The Nature of Rooms Division Operation

This report discusses the nature of rooms division operation in a hospitality organisation, specifically focusing on the services provided by the rooms division department, roles and responsibilities of a guest service manager, key legal and statutory regulations within hotel operations, and yield/revenue management. The report also includes a case study on Hilton Hotels and Resorts.

The Nature of Rooms Division
Operation

Table of Contents
The Nature of Rooms Division Operation.......................................................................................1
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Services provided by Rooms Division Operation.......................................................................3
Roles and Responsibilities of Guest Service Manager................................................................5
Key Legal and Statutory Regulations within hotel operations....................................................7
Yield/Revenue Management.......................................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Rooms Division operation in a hospitality organisation means operation and services of
reception, housekeeping, maintenance and cleaning services on the hotel so that it can provide
the accommodation needed to guest. Management of Rooms Division includes provision of
accommodation according to need and purpose of the guest, marketing and promotion of
accommodation etc (Dardeer, Tag-Eldeen and Salem, 2017). On the basis of the functions of
rooms division the management of this has been subdivided into various subparts. This report
will discuss various aspects of rooms division and its operation in the Hilton Hotels and Resorts.
Hiltons Hotels is a brand of American multinational hospitality company, it was founded in 1919
by Conrad Hilton and is headquartered at McLean, Virginia, U.S. Hilton Hotel serves worldwide
and is operated at 586 locations.
MAIN BODY
Services provided by Rooms Division Operation
Services of the room division department are key part of organisational operations in
Hilton Hotel. The services which are provided by room division operation are divided in front
office and housekeeping department, services of Front Office and Housekeeping are;
Front office services
Front office is the part of Hilton which is firstly connects with customers even before
their booking and later on their arrival at the hotel (Dejarme and et.al., 2016). This is the main
selling area in the Hilton Hotel. Services of Front office are-
Registration and Reservation of Hotel Rooms
Reservation of the hotel rooms for the customers is the important service which is
provided by front office. Front office ensures that customers are provided with specific room of
their choice on their arrival. Guest on their arrival firstly approach front office regarding their
room which they have registered in the hotel. They record information related to customer and

their choice for the accommodation and on that basis staff informs the availability of the room
for the customer.
Account Section
This is also responsibility of the front office to manage accounts of the customers,
customers are required to pay their dues at the front office and this is why cashier is responsible
for accounting at the front office (Kibe, Ogutu and Ojwach, 2019). This is added by service of
front office where they manage cash transaction, and other forms of transactions.
Complaint Handling
Front office staff is trained so that they can tactfully handle complaints of guest. This is
another service of the front office because if guest have any complaint with the service of the
Hilton Hotel then they will firstly approach front office with their complaint. Front office is
required to understand and deal with the complaint of the guest.
Coordinating with other departments of the hotel
Front office is required to coordinate with other departments of the hotel which is
housekeeping, accounting, food and beverages department of the hotel (Kibe, Ogutu and
Ojwach, 2019). Other than outsider which front office is required to coordinate with are travel
agents and local partners to carry out functions of the hotel without any difficulty and to ensure
best service is provided to the guest.
Housekeeping services
Housekeeping operations are known as backbone of the hospitality operations.
Housekeeping operations involve cleaning and furnishing of the rooms and other public areas of
the hotel. Services of the Housekeeping are;
Upkeep and Maintenance of the Hotel
This involves that housekeeping services ensures upkeep and maintenance of the entire
hotel and rooms in the hotel (Fouad, Hussein and Attia, 2016). Their services are very important

as cleaning, furnishing are some of the elements of the hotel which attract the guest towards the
hotel.
Coordinating with Front Office
This is important as on the basis of information received from front office about the
check in and checkout of the customers they are required to clean the rooms. They are required
to clean before guest check in the Hilton and after guest check out and this information is availed
from front office.
To maintain room as per the guest request
Housekeeping services are responsible so that guest can have the accommodation
according to their needs and wants. This is also responsibility of the housekeeping to ensure that
guests are satisfied with accommodation service of the hotel.
Ensuring and Meeting cleanliness standards
Important service of the housekeeping is that the Hilton Hotel meets its cleanliness
standards and establish welcoming environment for guest (Fouad, Hussein and Attia, 2016).
Ensuring that Hilton Hotel achieves maximum possible efficiency in care and comfort of the
guests in the hotel is also a service which is provided by housekeeping department.
Roles and Responsibilities of Guest Service Manager
A guest service manager in Hilton Hotel is the one who is responsible for managing front
office management and guest management. This is a important operational role in the hotel as
their customers are their guest and this way guest service manager is able to contribute in guest
satisfaction at the hotel. The services of guest service manager at Hilton Hotel are;
Assist in check in and check out
This is prime responsibility of the guest service manager as they are required to assist
guest in their check in and checkout procedures (Özdemir, Çolak and Shmilli, 2019). Guest
might not aware with the procedures and then this becomes responsibility of the manager that
they introduce the procedure to the guest and what guest are required to complete their check in
and checkout procedures.

Respond to Guest Requests and Complaints
This is another responsibility of the guest service manager as they are required to respond
to requests of the customers and along with that they are also required to manage and handle
complaints from the customers. These are both important participants in the satisfaction of the
guest from the service of the hotel. In case any of this is not handled properly and with due
diligence then this might affect satisfaction of the guest.
Monitoring staff scheduling and Shifts
This is also responsibility of the guest service manager that staff scheduling is proper
(Fauziah, 2019). This is an important task and responsibility of the manager as Hilton Hotel
employs different type of staff on the basis of the shifts because hotel operate 24 hours a day and
their duties are based on shifts and timing. This is responsibility of the guest service manager to
monitor and manage scheduling and shifts of the staff.
Management of Staff who directly interact with guest
This is also responsibility of the guest service manager that they manage the staff who
directly interacts with guest at the hotel. This management is aimed at ensuring high quality
guest satisfaction of hotel services. These are staff working at front office and those who are
working in guest service.
Training of new guest department personnel
This is also duty of guest service manager that new personnel at Hilton Hotel in guest
service department are provided with training so that they can contribute in management of guest
satisfaction at the hotel.
Maintaining knowledge of hotel
Hotel provide various type of services and facilities and this is why guest service
manager is required to maintain proper knowledge of the types of room, room rack, location of
the room in the hotel, package plan and facilities of the hotel (Arimbawa, Mataram and
Budarma, 2019). This knowledge helps them in assisting guest regarding their various queries
related to facilities and services of the hotel.

Answers Letter of inquiry regarding rates and availability
The rate here refers to rate at which rooms are provided in the hotel and availability of
the room refers to whether particular room in the hotel is available to be sold to the customer. It
is responsibility of the guest service manager to answer all such letter of inquiry to the customers
ensuring that guest get accurate information about the hotel.
Key Legal and Statutory Regulations within hotel operations
Every organisation has to follow some of the regulations according to their nature though
some regulations are similar in every business organisation. Some of the regulations differ on the
basis of nature of the business (Nikolskaya and et.al., 2018). Hilton Hotel is hospitality
organisation and along with general regulations for the business it has to follow specific
regulations which are required to be followed by the hospitality organisations. Key regulations
required to be followed by Hilton Hotel are;
Food Safety Regulations
Food and beverages functions are important functions of a hospitality organisation. This
is why it is important that Hilton Hotel follows food safety and standards in its functions. Some
of the key aspects of this are;
Transparency which refers to giving all the required information to the guest about what they are
eating and what products and ingredients has been used in preparation of food and beverages.
This information is provided through menu of the hotel and its restaurants. This is important for
the safety of the guest as they have all the information related to food and beverages.
Standard food Products means that only food products which are of high standards and does not
have any negative impact on the health of the guest (Sonnier and Nichols, 2018). Along with
this, ingredients of the food are stored in proper condition before using them for preparation of
the food.
Another key aspect of this is that ingredients which are being used in the food are approved by
the regulations. Hotel has to ensure that nothing in the food is being used which is not allowed to
be used by the laws and regulations.

Labour Laws and Employment Regulations
Labour laws and employment legislations are not something different all the organisation
has to follow these regulations regarding employees and employment in their organisation. but in
relation with hospitality the employment regulations are different because of different nature of
employment in the organisation. Hilton Hotel operates 24 hours and this is why Hotel has to
employ workers on the basis of the shifts and other than this part time and contractual worker are
also employed by the Hilton Hotel. Considering this nature of employment some of the
regulations are;
Working conditions, hotel should ensure that it is proving proper working condition to its
employees and along with that it is also able to provide proper working condition to those who
are working in extra hours or which can be considered as nights shifts.
Wages and salary of the staff should be based on their nature of job and other than this workers
working in extra hours can be provided extra wages and salaries (Frawley, Goh and Law, 2019).
Health and Safety should be managed in the organisation and workers should be provided with
adequate and required equipments for their work. Equipments too ensure their safety should be
provided and guidelines needs to be issued when workers are working in the areas being
manufactured and which are not generally safe.
Guest Safety Regulations
Just like customer protection and safety in other business Hilton Hotel is also required to keep in
mind safety of its guests. The regulations for guest safety at the Hilton Hotel includes-
Slip and Trip Hazards
These are some common hazards in hotel organisations and hotels should ensure safety of its
guest from the same (Sonnier and Nichols, 2018). This can be taken care by ensuring that floors
of the hotel are in good condition and carpets do not have any bumps. Other than safety
indicators should also be given wherever required.
Fire Safety

This ensures safety of guest from the fire and fire accidents. This requires that hotel has proper
equipments to aware people and this is possible by installing fire and smoke alarm in all areas
and all rooms of the Hilton Hotel. Fire safety equipments should also be there in the hotel to
reduce the fire in first place.
Yield/Revenue Management
Revenue management refers to strategic distribution and pricing tactics of the hotel.
Hilton Hotel manages its revenue to sell their property and its perishable inventory to the right
guest at the right time, to increase the revenue of the Hilton Hotel. This also takes other products
like food and beverages into the picture while strategically planning its distribution.
Revenue management is based on the measurement and evaluation of what customers from
different segments of the hotel are willing to pay for the hospitality service (Breaux and Collins,
2017). This is measured and monitored on the basis of demand and supply of the rooms in the
Hilton Hotel.
Every guest and traveller has their maximum value they can offer for the hospitality service and
revenue management takes into account how maximum of this value can be captured. Hilton
Hotel do this by selling directly as this will save mediating cost for the guest and hotel, purchase
extension, and become a return visitor.
Revenue management can be effective and successful by understanding that pricing of the hotel
services are fluid and can be changed from one day to another. This also requires to take into
consideration that hotel can any time increase and decrease their pricing based on the guest and
customers they are targeting. Hilton Hotel can vary its pricing based on the demand and supply
ratio of the hotel.
Through selling and promotional techniques Hilton Hotel can increase its demand and as the
demand of the rooms goes up they can also increase their price and this will increase their
Average Daily Room Rate (Vinod, 2016). This pricing can also be reduced when the demand is
less as a strategy to attract customers in this time so that demand and pricing during pick time
and other time does not vary too much.
Elements of the Revenue management are;

Right data, this means that data should be right and include all the aspects that affect the pricing
decision of the hotel. This includes competitors pricing, review and rating of the hotel etc.
Automated Decision, this means that on the basis of data Hilton hotel need to have a system
which can immediately process the data and determine accurate pricing for the services.
A unified system, this means that Hilton Hotel should have a unified system which can respond
to last minute bookings of the customers (Civak, Kaya and Emeksiz, 2017). The system which
can increase and distribute the price at the right time when customers are booking so that revenue
can be increased and managed.
Some of the ways in which Hilton Hotel can increase its revenue are;
Online Bookings should be available. Hilton should ensure that it is online bookable every time
because of increasing trend of online bookings.
Sell and include other hotel products along with rooms (Vinod, 2016). This means that Hilton
should include other products and services of the hotel when they are selling their rooms to
attract customers which will increase revenue of the Hilton Hotel.
CONCLUSION
On the basis of above report it can be concluded that rooms division is significant part
and function of the hospitality organisation. Rooms division is further divided in many parts and
these are front office, housekeeping and maintenance etc. and all the departments are equally
responsible for successful management of the Hotel. Customer satisfaction and revenue increase
of the hotel is dependent on the collective efficiency of the all functions of the organisation. This
report included discussion about front office and housekeeping which are both significant for
customer satisfaction. Front office is important in building first image of the organisation and
housekeeping is important for creating long lasting image in the mind of guest that attract them
to come again for the services of hotel.

REFERENCES
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