Rooms Division Operation Management: A Detailed Analysis at Hilton

This report provides a detailed analysis of the Rooms Division Operation Management at Hilton, a multinational hospitality company. It begins by outlining the services provided by the rooms division, focusing on the front office and housekeeping departments, detailing their respective functions such as guest cycle management, telecommunications, property management systems, front office audits, sanitary maintenance, and bed making. The report further explores the roles and responsibilities of key positions within these departments, including the executive housekeeper and executive receptionist, highlighting their duties in supervising staff, managing operations, ensuring cleanliness, and maintaining guest satisfaction. Additionally, it examines the key legal and statutory regulations that Hilton must adhere to, such as premises licenses, fire regulations, data protection act, health and safety at work, and control of noise at work regulations, emphasizing the importance of compliance for the well-being of employees and guests. Finally, the report analyzes yield management and demand tactics, discussing how Hilton maximizes profits by selling the right room to the right customer at the right time and place, along with the responsibilities of the revenue manager and the elements of revenue management like occupancy rate.

RDOM

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................4
1. Services provided by Rooms Division operation management...............................................4
2. Roles and responsibilities of two rooms division position .....................................................5
3. Analysing the key legal and statutory regulations...................................................................7
4. Analysing about Yield management and best demand tactic for hotel....................................9
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
The management in the hospitality refers to the application of the management concepts
and having the leadership in the areas of accommodation, guest services and dinning facilities.
The current assignment is based on the Hilton which is the American multinational hospitality
company that used to manage and have its franchises across the world. The report will outline
the services that is provided by rooms division operation management. Further this report will
outline the understanding about the roles and responsibilities of two Rooms Division positions in
the hotel. This report will also outline the legal and statutory regulation in organization. At last
this report will also outline the Yield /Revenue Management with its elements.
1. Services provided by Rooms Division operation management
Front office department: In the hospitality industry the front office is the area or the
department where the customers arrives first in the hotel. This is the first department of the
hospitality which used to come in guest contact at the time of arrival of the guest and the last
department when the guest depart from hotel (Davahli and et.al., 2020). This department used to
perform various functions which includes reservation, reception, reception, room assignment,
registration and settlement of bill. This area is also known as the reception area which used to
answer the questions of the customers. There are some services that is provided by front office
department is as described below:
1. Guest cycle: The guest cycle is refers to the complete experience that the guest
goes through in the hospitality industry. This includes the booking of the hotel
and the interaction with the cited hotel even after departure. There are four stages
of the Pre- arrival, arrival, stay and departure. This helps the front office
department to provide the services accordingly (Liu and et.al., 2021). This is the
important cycle as it helps the hospitality to make the guest feel welcomed and
must be informed before they check-in the hotel. By having the good front office
services it helps the organization to create the positive attitude towards the
lodging business.
2. Telecommunication and property management systems: The different software
used in the management of the hotels. These operations helps the company to
offer control and track the features and manage the guest cycle. The PMS requires

its own care and maintenance which helps the cited organization to have the best
services.
3. Front office audits: The front office department used to do various type of audit
which includes the posts charges, balance the guest accounts, completes its daily
report, prepare the keys of the rooms for the next day arrivals. As the cited
organization is multinational organization it has to do various audits and front
operations.
House keeping department: The house keeping department is the operational department
of the hotel which is responsible for the cleanliness, maintenance of the rooms, back areas and
surrounding of the organization. Its main operation is to keep the venue clean and the sanitary
which is the part of customer services (Goryushkina and et.al., 2019). By keeping this it helps
the Hilton to have more guest by having the cleanliness in the organization. They must collect
the rubbish and must clean the waste baskets by change the sheets and make the beds in the
rooms of the hotel. This is also the main department and they must perform their operations
nicely which used to maintain the customers in the hospitality.
1. Clean the sanitary: This is the operations of the house keeping department in the
hospitality industry. It makes the cleanliness in the organization and makes the
customers satisfied in order to visit the hotel. The housing department of the
Hilton must have the cleanliness regarding the sanitary.
2. Make the beds: The house keeping department used to provide the services by
making the beds of the rooms where the guests are stayed. They also clean up the
rooms which makes the guest satisfied in the hotel where they are stayed.
2. Roles and responsibilities of two rooms division position
Housekeeping department
Position titles- executive housekeeper
Reporting- hotel general manager/ rooms division manager
 The major role of executive housekeeper in the hotel is to supervise all the employees of
housekeeping department (Mohammad and et.al., 2022). Executive housekeeper
discharges staff members of housekeeping department whenever necessary.

 Make proper planning for housekeeping work in the hotel and distribute work among all
the staff members. On the basis of experience of staff members executive housekeeper
delegate task.
 Hiring new staff members on the basis of requirement in the hotel is the another basic
roles. Executive housekeeper is responsible for writing notices whenever the hotel policy
and regulation changes or has been violated.
 Providing training and development sessions to all staff members of housekeeping
department and ensure that all of them is following rules and regulation made by hotel.
 Executive housekeeper resolves conflict between the teams and solve problems so that
they could easily meet the standard of the hotel.
 To provide information about high level of awareness on organizational skills. Executive
housekeeper is also responsible to keep checking whether proper cleaning has been done
or not. Whether the appearance of the entire hotel is attractive or not. They also make
sure that rooms in the hotel are made as per the standards maintain by the hotel.
 Executive housekeeper is responsible to use their communication skills in order to
coordinates between crew members of housekeeping so that he/she can do proper
inspection on the hotel areas whether hygiene is maintained properly or not.
 Ensure excellence in the hotel area whether everything is properly sanitized and guests
are enjoying comfort or not. Executive housekeeper repair guest rooms and inspect on the
quality of the work of staff members.
Front office.
Position title- Executive Receptionist
Reporting- hotel supervisor/ senior manager
 The major role of the receptionist is to keep monitoring the desk area and attend the
visitors and guests (Brant and et.al., 2018).
 The another role of executive receptionist is to greet all the visitors in the hotel and assist
all of them with proper check-out and check in procedure by noting down their name via
identify proof.

 Executive receptionist make sure to keep check on whether hotel rooms are proper
maintained or not as per the standards.
 The major duty of executive receptionist is to maintain a healthy and positive
environment for guest by solving issues of guests related to room service.
 Responding requests raise by guests is the another main role of executive receptionist.
 Answer emails, phone calls and inform housekeeping department to make proper bed and
cleaning in the room of guests before they arrive.
 Confirming reservations on the calls and emails is the basic roles and keep checking on
all the vacant rooms are properly clean.
 Coordinate with housekeeping department if they find any kind of discrepancies. Also,
while cleaning if housekeeping find any lost and found items then it is the responsibility
of executive receptionist to not down proper information. Assist housekeeping
department to do vacuum and dust in all the rooms on the daily basis.
3. Analysing the key legal and statutory regulations.
It is essential for hotel to follow all the rules and regulations made for the betterment of
the society and people working over there.
Premises licenses- it is a permanent licence which has been granted for the particular
place or location such as hotel area. The hotel must have licences of selling products or services
such as alcohol for consumption and others to run business smoothly.
Fire regulations- as per this act, the hotel must provide appropriate fire fighting tools
and machine to protect the constructions of buildings and must developed fire zone areas. The
hotel is making investment in order to install in smoke detection systems in order to maintain
smoke suppression. The hotel must keep maintain firefighters and conduct regular fire drills for
the maintenance of buildings and premises. The hotel is also providing clear pathways to exit
doors during emergency for the maintaining protection.
Data protection act- It is essential for hotel to keep the detailed information and
important data private. This act says that it is the duties of all the staff members to not disclose
information about the personal data (Spencer and Patel, 2019). This act is designed to safeguard
the important information and data related to guests and hotel. By following this act hotel ensure
to balance the requirements of the hotel to collect the personal data with respect to maintain
privacy.

According to data protection act 1998, Information and data such as guest room numbers,
private detailed such as name, address, phone numbers, credit and debit card details, employees
personal details must be kept private.
Health and safety at work- as we all know that hotel industries needs to follow health
and safety at work act to keep the working environment safe and positive. By following this act,
the hotel must look out for the employees and workers health (De Cieri and Lazarova, 2021). For
them, it is necessary to focus on wellbeing of people who are working in the hotel. Not only this
act wellbeing of safe equipment such as electronic devices and computers as it needs to be
maintained properly to ensure it is safe to use. Hilton is maintaining this act in order to ensure
the wellbeing of their staff members.
Control of noise at work regulations- in order to enhance the safe workplace and
positive, it is essential to surround with the people who are responsible and know how to control
noise at work place. It is essential to provide training sessions to staff about maintaining peaceful
environment at workplace. This regulation say that every employer must ensure to reduce the
risk of their staff members health by keep control on the noise at workplace (Hughes and Ferrett,
2020). This act is established under the act of health and safety at work. By following this act
Hilton is able to take important action to reduce the noise exposure that can produces those
difficult risks. Organization must offer with hearing protection to its staff members in order to
reduce the noise exposure.

4. Analysing about Yield management and best demand tactic for hotel
The yield management or revenue management is the part of the hospitality that helps the
hotel to sell the right room to the right customers at the right time and place. This is done in
order to maximize the profits of the company in order to survive in the market. The revenue
management is the system for the owners of the hotel in maximize profits in hotel, establishing
the value, set the best prices, provide discounts and monitor the effectiveness of the rules and its
implications (Kibe, Ogutu and Ojwach, 2019). This is the crucial management as it helps the
Hilton to have the good profitability and reputation in the market. The revenue manager is
responsible for both strategic and tacitacal things that is related to the profit maximization. The
members of the revenue department will have the opportunity in order to determine the strategic
direction, determining prices and exploring the new distribution opportunities. There are some
responsibilities of the revenue manager in the department are as follows:
1. They used to maintain and manage the group and transient inventory control.
2. They used to develop, monitor and adjust the sales and strategies related to the
pricing.
3. The managers used to provide the critical analysis of the strategies, statistics of
the rooms and other demand factors.
There are some elements of the Yield/ Revenue management that helps the company to
have good stability which is described below:
1. Occupancy rate: this is the most common and useful method in order to measure
the performance in the hospitality industry (Hasan, 2019). This rate used to
express the proportion of the occupied rooms to the total rooms in the hotel. This
helps the cited organization to know about the number of rooms that is occupied
in the hotel.
2. Average Daily Rate: The average daily rate is the system that used to express the
average room rate that is realized from the sales of the room in the given period.
This is calculated on the daily, weekly and monthly basis as per the company
norms.
3. RevPAR: This is the another element of the revenue management that helps to
evaluate the management success in order to realize the potential of the business
in the certain period. The calculations of this has become very popular as this the

most and frequent used element to determine the room revenue performance. This
element is the combination of Average daily rate and occupancy rate percentage.
This allows the comparison with other hotels and helps to measure the
performance of every room.
4. GOPPAR: The Gross Operating Profit Per Available Room is defined as the total
operating profit that is determined by the per available room per day. This is
happen gross operating profit is equal to the revenue less than the total department
and operating profit.
There are some demand tactics of the revenue management in order to increase
Occupancy and Average Daily Room rate which is described below:
1. The cited organization must not provide the high discounts to the customers as
this will affect the occupancy rate of the hotel.
2. The hospitality must apply the minimum length of the stay restrictions which
makes them to have increase in ADR (Kibe, Ogutu and Ojwach, 2019).
3. They must not also provide the group room allocation as this will decrease the
occupancy rate of the Hilton.
4. They must also apply the full prices to suite and the executives rooms of the
hospitality.
By focusing on the above tactics it will help the organization to have the good
management by having the demand tactics. These demand tactics of the revenue management
helps the organization to increase the occupancy rate and average daily room rate. By having this
it will maximize the profitability of the company in global market (Sharma and Kaushik, 2021).
TSA solutions helps to deliver the performance of the solutions that used to help around 800
hotels in order to have good profitability in the market. This is the unique combination of the
education, measurement and the performance tools that used to have the more satisfying
experience for guest and to provide the higher profits to maintain the partners integrity. The cited
organization must provide the better services to the customers that helps them to visit again the
organization.

CONCLUSION
From the above report it is concluded about the different services that is provided by
rooms division operation management which includes the front office and house keeping
department. Further this report has described about the knowledge and understanding about the
roles and responsibilities of two Rooms Division positions in the Hilton Hotel. This report has
further evaluated about the legal and statutory regulation in cited hospitality. At last this report
has also described about the Yield /Revenue Management with its elements and the demand
tactics that is applied by revenue manger in order to increase Occupancy and Average Daily
Room rate.

REFERENCES
Books and Journals
Mohammad, K. and et.al., 2022. Identification of environmental cleaning and managerial best
practices for integration in competitive bidding documents for outsourcing of
housekeeping services in tertiary care hospitals in India. International Journal of
Environmental Health Engineering. 11(1). p.1.
Brant, H. D. and et.al., 2018. Receptionists’ role in new approaches to consultations in primary
care: a focused ethnographic study. British Journal of General Practice. 68(672).
pp.e478-e486.
Davahli, M. R. and et.al., 2020. The hospitality industry in the face of the COVID-19 pandemic:
Current topics and research methods. International Journal of Environmental Research
and Public Health. 17(20). p.7366.
Goryushkina, N. and et.al., 2019. Theoretical aspects of entrepreneurial education for hospitality
industry. Journal of Environmental Management & Tourism. 10(4 (36)). pp.835-841.
Hasan, M., 2019. The Effectiveness of e-learning in Staff Training to Gain Hospitality
Organizational Excellence. AIUB Journal of Business and Economics. 16(1). pp.252-
267.
Kibe, J., Ogutu, H. and Ojwach, S., 2019. Efficacy of the use of mobile applications on front
office operations; A case study Hilton Hotel Nairobi. Journal of Hospitality and
Tourism Management. 2(1). pp.1-16.
Kibe, J., Ogutu, H. and Ojwach, S., 2019. Efficacy of the use of mobile applications on front
office operations; A case study Hilton Hotel Nairobi. Journal of Hospitality and
Tourism Management. 2(1). pp.1-16.
Liu, M. T. and et.al., 2021. Taking a break is for accomplishing a longer journey: hospitality
industry in Macao under the COVID-19 pandemic. International Journal of
Contemporary Hospitality Management.
Sharma, S. and Kaushik, T., 2021. Aesthetically clean to clinically clean–A study on new
housekeeping practices in Delhi hotels beyond COVID-19 pandemic. Worldwide
Hospitality and Tourism Themes.