Services provided by Room Division operations in Marriot hotel

This report critically evaluates the services provided by Room Division operations in Marriot hotel, including front office and housekeeping departments. It also analyzes the roles and responsibilities of the Guest Services Manager and discusses key legal and statutory regulations within the hotel operations. Additionally, it examines yield management tactics for increasing daily room rate occupancy and average.

ROOMS DIVISION
OPERATIONS
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY..................................................................................................................................1
1. Critically evaluate the services that provided by Room Division operations in Marriot hotel
of front office and housekeeping department..............................................................................1
2. Critically analyse roles and responsibilities of Guest Services Manager within the hotel
Rooms Division Department.......................................................................................................3
3. Knowledge and understanding of key legal and statutory regulations within the hotel
operations.....................................................................................................................................4
4. Critically analyse the yield management or revenue management with its elements. What
are the high demand tactics of yield management that can be applied within the hotel for
increasing Daily Room rate occupancy and average?.................................................................5
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Room division operation management is important aspect that consider several activities
which deals with creation of pleasant and enjoyable environment. It is essential for manage
customer satisfaction with providing different services (Hemmington, Kim and Wang, 2018). In
this consideration, present study based on Marriott hotel which is one of the largest enterprise in
the UK. The organisation consist brand on foundation of guide certain principles that remain
embedded within the organisation’s culture in today’s time.
In the present report, it covers services that provided by Rooms division operations in front
office and housekeeping areas of Marriott hotel. Furthermore, roles and responsibilities of guest
service manager will be explained in this study. At last, it discusses critically analyse of yield
management and revenue management and demand tactics of yield manager management to
increase the daily room rate occupancy and average.
MAIN BODY
1. Critically evaluate the services that provided by Room Division operations in Marriot hotel of
front office and housekeeping department
Room division operations management consist several importance in Marriott hotel of
front office and housekeeping department. This is because, customers are generally lay emphasis
on availability of rooms, clean and equipped rooms. Therefore, following services provided by
Room division operations in the chosen business:
 Accommodation: In order to deal with front office different services of front office
department, it can be stated that proper accommodation services is one of the important
responsibility to serve customer in significant manner. Accommodation facilities also
differ from place to place (Arman and Kasmita, 2018). Therefore, department manages
several rooms for making customer satisfaction and comfort. As critical evaluation, it can
be said that front office desk must be managed with experience and skilled person which
helps to increase satisfaction level of guest in positive consideration.
 Reservation: Another important service that provided by front office department of
Marriott hotel is reservation of customers for particular room as per their needs and
requirement. They are also responsible for handle their guest request for reservation of
different rooms. For instance, booking for groups, individual, couple, etc. They are also
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maintain customer records, vacant or occupied rooms, dace ant time of arrival, etc.
(Noone, Enz and Glassmire, 2017).
 Housekeeping and uniformed services: As critical evaluation, it can be stated that
housekeeping department staff manage different kind of uniformed services that helps to
maintain cleaning in the rooms (Arman and Kasmita, 2018). Furthermore, they are
providing special services to their customers in Marriott hotel which helps to fulfil needs
of customers which they demanded.
 Booking and customer satisfaction: Customer satisfaction is important element of any
organisation. Therefore, it can be stated that housekeeping department mainly consider
their participation in customer satisfaction (Lee, Lee and Han, 2019). In this regard, as
per customer’s needs, they deliver services which will be helpful to the chosen
organisation to accomplish their goals and objectives. Furthermore, housekeeping staff
members are also looking for customer’s laundry facilities, breakfast, lunch, dinner,
ironing, etc. Therefore, it play important role in manage customer satisfaction in
systematic manner (Noone, Enz and Glassmire, 2017).
 Cleaning and maintaining rooms: Furthermore, in critical evaluation of housekeeping
department services it can be stated that they need to provide rooms with proper cleaning.
In this regard, it is essential to maintain rooms with proper and germs free. In this
consideration, Marriott hotel will easily make their customer comfort and fulfil their
needs and requirements easily. On the basis of this services, it can be stated that skilled
staff maintain rooms and its cleaning effectively (Hemmington, Kim and Wang, 2018). In
addition to this, staff of housekeeping department also need to clean toilets, showers,
baths, mirrors, bathrooms, wiping appliances and cabinet doors, etc.
 Sanitary in proper way: As critical evaluation, it can be stated that maids and cleaners
must vacuum rugs, rooms, furniture of rooms, etc. in Marriott hotel rooms. They should
properly collect trash and empty wastebaskets, change in sheets, etc. In this way, proper
cleaning can be maintained in the hotel. Therefore, it impact positive on guest which
helps to increase their satisfaction level as well (Arman and Kasmita, 2018).
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2. Critically analyse roles and responsibilities of Guest Services Manager within the hotel Rooms
Division Department
Guest service manager is professional person who engaged in handling of hotel operations
and ensure that all functions work smoothly in effective manner. They have major
responsibilities in Marriott hotel to enhance leaps and bonds. Hence, their roles and
responsibilities play vital role within the chosen organisation (Noone, Enz and Glassmire, 2017).
As critical evaluation, they need to focus on requirements and needs of each guest which must be
fulfilled with different strategies. As a result, better understanding with each and every customer
will be develop in positive consideration. Different roles and responsibilities are as follows:
 Manage labour and staff requirements: Guest manager of Marriott hotel possess several
roles and responsibilities. In this consideration, they need to focus on manage appropriate
number of staff and labour to fulfil guest needs and requirements. For instance, cleaning,
serving food, etc. Hence, they have to ensure that daily activities executed in proper
manner within the organisation. It helps to manage all work in the business in systematic
manner (Noone, Enz and Glassmire, 2017).
 Proper security system: Furthermore, staff members of guest manage in Marriott hotel
need to ensure perfect security system that helps to properly functioning. In addition to
this, they need to focus on good working conditions so that hotel environment will be
safe and secured for the organisation. In this aspect, it can be stated that customer feel
proper security within the organisation (Lee, Lee and Han, 2019).
 Better customer services: In order to deal with Marriott hotel services, it can be stated
that guest manager need to deal with better customer services to attract more guest at
workplace. In addition to this, customer’s problems must be solved with their special
request. In this regard, they can fulfil customer’s needs in systematic manner (Rodríguez-
Algeciras and Talón-Ballestero, 2017).
 Proper tracking of inventory: As critical evaluation, keep proper records and supplies it
with requisition as per requirements of customers. In this way, keep updated reports with
relevant data so that it can be present in meeting whenever it is requested (Arman and
Kasmita, 2018). On the basis of proper tracking, it can be said that Marriott hotel will
fulfil needs of their customers easily.
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 Proper availability of staff members: In order to keeps tabs on availability of staff
members especially at peak seasons and make proper arrangement for hiring new staff
members. Along with this, training also provided to different staff members that helps to
accomplish desired results at workplace (Rodríguez-Algeciras and Talón-Ballestero,
2017).
 Proper awareness towards customers: Staff members need to become more aware of the
particular issues that are faced by customers and make sure that better solutions are
offered to them as well. In this consideration, Marriott hotel can easily deal with different
customers that helps to maintain proper awareness towards guests. It is the best way to
make sure that better solution that offered to them (Noone, Enz and Glassmire, 2017).
 Take care of guest: One of the best responsibility of guest manager is that taking care of
all guest that come to Marriott hotel. With respect to deal with different guests, several
amenities and facilities must be applied to ensure that they are remain content and
satisfied (Lee, Lee and Han, 2019). Hence, it is one of the important for guest manager to
take proper take care of guest.
3. Knowledge and understanding of key legal and statutory regulations within the hotel
operations
With respect to deal with different activities of hotel industry, it can be stated that industry
need to consist proper fulfil of rules and regulations that are included in hotel operations of
Marriott hotel. Different legal and statutory regulations are as follows:
 Equality Act, 2010: This provision is made for maintain equality for different customer
or guest in same manner. With this consideration, it can be stated that staff members of
the chosen business has not allowed to discriminate their guest on the basis of any
element such as disability, gender, sex, religion, maternity, etc. It is must be followed in
Marriott hotel for customer protection (Noone, Enz and Glassmire, 2017). Therefore,
discrimination is not allowed in any aspect of hotel operation in the organisation.
 Data Protection Act, 1998: Furthermore, staff members need to protect personal data of
their staff members and customers as well. For consumer protection, Marriott hotel need
to hold their personal information must be kept very secret. It has been used when it
required on anyone request and specified time. It is one of the best aspect to maintain
secrecy (Chibili, 2017).
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 Consumer Contract Regulations, 2013: This regulation has been applied to goods and
services that are not provided face to face transaction where customers not able to inspect
when they are purchase (Wood, 2017). Furthermore, this regulation must be applied in
Marriott for delivery of perfect goods to each and every guest.
 Occupier’s Liability Act, 1957 and 1984: In the chosen organisation, the person who
controls the premises is also liable for maintain physical safety of each and every person
who come to these premises (Hemmington, Kim and Wang, 2018). Furthermore, in
Marriott hotel it is essential to consider duty and care for each and every customer in
systematic manner.
 Employer’s Liability Act, 1969: Employers must consider insurance of all their
appliances so that they can also cover minimum insurance. They need to display
certificate at their place of business. In Marriott hotel, this act is helpful to consumer and
community protection (Lee, Lee and Han, 2019). Therefore, self-catering is important
aspect for the whole organisation.
 Management of Health and Safety at work regulation, 1999: Another important
consideration in the Marriott hotel is management of health and safety of different
appliances. With the help of this act, manager need to concentrate on safety in swimming
pools requires with risk assessment and need for constant supervision. It helps to make
guest protection. With guest protection, safety can be maintain in significant manner. In
this aspect, safety in swimming pools requires with risk assessment with constant
supervision (Qoura and Khalifa, 2016).
4. Critically analyse the yield management or revenue management with its elements. What are
the high demand tactics of yield management that can be applied within the hotel for
increasing Daily Room rate occupancy and average?
Yield management or revenue management referred as the maximum amount of revenue
that accomplished from different fixed resources with considered different strategies (Ramdeen,
Taylor and Lee, 2019). Maximum amount of yield from the sources is the better for make higher
growth. In Marriott hotel different kinds of strategies applied that helps to enhance average room
occupancy as well. With the help of increasing in room occupancy in financial year that provides
management with more yield. In addition to this, better occupancy, rooms must be provide as per
requirements of customers. Each person allotted with their needs for instance single room
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allotted to single person, twin room allotted to groups of several individual (Rodríguez-Algeciras
and Talón-Ballestero, 2017).
 Different pricing strategies: Marriott hotel need to apply different kind of pricing
strategies that helps to gain more revenue in the business. As critical evaluation, it can be
stated that at different season’s distinctive pricing strategy will assists to look for more
gaining from different guest and customers. Along with this, it will assists to provide
different offers to regular customers all the time. In this consideration, it can be stated
that customers are easily attracted that increase daily room rate occupancy at workplace
of the chosen business (Kimes, 2016).
 Close or restrict discounts: Furthermore, as critical aspect different kinds of discounting
system generally attract more guest within the organisation. In this aspect, minimum
length of stay restriction can assist to develop property that enhances room nights. For
different groups, it is essential to deal with minimum time of discounts at workplace. It
will assists to maintain pattern of the organisation (Muskitta, Morasa and Alexander,
2018). In addition to this, analyse the discount and restrict it with maximum average rate.
For longer stay customers, discount can be applied by Marriott hotel.
 Apply minimum length for restrict carefully: In this regard, it can be said that minimum
length of stay restriction that can assists to increase room occupancy in positive aspect
(Arman and Kasmita, 2018).
 Reserve close to arrival dates: Furthermore, it can be critically evaluate that reservation
in Marriott hotel must be taken for certain date as long guest arrives before the date. With
check-in facility, staff members need to focus on provide proper close to arrival dates.
 Evaluate benefits through sell through: In order to sell different services, it is essential to
required stay that can begin before arrives before the date (Noone, Enz and Glassmire,
2017). Property is able to control negative impact on the organisation. This is often used
while peak occupancy exist in the chosen business. Management must be ensure that
proper reservation must be considered at workplace.
 Apply full prices: In order to consider critical evaluation, it can be said that high demand
situation charge full price for executive rooms (Thio and King, 2016).
 Consider a rate raise for different packages: When the chosen organisation offer
different kinds of packages with discount, it can be critically evaluate that staff members
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need to consider different package that raising rates within the different kinds of
packages. With the help of possible discount, it can be said that organisation will easily
promote their room rate occupancy (Zhang and Weatherford, 2016).
 Competitor’s consistent pricing: With critical aspect of evaluation, it can be said that
charges rates consistent with particular competition. On the basis of limit rate increases,
central reservation system, Marriott hotel need to focus on their effective pricing.
Furthermore, listed in brochure for particular period of time must be provided that helps
to accomplish desired results in the organisation (Egan and Haynes, 2019).
CONCLUSION
From the present report, it can be concluded that rooms division operations management
consider important role within the hospitality industry. With this consideration, present report
based on Marriott hotel that consider different services by front office manager and
housekeeping department of the organisation. Furthermore, it summarised about the guest
manager roles and responsibilities which assists to understand their work for guest satisfaction in
systematic manner. On the basis of their role, it can be said that each and every customer
satisfied with perfect service. Moreover, it can be articulated about different statutory and legal
regulations must be successfully applied that assists to lead with more success in positive
consideration. The numerous roles and responsibilities helps to increase positive outcomes at
workplace in systematic manner. At last, yield and revenue management strategies will assists to
attain more effective outcomes to ensure that best services to their customers ascertained in
systematic manner.
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REFERENCES
Books and Journals
Arman, M. and Kasmita, K., 2018. Pengaruh Pengawasan Supervisor di Room Division
Terhadap Kinerja Karyawan Hotel Axana Padang. Jurnal Pendidikan Teknologi
Kejuruan, 1(4), pp.161-166.
Chibili, M., 2017. Modern hotel operations management. Routledge.
Egan, D. and Haynes, N.C., 2019. Manager perceptions of big data reliability
in hotel revenue management decision making. International Journal of
Quality & Reliability Management. 36(1). pp.25-39.
Hemmington, N., Kim, P.B. and Wang, C., 2018. Benchmarking hotel service quality using two-
dimensional importance-performance benchmark vectors (IPBV). Journal of Service
Theory and Practice.
Kimes, S.E., 2016. The evolution of hotel revenue management. Journal of Revenue and Pricing
Management, 15(3-4), pp.247-251.
Lee, S., Lee, K.S. and Han, H., 2019. Hotel restaurants’ challenges and critical success factors in
Klang Valley, Malaysia: the inseparable roles of support centers and revenue
streams. Journal of Quality Assurance in Hospitality & Tourism, 20(1), pp.16-43.
Muskitta, C.J., Morasa, J. and Alexander, S., 2018. Analisis Penerapan Activity Based
Management Untuk Meningkatkan Efisiensi Pada Hotel Gran Central Manado. GOING
CONCERN: JURNAL RISET AKUNTANSI, 13(03).
Noone, B.M., Enz, C.A. and Glassmire, J., 2017. Total hotel revenue management: A strategic
profit perspective.
Qoura, O. and Khalifa, G.S., 2016. The Impact of Reputation Management on Hotel Image
among Internal Customers: The Case of Egyptian Hotels. International Journal of
Heritage, Tourism, and Hospitality, 7(2).
Ramdeen, C., Taylor, M. and Lee, S., 2019. The Tendency of Hotel Rooms Division Managers
to Create Budgetary Slack. Journal of Hospitality Financial Management, 27(2), p.4.
Rodríguez-Algeciras, A. and Talón-Ballestero, P., 2017. An empirical analysis of the
effectiveness of hotel Revenue Management in five-star hotels in Barcelona,
Spain. Journal of Hospitality and tourism Management, 32, pp.24-34.
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Thio, S. and King, B., 2016. The managerial competencies required by Indonesia’s leading hotel
groups: A preliminary investigation. Heritage, Culture and Society: Research agenda
and best practices in the hospitality and tourism industry, p.95.
Wood, R.C. ed., 2017. Hotel Accommodation Management. Routledge.
Zhang, D. and Weatherford, L., 2016. Dynamic pricing for network revenue
management: A new approach and application in the hotel industry.
INFORMS Journal on Computing. 29(1). pp.18-35.
Online
POTENTIAL HIGH AND LOW DEMAND TACTICS – HOTEL FRONT OFFICE REVENUE /
YIELD MANAGEMENT, HIGH DEMAND TACTICS. 2019. [Online] Available through:
<https://educatererindia.blogspot.com/2017/06/potential-demand-tactics.html>.
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