Rooms Division Operations Management Report: Evaluating Hotel Services

This report provides a comprehensive analysis of rooms division operations within the hospitality sector, using The Lanesborough hotel as a case study. It begins by discussing accommodation and front office services, detailing the roles and responsibilities of various staff members, including reservation supervisors, receptionists, and housekeeping. The report examines legal and statutory requirements, such as health and safety regulations and data protection, relevant to hotel operations. It evaluates the services provided by the room division in various hospitality businesses, emphasizing the importance of property interiors and design in attracting customers. The report delves into the critical aspects of planning and management of accommodation service functions, including linen control and cleanliness, and identifies key operational issues affecting effective management and business performance, such as human resource challenges. Furthermore, it explores revenue/yield management activities to maximize room revenue, sales techniques, and the use of forecasting and statistical data. Finally, the report calculates room division performance indicators to measure the success of accommodation sales, offering a holistic view of the key elements that contribute to a hotel's operational efficiency and financial success.

Rooms Division Operations
Management

TABLE OF CONTENTS
INTRODUCTION:..........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Discuss accommodation and front office services for different organisations.....................1
1.2 Roles and responsibilities of accommodation and reception services staff..........................1
1.3 Discuss legal and statutory requirements that apply to room division operations................2
1.4 Evaluate services provided by the room division in a range of hospitality businesses.........3
TASK 2............................................................................................................................................3
Covered in PPT...........................................................................................................................3
TASK 3............................................................................................................................................3
3.1 Importance of property interiors and design to effective management.................................3
3.2 Discuss the critical aspects of planning and management of the accommodation service
function ......................................................................................................................................4
3.3 Key operational issues affecting the effective management and business performance......4
TASK 4............................................................................................................................................5
4.1 Perform revenue/yield management activities to maximise room revenue..........................5
4.2 Sales techniques that rooms division staff can use to maximise revenue.............................5
4.3 Purpose and use of forecasting and statistical data...............................................................5
4.4 Calculate room division performance indicators to measure the success of accommodation
sales.............................................................................................................................................6
CONCLUSION:...............................................................................................................................7
REFERENCES:...............................................................................................................................8

INTRODUCTION:
Housekeeping department plays a crucial role in managing and maintaining the overall
services in hospitality sector. It is their role and responsibility for room maintenance and services
(Winter, 2017) Moreover, staff has to ensure that customer does not face any problem related to
room services. Staff communicates with them to identify their needs so that these can be
effectually fulfilled. Besides this, staff has to maintain cleanliness of rooms by making necessary
arrangements. They perform daily operations to improve the internal environment of hotel. In
hospitality sector, customer satisfaction depends on the quality of services. In this report, roles
and responsibilities of service staff are shown. Also, the importance of interior design and its
effectiveness is studied. For this report, organisation selected is The Lanesborough hotel which is
situated in London.
TASK 1
1.1 Discuss accommodation and front office services for different organisations
In hospitality sector, there are various types of services. These services depend on
the size and type of hotels. Also, there are different departments that handle and manage
services which are described as below:-
 Accommodation- It is a place where people can take rest (Turker and Altuntas, 2014)
Generally, it is used by travellers who often travel from one place to another. This
includes all sleeping facilities. People can also spend the leisure time. In hospitality
sector, these facilities are available in hotels, apartments, guest houses, etc.
 Front office services – This place is known as reception where all records regarding
rooms and customers are maintained. It also includes services related to daily operations.
The people hired for this position deals with payments, room allotment, etc. They listen
to customer problems and solve them.
1.2 Roles and responsibilities of accommodation and reception services staff
` Service staff in The Lanesborough hotel performs a variety of roles. These roles depend
on the structure and type of hotel (Drotz and Poksinska, 2014). Their main responsibility is

proper maintenance of rooms to ensure its cleanliness. Different staff roles are described as
below:-
 Reservation supervisor- This person deals with the bookings of rooms and daily
activities of staff. His role is to ensure proper availability of staff in hotel so that
customer needs can be effectually fulfilled.
 Receptionist- This person comes first in contact with customer. His role is to
greet and welcome the customers (Dahles and Susilowati, 2015) Also, the
responsibility of room allocation and dealing with customer problems is
performed by them. Besides this, keeping and maintaining records of staff and
customers is their duty.
 Housekeeping- They play a vital role in managing their daily operations as
customer satisfaction is highly dependent on housekeeping services. Their role is
to provide basic services to customers. Also, they regularly check rooms to ensure
that it is properly cleaned. They communicate with the supervisor in case of any
problem. Moreover, they make efforts to improve the service quality.
1.3 Discuss legal and statutory requirements that apply to room division operations
Hospitality sector has to follow certain laws and regulations in order to ensure safety of
customers (Loukopoulos, Dismukes and Barshi, 2016). These laws describe that The
Lanesborough hotel is having proper tools and equipment according to standards set by
government. Various acts are:
 Health and safety act 1974- It states that customer as well as employee should be
provided with effective environment.
 Fire Regulations Act 1971- It includes policies and rules that have to be followed by
The Lanesborough hotel. It states that hotel premises must have proper and effective fire
safety tools and equipment (Tucker and Singer, 2015) Besides this, staff should be given
with proper training to deal with critical situation. Moreover, hotel must have emergency
exit gate that can be used in case of fire.

 Data Protection Act 1998- It is the duty of The Lanesborough hotel to protect and
secure customer and employee’s details. This act consists of policies that describe all
terms and conditions of data protection. Details such as name, address and contact
number of customers as well as employees should not be disclosed (Novikov and
Prokhorova, 2016). Violating this will result in taking the legal actions.
1.4 Evaluate services provided by the room division in a range of hospitality businesses
Hospitality sector is at boom. It is because of variety of service that is provided to people.
Also, there has been improvement in service quality that has enabled hotel to increase customer
satisfaction. The basic services provided are food, bathroom facilities, etc. other services are
swimming pool, spa, etc.
TASK 2
Covered in PPT
TASK 3
3.1 Importance of property interiors and design to effective management
Customer are basically attracted towards the design of hotel. Interiors design play a
crucial role in attracting customer and providing them a peaceful environment. Usually, great
hotels are known for its unique and attractive designs.
 Objectives of interior design- The main objective of every hotel is to develop a unique
design of hotel. It is because interior design reflects hotel environment. Also, the design
of rooms is based on hotel interior (Van Huele and Vanhoucke, 2014). Customer get
attract towards hotel design when they arrive.
 Design – Every hotel design is unique. It depends on type of hotel. Sometimes, hotel
design are based on specific theme. It helps in describing what hotel want to show. For
this a lot of amount is spend to make design more attractive.
 Design of rooms – The interior design of hotel will reflect its room design. Each hotel is
having different layouts of rooms. These layouts help in attracting customers as they

choose it on basis on this. Rooms should be spacious enough so that things are arranged
properly.
3.2 Discuss the critical aspects of planning and management of the accommodation service
function
There are various services provided by hotels to their customer. So in order to maintain
high standards services quality should be improved (Abdelhak, Grostick and Hanken, 2014)
Various services are as follows :-
 Type of linen- The clothing material used in hotel should be smooth and silky. It must be
kept neat and clean. Bed sheets, pillow cover, towel, etc. should be cleaned regularly. The
colour of linen should be eye catching. It helps in increasing customer satisfaction and
generating value.
 Cleanliness- The cleanliness of hotel reflects its environment. Rooms and premises must
be kept clean so that helps in retaining customers. Also, it helps in ensuring proper
hygiene of food. People notice small things in hotel. On that basis they give their
feedback and reviews. Moreover, a hotel standard is described by its cleanliness.
 Maintenance- The housekeeping staff is responsible for maintenance of various services.
It reflects certain things such as service quality, time taken, etc. (De Jong and Mulder,
2014). In this windows, doors, etc. are checked and maintained. Manager role is to assign
task to staff so that operations runs in smooth way. An effective maintenance will show
service quality.
3.3 Key operational issues affecting the effective management and business performance
There are several issues that are faced by customers. This issues have to be solved so that
it does not lead to affect the image of Lanesborough hotel. It will lead to decrease in customer
satisfaction. Also, issues arise due to ineffective management of activities. Several issues are
described below :-
 Human Resources issues within Housekeeping and quality- There are many employees
who work in housekeeping (.Duffield and Whitty, 2016). They perform different roles in

daily operations. So absence of any employee will make activities improper. It will
increase burden on other staff. Therefore, it can result in conflict among them affecting
business operations. Furthermore, it will affect the quality of services.
 Linen control- It is an issue that can arise due to non availability or not properly cleaned
linen. This can occur if linen are not properly washed. Moreover, there can be different
types of linen used in Lanesborough hotel. So this issue will reflect poor quality of
service and will result in bad image of hotel.
TASK 4
4.1 Perform revenue/yield management activities to maximise room revenue
The success of hotel depend on various factors such as types of services, price of rooms,
service quality, etc. Performing yield management will help in maximising room occupancy. It
will help in proper allocation of rooms to customers (Gustavsson, Gremyr and Kenne
Sarenmalm, 2016) Moreover, by developing and implementing policies operations can be
performed in specific manner. It will help to focus on improving service quality. Furthermore,
revenue management will be beneficial in developing an effective pricing policy. It will state
how much amount has to be deducted on cancellation, what basic price of rooms will be, terms
and conditions of bookings, etc.
4.2 Sales techniques that rooms division staff can use to maximise revenue
There are various sales techniques that can be followed by room division that can help in
maximising revenue (Turker and Altuntas, 2014). These are as follows:- Selling Rooms- In this Lanesborough hotel can provide discount to customers on pre
booking of rooms. It will help in retaining them and increasing sales. Customer Loyalty Schemes- Hotel can start providing loyalty schemes to its loyal
customers. It will help in retaining them. Also, they can offer discounts, free coupons,
etc. to other customers so that they get attracted towards it.

 Promote other hotel services- Lanesborough hotel can provide additional and extra
services customers. It can provide breakfast, lunch and dinner. This will help in attracting
more customer and increasing revenue.
4.3 Purpose and use of forecasting and statistical data
The main purpose of forecasting is to predict future sales. It is done by evaluating past
statistical data and records (Drotz and Poksinska, 2014). This helps in developing strategies
how sales can be increased. Also, it helps in finding out loop whole in current strategies so that it
can be improved. Besides this, it is useful in analysing Lanesborough hotel performance. For
forecasting effective data and tools are needed. The tools used are surveys, research, etc.
forecasting is categorised in two ways :-
Statistical- It is based on statistics such as data, facts and figures.
Judgemental- It is based on assumptions or judgements of people.
4.4 Calculate room division performance indicators to measure the success of accommodation
sales
Room type Number of
rooms
Price Beds Occupancy
Single 35 $250 50 30 occupied

Suites 43 $1400 86 28 occupied by
2
13 occupied by
1
Double 55 $550 110 24 occupied by
2
18 occupied by
1
Total 133 246 180 room let
(260 guests)
CONCLUSION:
From this report it is concluded that in hospitality sector there are various types of
services. These services depend on size and type of hotels. Service staff in Lanesborough hotel

performs a variety of roles. Hospitality sector has to follow certain laws and regulations in order
to ensure safety of customers. Interiors design play a crucial role in attracting customer and
providing them a peaceful environment. There are various services provided and issues that are
faced by customers are discussed. The success of hotel depend on various factors such as types
of services, price of rooms, etc. There are various sales techniques that can be followed by
Lanesborough hotel that will help in maximising revenue. The main purpose of forecasting is to
predict future sales.

REFERENCES:
Books and Journals:
Abdelhak, M., Grostick, S. and Hanken, M.A., 2014. Health Information-E-Book: Management
of a Strategic Resource. Elsevier Health Sciences.
Dahles, H. and Susilowati, T.P., 2015. Business resilience in times of growth and crisis. Annals
of Tourism Research, 51, pp.34-50.
De Jong and Mulder, M., 2014. Time and energy management during descent and approach:
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Drotz, E. and Poksinska, B., 2014. Lean in healthcare from employees’ perspectives. Journal of
health organization and management, 28(2), pp.177-195.
Duffield, S. and Whitty, S.J., 2016. How to apply the Systemic Lessons Learned Knowledge
model to wire an organisation for the capability of storytelling. International Journal of
Project Management, 34(3), pp.429-443.
Gustavsson, S., Gremyr, I. and Kenne Sarenmalm, E., 2016. Using an adapted approach to the
Kano model to identify patient needs from various patient roles. The TQM Journal, 28(1),
pp.151-162.
Loukopoulos, L.D., Dismukes, R.K. and Barshi, I., 2016. The multitasking myth: Handling
complexity in real-world operations. Routledge.
Novikov, V.S.. and Prokhorova, M.P., 2016. Re-engineering as the process of business
adaptations. International Journal of Economics and Financial Issues, 6(1S).
Tucker, A.L. and Singer, S.J., 2015. The Effectiveness of Management‐By‐Walking‐Around: A
Randomized Field Study. Production and Operations Management, 24(2), pp.253-271.
Turker, D. and Altuntas, C., 2014. Sustainable supply chain management in the fast fashion
industry: An analysis of corporate reports. European Management Journal, 32(5), pp.837-
849.