Room Division Operations Management

This report provides an in-depth analysis of room division operations management in the hospitality industry, focusing on the services provided, the implementation of property management systems, and the evaluation of room division operations and services. It also examines the factors contributing to effective management and business performance, including location, flexibility, housekeeping departments, room design, and inventory management.

ROOM DIVISION OPERATIONS
MANAGEMENT

Table of Contents
INTRODUCTION ...............................................................................................................................2
TASK 1 ................................................................................................................................................3
Discuss the service provide by room divisions operations by using applications...........................3
Examine the services provided by RDO and implement PMS in relevance with organisation.......4
Evaluate the room division operations and services with reservation context................................5
TASK 2.................................................................................................................................................7
Examine the factors contributing to management and performance relevant to organisation.........7
Analyse the factors contributing to management and business performance..................................8
Examine the tools & systems to maximise room revenue and measure occupancy .......................9
REFERENCES...................................................................................................................................11
BOOKS& JOURNAL:...................................................................................................................11
INTRODUCTION
Hospitality industry are rising and emerging in market at rapid level. Customers are their
main source through which they earn profit and revenue. Service and hospitality industry provide
huge contribution to country’s economy. The Ritz London, headquartered in UK is a leading hotel
and providing services across the globe. Ample number of functions and operations are involved in
such type of entities. This report includes services provided by room division operations, using

applications such as PMS, types of reservations, factors affecting the effective management and
business performance in context to room design, housekeeping department, Inventories, linen room,
and using of tools as well as systems to measure room revenues and occupancy.
TASK 1
Discuss the service provide by room divisions operations by using applications
In service industry, business is carried out with motive of earning profit and money.. Room
division in hotels play vital role and is managed as well as maintained by manger of the hotel. In
context to The Ritz, this division involves ample number of departments such as guest services,
security, front desk etc.(Thio,2016). Lodging industry is another department which is used and
provided by hotels. It refers to providing accommodation to the customers for specific period of
times. There are various types of lodging industry such as residential, airport hotels, motels, etc.
Classifying hotels-
Hotels are classified into various factors such as size, level of services, target markets, ownership
and affiliation.
Size- In hotel industry size matters a lot weather it is of room, hotel, parking area or
employee. In context to The Ritz London, business is expanding at rapid level and size is
increasing. (Febrian, 2016).
Level of services- Further come the services provided by a particular hotel to its customers
and guest. In relation with The Ritz London, they provide various services such as The Ritz Butlers,
Concierge etc. Frond desk and other staff make ensure that all the services are delivered to
customers in appropriate manner.

Organisational Chart- The Ritz
The above chart depicts that how the management and staff of hotel work and operate.
Every hotel industry prepare organisational chart so that roles and responsibilities are perform in
better manner.
Examine the services provided by RDO and implement PMS in relevance with organisation
Front office operations- Front office operations are essential part of the hotels because
customer or guest first interacts with front desk staff and queries asked and solved in this
department. (Bahar, 2019).
Guest Cycle
The guest cycle is systematic process through which each and every customer passes
through from the stage of inquiring to departed aspects. It include several stages which are
mentioned below-
Pre arrival- The first stage of Guest cycle in which the guest or customer choose and select

the hotel for stay. (Quarshie,2018).
Arrival- Further come the arrival stage in which guest register and rooms are allotted
according to the need and requirement.
Occupancy- The third stage of guest cycle in which customer stay at hotel and enjoy the
services. In relation with The Ritz London, they regularly ask customers if they need or require
anything from the hotel or outside the hotel.
Departure- Then come the departure stage and it involves checking out and completing the
payment process if any amount is due or not.
Front office system- These are those departments who are responsible for maintain and
managing the relationship between customers when guest stays and leaves the hotel. Also,
necessary credentials are collected by front office of customers which can be used in future
prospective.(Kimes,2016).
Front office documents- It involves maintaining and managing the crucial information and
data of present and previous customers. This also helps in examining the competition at wider level.
PMS (Property Management System)
It is system used by hotel industry which keeps record of every transaction and activity
occurred in the process of accommodation and service. In context to The Ritz London, this tool is
operated by front desk executives and security team of the hotel.
Front office audit- These are those in which accounts of all the guest and non- guest are
settled by the finance and audit team. Transactions related to each account are verified and posted to
right guest account. In context to The Ritz, their front office audit double check all the transactions
in appropriate manner so that conflicts and errors does not arise (Civak, 2017).
Evaluate the room division operations and services with reservation context
Services are important in hotel industry as they satisfy the customer satisfaction at wider
level. Without providing services, functions and operations cannot be performed by hotels. In
relation with The Ritz, manager of the hotel make ensure that customer or guest receive what they
are looking for and in proper manner.
Reservation-
In hotel industry, reservation refers to booking a room for specified period of time and
blocking others to use it. In relation with The Ritz London, they use reservation system and is
maintained as well as managed by manager& front office department. There are various types of
reservations which are described below-
Tentative Reservation- In this type of reservation, guest make a unsure dates and reserve
the room. Hotel gives them a cut-off date and reserve the room till the confirmation of client or
dates given by both the party. In context to The Ritz, front office department ensure that process is
done in proper way and reservation which have been cancelled are back to their status.
Waitlisted Reservation- This refers to when the room is not available on requested dates
and time. Confirmation of room is only done when there is cancellation and hotel ensures that no
room remain vacant. In relation with The Ritz London, they front office staff and department are
well organised & perform their roles as well as responsibilities in appropriate manner.

Confirmed Reservation- Further come the confirmation reservation in which room is
confirmed for specified period of time. The Ritz London, blocks any other reservation for that room
and updates are done in the online management system of hotel.
Group reservation- It is types of reservation in which various people or guest come along
as group and leader of the members reserve the rooms for all. In context to The Ritz London, they
make ensure that a relationship is maintained between the leader and staff because high amount of
profit is generated when people in a group make reservation to hotel.
Reservation availability- This refers to when prospective guest or customer ask the selected
hotel for the availability of reservation. In context to The Ritz London, front office department
accepts the reservation request if there is availability and rejects if not. Also, if request is rejected
then staff provides alternatives room within as well as outside the nearby hotels.
Reservation report- In hotel industry, ample number of reservation reports are maintained
and managed by department. Reports which used by The Ritz London are mentioned below-
Revenue forecast report- It includes the volume and productivity level of business that the
hotel is going to generate in upcoming and specified period of time.
Expected arrival list report- It comprises of all the credentials of guest and customers who
are arriving on next day. For example- names, time, room number and keys etc.
Departure list report- All the guest and customer’s names as well as other information who
are going to or expected to depart on next day or in upcoming days (Gautam, 2019).
Reservation Record- It is necessary to maintain and manage record data as well as information of
guest or customers. In relation The Ritz London, reservation record is maintained by two methods
which are described below-
Structuring the original reservation- This states that when reservation is done and
accepted by the hotel it should properly feed and organised into the computer and PMP (HOTEL
OS). In context to The Ritz London, they use and save the data into chronological order in which all
the credentials are displayed according to time and name.
Modification- Handling reservation is complex and serious process. The Ritz London,
maintain all the activities and changes related to reservation such as cancellation, modification, ad-
on etc.
Reservation considerations-
E-commerce- It refers to online websites through which business run its activities,
functions and operations in proper way. In context to The Ritz London, their customer or guest can
book the reservation through their e-commerce websites (Vasta, 2019).
Waiting lists- In this, staff assist guest to give information about room availability and
recommend the best alternative options if request is rejected.
Legal implications- When customer or guest reserve room and come to hotel, a contract is
enforced which bind both the party legally. In context to The Ritz London, they take this legal
process in systematic manner so that everything goes smoothly.

TASK 2
Explain the factors that contribute to business performance and effective management
Hotel industry work with ethics and under government considerations as well as legislations.
In context to The Ritz London there are many factors/elements which has a deep impact on business
performance and effective management which are discussed below-
Location- In service industry, it crucial to determine the location for the business where
customer access is easy and raw materials are available for functions as well as operations. In
relation with The Ritz London. They have setup their all branches mostly in the commercial areas
so that it is easy to locate as well as access by the people.
Flexibility- When it comes to service industry, chances of flexibility are less because it
changes the whole process of business. In context to The Ritz London, management and business
process is rigid. So, it affects both effective management as well as business performance at broader
level. (Dolan, 2019).
Housekeeping Departments- These departments are those who are responsible for
maintaining and managing the cleanliness, back areas, public areas, etc. The Ritz London, plan and
organize their management in appropriate manner so that satisfaction is provided to guest and
customers.
Planning& Organizing-
This includes number of aspects which are mentioned below-
AIL (Area Inventory List)- It includes all necessary items which are required to maintain
by housekeeping such as various types of guestroom, structure, size etc. In relation with The Ritz
London, manager ensures that everything is done according to need as well as requirements.
Schedule- It involves a frequency in which how often the areas in inventory list are needed
to be cleaned and maintained depending upon the regular, weekly or monthly basis. In context to
The Ritz London, housekeeping department follows the instructions of senior clerk or manager and
perform accordingly. (Zia, 2020).
Identifying responsibilities of Housekeeping-
Various types of responsibilities are performed by housekeeping in services industry which are
mentioned below-
 Maintaining the room cleanliness and solving problem of customer or guest.
 Assist customers with their room keys, security and safety measures.
 Ensuring that hotel property does not get affected by anyone in the firm.
 If guest left something behind the room when checking out then housekeeping staff help
them in proper manner.
Examine the factors contributing to management and performance relevant to organisation
Room design- When guest or customers search the hotel, first thing which ask for is room
prices and visibility of the room. Room design is important because it attracts the customers to live
in peaceful manner. In context to The Ritz London, there many factors which affect the room design
of hotel and are mentioned below-

Colour scheme- In room deigning, colour matters the most and is to be used and applied on
the walls in proper way so that it attracts the customers easily. In relation with The Ritz London, all
their rooms are attractive.
Wallpapers- Further come the wallpapers which includes paintings, designs etc. In context
to The Ritz London, hotel has displayed historical wallpapers and paintings because it captures the
value.
Types & styles of room design-
There are various types and styles of room design which are offered by The Ritz London
and are discussed below-
Business hotel room – In these types of room designs, certain amenities are placed for
business meetings and businessman such as notebook and pen, WI-FI, bar, chair and desks, electric
wall sockets etc. The Ritz London provides all these facilities so that businessman can conduct their
meetings as well as do their work in appropriate manner.
Leisure hotel room &suites- Further come the leisure and suites room in which certain
amenities are provided such as ceiling fan, flat panel TV etc. In relation with The Ritz London, they
have ample number of leisure and suites room and are used by customers according to preferences
and demands.(Febrian, 2016).
Analyse the factors contributing to management and business performance
Managing Inventories- In hotel industry, it is crucial to maintain the inventory of hotel so
that problem does not occur and business runs its activities smoothly. In context to The Ritz
London, manager and clerk are responsible for handling the inventory section in the firm. In this, it
can be either at par level or linen depending upon the entity selection.
Inventories at par level- It refers to a specified amount which is needed in inventory to
maintain and fulfil a stock. It often happens that stock gets empty when there is demand at the time
of events, activities etc. So, backup or stock is to be full when such situation arises.(Thio,2016)
Linens- It refers to maintaining and replacing the daily used amenities with fresh ones. In
relation with The Ritz London, they manage three types of linen such as table, bed and bath.
Describe the effects of business performance and management (Factors) in relevance with
linen concept
Linen room- These are those rooms which act as storage or warehouse and are used by
housekeeping department to store inventory and products. In relation with The Ritz London, they
use linen room for keeping their extra stock and products.
Types of linen- There are various types of linen which are maintained and managed by
housekeeping department in the hotel and are explained below-
Bed- It includes changing and number of pillows in a room, bed-sheets, and matrices.
Table- This involves napkins, table clock, etc.
Bath- In these various stocks are maintained such as soap, towels, hand towel, mirror etc.
Laundry management is essential in hotel industry and is need by customers. It includes several
aspects-

Sorting linen- It includes linen properly according to item use, fabric etc.
Washing linen- It involves washing the linen and maintaining the machines in proper way.
Dry/iron- The washed linen put into dryers and are ironed in appropriate manner.
Control/deliver the linen- All the linen premises are deliver and to their respective places
such as guestroom, banquet halls etc.
Examine the tools & systems to maximise room revenue and measure occupancy
Revenue is important for business to carry out the functions and operations inappropriate
manner. Occupancy in hotels refers to number of room that is being sold by the staff per day. It is
also believe that if room rates increases, level of occupancy goes down. So, to analyse this situation
The Ritz London uses yield& revenue management in the firm.
Revenue management-
It is tool used by firm to determine and evaluate the revenue to the actual revenue &
comparison is done.
Components of RM are as follows-
Customer segmentation- In this, customers are targeted on the basis of certain variable like
gender, age etc.(Bahar, 2019).
Demand Forecasting- In this, historical data is used to analyse the demand status in the
market.
Yield management-
It is strategy which is used and applied in the firm so that consumer behaviour is influenced
as well as analysed in proper manner. The Ritz London uses this method so that more revenue is
generated within the firm. (Quarshie,2018).

CONCLUSION
After a brief analysis of above report it is concluded that room division operations
management is longer and complex procedure. Hotel industry maintains all the need and
requirement needed by customers as well as guests. Reservation, revenue management,
housekeeping, and many functions and operations are involved which are to be managed
appropriately. PMS and TSA are types of system and software’s which helps in generating profit,
revenue and handling process of service industry. Business performance and management is
affected by factors which is to be examined properly by the staff or employees.

REFERENCES
BOOKS& JOURNAL:
Febrian, R., Nuraeni, R. and Aprianti, A., 2016. Pengaruh Komunikasi Internal Terhadap Kinerja
Karyawan (studi Pada Hotel Horisson Ultima Bandng Bagian Room Division).eProceedings
of Management,3(2).
Thio, S. and King, B., 2016. The managerial competencies required by Indonesia’s leading hotel
groups: A preliminary investigation.Heritage, Culture and Society: Research agenda and
best practices in the hospitality and tourism industry, p.95.
Bahar, M., Leśniewska-Napierała, K., Napierała, T. and Topsakal, Y., 2019. Impact of Technology
Acceptance by Employees on Hotel Competitiveness. InThe Third International Congress
on Future of Tourism: Innovation, Entrepreneurship and Sustainability (Futourism 2019);.
Mersin University.
Quarshie, J.M. and Amenumey, E.K., 2018. Utilisation of information and communication
technologies in hotel operations in the central region of Ghana.Journal of Hospitality
Management and Tourism, 9 (1), 1,13.
Kimes, S.E., 2016. The evolution of hotel revenue management.Journal of Revenue and Pricing
Management,15(3-4), pp.247-251.
Civak, B., Kaya, E. and Emeksiz, M., 2017. Online distribution channels and yield management in
the hotel industry. InRoutledge Handbook of Hospitality Marketing(pp. 210-223).
Routledge.
Gautam, K., Pandey, A.K., Morya, V.K. and Bhandari, M., 2019. A novel microwave mediated
disinfection method for hospital linen.
Vasta, A., Figueiredo, E., Valente, S., Vihinen, H. and Nieto-Romero, M., 2019. Place-based policies
for sustainability and rural development: the case of a portuguese village “Spun” in
traditional Linen.Social Sciences,8(10), p.289.
Dolan, A., 2019. Touching Linen: Textiles, Emotion and Bodily Intimacy in England C. 1708-
1818.Cultural and Social History,16(2), pp.145-164.

Zia, K.M., Raman, S. and Yip, A., 2020.Techniques for crowdsourcing a room design, using
augmented reality. U.S. Patent Application 16/549,459.
Davis, M., Elliott, R., Hills, R. and Fry, M., 2019. Single-Room Ward Design and Its Impact on
Service and Patient Outcomes: An Evaluation Study.Orthopaedic Nursing,38(5), pp.317-
325.