Report on Rooms Division Operations and Management at Hilton Hotel

This report provides a detailed analysis of rooms division operations management within Hilton Hotel, examining the critical functions of the front office and housekeeping departments. It highlights the services provided by each, including customer reservation and registration, essential guest services, financial accounting, and systematic record-keeping in the front office, alongside vacuuming, laundry, and lost-and-found services in housekeeping. The report also outlines the roles and responsibilities of key personnel such as the front office manager and housekeeping manager, emphasizing strategic planning, supervision, and employee training. Furthermore, it analyzes key legal and statutory regulations impacting hotel operations, including food safety laws, employee health and safety laws, fire safety regulations, and minimum wage acts. Finally, the report critically evaluates yield and revenue management strategies, emphasizing the importance of setting optimum prices to attract customers and maximize profitability. Desklib offers this assignment solution and many more resources for students.

Rooms Division
operations
management

Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY...................................................................................................................................4
Research about services provided by room division operation management in a hotel chain ...4
Demonstration of knowledge and understanding of roles and responsibilities of two room
division position .........................................................................................................................6
Analysation of key legal and statutory regulation in selected hotel chain..................................7
Critical analysation about yield management or revenue management......................................8
CONCLUSION .............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
In the functioning of a hospitality sector based business entity, it is important for a
business to focus on room division management (António, de Almeida, and Nunes, 2017). It is
also one of the key role of a business to focus on various aspects like housekeeping
responsibilities, front office, supervisor based operations and all major services. All major
companies in the international and national marketplace based in hospitality sector should
involve development of room operations management. In this report example of Hilton hotel is
taken into consideration which is founded in 1919 and is based in Cisco, Texas, United States.
In this project there is a brief explanation about various services and functions of front office
management of a hotel. This report concludes a brief analysis of two major job roles in
hospitality sector. This report also includes analysis of yield and revenue management of a
business.

MAIN BODY
Research about services provided by room division operation management in a hotel chain
In the functioning of a hotel, there is an important role played by Front office department.
The main task or function of front office department is to serve the guest, who takes services of
the hotel. In front office department, there is a major role of management to provide check in,
check out, finance and reservation (Bogicevic, Bujisic, and Feinstein, 2018). This department is
also playing a key role in solving major problems of guests who are important part of the hotel.
In the recent times, it is the major and ethical responsibility of top level management and
strategic management to facilitate front office department of a hotel. The front office department
is also playing a major role in creating a database information of guests and increase their
satisfaction. The major services which are provided by front office department in a hotel are
explained below:
 The reservation and registration of customers- Front office department of a business
entity is responsible for maintaining records of customers. Hilton hotel has professional
front office department which also makes prior reservation of guests who wants to take
services of hotel. It also takes into consideration check in and check out time of various
guests.
 Provides essential service- In a hospitality sector business, front office department is
helpful in providing crucial services to different customers. The services includes food
and beverages, water facilities and room facilities which are important for serving the
guests.
 Financial roles and accounting- The Hilton hotel's front office department is also liable
for maintaining revenue and expenditure performed by the hotel. Maintaining accounts is
also one of the key role and responsibility of front office department which is helpful in
increasing competitive strength of hotel (Chan, Okumus, and Chan, 2020). All service
charges which are paid by different customers are recorded in a well defined manner by
the finance department of a business.
 Guest's history and systematic record- Front office department of Hilton hotel is
playing a key role in providing history of customers which is useful for future aspects.

This leads to increase customer centric approach of a business and provides systematic
records transactions and customer related details.
 Inquiry- It is important for a hotel to solve queries of different customers and this task is
developed with the help of front office management. In the hospitality sector based
corporate world, it is essential for a business entity to resolve queries of different
customers. Front office department plays a major role in development of a company by
delivering effective services.
Housekeeping department
All major companies in the international marketplace which are focusing on their
housekeeping department to maintain infrastructure. In an organisation, housekeeping
department of a business is helpful in keeping Hilton hotel neat and clean. The housekeeping
department is considered as a major body of a business which is also considered for keeping the
environment hygienic and healthy (Fraser, 2020). The clean environment is liked by majority of
customers and it is also helpful in supporting business in attracting more guests. The major
services provided by Housekeeping department of Hilton hotel are explained below:
 Vacuum and cleaning services- The housekeeping department of Hilton hotel performs
major functions like vacuum services and cleaning services. This helps in providing a
precise environment to the customer who comes to visit the hotel. Hilton hotel's
housekeeping department is also involves in bathroom cleaning, washing dishes and
carpets vacuum.
 The ironing and Laundry services- These are one of the most crucial services
performed by Hilton hotel's housekeeping department. This includes development of key
practices related to housekeeping department and helps in providing neat an clean cloths
to different customers.
 Finding lost items of customers- The customers, who visits Hilton hotel forgets many
things inside hotel when they leave it. It is moral and ethical duty of house keeping
department to focus on finding the items which are lost. Then the housekeeping
department is supposed to deliver lost items to customers by contacting them.

Demonstration of knowledge and understanding of roles and responsibilities of two room
division position
Front office manager and their responsibilities and roles
The front office manager of a business is responsible for performing key tasks and
functions related to job role. Front officer manager of Hilton hotel is majorly responsible for all
major supervisory roles which are required. Decision making is also a major task or function of
front office manager in which the supervisor takes key decisions on the basis of key situations.
The Hilton hotel's front office manager is responsible for also implementing employment
legislations with key supervision and control (González-Serrano, and Talón-Ballestero, 2020).
Also the front office manager of Hilton hotel is supposed to provide effective training and
development to employees. The development of right atmosphere and environment is also one of
the key functions of front office manager. Front office manager of a business entity in hospitality
sector is also supposed to maintain scheduling and routine of staff. All major staff members are
also allocated with different tasks and roles by front office manager. Development of skills in
employees is also major role of front office manager which helps in development of key
operations. Use of latest tools and techniques in business operations is one of the key role and
responsibilities of front office manager.
Roles and responsibilities of Housekeeping manager:
It is very much necessary for a house keeping manager to focus on development of
business entity with implementing key approaches and practices. It is also one of the major role
of Hilton hotel to hire professional and expert as a housekeeping manager to develop focused
approach (Hemmington, Kim, and Wang, 2018). All major companies in the international and
national marketplace in hospitality sector focus on hiring best housekeeping manager for overall
development of business. The main roles of a housekeeping manager at Hilton hotel are
explained below:
 Strategic planning and frameworks- Development of key strategic framework is one of
the major roles of a house keeping manager. This helps in increasing potential of future
planning, which is helpful in increasing strength of a business. It is also one of the main
role of top level management of Hilton hotel to focus on development of housekeeping
department. The planning framework is helpful in increasing value development in a

business entity in order to develop emphasis on functions in a better and well defined
manner.
 Supervising- The housekeeping department plays major role by effectively supervising
all the major tasks performed by subordinate hotels. It is also one of the major role of a
hotel housekeeping manager to supervise all major tasks in a time bounded manner. Also
the housekeeping manager of a hotel is majorly liable for issuing notice to ineffective
employees. Supervising is a major function of the manager which also supports in
management of coordination of employees. The different elements of a business are
arranged by the manager to develop key operational areas with effectiveness.
 Providing right information to employees and new employees- The right information
provided by housekeeping manager helps a company to deliver and develop key business
practices. It is also one of the major role of a business entity to also provide crucial
information to all new employees in order to assign them major duties.
Analysation of key legal and statutory regulation in selected hotel chain
All major companies based in hospitality sector in the international and national
marketplace should focus on following key legal and statutory regulations. The employment
laws are formulated and designed by government in order to control and establish legal
obligations on different business organisations (Kanca, Ginaya, and Nyoman, 2020). The various
employment laws which are followed by Hilton hotel in contemporary business environment are
explained below:
 Food safety laws- The food and safety laws are developed and formulated in order to
provide hygienic food to hotel's customers. Hilton hotels kitchen department is given
clear instructions to follow food safety laws. This helps in increasing satisfaction of
customers which is an utmost priority of a business. It also helps in development of
business by increasing its revenue and profitability in a short span of time. The customers
can face various problems if food and safety is not maintained by business organisations.
Also customers get cheated in terms of quality of food provided by different hotels.
 Employee health and safety law- The employee health and safety law came into
existence in the year 1974. The Hilton hotel precisely follow this law in order to develop
perfect needs related to different customers. The following of employment laws by

business is majorly helpful in increasing their productivity and satisfaction. All major
companies in hospitality sector follow these laws in order to develop competency edge.
 Safety laws related to fire- The Hilton hotel should follow the fire related safety law
which came into existence in the year 1988. The fire can occur in hotel majorly due to the
practices performed by kitchen department. It is important for the business entity to
protect interest of employees by promoting fire safety law. The business organisation
should also focus on implementation of this law with the help of proper control and
supervision.
 Minimum wages act-Minimum wages act is considered as most crucial and necessary
law which are is to be followed by a business in a systematic manner. The minimum
wages act asks for provision related to wages of workers. It is effective in providing right
wages with minimum amount (Longart, 2020). This helps in increasing performance of
employees as well as increase their involvement in business activities. The minimum
wages act is followed by Hilton hotel in order to develop key practices according to
contemporary business environment. The minimum wages act has a provision of
providing main wages to workers who are involved in company's functions.
Critical analysation about yield management or revenue management
The financial management is one of the major departments of a business which is helpful
in development of different operations. Also the management of revenue in precise manner is
helpful for a business in formulation of profit. Setting optimum and effective prices for products
and services is one of the major roles of a business entity which helps in increasing the revenue.
The revenue of a company is majorly helpful in development of a business and also plays a key
role in systematic business growth and expansion (Skobkin, Kovaltchuk, and Kalita, 2017).
Development of right prices for the product is helpful in attracting large number of customers
towards the business entity. Revenue management of a business is also concerned with
development of major tools and techniques which are supporting revenue based activities. The
revenue management of a business organisation should include the occupancy percentage which
is major aspect in performance measurement. On the other hand Average daily rates are also a
major tool in performance management which express room rate's average that realise from sales
of room in a specific period. Also the revenue per availability room is also a major element for
evaluating and analysing of management success under which potential for business. It is

essential for a business entity like Hilton to calculate revenue per availability room in order to
gain immense success at the marketplace.
The gross operating profit is also considered as key approach which is helpful in
increasing competitive strength of a business (Soelton, 2018). A Company should focus on yield
management as well in order to develop key and systematic approach. The main elements of
revenue management and yield management are mentioned below:
The revenue per availability is also considered as a major approach which is helpful in
development of financial aspects (Wong, and Lee, 2017). The financial management of a
business is also helpful in increasing overall and focused development of a business.
The demand tactics used by Hilton Hotel are mentioned below:
 The different close or restrict discounts are also helpful in increasing profitability and
revenue. The Hilton hotel is also focusing majorly on increasing close restrict discounts
in order to attract large number of customers.
 The deduction of allocation group is a major technique in order to lead the marketplace.
Allocation of group deduction helps a business entity to focus on room management in
order to achieve all major results.
 Hilton hotel's manager is required to perform major functions on the basis of providing
key services to customers on major basis (Yoon, and Lee, 2017). The main ethical
responsibility of a company is to take feedback from its customers on regular basis to
develop precise management practices.

CONCLUSION
From the above stated report, it can be concluded that hospitality sector is considered as
major sector in an economy. This report also concludes importance of various functions and
tasks performed by hospitality sector in order to lead the marketplace in a set period of time. This
project also concludes significance of manager and supervisor in a hotel in order to control major
operational activities. It is also one of the key role of a business in hospitality sector to focus on
achievement of goals and objectives with support of strategies to gain desired success. This
report also concludes various aspects of services provided by hospitality sector in order to
develop growth and expansion of a business.

REFERENCES
Books and Journals
António, N., de Almeida, A. and Nunes, L.M., 2017. Using data science to predict hotel booking
cancellations. In Handbook of research on holistic optimization techniques in the hospitality,
tourism, and travel industry (pp. 141-167). IGI Global.
Bogicevic, V., Bujisic, M.,and Feinstein, A.H., 2018. Gender and age preferences of hotel room
design. International Journal of Contemporary Hospitality Management.
Chan, E.S., Okumus, F. and Chan, W., 2020. What hinders hotels’ adoption of environmental
technologies: A quantitative study. International Journal of Hospitality Management, 84,
p.102324.
Fraser, B., 2020. From hospitality classrooms to successful careers: A current appraisal of
Australian international hotel requirements. Journal of Hospitality & Tourism Education, 32(4),
pp.234-254.
González-Serrano, L. and Talón-Ballestero, P., 2020. Revenue management and e-tourism: The
past, present and future. Handbook of e-Tourism, pp.1-28.
Hemmington, N., Kim, P.B. and Wang, C., 2018. Benchmarking hotel service quality using two-
dimensional importance-performance benchmark vectors (IPBV). Journal of Service Theory and
Practice.
Kanca, I.N., Ginaya, G., and Nyoman, N., 2020. The effectiveness of the problem solving
method on learning outcomes of the English course for room division operation during the
COVID-19 pandemic. International Journal of Linguistics, Literature and Culture, 7(1), pp.12-
22.
Longart, P., 2020. Understanding Hotel Maintenance Management. Journal of Quality Assurance
in Hospitality & Tourism, 21(3), pp.267-296.
Skobkin, S.S., Kovaltchuk, A.P.,and Kalita, G.V., 2017. The development of a business-
processes model for the quality management system in the hotels. Journal of Environmental
Management & Tourism, 8(4 (20)), pp.775-783.
Soelton, M., 2018. How culture, training standard and discipline on the employee performance
affect hotel management. European Research Studies, 21(4), pp.378-385.
Wong, S.C. and Lee, P.C., 2017. Roles of the hotel training professionals—Perspectives of
industry practitioners. International Journal of Hospitality & Tourism Administration, 18(1),
pp.61-83.
Yoon, S.J. and Lee, H.J., 2017. Does customer experience management pay off? Evidence from
local versus global hotel brands in South Korea. Journal of Hospitality Marketing &
Management, 26(6), pp.585-605.