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Report on Rooms Division Operations Management (DOC)

This assignment discusses accommodation and front office services for different organizations, analyzing the roles and responsibilities of staff in these areas.

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Added on  2020-06-04

Report on Rooms Division Operations Management (DOC)

This assignment discusses accommodation and front office services for different organizations, analyzing the roles and responsibilities of staff in these areas.

   Added on 2020-06-04

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Rooms Division OperationsManagement
Report on Rooms Division Operations Management (DOC)_1
TABLE OF CONTENTSINTRODUCTION:..........................................................................................................................1TASK 1............................................................................................................................................11.1 Discuss accommodation and front office services for different organisations.....................11.2 Roles and responsibilities of accommodation and reception services staff..........................11.3 Discuss legal and statutory requirements that apply to room division operations................21.4 Evaluate services provided by the room division in a range of hospitality businesses.........3TASK 2............................................................................................................................................3Covered in PPT...........................................................................................................................3TASK 3............................................................................................................................................33.1 Importance of property interiors and design to effective management.................................33.2 Discuss the critical aspects of planning and management of the accommodation servicefunction ......................................................................................................................................43.3 Key operational issues affecting the effective management and business performance......4TASK 4............................................................................................................................................54.1 Perform revenue/yield management activities to maximise room revenue..........................54.2 Sales techniques that rooms division staff can use to maximise revenue.............................54.3 Purpose and use of forecasting and statistical data...............................................................54.4 Calculate room division performance indicators to measure the success of accommodationsales.............................................................................................................................................6CONCLUSION:...............................................................................................................................7REFERENCES:...............................................................................................................................8
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INTRODUCTION:Housekeeping department plays a crucial role in managing and maintaining the overallservices in hospitality sector. It is their role and responsibility for room maintenance and services(Winter, 2017) Moreover, staff has to ensure that customer does not face any problem related toroom services. Staff communicates with them to identify their needs so that these can beeffectually fulfilled. Besides this, staff has to maintain cleanliness of rooms by making necessaryarrangements. They perform daily operations to improve the internal environment of hotel. Inhospitality sector, customer satisfaction depends on the quality of services. In this report, rolesand responsibilities of service staff are shown. Also, the importance of interior design and itseffectiveness is studied. For this report, organisation selected is The Lanesborough hotel which issituated in London.TASK 11.1 Discuss accommodation and front office services for different organisationsIn hospitality sector, there are various types of services. These services depend onthe size and type of hotels. Also, there are different departments that handle and manageservices which are described as below:- Accommodation- It is a place where people can take rest (Turker and Altuntas, 2014)Generally, it is used by travellers who often travel from one place to another. Thisincludes all sleeping facilities. People can also spend the leisure time. In hospitalitysector, these facilities are available in hotels, apartments, guest houses, etc.Front office services – This place is known as reception where all records regardingrooms and customers are maintained. It also includes services related to daily operations.The people hired for this position deals with payments, room allotment, etc. They listento customer problems and solve them. 1.2 Roles and responsibilities of accommodation and reception services staff`Service staff in The Lanesborough hotel performs a variety of roles. These roles dependon the structure and type of hotel (Drotz and Poksinska, 2014). Their main responsibility isproper maintenance of rooms to ensure its cleanliness. Different staff roles are described asbelow:-
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Reservation supervisor- This person deals with the bookings of rooms and dailyactivities of staff. His role is to ensure proper availability of staff in hotel so thatcustomer needs can be effectually fulfilled. Receptionist- This person comes first in contact with customer. His role is togreet and welcome the customers (Dahles and Susilowati, 2015) Also, theresponsibility of room allocation and dealing with customer problems isperformed by them. Besides this, keeping and maintaining records of staff andcustomers is their duty.Housekeeping- They play a vital role in managing their daily operations ascustomer satisfaction is highly dependent on housekeeping services. Their role isto provide basic services to customers. Also, they regularly check rooms to ensurethat it is properly cleaned. They communicate with the supervisor in case of anyproblem. Moreover, they make efforts to improve the service quality. 1.3 Discuss legal and statutory requirements that apply to room division operationsHospitality sector has to follow certain laws and regulations in order to ensure safety ofcustomers (Loukopoulos, Dismukes and Barshi, 2016). These laws describe that TheLanesborough hotel is having proper tools and equipment according to standards set bygovernment. Various acts are:Health and safety act 1974- It states that customer as well as employee should beprovided with effective environment.Fire Regulations Act 1971- It includes policies and rules that have to be followed byThe Lanesborough hotel. It states that hotel premises must have proper and effective firesafety tools and equipment (Tucker and Singer, 2015) Besides this, staff should be givenwith proper training to deal with critical situation. Moreover, hotel must have emergencyexit gate that can be used in case of fire. Data Protection Act 1998- It is the duty of The Lanesborough hotel to protect andsecure customer and employee’s details. This act consists of policies that describe allterms and conditions of data protection. Details such as name, address and contact
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