Four Seasons Sydney: Room Division Management Reflective Report

This report provides a comprehensive overview of room division management within the context of the Four Seasons Sydney hotel, a luxury establishment in Australia. It delves into key operational aspects such as front office management, covering arrival and departure procedures, room allocation, and guest interactions. The report also examines housekeeping functions, including cleaning protocols, sustainable practices, and the role of the housekeeping department in maintaining guest satisfaction. Furthermore, it explores global reservation systems, technology integration, and distribution strategies. The report also discusses guest services, switchboard operations, and concierge services. It also explores the importance of effective communication, conflict resolution, performance management, safety, security and financial management within the room division. By analyzing these elements, the report aims to provide insights into the efficient and effective management of a hotel's room division, highlighting its critical role in revenue generation and guest satisfaction.

Hospitality - Housekeeping

Table of Contents
Introduction...........................................................................................................................................3
MAIN BODY........................................................................................................................................3
Topic 1- Introduction to the room division management...................................................................3
Topic-2 Global Reservation, technology and distribution management ............................................3
Topic 3 – Front office management, arrival and departures, and room allocation.............................4
Topic 4 – Managing guest services, switchboard and concierge services..........................................5
Topic 5 - Housekeeping management & sustainable practices in the hotel........................................5
Topic 6 – effective communication, conflict resolution and performance management....................6
Topic 7 – Night Audit, Report management and overlooking...........................................................6
Topic 8 - Safety and security in room division.................................................................................7
Topic 9- Financial management, Labour costing and Staffing...........................................................8
CONCLUSION.....................................................................................................................................8
References.............................................................................................................................................9

Introduction
The rooms division comprises departments and personnel essential to providing the
services guests expect during a hotel stay. In most hotels, the rooms division generates more
revenue than other divisions.
This report will cover the vase study of four seasons Sydney which is Australian top 5
luxury hotel and they provide luxury accommodation services to their guest. This report will
cover the 9 topic which will be related to the Room division, it will provide the information
about the Hotels Room division, classification, their functional department etc with the
proper investigation for this project. It is also cover the function of the department such as
Front office, housekeeping etc which come under the Room Division of this Hotel. This
report will also conclude the importance of accommodation services and importance of the
guest satisfaction for this business.
MAIN BODY
Topic 1- Introduction to the room division management
Room division is the heart of the four seasons Sydney hotel which helps to generate
revenue for the hotel (Kolić., 2018). This room division include different departments such as
Housekeeping, front office, security and maintenance of the room and equipment this all
function help this hotel to run smooth function and provide best possible facility to their guest
and provide them satisfaction with their services. Main focus of the four seasons Sydney
Hotel is on making revenue which come from selling the rooms , most importantly
Housekeeping , front office agent are most responsible who lead to better customer services
and higher revenue for the Hotel.
Every department in the room division have their own function in which front office
manager help customers to book their rooms online and offline both, when guest arrive at
the Hotel then they welcome their guest and provide them a room key. When the booking of
the room get confirm then they maintain the room and make booked room ready so when
guest arrive then directly they can go and take rest in their room. Front office work as a
revenue canter and they are responsible to provide services such as charges, check-in,
checkout, registration etc (Teng, Hu and Chang., 2019). They also may look after
reservation s (with in house guest or after hours in lieu of the reservation department) .
Housekeeping – House keeping department rook for the cleani9ng and arrangement in the
room. They clean the room before guest arrive and check every facility in the room is
available or not. They are also responsible to check every equipment is working in the
particular room or not if it is not working then they change with the new equipments so
customers can get satisfaction with the services. Housekeeping work as a cost centre and they
are responsible for the Upkeep of the guest rooms, public areas a and the entire hotel and
their boundaries

Topic-2 Global Reservation, technology and distribution management .
Hotel reservations can be done online and offline both because four seasons Sydney
have their own website and they are also having collaboration with the both online booking
websites which pr0ovide huge discount on the reservation of the Hotels. In the four seasons
Sydney every kind of guest from both domestic and international guest comes to stay in the
hotel. When guest reserve the hotel in the four seasons Sydney than they have to pay some
amount of money for their reservation and confirm their reservation from the front office of
this Hotel. Prices of the hotel can be negotiating by taking to the managers of the hotel and
they will make ready their room before the arrival of the guest (Hughes., 2018). For the
payment for their reservation they can use different payment methods such as – prepayment,
credit cards, advance deposits etc. New technology has made easy for the guest to book their
hotel without going t the hotel. They can book their hotel from their home by online booking
options on the website of the four seasons Sydney. There are some reason which affect the
guest and they deny to book the hotel some of them are – high prices of the hotel and it is
not possible for the them to afford those prices. Desired features are not available in the hotel
which also force guest to book another hotel.
There are some sources of the Hotel reservation which are
Direct sources - some of the direct sources for the hotel reservation are website m telephone
and website .
Indirect sources – Travel agents, OtA’s are the indirect sources of the hotel booking and
they are their distribution channels as well.
Topic 3 – Front office management, arrival and departures, and room allocation
Frond office of the four seasons Sydney plays important role and their functions are
receiving and welcoming the guest when they arrive at the hotel, when they receive the
booking then they book the room and make them ready and after the arrival of the guest they
welcome them at the front office and take them to their room. Front office manager of the
company check the entire document and do all the formalities (Alananzeh And te.al., 2019).
When people book the room then they assign them a room which is valuable etc are the
function of the front office managers.
The front office managers also have to look for the shifty and security of the guest.
They have to provide them shifty facilities like mad kit and other emergency services. They
also provide them security like cameras outside their rooms so they can stay at the hotel
without ant problem.
Room allocation – Room allocation is simply the allocation of rooms to guests so you know
how many and exactly which rooms will be occupied by different guests. Room allocation is
a basic concept but a vital process necessary to avoid mishaps in the lodge. It becomes
essential when the lodge becomes busier and you have back-to-back occupancies.
Guest cycle

Pre arrived – In this stage front office manager have to create reservation for the guest, when
they book their room than they have to make their room ready.
Arrivals- when guest arrive at the hotel then front office manager have to welcome the guest
and take room at their room.
Stay experience- they have to provide services which guest want so they can create good
experience for the guest at the hotel.
Departure – departure is the time when guest check out Hotel and that time they have to take
feedback so they can improve their services more.
Topic 4 – Managing guest services, switchboard and concierge services
Frond office manager have to provide services go the guest by communication. They
have to communicate with them ask them if they want anything, this is the responsibility of
the frond office mangers (Kadłubek and Koch., 2016). They also have to provide things
which guest demand for and if they are facing any problem then they have to with the guest
and solve their problems.
Role of the switchboard operators- there task is to telephone answering in which they
transfer of the direct call to the party the caller request or the determine where they caller
should be directed , based on the information about the purpose of the call, switch board
operators must know the emergency procedures when any emergency arrive in the hotel ,
such as the calls to area law enforcement agencies and interacting with an unwelcome
visitors.
concierge services-A staff member of the four seasons Sydney who give assistance the guest
of the hotel as by handling their luggage, talking and delivering messages to the guest. Their
task in the hotel is to provide right direction and the information to the hotel guest (Horng
and et.al., 2017). They are also responsible in the handling the mail and parcel services, if
they get any mail for the hotel then they forward the important male to the mangers of the
hotels and also receive the parcel for the four seasons Sydney. Their main work is in the
hotel to meet with the guest and take their language with them and drop their language at
their room this helps to provide their guest satisfaction and they can be happy with the
services provided by the staff of the four seasons Sydney.
Topic 5 - Housekeeping management & sustainable practices in the hotel
Housekeeping department of the four seasons Sydney plays important role in the hotel
and the structure of the housekeeping department in which head of the department is
executive housekeeper, who develop the whole housekeeping system , oversee details and
supervise people to ensure a well-run determent (Islam., 2016). Their task is to plan,
organize and direct and communicate within and between the house keeping department.
Under the executive house keeper under wiser look the arrangement and supervise the two
different teams.
Housekeeping job duties

Housekeeping have various task in the hotel and they are responsible clean dusting
and polishing furniture in the room before guest arrive in the room , they also clean and
sanitize the room toilet so guest can feel fresh when they enter in the room. They have wash
the window in the room and making bed clean and properly set, Using any cleaning
equipment such as vacuums, mops, and other cleaning tools Keeping bathrooms stocked with
clean linens, toiletries, and other supplies, Cleaning mirrors and other glass surfaces,
Emptying trash receptacles and disposing of waste. After arranging all this they have to see
the all areas in their checklist are clean or not.
Sustainable practices at Hotel – It is important t for the four seasons Sydney Hotel to run
sustainable practices at their workplace and one of them is implementation of the shifty law
in which they have to look for the guest shifty and their health shifty. They have to regularly
clean their kitchen areas so it can be hygienic and food provided to the guest should be clean
and proper so they can eat fresh food. Kitchen staff should wear gloves in their hand which
is important for the food shifty.
Topic 6 – effective communication, conflict resolution and performance management
Effective communication – This is one of the important skills for the managers of the four
seasons Sydney Hotel, they should have effective communication skills because when guest
arrive in the Hotels then they have to talk with the guest and listen to their quarry (Boholm,
Möller and Hansson., 2016). Effective communication is important for the professional
development of the employees. Frond office manager also give instruction and provide task
information to the other employees so their message should be clear and understandable so
staff can understand their task do it their task properly. They are responsible to talk with the
guest on the call or the guest arrival. They have to talk properly which can help them to gain
customers loyalty.
Conflict resolution – Conflict can resolve easily thorough the effective communication
skills. Listen is also a part of the effective communication so managers of the four seasons
Sydney should listen to the both parties and provide right solution to them. They should also
make group between the staff members of the hotel so they can create flow of information at
the workplace. Most of the conflict situation at the workplace occur due to the cultural
difference so the group working can be effective because they can understand each other’s
culture and help each other in their task.
Performance management – It is important for manager of the four seasons Sydney to
manage the performance of the employees so they can provide bets possible services to the
guest and thy can help to achieve goals and objectives of the business. They can provide
training to the employees which are beneficial for the employee’s because they get chance to
increase their skills. Training also increase the effectively of the employees in their task and
they give their best to achieve companies goals and their objectives.
Topic 7 – Night Audit, Report management and overlooking
Night Auditor
The Night Audit is mandatory in a hotel as it completely controls the transactions for
a day. It checks all reservation discrepancies, posts charges and generates folios, updates

housekeeping status and closes cash counters. ... These reports are extremely effective for
maximizing the efficiency of the hotel Night auditor duties in the customers services which
includes handling the reservation process of the guest, they welcome the guest an help them
to check in into the four seasons Sydney Hotel (Sanders, and Hall., 2018). They also check
in night arrivals’ during the right time and handle the requests of the guest and take
reservation of them. They all the finance and process give instruction to the employees who
are working in the night time so they can provide services to the guest at the night time.
Report management and overbooking
Overbooking is practice or the situation when the total numbers of the rooms at the
four seasons Sydney for the sometime exceed the total number of thee rooms available for the
sale for the same period of the time, in other words this is a total number of the additional
reservations required to achieve the hundred percent accuracy. This is done by the hotel s o
they can overcome their problem of the cancellation and no- shows and this also for the
company’s profitability and they achieve their goals and objective in this industry.
Requirement of the occupancy management polices
These polices re based on the management of the customers occupancy categories for
examples those guest who are with the confirm reservations, stopovers, granted reservation
and an early departures. A detailed research of the each of the category can helps to suggest
the methods for the minimising no show rates. Most of the hotels need their guest confirming
them and give them guarantee that they will stay at the hotel so they take some of the
payment in advance which confirm the guest will stay in the hotel and they will come to take
the accommodation services form the four seasons Sydney.\
Topic 8 - Safety and security in room division
Implementation of the shifty and security measures for the guest is important for the
four seasons Sydney hotel (Kennedy, Di Piazza and Bassini., 2018). This helps to provide
satisfaction to the guest and they can feel shifty at the hotel, not even guest safety and
security they also have to provide shifty to the employees who are working in their company
Safety and security resources
Internal resources - four seasons Sydney hotel should implement lock system which
should be safe and secure because guest can take tension about their language and their all
the things in the room.
Alarm system – A alarm system which notify an area within the four seasons Sydney hotel if
the alarm get activated
Contact Alarm -A warning alarm system which notify an external entity such as police , fire
bridged etc if the alarm get activated.
CCTV camera – this is one of the important for the four seasons Sydney hotel Which can
helps to provide shifty and security to the guest. They should implement outside the guest

rooms and hotel as well. A cameras and the mentor system within the cameras field of the
vision – several cameras and the screens should be monitored at the hotels single location.
Implementation of shifty law- according to the government shifty laws, four seasons
Sydney hotel have to provide shifty and security to their employees because during the work
they can get injures and this can be serious so they have to implement some security features
so employees can work in the company without any fear.
External resources
Insurance and compensation – it is important for the four seasons Sydney hotel to pr0ovide
their employees insurance because emits of the employees are only member who are earning
money.
Premiums -= the price one pays for the insurance.
Topic 9- Financial management, Labour costing and Staffing
Financial management – IT is important for the four seasons Sydney hotel to manage their
financial statement. Management of the Hotel needs to be held the accountable for the
companies financial result, Managers of the four seasons Sydney hotel have to dec9de the
rent of the rooms so they can earn profit and satisfy the needs of the guest. Their room prices
should be affordable for the guest and not even guest they also have to look for the Hotel
profit as well because their first objective is to earn profit (Kennedy, Di Piazza and Bassini.,
2018). They should have proper account team who manage the funds at the workplace and
provide funds when Hotels needs to run the operations. They have to manage and make the
financial statement for the four seasons Sydney hotel after the end of the financial year.
Labour costing and staffing
Employees are one of the most important part of the four seasons Sydney hotels and it
is important for the company to provide them salary on their and it should be enough for
their living so they can work properly and give their best to achieve objective of the
business, If we talk about the labour costing which is also a part of the financial manage. In
the end of the moth they calculate the cost and reduce the labour costing because they have to
pay salaries from the company’s profit. They have to calculate all theses cost and the margin
will be the actual income of the four seasons Sydney hotel. Accountant of this Hotel have to
calculate this all cost.
Labour cost control
Labour cost can be control through some strategies such as – They should not clean
the rooms when possible because it will helps to save labour cost, Hotels can use new
technology, they can check job efficiency of the employees.

CONCLUSION
As per the report has been covered the 9 topic which was related to the Room
division, it has been provided the information about the Hotels Room division, classification,
their functional department etc with the proper investigation for this project. It is also has
been covered the function of the department such as Front office, housekeeping etc which
come under the Room Division of this Hotel. This report has been conclude the importance
of accommodation services and importance of the guest satisfaction for this business.
References
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