CX660015A: Rooms Division Operations Management Assignment

This assignment analyzes the core aspects of hotel management, focusing on the guest cycle, front office operations, and financial performance. Part A delves into the four stages of the guest cycle (pre-arrival, arrival, occupancy, and departure), outlining employee responsibilities at each stage to ensure guest satisfaction. It includes an analysis of occupancy history, calculations for room forecasting, and strategies for market research and promotion. Part B examines key problems affecting hotel profitability, such as budget control, decision-making, and operational expenses. The assignment explores the impact of operational expenses, like linen hire, uniforms, and cleaning materials. It provides recommendations for improvement, including training for managers and staff, and the implementation of cost-effective strategies to enhance financial outcomes. The assignment uses data and calculations to support the analysis, demonstrating a practical understanding of hotel management principles.

Running head: STATISTICS
Statistics
Name of the Student
Name of the University
Author Note

1STATISTICS
Assignment 1 part A (750)
1. A. The four stages of guest cycle include the pre-arrival state, the arrival stage, the
occupancy stage and the departure stage. During this stage the guest select a hotel on the
basis of factors like previous experience in the hotel, word of mouth referral by friends as
well as colleagues, location, advertisement, hotel reputation and others. In this stage, the
chief responsibility of the employees is ensure detailed and effective information about
the hotel like the room type, recreational facilities, room rate as well as other attraction
near the hotels. In the second stage, that is the arrival stage, the front office staff is
commitment to greet the guest in a cheerful manner and determine the reservation status
of the guests. He/she is also supposed to clarify the questions of the guests, provide him
with his/her booked room and escort him/her to the room by the guest service associate.
The manner in which the front office staff represent the hotel is important during the
occupancy stage. In order to ensure guest satisfaction, the front office e task needs too
coordinate with the guest requests along with providing information and supply to the
guests. Employee shod also need to ensure efficient housekeeping as well as security
maintenance. When it comes to the last step that is departure, the chief commitment of
the employees of a hotel includes providing the guess with accurate statement of the
settled accounts. In this era of high completion between hotel organizations, guests are
also provide with complementary gifts. Along with that, biding good bye with grace also
ensures guest satisfaction.
1. B. The art of supervision includes effectively motivating the employees along with
supervising their performance. The art of supervision is generally adopted by the
managers. As per my opinion, in 4 sectors of room division, namely, in the front office,

2STATISTICS
reservation, housekeeping and guest services, mangers must possess the art of
supervising. It must be ensured by the mangers that employees are maintaining the
balance guest account, confirming and granting reservation, ensuring cleanliness and are
escorting the guests effectively.
2.
occupancy history
First week of march
Day Date
Room
Arrivals
Room
Walk-ins
Room
Reservation
s
Room
No-
shows
number
of room
sold
occupanc
y
Monday 01-Jan 180 30 126 5 121 25.13
Tuesday 02-Jan 80 20 48 2 46 9.67
Wednesda
y 03-Jan 90 25 45 2 43 9.00
Thursday 04-Jan 70 40 28 2 26 5.40
Friday 05-Jan 80 30 48 2 46 9.67
Saturday 06-Jan 50 40 25 1 24 5.00
Sunday 07-Jan 160 20 128 6 122 25.33

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2.A
weekdays
occupancy 11.77
2.B
weekend
occupancy 15.17
2.C
weekly
occupancy 12.74
Calculation for room forecasting
Room Reservation = room arrivals * (room confirmed/100)
Room no-shows = expected arrivals* percentage of no shows
Number of room sold = room reservations –room no shows
Daily occupancy = (number of room sold/ total number of rooms available)*100
Weekly occupancy = (sum of Monday to Friday daily occupancy)/5
Weekend occupancy = (sum of Saturday and Sunday daily occupancy)/2
Weekday occupancy = (sum of daily occupancy)/7
2.D.

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 Conducting a thorough market research. As a front office manager, I will find out the
local key players both the real estate commercial as well as the residential.
 Creating as well as promoting Special package. For instance additional services like spa
treatments and fitness classes along with accommodation can be promoted.
 Developing mailing lists. For instance, a list of the target consumers, both local and
international will be made.
 Investing on cultural and special events in order to ensure consumer satisfaction. along
with promotional package, we can also opt for offering the consumers with special one-
day conferences, poetry readings, art shows, and other cultural events to ensure consumer
satisfaction.
 Promoting the space to local organization that has the potential use the same for special
events or meeting.
 Offering discounts and special offers like 2 for 1 meal rates and others.

Running head: STATISTICS
Type of
room standard
Number
of room Date 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
1 All Blacks Supporters
Tour
All Blacks
Supporters
Tour AB 687
Gullivers Tour GL 178 All Blacks
Supporters Tour
AB 687
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28

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29
30
31
31
31
Westpac Conference
31
31
31
31
31
Mr. Elsmore & family
31
31
31
31 M/M Gamble Mr. Hudson
D.O 40 40 40 40 41 41 1 1 5 37 37 37 35 35 35 35 42 42 10 10 10 33 33 34 34 34 1 1 1 1
W.O 83
M.O 62

Running head: STATISTICS
Waiting list
 Adventure Tours AD 378
 Air New Zealand mystery Tour
 M/M Pennington
 M/M Jacobson
 Emirates Reservations
 World Hotel Reservations
 Hamilton League Group
 Leading Hotels Reservations
3.B. Close out dates: 17th and 18th November
3.C.
 In case of cancelation of dates by any of the clients Gullivers Tour GL 178 or Westpac Conference
 The required accommodation in enough for the new client’s booking
3.D.
Occupancy percentage = (total number of room occupied/total number of room available)*100 = 62.38
percent
3.E.
1st week of November
Occupancy percentage = 83 percent
3.F.

STATISTICS 1
The density chart will help me to understand in which dates I will be able to incorporate more consumers.
Confirmation of booking of more and more consumers will help me to enhance consumer satisfaction.
Secondly, it will help me to recognize the premium clients on the basis of which I will be able to offer
service. Thirdly, I will be able to calculate increment or decrement for every month which in turn will help
to understand the current market position of the hotel.
4.A.
Total number of room 200
- Number of room reservation 75
+ Number of room reservation*no show percentage (75*5)/100 =38
+ Number of room under stays 5
- Number of room overstays 4
Number of room available for sale 164
The numbers of rooms needed overbooking for 100 percent occupancy are 164.
4.B.
Guests staying only for one night will be given priority while ensuring walk in to other hotels.
Guests will longer period of stay has the potential to impose more benefit on revenue.
For managing consumer dissatisfaction resulting from walk in
1. Hotel with similar facilities will be selected
2. Guests will be informed with detailed discussion of the facilities available in the other hotel.
3. Beneficial facilities like, discount on next arrival will be provided to the guests.
4.C.

Start
Informing the
guests about the
walk in
Informing the guests
about the facilities
available in the other
hotel
Are guests ready to walk in?
Yes
No
Escort guests to another hotel
and provide them with the
discount coupon available fr
next time visit
Escort guests to another hotel
and provide them with the
discount coupon available fr
next time visit
State the guest the difficulties
they may face in case of
pursuing stay since the rooms
are under service. Ensure them
to provide with a good amount
of discount for their next visit
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STATISTICS 3
5.
Because occupancy levels are predicted, the departments whose costs fluctuate with occupancy levels can
forecast expected costs and submit prepared budgets to the general manager and controller for review. Upper
management analyses and adjusts the budget and evaluates its efficiency. This in turn enhances the revue of
the organization.
ASSESSMENT 1 PART B
The key problems resulting in decrement in the profit scale of the organization includes
 Lack of control over the budget
 Lack of decision making capability of the managers
 the linen master was not able to make effective decision
 Lack of skills of the housekeeping staffs
 Higher investment in client satisfaction
 Higher than necessary investment on expensive amenities
o Higher than necessary investment on transportation of the employees
o Higher than necessary investment on indoor amenities
First of all, from the period end of account budget of the Chatham hotel, it can be clearly understood that
the actual investment cost is far higher compared to the actually spent investment cost. Thus it can be
clearly understood that the manager needs to plan the investment costs effectively in order to ensure the
actual expanse remains within the budget. The highest difference between the budget and actual expanse
has been evidenced in the operational expenses. Hence, as a front office manager, I am responsible for
ensuring lower expanses on operational factors.
OPERATING EXPENSES
Linen Hire 10 080 19 520
Uniforms 1 900 2 550
Contract
Cleaning
1 120 1 584
Laundry &
Valet
6 720 9 240
Flowers 1 000 2 402
In-house
Videos
840 1 680
Guest
Supplies
20 310 27 824
Fruit &
Chocolate
636 818
Cleaning
Materials
1 250 2 054

STATISTICS 4
Telephone &
Fax
9 100 13 832
Transportation 4 550 21 600
In order to ensure effective organizational changes the following step needs to be taken by the FOM and
housekeeping manager.
 The housekeeping manager needs to incorporate products of medium price range in order to ensure
providing ammonites to the employees within budget.
 Effective decision making training needs to provided to the mangers
 The employees also need to give effective training in order to enhance their multitasking skills.

STATISTICS 5
Bibliography
Anjani, D. A., Sapta, I. K. S., & Sujana, I. W. (2018). THE ROLE OF ORGANIZATIONAL
COMMITMENT AS MEDIATING THE RELATIONSHIP OF JOB SATISFACTION TO
TURNOVER INTENTION IN BESAKIH BEACH HOTEL DENPASAR.
Brian, R. (2019). The Effect Of Environmental Value Toward Consumer Behavior on Green Hotel Practice:
A Literature Review. Jurnal Hospitality dan Pariwisata, 5(1).
Mbasera, M., du Plessis, E., Saayman, M., & Kruger, M. (2018). Determining the impact of green
management policies on hotel performance: A manager’s perspective.