Operational Management and Services

The provided document is a compilation of various research papers and articles on operational management and services. It covers a range of topics, including production and operations management, service design, facility management, and more. The papers are from different sources, including journals, books, and online platforms, and provide insights into the best practices and strategies for managing operations and services in different industries.

Rooms Division Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 ......................................................................................................................................1
1.1 Accommodation and front offices services of Hotel Hilton.................................................1
1.2 Roles and responsibilities of accommodation and front office staff.....................................2
1.3 Legal and statutory needs that apply to room division operations........................................3
1.4 Services provided by the room division operation management..........................................3
TASK 2............................................................................................................................................4
2.1 Importance of front desk area to effective management.......................................................4
2.2 Important aspects of planning and management of front desk area......................................5
2.3 Operational issues impacting the efficient management and performance of front office...6
TASK 3............................................................................................................................................7
3.1 Importance of interior and design of property......................................................................7
3.2 Critical aspects of planning and administration of accommodation services.......................8
3.3 Impact of important operational issues on effective management........................................8
TASK 4............................................................................................................................................9
4.1 Revenue and yield management............................................................................................9
4.2 Sales methods used to promote and increase revenue........................................................10
4.3 Use of forecasting and statistical data in room division....................................................10
4.4 Room division performance indicator utilised to measure the accommodation sales........11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................13

INTRODUCTION
Room division operation management is a place of administration dealing with
structuring and monitoring the procedure of manufacturing and redesigning operations of a
business in the production of products or services. It includes the liability to make sure the
entrepreneurial activities that are effective with regard of utilising resources as required and
efficient in terms satisfying demand of customers. The main objective of it is to fulfil the desires
of consumers by providing them better amenities and facilities. The centre of all tasks of hotels
is the front office which is only section that working for twenty hours to interact with clients,
guests and own individuals. Hotel enterprises are considered to be one of the best profitable
section in business arena. Present report is based on the Hotel Hilton, UK which is a worldwide
brand of full of utilities hotels and resorts (Alderton and Saieva, 2013). It is a popular name in
hospitality industry and one of the biggest hotel brand globally. It focused on both enterprises
and travellers with position in big cities, airports and on famous destinations in the world.
TASK 1
1.1 Accommodation and front offices services of Hotel Hilton
Accommodation- Hotel Hilton has a well-planned housing services that helps in
bringing diversity in its rooms obtainable for the guests with regard to volume and size. It will
involve a wide range of space and housing facilities. The data provided to the consumers about
the quality of the space play an important role. Its main function is to carry out the status and
scope. The more it is capable of administering the required housing facilities for its clients to
earn maximum profit. The more attachments in the facilitates provided to the individuals will
support in gaining more revenues (Artto and et. al., 2011). It also involves considerable house-
keeping, management and transmission as other utilities like cleaning of rooms of clients and
public, improvements and washing services also considered to be chief concern of the
authorization.
Front office services- The information provided by the reception also play an essential
role. It also needs the functions of hospitality services to increase awareness in a systematic
manner to complete the data of the house keeping services. It is considered to be a place where
guests or visitors first meet the staff in any organisation. This department of a hotel is required to

act as whole on its behalf, ordinarily by welcoming and checking in. It also supports clients at
the time of staying there. It is the nerve centre of all the operations of this entity because all the
transactions go through from this department only. The main objective of this section is to
facilitate clients with luggage, information about the industry, conveyance and other amenities
demanded during the stay (Assaf, Barros and Josiassen, 2010). Employees of the front desk
leaves a first and last impact on the customers. In Hotel Hilton it is divided into various sections
such as provided services of room allocation, house keeping, ring, enrolment, book-keeper and
auditors. The officers of this division should be merciful enough to entice the customers.
1.2 Roles and responsibilities of accommodation and front office staff
Accommodation service officials are the essential part of the customer satisfaction. They
do not directly communicate with the guests but play an important role in making consumers feel
like home in hotels and also form them memories there. The profits of this industry based upon
the selling of rooms and the best hospitality practices not only by stopping infection and make
sure the health and safety of employees, customers and visitors. They also manage areas of
public and the space of the clients. This department connects with the executing staff is liable for
preservation of hotels. They organise to attach the destroyed or broken things in that during the
stay of individuals and results in decreasing their complaints. Pleasant environment developed by
the interior decoration of hotel will attract the customer to stay. By amalgamating art and craft
with compound of furnishing fine and enjoyable atmosphere suitable for the living space and
meeting rooms can be achieved.
The front desk department is considered to be the important area of selling of the hotel
and primary liability involves customer services and amenities with property management
services, book-keeping, reservation, profitability and basic data (Batun and et. al., 2011).
Moreover, they will support each other so that the registration will finish with success and satisfy
the requirements of the customers with the utilities and eagerly to come again.
Reservation and enrolment service- It is the basic function of the front office. The
guests arrived to hotel will first approach the reception for reservation of rooms and the official
in charge will inform them about the possibility of rooms and then allot the space by completing
their documenting details.

Monitoring operational activities- It is an important role of front desk within hotel to
facilitate the wider standard of sell mannered services while achieving expected level of profits.
They have to make sure that the work is finished to involve losing of shifts, room deposits,
discounts and returns. They also requires to prepare schedules of employees, payrolls and
supervise expenses of labour to manage figures and take liability for correcting the problems of
customers.
1.3 Legal and statutory needs that apply to room division operations
Every hotel following the commitment of facilitating health, safety and privacy not only
for its customers but also for its staff. Moreover it is the responsibility of both management and
employees that they take initiatives to keep their place of work healthy, secure and safe. In
hospitality business most of the ordinarily injuries arise due to misuse of apparatus, wet floors,
quickness and distraction (Chon and Yu, 2012). All the individuals who are working in this
industry require to have training regarding the policies and regulations that are applicable to their
functioning atmosphere before they start performing activities.
Health and safety act- The main objective of this act is to preserve employees and
employers both and also supports in raising the safety awareness at the place of work. Every
individual is liable for their own life and of others. With this there are a number of health and
safety measures established by the employer in the benefit of all the customers and workforce.
Fire regulations act- It is the duty of all the enterprises within hospitality businesses to
ensure that each and everybody is safe and secure in the movement of fire and they have to
proceed according to the rules provided for the prevention from any accident on their place of
work. All the premises required to have smoke pointers, fire alarms, water and fire exits which
are direct and easy to discover. All employees of hotel need to be trained in an manner to
obstruct from fire occurred eventually.
Hazardous substance handling- For handling the hazardous things like cleaning agent
etc., Control of substance hazardous for health is implemented. It has information about the
labelling, storing, protection and usage. Every individual of hospitality industry needs to train its
employees regarding this before starting working (Ellis and Austin, 2011). The staff during
working with these substances should be facilitate with protective cloths like aprons, face masks
and gloves.

1.4 Services provided by the room division operation management
In hospitality industry the common level of utility offered are food, shelter and travelling
facilities. But the level of service of this kind of venture is confined to restrictions.
Serving customers- The basic liability of front desk executive is to serve guest and
amenities with managing accounts, property, enrolment, profits and general information. Beside
this they also propose many other assisting services to the customers but the responsibilities are
not similar in every hospitality industry. In small business like restaurants with space, there the
managers duty is to perform all the functions of front-desk executive and executed as the front
desk officials.
Security- In present time the major conflict in this enterprise is the privacy that is the
basic concern of hotels. Further satisfying the needs and requirements of the clients it offers
moderate services at low cost to luxurious facilities of huge cost to attract consumers of all
levels.
The hospitality industry has to follow a number of civic rules for facilitating better
services. There are so many issues arose in this business. The performance measures show the
section of rooms which helps in generating more revenues. Due to increase in profits of hotel it
increases its rank in the global market (Fahimnia, Sarkis and Davarzani, 2015). There are
appropriate values gives for treatment of several types of reception provided.
TASK 2
2.1 Importance of front desk area to effective management
Front office of an organisation is one of the section of hotel management that operates
and execute the meetings, mails, replies top phone calls and fix appointments of top level of
management, details and maintenance of records, entering data and other transmissions related to
the office. To get prosperity in business an enterprise requires a front desk management. Its
importance can be quantified with the realities that official of reception welcomes the clients first
and their magnificent gestures will affect the future entity.
The main function of this department is to administer all the sections of the hotel that
involves house-keeping, financial records and online enrolment. The front office manager
requires to understand the demands of the guests who are visiting their hotel. According to the

desires of customers he can suggest them a room and decrease the enrolment of clients who do
not reserve the space for the minimum number of days. The manager needs to be updated
regarding the information of cleaning, maintenance and examining rooms from division of
housekeeping.
The front desk official requires to have all data regarding the price of rooms, desires for
the space so that they can increase profits by adjusting the costs by performing calculations. He
has to take enrolment from the guests via mail or phone (Gummesson, Lusch and Vargo, 2010).
It is their duty to registered the details of customers and allot them room after arrival. It is the
very important duty of a receptionist is to monitor all the accounts of the individuals. At the time
of departure they have to take all the costs of accounts and checking out them is one of the
necessary function. There are a number of other services like to make sure that the security of the
baggage of the consumers and transport of it to the room.
By providing all these services by the hotel the needs of the customers are satisfied. With
the increasing demands of the clients the hotel will increase the cost of the rooms so that industry
will be capable of raising price to generate more revenues (Hsieh and Lin, 2010).
2.2 Important aspects of planning and management of front desk area
To discover worldwide desires, the hospitality industry modernize the reception office
with appropriate planning and efficient administration. Besides this the employees of hotel
should required to be skilled and experienced to be motivated to get effective support in their
place of work. The factors included in the planning and execution of the operational management
involve the functions directed for the well maintained steps. It lead to upgrade the functioning of
the staff. There is a wide range of utilities like rooms, gym, amenities, sports, banquet and
conference halls etc. It needs a wide place for accommodation of number of people. There are
several types of travellers mostly seen in the hotels.
As it plays an important role in creating first image on the customers by the setting
ambience for hotel. Its presentation should influences the efficiency of the staff and
accommodates clients also. There should be a direct opinion about the guest as he assess the
front desk such that he is not come at wrong place. Every worker should be provided the
necessary apparatus like computer, printer that will help them in completing work rapidly.

It includes leisure groups, conference, meeting groups, individuals and also travellers
that shows the raise in the rank of the this industry in the global market. It is arise due to
increase in the revenue. There is a correct statistical information is required to register in the
introduction of dissimilar ventures in the hotel industry (Hu and et. al., 2010). This will give rise
to higher amount of profits. The more attachments in the luxuries facilitated by the hotels to its
clients will generate more money. The data provided to the guests about the rooms play an
important role because it needs the various kinds of space along with their amenities and sizes.
The main function of hospitality industry is to carry out the standards of various rooms
that also desires the facilities provided in it. The provision of wash rooms and equipments like
refrigerator or microwave shall be facilitate in the space. It also needs a clean atmosphere of
rooms as it results to manage the hygiene in the accommodation. There is the utilisation of art
kind of technology that demands appropriate administration functions with it and also needs a
modern application for the delivery of task performed.
2.3 Operational issues impacting the efficient management and performance of front office
There are a number of issues included in the administration of the productive form of
enterprise and as well as its performance. There is a requirement to have a stake for coffee. A
huge range of facilities required by the furnished form of hotels. For the treatment of several
types of receptions, suitable utilities are required in the venture. The development of desirability
and generation of wealth may also show by it (Inaba and et. al., 2010). The facilities provided
involves restaurants, spa, gym, health and safety, rooms and beauty parlours. These all are
depend upon the vogue by the guests. There is a correct statistical data is needed to enrol the
institutions of distinct entities in the hotel industry.
This will results in increasing the amount of profits. The more attachments in the
amenities provided by the hotels to their clients will deliver maximum revenue that includes spa,
swimming pool, fitness space, relaxation room etc. The production is based on the registration of
the individuals for a long period of time.
Hospitality industry such as hotel venture exists in its facilities, with the amalgamation of
structure, atmosphere, cleanliness, food products and others. The unattractiveness and defects in
these pitfalls will negatively impacts the business, its image and its capability of revenue

generation. Words of mouth is capable enough to destroy the popularity of an enterprise.
Development of bad impression of any industry leads to harm the stardom and profitability.
If the front desk of any hospitality industry is not well garnished, then it may be a
possibility that the clients will not come again and switch to other hotel thinking that the interior
of the hotel is not good. All these problems will increase the number of complaints of the
prevailing customers and arrival of small number of guests gradually. These kinds of minimal
mistakes and weakness can cost the industry more in short-term profitability and long-term status
as well.
Hotels work for twenty four hours and three hundred sixty five days a year. It should also
requires to reach the requirements of the customers. For this they need a staff that should be
appointed on the basis of shifts (Jeang and Chiang, 2012). They should have assistance of
employees in emergency leaves of the prevailing front desk officials. Any dissolution of the
employees also impact the operations of the reception and needs to be planned. Notwithstanding
of the planning issues will occur more cost for succession of strategy.
Front office department is the only one that have all informations about the arrival and
departure of the guests. By utilising marketing skills it will add more benefits to the hotel that
helps to upgrade the selling of rooms and also make it capable of ingress the desires of the clients
(JI, WANG and JIANG, 2011). This process will raise the amount if wealth but it is very time
consuming and requires proper training for it.
TASK 3
3.1 Importance of interior and design of property
The interior and design of property is play an important role to effective management in
hospitality industry. By utilising components and principles of structure such as furniture and
accessories they express their theme that helps in discovering a beautiful and an effective space.
Before planning regarding decoration of the place it is very essential to plot a thesis and on the
basis of this the selection of each item should praise each other.
The alterations in the interiors of hotel show the standard of performance. It includes the
commodities of good quality. There is transformation of the products utilised along with plan
created by the functions (Jing, 2015). There is a facility of contract that includes franchise and

administration of it. It results in upgrading the execution of the company that also involves role
of undertaking and parties interested in the business.
The selection and settlement of furniture is that which should needs to be match to the
theme of the space. Good lighting is also essential for discovering an ambience. It is based upon
the decoration planning and colour panel lights that are used to influence the visual effect of the
front desk. Besides all these, curtains are utilised to increase the appearance of the public areas
and rooms. They can also be utilised as amplifier against sound and cold. Flowers are considered
to be perfect companion that can be arranged in several ways to magnify the beauty of the space,
either that may be fresh, artificial or amalgamation of both. Colour is the most important device
of design that develop depth which supports in carrying elegance, life and attractiveness to
margin. Large plain floors and walls are the sign of space and grace. It is admired by employing
the small and group furniture.
3.2 Critical aspects of planning and administration of accommodation services
There are some factors that are required to be taken into consideration during processing
for the accommodation services as follows-
Extensive rooms- In hotels, space in the room is very essential. Free area in the room
attract the customers and provide them a comfortable atmosphere such as if new client searching
for hotel shows that it is small, they can vacate it.
Cleaning and ventilation facilities- Hospitality industries like hotel venture is very
ambitious and always tries to deliver superior accommodation amenities to attract more guests.
In this circumstance, the space and wash rooms attached with it should needs to be neat and
polished (Khanna, 2015). Along with these the customers also demands for proper ventilation for
fresh air.
Interior- The accommodation facilities provided by a hotel always requires to be
luxurious and gorgeous as well. The furniture and apparatus used by them should requires to be
modernized and have a taste of nobility.
3.3 Impact of important operational issues on effective management
There are a number of functions of government that involves a range of procedures. The
profits earned daily, monthly and early is to be considered. There is also a wide variety of

amenities like conference and banquet hall, gym, spa, rooms, accommodation facilities, sports
etc. that needs a big space for residence of higher amount of individuals.
There are also dissimilar issues that impact the effective administration of
accommodation facilities of a hotel industry such as transmission strategy. In Hotel Hilton,
visitors come there from different nations. First thing is communicating with them is very
important. If any foreigner came in hotel and the appropriate greetings are not done in
accordance with the culture of customers then they can feel humiliating and quit it. The second
thing which is irresponsible staff. If any employee such as room cleaner is not taken care about
the daily functioning and do not clean the rooms then the whole blame goes to hotel that can
negatively affect the image of it (Lewis and Brown, 2012). Thirdly, the behaviour of front desk
official. Well attitude is the primary standard that appeal the clients, the receptionist is not
required to be that much flexible. In this situation, any type of little mistake can charge higher
amount financially and non-financially both.
TASK 4
4.1 Revenue and yield management
Yield and revenue administration is considered to be similar while yield management is a
portion of revenue management.
Revenue management is a method of planning implanted by the operators of hotels via
profitable clients and increase the rates of room. Yield is the balance between real and possible
price of space that has been acquired from aircraft industry.
The main objective of yield administration is to sale rooms at huge possible rates also not
permit any room to be vacant with regard to maximise the wealth (Mensah and Dei Mensah,
2013). This is attained by pricing, control of room inventory and duration.
Pricing- This is the price differentiation approach in which hotels charges dissimilar rates
from distinctive customers for the similar room. It is depend upon the various requirements and
conduct of the clients such as facilitating discounts for advance booking of rooms.
Overbooking- In the situation of advance booking many customers either drop or do not
show interest in the rooms that are left vacate. To neglect this, hotel requires to charge rates
according to the overbooking to avoid this.

Inventory control- The hotel owners depends upon the desires forecast that will
determine the number of space that are sold already and the other to be keep for coming
customers. This will result to decrease the rooms that are sold on discounted rates via booking in
advance.
Duration control- However customers who are staying for a long period of time are the
source of earning more profit but the possibility of the rooms is the important that needs to be
taken into consideration for hoteliers. For this they depends upon the desires estimating hotel
owners who utilise duration control tool to increase their revenue (Nakayama and Bucks, 2012).
4.2 Sales methods used to promote and increase revenue
There are several techniques to upgrade the sales of rooms in hotel. This can be attained
only by increasing the utilities for clients. With regard to increase revenue the staff is liable for
the activities and performance of services. They are capable of negotiating prices and
circumstances. They needs to be aware about the packages of services and also requires to know
the chances of reducing or raising prices. The main objective of it is to develop long-term clients
and achieve new. Employees who are accountable for sales needs to know how sales techniques
will be utilise such as bottom-up, cross-selling, up-selling or top-down.
Up-selling is method that is utilised by the hoteliers and sale more rooms. Therefore, it is
an essential issue that staff have to supply other facilities that are beneficial to the customers,
packages, vouchers etc. Management of the database of the clients will assist to examine the
upcoming quests that supports in appealing more guests by facilitating discounts and special
offers (Parast and Adams, 2012). It is very important for every manager to maintain the interest
of loyal and current clients as they expend wealth every time when come again in premises. The
individuals who are staying for a long duration of time is a tool for advertising free. This industry
also desires to establish an effective marketing strategy to achieve new ones. Internet and media
is also utilised to promote the sale of the hotels.
Guests of the hotel can be separated depends on their behaviour towards price such as
corporation, independent and enrol via travel agencies or tour promoters. The hotel operators
have to limit the rooms that can be booked at lowest cost by advance booking and also abolish
last minute bookings.

4.3 Use of forecasting and statistical data in room division
The forecasting includes elevation in revenue concurrently and also the work done by the
employees. It is a technique of its valuation that depend on the historical data, experience of a
particular utilities of an unmanageable factors for a specified time period. It is very useful
technique that is used in tourism sector by the mangers and executives. By using this, they can
plot upcoming activities based on the previous movements. Every enterprise has data for past
years and on this basis they can describe the subsequent marketing planning.
Although it is a method used in tourism industry to predict the level of success in future
and non-success in past. Therefore, they can take the correct6 administration decisions connected
to the subsequent market strategies (Scherer and et. al., 2014). For example, if the information
provided from previous period are right the the officials can supply the required enhancements
and alterations with respect to increase the revenue.
4.4 Room division performance indicator utilised to measure the accommodation sales
Normally it is the basic computation of standards and occupancy rates. Besides yield is a
new tool having benefit in the hospitality industry.
According to the information provided in the scenario in this task are as follows-
Basis Number of rooms Bed Occupancy
Single room 75 75 55
Twin rooms 60 120 50 by two persons
5 by one person
Double room 80 160 30 by two persons
40 by one person
Total 215 355 180 rooms let out (260
sleepers)
Percentage of occupancy of rooms
=Rooms occupies/total number of rooms*100
=180/215*100
= 80.72%

Occupancy of sleepers
=Double/twin let to two persons/ total double twin*100
=260/355*100
= 73.20%
It is to be note that the double and twin rooms, one person is accommodates then the
price charging is also for the single room because the hotel is determined to supply the sole
guests in the rooms which are for two persons. From the above computation it is observed that
the residency of space is with healthy parameters and also sleepers are closed to the occupancy
of rooms (Shekherdimian and Lee, 2011). This will represent that in this industry mangers works
at a superior level because they are trying to lodge all guests of the hotel.
CONCLUSION
It is concluded from the above report that, hospitality industry is the most ambitious
venture because of its progressive nature. These kinds of enterprises always concerns with the
needs and wants of the customers where a silly mistake or defect can cost higher loss of goodwill
of the entity that will result in declining the revenue in short-term and impact vogue in long-
term. It also involves a large number of workers who are liable for the distinctive activities, the
directors and mangers desires to coordinate their performance and duties. Every employee of this
firm should be aware of their policies and liabilities. This organisation must improve the
innovative tools with regards to sustain the level of hotel and discover effective activities.
Hospitality firms also demands well trained and motivated staff with the essential skills. Every
function of the front desk and amenities service sector have their own importance.

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