Rooms Division Operations Management: A Comprehensive Report

This report provides a comprehensive overview of room division operations management within the hospitality industry, focusing on key areas such as accommodation types, front office services, and the roles and responsibilities of staff. It examines legal and statutory requirements, evaluates service quality, and discusses the importance of front-of-house areas and property design. The report delves into critical aspects of planning and management for accommodation services, analyzing operational issues that affect performance, including labor shortages and overbooking. Furthermore, it explores revenue yield management strategies, sales techniques, and the use of forecasting and statistical data to maximize sales revenue and measure performance. The report uses the 'Clientele Hotel' as a case study and covers topics such as the importance of property interior and designs to effective management and the key operational issues which affect management performances of hospitality services.

Rooms Division
Operations Management

Table of Contents
INTRODUCTION ..........................................................................................................................4
TASK 1............................................................................................................................................4
1.1 Explaining the different types of accommodation and front office services. ......................4
1.2 Roles and responsibilities of accommodation service staff..................................................5
1.3 Discuss legal and statutory requirements which apply on room division operations...........5
1.4 Evaluates the services provided by the room division in hospitality industry. ....................6
TASK 2............................................................................................................................................6
2.1 Importance of front of house area for effective services.......................................................6
2.2 discuss the planning aspects of front of house area for hospitality operation. .....................6
TASK 3............................................................................................................................................7
3.1 Importance of property interior and designs to effective management.................................7
3.2 critical aspects of planning and management of the accommodations service function for a
given hospitality operations........................................................................................................7
3.3 Analyze the key operational issues which affect management performances of hospitality
services........................................................................................................................................8
TASK 4............................................................................................................................................8
4.1 Revenue yield management to maximize sales revenue.......................................................8
4.2 Discuss sales techniques for room divisions staff to maximize sales revenue.....................8
4.3 Discuss the purpose and use of forecasting and statistical data within the room division....8
4.4 calculate rooms division performance indicators to measure the success of accommodation
sales. ...........................................................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Room division is the essential part of the hospitality industry which provides various
services to the clients. Present report based on room division which helps to enhance the services
which makes client satisfied. Present report will discuss about roles and functions of
accommodation and front office desk. Besides, it will also discuss about the roles and
responsibilities of hospitality sector in terms of providing flexibility to clients. For present report
clientele hotel will be taken into action.
TASK 1
1.1 Explaining the different types of accommodation and front office services.
Accommodation and front office services are the necessary functions in hospitality
industry. The purpose of the department is to provide luxurious services to the clients. For which
visitors invest huge amount of money (Bryant and et.al., 2014).
Services of accommodation services (Housekeeping and Engineering)
 To provide accommodation arrangements and ensure about the effective management.
 To provide proper communication services with the customers.
 Ensure luggage security of customers.
 Provide clean and hygienic environment to hotel guests.
 Take care of water supply and electricity supply.
Services of front office (Front office, cashier)
 Maintained the satisfaction level of customer.
 Fix the deal with the customers and keep the records of all customers.
 Concierge helps in making effective working.
 Receptionists keep the all data of clients and maintained the proper record of occupied or
vacant services (Davis, Lockwood, Alcott and Pantelidis, 2018).
 Maintain the proper privacy of the information or data of the guests.
 Fulfill the needs and wants of the guest and provide services as per the instruction.
 Guide the customers from every level of point.

 Provide services about accommodation and transportation. Ensure about the safety
precautions of the customers.
1.2 Roles and responsibilities of accommodation service staff.
Hospitality industry is known as the best industry in which organizations are surviving
their values and services to their guests. They fulfill all needs and wants as per the facility of
guests (Dobrzykowski, Deilami, Hong and Kim, 2014). It enhances the welcoming and interest
of customers which gives positive impact on the organization. There are some roles and
responsibilities of accommodations towards the flexibility of customers are given below:
Housekeeping:
 Make detailed analysis of the target market and forecast the supply and demand
scenarios.
 Take care of room’s electricity, water supply, room, AC, etc.
 Full fill the needs of the customers as per the meeting conversations.
 Monitor the health and safety precautions within the premises.
On the basis of above roles and responsibilities of accommodation (Huang, Ho and Chiu,
2014). Accommodation function includes housekeeping staff and engineering which take
care of internal functions related to rooms, security, services, luggage, inventory etc.
without the support of them hospitality industry will never meet the needs of
organizations. In terms of getting new services and attraction from the customers. It is the
responsibility of hotel staff to take care of customers in terms new effective services.
1.3 Discuss legal and statutory requirements which apply on room division operations.
Every hotel organization should acquire legal regulations in terms of proper safety and
security of individual (Huang, Ho and Chiu, 2014). Such as health and safety act 1974, must be
followed by all hospitality sector in order to protect it from future uncertainties. In according to
this act company needs to adopt all kinds of precaution to ensure proper safety within hotel
premises. In order to gets the best protection level. All premises are should be under by cameras
for customer safety. This creates customer relationship with long term. Data protection act 1998
as per the law of data protection hotels needs to secure all personal information of customers and
should not have right to leak to others it is against the law. If company fails to perform this act
they liable to bear government issues. This gives negative impression on customers’ minds
which affect sales revenue of the organizations (Ivanov, 2014Huang, Ho and Chiu, 2014). Fire
regulation act 1975, according to this act company needs to maintained proper arrangements of

fire rescue in case of any emergencies. On the other hand luggage and the properties of guest
have to handle in proper manner, there should have secure room where all things have to be kept.
1.4 Evaluates the services provided by the room division in hospitality industry.
A main service of the accommodation services is the greeting of the guests from their
arrival to their departure (Laudon and Laudon, 2016). In hospitality industry they provide
accommodation, transportation and food services to their guest. They tie up with trains transport,
bus transport or from cruise to collect the information of clients. They provide services which
gives full satisfaction to guests. Such as luxurious rooms, additional complimentary services,
transportations services etc. it gives new effective services to company in order to grab the
customer attraction. They grab attraction from their customers through offering prime quality
services for their vacations and holidays plans. Front desk helps customer for checking into the
hotel and ensure them for effective productive items. It gives new effective service growth to
management. Hospitality organization also takes care of client’s health and safety and for other
amenities such as spa, gym facilities, swimming services. In terms of safety and security
company also needs to adapt to set CCTV cameras to monitor the hotel activities and minimize
the control of uncertainty in future risk (Loukopoulos, Dismukes and Barshi, 2016).
TASK 2
2.1 Importance of front of house area for effective services.
Front office staff is the individual who deals with clients face to face. They fix the deal
with their kind and polite behaviors. Employees of hospitality industry are highly well behaved
and well skilled in order to treat customer satisfaction. Good behavior of employees generates
positive experience with customers (Mills and Broughton, 2016). It helps to keep client safety
and maintain the company brand image in long term market. Without the calls or efforts of fronts
desk hotel will not get the connections of visitors.
2.2 discuss the planning aspects of front of house area for hospitality operation.
In according to the planning it is the most affecting function which company plan,
organize, coordinating, staffing, leading and controlling the management activities. It is the most
affecting role in terms of getting the best possible outcomes and business results. Without
planning and all function organization could not achieve customer satisfaction.
2.3 Key operational issues affecting the effective management and business performance of the
front office areas.
In order to manage the effecting working tools Hotel has to facing issues and impact full
issues which affect company performance. Such as lack of employee skills, improper
communication level (Loukopoulos, Dismukes and Barshi, 2016). In order to evaluate the issues

and improper position activities (Pace, 2016). Another key issues in hospitality sector is
Improper management in between housekeeping and accommodation departments.
TASK 3
3.1 Importance of property interior and designs to effective management.
Key aspects of planning for effective management environment:
Property management system: Every department of the organizations there are some
departments such as, human resource, Operation department, finance and infrastructure admin
etc. all functional departments needs to perform their own duty which gives positive impact on
the overall output (Pace, 2016).
Point of sale management: sales departments relates to the admin management which
makes deals with clients in effective manner. Front office should have skills to attract clients
towards their services. They play a very important role on customer retention. In order to manage
the all data company adopts software’s and technology to manage all contacts and information of
clients.
Guest account management: it is the foremost duty of reservation managements to
ensure and manage the guest account for those who already checked in. in order to manage the
proper function desk managers and executive’s only person who fill the forms of guests.
3.2 critical aspects of planning and management of the accommodations service function for a
given hospitality operations.
Planning managements is the most important task and duty for hospitality managements.
Without planning process never will going perfect and in manage form. Sometimes, due to lack
of communication between all departments lead customer dissatisfaction which gives negative
impression of the organizations (Saadouli and et.al., 2015). In order to remove all issues and
challenges cliental hotel needs to adopt proper management planning to mitigate future
uncertainties. For that, there have to be skilled manager who select talented employees and give
them training about the customer welcoming. Improper safety and security may give negative
effects on planning process. On the other side due to lack of planning in front office desk may
create confusion in clients and their rooms. Due to lack of housekeeping services would also
gives client dissatisfaction. In order to remove all negative factors, manager needs to monitor all
activities and give planning tools in order to secure the environment. With the help of productive
planning customer will give good response always. Good customer services enhance the market
image of the company which helps to get more sales revenue (Langabeer and Helton, 2015).

3.3 Analyze the key operational issues which affect management performances of hospitality
services.
Labor shortage: Hotel industries require large number of staff who maintained the
environment and their guest. Due to shortage in labor staff they definitely are facing low sales
and customer dissatisfaction (Saadouli and et.al., 2015). These issues give negative impact on the
overall functions. Company needs to hire enough staff to stable customer service or their interest.
Overbooking: overbooking is the common issue in room division. It creates
dissatisfaction and customer faith on the organizations. Overbooking and mismanagement may
create bad publicity of the organization which gives negative impression on future sales.
TASK 4
4.1 Revenue yield management to maximize sales revenue.
Revenue yield management is the process through which company maximize the sales
process. In order to enhance the sales and sales generate hotel adopts techniques in order to adopt
effective management skills (Samudra and et.al., 2016). The method of revenue yield
management helps to forecast the future sales with the help of present effective sales.
4.2 Discuss sales techniques for room divisions staff to maximize sales revenue.
Price Bundling: it is the productive sales technique which help to enhance the services
and sales growth. Price bundling method offers different prices in single rates, through which
large number of customer attract towards the sales.
Promotion: Promote the services specially in festive season in which large number of
customer will attract towards the hospitality industry.
4.3 Discuss the purpose and use of forecasting and statistical data within the room division.
The main purpose of the forecasting and statistical data which helps hotels to evaluate its
won performances from last few years. It gives chance to measure the ineffective working in
management environment (Mills and Broughton, 2016). This also helps to evaluate occupancy
ratio in the organization. It is the best technique in order to maintained the proper effective
environment.
4.4 calculate rooms division performance indicators to measure the success of accommodation
sales.
Percentage occupancy: when total rooms are divided by the total rooms available
Average daily room rates: it is the another method to calculate which help to create
effective calculation of the hotel.

Average Daily room rate: Total rooms revenue/total rooms sold (Loukopoulos, Dismukes and
Barshi, 2016).
CONCLUSION
From the above section, it can be calculated that rooms division is the function in rooms
division which calculate effective way to calculate the efficiency level. Present report discussed
about different aspects of rooms division. It planning issues in operational functions. On the
other side, roles and responsibilities of front office and reception staff in order to get the
customer satisfaction. Besides, legal regulations and statutory functions also analyses by the
report which helps to maintained legal environment in hotel premises. Likewise, report also
discussed about the functioning and facilities provided by the hospitality industry in terms of
getting sales revenue. Among all that, what sales techniques should adopted by the hotels are
also discussed in this study. Through which company can easily make effective environment for
working. Hospitality sector is the fast growing sector in terms of growing revenue management.

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