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Rooms Division Operations Management of Hilton Hotel
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Added on 2020-07-22
Rooms Division Operations Management of Hilton Hotel
Added on 2020-07-22
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Rooms Division OperationsManagement
TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................2(A) Evaluating variety of services which are provided by rooms divisions in Hilton Hotel.2(B) Reviewing roles and responsibilities of accommodation and reception staff..................3(C) Analysing key aspects of legislation as well as regulatory requirements........................4TASK 2............................................................................................................................................7(A) Reviewing significance of front of house area and accommodation service in order tomanage business of Hilton Hotel effectively..........................................................................7(B) Discuss the key aspects of planning and management of the front of house area for a givenhospitality operation...............................................................................................................8(C) Critically evaluate operational issues affecting the effective management and businessperformance of the front of house area and the accommodation service...............................9TASK 4..........................................................................................................................................10(A) Discuss revenue management........................................................................................10(B) Sales techniques used to promote and maximize revenue for organization...................12(C) An evaluation of the usage of forecasting and statistical data in the room division......13(D) Describe with the help of calculation of performance indicators used to measure thesuccess of accommodation sales..........................................................................................15CONCLUSION..............................................................................................................................18REFERENCES..............................................................................................................................19
INTRODUCTIONThe hotel industry is vibrant industry in making stable the economic growth of thecountry. It attracts several consumers so that they are enhanced with the exotic and leisurelyhotels' scenario which mesmerise their experience in effectively manner. This report deals withHilton hotel which is market leader by supplying quality services to the customer worldwideattaining the consumers expectations efficiently. The hotel has to be very effectual inaccommodating the guests so that they may be loyal to the concern brand in that way by whichtheir satisfaction is enhanced in the best possible way by the organisation in effective manner.Consumers are enhanced by the facilities the organisation provides to them.For providing quality services, organisation needs to be conveyed to accommodationdepartment and front office department to be effective in their assigned tasks so that they may beable to provide great customer experience. Rooms division is made up of these two departments.This provided by a dedicated team who aims to cater the needs of the guests in better way. Thisenhances the customers in better way. The agents of the hotel needs to be well effective inmaking consumers to choice the hotel which suits their demands and requirements. As such, firmprovides everlasting and delightful experience to the customers. The organisation need to beefficient in achieving objectives of it by making available al the facilities which are required bythe customer analysing their demands and needs and wants to total extent. This is make sure thatorganisation is providing facilities at competitive prices. The organisation is required to deliverthe services to the customers of standard quality. This ensures that organisation is concernedabout the health of the customers (Afeche, 2013). The foods and beverages which are suppliedmust be of standard quality. The organisation is under a duty to not to leak the information of itsemployees so that privacy and security is maintained. For this several acts are enacted by thegovernment to make the safety and health of customers and of employees to be the first priorityby the organisation. As such, organisation is able to provide quality of services to the customersby enhancing their level of satisfaction.1
TASK 1(A) Evaluating variety of services which are provided by rooms divisions in Hilton HotelThere are variety of the room services provided by the hospitality businesses. It rangesfrom arrival of the guests (customer) to its departure. Hilton hotel is taken with reference torooms divisions. The services provided by the hospitality business includes:Booking/ reservation of rooms:The rooms are the major product of the Hospitality Businesses. It can be booked eithermanually, over a phone call or through the means of websites either of the hotel or the tripmanager.Welcoming of Customer by Front office Department:Once the room is been booked by the customer, he visits the hotel & is welcomed by thestaff or the front office department of the hotel. The front office department plays an importantrole in maintaining the quality of the services as well as gaining the goodwill of the customers.Hilton hotel tries to be effective in its accomplishing of tasks. An efficient & friendly front officedepartment will help in gaining the customers trust & leads to customer satisfaction (Akan, Ataand Dana, 2015). Front office or reception has the job to not only welcoming the guests, taking theirdetails, & providing with the accommodation facilities but also to listen & try to solve thequeries & issues of the customer of the office. They will also take the customers' feedback & willfurther send it for analysis so that the hospitality services of the hotel can be made better.The staff or the executives of the front office desk has to be highly efficient as well as,well coordinated with the services of the hotel. There must be no loopholes that may cause thefailure of the structure of the hospitality business.Accommodation & other facilities:Once the customer is welcomed by the front office department, he/she is sent with hotelofficial for the allotment of the accommodation. The Accommodation or the rooms are the coreproduct of the hospitality industry. So it has to be in priority of the hotel to provide its customerswith the best quality of accommodations & services so that customer gets comfortable &satisfied.2
Apart from this, accommodation facility not only include rooms or suites but also withthe good room services. A good room service is the proof for the customer that theaccommodation facility provided by the hotel will be of the utmost quality. Room servicesinclude catering food in room, lighting, plumbing etc. There must be no denial or delay in theroom services. As failing to which, may cause a decrease in customers goodwill & satisfaction aswell as hotel's brand value (Board and Skrzypacz, 2016).The staff looking after the accommodation has to be highly efficient & should be friendly withthe customer.Food & Catering:Food is an important factor which decide the quality of services provided by the hotel. Inhospitality business, food is one of the core factor that makes a hotel, a quality brand. Good foodis the guaranty of good hospitality services.Other Services:The other services provided by the hospitality business, like swimming pools, bar,restaurant, spa etc. act as the perks in accommodation of the customer. Also, it helps to maintaina quality standard of the services.It requires the different forms of rooms along with their sizesand accommodation spaces. The role of the hospitality service is to bring out the level ofdifferent rooms.Accommodation department is responsible for managing accommodation arrangements and tomonitor health and safety in the hotel. While, front office deals with supervision of theseactivities whether achieved or not. The main comparison between them is that they accommodateeach other nicely to provide effective services. Front office has the role to maintain customer database in timely manner. Moreover, to monitoroccupancy status from time to time. Also, to arrange for providing value added services tocustomers. Comparison of Marriott Hotel with Premium Inn HotelMarriott Hotel is highly adhered to customer suggestions and advices and as such,customer satisfaction is attained in the hotel. Premium Inn Hotel has diversified portfolio and has3
opened more than 750 hotels in UK. However, it needs to follow customer advices so that it mayearn more revenue just like Marriott Hotel.4
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