Room Division Operations Management

This report provides an overview of the services of the room division department, the roles and responsibilities of a front office manager, legal and statutory regulations, and an analysis of yield management. The report focuses on Marriott, a multinational hotel, and its strategies for increasing revenue streams.

ROOMS DIVISION
OPERATIONS
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Services of room division department.........................................................................................3
Roles as well as responsibilities of front office manager............................................................5
Legal as well as statutory regulations.........................................................................................6
Analysis of yield management....................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Room division is predominately a department within hotels which consist of various sub
departments like reservations, gusts services, front desk etc. The main aim of this report is to
study the various aspects related to the operations of room division in Marriott and devising
various strategies for increasing the revenue streams. Marriott is basically the multinational hotel
being established in 1927 by J. Williard Marriott and headquartered in Maryland, U.S.
This report gives an overview of services of room division department, roles as well as
responsibilities of front office manager, legal as well as statutory regulations and analysis of
yield management.
MAIN BODY
Services of room division department
Room division management is basically the major aspect of the operations management
which primarily deals with creation and building of pleasant as well as enjoyable environment.
The room division is predominately a wider terms which covers the range of services that are
provided to the customers like housekeeping, maintenance, front office, accommodation services
etc. Rom division management is also referred to as accommodation management and thus aims
to provide the care and accommodation facilities to the guests in order to suit their satisfaction
and comfort level (Chibili, 2017).
Front office operations
There are various services which are being provided by the front office department in hotel
Marriott.
Property management system
This is one of the major operations and functions of the font office in this hotel. PMS
Fidelio is basically the integrated system package which is mainly designed for attaining the
maximum efficiency of hotel. This Fidelio helps the hotel Marriott to perform various activities
like
Arrivals
This is one of the most important feature of Fidelio in Marriott. The arrival, occupancy as
well as departure of the gusts are mainly served using front desk features. This Fidelio enables
the front office to handle the individual guests, walk-ins and manage the activity (Noone, Enz
and Glassmire, 2017).

Front office document
This is the another most important function and operation of the front office in hotel
Marriott under PMS Fidelio. Front office is basically responsible for dealing with various
documents like guests lists, event details, candidates applying for job etc. The Fidelio enables
front office to manage these documents effectively by incorporating each and every detail in the
system so that they can have access to the data whenever they want (Choi, Wallace and Wang,
2018).
Housekeeping
This is the another major aspect of room division department which is mainly responsible
for providing the well-through gust service by maintaining a clean and hygienic environment.
The functions of housekeeping department is mainly integrated within PMS Fidelio and the
major services provided them are
Cleaning the rooms
Housekeeping department in Hotel Marriott mainly records the change within status if
rooms from dirty through the assistance of system for cleaning. The housekeeping department
provide a safe and hygienic rooms to the guests by properly cleaning the floors, bathrooms,
lobby etc whenever the guest leaves and before the next customer arrives (Hourneaux Jr,
Carneiro-da-Cunha and Corrêa, 2017).
Occupancy report
The housekeeping department is also responsible for displaying number of the occupants
in room and thus provides the room occupancy report to the front office which further assist
them in maintaining the record. In Marriott, housekeeping division through the help of this
system maintains a list of the gusts who have checked-in along with the details like number of
children, adults, number of nights for which they have booked rooms etc. Thus, this is one of the
major operation and function of housekeeping division ins Marriott which also helps the overall
management of hotel to deal with various issues (Choi, Cheng and Zhao, 2016).
Providing night facilities
This is the another significant and most important function of the housekeeping
department where they are responsible for providing guests with the various supplies like water,
extra bed etc. Housekeeping division in Marriott is required to listen to the needs of customers
and thus provide them the well-through facility like fans, towels and oversee that whether the

rooms of the customers have proper arrangements or not (Martin-Rios, Pougnet and Nogareda,
2017).
Roles as well as responsibilities of front office manager
The major roles of front office manager in Hotel Marriott are
Roles
Training the front office staff
This is one of major role which front office manager plays in Hotel Marriott. Front office
manager is basically responsible for greeting the customers and dealing with them. A happy
customer is an asset to each and every hotel and thus an effective front office manager is the one
who pleasantly greets the gusts and attends them with a big smile on the face. This manager
basically forms a major link between hotel and guests and thus a good impression is formed with
minds of customer as soon as they enter the hotel. Thus, front office manager plays the role of
properly greeting them by saying hello or good morning (Argote and Hora, 2017).
Customer service
This is the another most important and significant role which front office manger plays
by handling all the complaints and grievances of the gusts. This manager in Hotel Marriott
primarily handles the complaints of guests calmly like room services and other complaints.
Basically, the front office manager on hotel Marriott plays the role of customer handling and
grievance handling where they oversee that all the grievance of the customers are being resolved
within 24 hours. Along with this, the manager in Marriott is also responsible for delivering a
high quality guest services by attending them with proper gesture and soliciting their feedback
when they leave about their services (Shalley and Gilson, 2017).
Responsibilities
Training front office personnel
The major responsibility of the front office manager in hotel Marriott where they are
primarily responsible for providing the well-through training to the front office personnel. This
training mainly relates to teaching them the etiquette of greeting customers, way of talking, body
language while addressing gusts etc. Thus, the front office manager of hotel Marriott provides a
well-through training to their employees in order to incorporate necessary skills and qualities
within them (Wood, 2017). Besides this, the front office manager is also responsible for

providing the effective training and development to the front office employees by making them
visit various workshops and events in order to increase their knowledge and network base.
Recruiting and selecting the front office employees
This is the another major and most important responsibility of front office manager in
hotel Marriott where they are also responsible for hiring the candidates. The manager is
responsible for hiring and selecting the most talented, skilled and experienced employees which
have the ability to fulfill organizational goals and objectives. Besides this, the manager also
participates in the interview process for the selection of candidates for front office department
and this depends on the knowledge and experience level of manager. The whole responsibility of
bringing the skilled and qualified employees in hotel is upon the manager as they form the hey
entity in the overall process of recruitment and selection (Van der Wagen and White, 2018).
Managing the inventory
Managing inventory like cleaning supplies, guest supplies, linens uniforms etc is the main
responsibility of front office manager in hotel Marriott. The manager is mainly responsible for
keeping the proper stock and communicating with the suppliers regarding the various raw
material and keeping the inventory level up to date. The numerous supplies like linens, uniforms
of the personnel, machines as well as computer system on the front office are highly essential
within hotel to providing continuing services to the customers and here the front office manager
comes into picture. Manger have to oversee that there is no shortage of the supplies and there is
proper level of inventory available with the hotel for offering quality guest services (Reid and
Sanders, 2019).
Legal as well as statutory regulations
Food safety standard
This is one of the major legal regulation which mainly governs the hospitality industry.
According to this legal regulation, hotels are required to provide safe and hygienic food and
environment to the guests. This is a great and remarkable regulation which is being followed in
hotel Marriott. This law mainly addresses to focus on the five risk factors which might occur in
food which are improper food-holding temperatures, inadequate cooking, food from the unsafe
sources, contaminated equipment and poor hygiene (Chibili, 2017). Thus, this regulation was
mainly established to minimize the impact of these five risk factors. Hotel Marriott is highly
concerned towards the food quality and thus emphasizes on providing safe and hygienic food to

the customers. This hotel consists of around 182 trained chefs who are highly skilled and are
well acquainted with the regulations and legal framework. These chefs and the waiters are highly
skilled and thus maintains a proper hygiene in the restaurant and hotel by frequently cleaning the
utensils, using fresh water for cooking food etc. Besides this, the temperature required for
cooking different forms of food are also given the utmost importance.
Guest safety and security
This is the another most important act as well as regulation which is ruling the entire
hospitality industry. This regulation basically addresses that it is prime responsibility of the
hotels to provide a safe environment to all the guests by maintaining their privacy and overseeing
their security. This law was mainly established with the main aim to respect the privacy of guests
and provide their rooms with safe environment where they are not under any camera
surveillance. This act mainly advise the hotels to comply with the privacy norms of gusts and
respect their advise of keeping their information confidential. Hotel Marriott respects the privacy
of their guests and comply to their advise (Noone, Enz and Glassmire, 2017). For example- this
hotel keeps the information of all their gusts private and no outsider can access their room
number, their names and other details without their permission. Along with this, the privacy
within this hotel also extends beyond the confidential information to their rooms. All the rooms
in hotel Marriott is mainly equipped with the security where no person can install camera or any
device in their rooms. Besides this, when the guests asks the staff for not disturbing them then
their advise is given a great importance and no staff of the hotel can search their rooms without
their consent.
Employee safety act
This is the another act as well as regulation which prevails within the hospitality industry
and thus mainly relates to ensuring safety and working towards the welfare of all the employees.
According to this act, the hotels are required to provide their employees with the safe as well as
organic working environment and conditions which is free of any kind of danger. This regulation
in the hotels mainly specifies that employees has the right to take severe actions against hotel
management in case of any harassment or exposure to danger (Choi, Wallace and Wang, 2018).
Hotel Marriott complies to this regulation thoroughly and provide a safe working environment to
their employees by incorporating sexual harassment policy in its workplace. Besides this, hotel

also provides a safe environment to the employees by maintaining a fire safety alarm, emergency
systems for example within the work premises.
Analysis of yield management
Yield management is basically selling the product as well as service o right customers at
right time and at the correct price. Yield management is primarily the pricing strategy which is
mainly based upon understanding as well as influencing behaviour of customers for maximizing
revenue and profits within a specific period of time. Yield management is an important aspect of
revenue management where the main aim is to increase revenue ratio. The major elements of
yield management are
Group room sales
This is the firms element of yield management and thus forms the major portion of room
revenue. The group room sales is basically when the hotel receives the booking from two years
or three months in advance of the arrival. Thus understanding this group booking trends is highly
necessary for hotel Marriott in order to maximize their profits (Hourneaux Jr, Carneiro-da-Cunha
and Corrêa, 2017).
FIT room sales
This is the another element where transient rooms are basically rooms which are sold to
the free travelers. The transient business is generally booked at time of date of the arrival
specifically three or four weeks prior to arrival. This element have a great impact on the yield
management and thus will help Marriott to increase their profit ratio by tracking the booking
pace as well as lead time (Choi, Cheng and Zhao, 2016).
Food as well as beverage activity
This is the third element of yield management and thus helps the hotels to generate a high
amount of revenue and profit. The catering functions mainly are regraded as the core function of
nay hotel which have a great impact upon room revenue. Having the proper food arrangements
as well as providing a proper guestroom to the customers will help Marriott to increase their
overall revenue and profit (Martin-Rios, Pougnet and Nogareda, 2017).
Special events
This is considered as one of the major element of yield management which directly
contributes towards increasing profit and raising the occupancy rates. Special events basically
addresses the various activities, concerts, festivals which mainly takes place near or inside the

hotel ad Marriott should take advantage of this opportunity to increase sale of its rooms. The
management of Marriott should attract the guests attending these events for staying in their hotel
(Field and et.al.,2018).
Tactics
There are various tactics as well as strategies which the yield manager can apply for
increasing its daily room rate as well as occupancy rates.
Leveraging events
This is one of the most important and effective strategy which hotel Marriott can adopt in
order to increase the occupancy rates and revenue of hotels. Hotel should take the advantage of
all the event, concerts which occurs near their hotel for attracting the guests. For example-
Marriott can attract the customers came for attending an event to stay in their hotel by providing
discount (Argote and Hora, 2017).
Selling the products of other hotel
This is the another strategy which Hotel Marriott can adopt. The manager of hotel should
think of the various facilities which they are providing to their guest and offer a chance to the
guests to purchase various items like soaps, utensils, towels etc. For example- Marriott can
provide a chance to the customer to buy their supplies at minimal price or no price (Shalley and
Gilson, 2017).
CONCLUSION
It has been summarized that room division operations plays an important role within the
hotel. There are various department within the room division department like front office,
housekeeping which have different and varied responsibilities. Besides this, there are various
legal regulations as well as rules which hotels have to follow like food safety, guests privacy in
order to maintain high position in eyes of customers. At the end, there are various strategies and
tactics which hotels can adopt for increasing its revenue and overall occupancy rates like selling
other products, leveraging events etc.

REFERENCES
Books & Journals
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Production and Operations Management.26(4). pp.579-590.
Chibili, M., 2017. Modern hotel operations management. Routledge.
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Choi, T.M., Wallace, S.W. and Wang, Y., 2018. Big data analytics in operations management.
Production and Operations Management.27(10). pp.1868-1883.
Field, J.M and et.al.,2018. Service operations: what’s next?. Journal of Service Management.
Hourneaux Jr, F., Carneiro-da-Cunha, J.A. and Corrêa, H.L., 2017. Performance measurement
and management systems. Managerial Auditing Journal.
Martin-Rios, C., Pougnet, S. and Nogareda, A.M., 2017. Teaching HRM in contemporary
hospitality management: A case study drawing on HR analytics and big data analysis.
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Noone, B.M., Enz, C.A. and Glassmire, J., 2017. Total hotel revenue management: A strategic
profit perspective.
Reid, R.D. and Sanders, N.R., 2019. Operations management: an integrated approach. John
Wiley & Sons.
Shalley, C.E. and Gilson, L.L., 2017. Creativity and the management of technology: Balancing
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Van der Wagen, L. and White, L., 2018. Hospitality management. Cengage AU.
Wood, R.C. ed., 2017. Hotel Accommodation Management. Routledge.