Hotel Operations Management Report

This report delves into the crucial aspects of hotel operations management, specifically focusing on the Rooms Division. It examines key performance indicators such as occupancy rate, calculated at 72%, average room rate, and double occupancy percentage (43.91%). The report emphasizes the significance of these metrics in enhancing profitability and attracting customers within the competitive hospitality industry.

Rooms Division Operations
Management

Executive Summary
Hospitality industry is one of the fastest growing industry in market in which number of
hotels expand their business by serving better services to its clients. Present report is based on
room division operation management which helps in increasing occupancy of the rooms in
effective manner.
In this Travelodge hotel is takes for study which deal in hospitality sectors. In this they
targets business customers who are travel for business purpose. Along with this they also serve
various facilities to their customers as per their demands.
In addition of this, report also define various aspects of room division department in a
rage of accommodation facilities to their customers. Along with this, roles and importance of
front of house department is also mentioned which may leads in enhancing overall performance
of the company at market place.
The main of this company is to expand their business activities in another location by
delivering quality services to its clients. Along with this they also serve various ways to reduce
the chances of arising issues in front of customers at the time of consuming hotel services.
This will helps in improving performance level of the hotel at market place. Apart form
this, it is concluded that effective services are aid in enhancing overall profitability level of the
hotel by accomplishing competitive image at market place.

Table of Contents
Executive Summary.........................................................................................................................2
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Discuss accommodation and front office services for different organisations.................1
1.2 Roles and responsibilities of a range of accommodation and reception services staff. . .2
1.3 Legal and statutory requirements that apply to rooms division operations......................3
1.4 Services provided by the rooms division in a range of hospitality businesses.................4
TASK 2............................................................................................................................................5
2.1 Importance of the front of house area to effective management.....................................5
2.2 Key aspects of planning and management of the front of house area for a given hospitality
operation.................................................................................................................................5
2.3 Key operational issues affecting the effective management and business performance of
the front office area for a given operation..............................................................................6
TASK 3............................................................................................................................................7
3.1 Importance of property interiors and design to effective management............................7
3.2 Critical aspects of planning and management of the accommodation service function..7
3.3 Key operational issues affecting the effective management and business performance of
the Accommodation services function...................................................................................7
TASK 4............................................................................................................................................8
4.1 Revenue/yield management activities to maximise occupancy and rooms revenue........8
4.2 Sales techniques that rooms division staff can use to promote and maximise revenue...8
4.3 Purpose and use of forecasting and statistical data within the rooms division................8
4.4 Rooms division performance indicators to measure the success of accommodation sales9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Rooms divisional operational management is important part for hospitality sectors which
helps in improving overall performance level of the company at market place. The main aim of
this is to take care of rooms that offer to the clients as per their needs (Lewis and Brown, 2012).
Along with this, it is important duty of manager to use effective skills and technologies within
the hotel to enhance the occupancy in effective manner. With the help of this they enhance their
profitability level at market place. For attain the same better communication is important among
all the department which may leads in attaining set goals and objectives. Present report is based
on Importance of rooms division operations management which leads in enhancing the
profitability level of the company. This project is based on Travelodge which deal in hospitality
industry in UK. It also mentioned about front office and housekeeping services which will
enhance profitability level. In addition of this, management of housekeeping services also
mentioned in this project. Along with this, importance of front house areas in also mentioned in
this report which may leads in maximise profitability level of the hotel at market place.
TASK 1
1.1 Discuss accommodation and front office services for different organisations
Accommodation: It define room as well as place which is offer to customers as per their demand
and time period. It helps in satisfying their needs towards the hotel and also reduce the chances
of arising any issues in front of customers.
Front office operations: It is one of the effective factors in which firm direct
communicate with its customers and provide them better services. Basically it is relate with
direct operations which helps in improving the performance level of the company at market
place. Basically, front offices includes luggage, reception, services and many more. By this firm
easily communicate as well as interact with its customers to serve their services to its visitors. In
this there are some key aspects such as check in services, check out and so on. In this context
there are some effective services which provide by hotel to retain their customers for long period
of time. All these are as follows:
 Reservations
 Effective sales and marketing
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 Housekeeping
Housekeeping operations: These type of operations are also more effective which related
with house caring services. It include, cleaning houses by which they effectively provide better
services its customers in effective manner. In this it is important duty of manager of
housekeeping for making better planning and scheduling all the rooms atmosphere and
inventories. Basically it helps in improving the performance level by tracking whole inventory
level of the hotel. With the help of this hotel easily enhance their growth level at market place.
Along with this, housekeeper also responsible for performing their job are as follows:
 Provide better services and comfort to their guest which may lead customers to getting
better satisfaction.
 Set better atmosphere at the time of welcoming of guest.
 Provide all the safety services to them as per their requirements.
1.2 Roles and responsibilities of a range of accommodation and reception services staff
It is important for every business organization to effectively perform their roles and
responsibilities which may leads in retaining customers for longer time frame. By their they set
their positive image in front of customers and market as well. Various roles and responsibilities
are there which helps in improving the performance level of the company.
Roles and responsibilities of room attendants:
It is essential for every hospitality industry to make their services more impressive which
helps in enhancing the growth level at market place (Langabeer and Helton, 2015). In this
context, room attendants play vital role in determining their effective image in market in which
they have to follow various roles and responsibilities to maintain their performance level are as
follows:
 Provide effective and friendly services.
 Update whole information about the hotel rooms.
 Provide information to manager about its goods and services.
 Effectively follow all the safety policies.
 Effectively cleaning and prepare guest rooms within the hotel.
 Provide better customers services as per their demands.
Roles and responsibilities of front office:
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It is important for front office to consider as well as follow all the policies within their
activities to maintain better management of operations in effective manner (Ivanov, 2014). In
this context there are some major responsibilities which helps in improving the front office:
 Effectively coordinate all the activities of entire activities of the operations department.
 Perform all the budget function effectively.
 Maintain better security at hotel.
 Maintain all the records of inventories.
 Effectively arrange travel and accommodation.
Thus, it is important for Travelodge to locate all the areas that are messy and should keep
on cleaning them on a regular basis. This involves proper planning and managers can also make
strategies through which they can train staff members in order to make clean rooms. Along with
this, delivering services to consumers as per their needs and wants. Staff members like
attendants, receptionist should welcome clients in much more effective ways. This may aid hotel
in enhancing their reputation at marketplace. Away from this, security concerns should properly
be taken under by administration of this hotel in order to keep them safe as well as secure.
1.3 Legal and statutory requirements that apply to rooms division operations
In modern era, every single client first looks for proper cleanliness and security in an
hotel. Therefore, it is must for Travelodge to locate all the acts which is being made by
parliament of United Kingdom. By this, they can assure security and safety of both guests and of
employees as well. In order to maintain ethical environment, there are some legal acts which
should be considered by hotel in appropriate manner. Various legal and statutory are used by
hotel to maintain ethical environment. By this firm enhance their performance level and easily
invite larger number of customers. Data protection act, 1998: It is one of the important act which helps in protecting data
and important information of staff members. In this hotel does not misuse workers
information and also does not share their information to others. BY using this act hotel
maintain ethical environment which may leads in retaining customers for long period of
time. This will enhance performance level of the company.
 Health and safety act, 1974: It is also an effective act which follow by the hotel to
provide safe and healthy work environment to its staff members. It helps in reducing the
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chances of creating any kind of harm. With the help of this firm established positive and
healthy work environment within the hotel in which workers effective perform their
duties. It also leads in encouraging as well as motivating workers to serve their quality
services to their customers as per their needs.
Thus, all these legal terms are helps in maintaining positive image by delivering quality
service to its customers. Along with this manager of Travelodge follow all these acts at their
workplace in which they easily serve safe as well as quality services to its customers in order to
establishing competitive place.
1.4 Services provided by the rooms division in a range of hospitality businesses
For attaining better success and maximizing profitability level room division department
of Travelodge serve variety of services to its customers by which they enhance their performance
level at market place. It also helps in hotel easily fill vacant room by services their clients as per
their needs. Various services are provide by selected hotel to its clients as per their requirements.
In this context there are two types of services categories are as follows:
Room division operations Blue train:
This services is more popular because in this blue train travel between Pretoria and Cape
town and provide luxurious services to its visitors. With the help of this Travelodge serve class
services to its visitors in effective manner. Along with this, firm serve better training services to
its customers in which they allow maximum two guest at one time. In this they also serve another
services like tea, drinks. Which may leads in attaining better satisfaction.
Restaurant with rooms facilities:
Travelodge serve variety of services to its customers as per their requirements. In this
they also deliver their luxury services to business to business (Turker and Altuntas, 2014). Along
with this, they also provide manpowers to another larger companies to operate their services in
effective manner. It also helps in conducting parties, business meeting for providing better
services to its customers.
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TASK 2
2.1 Importance of the front of house area to effective management
It is important for hotel to make their office more attractive by using attentive which may
leads in inviting number of visitors in effective manner. In this management of all the activities
is also important which helps in managing entire activities in appropriate manner. With the help
of this Travelodge easily attain better success at market place by creating strong customers base.
Front office areas are the important part of hotel because it helps in influencing them to consume
its services effectively.
Importance of ambience: Under this, Travelodge can take under or use various
strategies in order to maintain the sustainability. Some entertainments can be taken by this hotel
like bowling centres, snooker, attractive lights and so on. With the help of this, effective relations
can be maintained with guests.
Guest relations: It is also important for hotel to maintain positive and ethical relation
with their customers which will helps in enhancing positive image at market place. Along with
this, customers satisfaction also play vital role in improving overall image of the company by
which firm easily make better relation with this customers.
Security services: It is important for business to use better safeguards to protect
customers interest. By this hotel improve their performance level at market place and maintain
healthy relation with them.
Thus, all these helps in attaining better response of customers towards the hotel services,
by which they enhance their profitability level at market place and also create better customers
base.
2.2 Key aspects of planning and management of the front of house area for a given hospitality
operation
It is important for front office areas to manage as well as plan all the aspects in effective
manner in order to enhance overall performance level of the company at market place. With the
help of this they easily fulfil customers requirement towards the rooms and services (Davis and
et. al., 2018). Basically, planning and management is an effective process which include entire
activities from vision of task to assigning responsibilities. By this hotel easily attain their set
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target and manage their sustainability at market place. This will helps in determining rates of
rooms as per their qualities. By this operation level of hospitality get enhanced and attain
competitive advantages. Along with this, effective planning as well as management of all the
activities are beneficial to improve overall performance level. This will helps in accomplishing
their targets in appropriate manner. With the help of this hotel can easily enhance their market
share by providing better services and facilities to its clients. Furthermore, Travelodge is giving
appropriate training to employees so that they can handle their guests properly. As a result
maximum number of customers are getting attracted towards the organisation and it is gradually
increasing its sales and profitability.
2.3 Key operational issues affecting the effective management and business performance of the
front office area for a given operation
Number of issues and obstacles are occur in business which directly affect the effective
management. In this it is important for Travelodge to manager their entire activities in most
effective manner by which they maximize profitability level at market place. In this context there
are various issues faced by management that directly affect the overall performance of the
company are as follows:
Financial and accounting issues: It is a major issues which faced by hotel in which it is
important for hotel to prepare whole record of rooms and stock in order to make effective
estimation.
Sales and marketing issues:
 Overbooking: It is important for hotel to manage reservation of rooms on seasonal basis.
 Shortage of labour: It is also an major issue which is important to manage it effectively to
determine effective management at workplace (Kashif and et. al., 2013).
 Power cuts: It is also important for hotel to manage electricity flow which may leads in
managing power supplies in appropriate manner.
Thus, by effectively implementing as well as managing entire activities company can
manager their performance level and also improve their services, this will aid in creating
customers base within the business and its services. In this manager is responsible to assessing as
well as examing all these isues in effective manner to reduce the chances of negative impact.
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TASK 3
3.1 Importance of property interiors and design to effective management
Objectives of the interior design:
It is refer to attractive and impressive outlets which helps in inviting number of guest
towards the hotel and its services. Along with this, improving physical quality of hotel and its
rooms are the major part of interior design by which customers get attracted. With the help of
this hotel easily create strong customers base.
Basic types of design and elements of design with in hospitality:
Various types of elements are used by hotel such as equipments, emotional appeals which
leads in improving the performance level (Kerzner, 2012). Along with this, spark and other
process are also helps in better interior designing which leads in enhancing the productivity
level.
There are various kinds of design could be evaluated for the management where they
could maintain their interior. Although, some major kind of design which usually provided by
hospitality managers are king size room. Leisure room etc. All these need to understand by
managers of a company so that they could facilitate their interior as per the requirement of their
clients. Thus, such design will used to enhance their number of users which enable and support
in defining better suited growth outcome.
3.2 Critical aspects of planning and management of the accommodation service function
Guest supplies: Various supplies are important which provide to customers such as bed,
chairs, centre table, dressing, wardrobes and many more. All this are important for hotel to
provide them. Along with this, some another services are also required by customers at the time
of staying at hotel like, bedsheets, pillow, cases and so on.
Controlling and updating rooms status: It is important for manager and storekeeper to
supervise inventories effectively (Rosenthal and t'Hart, 2012). Along with this, it is necessary to
maintain all the details of reservation of rooms, stock details which leads in effectively manage
the rooms.
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3.3 Key operational issues affecting the effective management and business performance of the
Accommodation services function
Housekeeping and quality linen control issues: Number of issues are faced by
manager and housekeeper at the time of managing overall business performance. In this room
attendants maintain records of entire information. For this firm use various policies to effectively
controlling all the issues in effective manner.
Human resources issues: It is another issue in which manager have to recruit new and
capable employees to effectively manager hotel rooms. In this the main issue of HR is to deal
with its customers and guest.
TASK 4
4.1 Revenue/yield management activities to maximise occupancy and rooms revenue
Various methods and tools are used by Travelodge for improving their performance level
at market place. All these can be understood by following points:
Yield management: It is important concept which helps in managing services prices.
With the help of this hotel easily manage their prices and services effectively. Along with this, it
helps in enhancing the overall sales revenue in effective manner by which firm serve quality as
well as attractive services to its customers. Travelodge need to understand their earning capacity
in better manner so that they could manage their prices and cost as per that. This will used to
enhance their overall productivity and profitability in long period of course.
High demand tactics: It is also an effective tactics which helps in improving the
performance level of the hotel. If the demand of the products get increased then its price also get
enhanced. So that it is important for company to effectively manager customers needs in order to
improve their sales art market place. Travelodge could go with this technique where they
increase price of their products and services at market world. This will enable them in gain better
market share as well as improving the market demand of their services. Hence, better growth
could be opt through this facilitation.
4.2 Sales techniques that rooms division staff can use to promote and maximise revenue
It is important for Travelodge to determine all the areas by this they easily enhance their
overall sales at market place.
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 Up selling rooms: It is one of the effective techniques which is relate with high selling
groups as per seasonable time frame. Customers loyalty scheme: In this customers interest are the important for business to
attain loyalty of the customers (Operating room pooling and parallel surgery processing
under uncertainity, 2017). Along with, by providing better satisfaction helps in attaining
their higher satisfaction level in business organization.
 Other hotel services: It is also an effective which offer by the company to attain biter
attention of the customers. It includes lunch, dinner, laundry and many more.
Travelodge can opt various techniques to promote and enhance their revenue in better
and effective manner. The first thing which facilitate and enable them in enhancing their revenue
is up selling rooms. Here, management could enhance their price of rooms at the moment when
season of more tourist arrive in a country. This will enable them in generating more and more
profit so that better and appropriate assessment could be done in define and better manner. Along
with this, they also could provide them customer loyalty scheme where they could provide
loyalty cards to such customers whom have regular and better interaction with management and
their working.
4.3 Purpose and use of forecasting and statistical data within the rooms division
Purpose of forecasting: It is an effective process which helps in evaluating as well as
understanding future plans. By this hotel enhance overall sales through delivering quality
services. Along with this, forecasting helps in evaluating future opportunities which leads in
attaining better results.
Types of information for good forecasting: It includes reservation details, rooms details.
Along with this, customers taste and preferences are also considered as a important data which
leads in attaining better results.
4.4 Rooms division performance indicators to measure the success of accommodation sales
Room occupancy percentage: It is related with total number of rooms available. For
example, hotel has 300 rooms out of 140 are occupied by customers. In which calculated
occupancy rate as (140/300)*100= 72%.
Average room rate: It is related with total revenue this will determine as per rooms
occupied and rooms sold.
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Double occupancy percentage: It is important aspect which is related with customers
number and occupancy of rooms occupied. For example, double rooms occupied are 150 and the
number of guest are 400 and 130 rooms are available in hotel. It measure as (400-130/150)
*100= 43.91%.
CONCLUSION
From the above mentioned report, it can be concluded that rooms division operational
management is important concept for hospital industry in order to enhance profitability level of
the company at market place. In this front office and housekeeping also helps in inviting larger
number of customers towards its services.
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REFERENCES
Books and Journals:
Lewis, M. A. and Brown, A. D., 2012. How different is professional service operations
management?. Journal of Operations Management. 30(1-2). pp.1-11.
Langabeer, J. R. and Helton, J. R., 2015. Health care operations management. Jones & Bartlett
Publishers.
Ivanov, S., 2014. Hotel revenue management: From theory to practice. Zangador.
Turker, D. and Altuntas, C., 2014. Sustainable supply chain management in the fast fashion
industry: An analysis of corporate reports. European Management Journal. 32(5).
pp.837-849.
Davis, B. and et. al., 2018. Food and beverage management. Routledge.
Kashif, A. and et. al., 2013. Simulating the dynamics of occupant behaviour for power
management in residential buildings. Energy and Buildings. 56. pp.85-93.
Kerzner, H. R., 2012. Project management case studies. John Wiley & Sons.
Chambers, G.L. and Smith, E.M., Intelligent Energy Solutions, Llc, 2015. System and method for
energy consumption management. U.S. Patent 9,146,548.
Rosenthal, U. and t'Hart, P. eds., 2012. Flood response and crisis management in Western
Europe: a comparative analysis. Springer Science & Business Media.
Online
Operating room pooling and parallel surgery processing under uncertainity, 2017. [Online].
Available through:<https://pubsonline.informs.org/doi/abs/10.1287/ijoc.1100.0396>.
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