The Nature of Rooms Division Operations

The nature of the Rooms
Division Operations

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAINBODY...................................................................................................................................3
Critically evaluation of Rooms division operations....................................................................3
Critically analyse roles and responsibility of Front Office Manager within the hotel Rooms
Division department.....................................................................................................................5
key legal and statutory regulations..............................................................................................7
Critically analyse the Yield Management/Revenue Management...............................................8
Transient or FIT room sales........................................................................................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
Room Division can be defined as the type of hotel that includes numerous variety of
departments, contains reservation, front desk, housekeeping, guest services and security. Room
division department attends to the requirement of guests from their reservation and check-in to
check-out. This department plays essential role in the promotion plans of hotel because guest
attracts by room interior and services then they check other services in hotel. So, it impacts
overall revenue and needs a smart strategy for completing overall operation successfully in the
hotel. It is the source of generating revenue instead of other division. To understand role of room
division management has a example of Britannia hotel. It is a British hotel group along with 61
hotels across the countries which is headquartered in Hale, UK. The report helps to understand
services of the room service division in the hotel.
MAINBODY
Critically evaluation of Rooms division operations
Room division management plays essential role in hotel because they responsible for
overseeing front office and housekeeping operations (Kulesza, 2019). The major operation is to
monitor overall department performance which improves quality of services. The main operation
of Rooms division is performed by both front office and house keeping department. These
department also known as revenue generator because room division attracts guest by offering
well-organized room which meets their needs and budget as well. While Front office and hose
keeping department provides services to meet room division department. Let’s discuss about
services which are performed by housekeeping and front office department. Britannia Hotel is
British hotel which offers various type services to guest that is not only limited for UK but also
in other countries as well. The role of rooms division operation in the Britannia hotel is quite
impressive. It is described below:
Front office department
Front office is reception areas of the hotel which includes front desk, reservation, sales
and marketing, housekeeping etc. Front office is the place where guest visits when they arrive in
the hotel. FO provides guest services in hotel such as handles guest mails, message and keys. In

addition, they resolve guest complaints regarding room cleaning and others. Rooms division
department classified front office staff for number of operations i.e. front desk management,
cashier, night auditor, mail & information clerks, telephone operators, reservation agent and
uniformed service agent etc (Mejia, 2017). These are the main staff who offers their services to
guest in different manner. Apart from this, FO keeps constant communication with other
departments as well so they can fulfil customer’s need. Front desk agent registers guests who
have reserved their room or visit to reserve room. They also maintain rooms availability
information so that they can inform to reservation agent about room availability. While night
auditor prepares daily repots i.e. occupancy report and revenue report and sends to management
for further action. The department provides direct access to guest for communicating regain to
know about room status and food service scenario. Front office is revenue generating department
in the hotel because they keep overall history about guest, number of guest reservation,
maintenance setting and others. Entire guest cycle i.e. pre-arrival, arrival and departure or post-
arrival etc. handles by FO. That’s why front office is the main part of reception staff because
they are totally related to guest. Front office of gives these type services to guest which leads
satisfaction and encourages them to revisit. Hotel gets negative impact on its performance when
front office staff unable to offer effective service that leads dissatisfaction in guests. It is
necessary for rooms division management to oversees FO staff services as result easy to give
high quality service at workplace.
House keeping department
House keeping also is another important department which plays essential role in the
hotel and supports front office to gives information about room availability, guest occupancy and
others. The department is considered as the backbone of hotel because they are mainly
responsible for the upkeep and maintenance of whole hotel. Guest satisfaction occurs when they
get environment neat clean and hygienic. Housekeeping department provides different types of
housekeeping services 24 hours a day. To offer effective services within organization are divided
into three shifts by housekeeping management i.e. morning shift, afternoon shift and night shift.
Morning house keeping services is highly busiest hours for morning shift because they clean
public areas and back office before initiating operations (Oliveira, Carravilla and Oliveira,
2017). Even they clean those rooms which are occupied by guest and departures room that are