Rooms Division Operations Management TASK 11
Added on 2020-06-04
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Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11.1 Accommodation and front office services for different organisations..................................11.2 Roles and responsibilities of a range of accommodation and reception services staff........21.3 Legal and statutory requirements that apply to rooms division operations..........................31.4 Services provided by the rooms division in a range of hospitality businesses.....................4TASK 2 ..........................................................................................................................................42.1 Importance of the front house area to effective management ............................................42.2 key aspect of planning and managing of the front house area for a given hospitalityoperation......................................................................................................................................52.3 key operational issues affecting the effective management and business performance ofthe front office. ..........................................................................................................................6TASK 3 ...................................................................................................63.1 Importance of property interiors and design to effective management.................................63.2 Critical aspects of planning and management of the accommodation service function.......73.3 Key operational issues affecting the effective management of the accommodation servicefunction.......................................................................................................................................8TASK 4............................................................................................................................................94.1 Explanation of revenue/yield management to maximise room occupancy and roomrevenue........................................................................................................................................94.2 Analysis of sales techniques used to promote and maximise revenue relating to roomdivision........................................................................................................................................94.3 Purpose and use of forecasting and statistical data within the rooms division...................104.4 Calculation of performance indicators used to measure the success of accommodationsales...........................................................................................................................................10CONCLUSION..............................................................................................................................11REFERENCES..............................................................................................................................12.......................................................................................................................................................13
INTRODUCTIONHotel industry deals in various areas like providing transportation service to theircustomers, restaurant, event planning etc. Among all the activities done in this sector, roomallotment is considered as one of the important task. Britannia hotels is one of the leadingorganisation of hospitality industry, they have their presence across the UK. Their vision is togive quality experience and memorable memories to their service users so they can get value ofthe piece they have paid (Assaf and Agbola, 2011). Their mission is to reach either first orsecond position in hotel sector of UK. They want to expand their business in all the small as wellas prime location. This report will focus on legal requirements that are applied in room divisionoperation. Accommodation service of different organisation will also become part of this file.Some issues relating to significance of interior and front house will also get discuss in this report.Planning of room facilities and their proper management will be included in order to providequality service. TASK 11.1 Accommodation and front office services for different organisations.Britannia has hotels and rooms for every class of customers, some accommodations areluxury whose price can not be afforded by everyone but cited group also have suites which canbe rented by low income group people. Accommodation – It is a place where people get sleeping facility at the time of travelling.They can also do specific activity for a particular time which can be related to work or may befor leisure. This kind of service is essential in hotels but some other organisations like school,college, hospitals also provide this facility. They can offer one or two beds in a room, otheramenities like Television, fridge, furniture etc. depend on the size and policy of an enterprise.Normally people stay in a hotel or dormitory for some days or weeks. They can order their foodin the room where they are staying but this facility is not available in every organisation. Front office – This term is also popular by the name of reception. They main work is todeal with customers and potential service users, this department is responsible for takingmessages, order handling etc. Reservation and allocation of room, billing are some task which isperformed by this wing of a hotel.1
(A) 'Lime Wood' is a 5 star hotel in which provide amenities relating to lodging, mealsand other travelling service (Batun and et.al., 2011). They are known for their premium qualityin the facilities they render, they have great infrastructure and they use latest technology in theirbusiness operation. They have 15 bedrooms and 14 suites in accommodation which some privatedinning halls. They have 2 entrance and each one has one front office so crowd can be managedproperly and waiting time can be minimised. (B) Norfolk Guest House is situated in Bristol, they offer bed and breakfast service whereNorfolk give overnight lodging and breaking in morning. They provide friendly atmosphere socustomers can feel like they are staying in their home. Cost of room is very nominal which canbe afforded by most of the service users (Bertolini and et.al., 2011). They provide facilities likeWi-Fi, laundry, tea/coffee. They have only one front office because their guest house do not havemuch rooms. Their reception is not a busy place because limited number of customers stay andvisit their hotel.(C) Restup hostel in London provide shared room for a short period of time, all thefacilities like toilet, are common and it can be used by any person who is staying their. Bed insharing of 4,8,10,18. Facilities like Sky TV, bar/cafe garden laundry is also available. They haveonly one front office where receptionist is very busy because hundreds of potential customersand service user daily come and go in Restup hostel. 1.2 Roles and responsibilities of a range of accommodation and reception services staff.Size of an organisation decide responsibilities of an employees who is working on frontoffice. Apart for size their are some factor which made an influence on staff on reception likestructure, standards etc. Following are roles of people who work in this department:Reservation supervisor – One of the main task that is to be performed by the person who holdthis position is to organise the shifts of employees. They have to verify that standards set byorganisation are being followed on continuous basis. They are responsible for taking reservationand monitoring bookings so quality in service can be provided to the customers and chaosbecause of wrong registration of room or traveller can be avoided (Caunhye, Nie and Pokharel,2012). Britannia hotels has special department in luxury hotels for rich guests but in budgetaccommodation this work is done by receptionist. Housekeeper – Hygiene of a hotel is directly related to its success because people do not want tolive in place where environment is not clean. They play crucial role in execution of various2
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