The Nature of Rooms Division Operation

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