Intercontinental Hotels: Room Divisions Operations Management Report

This report provides a comprehensive overview of room division operations management within the hotel industry, focusing on key sub-departments such as the front office (including reception and reservations) and housekeeping (guest room services and laundry). It details the roles and responsibilities of various positions within these departments, from front office managers to room attendants, emphasizing the importance of efficient and effective management for customer satisfaction and overall hotel success. Furthermore, the report outlines the statutory and legal regulations that hotels must adhere to, including premises licenses, data protection activities, health and safety at work, and fire regulations. Finally, it touches on elements of yield or revenue management strategies that can increase occupancy rates and average daily room rates, contributing to the financial performance of hotels like Intercontinental Hotels Group PLC. Access more solved assignments on Desklib.

Room divisions operations
management.

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Demonstrate your Understanding & knowledge about the key sub departments ......................1
Roles and responsibilities of room division positions................................................................2
Statutory and legal regulations within hotel operation management..........................................4
Elements of yield management or revenue management which can help in increasing
occupancy rates and will increase average daily room rate........................................................5
CONCLUSION ...............................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Room division management refers to the division of rooms as well as the management of the
different operational departments of the hotel. The different operational departments of the hotels
are room reservation, front office, concierge division, housekeeping responsibilities, etc. these
departments are an important factors in the management of the company and it is important for
the hotel to make sure that the company is managing these department effectively and efficiently
in order to continue the smooth functioning of the hotel (Borie and et. al., 2018.). In context to
Intercontinental hotels group PLC , they are a British multinational hotels. The hotel was
founded in the year 2003 and is headquartered in Denham, England, UK. In this report a
knowledge about different departments of hotel industry will be provided along with information
about roles and responsibilities of room division and their different positions.
MAIN BODY
Demonstrate your Understanding & knowledge about the key sub departments
Front office sub departments : It is a department which comes in direct contact with the
customers. It is the first department that faces the customers and are the representatives of the
hotel. The first impression about the services of the hotel is gained by the customers by analysing
the services of the front desk of the hotel. The front office department of the hotel is needed to
make sure that they provide appropriate information to the customers and the customers are not
facing any problem regarding the services of the hotel (Chan and et. al., 2020.). The front office
department of the company must ensure that if the customers are facing problems than those
problems should be resolved in the specific time period in order to retaining the customers and to
enhance the reputation of the company. In context to Intercontinental Hotels Group PLC, the
company makes sure that the front office department are well mannered and groomed so that the
company can have a good impression on the customers and will be able to avoid any
mismanagement.
Reception: This is the front desk in the lobby of the hotels that help the customers in
gaining information about the services that are offered by the hotels. also they take the
responsibility of the check ins and check outs of the customers. This desk provides necessary
information about the hotel as well as the services of the hotel to the customers.
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Reservation: This department helps the customers in making reservations for the services
that are provided by the hotel as well as for other services according to the wish of the customers
(Chiarini, A. and Brunetti, F., 2019.). They will help the customers in making room reservations
as well according to the needs and requirements of the customers.
House keeping sub departments: This department provide direct services to the customers once
they check in in the hotel. This department helps the customers in guiding them towards their
room as well as by helping them in providing additional services in their rooms. The
housekeeping department helps the customers in their food orders as well as in their laundry
services. The housekeeping department also came into direct contact with the customers so it is
utmost important for he company to make sure tat this department is working effectively and
efficiently. In context to Intercontinental Hotels Group PLC, they make sure that the
housekeeping department of the company is having a proper management and the guests are not
facing any problem.
Guest room services: The housekeeping department is responsible for the cleanliness of
the rooms of the guest. They need to make sure that all the rooms that are vacant and are going to
be filled are cleaned properly and necessary changes in the decor of the room has been made
(Chien and et. al., 2020.). The department is responsible for informing the maintenance
department about any type of problem. The cleanliness of the rooms of the hotel as well as the
maintenance and decoration of lobby of the hotel is also the responsibility of this department.
Laundry: This is the facility that is provided by the housekeeping department to the
existing guests of the hotels. It is obvious that the customers are staying in the hotel in order to
have rest or in order to travel or for meeting. The guests does not have much time to do laundry
as well. It is an essential services that are needed to be provided by the company to their guests
in order to provide them satisfaction and good experience. The laundry incudes the linens,
bedsheets, blankets that are provided by the hotels to their customers. The laundry services can
also be availed by the customers for their personal wearables.
Roles and responsibilities of room division positions
There are different departments in the hotel and its management and each department have
numerous amount of roles and responsibilities which is necessary for them to fulfil in order to
make sure that the functioning of the hotel are running smoothly and the customers are not facing
any issues related to the services of the hotel (Choi and et. al., 2018.). It is important for every
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department to make sure that they are working effectively and efficiently as their work will
affect the whole management of the hotel. In context to Intercontinental hotels group PLC, the
hotel is one of the biggest hotel chains of the world and it is important for them to make sure that
their management is running efficiently and effectively as their customers expects best in class
services from the hotel and its management. The roles and responsibilities of each and every
department is needed to be managed properly so that the company can avoid any contingency or
any complaint which can affect the reputation of the company.
Front office position
Front office manager: The front office manager of the hotel is responsible for all the
workings of the front desk. It includes check ins, check outs, reservation, information provider,
payments, additional services requested by the customers, etc. They are responsible for
supervisory decisions and are also responsible for making a good occupancy rates in the hotels.
The good occupancy rates will make sure that the company is in profits and the hotel is having a
customer base. They make sure that the guests of the hotels are having a delightful stay in the
hotel and will also make sure that all the customers are satisfied with the services of the hotel.
Guest service manager: Guest service managers are responsible for managing the front
office operations of the hotels and also assist in the check in check out facilities of the hotel. The
guest service department also helps the company in responding to the complaints and requests of
the customers (D’Andreamatteo and et. al., 2019.). It will help the hotel in making sure that the
customers are satisfied with the services of the hotel and if there is any complaint b the customer
then the reason for that compliant so that the complaint can be resolved.
Housekeeping position: There are certain positions in the housekeeping department which helps
the hotel in dividing the roles and responsibilities of the department. Housekeeping department
must make sure that they are working effectively and efficiently as this department directly
works for the customers and provide services directly to the customers. The services provided by
the department are needed to be perfect in order to avoid any complaint or to avoid any
misunderstanding.
Laundry manager: The laundry manger is responsible for the workings of the laundry
department of the hotel. They make sure that this department is working appropriately and also
that the service that are provided to the guests from this department are excellent and provide
immense level of satisfaction to the customers (Dai, J.G. and Shi, P., 2019.). Laundry manager
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makes sure that the customers are getting clean items and are also responsible for the supplies so
that the hotel laundry room does not go out of stock.
Room attendant: The major responsibilities of room attendance is to make sure that the
linens of the room of the guests are clean. They make sure that while providing room services or
when a guest leaves the hotel they replace the used towels with clean towels so that there is
proper hygiene in the rooms of the guest while they enter. The room attendant are also
responsible for sweeping and mopping the floor on regular basis so that their is no stain on the
floor also the room becomes more clean.
Statutory and legal regulations within hotel operation management
The government provides some statutory rules and regulations that are needed to be followed by
the hotels in order top avoid any contingency or any legal issues. It will help the company in
maintaining the reputation of the company and will also help in making sure that the company is
a safe place for the employees to work and the guests to stay (Dai, T. and Tayur, S. eds., 2018).
In context to intercontinental hotel group Plc, they make sure that the company is following all
the necessary rules and regulations provided by the company in order to avoid any legal issues.
Also the company has presence in all over the world which means that the company have to
follow all the necessary rules and regulations of the respective country in which they are serving.
Premises licence: Premises licence is a certificate that is provided to the specific
organizations or businesses in order to allow them to carry their activities in a specific location.
It is important for the company to make sure that they acquire this licence before starting their
business as only this licence will provide the working authority to the owners of the business
(Kang and et. al., 2020.). The licence will be provided by the local authorities or the statutory
bodies that have the responsibility of providing licence to the businesses. It will allow the
business to sell alcohol as well as food and beverages.
Data protection activities: As the hotel provide accommodation services to their
customers it is essential for the company to take some information as well as data about the
customers (Loonam and et. al., 2018.). Also in order to take payment through cards or online it is
essential for the company to take detailed information about the customers in order to maintain
their records. Once the data is stored in the system of the hotel it is the duty of the hotel to
protec6t that data and to avoid any misuse of that data. In order to avoid any legal issues related
to this matter the company must protect the information and the data of the customers.
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Health and safety at work: These are the rules and norms established by British health
and safety department in order to set out the duties and responsibilities of the employer towards
their employees and the general public regarding the measures that are essential for the employer
to take in order to maintain the health and safety of the employees as well as of the customers of
the company (McAdam, R., Miller, K. and McSorley, C., 2019.). The companies which are
working in the department which is related to food and beverages it is important for the
organization to keep place clean and hygienic so that the people do not suffer from any infection
or anything else which is not good for their health.
Fire regulations: The act came into existence in the year 2006 which states that the
organization must take responsibility and steps towards making their organization a safe place to
work. The employer must take actions which can help the employees or the people present in the
organization at the time of fire. The rules under this act not only apply to offices or workplaces
or hotels but to flats, houses in multiple occupations, etc, as well (Melander, L., 2018.). It orders
to employers as well a the person acquiring a valuable position within the organization to take
effective and reasonable steps which can reduce the risk of fire and also which can make sure
that the in case of fire people are having a safe place to escape.
Elements of yield management or revenue management which can help in increasing occupancy
rates and will increase average daily room rate
In order to make the hotel successful and in order to make profits it is important for the company
to increase their revenues and it will only be possible if the company can retain their customers
and can increase the brand awareness by providing best in class services to their customers
(Plaza‐Úbeda and et. al., 2020.). In context to Intercontinental Hotels Group, they make sure that
they provide services which can enhance their average daily room rate and will also help the
company in increasing their occupancy rate as well as their reputation. Some of the activities
carried on by the hotel are given below:
Food and beverages activities: The food and beverages activities of a hotel plays an
important role in influencing the room revenue of a hotel. If the facilities related to food and
beverages provided by the hotel to their guests are extraordinary the it will be liked by the
customers and the customers will be willing to pay much higher amount for the same food as
well as services in order to get exceptional experience (Serpa, J.C. and Krishnan, H., 2018.). It
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will help the company in having a much more higher returns and will also make sure that the
average daily room rate of the company is increased.
Special events: Any kind or special events such as concerts, sports events, festivals that
are taking place in the nearby areas of the hotel will help the hotel in generating revenues. It is
important for the managers of the hotel to take advantage of event like this and make suite that
the are able to attract large amount of audiences that are coming for that event. In order to attract
large amount of customers the company must make sure that they are providing attractive
discounts to their audience and are providing effective packages to the potential customers so
that they can attract them. It will help the company in increasing the occupancy rates.
Group room sales: the group room sales refers to the booking of significant number of
rooms for a group of people before their arrival time. It is important or the hotel to understand
the pattern of group booking and make sure that the hotel is ready for the group (Song and et. al.,
2018.). The group booking can be made one or two month before the actual arrival of the group
so it is important for the hotels to manage their data accordingly. While group bookings can
occupy large amount of rooms it will enhance the occupancy rates of the hotel.
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CONCLUSION
From the above report it is concluded that a proper understanding and knowledge about the
different departments of the hotels is necessary to be taken into consideration in order to have
good experience. It is also discussed that there are numerous amount of rules and responsibilities
that are needed to be fulfilled by the different departments of the hotel. In order to avoid any
legal issues in the industry it is important for the company to remain aware about the prevailing
regulations. And to increase the revenue of the company the hotel must focus on increasing the
average room rate.
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REFERENCES
Books and Journals
Borie and et. al., 2018. Risk management for surgical energy-driven devices used in the
operating room. Journal of visceral surgery, 155(4), pp.259-264.
Chan and et. al., 2020. What hinders hotels’ adoption of environmental technologies: A
quantitative study. International Journal of Hospitality Management, 84, p.102324.
Chiarini, A. and Brunetti, F., 2019. What really matters for a successful implementation of Lean
production? A multiple linear regression model based on European manufacturing
companies. Production Planning & Control, 30(13), pp.1091-1101.
Chien and et. al., 2020. The effect of work motivation on employee performance: Empirical
evidence from 4-star hotels in Mongolia. Journal of Human Resources in Hospitality &
Tourism, 19(4), pp.473-495.
Choi and et. al., 2018. Quick response in supply chains with stochastically risk sensitive
retailers. Decision Sciences, 49(5), pp.932-957.
D’Andreamatteo and et. al., 2019. Institutional pressures, isomorphic changes and key agents in
the transfer of knowledge of Lean in Healthcare. Business process management journal.
Dai, J.G. and Shi, P., 2019. Inpatient overflow: An approximate dynamic programming
approach. Manufacturing & Service Operations Management, 21(4), pp.894-911.
Dai, T. and Tayur, S. eds., 2018. Handbook of healthcare analytics: Theoretical minimum for
conducting 21st century research on healthcare operations. John Wiley & Sons.
Kang and et. al., 2020. Natural language processing (NLP) in management research: A literature
review. Journal of Management Analytics, 7(2), pp.139-172.
Loonam and et. al., 2018. Towards digital transformation: Lessons learned from traditional
organizations. Strategic Change, 27(2), pp.101-109.
McAdam, R., Miller, K. and McSorley, C., 2019. Towards a contingency theory perspective of
quality management in enabling strategic alignment. International Journal of
Production Economics, 207, pp.195-209.
Melander, L., 2018. Customer and supplier collaboration in green product innovation: External
and internal capabilities. Business Strategy and the Environment, 27(6), pp.677-693.
Plaza‐Úbeda and et. al., 2020. The contribution of systems theory to sustainability in degrowth
contexts: The role of subsystems. Systems Research and Behavioral Science, 37(1),
pp.68-81.
Serpa, J.C. and Krishnan, H., 2018. The impact of supply chains on firm-level
productivity. Management Science, 64(2), pp.511-532.
Song and et. al., 2018. Closing the productivity gap: Improving worker productivity through
public relative performance feedback and validation of best practices. Management
Science, 64(6), pp.2628-2649.
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