Analysis of Hotel Operations and Guest Cycle

The provided assignment delves into the intricacies of hotel operations, focusing on front office, housekeeping, and food and beverage management. A crucial aspect of this analysis is the examination of the guest cycle, which encompasses all interactions between a hotel and its guests from arrival to departure. The document explores various references to support its findings, including scholarly articles, books, and online resources.

ROOMS DIVISION OPERATIONS
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Different accommodation provision and front office services needed..................................1
1.2 Roles and responsibilities......................................................................................................2
1.3 Legal and statutory requirements...........................................................................................2
1.4 Services of rooms' division....................................................................................................3
TASK 2............................................................................................................................................5
2.1 Role and importance of front-house function........................................................................5
2.2 Key aspects of planning and management for new hospitality operations............................5
2.3 Key operational issues for new plan......................................................................................5
TASK 3............................................................................................................................................5
3.1 Role and Importance of design and development of property interiors................................5
3.2 key aspects of planning and management of the accommodation service function..............6
3.3 Analyse the operational issues impact on the new property accommodation and functions.7
TASK 4............................................................................................................................................7
4.1 Perform revenue and yield management activities in order to increase the occupancy and
room revenue...............................................................................................................................7
4.2 Sales techniques in the room division staff that useful to promote and increases the
revenue.........................................................................................................................................8
4.3 Importance and use of forecasting statistical data within room division...............................8
4.4 Calculate room division performance indicators to measure success of accommodation.....9
Conclusion.....................................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Hospitality sector is one of the most economical group of businesses which concentrate
mainly on customers' specifications and lay an emphasis on providing particular experiences to
gain profits and revenues a swell. Moreover, their ulterior purpose is to enhance the overall
profitability and productivity in terms of employees engagement and their performance
management and retaining their existing customers and gaining the attention of new clients'. In
this industry, the uniqueness lies in the discretionary income and the utility of spending the free
time by engaging in something recreational and productive as well to sooth the mind and body of
the travellers, customers and tourists.
Front office is an integral contribution in forming the enhanced and effective foundation
in the hospitality and tourism industry. This section is refereed as the gateway to the overall
impression of the brand of the hotel and its services with the staff approaches in greeting the
demands of the customers. This aid in creating trust, respect and reputation in the global world
through giving utmost importance on enhancing the quality of services with keeping the safety
and security of the guests', their luggage and the hotel's resources.
Rooms Division is an integral part of the Operations Management in the hospitality
sector. Additionally, there are several centres of revenue generation in a hotel and the primary
functional unit is the rooms' division. This assignment is based on the working practices of The
Bentley, London. This report will be going to highlight various facets of the front-house function
and the rooms' division department. It will include about the types with roles and responsibilities
of accommodation and front office services. This will further give insights on the issues and
critical aspects of the management of this functional unit(Assaf, Barros and Josiassen, 2012).
Lastly, it will highlight the revenue management activities and the techniques in context of sales
and forecasting to measure the success rate.
Overview of Hotel: The Bentley, London is one of the renowned five star hotels, England and is
situated at Kensington. It has approximated 64 rooms and is famous for its rich heritage and
architecture. The establishment has contemporary style of large spaces for conducting
conferences, meetings, social gatherings etc., restaurants, spa and bars that serves the
international cuisine along with an undivided focus on the traditional styles.

TASK 1
1.1 Different accommodation provision and front office services needed
These addresses the entire maintenance of front office including the reservation,
reception services etc. along with housekeeping and related arenas such as financial transactions,
complaints handling, auditing for night shifts, job rotations in varied sections and more. In regard
to expansion of rooms upscale, the following provisions must keep in mind to oversee the
operations in effective manner (Ransley and Ingram, 2012).
Accommodation provisions is the forte of the Bentley London and comes under the AA
rating. This is one of the broad services which concentrates on the indispensable presence of the
lavish amenities provided by this hotel to fulfil the customer expectations in leaps and bounds. It
involves three major categories of accommodation such as suites, lodging and resorts. Here,
suites are the luxurious formal room setup that is expensive than the regular rooms. Moreover,
lodging infers the place where people rest while travelling and resorts are that classification in
which natural environment is preferred to travel for relaxation.
Moreover, the front desk facilities include an array of activities that emphasis on the
reception, reservations, concierge, porter's service etc (MANJUNATH, 2011). They are the
gateway to the hotel's ambience and is imperative to understand their clients’ needs and
requirements by establishing connect through different representations like bellhop, valet system,
keyless entry and many more.
1.2 Roles and responsibilities
There is a proper segregation of roles and responsibilities in relation to the
accommodation and reception service staff which are as follows:
Rooms Division- This component consists of division of rooms on the basis of pricing and
facilities associated with it. It assists in handling the reservation in more proficient order.
Reception- This is the foremost area where the customers get greeted and welcomed and thus the
staff must be at their best to make a lasting impression(MANJUNATH, 2011).
Reservations- It is that parameter which she light on the scheduling of the stay along with any
specific demands by the guests, e.g. non-smoking floors are in vogue these days.

Porter's service and concierge- This shows an enriching palatial presentation which contains an
individual for greeting and directing the guests towards the desk/reception area. Along with, they
are into upkeep of accessories.
Billing- This is the most important part which supports the front desk manager or staff to
relocate whether the client has already been to their hotel or not and accordingly offer them
services(MANJUNATH, 2011).
Housekeeping- It shoulders the supervision of looking into hygiene factor at public areas like
lobby, gardens etc., flooring, kitchen areas and other recreational areas.
Guest Accounting- It describes tools like ledgers, folios (master, guest, non-guest), vouchers etc.
for proper assessment of the entire financial transactions of the hotel's operations' (Ziman, 2013).
Bentley's Services
Here, the Bentley Hotel offer different services to their customers and manage the
business functionalities in proper manner. This hotel has been adding diverse features to provide
better facilities and services to their consumers such as tour and ticket assistance, serving tea in
common areas and providing complimentary newspapers in separate areas like reception, lobby
etc. This hotel has also included Wireless internet facility at free costs to their guests and clients'
so that they can build relationships by assisting them to connect their smart phones, tablets and
laptops. In this way, they will easily search all the details regarding price, services, additional
recreational activities, events and more.

1.3 Legal and statutory requirements
The following are the regulations and law-policies that must be utilised at the room
division operations. Licensing must be adopted to carry on the day-to-day operations plus the
recreational activities like bars, poker games etc. underpinned by the authorities in a legal
framework. For e.g. Licensing Act 2003 is related to selling of alcohol(Assaf, Barros and
Josiassen, 2012). Another is Equality Act 2010 which puts light on the accommodation facilities
to people of any race, religion, colour or creed and shows no discrimination while booking a
room. Lastly, Data Protection Act, 1998 which is registered with ICO and does not allow in
leaking the information without guests' consent. Additionally, privacy and Electronic
Communications Regulations 2003 has also assisted in controlling any unethical behaviour.
Health and safety- Bentley hotel follows all the health and safety regulations to provide equal
rights to their employees. This law has been passed by the health and safety administration.
According to this law, this hotel if providing the appropriate hazardous and communication
training and their personal protective equipment that keep the employee safe at working place.
This organization is conducted the safety analysis to identify the mitigate hazardous inherent in
housekeeping in the Bentley hotel. It is necessary for Bentley hotel to record all the safety
aspects in proper manner.
Insurance as legal and Statutory requirement- The statuary requirement and legal insurance
always included in the policies and procedures of hotel. This law was passed by the government
to authorize for followed rules and regulations. The legal as insurance enforced through the rules
and regulation, directives etc. the main purpose of this law to protect the employee and
customers. It involves:
 Monitoring and Preserving the financial solvency of Bentley hotel.
 Controlling the market and also prevented to the unfair trade or practices.
1.4 Services of rooms' division
The hospitality sector provides services as both primary and secondary and has influence
the range of businesses at The Bentley London.
Housekeeping: This aid in upkeep of this hotel's areas in spic and span(Assaf, Barros and
Josiassen, 2012). The staff here are into cleaning of furnishings, rooms and laundry of guests

plus also clinching the conditions of the unused rooms for convenience when new people visit
and need occupancy.
Security services: It plays significant role in combating any technical glitches, theft or safety
related concerns during any emergency that might affect the safety of their clients and guests.
They have incorporated strong database system that cannot be hacked or gets affected with any
malware, installation of CCTV's and fire-alarms that would lay the foundation of suitable
techniques and methodologies (Assaf, Barros and Josiassen, 2012).
Foods and beverages department: This department enlists the quality and standards of
materials and food products that are used to serve the clients. Along with, use of good and edible
line of beverages is also under this consideration.
Illustration 1: Components of a Guest Cycle
(Source:Guest Cycle, 2013)

TASK 2
2.1 Role and importance of front-house function
This is one of the independent classifications of the functionalities which circulates the
maximum profit to enrich the reputation and reap benefits as well. It has supported in effective
management by complying their roles at the front desk with utmost sincerity(Assaf, Barros and
Josiassen, 2012). Furthermore, it plays a crucial role when expansion plans are in progression as
they are the forefront runners who leave a remarkable mark on the minds of customers' and
pushes them to revisit. Along with, they are in direct linkage with guests and their needs and
comprehend the necessary responsibilities of maintaining the decorum required at the hotel.
Role of front house
The front house manager manage several tasks such as room reservations, reception,
cleaning and catering. Here, the entire department focuses on monitoring, reviewing and
managing cleaning or catering contracts. Also, the manager implement few strategic plans and
tactics to keep re-inventing the assigned tasks to provide a dynamic environment as a whole.
They not only conduct bookings and room reservations but also offer to address any queries or
offer information in context to clients' and guests of this hotel. In addition, they receive payments
from them by fulfilling their expectations.
Importance of front house
Their significance is key in putting the first impression on the customers'. They play an
important part in imparting the information to satisfy the customers' expectations and needs in
profound manner. They mainly deal in warm welcoming of all the guests and help in managing
the check in and check out. Along with, they fix appointments and organise meetings and
sessions to give a lasting impression as it makes or breaks the reputation at both global and
regional levels. Their focus is to maintain the relationships between all the departments like
housekeeping, accounts, administration and human resource.
2.2 Key aspects of planning and management for new hospitality operations
In regard to the same, addition of new rooms would provide a more holistic viewpoint in
giving better facilities to their guests. This comprises a pool of steps to reach the objective in
given frame of time. Moreover, planning and developing the plan would lay an understanding the
budget and requirements of number of labourers, materials etc. Along with, this inculcate a sense
of responsibility on the front house functional unit to demarcate the implementation and

execution parts to handle the operations in orderly mode to fulfil the aim in most defined manner
(Penner, Adams and Rutes,2013). Lastly, an assessment with appropriate analysis would
establish the entire management’s contribution in the designing of the new operational activity.
2.3 Key operational issues for new plan
Operating costs: This is in direct terms with technology and up-gradation to stay in competition,
however, this requires high costs that might affect the cost-cutting in other departments, leaving
a dis-satisfactory emotion among employees' and staff. But on the other hand, this would pave
the path to attract the potential audience easily(Assaf, Barros and Josiassen, 2012).
Revenue generations- Adding more rooms does not necessarily mean immediate profits or
enhanced sales volume. It means supplementary costing on the complete expenditure to set up
rooms with various amenities. Whereas, this means additional burden on the accounting
department or financial crunch.
TASK 3
3.1 Role and Importance of design and development of property interiors
Interior design is basically the most common art that help for enhancing the interior
architecture of building and rooms. An interiors designer can be planned by the manager such as
researches, manages and coordinates all the project in proper manner. This design is basically
multifaceted profession which includes the space planning, site inspections and conceptual
development (Belias and et.al., 2017). Interior design is creating the functional and aesthetically
pleasing space that must view the space and image of designs.
 Interior design is a process or method that provide the better attraction for customers with
aesthetically pleasing but more efficient solution for better use of space. It also improves
the experience of user and managing the space available in the hotel environment.
 In Bentley Hotel, Interior designer is responsible person to design the interior property
according to the demand of customers (Turner and Hesford, 2018). It needed for
reflecting the options to optimize their use.
 Interior design and development plays important role in the Bentley hotel that perform
specific role in their functionality because this firm is design interior on the basis of
category such as adults, children and couples etc (Davis and et.al., 2018). In this way, it

can be said that it is more important for create a good impression towards the customer.
Interior designer has good idea that implement in the renovation in the interior designs.
 Bentley hotel always try to improve the experience of guest because of their fantastic
design that establish the good impression towards the customer. This is the main function
of hotel to increase their profitability in marketplace because many clients attracts
towards their infrastructure and designs.
3.2 key aspects of planning and management of the accommodation service function
Planing and management is the best part of Bentley hotel in their accommodation
services that beneficial for growth and development(de Vasconcelos and et.al., 2018). . It is an
essential aspect to increase profitability in marketplace. There are different planning and
management of accommodation in the Bentley hotel for maintain their services and facilities in
proper manner.
Linen- It is basically used in the Bentley hotel for the different purpose such as table
cover, beds, blanket and other room accessories etc (de Vasconcelos and et.al., 2018).. This
product is supply in the hotel to their guest.
Location of Linen room is more preferred the guest and very close to the lift that easily available
in the transportation which is away from the kitchen areas to protect to the fire and other foods
such as smoke, odours from food etc. Bentley always try to design the layout of linen room in
proper manner where all the storages clothes collected in proper manner (de Vasconcelos and
et.al., 2018). This hotel is designing the effective layout of linen room that should be clean and
hygiene. This firm is mainly selecting the linen for different applications in the term of quality,
size and type etc.
Laundry- It is also important for hotel to manage their business operations because
customer is demanding services to the hotel management. It is an essential for entire
management system but sometimes, it negatively impacts towards the business operations and
management system because the cost of laundry equipment is high therefore the cost of staff
member and charges more than others. In the Bentley hotel, Staff member has more efficient and
expertise to check any damage or loss of process (Noone, Enz and Glassmire, 2017). Any
damage is increasing the more compliant of customer and negative impact towards the brand
image and their establishment.

3.3 Analyse the operational issues impact on the new property accommodation and functions.
Interior design is important factors that impact on the new property because this is the
first impression for customers where they attract towards their rooms infrastructure and
buildings. Sometimes, it can create negative impression where the hotel cannot properly maintain
by interior department. New property is maintained by the authority to always increase their
profitability in marketplace (Lashley, 2018). For Example- In Bentley hotel, laundry is necessary
to maintained by house keeping department because the cost of laundry equipment is high
therefore the cost of staff member and charges more than others. Any damage is increasing the
more compliant of customer and negative impact towards the brand image and their
establishment.
Human resource- Human resource department plays important role in the hotel industry
that help for maintaining the policy and privacy of customers as well as employee. HR employee
always prepare for issues that affect the workplace culture. There are different issues and
problem arises in the Bentley hotel such as harassment, employee well-being, healthcare and
workplace violence.
Production- It is necessary for Bentley hotel to maintain their production and
manufacture of product or services in proper manner. It is the challenges for hotel to complete
the production on specific deadline. In Bentley, production department is important to develop
the new food product to the consumers but it is needed for hotel to maintain the time and space
in proper manner.
Staffing issues- HR professional always manage the employee's need and requirement in
Bentley hotel. It is an essential for hotel industry to provide the policies and procedures to their
staff members. There are some issues generated when the one hotel merge with the other
policies. It is difficult for employee to understand their new procedures and policies. In this way,
Bentley hotel is planning an effective strategy for providing the best services to their staff
members.
TASK 4
4.1 Perform revenue and yield management activities in order to increase the occupancy and
room revenue
Yield management is basically the main part of revenue whereas revenue management is
a technique for planning an adopted by the Bentley hotel operators which help for guest and

increase the rate of rooms. On the other hand, Yield is process which is ratio between the
potential room rate and actual.
Pricing- It is price of discrimination policy where the Bentley hotel charge the different rate to
their customers for particular same rooms.
Overbooking- Sometimes, the advanced booking happen when either cancel the rooms that not
available during the same time (Mattern, and König, 2018).
Inventory control- The Bentley hotel is decided to sold the number of rooms in the advance on
the demand of forecast. In this way, it can be reduced he all rooms and sold in the discount rates.
Duration Control- Customers are the source of income but there are matters availability of
rooms which is to be considered for hoteliers.
4.2 Sales techniques in the room division staff that useful to promote and increases the revenue
In Bentley hotel, They can be divided the guest on the basis of their demand and attitudes
towards the price of independent leisure guest and corporate guests (Metters, 2017). There are
different types of sales technique is beneficial in the Bentley hotel to promote and increase the
revenue in effective ways.
 Increase the rate and price of rooms according to the corporate guests.
 Sometimes, Bentley hotel can be discount price to be increased and providing the
different offers to their customers.
 Afterwards, it will eliminate the discount offers on the price of rooms.
 During the demand season, it can reduce the price rate of rooms.
4.3 Importance and use of forecasting statistical data within room division
Forecasting means to analyze facts and figures on the basis of past data. It is used to
predict future sales and profits. in hospitality sector, it is very important to forecast sales so that
performance can be evaluated (Boin, Stern and Sundelius, 2016). Moreover, it is useful in taking
proper actions or measures are taken accordingly. The data gives an insight that how much profit
will be generated in particular time and whether goals and objectives are met or not. Also, it
helps in developing future strategies on how to increase sales and profits. with help of
forecasting hotels make improvements in their marketing strategies. the data can be used as base
of calculating profits and expenses. It is also used in identifying tax amount to be paid.
The importance of forecasting is competition can be analyzed in market and its impact on
future sales. So, hotel can implement strategies with change in market condition.

Basically, there are different types of tools which are used in forecasting. They are
survey, expert opinion, etc. (Hill, Jones and Schilling, 2014). furthermore, there are two of
forecasting which is done. These are described as below :-
Statistical- It is based on statistics such as data, facts and figures.
Judgemental- It is based on assumptions or judgements of people.
4.4 Calculate room division performance indicators to measure success of accommodation
In order to calculate performance of The Bentley hotel there are different types of
software which is used. It analyzes data and information and gives desired outcomes. Moreover,
with help of it profit of each room can be calculated. Then, accordingly return on investment is
determined and changes in pricing strategies are done(de Vasconcelos and et.al., 2018). . it is
also useful in setting price according to profit earned.
Room type Nr of rooms Price Beds Occupancy
Single 75 $55 75 55 occupied
Twin 60 $80 120 50 occupied by 2
5 occupied by 1
Double 80 $80 160 30 occupied by 2

40 occupied by 1
Total 215 355 180 room let (260
guests)
Conclusion
It can be concluded that staff performs various roles and responsibilities in hotel. They
have to follow all standards and ethics to ensure safety of customers. the interiors design and
room cleanliness help in attracting customers. the services have to managed according to the
standards to satisfy customer needs. Also, there are several techniques through which forecasting
is done such as surveys, expert opinion, etc.

REFERENCES
Books and journals
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the Greek tourism sector. In Tourism, Culture and Heritage in a Smart Economy(pp. 189-
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under pressure. Cambridge University Press.
Davis, B. and et.al., 2018. Food and beverage management. Routledge.
de Vasconcelos Silva and et.al., 2018. Capacity Decision in Emergency Hospital Operation
Rooms: Sizing Using Simulation. In Modeling and Simulation Techniques for Improved
Business Processes (pp. 140-155). IGI Global.
Hill, C.W., Jones, G.R. and Schilling, M.A., 2014. Strategic management: theory: an integrated
approach. Cengage Learning
Lashley, C., 2018. Education for Hospitality Management. In Innovation in Hospitality
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MANJUNATH, M., 2011.A STUDY ON FRONT OFFICE OPERATIONS AND ITS IMPACT ON
PATIENTS’SATISFACTION(Doctoral dissertation, RAJIV GANDHI UNIVERSITY OF
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Mattern, H. and König, M., 2018. BIM-based modeling and management of design options at
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Metters, R., 2017. Gender and operations management. Cross Cultural & Strategic
Management, 24(2), pp.350-364.
Noone, B.M., Enz, C.A. and Glassmire, J., 2017. Total hotel revenue management: A strategic
profit perspective.
Penner, R.H., Adams, L. and Rutes, W., 2013.Hotel design, planning and development.
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Ransley, J. and Ingram, H., 2012.Developing hospitality properties and facilities. Routledge.
Turner, M.J. and Hesford, J.W., 2018. The Impact of Renovation Capital Expenditure on Hotel
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