Hotel Operations Management Assignment

This assignment focuses on evaluating the operations of Clientele Hotel, specifically the roles played by front office staff and room division managers. It emphasizes the importance of effective communication, legal requirements fulfillment, and high demand tactics to maximize occupancy and rooms revenue.

Rooms Divisions Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Accommodation and front office services........................................................................3
1.2 Roles of accommodation and reception service staff.......................................................4
1.3 Legal and statuary requirements.......................................................................................4
1.4 Services given by rooms division.....................................................................................5
TASK 2............................................................................................................................................5
Covered in PPT ......................................................................................................................5
TASK 3............................................................................................................................................5
3.1 Importance of property interiors and design....................................................................5
3.2 Critical aspects of planning and management of accommodation...................................6
3.3 Key operational issues affecting management.................................................................6
TASK 4............................................................................................................................................7
4.1 Revenue/yield management activities..............................................................................7
4.2 Sales techniques used to promote and maximise revenue................................................7
4.3 Use of statistical data within rooms division....................................................................8
4.4 Room division performance indicators to measure success.............................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Rooms division is an important concept regarding effective operation of hospitality
functions. It is the duty of a manager of hotel to properly deploy their skills and technologies
regarding maximisation of occupancy and rooms revenue. There is huge role is played by front
office in hotels. It will be considered as nerve centre which helps to bring effective
communication link within different departments. Clientele hotel provides business functions in
London (Sia and Wieland, 2011).
In the present report, it explains about accommodation and front office services, roles and
responsibilities of reception services staff and statuary requirements which are needed to be
applied for room’s division operations. Also, importance of front of house area in effective
management, importance of property interiors and design, critical aspects of planning and
management of accommodation as well as sales technique used to promote and maximise
revenue has been described in the project.
TASK 1
1.1 Accommodation and front office services
Accommodation: It means a room or place which is provided by hotels to their
customers to stay for specific period of time. Such services of the hotels help in resolving the
conflicts regarding staying at new place for temporary period of time.
Front office: Clientele hotel is situated in city of London. It provides diversified services
in hospitality industry. Front office of this hotel is also recognised as reception area which
provides the core operational functions. From this front desk, different services provided are
mentioned below:
 Reservations
 Sales and marketing
 Housekeeping and concierge
Housekeeping: It is physically demanded job in which various tasks are performed by
housekeeper as mentioned below:
 Ensuring care and comfort of guests Providing high standard of cleanliness and upkeep
all the areas of hotel
 Establishment of welcoming atmosphere

 Fulfilment of all safety and security regulations
1.2 Roles of accommodation and reception service staff
Roles and responsibilities of Room attendant
There are many roles of room attendant in Clientele hotel which are mentioned below:
 Cleaning and preparing rooms: They have the role of cleaning of the rooms from top to
bottom before and after guest’s stay. It includes different functions like making bed,
dusting the room and furniture, cleaning of bathroom, vacuums etc.
 Customer service: Attendants also have interactions with guests which help to know
their complaints and providence of appropriate solutions. This includes about ensuring
safety and privacy of guests as well (Evertson and Weinstein, 2013).
Roles and responsibilities of Front office receptionist
 Greeting and welcoming of guests
 Answer and forward phone calls
 Maintenance of security
 Order supplies and keep record of inventories
 Arrange travel and accommodation
1.3 Legal and statuary requirements
Room division manager of Clientele hotel needs to fulfil legal and statuary requirements
as mentioned below:
 Health and Safety Act 1974: This Act brings obligation upon manager to secure the
health of the workers who are working in hotel. For this purpose, they need to apply all
safety measures which safeguard the health of workers and guests as well.
 Data Protection Act 1998: This Act ensures that the information is processed lawfully.
It brings obligation upon manager of Clientele hotel not provided data of guests to any
other so, not use for unlawful purpose.
 Fire Regulations Act 1971: It brings responsibility upon manager to undertake fire risk
assessment in hotel and ensures the fitting of fire extinguishers. The premises must have
fire and evacuation procedure.

1.4 Services given by rooms division
The room division department of Clientele hotel is provided their services in many
hospitality businesses. The main aim behind is to atain full occupancy of rooms and
maximisation of the rooms revenue. Different places where services are provided by rooms
division is mentioned below:
 Room division operation in Train companies: Clientele hotel provides rooms services
in Blue train. It provides the world class train services. Room division provides suite in
train where maximum 2 guests are allowed at one time. All the services regarding meal,
tea and drinks are also provided.
 Restaurant with room facilities and cruises: They also provide their services in cruises.
It brings the concept of restaurant with rooms facilities. So, the accommodation is
managed by rooms division of Clientele hotel (Spigel, 2013).
TASK 2
Covered in PPT
TASK 3
3.1 Importance of property interiors and design
There is huge importance of interiors and different types of designs regarding attraction
of customer and effective management.
Interior design: It is considered as an art which helps in enhancing the interior of
building to provide healthier and more pleasing environment to the customers who are using
such space. In hotel like Clientele, for interior design need to look on public space, function
space, guest rooms or suits and guest bathrooms (Guenther, 2013).
Objectives of interior design
 Provide better accommodation facilities to customers
 Attraction of the large number of customer
 Creation of pleasing environment
Types of design
 Designing of lobbies: It helps to gather first impression of customers by providence of
multi use lobbies.

 Guest room configurations: This includes about proving surprises to their guests. For
ex., development of officer for business travellers etc.
Elements of design
 Unity and Harmony
 Balance
 Focal point
 Scale and operations
 Details
3.2 Critical aspects of planning and management of accommodation
There are many aspects which help in effective management of the accommodation
service functions and rooms in Clientele hotel which are mentioned below:
 Guest supplies: The manager of hotel needs to focus on various facilities which are
required to be offered to their guests like:
- High speed net
- Self-control air conditioning
- Working desk
- 2 Line speaker phone with voicemail
- Bath robes
- Television facilities
 Controlling and updating room status: For effective management of accommodation
need to update check-in and check-out of customers. It helps in removal of inconvenience
of room services (Washington and Patterson, 2011).
3.3 Key operational issues affecting management
There are many issues which affect the operations of Clientele hotel and performance
accommodation services which are mentioned below:
 Human resource issues within housekeeping: Human resource is important department
which provides many functions regarding recruiting, training, communication, appraisal,
incentives etc.
- Training: Due to lack of training to the housekeepers, it is observed that many issues arise
regarding cleaning of rooms and lobbies. Inappropriate behaviour of the staff with guests also
affects their image and business performances.

- Communication: Lack of communication within HR and staff affects the disbursement process
of roles and responsibilities. It lowers down their overall working efficiency.
 Quality Linen control: Manager of hotel needs to adopt quality control system which
helps in delivering quality services to their customers. Lack of technology affects the
quality work in Clientele hotel (Stewart and et.al., 2013).
TASK 4
4.1 Revenue/yield management activities
There are many techniques which help in maximisation of occupancy and rooms revenue
which are mentioned below:
 Yield management: It is variable pricing strategy which is used by the manager to
influence the behaviour of customers to maximise their revenue by use of their limited
resources.
 High demand tactics of yield management: It includes different strategies like:
- Close or restrict discounts
- Apply minimum length of stay restrictions
- Reduce group room allocations
- Tighten guarantee and cancellation policies
4.2 Sales techniques used to promote and maximise revenue
The different techniques which are needed to be applied by the management of Clientele
hotel to promote and maximise their revenue is defined as follows:
 Discuss up selling rooms: It includes different methods like selling of rooms to guests
when they arrive at hotel, application of good incentive programmes to motivate staff,
greeting of guest with smile etc. This helps to improve their sales (Kerzner, 2012).
 Customer loyalty schemes: To improve sales of their rooms, it needs to attain the
loyalty and trust of their customers. So, they can choose their services over their
competitors.
 Promotion of existing services: To attract customers, there is need to provide
information regarding different breakfast, lunch, dinner and laundry facilities (Miller,
2012.).

4.3 Use of statistical data within rooms division
Purpose of forecasting
 Identification of the demand and requirements of customers
 Preparation of the effective strategies and policies
 Attainment of the desired results
 Ascertainment of the factors which affects in future
 Creation of new facilities in room
 Timely availability of rooms
Types of information for good forecasting for rooms
 Occupancy detail for earlier months and for same period of time prior 12 months
 Number of non-guaranteed reservations which helps in estimation about availability of
room.
 Renovating plans to attain competitiveness in hospitality industry
 Number of anticipated room overstays
4.4 Room division performance indicators to measure success
There are many rooms’ division performance indicators which are used by the
management of hotel to measure the success of accommodation sales (Zong and et.al., 2012).
According to such indicators, different strategies are adopted to improve their sales and
profitability. The different methods which are used are mentioned as follows:
Room Occupancy Percentage
= Number of rooms occupied/ Number of rooms available
= 880/1000= 88%
Average room rate
= Rooms revenue/ Number of rooms sold
= $50000/880= $ 56
Revenue per Available Room
= Actual rooms’ revenue/ Number of available rooms
= $50000/ 1000= $50

CONCLUSION
It has been concluded from the above report that through effective performance of roles
by front office of Clientele hotel, it helps in attraction of the large number of customer. Room
division manager has the duty to effectively provide accommodation and fulfil all legal
requirements in this regard. Front office proves as nerve centre which helps in establishment of
effective communication link. There are many techniques like high demand tactics that helps to
maximise occupancy and rooms revenue.

REFERENCES
Books and Journals
Sia, I. G. and Wieland, M. L., 2011, April. Current concepts in the management of tuberculosis.
In Mayo Clinic Proceedings (Vol. 86, No. 4. pp. 348-361). Elsevier.
Evertson, C. M. and Weinstein, C.S. eds., 2013. Handbook of classroom management: Research,
practice, and contemporary issues. Routledge.
Spigel, L., 2013. Make room for TV: Television and the family ideal in postwar America.
University of Chicago Press.
Miller, S., 2012. The effect of insurance on emergency room visits: an analysis of the 2006
Massachusetts health reform. Journal of Public Economics. 96(11-12). pp.893-908.
Guenther, T. W., 2013. Conceptualisations of ‘controlling’in German-speaking countries:
analysis and comparison with Anglo-American management control
frameworks. Journal of Management Control. 23(4). pp.269-290.
Washington, M. and Patterson, K. D., 2011. Hostile takeover or joint venture: Connections
between institutional theory and sport management research. Sport Management
Review. 14(1). pp.1-12.
Stewart, C. A. and et. al., 2013. Interferon-dependent IL-10 production by Tregs limits tumor
Th17 inflammation. The Journal of clinical investigation. 123(11). pp.4859-4874.
Kerzner, H. R., 2012. Project management case studies. John Wiley & Sons.
Zong, Y. and et. al., 2012. Application of model predictive control for active load management
in a distributed power system with high wind penetration. IEEE Transactions on Smart
Grid. 3(2). pp.1055-1062.
Online
Operating room pooling and parallel surgery processing under uncertainity, 2017. [Online].
Available through:<https://pubsonline.informs.org/doi/abs/10.1287/ijoc.1100.0396>.