hazard.
They also pay attention to some of the important detail such that layout of whole workplace,
asile marking and adequacy of storage facilities as well as maintenance (Akkermans, 2018).
Thus, it is clearly reflect that without this department it is not easy to provide better environment
to their customers.
Housekeeping department of Hotel Savoy is also belongs to high level supervisor and
manager and also keep reporting to front office manager with regards to their working.
Moreover, manager actually set the housekeeping standards and also oversee their actual
performance and then provide effective training session so that they may easily enhance their
overall performance (Hossen, 2019). Further, housekeeping department of Hotel Savoy also
organize and coordinate the cleaning falls to the supervisor. In addition to this, the also
determine which rooms and area must be cleaned and what equipment they need in order to
avoid disturbance. In this way, these both operations of room division try to provide good
ambiance to the customer or guest so that they will enjoy their stay.
2. Critically analyse the roles and responsibilities of Front office manager
In Hotel Savoy, the front office manager is tasked to make sure that the front office run
smoothly and effectively because it is the first place where gust first come and contact with
hotel. The main role of front office manager is to supervise all the front office personnel and also
make sure that proper completion of all the front office duties so that guest may enjoy their stay.
Thus, the key roles and responsibilities of front office manager are as mention below:
 Front office manager of Hotel savoy keep provide effective training session to all the
front office personnel so that they will assist to run the front office department in smooth
manner.
 Further, front office manager also make schedule of all the staff members who are
working under this and also supervises the work and changes shift during workloads.

 Also, cross verifies the accurate room status information and then communicated the
same to managers and supervisors. Front office manager also resolve guest problem
quickly so that it will not create any negative impact upon the customers and they also get
positive ambiance (Razalli, 2020).
 Another key responsibility of the front office manager is to may sure that front desk also
provides a professional and friendly services for guest so that customers did not got any
problem and also enjoy their stay.
 Further, front office manager is a senior person in an office environment and also
accountable for maintaining a professional work environment, staff supervision and
administrative support. So that manager may easily get approval for purchasing any
equipment of office supplies.
 On the other side, they also responsible for arranging staff scheduling so that it will help
to analyze whether work is perform by assigned staff or not. Also, through this duty, front
office manager also track the performance of each and every individual who work under
them (Canals, 2020) .
 Another key responsibilities of front office manager is to keep update group information
such that maintaining, monitoring and prepare the group requirements so that every staff
member know if any changes are done within the premises.
 Further, front office manager also work with the allocated budget for the front office and
keep work with other department of hotel in order to analyze that performance level of
the hotel. Also, front office manager enforces all the cash handling as well as verifies
banks and deposits at the end of each shift in order check the daily inflow and outflow of
cash.
 Further, they are also responsible for maximize the room revenue and occupancy by
reviewing status daily and also analyze the rate variance. Along with this, the front office
manager of Hotel Savoy also make flash report as well as allowances to keep check the
selling status of a firm (Szende and Reddy, 2017).
In this way, front office manager mainly perform the work and also make sure that
customer did not face any problem related to hotel environment and if so, he provide immediate
solution too without any delay

3. Legal and statutory regulations
For the effective working of the company it is very important for the hotel to comply with
all the rules and regulations. This is majorly because of the fact that these rules and regulations
and guidelines provide a direction to the hotel and its employees to work in correct direction. All
these laws and legislations provides a direction to the employees that how they have to work and
by keeping what essential points in mind. It is very important for the Savoy hotel that they abide
by all the rules and regulations because it deals in providing hotel services that is rooms and food
and beverages to the people coming to the place. Hence, it is necessary for hotel Savoy that it
complies with all the necessary guidelines. Another major reason for abiding by all the laws and
legislations is that this will build the trust of consumers over the hotel (Lord, 2019). This is
majorly because of the fact that these laws ensure that hotel is working in accordance with all the
guidelines and this ensures that the hotel is safe to live and enjoy the trip. The major laws and
statutory guidelines being followed by hotel Savoy are as follows-
Health and safety act- this is the major act or the legal regulation which the hotel Savoy
needs to comply with. This is majorly because of the fact that it is the duty of the hotel to
maintain all the provision which are necessary for the maintenance of the health and safety at the
hotel. There are many different types of people coming to the hotel as consumers from all over
the globe hence, it is necessary that proper health measures and safety measure are maintained at
hotel (Lashley, 2016). This includes taking measures for fire safety in case of contingent fire,
hazards at hotel, safety management, safety measure at the swimming pool, banquet hall, gym
and other facilities being provided by the hotel. Also, in every room the hotel must place the
contact number in case of any kind of emergency which the consumer may face or suffer.
Data protection act- this is another major regulation which is to be followed by hotel
Savoy in order to work in the competitive market. This is majorly because of the reason that
hotel takes in consideration the data and personal information of the consumers. Thus, it is the
duty of the hotel to keep the data and other information safe. This is necessary because of the
fact that the competition within the hotel industry is cut- throat and the competitors can use the
data and other information in wrong manner which can harm the goodwill of the company. Also,
hotel Savoy must keep the records of all the consumers and must keep it for at least 12 months.
This is necessary because if the consumer has any issue then the records can be checked and this
will assist the hotel in managing the consumers. Also, the data can be misused by the hotel or the

other employees of the hotel and this is majorly because of the reason that for reducing the
misuse of the data it is the responsibility of the hotel staff to manage the data and all the
information in safe and secure manner.
Therefore, in the end it can be said that abiding by the rules and regulations and statutory
body is very necessary for hotel Savoy. Hence, this is necessary because this will increase the
goodwill of hotel as consumers will like the fact that hotel is working in accordance with all the
rules and regulations (Koseoglu, Law and Dogan, 2018).
4. Critical analysis of revenue management
Revenue management is referred to the pricing tactics and strategic distribution will use
to sell personal assets such as hotel rooms or property's perishable inventory to right person at
right time, in order to maximize revenue growth more than the other firms in same sector (Willie,
2017). Effective hotel revenue management tactics can help owner to better manage resources
available within firm. In other word, it is considered as application of disciplined analytics that
help through predict consumers behaviours at micro market stage and utilize product
accessibility as well as price to increase revenue. It is extremely significant concept within
hospitality sector because it permits Hilton hotel to anticipate needs and optimize pricing and
availability, in order to get the best possible financial outcomes (Zou and Petrick, 2019). It helps
to maximize high period demand and support stimulating needs in low periods while avoiding
price cannibalism. Market segmentation, historical demand & booking patterns, displacement
analysis and demand forecast are the components of revenue management.
Restrict or close discounts is one of the best tactic revenue management will apply in
context of Hilton hotel to increase daily room rate average and occupancy. To apply this strategy
firm had to analyse discounts and then restrict them as essential to increase average rate of
rooms. They need to offer discounts to those guest who book longer stays and restrict reservation
for those who book rooms to shorter period or stays (Douvrou, 2019).
Hilton hotel apply minimum length of stay restrictions carefully, because it helps them
increases room nights. They study number of guest patterns and decided how many days they are
likely to spend and add to their stay. Furthermore, firm reduce bulk room allocations as it is one
of the best tactic which demand is high within revenue management. Manager communicate with
group leaders on a daily basis, they make assure the guest actually needs number of rooms
determined in their contract.

In addition to this, manager also apply different types of tactics for example, they can
evaluate benefits of sell through, with the help of this tactic required stay will being before dated
plan is applied. It is used when one day has peak in management and occupancy does not want
peak to continuously affect bookings on either side of limit day. For longer period of stay, Hilton
hotel revenue management make assure guarantees and deposits apply to last night of stay and
minimizing early departures. Sales through rate is one of the best and most important sales
metrics that permits firm to monitor efficiency of their services and management. All the tactics
mentioned above are high demand tactics that increase the sales of firm and help to maximize
their profit margin rather than before (Gatnau Vera, 2017). Along with above strategies, Hilton
hotel can rise rates of each room according to the number of demands, set prices accordant types
of guest and offer services accordingly.
CONCLUSION
In the end it is summarised that hospitality is the sector which is very growing and
developing in the globalized and modern world. The room division is the department within the
hotel which is responsible for the proper management and infrastructure within the rooms of the
hotel. Here it is the responsibility of the front office and housekeeping department to take care of
all the amenities and facilities which are provided by the hotel within the rooms. The report
stated that the major service provided by room division department is of front office and
housekeeping. Both these services are of immense importance because of the fact that this
ensures quality of services in room. Further it was discussed that front office manager is
responsible for the whole working of hotel like providing training sessions, scheduling all the
working of staff and many other responsibilities. Further it discussed about the different types of
laws and rules to be followed like health and safety, data protection and many other laws. In the
end the yield management system of the hotel was discussed and it was outlined that there are
many tactics which will help hotel in increasing revenue of hotel.`

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