Hilton Hotel London Room Division Operation Management Report

This report provides a comprehensive overview of room division operation management, focusing on the Hilton Hotel in London. It explores the importance of accommodation and front office services, detailing the roles and responsibilities of accommodation and reception staff. The report also examines relevant legal and statutory requirements, including the Data Protection Act and Health and Safety Act, and discusses room division services offered by the hotel. Furthermore, it analyzes the significance of the front of house area, the management of this area through organizing, leading, controlling, staffing, departmental plans, and coordinating. The report concludes by addressing key operational issues such as financial management, quality management, human resources, and marketing and sales, providing insights into effective hotel management practices.

ROOM DIVISION
OPERATION MNAGEMENT

INTRODUCTION
TASK 1
1.1 Accommodation and front office service for various businesses
It can be said that accommodation and front office service play an important role in Hotel
for customer satisfaction. Front office department in Hilton Hotel, London and other businesses
assist consumers according to their needs and requirements. It is the reception desk of hotel
where customers first time interact with staff. It is the responsibility of front desk officer to
provide comfort and manage services of customers. Consumers staying in hotel also have option
to call hotel room services regarding any complaints or wants. Night auditor takes responsibility
of managing hotel accounts after the day hours.
Front office services and housekeeping are the two main sections that look after
maintenance, electrical items, mechanical system and repairing. The accommodation staff is
concerned with utilities provided in hotel rooms premises. The department has work to monitor
health and safety at workplace.
1.2 Roles and responsibilities of accommodation and reception service staff
The key roles and responsibilities of reception and accommodation staff are described as
below:
Accommodation staff: The accommodation staff is divided in two sections such as engineering
and housekeeping staff which are discussed as below:
Housekeeping staff: The housekeeping staff of Hilton Hotel, London is responsible for
managing cleanliness in hotel and rooms. The staff should consider with of key areas of hotel
such as kitchen. The storage of food and other items should be cleaned. Bathrooms in rooms
should be cleaned and other items such as towels, toiletries are also ensured by Housekeeping
staff.
Engineering staff: The staff is concerned with dealing electrical equipment and requirements
such as electricity, water supply and other things which are not working properly. Repairing and
maintenance is the responsibility of engineering staff.
Reception staff: Front desk role is played by reception staff in which customers first time
interact with hotel members. It is the duty of front desk officer and department to provide
customer services and keep record of their personal information.
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1.3 Legal and statutory requirements
Data protection Act: The act helps customers to ensure that their personal information and data
is secured and safe. It is the right of customers to keep information safe and secured to disclose it
to anyone whether it is firm or management.
Health and Safety Act: One of the most important aspects of hotel management is health and
safety of customers. Safety of employees and consumers is necessary and should be considered
by firm in order to make them feel safe and secured.
Workplace Regulations 1992 ensures that there are proper health and safety measures for
the employees. Provision and Use of Work Equipment Regulations 1998 keeps a check on safety
of machinery and equipment used. Thus, it can be said that rules and legislations formulated by
government will help to provide security and safety.
1.4 Room division services
There are many services offered by Hilton hotel, London to their customers and some of
them are described as below:
Department of Accommodation: The accommodation staff provides additional requirements of
customers, manage cleanliness of rooms and hotel key areas, take care of environment and
concerned with dealing electrical equipment and requirements such as electricity, water supply
and other things which are not working properly. It is the duty of front desk officer and
department to provide customer services and keep record of their personal information.
Front office department: It is the duty of front desk officer and department to provide customer
services and keep record of their personal information. Front office department work towards
cash management, discounts, tariffs, telephone facilities, information management and
responsible for customer related services. It is the responsibility of front desk officer to provide
comfort and manage services of customers. Chauffeurs and cars are also provided by front office
department and manager.
TASK 2
2.1 Importance of front of house area
Front of house area: Front of house area is a very crucial aspect that attracts customers. The
business should maintain and develop such key areas that it is a place where customer enter first
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time effectively. Visual impacts and impression, design and layouts must be attractive to impress
consumers.
 Lighting, heating, ambience and flowers are necessary things which should be designed
in front of house area that it has a significant impact on business as well as customers.
 Cleanliness and security is also crucial which helps to prepare for upcoming Blue energy
meeting in Ball room Hotel effectively.
 Front office services and housekeeping are the two main section look after maintenance,
electrical items, mechanical system and repairing.
2.2 Management of front of house area
Organising: The process of organising should be flexible enough to accept changes effectively
and easily.
Leading: The manager should motivate workers at workplace in order to provide quality and
better services to customers.
Controlling: The front of house area should be managed and controlled effectively in order to
attract customers such as maintenance, development, decoration and securities.
Staffing: The manager should delegate work according to the skills, experience and knowledge
of employees in order to assist customers easily and effectively.
Departmental plans: Department employees are responsible for planning aspects in order to
ensure development of communication and effective work.
Coordinating: The coordination between employees and managers is crucial to provide effective
services and for solving conflicts and issues regarding activities.
2.3 Key operational issues
Financial management: Financial management is one of major problems of businesses which
affect the revenues and profitability. The business should ensure proper management of financial
resources in order to enhance profits.
Quality management: Customers pay for better quality services that they will not compromise
with quality and effectiveness. The manager should ensure quality of food and other services to
enhance customer satisfaction.
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Human resources: Human resources should consider proper management that lack of human
activities will decrease operational activities effectiveness. Skilled and knowledgeable
employees are required to assist customers in a proper way.
Marketing and sales: The two main operational issues affecting business performance of Hilton
hotel, London is management of occupancies and marketing sales for business effectively and
efficiently.
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REFERENCES
Books and Journals
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