Analysis of Four Seasons Hotel Room Division Operations and Services

This report examines the room division operations of the Four Seasons Hotel, a global luxury brand. It details the services provided, primarily through the Front Office and Housekeeping departments, including guest services, accommodation, and revenue management. The report outlines the roles and responsibilities of the Front Office Manager, emphasizing data management, customer service, and staff supervision. It also covers legal and statutory regulations, such as the Health and Safety Act and hazardous substance handling, crucial for employee and guest safety. Furthermore, the report describes revenue per yield management activities and techniques, highlighting the importance of understanding inelastic and elastic demand, and protection level estimation. The analysis underscores the importance of these elements in maintaining customer satisfaction and operational efficiency within the hotel.

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
MAIN BODY..................................................................................................................................1
Services provided by the Rooms Division operations.................................................................1
Roles and responsibilities of hotel Rooms Division department.................................................2
Legal and statutory regulations within the hotel operations........................................................3
Description on Revenue per Yield management activities and techniques.................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Room division management can be defined as that works to manage operation in such
manner so that guests can get enjoyable environment in hotel. Present study is based on Four
seasons hotel Inc. It is the global brand that serves luxurious services to wide range of
consumers. It has around 100 hotels globally (Ramdeen, Taylorand Lee, 2019). Hotel always
ensure to plan its activities and mange resources well so that enterprise can meet its objective
successfully. Current assignment will evaluate various services that are provided by room
division operations of Four-season hotel Inc. Furthermore, report ill analyses responsibility of
front office manager in the hotel. It will explain various legal frameworks that must be follow by
each hotel to raise operational efficiency of hotel. It will evaluate yield management elements so
that revenue can be generated in company.
MAIN BODY
Services provided by the Rooms Division operations
There are various kinds of services that are provided by room division operations. Room
division operation services are mainly fulfilled by Front office and Housekeeping Department.
Oner of the most basic and important level of services that are provided to the customers is
provided by either front office or housekeeping department (Chou, Lee and Hong, 2018). They
are the one who focuses on fulfilling basic needs and requirements of customers that not only
helps the hotel to enhance their customer satisfaction level but also helps the hotel to increase
their overall customer base. Basic services provided by room division operations are: guest
service, accommodation, accounting managing property management service system, revenue
management and reservation, general data management and many more. Most of the hotels
majorly depend upon variety of services that are offered by rooms division operations
management as overall quality of a hotel services are majorly defined by luxurious settings
within rooms (Ramdeen, Taylorand Lee, 2019). Whether it is a two-star hotel or a seven-star
hotel room division operations services provided by them to their guest are extremely important.
Four-season hotel provides variety of services to their customers related to front office,
housekeeping, reservation, concierge, communications, security and guest service. Room
division mainly provide services to the guest when they arrive at the hotel (Aprilia, Somantri and
Mirwanti, 2019). At Four-season hotel guest are also provided with an additional service of
keeping their valuables in safe deposit. All the customers who stay at Four-season hotel are
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provided with excellent time to time service housekeeping service to their guest. They provide
housekeeping service in the form of room management, public area or room cleanliness,
removing any kind of wastage or unwanted items that can affect their guest experience.
Other than this other service that are provided by room division operations management
of Four-season hotel is booking tours and transports. Within room division operations, Front
office department is one of the most important and visible department for the guest. It majorly
focuses on communication related to hotel operations such as mailing, cashing, registration,
room assignment, updating information and many more. These are the main services that are
provided by front office department to their guest. They are the one who are responsible for
providing excellent service to their customers (Hasenbush, Flores and Herman, 2019). If
customers have any kind of query then it is first and the foremost responsibility of the front
office department to update their customers with the same. Other than this, accommodation staff
members of room division are responsible for maintaining hygiene at the hotel. They also focus
on maintaining hygiene of the hotel, its rooms and suits. Four-season hotel also provides
luxurious services to their guest in order to meet international quality standards. Other than these
services, Four-season hotel also focuses on fulfilling other requirements of their guest as well
such as ironing, food and beverage services, shoo polishing and additional room services
(Ramdeen, Taylorand Lee, 2019). There are various other services such as health services are
also available for the customers if they want to avail it. All the services provided by Four-season
hotel room division operations are available 24*7 for their customers without degrading overall
quality of their hotel services.
Roles and responsibilities of hotel Rooms Division department
There are various kinds of employees or staff members that work under room division
department of a hotel. Each employees or staff members has their own roles and responsibilities
(Chinoy, Duffy and Czeisler, 2018). One of the main staff member or employees working within
room division department is Front office manager. One of the main tasks of Front office manager
of Four-season hotel is to keep all kinds of records, data or information of expenditure, revenue
that have been incurred as well as the bill which is charged to the customers of the hotels. They
also focus on providing any kind of required information to guest or customers of the hotel.
Main role of Front office manager of a hotel is to make sure that front office of the hotel is run
smoothly and efficiently as it is one of the places where customers of guest of the hotel come in
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contact with the staff members. Front office manager is also known as front desk manager. There
are various responsibilities of a front office managers which helps them to accomplish their
duties in an excellent manner (Samori, Rahman and Zahari, 2017). Some of the main
responsibilities of front office manager (FOM) are as follows:
 FOM are responsible for management of all the employees of Front office. If there is
requirement to provide training to front office department employees then, it is provided by
the Front office manager.
 FOM are also responsible for ensuring that front desk provides an excellent, professional and
friendly service to their guest or customers.
 Another one of the main responsibilities of FOM is to deal with all kinds of customers of the
hotel and fulfil their needs or requirements or clarify their doubts in a better manner.
 They are also responsible for arranging a schedule for their staff members so that they can
complete their work in an effective manner.
 They work as a liaison between front office staff members and general manager (Carder,
Edwards and Burns, 2017).
 They are also responsible for verifying accurate room status and checking whether room
status information maintained and updated properly.
 FOM is responsible for working within the budget allocated for the front office.
 One of the main responsibilities of FOM is to receive accurate information from the previous
front office manager and pass all kinds of important information’s and updates to the
upcoming front office manager.
 They continuously monitor and checks cashiers in and out as well as they also focus on
verifying bank deposits at the end of their shift.
 They are also responsible for operating all aspects of front office computer systems that
includes, software usage, software maintenance, report generation and analysis and
configuration of any kind of changes.
Legal and statutory regulations within the hotel operations
Each and every hotel has an obligation of providing health, safety and security to their
employees as well as to their guest. It is one of the main and primary responsibility of the hotel
management and staff members to fulfil these obligations of health, safety and security by
focusing on keeping their workplace healthy, secure and safe. Complying with legal and
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statutory regulations is extremely important for Four season hotel as it helps them to grab their
customers attention and enhance their overall customer satisfaction (Tintabura, Lertputtarak and
Chanruang, 2017). Four-season hotel is extremely careful about these issues as it can affect their
brand image and customer satisfaction. There are various legal and statutory regulations that are
required to be focused on and complied with for grabbing their guest attention and enhancing
their overall customer base. Two of the main Legal and statutory regulations are: health and
safety Act and hazardous substance handling.
Health and safety Act: this act mainly aim at protecting both employees and employer of a
hotel. Increase awareness and safety of the all the employees or staff members who are at work.
Other than this there are many other health and safety precautionary measures that are required
to be focused on included by the employer for their employees and guest (Resh, Grimes and
Aguirre, 2018). One of the main and foremost reason of accidents within a hotel are poor lifting
or handing of fragile items or hazardous items, misuse of equipment’s, distractions, wet floors,
hasty work and many more. Due to these reasons various kinds of accidents take place at the
hotels. Compiling with health and safety act can help hotel organizations to reduce type of
hazards that can occur within a hotel.
Hazardous substance handling: Another kind of Legal and statutory regulations applicable
within a hotel organization is hazardous substance handling. This is one regulation COSHH also
known as Control of substances hazardous for health regulation. This regulation helps the hotel
organizations to handle hazardous substances like cleaning agents and many more. This
regulation consists of various information on storage of hazardous substances, labelling them,
usage, storage and their protection while they are not at use. It is first and the foremost
responsibility of the hotel employers to train their employees, provide them basic and required
information related to such Legal and statutory regulations before offering them work or job
roles and responsibilities (Resh, Grimes and Aguirre, 2018). It is one of the main responsibility
of hotel top management to make their employees aware about ways in which they should work
with the hazardous chemicals, should provide them with necessary precautionary information
and should also provide them with necessary protective cloths such as gloves, apron, face mask
and many other required clothing.
These are the two most important Legal and statutory regulations that are required to
focused on and complied by Four seasons hotel so that they can further focus on enhancing their
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customer satisfaction level and expectations. Working on enhancing health and safety
requirements of hotel helps them to increase their customer base and reach their target customer
base as well.
Description on Revenue per Yield management activities and techniques.
Yield management put focuses on enhancing the revenue yield with combination of volume
of activity and selling price. Therefore, this can be stated that revenue management is nothing
but this is termed out as process that aids to sell the right commodity and right service to right
customer at the right time (Resh, Grimes and Aguirre, 2018). Thus, Yield management is defined
as complex process because this includes several aspect of management control that covers rate
management, revenue streams management and distribution channel management etc.
Henceforth, Yield management termed out as multidisciplinary approach that blends elements of
marketing, operations, and financial management into a highly successful new approach. In
addition to this, high demand techniques of Yield manager and these are outlined as-:
Inelastic Vs Elastic demand- The successful implementation of Yield management techniques
aids to understand and managers the inelastic and elastic demand. Herein, inelastic demand
termed out as to number of room reservation a hotel manager expects as result of being in
business. On the other hand, elastic demand termed out as demand that results from promotional
and pricing strategies. It is technique that is crucial to create the balance among inelastic and
elastic demand.
Protection level estimation- By setting up of the standard protection can be defined as one of
crucial yield management technique. Therefore, the protection level is the number of room that
made unavailable for advanced reservation at discount rates to analyse the likelihood of the last
minute’s customer booking. In the last minute these room charges at the high rate. With the help
of subtracting the total number of rooms available from a protection level aids to estimate the
first steps in identifying hotel booking limit (Ramdeen, Taylor and Lee, 2019).
Dynamic pricing- This is also one of the effective technique as this enhance the elastic demand
with help of adjusting price as per willingness of customer to pay. Thus, main aim of this
technique is to attract customers who are sensitive to price and less sensitive to time. It is the
technique that commonly used at time to fill rooms during the off season.
Overbooking- This is also termed out as one of the tricky yet effective technique Yield
management technique. It assists to enhance the profitability but also affects the brand image of
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the hotel. In this, certain percentage of customer will reserve roll and not show up. Under this,
hotel books more room than actually available.
Henceforth, this can be stated that there are different sales and pricing techniques that allows to
maximize and promote revenues. These are termed out as following context as are-:
Leader Pricing- This is method that allows to sell regularly purchased products at lower rate. It
is technique that increase the flow of customers towards buying the product.
Suggestive Selling: This is technique of selling in which salesman suggest a product as per the
needs and requirement of the customer. Henceforth, the main purpose is to pre-requisite for such
a strategy is good customer relations
Promotional Markdowns- This is technique that aids to increasing the sales of products with help
of reducing the prices with small sum of amount.
Price Bundling- It is technique that offering different products together for the price of one
product. In this, if more than a commodity sold than one product is sold at a lower price as
compared to the price. It aids to attract customer.
Individual based variable pricing- This is termed out as pricing strategy in which each individual
is charged according to his paying capacity.
CONCLUSION
From the above study it can be concluded that hospitality industry is contributing well the
economic development of nation. Hotels always gives priority to the needs of guests and ensure
that their requirements are met on time. Front office department is responsible for handling
reservation of rooms and keeping records of check in and check out of customers. They have to
provide adequate information to guests so that no confusion take place. Revenue is generated in
hotel by selling its rooms and other services. It can be concluded that if occupancy rate of rooms
is high then firm can generate profit hence hotels have to make efforts to raise the occupancy rate
of rooms. ADR, Occupancy rate are the major performance indicators that may help in
measuring success of hotel.
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REFERENCES
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tablet computers delays self‐selected bedtime and disrupts circadian timing and alertness.
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restrooms, locker rooms, and changing rooms. Sexuality Research and Social Policy.
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to Create Budgetary Slack. Journal of Hospitality Financial Management. 27(2). p.4.
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