Hotel Front Office and Housekeeping Performance Analysis

This assignment analyzes the importance of front office and housekeeping divisions in a hotel. It discusses various tools for increasing sales, such as customer loyalty schemes, and how they can lead to higher revenue if used effectively. The assignment also presents performance indicators like room occupancy percentage, average room rate, and revenue per available room.

Rooms Division Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Accommodation and front office in different organisations.................................................1
1.2 Role and responsibilities of room attendant and front office................................................2
1.3 Legal and statutory requirements relating to room division operations................................2
1.4 Services provided by room division in different type of hospitality businesses...................2
TASK 2............................................................................................................................................3
Covered in PPT...........................................................................................................................3
TASK 3............................................................................................................................................3
3.1 Significance of property interior and design to effective management................................3
3.2 Planning and management of accommodation service function...........................................3
3.3 Operational issues relating to human resource within housekeeping and quality linen
control.........................................................................................................................................4
TASK 4............................................................................................................................................4
4.1 Performance revenue and yield management activities........................................................4
4.2 Sales technique to promote and increase revenue.................................................................4
4.3 Purpose and utilisation of forecasting and statistical data....................................................5
4.4 Room division performance indicators.................................................................................5
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6
.........................................................................................................................................................6

INTRODUCTION
Room division is the integration of various departments and function who play significant
role in deliver expected services to customers (Lewis and Brown, 2012). This assignment is
based on clientele hotel. This organisation is situated in London. Work done by front office and
housekeeping wing will become part of this file. A discussion on some important legislations
like health and safety act 1974 will be done in this project. Front house area of hotel is one of its
significant part, it value will be explained for assuring effective management. Interior design and
their various types will get cover under this report. Every organisation face different operational
issues which can be related to housekeeping or an other activity. These problem will be included
in this file. Some calculation revenue per room etc. will be done at the end of this assignment.
TASK 1
1.1 Accommodation and front office in different organisations
In hospitality industry, there are various types of organisation like five star hotels, budget
hotel, guest house etc. Below is proper explanation of accommodation, front office and
housekeeping:
Accommodation – It is a place where people stay at the time of travelling. They get basic
facilities like food, T.V and other facilities at an accommodation. Limewood is a five star hotel
and they provide facilities like swimming pool, massage, cab services etc. to their clients along
with basic services. ''Clientele hotel'' operates in budget category and they only provide staying
and food facilities in their organisation.
Front office – It is the first place where a customer go at the time of entering in a hotel
(Front Office Management, 2017). Activities liking booking room, registration of complain etc.
is done at front office. Limewood has many expensive sceneries in their front office and they
use latest technology for checking availability of rooms and booking tickets (Li and et.al, 2014).
''Clientele hotel'' understand that their client do not care about expensive sceneries, they just need
better hospitality at affordable rate and front office try to focus on it.
Housekeeping – This division of a hotel is responsible cleaning premises and all the
rooms. They are accountable for providing comfort to customers. ''Clientele hotel'' is clean room
of their customer 2 type in a day, Limewood has charge more money from clients so they make
sure that housekeeping staff clean common area and rooms at-least thrice a day.
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1.2 Role and responsibilities of room attendant and front office
Room attendants are crucial part of a hotel, their responsibilities are mentioned below:
 Clean rooms and complete premise is one of the main duty of room attendants. They are
responsible for keeping a hygienic and safe environment (Langabeer and Helton, 2015).
 Beside cleaning, room attendants are accountable providing high customer satisfaction to
the clients by communicating them in proper way.
Front office receptionist play significant role in making first impression about hotel, their
responsibilities are as follows:
 They are accountable for giving information about different types of rooms and their
prices to customers. It is their duty to convince client and ask them to avail services from
hotel.
 Another major responsibility which they have to follow is to register and solve
complaints of customers.
1.3 Legal and statutory requirements relating to room division operations
Their are various law which apply to room division, some of them are mentioned below:
Health and safety act 1974 – This act states that employer has to provide different safety
equipments to the employees in order to assure their safety. They should paste warning poster or
images at risky places. These poster should be pasted in a visible area (Khanna, 2015).
Data protection act 1998 – Management of hotel is responsible for securing data of
customers. According to law, they cannot share it without taking permission from respective
client.
Fire regulation act 1971 – This law states that hotel have to install fire extinguishers and
other equipments which are used for controlling fire. Organisation also have to paste clear
instruction regarding what can be done at the time in case of fire like use stair instead of lift.
1.4 Services provided by room division in different type of hospitality businesses
Blue train (Train companies) – They provide food to the customers along with blanket
and pillow so travellers can get every type of possible comfort.
(B&B) – These are the restaurants which also have rooms in it. ''Clientele hotel'' is also
operating in this section and beside staying facilities, they also serve food to their customers
(Ronen, Pliskin and Pass, 2012).
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Cruises – Cocktail parties, dinner, salon and spa are some additional facilities which they
is provided in cruise along with some basic services like accommodation.
TASK 2
Covered in PPT
TASK 3
3.1 Significance of property interior and design to effective management
Interior design: It is an effective strategy of manager to make interior changes in the
Hotel which creates healthy and attractive environment to their clients and staff members. Thus,
it is essentially need for Hotel like clientele to think of changing design of their guest rooms or
suits, function space, public space etc.
Objectives of interior design:
 Arranging accommodated facilities to the in and out going clients
 Giving good atmosphere to the customers.
 Maxing the customer's satisfaction while staying in hotel.
Types of design: Designing lobbies: Decorating lobbies which brings good image in front of customers.
 Guest room configurations: Modifying walls and floors of guest rooms which
maximises customer's satisfaction.
Elements of design:
 Unity and Harmony
 Balance
 Focal points
 Scale and operations
3.2 Planning and management of accommodation service function
Guest supplies – Customer get some special amenities from the side of hotel like Wi-Fi
connection, T.V, sound system, towel, skincare products etc. ''Clientele hotel'' has to plan and
manage that in which room they should provide what amenities.
Controlling and updating status of room – Check in and check out time of customers
need up-gradation so they record of vacant rooms and occupied rooms can correctly be kept.
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3.3 Operational issues relating to human resource within housekeeping and quality linen control
Human resource is an important department of every organisation. Housekeeping and
quality control department has various issues which are mentioned below:
Housekeeping and Quality linen control
 Employees of this division do not have essential training (Caunhye, Nie and Pokharel,
2012). Their communication skills are not up to mark and they fail to fulfil the demand of
customers.
 Most of employees in housekeeping division do have knowledge about how to use new
cleaning instruments. This is restricting them in increasing their efficiency.
 In order to attain their targets, some employees are not focusing on improving quality of
their work like few workers are not washing cloths according to the set standards.
TASK 4
4.1 Performance revenue and yield management activities
Yield management – It is a pricing strategy where a hotel varies prices so they can attract
customers and anticipate demand. These tactics are adopted so manager can assure optimum
utilisation of available resources and maximise revenue.
Following are some high demand tactics:
Discount offers – Giving discount to the customer who visit on frequent basis and in off-
season is an effective tactic for fulfilling the vacant rooms and maximise revenue. Their are
various kinds of discount so they can be adopted according to the suitability of hotel.
Additional perks – Providing free breakfast or cab facilities are some additional facilities
which can be provided without charging any money from customer (Batun and et.al., 2011). This
tactic can play crucial role in increasing loyalty of customers towards hotel. More loyal customer
mean more demand.
4.2 Sales technique to promote and increase revenue
Customer loyalty schemes – Hotel can start a scheme where they provide special
discount to those customer who stay in hotel on frequent basis. They can also initial new scheme
where they special discounts will be given on referrals.
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Promotion of services – This hotel can provide free breakfast and dinner to their first
time visiting customers for one day. This is an effective strategy for making loyal customer
which spending much amount on promotional offers.
Tricks for selling rooms – Giving importance to every single consumer and telling them
benefits of staying in this hotel can increase sale of this hotel. An attractive incentive scheme can
be set for motivating employees.
4.3 Purpose and utilisation of forecasting and statistical data
Forecasting is a best and appropriate technique which enable in predict the future in
advance so that better and appropriate decision related with business could be drive. The major
purpose of statistical data is to present the things properly and made them better to understand.
This is a secondary source of information where chances of gaining better results could be
determine (Assaf and Agbola, 2011). Such data could be utilise for long term decision making so
that investment and expenditure could be take place in better and supportive framework.
Clientele hotel have to determine their future sales in advance with appropriate statistical
framework so that better judgement lead to carried down.
4.4 Room division performance indicators
Room occupancy percentage:
: Total number of occupied rooms / Number of available rooms
: 880/1000= 80%
Average room rate: Room revenue / Total number of rooms sold
: $50000/880= 56
Revenue as per available rooms
: Actual rooms revenue / Number of available rooms
: 50000/1000= $50
CONCLUSION
From the above report, it can be concluded that front office and housekeeping are one of
the most important division of a hotel. Their are different tools for increasing sales like customer
loyalty scheme. If they are used in proper way then most revenue can be earned by organisation.
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REFERENCES
Books and Journals
Assaf, A.G. and Agbola, F.W., 2011. Modelling the performance of Australian hotels: a DEA
double bootstrap approach. Tourism Econompriyanka.rics. 17(1). pp.73-89.
Batun, S. and et.al., 2011. Operating room pooling and parallel surgery processing under
uncertainty. INFORMS journal on Computing. 23(2). pp.220-237.
Bertolini, M. and et.al., 2011. Business process re-engineering in healthcare management: a case
study. Business Process Management Journal. 17(1). pp.42-66.
Caunhye, A.M., Nie, X. and Pokharel, S., 2012. Optimization models in emergency logistics: A
literature review. Socio-economic planning sciences. 46(1). pp.4-13.
Khanna, R.B., 2015. Production and operations management. PHI Learning Pvt. Ltd..
Langabeer II, J.R. and Helton, J., 2015. Health care operations management. Jones & Bartlett
Publishers.
Lewis, M.A. and Brown, A.D., 2012. How different is professional service operations
management?. Journal of Operations Management. 30(1). pp.1-11.
Li, N. and et.al, 2014. A BIM centered indoor localization algorithm to support building fire
emergency response operations. Automation in Construction. 42. pp.78-89.
Ronen, B., Pliskin, J.S. and Pass, S., 2012. Focused operations management for health services
organizations. John Wiley & Sons.
Shekherdimian, S. and Lee, S.L., 2011. Management of pediatric intussusception in general
hospitals: diagnosis, treatment, and differences based on age. World Journal of
Pediatrics. 7(1). pp.70-73.
Spigel, L., 2013. Make room for TV: Television and the family ideal in postwar America.
University of Chicago Press.
Sporn, M.B. and Roberts, A.B., 2012. Peptide growth factors and their receptors I. Springer
Science & Business Media.
Online
Front Office Management. 2017. [Online]. Available
through<https://www.tutorialspoint.com/front_office_management/front_office_manag
ement_quick_guide.htm>.
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