Room Division Operational Management Report: Hilton Hotel, Semester 1

This report provides an in-depth analysis of room division operational management within the context of Hilton Hotel. It begins with an evaluation of front-of-house and accommodation services, comparing different organizations and outlining the roles and responsibilities of various staff members. The report discusses relevant legal and statutory requirements, emphasizing health and safety and fire regulations. It evaluates the services provided by the rooms division, highlighting the importance of the front-of-house area for effective management, including ambience and guest relations. The report then explores key aspects of planning and management, along with operational issues such as budgetary concerns, sales and marketing challenges, and staff shortages. Furthermore, it assesses the importance of property interiors and design, focusing on the impact on guest satisfaction and revenue. The report also covers the critical aspects of planning and managing accommodation services, including amenities and room status updates. It discusses key operational issues like housekeeping and quality control, as well as human resource challenges. Finally, the report delves into revenue/yield management activities, sales techniques, forecasting, and statistical data within the rooms division, including the calculation of performance indicators to measure the success of accommodation sales. The report concludes with a summary of key findings and references.

Room Division Operational
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Evaluation of front of house services and accommodation services of differ organisations 1
1.2 Roles and responsibilities of a range of accommodation and reception services staff. . .1
1.3 Discuss legal and statutory requirements that apply to rooms division operations.........2
1.4 Evaluation services provided by the rooms division in a range of hospitality businesses2
TASK 2 (Covered in Power Point)..................................................................................................3
2.1 Importance of the front of house area to effective management......................................3
2.2 Key aspects of planning and management of the front of house area..............................3
2.3 Key operational issues affecting the effective management and business performance of
the front office area................................................................................................................4
TASK 3............................................................................................................................................4
3.1 Assess the importance of property interiors and design to effective management..........4
3.2 Discuss the critical aspects of planning and management of the accommodation service
function...................................................................................................................................5
3.3 Key operational issues affecting the effective management and business performance of
the accommodation services...................................................................................................5
TASK 4............................................................................................................................................5
4.1 Perform revenue/yield management activities to maximise occupancy and rooms revenue5
4.2 Sales techniques that rooms division staff can use to promote and maximise revenue...6
4.3 Discuss the purpose and use of forecasting and statistical data within the rooms division. .6
4.4 Calculate rooms division performance indicators to measure the success of
accommodation sales..............................................................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Room division is a major task which used to perform by the front of house department in
a hotel. Their major work is to facilitate appropriate and suitable services to each and every
client (Lewis and Brown, 2012). This project is based on Hilton Hotel whom provide quality
standard services to each and every client. With this project reflection, management will going to
determine about the importance of room division department and their role with supported
legislations as well. Along with this, front of house manager depicts to prepare a presentation for
the upcoming blue energy meeting in the ball room. A discussion session with room division
employees enables in defining the things properly.
TASK 1
1.1 Evaluation of front of house services and accommodation services of differ organisations
Front of house services play an important role in an organisation where they usually met
with the clients and greed them with prosperity. Front of house is such area where guest arrives
at first when they enter into a hotel. At differ organisations, front of house and accommodation
services providers are similar in nature. They all used to deal with the clients by greeting them
and managing them properly (Langabeer and Helton, 2015). This division also used to manage
the reservation of their guest by allocating rooms so that better and effective experience could be
gain.
Housekeeping operations also comes under the front of house division where they used to
clean the rooms whenever reception division provide information. Housekeeping division
required to facilitate appropriate and effective services by cleaning all rooms and sections
properly so that appropriate hygiene lead to get provided to them.
Both of them at differ hotels play similar role which directly concentrate on better and
suitable experience with high standard satisfaction.
1.2 Roles and responsibilities of a range of accommodation and reception services staff
Duties of room attendant: These are such individuals which enable and support in
creating a differ image of a company by providing high standard services through clean them
(Job Description for Housekeeping Room Attendant, 2018). It enables in providing a different
image of a hotel so that better and supportive work lead to get done.
 Clean the room properly with suitable dusting
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 Providing a sense of security to each and every guest
 Support in enhancing and upraising the guest satisfaction score.
They enable and provide high standard services with a sense of relief feeling so that better and
effective delivery of services could be done.
Duties of reception staff: Their work is to provide high standard services by greeting
them properly and attend them with appropriately division of room. Some major duties and
responsibilities of reception staff define as follow:
 Welcome the visitors properly
 Answering and referring the inquires and problems of guest
 Monitoring logbook properly so that availability of rooms could be done
1.3 Discuss legal and statutory requirements that apply to rooms division operations
Room division play an important role in a hospitality business where they usually need to
interact with various guest properly (Ivanov, 2014). Thus, their safety and security define as
major aspect which need to underpin by business hotels. Some regulations and legislations which
have to follow by the Hilton Hotel room division department are as follow: Health and safety act, 1974: It is a major duty of room division manager of Hilton Hotel
is to use and maintain secure equipments which enable and support to manage safety at
hotel. Although, managers have to determine that things are getting handle properly
which facilitate better and effective delivery of services. By ensuring all highly standard
material, chances of unusual activities against guest lead to minimise.
 Fire regulation act, 1971: As per this act, business managers have to take appropriate
certificate of fire assurance from the board. Under this act, management required to
utilise suitable material which facilitate them to manage any kind of fire related hazards
so that appropriate working environment could be maintain and manage.
1.4 Evaluation services provided by the rooms division in a range of hospitality businesses
There are sorts of administrations gave by demographic lodging. This gave high
evaluated administrations to corporates and proficient associations (Turker and Altuntas, 2014).
It administrations are can be partitioned in following two classifications:
Room division activities Blue Train
Blue Train voyages roughly 1600 kilometre in south Africa. It goes amongst Pretoria and
Cape town. It gives sumptuous travel encounters to explorers and guests. Customer base inn has
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a tied up with blue prepare. There are a few administrations which remain related with quality
and class administrations to guests.
Eatery with rooms offices B&B and Cruises
Customer base inn additionally gives quality administrations and extravagance
administrations to business to business and travels. It gives labour, representatives and staff
individuals to substantial corporates and travels. Sorting out business meets, gatherings and
functions are composed by customers lodging.
TASK 2 (Covered in Power Point)
2.1 Importance of the front of house area to effective management
Front of house area of an organisation play an important role in order to manage diverse
number of guest properly. The front of the house area enables in order to maintain healthy
relation with all guest of an organisation so that better and supportive working could be done.
Hilton Hotel have to determine the importance of front of house area properly for managing and
maintain effective management. Following are the major importance which stated as follow: Ambience: Front of house department have to maintain and manage healthy and effective
ambience or environment by proper cleaning of workplace. There is a need to clean the
rooms, lobbies etc. properly so that appropriate hygiene could be reflected.
 Guest Relation: Another thing or importance of front of house is to maintain and manage
guest relation. With appropriate and suitable guest relation chances of gaining and
deriving better outcome become possible in nature.
2.2 Key aspects of planning and management of the front of house area
Planning is an important and essential aspect for hospitality business provider where they
used to plan properly regarding room availability, check in and check out by guest etc. this plan
enable them to work properly which facilitate effective growth and appropriate work as well.
Although, management have to organise diverse activities in better and suitable manner so that
chances of delivering high standard services become possible. Every staff individual need to
understand their roles and responsibilities at workplace. Thus, manager have to direct properly to
house keeping division with appropriate and effective control on each and every operations.
Thus, at last evaluation of services also need to get done by taking feedback from diverse
customers who used to arrive at hotels.
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2.3 Key operational issues affecting the effective management and business performance of the
front office area
There are some real issues are grouped in regard of administration and business
execution, for example,
Budgetary and bookkeeping issues: Prepare records of individual rooms and stock
reports are basic viewpoints which remain related with monetary and greeting issues.
Deals and showcasing issues: These issues are likewise bifurcated as takes after: Overbooking: It is required to oversee rooms reservations in occasional terms. Work deficiency: absence of staff individuals like servants is one of the basic
circumstance which need to oversee for better administration.
 Cost control: are some basic part of arranging and administration of the front house
region.
TASK 3
3.1 Assess the importance of property interiors and design to effective management
Some major objectives which related with interior design and need to understand by
manage of Hilton Hotel define as follow (The Importance of Interior Design in the Hotel
Business, 2016):
 A major objective of interior design is to manage and maintain user view at hotel for long
term consideration which reflect better and supportive result as well as outcome
 Support in made the guest satisfied and their comfort to enhance the overall sales and
revenue
Business also have to follow several number of basic designs of property for managing and
maintain effective management. An appropriate design directly influence and made positive
attribute towards customer perspective. Hilton Hotel have to assess several types of property
interior and design for effective management are as follow (5 hospitality design trends you need
to know for 2017, 2017):
 Warmer Metals, Rough luxury
 Steampunk Enters the Mainstream
 From outdoor to indoor
 Writing is still on the wall
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3.2 Discuss the critical aspects of planning and management of the accommodation service
function
Planning in hospitality business belongs to effective and appropriate management. In this
aspect, Hilton Hotel have to maintain and manage the amenities or guest supplies properly so
that better and effective amenities could be provided. It includes about the bed, furniture, writing
table, dressing table etc. There is a need to made and facilitate appropriate control on these
aspects properly and plan them effectively so that a guest experience could be enhance for long
term (Kerzner, 2012). Along with this, front of house have to update the status of room on
regular basis so that availability could be checked out in a determine frame.
3.3 Key operational issues affecting the effective management and business performance of the
accommodation services
Housekeeping and quality material control issues: there are different kind of difficulties
are looked by servants and directors to keep up moral request in administration and cloth control
issues (Chambers and Smith, 2015). Room chaperon need to record the data subject to dirtied
cloth by their sort. Inn administration, create arrangement and following sheets to screen and
control the exercises of housekeeping clothing.
HR issues: Enrolment of new staff individuals and servants to deal with the rooms.
Assistant and orderlies subject to manage visitors and guests is one of the basic issue for HR.
TASK 4
4.1 Perform revenue/yield management activities to maximise occupancy and rooms revenue
Yield management define as a strategy which enables service industry to gain appropriate
revenue through effective and appropriate operations. This facilitate an organisation to provide
right things at right time at right cost to appropriate user. This concept enables in managing the
cost of product and services offer by the hotel to made more money by providing high standard
services. This support in manage revenue through effective delivery of services and appropriate
standard services.
High demand tactics for yield management which enable in maximise occupancy and
rooms revenue simplify with pricing and customer acquisition strategy, collaborative working of
sales and marketing, suitable distribution channel, advertising campaigns and customer
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responsiveness. These all are major yield management strategies which enable in maximise
occupancy and rooms revenue.
4.2 Sales techniques that rooms division staff can use to promote and maximise revenue
Room division staff have to work properly towards their customer so that better and
appropriate management of selling of room could be done (Rosenthal and t'Hart, 2012). For this
relation, they have to provide and reflect appropriate and effective user loyalty schemes where
they suppose to provide offers and discount to each and every customer whom have regular
interaction. Along with this, for maximising the revenue, they suppose have to promote other
services as well. In this consideration, they need to enhance and promote the facilities by room
division staff like lunch, dinner etc.
4.3 Discuss the purpose and use of forecasting and statistical data within the rooms division Purpose of forecasting: This is a procedure which comprehends the future exchanges
and getting ready economical plans. Gauging designs and situations in regards to deals
records and income charts are additionally connected with arranging. Determining
examines future development and advancement opportunity. Gauging gives a propel
examination of data subject to plans and undertakings
 Types of information for good forecasting: Quantities of visitors and guests, reservation
subtle elements, arranged data and points of interest subject to standard and extravagant
rooms. Client consideration, intrigue, goal decision, costs and rates of items are some
basic data which help in determining future occasions.
4.4 Calculate rooms division performance indicators to measure the success of accommodation
sales
 Room occupancy percentage: Clientele have 250 rooms which get divided with 170
occupied rooms. Thus, for evaluating room occupancy percentage:
(170 / 250)*100 = 68%. This stated that percentage is 68% which facilitate and define that
services are appropriate in nature.
 Double occupancy percentage: Double occupancy of rooms could be determine by
taking following aspect as an example: There are 140 rooms are available on 300 guest
but 230 rooms are available:
(300-230 / 130)*100 = 53.84%
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CONCLUSION
It get concluded from the project that room division operational management is not a
simple thing and have to include and overseen various information properly. In this
consideration, front of house department have to determine their roles and responsibility properly
with effective working by analysing all legislations into it. There are various working operations
need to perform by front of house where they used to define all kind of operational issues
properly with effective planning as well. There is a need to manage the interior property design
properly so that it leads to attract more and more number of guest and provide a sense of relief to
them.
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REFERENCES
Books and Journals
Lewis, M. A. and Brown, A. D., 2012. How different is professional service operations
management?. Journal of Operations Management. 30(1-2). pp.1-11.
Langabeer, J. R. and Helton, J. R., 2015. Health care operations management. Jones & Bartlett
Publishers.
Ivanov, S., 2014. Hotel revenue management: From theory to practice. Zangador.
Turker, D. and Altuntas, C., 2014. Sustainable supply chain management in the fast fashion
industry: An analysis of corporate reports. European Management Journal. 32(5).
pp.837-849.
Davis, B. and et. al., 2018. Food and beverage management. Routledge.
Kashif, A. and et. al., 2013. Simulating the dynamics of occupant behaviour for power
management in residential buildings. Energy and Buildings. 56. pp.85-93.
Kerzner, H. R., 2012. Project management case studies. John Wiley & Sons.
Chambers, G.L. and Smith, E.M., Intelligent Energy Solutions, Llc, 2015. System and method for
energy consumption management. U.S. Patent 9,146,548.
Rosenthal, U. and t'Hart, P. eds., 2012. Flood response and crisis management in Western
Europe: a comparative analysis. Springer Science & Business Media.
Online
The Importance of Interior Design in the Hotel Business. 2016. [Online]. Available through
:<http://www.amwajhotelsint.com/importance-interior-design-hotel-business/>.
Job Description for Housekeeping Room Attendant. 2018. [Online]. Available through
:<https://setupmyhotel.com/job-description-for-hotels/house-keeping/89-room-
attendant-job-description.html>.
5 hospitality design trends you need to know for 2017. 2017. [Online]. Available
through :<https://www.hotelmanagement.net/design/5-hospitality-design-trends-you-
need-to-know-for-2017>.
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