Services offered by rooms division operations

This assignment explains the service provided by rooms division operations, it also covers roles and responsibilities of guest service manager within hotel rooms division department and justified legal as well as statutory regulations within hotel operations.

ROOMS DIVISION
OPERATIONS
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Services offered by rooms division operations......................................................................3
Responsibilities and roles of guest service's manager within hotel rooms division department 4
Legal and statutory regulations within hotel operations.........................................................6
Evaluating the Revenue management...................................................................................7
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Hospitality business like hotels is one of the profitable and popular sector in business
arena. Hospitality industry provide different types of services to its guest with range of firms
operating under it since for so long. The current report is based on Forest of Arden & country
club, in UK. This assignment explains the service provided by rooms division operations, it also
covers roles and responsibilities of guest service manager within hotel rooms division
department and justified legal as well as statutory regulations within hotel operations.
Furthermore, at last through this study Yiled management including their components and high
demand tactics apply by them within hotel to increase daily room rate average & occupancy will
discusssed.
MAIN BODY
Services offered by rooms division operations
Room division department within hotel provide range of services to its guest in order to
make them comfortable and satisfied their needs. This department offering services related to
guest rooms. Housekeeping is one of its service that they offer to people before arrival period
and during stay.
Housekeeping department is accountable for this service within Forest of Arden hotel
and country club. The role of this section is to keep venue or guest room clean it is the part of
customers services (Devrim Yilmaz, 2017). Cleaners and maids vacuum furniture and rugs in
hallways, public areas and rooms. They gather trash and empty waste baskets, make beds and
change bed sheets before guest arrive in a room to stay for short or long term period.
Housekeeping department provide its best services to people, they perform other essential
functions as well along with cleaning such as planning and scheduling, the main function of this
department is sanitary. Refilling soap, toilet paper dispensers in guest rooms and putting
toiletries properly are the other functions of housekeeping section. They provide services after
identified which rooms or areas will be cleaned. It contributes to high amount of profit though it
is considered as an ancillary services. They are able to perform all the duties and responsibilities
towards maintaining, running and orderliness Hotel property. The staff of this department is
accountable to maintain the best possible state in terms of cleanliness and keeping it at extremely
desirable ambience (Etcuban, 2019). It also works and do their job pertaining to decoration of
firm premises. Guest rooms, guest bathrooms, parking, garden, banquets, conference halls, sales

and admin office are the areas where housekeeping department provide their services and
accountable to keep them tidy and clean.
Along with housekeeping services, room division operations provide front office service
as well which is also very essential department of Forest of Arden Hotel & Country club. It is
one of the main selling area of firm and accountable for basis services includes accommodation
and guest services, reservation, general data and revenue management.
Front office department offer and performs a number of services such as reservation &
registration (Stickdorn and et.al., 2018). It is the main task of this section, people upon arrival in
hotel approached them for room reservation and workers of this department in charge informs
accessibility of rooms and then provide it to them by documenting visitors details. Front office
department staff trained to tactfully handle guest complaints and give quick response to them in
effective manner. Daily care of guests rooms and of facilities are part of their services.
Housekeeping department provide necessary information to its guest regarding sports,
amusements, tours, transportation and other services that help to aware them about all these
things, and they can utilize it. Front office staff knack of persuading guest to opt for grander
room at the best price (Ray, 2017). It can be utilized by hotel operators for promotion and selling
of their rooms. Services offered by this department play vital role of Forest of Arden Hotel &
Country club as it help to generate awareness among group of visitors about hotel services or
goods they catered with better pricing strategies. Accommodation services provided in hotel
services include huge number of rooms. The data catered to guest to respective standards of
rooms play a crucial role. Furthermore, the info provided by this department will also beneficial,
it requires role of hotel services to spread awareness in channelized way in order to accomplish
data of room services.
Responsibilities and roles of guest service's manager within hotel rooms division department
Guest service manager job role within Forest of Arden Hotel & Country club is quite
interesting as they had to communicate with different types of people at premises (Al-Aomar and
Hussain, 2017). Its accountabilities include greeting people when they arrive in hotel,
coordinating their check ins to allocate rooms and informing visitors about hotels facilities and
services that they can utilize according to needs.
 Guest services manager is accountable for managing travellers and front office operations
effectively.

 They assist with check out and in, responds to requests of guest and their complaints
regarding quality of food and other things.
 The role of guest service manager is to oversee lobby operations and how amenities such
as valet service and spa operations. It includes more activities such as oversees all guest
services operations, including reservation, bell staff, transportation, front desk and PBS
services to assure guest and quality satisfaction (Cvelbar, Grün and Dolnicar, 2017).
 Guest service manager is responsible for training new guest service department workers,
answers letter or call of inquiry regarding availability and rates. They need to maintain a
thorough knowledge of room frame locations kinds of rooms, package plans, room rack
operations and hotel facilities.
 The major role-played by guest service manager is to set standard for service
expectations by investigating each aspect of consumers experiences from beginning to
end and personally intervening to right below standard service problems.
 The accountability of this role is to positively counsels and coaches workers to achieve
the highest quality of facilities in all areas (Belarmino and et.al., 2019). Service guest
manager is responsible for extending and demonstrating same caring for need of guests,
attitude with employees, and also demonstrating abilities and care when scheduling,
mentoring, developing and managing team.
 The role of service guest manager is to carefully maintained sanitation, safety and health
standards in all work areas (Scerri, Jenkins and Lovell, 2017). They closely followed and
comply standard processes for safe food preparation, presentation and assembly to assure
consumers satisfaction.
 Service guest manager job role is full of accountabilities, such as resolving guest
complaints professionally and quickly. They consider and focus on maintaining a neat,
well-kept appearance including impeccable personal hygiene.
Guest service manager enhance the productivity of hotel more than its competitors by
improving and developing the skills as well as knowledge of staff. They allocate all the rooms to
include, special requests such as furniture and any other necessitate as directed by FOM. They
had to be flexible at all time to cover unexpected requirements and demand of hotel and outlets.
Guest service manager assumes accountability for gaining feedback from their guests, they often
conduct consumer satisfaction surveys to assure satisfactory level of visitors. As operational role,

key accountabilities will be performing management duties on daily basis within hotel. They
primarily focus on needs and requirements of consumers and assure that they are being fulfilled
on timely and effective manner. Along with this, there are many responsibilities consummated
by guest service manager in order to increase brand reputation in marketplace through providing
effective services. They provide and assure flawless, professional, upscale and top class guest
service experiences. It displays a leading and pro-active role in term of service, development,
culture, systems, team image, skill and procedures development. Role of guest service manager
is to take reservation using firm booking system, assuring maximum rates and occupancy are
obtained.
Legal and statutory regulations within hotel operations
The requirements for statutory and legal cause include proper formation of room services
within Forest of Arden hotel & country club. It includes the most common rules such as day to
day maintenance of room and area offered to guest. It keeps cleanliness elements up, shows
governance of firm and also cater good standards of room. There are few examples of legal and
statutory requirements, that had to be considered by hotel in order to run its business successfully
within hospitality industry for long period.
Protective clothing-
Before cooking and preparing food for guest, food production department of hotel must
wear gloves and clothes which are designed to protect either wearer' body and other things of
clothing from hazards such as infection and heat. Food service manager must consider this
requirement while performing day to day task, they should guide staff to wear hair nets and
disposable aprons because it helps them to prevent contamination of food and other products
used by workers as well as consumers (Su and Li, 2016). Food production department comply
with many levels of protection and control to assure safe handling of eating products.
Consumer law-
Consumers law or consumer protection law is considered as an area of regulations that
regulates private law connections between businesses and individual customers that purchase
those services and goods. In order to run and operate business effectively within hospitality
industry Forest of Arden Hotel & Country club consider this legal requirement as it is beneficial
for business in term of profitability. Guest service manager provide the best services to its guest
and communicate in effective manner in order to satisfy their needs. People have right to make

complaint against services sector regarding quality of products and other items which is not
appropriate for them.
Data protection-
It is one of the most essential factors considered by hotel to make business more
stressfulness and increase their growth rather than other within hospitality industry. It was
designed to modernize laws that secure personal information of individuals, data protection Act
2018 boosts right of person and gives them more power to control over their personal data.
Forest of Arden hotel & Country club must comply this act within business operations function
that help to protect data of workers and its consumers save for longer period. Management do not
share personal information of people to anyone without getting individual permission.
Hotel records (Immigration)-
As most important part of regulations, firm is mandatorily needed to maintain records
and all details of their guest both domestic and international because it keeps them save for
illegal activities (Crangle, 2018). Manager gather all the data about its guest and record info
about their departure as well as arrival. They need to keep hotel or immigration records for a
period of at least 1 year including in writing of date of arrival of every guest and all information
given to manager. In simple words, by complying with immigration records, firm manager need
to gather following data from guest on their arriver, such as full name, nationality, number and
other things.
Hazardous substances-
Forest of Arden hotel and Country club is highly concerned about their guest heath &
safety, according to legal requirements they assure that it highlights and offers warning regarding
all those equipments and substances that are in hotel premisses utilize in difficult situation, and
can cause harm or injury to staff and visitors as well.
Evaluating the Revenue management
Revenue or yield management are concerned mainly with selling of products or services
to its customers at right place, right time and reasonable prices. Revenue management is defined
as pricing strategy that are based over the understanding and influential consumer behaviours for
maximising the revenues and returns in the given time period. Revenue management is very
important aspect for every business enterprise so is for hotel industry. As the main motive pof
every business is of increasing the sales and maximising the return ratios. No business enterprise

can survive in the market without achieving growth by proper and effective revenue management
strategies. Major elements to be considered by the managers in Forest of Arden Hotel are as
follows.
FIT Bookings
This is a division of the hotel where the special category of rooms are separated that are
booked for free travellers. Transient rooms are booked mainly by the visitors before 3 to 4
weeks of date of arrival in advance. The strategy adopted by the hotel have direct impact over its
revenues. This helps managers in improving their revenues as they get the time to decide the
booking pace and identifying the revenues that will be generated on these bookings.
Group Room bookings
This is a strategy used in yield management for increasing the revenues and is the key
part in deciding the room sales. Group room bookings refers to the scheme where the bookings
are received by hotel in advance in three to four months of actual arrival (Breaux and Collins,
2017). They are generally made group occasions such as wedding, business conferences and
seminars for more than a day. The group bookings are highly profitable for the hotel and are
promoted by giving discounts and other offers.
Food & Beverage Activities
This sector of the hotel is equivalently important as room bookings as it is the second
highest revenue generating department. They have high yield for the hotel and are therefore
required to be focused by the revenue managers. It provides special catering services and other
dining services giving mesmerising and unique experience to the customers visiting the hotel. It
provides special drinks and is famous for the British beverages. This has helped the company in
generating high revenues and further enhancement of the activities for increasing the revenues.
Special occasions
Special occasions refers to the events conducted in hotels on special events such as
festivals, tournaments conducted in its golf course. These special generate high revenues for the
hotel and therefore are given focus by the revenue managers.
High demand tactics for yield management for increasing the hotel room rates
Forest of Arden hotel used various tactics for increasing the revenues and increasing the room
bookings.
Special offerings

Customers and guests are always in search of new offering and services. Customers are
attracted towards the businesses that add value to their money by providing special services.
Hotel may provide special offering to its customers on the special occasions and events. This is
an effective strategy for attracting new customers and retaining the existing ones (Kong and Hur,
2020). Hotel can increase its revenues by giving discounts the customers on group bookings and
planning the parties. This will help customers in increasing the revenues of hotel.
Outsourcing
This is the trending strategy adopted by business for reducing the costs and maximising
the revenues. Outsourcing refers giving some of its activities to outside agencies. This decreases
the operational costs of hotel that helps in increasing revenues. For example it may outsource its
laundry services or cleaning services it will cost lower than incurred by them.
CONCLUSION
From above analysis, it has been concluded that rooms division operations provide
housekeeping and front office services to its guest in order to satisfy their needs according to
demand. Furthermore, it has been summarized that by complying with statutory and legal
requirements' hotel can succeed for longer and increase profitability rather than before. They
follow all the legal aspect and regulations that satisfy people and assure them about the concern
of hotel regarding their safety and healthy as well.

REFERENCES
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