Rooms Division Operations Management

This project analyzes the Rooms Division Operations Management (RDOM) at Hilton International, examining accommodation and front office services, staff roles, legal requirements, and service evaluation. It also investigates key management issues in the Front Office Operations, including the importance of the front of house area, planning and management strategies, and operational challenges affecting business performance.

ROOMS DIVISION
OPERATIONS
MANAGEMENT

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Accommodation and Front office services of various organizations....................................3
1.2 Responsibilities and roles of reception services and accommodation..................................3
1.3 Statutory and legal requirements applied to room division operations.................................4
1.4 Services provided by rooms division in hospitality businesses............................................4
TASK 2............................................................................................................................................5
2.1 Importance of front house area for effective management...................................................5
2.2 Key aspects of planning and management of front house area.............................................5
2.3 Operational issues affecting management and business performance of front office area...6
TASK 3............................................................................................................................................6
TASK 4............................................................................................................................................6
4.1 Revenue/yield management activities to maximize occupancy and room revenue..............6
4.2 Sales technique to promote and maximize revenue..............................................................7
4.3 Purpose and use of forecasting and statistical data in rooms division..................................7
4.4 Calculate room division performance indicators to measure success of accommodation
sales.............................................................................................................................................8
CONCLUSION................................................................................................................................8
REFERENCES:...............................................................................................................................9

INTRODUCTION
Room Division Operations Management plays an important role in hospitality
management. This position requires strong initiatives and efficiency by the person holding it. In
this project, RDOM of Hilton International is being discussed. They resolve complaints of
customers effectively. Rooms division management operates 24/7 duties regarding reservations,
front desk, concierge, night managers and taking phone calls (Albayrak and Caber, 2015).
Person who holds this position should possess excellent time management and organizational
skills. Professional and timely welcome of guests should be confirmed for their satisfaction. This
maintains productivity and high morale with other departments as well as other units.
TASK 1
1.1 Accommodation and Front office services of various organizations
Milestone Accommodation & Services: Front office services and accommodation in Milestone
hotel in the UK have separate housekeeping, front office and reservation department. It provides
telephonic, reservations in the hotel. It collects payments of customers through different modes
and provide bills to guests. Various types of services are provided like chauffeurs and cars to
customers. It provides long term and short stay accommodations. It has average rooms and twin-
bedded accommodation with providing complimentary high speed Wi-Fi throughout the hotel.
Hilton International: Front office manager of Hilton maintains high standards and focuses on
improvement on departments as well as promotes hotels' loyalty scheme. It also maintains
working relationships and good communication skills (Berezina and et.al., 2016). Management
of staff in relevance of company procedures and policies are also followed. Accommodation
facilities include private salons, welcome beverages on the arrival of customers, magazines and
books in deluxe rooms, mini bars, video conferencing, etc. Some suites include personalized
business cards for customers, music channels and female friendly services are included.
1.2 Responsibilities and roles of reception services and accommodation
Reception Services: Key roles and responsibilities of staff of hotel is to provide 24 hour for
beverages and food. Reception of hotel takes proper booking and details of hotel and maintains
the record. Occupancy rate is also maintained by keeping track on hotel’s revenue. All types of
amendments of customers are handled by the receptionist of hotel (Bresler, N.C., Wadawi, J.K.

and Herbst, 2015). Quality of service of receptionist should be the best as this department is
responsible for greeting customers.
Accommodation: Housekeeping and engineering are two main departments of accommodation.
Housekeeping monitors inventories for kitchen area and provides hygienic food to the guests. It
takes proper care of all accommodation arrangements. Seamless communication in between
departments are maintained by it. On the other hand, engineering keeps record on water supply,
AC. System, electricity supply and other electric systems of hotels (Davis and et.al., 2018). This
department ensures well equipped and repairing of mechanical system. Thus, these two
departments of Hilton are the public faces that are concerned with the customer satisfaction level
and ensure safety of all appliances so that entire staff and customers are out of danger.
1.3 Statutory and legal requirements applied to rooms division operations
Room division operations of Hilton must satisfy the safety and health measures of
customers, data protection, recycling of hazardous material, proper dissemination of tariffs and
price details as well as compliance with the running law of UK. Data Protection Act 1998 must
secure complete private information of guests including address, email id, name, phone number
that should not be shared with any other firm. It should also comply with Workplace Regulation
Act 1992 that ensures proper safety and health measures for workers of Hilton. Staff members
are considered as the liability of management system. Therefore, it should follow The Equality
Act 2010 so that they will not be discriminated on the basis of gender, caste, race, religion, etc.
Hotel is equipped with various mitigation strategies that access risk with hazardous waste
management, pesticides and detergents as well as follow Management of Health and Safety at
Work Regulations 1999 (Han and Hyun, 2017). Thus, these legal and statutory framework
ensures safe and secure environment of Hilton hotel. It is the prime responsibility of it to take
care of belongings of customers and security of staff.
1.4 Services provided by rooms division in hospitality businesses
Services provided by rooms division can be categorized in the following ways:
Reception service: It plays an important role while addressing clients in the hotel. Services
offered by them must satisfy the demands of company. It provides low-cost to luxurious
accommodation. Procedures are developed so that information of customers are recorded at this
department to perform services of higher qualities.

Reservation Service: Guests reserve their rooms before their arrival. They handle their demands
on booking like which kind or type of rooms they require, bookings done are for individuals or
for groups, etc. Thus, direct link to front office desk is maintained. There should be proper
communication in between the department and among employees. Miscommunication may lead
to the failure of business.
Front Office and Accommodation Services: Skilled and trained staff is required for
accommodation purpose and at front office department as they directly interact with customers.
Hotel earns maximum credits through their customers (Hobson, 2018). Thus, they have to serve
them efficiently and timely.
2.1 Importance of front house area for effective management
Front house area in Hilton International delivers accommodation in addition to guest
assistance, food and beverages. There is proper coordination among the departments and they
efficiently maintain cash receipts of customers. All complains and queries are thoroughly
resolved by front office staff of Hilton. As these departments are directly connected with
customers so they focus on quality wise services. Durability of area, airflow, heating and other
factors are well provided and utilized by the clients (Albayrak and Caber, 2015). Design layout
and ambiance of hotel can impress them in many ways. Front office is responsible for visual
impact on clients and leaves first and last impression of hotel. Accommodation should be
effective so that their stay becomes amicable, agreeable and friendly. There should be mobility in
hotel so that various amenities can be provided to make management simple and effective. They
must ensure that all guests in rooms are staying with leisure and comfort. In order to reduce
chaos there should be complete calculation of area available and front house managers should be
qualified and skilled. This in turn results in revenue generation and prosperity in business.
2.2 Key aspects of planning and management of front house area
Planning and management of front house area leaves a powerful impact on minds of
customers. They add quality and value to services of hotel. Recreational facilities should be
properly manged and planning of front office should be effectively designed. Restrooms should
be designed in a way so that maximum accommodation could be provided. At peak seasons
dining space should be planned to facilitate maximum number of clients (Berezina and et.al.,
2016). Buffet for groups should be arranged in such a manner so that space can be easily

managed. Large number of cuisines should be handled by waiters. There should be confidence,
sense of dedication and responsibility among employees towards organization. Accommodation
staff should serve customers in the best possible way so that no future complains are recorded.
Housekeeping employees should speak delicately to guests and know their responsibilities and
maintain their public-service corporation every single minute with them (Marshall, Mottier, and
Lewis, 2015). Interior decoration should be decorated with handicraft and traditional items so
that customers get to know the real culture of UK.
2.3 Operational issues affecting management and business performance of front office area
There are many operational issues that affect business performance and
management system. These are described below:
Overbooking: Customer dissatisfaction may occur due to reservations and booking of rooms
what really hotel could accommodate. This would negatively affect the performance of it. It
could also affect prestige of any organization (Bresler, Wadawi and Herbst, 2015). This can be
avoided by proper maintenance of demand and supply of management tools.
Shortage of Labor: There should be availability of labor all the time in the hotel. This industry is
seasonal and at peak seasons it faces sharp shortages which results in hindrance of various
operational functions and departments have to search for qualified and skilled labor for
customers.
Cost-Containment: Money should be used in wise way and better amenities should be provided
to customers. Increasing costs may result in decrease in arrival of customers. Therefore, hotel
should keep an eye on increasing costs and make its organization cost-effective. There should be
effective financial management to maximize profits.
Quality: Quality of services and products should be perfect because customers pay for it.
TASK 3
Completed in PPT
TASK 4
4.1 Revenue/yield management activities to maximize occupancy and room revenue
There are some activities required to achieve maximum occupancy level and revenues:
1. Pricing of the suits and rooms should be fixed according to the needs of customers.
2. Services of rooms should be done in groups.

3. While booking for suits combo offerings should be provided to customers with surplus
facilities to attract more and more customers.
Revenue management can be extracted by applying some financial strategies according to
change in market behavior (Kensbock and et.al., 2016). Average room occupancy can be
increased by hotel management through some strategies or above activities. Better yields are
gained through increased room occupancy over a financial year. Rooms should be assigned
according to the demands of the customer so that better occupancy rate can be achieved.
Reservation department should keep this thing in mind that single person should be allotted
single room only. Thus, there would be less waste of resources. There should correct selection of
distribution channels by forecasting the needs of products and services.
4.2 Sales technique to promote and maximize revenue
Revenue can be generated by attracting higher number of customers towards Hilton
International. It is essential that room division staff should use some sales technique in order to
maximize revenue and profit. All types of services that satisfy their wants, desires in an efficient
way like free personal care products, greetings from the staff, turn down services should be
provided to them. Staff should convey the availability of various services like sports, spas, gym.
Deciding better amenities and better management of room allocation process helps in revenue
generation (Khanau, 2015). Moreover, marketing strategies include rise in prices of rent rooms
during peak seasons and providing discounts to regular customers, giving them membership
cards are some sales techniques that can be used by hotel management. Another strategy includes
displaying packages and rooms online and advertisement of its plans increases customers which
in turn rises income of the firm. Negotiated rate and penalty on cancellation of reservation are
some sales techniques to improve service.
4.3 Purpose and use of forecasting and statistical data in rooms division.
Forecasting and statistical data helps in estimation of demand of sales of hotel and
determines increase in sales volume. It further eliminates options of cancellation of reservation
and price of room, occupancy rate and demand of customers can be estimated through statistical
data. Regression analysis is applied in all the forecasting models to estimate the demand of the
market (Lee and Lee, 2016). Time and trends of the year can be analyzed when various types of
rooms occupied. Similar types of rooms are constructed when total revenue per room is
generated. Management often estimates seasonal demand for hotel and finally discounts are

offered to clients. Hence, firms achieve higher sales revenue. Schemes are modified by
forecasting the number of customers and thus strategies are planned accordingly. Thus, new
offers and attractive offers are created beforehand for customers which provide huge benefits.
4.4 Calculate room division performance indicators to measure success of accommodation sales
Room Performance Indicators include average room rates, average sleeper rates and
sleeper occupancy rates (Lovelock and Patterson. 2015). These all are based on total number of
rooms sold and available in the hotel.
Room occupancy percentage = (Rooms occupied/Total Rooms)*100
Double occupancy percentage= (Double Rooms occupied/Total double rooms)*100
CONCLUSION
Finally, it is concluded that Room Division Operations Management plays an important
role in hospitality sector. Hilton' room division management comply with all legal and statutory
formalities and fulfill the needs of customers on time. It has its accommodation facilities and
proper interior designing that yields revenue at large scale. Organization has skilled and well-
experienced staff to serve customers effectively. All rooms are kept clean and are decorative.
Complete management system maintains record of its customer so that it can track them and
retain them.

REFERENCES:
BOOKS & JOURNAL:
Albayrak, T. and Caber, M., 2015. Prioritisation of the hotel attributes according to their
influence on satisfaction: A comparison of two techniques. Tourism Management, 46,
pp.43-50.
Berezina, K. and et.al., 2016. Understanding satisfied and dissatisfied hotel customers: text
mining of online hotel reviews. Journal of Hospitality Marketing & Management, 25(1).
pp.1-24.
Bresler, N.C., Wadawi, J.K. and Herbst, F.J., 2015. Normative versus perceptual gap analysis of
hotel product quality as a service to tourism in Kenya.
Davis, B. and et.al., 2018. Food and beverage management. Routledge.
Han, H. and Hyun, S.S., 2017. Impact of hotel-restaurant image and quality of physical-
environment, service, and food on satisfaction and intention. International Journal of
Hospitality Management. 63. pp.82-92.
Hobson, E., 2018. Front-of-house keeping. Professional Beauty, (Jan/Feb 2018), p.110.
Ivanov, S., 2014. Hotel revenue management: From theory to practice. Zangador.
Kensbock, S. and et.al., 2016. Performing: Hotel room attendants’ employment experiences.
Annals of Tourism Research. 56. pp.112-127.
Khanau, A., 2015. The impact of hotel interiors on customer’s loyalty intentions (Master's thesis,
University of Stavanger, Norway).
Lee, D. and Lee, H., 2016. A study on characteristics of sensory richness towards healing
environments at the lobby of geriatric hospital using biophilic design approach. Korean
Institute of Interior Design Journal. 25(3). pp.21-30.
Lovelock, C. and Patterson. P.. 2015. Services marketing. Pearson Australia.
Marshall, T., Mottier, E.M. and Lewis, R.A., 2015. Motivational factors and the hospitality
industry: A case study examining the effects of changes in the working environment.
Journal of Business Case Studies (Online). 11(3). p.123.
Mohsin, A. and Lengler, J., 2015. Service experience through the eyes of budget hotel guests: do
factors of importance influence performance dimensions?. Journal of Hospitality and
Tourism Management. 23. pp.23-34.

Mustapić, M. and Vlahov, A., 2015. Importance of design in architecture for positioning hotels
on tourism market. Acta turistica. 27(2).
OZKAN, A., YILDIRIM, K. and TUNA, D., 2017. Influence of Design Styles on User
Preferences in Hotel Guestrooms. Online Journal of Art and Design. 5(2).
Pane, I.F., 2018. Business Hotel and Convention Hall Selayang. International Journal of
Architecture and Urbanism, 2(1).
Pérez, M.J.R., 2015. Paradores, Pousadas and Habaguanex. Restoration in the public hotel
industry. Cuadernos de Turismo. (35). p.489.
Raha, S. and Ariffin, H.F., 2017. Predictors of training and job performance of 3-star and 4-star
hotel front-line employees.
Sanaei, Z. and Jafari, A., 2016. Vernacular Architecture Examine-How Effective Traditional
House Architectural Plan in Natural Ventilation Mazandaran (Sample Porch of the Old
House in Amol).