Rooms Division Operation Management: Key Sub Departments, Roles and Responsibilities, Legal Regulations, Yield Management

This project report provides knowledge and understanding of key sub departments in Rooms Division Operation Management, roles and responsibilities of room division positions, analysis of legal and statutory regulations in hotel management, and critical analysis of yield management.

Rooms Division
Operation Management

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
1. Knowledge and understanding of key sub department............................................................1
2. Roles and Responsibility of room division position................................................................3
3.Analysation of legal and statutory regulation in hotel management.........................................3
4.Critical analysation of Yield Management...............................................................................3
CONCLUSION ...............................................................................................................................4

INTRODUCTION
Rooms Division Operation Management refers to providing additional service to guest
other than food and beverage service (Behdioğlu, Acar and Burhan, 2019). This include role of
room division in management of operation in hotels. This project report include study of
Sheraton and their operation. Sheraton hotel is a part of international chain of hotels and
providing hospitality service to their customers. This project report include knowledge and
understanding of key sub department including front office department and house keeping
department. It also include roles and responsibility of key manager of different departments,
legal and statutory regulation of operation in hotel management, yield management.
MAIN BODY
1. Knowledge and understanding of key sub department
There are different department in organisation which is divided on basis of operation.
These department include front office department, food ad beverage department, house keeping
department etc. (Choi, Wallace and Wang, 2018). Department in hotel like Sheraton are as
follows:
Front Office Sub Department: Front office department are those which perform function like
reception, reservation, guest relation etc. This department is in direct contact with customer and
create impression about hotel in minds of consumer (Dexter, Wachtel and Epstein, 2016). It
include different function which are as follows:
Reception: Reception is a part of front office department and is responsible for receiving
guest and register their detail correctly. A person who work at reception is called receptionist and
they need to learn proper dressing code. They need to welcome guest warmly and friendly as
they are first who meet customer.
Reservation: Reservation department is pat of front office department which is
responsible of managing guest reservation in room division (Ding, 2018). The book room on
request of guest and ensure preservation of booking of guest in hotel room. This department
increase occupancy rate in hotel and communicate about reservation to different departments.
Reservation department ned to follow some steps in reservation process including greeting to
caller, and identification of need of caller. They provide brief about feature of hotel to caller. It is
their duty to maintain record of reservation.
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Guest Relation: Guest relation department is responsible for maintaining relation with
guest. They also helps guest in providing satisfying and pleasant stay in hotel. They are also
responsible to handle complaints of guest and also provide guidance to guest in check in. They
ensure revisit of guest in hotel and increase satisfaction of guest for company.
Bell Desk: Bell desk include extended department of front desk. There are many
activities conducted in this department from arrival of guest, during their stay to departure time
of guest. This department include small desk near lobby area of hotel.
Concierge: This department is responsible for making first impression in minds of guest.
Responsibility of this department include moving luggage of of guest, showing room to guest.
They provide guest with things required by guest including transportation, dinning reservation in
best restaurant.
Housekeeping Sub Department: Housing keeping department are those which is responsible of
maintaining cleanliness within hotel (Graafland and Smid, 2016). This department include
monitoring commitment and detail of training and development of talented employees. There are
various function of house keeping department which are as follows:
Guest Room cleanliness: This department is responsible for cleanliness of hotel room
and ensuring providing necessary things like towel, soap and other basic things (Lavander,
Meriläinen and Turkki, 2016). They responsibility include changing bedsheets and other things
to maintain cleanliness in rooms.
Public Area Cleanliness: Public area cleanliness include cleaning of corridors, lobby,
pool area, convention hall and banquet hall. They ensure cleaning in every part of public area
and providing every thing in hotel at their place.
Laundry: Laundry manager need to report their to executive house keeper and
responsible for managing linen supply. Linen supply in hotels are towels, bed pillow, bed sheets,
table cloth, mat etc. This department also provide laundry service to guest and include wet
cleaning, dry cleaning, pressing of cloth. This department ensure staff uniform is in good
condition.
Linen: Linen department provide essential linen in hotel rooms like towels, napkins, door
mats, pillow, bed sheets, table cloth. They increase satisfaction level of guest and enhance level
of service in organisation.
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Lost & Found: Lost and found department collect lost items of guest, employee or any
other staff members. Any item left by guest in hotel are collected as lost and found department.
There are fixed place in hotel where lost items are collected. They are store in hotel in a locked
area whether they are valuable or not. Item are put in a plastic bag with a serial number on it.
2. Roles and Responsibility of room division position
Front Office manager: Front office manager are those person which is in direct contact with
with customer. They play different roles and responsibility in organisation to increase their
profit. These roles and responsibility of front office manager are as follows:
Recruitment and selection of front office personnel: Responsibility of front office
manager include hiring of employees in their department which has suitable skills to perform
role of front office personnel (Leventhal, Phillips and Burns, 2016). In recruitment, manager
invite application to make pool of application which helps to select best qualified employee for
position of front office manager. It is duty of front office manager to ensure availability of front
office personnel in hotels. In Sheraton Grand London, manager invite candidate to selection for
position in front office department.
Training and development of employees: Training and development of employee in
front office department is done through front office manager. Manager not only but also trained
employees and groom their skills. Manager need to develop grooming skills in employees and
provide training of how to communicate with guest responsibly. Manager need to ensure that
employees has available skills to handle guest effectively and make good impression about
hotels. In Sheraton Grand London, manager provide training to employees to make employees
adjustable and increase leaning. They provide training not only new employees but also to
existing employees to enhance their skills and make them adaptable with change.
Scheduling of front office staff: Front office manager has various responsibility
including scheduling work of staff members of front office manager. Scheduling refers to
process which include arranging and controlling work in production process of goods and
service. Front office manager design and schedule activity on day to day basis, weekly basis and
is responsible for task of front office personnel. In Sheraton Grand London, manager schedule
work of their employees on day to basis and ensure their employees are engage I a productive
work.
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Supervision of work loads: Front office manager supervise work of employees and
make necessary action if they are not performing well. They also ensure that employees has
enough work and are always busy in a productive work. Manager of front office also ensure their
their employees does not have over load of work. In Sheraton Grand London, front office
manager supervise of work loads employee and ensure employees are always engage in
productive work which is beneficial for organisation.
Executive House Keeper: Executive of house keeping is a person which ensure cleanliness in
organisation they play various roles and responsibility in organisation. Roles and responsibility
of executive house keeper in Sheraton Grand London are as follows:
Super vision of employee: Executive house keeper is responsible for managing work of
housekeeping staff and supervise their work (Makadok, Burton and Barney, 2018). They are
hiring employees for house keeping department and guide employee to ensure cleanliness in
hotel area. Executive house keeping is that person which helps in maintaining hotels clean and
attractive. Their work is effective to increase customer satisfaction and maintain hygiene in
hotels. Executive house keeper in Sheraton Grand London is responsible for not only manage
work of employees but also supervision of their work. Executive house keeper is responsible for
any work done by their team.
Planning of housekeeping staff: Executive house keeper is that person who plan for
house keeping staff. As they need to manager work of house keeping staff, they also made plan
for staff to effectively complete their work. In Sheraton Grand London, executive house keeper
plan da to day work for their employees and inspect their work. It staff does not done work
effective, they provide training to their employees.
Inspection of house keeping staff:
Sanitisation, safety and comfort: It is duty of executive house keeper to ensure proper
sanitisation in hotel room as due to global pandemic guests are more aware for health and safety.
It is important with point of safety of guest as well as staff members. They also provide comfort
in room by providing towel, pillow, clean bedsheets to their guests. In Sheraton Grand London,
executive of house keeping ensure proper sanitisation in hotel and maintain safety in hotel place.
They also taking care of comfort of their guest and following all safety guideline in their hotel.
Organise and repair guest room: House keeping staff is responsible for organise room
for guest and repair guest room. House keeping executive provide cleaning of guest room and
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provide necessary supplement in room for guest. They also ensure availability of supplement
required by guest. They ensure repairing in guest room if damage has occurred and repair before
arrival of guest. Executive house keeper of Sheraton Grand London ensure repairing of damage
in room for convenience of guest before their arrival. They inspect room to ensure everything in
room is up to date, repair if required, provide supplements and ensure cleanliness in each part of
room.
3.Analysation of legal and statutory regulation in hotel management
Fire Regulation: Laws related to fire regulation in UK is Fire safety order which ensure
owner and managers are responsible for compliance (Melander, 2017). They should provide a
person in hotels with proper fire training for day to day compliance. Issues occur at time of fire
due to ill fitting of doors in hotels, damaged doors of fire. In England, fine is charged for breach
of contract. As person is liable for penalty if breach of regulation of this law has occur. Sheraton
Grand London has following all fire regulation to ensure safety of their guest in hotels.
Data protection: Data protection act 2018 is the act which protect personal data of an
individual including customer or guest in hotel and tourism industry. This act allow to prevent
unauthorised use of personal data of customer by others. Personal information include image and
recording of CCTV and also include name, email address and phone number. Under this act it is
to ensure that data is used for fair purpose and for specific purpose.
Health and safety at work: Health and Safety act in 1974 is law which is concerned
with occupational health at work place. This act include general duty of employer towards
employees to maintain safety and health consideration at work place. This act is followed by
Sheraton Grand London to maintain good health of their guest as well as employees. As avoiding
this law can impact on health of employees and increase cost of organisation. Maintaining health
and safety at work place can increase satisfaction level of employees.
Control of noise: Control of noise regulation act 2005 refers to those act in which
provision are made to reduce noise fro work place. The object of this act to ensure protection of
hearing of employees. Managers of Sheraton Grand London are following is following this act as
it protect hearing their employees and provide peace to their guest. This will also helps them in
increasing satisfaction of their guest as organisation is providing them rest and sleep.
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4.Critical analysation of Yield Management
Yield management refers to offer variable pricing based on influencing and
understanding behaviour of consumer to maximise profit of organisation with limited resource
(Parker, 2016). It include strategic control in order to sell right product to right customer. In
hospitality industry, yield management is focused to providing right room which is suitable for
customer requirement at right time. It include factors like competitive prices, budget and
preference of customer which helps to offer variable price from their customer. In this,
organisation increase price due to increase demand whereas reduce price in low demand.
Organisation can adopt high demand tactics in yield management that can be applied by revenue
manager to increase occupancy and average rate of room which are as follows:
Understanding pattern of booking: In hospitality industry, manager need to understand
booking pattern in hotels (Sabri, Danapalasingam and Rahmat, 2016). As during season time,
demand level of customer has increased towards organisation and in off season, demand is
usually low. So for this type of situation, it is important of manager to handle demand
effectively. By adopting yield management, they can charge low prices for booking in advance
before moth and should gradually increase price with increasing level of demand. This strategy
helps organisation to increase profit. Sheraton Grand London are adopting this strategy to
effectively handle booking patten of business. They increase price of room booking with level of
increase in demand.
Understanding of buying pattern of specific segment: Buying behaviour is different
for different segment of market. As in hospitality industry, group of people are more likely to
book rooms instead of individual booking. Managers need to understand this behaviour to decide
variable price for different segment. Sheraton Grand London should follow this tactics as it helps
them to understand behaviour of different market segment.
Understanding of impact of price change: Yield management include changes in price
with control over price mechanism. To implement this strategy, manager need to understand
impact of price on booking for particular room in advance. This strategy is important for
managing competition available in market. Sheraton Grand London should adopt this strategy
and understand changing demand by changes in prices.
Strategy of Distribution Channel management: To implement pricing strategy in
organisation, it is also important for them to reduce cost of their operation (Xiang and Luo,
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2017). To effectively serving market, it is important to understand performance of distribution
channel in market. It helps organisation to reduce expenses and increase profit of organisation.
Sheraton Grand London are adopting this strategy as it allow them to monitor performance of
distribution management which helps them to reduce cost of company and increase profit.
CONCLUSION
From above mentioned project report it can be concluded that room division operation
management include management of operation in hospitality industry. There are different
department in an organisation in hospitality industry. It include food and beverage department,
front office department, house keeping department etc. All department include different sub parts
which important role in operation in hotels. Food department include various sub division like
reception, reservation, bell desk, guest relation, concierge. House keeping department also
include different department like guest room cleanliness, laundry, cleanliness of public area, lost
and found and linen. Employees working in position in department of organisation plays
different roles. There are different statutory and legal requirement in hotel which should be
accepted by every organisation. Organisation adopt various strategy to increase their price
through yield management.
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