Rooms Division Operations in Holiday Inn

This report focuses on the services provided by the Rooms Division operations in Holiday Inn, including the front office and housekeeping departments. It also discusses the roles and responsibilities of the front office manager, key legal and statutory regulations within the hotel operations, and strategies related to yield and revenue management. The report provides insights into the operations of Holiday Inn and its efforts to enhance revenue streams.

Rooms Division
Operations Management
1

Table of Contents
INTRODUCTION...........................................................................................................................3
1. Evaluate the services provided by the Rooms Division operations (Front office &
Housekeeping Department...........................................................................................................3
2. Roles and responsibilities of front office manager..................................................................5
3. Key legal and statutory regulations within the hotel operations..............................................6
4. Analysis of strategies related to yield and revenue management............................................7
CONCLUSION................................................................................................................................8
2

INTRODUCTION
Room division is considered as a department in hotels that consists several sub
department such as guest services, reservations, front desk and many more. The goal of this
report is to study several aspects that are associated with the operations of the room divisions
within Holiday Inn and focusing on several strategies for enhancing the streams of revenue.
Holiday Inn is a British owned American brands of Hotels founded in 1952, headquarter is on
Denham United Kingdom. It has around 1,173 active hotels as of sept 2018.
Present report focuses on the services of the room division department, yield
management, legal as well as statutory regulations and also roles and responsibilities of the front
office manager. (Heyns, 2020).
1. Evaluate the services provided by the Rooms Division operations (Front office &
Housekeeping Department
Within recent times Hospitality business has becomes more profitable and attractive business
industry. Competition is increasing day by day as all the accommodation facilities within
Holiday Inn and Front office services becomes major concern. Depending upon the broad range
there are several services that can be given by the room division management. There are various
services offered by Holiday Inn that are related to the housekeeping, front office, concerning,
security , guest services as well as communications. Room division services also gives services
at holiday Inn such as welcome drinks, luggage services, valet parking. Thus Holiday inn is
consider as a Luxury hotel and offers the housekeeping services within form of managing guest
room as well as cleanliness regarding all the local areas of the hotel. (Babu and et.al., 2016)
Front office – The front office services that can be offered by the Holiday Inn hotel is known as
the most visible one. Here the Reception Desk is consider as the focal point as it provides the
services that assists communication associated with the various operations of the hotel. Room
assignment, mailing ,cashiering, mailing, registration are all the types of the services that can be
3

presented through the front office department by the guests. They also receives verifies checks
and cash payments. They are also accountable for the guests folios' handling.
The service regarding hospitality firm can be divided into various categories such as guest,
room allocation services, database keeping service. There are some of the officials of the front
office must be lenient so that they can easily attract the customers. They are the one who can
satisfy the customers by solving their problems.
Accommodation- This department is accountable for the maintenance of the hygiene of the
rooms of the Holiday Inn as well as suites. The accommodation department is accountable for
the guests services that are related the maintenance if furniture’s within the guest's room. Here if
any problems arises that it can be solved by the staff members of Holiday Inn and also willing to
fulfilled the needs of the guests (White and et.al., 2018). Apart from the regular services they
also fulfil various other problems such as shoo polishing, ironing beverages and food within
rooms of the Hotels. They are also accountable for delivering the food items that can be ordered
by the guests directly within their rooms. They are also useful for the designing the
accommodation as per the taste of the customers . The accommodation staff of the Holiday Inn
also presents with their 24 hours services to the guests.
Housekeeping- They are accountable for performing all the mention below activities.
Duties provided such as the staff members of holiday Inn followed a detailed worksheet
regarding cleanliness of each cabin.
Hots Tubs are daily maintained by them
Changing of bedding as well as makes beds
Clean as well as polish the fixtures and furniture.
Move as well as arrange the furniture and also turn mattresses.
Replenish supplies such as linens, drinking glass, bathroom items and writing supplies.
Clean and build the floors as well as wall by mopping, sweeping ,scrubbing as well as
vacuuming them.
Cleaning the rooms
Housekeeping department in Hotel Holiday INN mainly records the change within status
if rooms from dirty through the assistance of system for cleaning. The housekeeping department
provide a safe and hygienic rooms to the guests by properly cleaning the floors, bathrooms,
lobby etc whenever the guest leaves and before the next customer arrives.
4

Property management system
This is one of the major operations and functions of the font office in this hotel. PMS
Fidelio is basically the integrated system package which is mainly designed for attaining the
maximum efficiency of hotel. This Fidelio helps the hotel Holiday INN to perform various
activities like managing asset, land, etc.
2. Roles and responsibilities of front office manager
There are various types of employees working in Holiday Inn. Each of them performs
various types of roles and responsibilities according to their job roles. This enables in attaining
goals and objectives of hotel. Similarly, the roles of front office manager is as follows :
Training the front office manager
It is one of the major role that can be play by Front office manager in Holiday Inn. It is
accountable for greeting the consumers as well as dealing with them. A happy customer is one
of the assets for every hotel (Silva and et.al., 2019). Front office manager is considered as one
who greets the guests with a smile on his face every time. Manager focuses on the major link
between guests and hotel. It impacted a good impression within the mind of costumers
whenever they entered in Hotel. The front office also focuses majority by good morning man or
sir or saying hello to their guests members.
Customer service
It is consider as one crucial role plays by the handling all the complaints as well as
grievances of the guests members. The manager of the Holiday Inn handles all the complaints of
the guests such as room services as well as other complaints. It is the front office managers that
handles all the queries of the guests that can be resolved within 24 hours. In addition to this
manager within Holiday inn for accountable for delivering the high quality services that can be
attended with the proper soliciting and gesture their feedback (Fouad, Elias and Esam, 2016).
Responsibilities
Training front office personnel
The major responsibility of the front office manager within Hotel Holiday inn as they are
accountable primarily for giving the training of the people. This training focuses on greeting
consumers and body languages as well as way of talking. The manager of the Holiday Inn also
gives a proper training to their staff members in order to follow the skills as well as qualities.
5

Also they are accountable for the giving training as well as development by making them various
visits workshops so that the can easily enhances the network base and knowledge.
Employee safety act
It is also considered as another act that is mainly associated to assure safety as well as
working towards all the welfare of the staff members. According the act this can gives all the
employees a safe and pure environment that is free from danger. As per this act it mainly focuses
on the employees of the Hotel inn to take various actions that are against the hotel management
within any case of the harassment or exposure to danger. Holiday inn also provides a safe
working environment where the employees incorporating the policy of the sexual harassment
policy. Besides all of this they also provide the safe environment through maintaining the firm
alarm as well as emergency system within workplace (Cengiz and et.al., 2018).
Food safety standard
As per this regulation it is one of the major legal that governs the hospitality sector. As
per this, Holiday inn need to provide the hygienic as well as safe food as well as environment to
the guest members. It is the most significant regulation followed by the Holiday Inn. This law
focuses on the various risk factors that occurs are inadequate cooking, improper food holding
temperatures and contaminated equipment and cooked from unsafe sources as well as poor
hygiene. Therefore, all the regulation was established to minimize the influences the five factors
as Holiday inn focuses on the food quality as well as focuses on giving safe as well as hygiene
food to the costumers. As this hotel trains 200 chefs as they are highly skilled with legal
framework as well as regulations. The waiters and chefs are highly skilled as well as tries to
maintain the proper hygiene within the restaurant as hotels are frequently cleaning the utensils by
using the fresh water as well as regarding for cooking food (Babu and et.al., 2016).
3. Key legal and statutory regulations within the hotel operations.
The hotel has to follow various laws and regulations. these laws contains several
guidelines and policies to be adhered.
Legal and statutory requirements
Drawing the attention of the guests is quite a significant to run the business of Hospitality. With
this concern there are various statutory and legal need . Holiday Inn is very careful regarding
such concerns as the firm gives the safe guards to the luggage carried by the customers. The
6

organization is also contracted accompanied by local firm so that they can easily maintain
issues of the security.
Safety of guest
It is considered as one of the most crucial act and regulation that can runs hospitality
sector. It is known as the basic responsibility of the hotel to provides the security of the guest
members of their hotel. This law maintains the security and safety of the guests as aim is to give
the security to all guests members as they are not under any surveillance camera within their
room. This act provides the privacy norms to their customers as well as keep their information
confidential. Hotel Holiday inn maintains all the data associated with the guests confidentially as
no outsider can access their room number such as their names, and personal information without
their permission. All rooms of the Holiday inn is basically equipped with the security as no other
individual can install camera or any other devices that are restricted or breach someone's privacy.
In addition to this if guest asks for not disturbing them than this can be taken as a great
importance as no other staff member can disturb them without their consent (White and et.al.,
2018).
4. Analysis of strategies related to yield and revenue management
Yield management is a variable pricing strategy, based on understanding, anticipating and
influencing consumer behaviour in order to maximize revenue or profits from a fixed, time-
limited resource. It assists organization in making effective use of resources so that they can
work on increasing their profitability and revenue. This strategy is one of the most important
aspect so that hospitality organization can increase their revenue ratio. It also assists firm in
analysing the behaviour of consumer which is really necessary for firm’s growth. The most
important element of this strategy is being discussed below:
Group room sales: It is the major element in managing yield and revenue of hotel Holiday Inn.
In this aspect the bookings in hotel are being done in advance of the arrival. It can be because of
that there may be chances that prices of hotel rooms rises in future (Gal and et.al., 2016). So
Hotel holiday inn needs understand this trend so that they can be able to earn large amount of
profit. (Silva and et.al., 2019)
FIT room sales: These type of rooms is those that is being given to free travellers who
loves to travel alone and also gets excited in exploring new places. In this the rooms are
generally booked at the time of arrival or can be done before a week or two before arriving to
7

destination. So hotel Holiday inn can increase their profitability by having a check over these
type of travellers.
Food as well as beverage activity: It is also one of the important element that can assist Holiday
Inn in generating more revenue. In this food is being provided to guest in their room and also the
hotel is being engaged in providing Ala carte. It lay positive impact on the revenue of hospitality
organization. They are also involved in providing food and beverages according to taste and
preferences of consumers (Heyns, 2020).
Special events: This element can also assist hospitality organization in increasing their
revenue. In order to attract more consumers Holiday Inn is being engaged in launching so many
special events such as light festival, music and sports festival. This has assisted hotel in creating
consumer loyalty and also helped them in growing and achieving their short term as well as long
term goals and objectives.
Tactics: In order to increase the revenue, Hotel holiday inn is being engaged in applying various
tactics so that their daily room rate and occupancy rate increases.
Leveraging events: Hotel Holiday inn can have engaged in adopting this tactic so that
their occupancy as well as rom rate increases. In this hotel must be engaged in attracting
travellers from the events which happened in and around their destination. They can also provide
exciting offers during the time of event organised.
Selling the products of other hotel: In this hotel Holiday Inn can sale the different product
inside their hotel like soaps, clothes, shoes. So consumer will get attracted and it will also
increase their revenue.
CONCLUSION
From the above study it has been summarized that hotel has been engaged in adopting
various strategies so that their revenue and sales related to room increases. They have made use
of high technology in order to attract more consumers. This has assisted firm in growing and
achieving their short as well as long term objectives. They have also held various events so that
they can attract large range of consumers. This has assisted firm in increasing their profitability
and also consumer belongingness has been increased. Hotel has also provided consumer with
exciting offers so that they can create customer satisfaction.
8

REFERENCES
Books and journals
Babu, R. and et.al., 2016. Dual-porous metal organic framework for room temperature CO 2
fixation via cyclic carbonate synthesis. Green Chemistry.18(1). pp.232-242.
Bernstein, J., 2017. Standing room only: Marketing insights for engaging performing arts
audiences. Springer.
Cengiz, E. and et.al., 2018. Do food and beverage cost-control measures increase hotel
performance? A case study in Istanbul, Turkey. Journal of foodservice business
research, 21(6), pp.610-627.
Fouad, M.A., Elias, A.N.E.D. and Esam, H., 2016. Evaluating the Performance of Employees in
Food and Beverage Department at Resort Hotels. International Journal of Heritage,
Tourism, and Hospitality. 8(1).
Gal, Y.A. and et.al., 2016, July. Which is the fairest (rent division) of them all?. In Proceedings
of the 2016 ACM Conference on Economics and Computation (pp. 67-84).
Heyns, M., 2020. A strategy towards professionalism in the dissecting room. European Journal
of Anatomy. 11(S1). pp.85-88.
Silva, S. and et.al., 2019, March. ICT skills in hospitality. In 2nd International Conference on
Tourism Research (p. 321).
White, A.M. and et.al., 2018. Trends in alcohol‐related emergency department visits in the
United States: results from the Nationwide Emergency Department Sample, 2006 to
2014. Alcoholism: clinical and experimental research. 42(2).pp.352-359.
9