Hospitality Operations: Roles, Linen, and Yield Management

This report provides a comprehensive analysis of hospitality operations, focusing on key areas such as room divisions, including front office and concierge roles, and housekeeping. It delves into the roles and responsibilities of various positions within the rooms division, examining front office positions like front office managers, reservation managers, and guest services managers, as well as housekeeping roles like executive housekeepers. The report also explores linen operations, covering bed and bath linen, and the control of linen inventory. Furthermore, it examines yield management and revenue management strategies, including components like group room sales and food & beverage activities, along with tactics such as high and low demand strategies. Finally, the report discusses tactics used by managers, such as GOPPAR and RevPAR, to enhance revenue and profitability within the context of a case study hotel, Travelodge London Covent Garden.

Hospitality Operations 3

Table of Content
 Introduction
 Knowledge and understanding of key sub departments of room
divisions
 Roles and responsibilities of two Rooms Division position
 Linen operations from the Housekeeping department
 Yield Management/Revenue Management
 Components of yield management
 Tactics used by manager
 CONCLUSION
 References

INTRODUCTION
Hospitality sector is wider and broader which is enlarging the business
activities at global level. (Çakar, 2019). Main aim of this report is to
examine hospitality business operations so that process of industry are
analysed. Travelodge London Covent Garden, a three star hotel which is
situated in London, U.K. The hotel provides ample number of services
such as room & table bookings, hygiene prevention measures, art gym,
free WI-FI, nine fully meeting equipped rooms and many more.
Moreover, the hotel has special discounts & offers which are provided
by them to their old customers as well as guests. Also, there run their
business activities at both online and offline modes.

Knowledge and understanding of key sub departments of
room divisions
Front office
The department of front office is being considered as reception who
are responsible for managing, handling customers booking,
quires, answering their calls. This department encounters
customers on daily basis. IN relation with Travelodge London
Covent Garden, they too have front office in their hotel who
manage all the work. They perform following types of functions
which are described below -

To be continue..
Reservations- It is most important function of front office of
Travelodge London Covent Garden who do reservation of their
guests, customers, via both online & offline mode. They assure
that cancellation, advance booking, everything is maintained in
most efficient manner so that problem does not occur during
process (Cordua, 2020).

To be continue..
Reservations- It is most important function of front office of
Travelodge London Covent Garden who do reservation of their
guests, customers, via both online & offline mode. They assure
that cancellation, advance booking, everything is maintained in
most efficient manner so that problem does not occur during
process (Cordua, 2020).

To be continue..
Review arrivals/departures/ VIP- This is another function in which
front office make assure & revise the arrival of customers, VIP or
departures who are leaving hotels on which date or day. It is essential
because it helps in maintain a positive relationship between both the
parties.
Staffing adjustment/ scheduling- In this function, staffing allocation of
roles & responsibility is done by front office. The schedule every
activity and work of staff who will be doing what on a particular day
according to which guests or customers are managed.

Guest relations-
Front of office of Travelodge London Covent Garden is responsible for
managing relations with guests so that positive feedbacks are
obtained from the about the hotel. Functions of guests relations are-
Handling guest complaints- On of the basic function of guest relation
in which front office of chosen hotel managed and handles the guest
complaints in such a way that their faced issues are solved in proper
manner (Gabathuler, 2018).
Room allocation for VIP guests- It is also function in which rooms
are being allotted to VIP guests who are important for hotels.

Concierge
They are person who are responsible for in-charge of welcoming &
entrance of customers, guests. They make feel special to
customers so that they feel important in a hotel. So, basic
functions of Concierge are described below-
Arranging transportation- In this, concierge are responsible for
managing & arrangement of transportation for important guests,
customers so that inconvenience is not faced by them while
coming or departure from hotel (Orlowski, 2016).

To be continue..
Making dining reservations- Concierge are also responsible for
making dining reservations for customers so that services are
easily used by them without waiting line or other problems. In
relation with selected hotel, they too have concierge who make
reservation for dining.