Rooms Division Operations Management Report: An Overview

This report provides a comprehensive analysis of rooms division operations management within the hospitality industry, specifically using Intercontinental Hotels Group PLC as a case study. It delves into the services provided by the front office and housekeeping departments, highlighting their crucial roles in guest satisfaction and revenue generation. The report outlines the roles and responsibilities of a Front Office Manager, emphasizing their importance in maintaining a professional work environment and ensuring smooth operations. Furthermore, it explores the key legal and statutory regulations that hotels must adhere to, including security measures and safety protocols. The report also includes a critical analysis of yield/revenue management elements. Overall, the report offers valuable insights into the intricacies of rooms division management and its impact on hotel success.

Rooms Division
Operations
Management
1

INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Services provided by the Rooms Division operations.................................................................3
Roles and responsibilities of a Front Office Manager.................................................................5
Knowledge and understanding of key legal and statutory regulation within the hotel
operations.....................................................................................................................................7
Critically analyze elements of Yield/ Revenue Management......................................................8
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9
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INTRODUCTION
Hospitality is one of the largest and leading industrial sectors that provide wide range
products and services to customers all around the world. Hotels are one of the most important
aspects those who conduct their operations in hospitality industrial sector and play most
important role. In this there are different types of functions that are being undertaken in order to
satisfy consumer needs (Arnette and Zobel, 2019). Room division management is an essential
aspect that deals in the process of offering pleasant as well as enjoyable environment to
consumer, as a room is first point of contact with guest that can effectively lure their attention as
well as loyalty. Present report has been conducted on Intercontinental hotels group PLC.
Company offer services in hospitality industry while headquartered in England, UK. Entity is
having more than 5,903 hotels as well as 883, 563 rooms. In this report formative discussion has
been conducted on services provided by front office and housekeeping department along with
roles and responsibilities of guest service manager. In addition with this report include key
registration as well as statutory regulations implied in hotel operations along with management
system.
MAIN BODY
Services provided by the Rooms Division operations
Room division hold great significance in hotels, as room charges continuously play key
essential role in generating large amount of revenue for hotels in financial year. As it has been
identified that consumer mainly emphasize on rooms availability, equipped & clean rooms
(Olya, 2019). In this room division play most essential role to effectively satisfy needs of
consumers and ensure their high satisfaction. Room division can be further segregated into
different sections:
Accommodation & front office services hold most important responsibility to effectively
serve consumer needs from their entry till their check out. Both of these divisions act as key
essential aspect within hotels, as they are authorised and responsible to make consumers feel
comfortable by treating them with politeness and willingness to serve their needs in a best
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effective manner. This has been evaluated that consumers make their first relation with staff
member of these department thus members within these departments duly become public faces
of hotels. Through this entity can effectively able to ensure maximum credits with their effective
services. Services played by these departments consider most essential section in hospitality
industry individuals. With their best effective confidence and potential members have capability
to win heart of the customers are the initial stage.
Front office:
Front office is defined as an essential service in hotels as they communicate with
consumers at initial stage. Thus, department hold formative responsibility to providing
reservation of room to consume, ensure proper check in and checkout facilities. In addition to
this they are also responsible with the functioning like dealing with a consumer suggestion as
well as complaints, generation of bills and more. In context with Intercontinental Group of
hotels, this department effectively ensure their customers to have home like environment in their
premises. Along with this, in respective entity there are number of skilled and experience
individual who effectively manage front office desk in order to provide best effective services to
customers. In addition to this, in Intercontinental group of Hotel this department is mainly
managed by two managers with an aim to generate effective attention of customers at initial
phase.
Housekeeping department
Housekeeping department have responsibility to manage hundreds of rooms with an aim
to provide customers with effective satisfaction and comfort. In this there is large number of staff
and skill members engage in the services to handle and maintain rooms and customer in best
effective manner. Intercontinental Group of hotels effectively ensure that consumers are
provided with all the essential amenities along with luxury comforts. In addition with this
respective entity duly ensure that they have effectively skilled and potential members in this
department as they have one of the most important to duly ensue maximum satisfaction of
customers. In addition to this, in hotels this department involved in the services of providing
effectively maintained, cleaned and well equipped rooms to customers. In context with present
entity housekeeping employees play key essential role to run business in a smooth manner. In
relation with Intercontinental Group of hotels, they have large housekeeping department in
which different type of services are being performed. This department take charge to keep
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premises clean and provide all the basic essential services to customers. In addition to this
housekeeping department ensure that additional items on guest request are being provided to
consumers in time effective manner. This department also engage in the service of telling
maintenance about the issues in rooms to higher department as to ensure that customers get
served within time effective manner. This has been evaluated that, housekeeping department is
one of the most important and essential operational services within hotel, as this department have
responsibility to ensure proper maintenance, cleanliness of public area, hotel rooms, back area,
surroundings etc within hotel. They are also having responsibilities to provide all the basic and
luxury services to customers in timely manner. It automatically helps to gain consumer
satisfaction in a well-defined manner that automatically benefit hotel to increase their Goodwill
in respective industrial sector in a well and effective manner.
Thus, as per the above mentioned discussion it has been evaluated that both of the
departments play most important role to generate effective attention and satisfaction of
customers in a best effective manner.
Roles and responsibilities of a Front Office Manager
In hotels there are different type of individual and personalities those perform their job role
with different job titles in order to ensure maximum satisfaction from consumers as to increase
organisational profitability and market positioning (Cruz and et.al., 2019). In this front office
manager is responsible to make sure that all the activities related to front office is being operated
in a well define manner They are the senior individual in office environment and are further
accountable to maintain a professional work environment, administrative support and staff
supervision. Along with this, they are duly responsible to make formative form of coordination
with all front desk office activities, as it is the first place in which guest come into contact.
In context with Intercontinental Group of hotels, front office manager is responsible to
make sure that operations within hotel are run in a smooth and effective manner. They are further
have responsibilities for the activities like training and managing the front office staff, dealing
with guest in best effective manner, make sure that front desk provide friendly as well as
professional services to guest, arrangement of staff schedule. With these entire responsibilities
front office manager play key essential role within hotel. Along with this, they act as a liaison
between staff and general manager. Within Intercontinental group of hotel front office is an area
in which guest duly form their first as well as last impression. Thus, front office manager hold
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most important and essential responsibilities to work hard in order to provide a pleasant
experience to guest while making sure there return.
In addition to this in order to manage this department in best effective manner
Intercontinental group of hotel front office manager are required to report to, resident manager,
division manager or general manager related to the activities and reports (KC, Scholtes, and
Terwiesch, 2020). Along with this front office manager are responsible to have report from the
service manager, reservation manager, night manager, the chief operator in order to effectively
ensure that all the activities are duly of the operated as per according to the set standards by
Intercontinental Group of hotels. Front office manager in respective company have appropriate
qualification as well as education through which they operate their functions with high
knowledge and skill. Further it has been evaluated that front office manager of Intercontinental
group of Hotel have skills related to form leadership, communication, diplomacy, multitasking,
time management, operating activities under pressure and motivation. With the assistance of
these entire critical skills front office manager perform different type of roles and responsibilities
in order to serve customers in a well defined manner.
The front office manager has responsibilities and duties related to effectively manage all
the operations of front desk such as guest relation and more. In addition to this, they are
responsible to maintain proper record of room inventory in order to make sure that customers are
satisfied in a best effective manner (Raman and Grover, 2020). They also hold responsibility to
make sure that operations within front desk comply all the procedure and policies that are being
duly set by hotel. In addition to this, it has been evaluated that, in respective entity front office
manager analyse the request and complaints of guest and ensure timely resolution of all. In
addition to this front office manager within Intercontinental Group of hotels are also responsible
to monitor all the ratings as well as comments of guest for hotels and services that are being
provided to them, in order to undertake strategic all measures to improve all the service as to
ensure competitive positioning in hospitality industrial sector. Along with this they are also
responsible to evaluate recommended changes related maintenance of all rooms according to
hotel standards and preparation of front office schedule as to fulfil organisational objectives in a
well defined manner.
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Thus, according to the above evaluation it has been evaluated that front office manager
hold most important responsibility within hotel. As this department made initial contact with
customers through which consumers attraction can be duly generated with potential and
attractive services. Thus, front office manager hold most important duties and responsibilities
and have master key to increase organisational profitability in a well defined manner. Along with
this, in context with Intercontinental group of hotel front office manager hold essential duty
which is to report to higher authority and communicate budget that are require to duly manage all
the essential services in this unit as to increase overall revenue generation capacity of entity.
Intercontinental group of Hotel is one of the largest and leading hotels in hospitality industry
thus, front office manager have most essential responsibility to manage VIP’s special guest and
their request in order to generate high goodwill in respective industrial sector.
Knowledge and understanding of key legal and statutory regulation within the hotel operations.
It has been evaluated that, hotels generate large amount of revenue by serving different
needs of customers. They duly serve guests like tourists, business persons, bureaucrats etc. In
this it is essential for managers within entity to ensure that services and operations within hotels
are undertaken with set standards. In addition to this, with high skills and capabilities work
within premises is being done by individuals, in order to ensure proper hotel management it is
essential for entity to comply with all the necessary legal and statutory regulation. Along with
this, there are number of individuals and staff members those who operate their functioning as to
effectively fulfil organisational goals in a well-defined manner. In context with Intercontinental
Group of hotels, it has been analysed that it is a wide group of Hotel that perform different type
of services. Thus, it is essential for entity to have proper security of consumers and staff related
to their luggage, belongings etc (Lee, Pan and Park, 2019). In this they are responsible to
provide secure and safe rooms along with secure Hotel premises as it is a liability of Hotel. In
addition with this, hotel are also responsible to make sure that all the essential safe take at such
as CCTV, fire extinguishers, ambulance, secure locks, security team are available in hotels all
the time. There is different type of legal and statutory regulations that are required to be duly
abided by hotels as these are framed by government and essential for hotels to properly abide. In
context with respective entity, in order to manage right of staff members according to statutory
law, The equality act 2010 has been duly framed by government and are required to be
implemented by Hotel, as to ensure employees equality within premises in order to ensure that
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they do not get discriminated on the basis of disability, race, age, caste, relation and more. This
act protect right of individuals those who perform their operations with any work department.
Along with this, Assessment of Health and safety at work regulation 1919, properly ensure that
in hotel there are proper risk assessment of hazards along with this, workplace regulation 1992
effectively make sure that health and safety measures of each and every employee within
premises are duly maintained. In addition with this Provision and Use of Work Equipment
Regulations 1998 are implied upon hotels that ensure safety of equipment and machinery in
order to provide safe and secure environment to guests.
Critically analyze elements of Yield/ Revenue Management
Yield management is termed as an extraction of large amount of revenues from fixed
sources with the formative application of flexible strategy according to the change prevailing in
market behaviour. It has been evaluated that the higher the yield from the sources the better the
growth is. In that it is essential for hotel to apply different type of strategies to make increased
average room occupancy, as with the help of increase in room occupancy over financial years
effectively aid entity with better deals. In this as to ensure better occupancy hotels required to
allot rooms according to the need of individual. As a sole individual are required to be a lot
single rooms by the reservation department. Taking into account the case given, out of 75 single
rooms available, there are 20 rooms vacant which can allotted to single occupants. Also there are
40 double rooms allotted to single persons. Thus simply there is a waste of resources. If these 40
single persons were allotted single rooms and may be twin rooms, the 40 double rooms would
have been vacated which could be allotted to customers who demanded double room
TSA (Revenue management software): As to ensure high competitive advancements in
hospitality industry segment, organisation by taking advantage of revenue management software
can effectively able to optimise efficiency of their work and productivity of individual. With the
help of the software hotels can drive business performance in a well-defined manner and can
able to set best price range (Olya, 2019). It helps in increasing their rate of revenue. In context
Intercontinental Group of hotels with the help of the software company can effectively able to
optimise performance of individual within premises it help entity to ensure effective performance
and high profitability.
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Use of forecasting and Statistical Data in room division
With help of factor forecasting of ability of room provide hotels to effectively forecasts
number of customers expected in coming future. It help front desk and reservation department to
manage prior reservations in a well defined manner it help them to increase occupancy and get
higher revenue.
CONCLUSION
As per the evaluation it has been concluded that, hospitality industry have different type of
services that are being undertaken in order to ensure consumer satisfaction. It is one of the most
essential aspects within this industry in this room division most essential segment in hotels acts
as the major point through which entity can ensure maximum satisfaction of their customers.
There are different type of services are being offered by room division operations in order to
fulfil consumer needs. Along with this as to manage front office task, front office manager play
different type of roles and responsibilities in order to make sure that all the functions are
conducted as per according to set standards of entity. Further it has been evaluated that there are
different type of legal as well as statutory regulations that are applied in hotel operations. Lastly
with the help of yield management respective entity can effectively able increase overall
profitability of entity.
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REFERENCES
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Operations Management. 22(1). pp.73-83.
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Valley, Malaysia: the inseparable roles of support centers and revenue streams. Journal
of Quality Assurance in Hospitality & Tourism. 20(1). pp.16-43.
Lee, S., Pan, B. and Park, S., 2019. RevPAR vs. GOPPAR: Property-and firm-level
analysis. Annals of Tourism Research. 76. pp.180-190.
Leoneti, A.B. and et.al., 2019. Process management framework for chemical waste treatment
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of Operating Room Supply Room. In 2019 11th International Conference on Measuring
Technology and Mechatronics Automation (ICMTMA) (pp. 412-415). IEEE.
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Patients’ Length‐of‐Stays. Production and Operations Management. 28(7). pp.1735-
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Olya, M.H., 2019. Data Analytics and Stochastic Optimization Models for Decision Support in
Chronic Disease Operations Management (Doctoral dissertation, Wayne State
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Raman, R. and Grover, V., 2020. Studying the multilevel impact of cohesion versus structural
holes in knowledge networks on adaptation to IT‐enabled patient‐care
practices. Information Systems Journal. 30(1). pp.6-47.
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