Services provided by Room Division operations in Marriot hotel

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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