Management of Room Divisions: Analysis, Challenges, and Solutions

This report provides a comprehensive analysis of room division management within the hospitality industry. It begins by outlining the significance of room division management, highlighting its benefits in addressing challenges such as space limitations, security concerns, and the need for quality housekeeping. The report emphasizes the importance of effective communication, facilities management, and risk mitigation strategies. It then delves into the supervisory functions of Manager on Duty (MOD) roles, including front office management, housekeeping, and the utilization of technology like the Opera Management System. The analysis further examines crucial factors such as cost control and resource management, essential for successful implementation. The report concludes by underscoring the ongoing evolution of room division management, driven by technological advancements and the constant need for hotels to optimize operations, enhance guest satisfaction, and maintain competitiveness within the dynamic hospitality landscape. This report also uses the Crystalbrook Lodge in Australia as a case study to highlight the practical application of room division management principles.

Running head: MANAGEMENT OF ROOM DIVISIONS
Management of Room Divisions
Name of the Student:
Name of the University:
Author’s Note:

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As opined by Robinson et al. (2016), the hospitality industry is one of the fastest
growing industries of the world and within a very short span of time has become the
backbone of the economy of not the major nations of the world but also of the world
economy itself. Chang and Ma (2015) are of the viewpoint that the prominence that the
hospitality industry has gained within the contemporary business world can be explained on
the basis of the fact that this industry supports a plethora of other industries like tourism
industry, food and beverage industry, entertainment industry and others. According to the
Aha.org.au (2018), the net revenue generated by this industry in Australia for the year 2017
was $44 billion whereas the same industry generated more than $208 billion revenue in the
nation of the United States of America. More importantly, it is seen that the industry under
discussion here offers employment opportunities to more than 188,000 Australians every year
and thereby helps in a substantial manner to address the issue of unemployment which is one
of the major challenges that the nation is facing currently (Idrees, Vasconcelos & Ellis,
2018). In addition to this, the result of the “Australian Hotels: More than just a drink and a
flutter” conducted by Aha.org.au (2018) reveals that an average hotel in the nation of
Australia offers employment opportunity to more than 34.7 people of the nation.
The social as well as the cultural benefits offered by the concerned industry to the
Australian nation can in no way be negated. For example, the industry through the influx of
tourists from the diverse parts of the world has contributed in a substantial manner to make
the nation of Australia a multicultural one and thereby improve its culture and social
framework (Wong & Lee, 2017). Altin et al. (2018) are of the viewpoint that the various
organizations related to the hospitality industry through the use of various Corporate Social
Responsibility (CSR) policies as well as strategies have contributed in a substantial manner
towards the mitigation and resolution various issues that the various communities of the
concerned nation are facing currently. However, at the same time, it needs to be said that

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there are various kinds of issues that the hospitality industry is facing currently like the
threats posed by terrorist activities, natural disasters, economic crisis, lack of adequate
infrastructure, lack of accommodation space and others (Van der Wagen & Goonetilleke,
2015).
As stated by Wong and Lee (2017), these challenges or the issues that the
organizations related to the hospitality industry are facing currently are not only adversely
affecting the net profit earned by them but at the same time their future growth prospects as
well. The hotel organizations in order to overcome the challenges or issues which are related
to the lack of accommodation space, inadequate infrastructure and others are resorting to the
use of process of room division management. More importantly, the effective use of this
process not only helps the hotel organizations to effectively manage the limited amount of
space that they have but at the same time address the safety related, cost related and other
challenges that they are facing currently (Šerić, Gil-Saura & Ruiz-Molina, 2014). This is
perhaps one of the major reasons for the extensive popularity that the process of room
division management has attained within the framework of the contemporary hospitality
industry. In this paper, I will analyze the process of room division management and its
various related aspects.
This paper will begin by providing an overview of the notion of room division
management and the various benefits that the effective usage of this process offers to the
organizations related to the hospitality industry. The paper next discusses the supervisory
functions that the management teams of the organizations related to the hospitality industry
for the effective usage of the process of room division management. I will discuss the
importance of the usage of cost control principles and also the resources which are necessary
for the use of the process under discussion here. The paper next analyses the diverse aspects
of the process of room division management like effective communication, facilities

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management and others in the particular context of the organization Crystalbrook Lodge in
Australia. Lastly, the paper concludes by discussing the manner in which the use of recent
technologies like Opera Management System and others is likely to further improve the
process of room division management.
Pougnet and Martin-Rios (2016) are of the viewpoint that the notion of room division
management has gained a substantial amount of prominence within the cannon of the
contemporary hotel industry because of the diverse benefits it offers to the hotel
organizations. I personally believe that one of the major challenges that the contemporary
hotel organizations face during the peak holiday seasons is their inability to accommodate all
the guests that they get. This can be explained on the basis of the fact that the hotels often
arrange the rooms that they have on the basis of the average number of customers or guests
that they get all round the year. However, in the recent times it is seen that the customers like
to take vacations at some particular times of the year like Christmas, spring season and others
(Stansbie & Nash, 2016). Thus, it becomes very taxing for the hotel authorities to
accommodate all these guests within the limited number of rooms that that they within their
hotels. In addition to this, I am of the viewpoint that there are various security threats as well
that the different hotels often face because of the ineffective use of the space that they have.
For example, it is seen that the different hotels because of the shortage of space that they have
fail to use effective safety measures like chimneys, fire exits and others (Choo, Ling &
Fernando, 2018). As opined by Knox et al. (2015), the inability of these hotel organizations
to have different kinds of safety measures in place for emergency purposes affects the
personal safety as well as the wellbeing of not only the different guests who opt for the
services offered by them but at the same time of the employees as well.
Jung and Yoon (2016) have argued that another major concerned that the hotel
organizations often face is busy location or the area in which they have been constructed. I

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personally believe that the hotel organizations construct the hotels in such location so as to
take into effective consideration the convenience level of the customers. However, this often
leaves the hotels with a very limited amount of space and thus they are not being able to
accommodate all the guests or the customers who wish to opt for the hospitality services
offered by them. I believe that it is precisely here that the effectiveness of the process of room
division management becomes important since it helps these hotels organizations to resolve
these issues through the effective management of space as well as space that they have at
their disposal. Yen and Huang (2017) have discussed that the effective use of the process of
room division management also enables the hotel organizations to offer adequate as well as
quality housekeeping services to the guests or customers who are taking the help of the
services offered by them. For example, it is seen that the loyalty of the customers within the
framework of the hotel industry depends greatly on the quality of services that are being
offered by the hotels whose services they are opting for (Tang, King & Kulendran, 2015).
Thus, I believe that through an improvement in the quality of housekeeping services the hotel
organizations would be able to enhance the satisfaction level of the guests with the services
which are being offered to them and thereby their loyalty.
As stated by Mooney, Harris and Ryan (2016), the notion of room division
management also requires the hotel organizations to take the help of the process of effective
communication to convey important information not only the guests who are taking the help
of the services offered by them or would seek their services in future. In addition to this, I
also believe that the process at the same time helps the hotels to effective cascade important
information to the different employees of the hotels regarding the work that they need to
perform. More importantly, the use of this process at the same time requires the hotels to
analyze the risks or the threats that they face and also to formulate effective strategies for
their mitigation. Recent researches have shown that the hotels which take the help of this

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process have evolved a much better reservation, facility management, labor management and
other kinds of services that have helped them to improve the quality of services that they
offer to the guests (Hu & Liang, 2016). This in turn has helped them not only to attain a
higher level of growth but at the same time more profit as well. Thus, I would say that the
process of room division management has become an indispensible part of the modern hotel
industry because of the plethora of benefits that the use of this process renders to the hotels.
As opined by Tang, King and Pratt (2017), the contemporary hotels in order to
effectively utilize the process of room division management and also to reap its benefits take
the help of Manager on Duty (MOD). The MODs are required to perform various kinds of
job roles within the framework of contemporary hotel organizations like the effective use of
front office space, improvement of housekeeping facilities, communicating important
messages to the employees and also the guests, management of shift timings and others
(Sonnenschein, Barker & Hibbins, 2017). In addition to these, I am of the viewpoint that the
process of risk management, security management, reservation management, facilities
management and other similar kinds of activities are a part of the job role of the MODs. More
important, in the recent times, it is seen that the MODs are exploiting the benefits offered by
different kinds of innovative technologies like Opera and others for the improvement of the
quality of services which are being offered by the concerned hotel to the guests (Huang,
2017). Furthermore, these job roles of the MODs also improve the work culture of any hotel
and help in the effective completion of the different tasks which are delegated to the
employees of the concerned hotel. In addition to these, they are also required to provide the
right kind of training to the employees so that they would be able to perform their job roles in
a much better manner.
García-Lillo et al. (2018) are of the viewpoint that there are various factors that the
hotels as well as the MODs who are associated with them need to take into effective

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consideration for the use and implementation of the process of room division management. I
personally believe that the two major factors which affect the process of room division
management are cost control and resources. The MODs and the management teams of the
hotels are required to analyze the financial resources of their hotel and also the cost that these
changes are likely to require. As opined by García-Lillo, Úbeda-García and Marco-Lajara
(2016), the hotels organizations often resort to the use of changes which rather than
improving their financial prospects end up hampering their growth prospects. Thus, I believe
that the hotels need to take the help of the framework of cost-benefit of the changes or
measures that they are planning to use and then opt for the measures which are likely to offer
them the maximum amount of benefit. More importantly, the hotels as well as MODs also
need to take into effective consideration the amount of resources that the use of process of
room division management or the desired changes is likely to require (Ryan, 2015). I am of
the viewpoint that the hotels and the MODs need to opt for the measures which are likely to
require minimum amount of capital as well as resources and at the same time offer the
maximum amount of profit. Some of the most important cost control measures are use of low
energy consuming lights or bulbs, effective recycle as well as use of linens, towels, reduction
in labor costs and others (Wood, 2015).
Crystalbrook Lodge, located at Almaden, Queensland, is one of the most popular
hotels of the nation of Australia and it is seen that the hospitality services offered by the
concerned hotel have been much appreciated by the people (Lodge & Parker, 2018). The
hotel is located in an isolated region of Queensland and offers private specialized services to
the guests (Luxurylodgesofaustralia.com.au, 2018). More importantly, the hotel under
discussion here focuses on offering the highest quality of services to the guests and this is one
of the major reasons why the hotel entertainments only 10 guests at a time (Lodge & Parker,
2018). Furthermore, the private lodge services offered by them has gained a substantial

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amount of prominence within a very short time and it is seen that people from different parts
of the nation under discussion here actively take the help of the hospitality services offered
by them. In addition to these, the hotel tries to create a homely environment wherein the
guests can not only relax in an effective manner but at the same time enjoy their as well
(Luxurylodgesofaustralia.com.au, 2018). Moreover, the lakes adjacent to hotel harbor fresh
water crocodiles, barramundi and others and these add to the delight of the guests in a
significant manner (Lodge & Parker, 2018). The owners of the hotel, Glen and Nadine, in
order to offer the best quality services to the guests live right outside the hotel and personally
supervise all the work of the employees to ensure the fact that the best quality services are
being delivered to the guests (Luxurylodgesofaustralia.com.au, 2018). In addition to this, the
hotel staffs offer extensive care services to the guests with physical difficulties and also the
children. It is the conglomeration of all these factors which has made the hotel one of the
most favored choices of the people of the nation under discussion here.
One of the best aspects of the hotel under discussion here is the manner in which they
have decorated the front office space of their hotel. For example, it is seen that the front
office of Crystalbrook Lodge has been decorated as a wooden cottage with a fireplace where
charcoal and woods are burned all throughout the day (Luxurylodgesofaustralia.com.au,
2018). In addition to this, Glen and Nadine, supervise the flower decorations which are being
made in the front office and an assistant is being placed at the front desk to assist the guests
with their queries, problems, issues and others at all times of the day (Lodge & Parker, 2018).
In addition to this, the front office of the hotel has been placed at a location which is not only
easily accessible from all the parts of the lodge but also offers a picturesque view of the entire
location itself (Luxurylodgesofaustralia.com.au, 2018).
Glen and Nadine, the owners of the hotel under discussion themselves take personal
interest in all the affairs of the hotel and ensure the fact that effective housekeeping services

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to all the guests (Lodge & Parker, 2018). For example, the bed-sheets as well as the linens in
the rooms of the guests are being changed on a daily basis and every morning at around 8’o
clock the rooms of the guests are being cleaned (Baum, 2018). In addition to this, it is seen
that all the rooms of the hotel have landline phones through which the guests can order
various kinds of foods and other amenities as per their convenience and the hotel ensures the
fact that these needs of the guests are being fulfilled within half an hour of their placing the
request (Huang, 2017). More importantly, for the honeymoon couples there are separate suits
which are being decorated with special flowers and others kinds of decorations to enhance the
experience as well as the quality of services which are being offered to the guests
(Luxurylodgesofaustralia.com.au, 2018). Robinson et al. (2016) are of the viewpoint that the
quality of housekeeping services which are being offered to the guests or the customers is one
of the major factors which determine the satisfaction level of the guests and their loyalty.
Thus, I believe that the Crystalbrook Lodge by offering effective housekeeping services had
been able to earn the loyalty of the guests in a significant manner.
As opined by Idrees, Vasconcelos and Ellis (2018), the business prospects of an
organization depend to a great extent on the effectiveness as well as efficiency with which it
is being able to use the construct of communication for the process of its business operations.
For example, it is seen that the hotel under discussion here takes the help of the framework of
effective communication for cascading important work related information to the different
employees of the hotel (Chang & Ma, 2015). In this regard, it needs to be said that the once
the guests make any request any particular food or services the employees are immediately
informed regarding the same so as to offer timely services to the guests (Altin et al., 2018).
Furthermore, the construct of effective communication is also being used by the hotel under
discussion here for the purpose of completion of other housekeeping related job roles in an
effective as well as timely manner. More importantly, it is seen that the hotel under

9MANAGEMENT OF ROOM DIVISION
discussion also takes the help of the process of effective communication for the purpose of
cascading information to the customers or guests regarding the kind or the nature of services
that they offer. For the achievement of this purpose, the owners of the hotel, Glen and
Nadine, take the help of different kinds of social media tools (Lodge & Parker, 2018). I am of
the viewpoint that the effective use of the construct of communication is perhaps one of the
major reasons which has helped the hotel to offer quality as well as personalized services to
the guests.
I personally believe that the quality as well as the efficiency of the hospitality services
offered by a particular hotel depends to a great extent not only timely availability of the
services offered by them but also on the fact whether they are 24*7 services to the guests or
not. In this regard, it needs to be said that the employees of Crystalbrook Lodge offer 24*7
services to the guests and for the attainment of this end the staff had to work in alternate
shifts (Luxurylodgesofaustralia.com.au, 2018). For example, if a particular individual works
in the day shift for this week then in the next week the same individual would have to work in
the night shift (Chang & Ma, 2015). It is pertinent to note that all the employees who are
associated with the hotel under discussion need to work in this manner so as to offer round
the clock services to the customers or guests. In addition to this, the owners of the hotel also
supervise the work both during the day and also during night as well since each of them
supervises the work of the employees in alternate shifts. Furthermore, often it is seen when
due to some reasons there is a shortage of employees the owners of the hotel themselves offer
services to the guests so as to offer the best quality services to the guests who are opting for
their services.
I am of the viewpoint that the construct of reservation is an important one since it not
only gives prior information to the hotel authorities regarding the number of guests that they
would be getting but the same time helps them to make the necessary preparations for the

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same. In the particular context of the Crystalbrook Lodge it needs to be said that the
concerned hotel also takes the help of the construct of reservation and the guests are required
to send their applications or requests three prior to the actual time of their arrival (Lodge &
Parker, 2018). More importantly, the hotel under discussion here on the basis of the other
guests that it is expected to receive decides whether to accept or reject the application of the
guests who have requested to take the help of the services offered by them. Furthermore,
necessary preparations for their accommodation and others are being made on the basis on
this fact itself. The process of reservation is an important one in the context of Crystalbrook
Lodge since the concerned hotel entertains only ten guests at a time. Stansbie and Nash
(2016) are of the viewpoint that the process of reservation is an important aspect of the
process of room division management which enables the MODs as well as the management
teams of the hotels to offer the best quality hospitality services to the guests or the customers.
As opined by Wong and Lee (2017), safety or security has emerged as one of the
major concerns of the guests who opt for the hospitality services offered by the different
hotels because of the faulty safety management systems used some of the contemporary hotel
organizations. I personally believe that the safety as well as security not only cause a lot of
inconveniences to the customers or the guests but at the same time affect the quality of
experience that they are likely to have at a particular hotel. Crystalbrook Lodge in order to
address this particular concern of the guests who opt for the hospitality services offered by
them has evolved a safety management system of their own. For example, it is seen that each
of the rooms of the hotel under discussion here are being equipped with fire extinguishers so
that in case of fire breakouts the emergency can be controlled or mitigated in an effective
manner (Luxurylodgesofaustralia.com.au, 2018). In addition to this, it is seen the hotel offers
training programs to the employees so that they would be reach as well as control the damage
caused by various kinds of unexpected emergency situations (Choo, Ling & Fernando, 2018).

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Furthermore, the hotel has an effective first aid services which offers first aid relief services
to the guests in case of small accidents and in case of fatal accidents the hotel takes the help
of the healthcare professionals in the adjoining regions. I personally believe that the
conglomeration of all these safety or security measures adopted by the hotel under discussion
here has helped it to earn the trust of the customers or the guests.
As opined by Knox et al. (2015), the quality or the effectiveness of services offered
by an organization depends greatly on the kind of employees that the concerned organization
has and also the nature of training that has been offered to them. In this regard, it needs to be
said that Crystalbrook Lodge has two sets of employees within the framework of their hotel,
skilled and unskilled employees. The skilled employees of the hotel are the ones who have
been recruited on the basis of their past experience in the hospitality sector and the hotel
offers remuneration which is way higher than the ones offered by many of the other hotels in
the nation of Australia (Jung & Yoon, 2016). They are required to interact with the guests,
give the guests tours of the neighboring regions, attend to their personal needs and others. On
the other hand, there are the unskilled employees who are required to do the manual labor and
other kinds of backend jobs of the hotel and the remuneration which is being offered to them
is much lower than the ones which are being offered to the skilled employees (Tang, King &
Kulendran, 2015). More importantly, it is seen that the management of the hotel has formed
small teams related to housekeeping, customer relationship management, cooking and others
in which there are skilled employees to oversee the entire work and unskilled employees to
complete the actual job. I personally believe that this not only ensures that the work of the
hotel is completed on a timely basis but at the same time the quality of work performed is
high.
Mooney, Harris and Ryan (2016) are of the viewpoint that the effective management
of the facilities which are being offered to the different guests within a particular hotel is an

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important aspect of the process of room division management. I personally believe that this
process not only ensures that the personal needs of the guests are being met but at the same
time the kind of facilities are being offered to the guests. For example, it is seen that
Crystalbrook Lodge offers various kinds of facilities to the guests like fresh linens, towels,
complimentary coffee, transportation services and others (Lodge & Parker, 2018). More
importantly, it is seen that the effective management of these facilities and also to ensure the
fact that the guests have access to these facilities the hotel has an expert facility manager who
takes care of these aspects of the services offered by the hotel under discussion here (Tang,
King & Kulendran, 2015). Furthermore, it is seen that the facility manager works in
coordination with the housekeeping department, the food department, front office personnel
and others to ensure the fact that the guests are being able to take advantage of these facilities
that the hotel has promised them. I of the viewpoint that the facilities that the hotels offer to
the customers or the guests forms an integral part of the entire hospitality services which are
being offered by them. As a matter of fact it is seen that many contemporary customers opt
for the hospitality services on the basis of the kind of facilities that they offer to the guests
and thus it becomes important for the hotels to offer attractive facilities to the guests and also
to manage them in the best possible manner (García-Lillo et al., 2018).
As opined by Huang (2017), risks inadvertently forms an indispensible part of the
business operations of an organization and the business prospects of an organization depends
significantly on the effectiveness with which it is being able to mitigate the adverse effects of
these risks. Crystalbrook Lodge is also currently facing various kinds of internal as well as
external risks which are not only affecting its financial prospects but at the same time its
growth as well (Wood, 2015). The major internal risks that the concerned hotel faces
currently are related to the performance management issues (Baum, 2018). For example, in
the recent times it is seen that there has been a decline in the quality as well as the nature of

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services offered by the concerned hotel to the guests. On the other hand, the major external
risks that the hotel under discussion here currently faces can be related to the threat that it
faces because of intense competition within the hospitality industry of Australia. It is
pertinent to note that there are other hotel organizations in the nation of Australia like Avenue
Hotel Canberra, Saffire Freycinet and others which are offering almost similar kind of
services to the customers and that a price lower than the ones offered by Crystalbrook Lodge
(Luxurylodgesofaustralia.com.au, 2018). The hotel for the mitigation of these adverse effects
of these risks is trying to offer various kinds of entertainment, transportation, combo and
other kinds of facilities to the customers so as to get more customers and thereby earn a
higher amount of profit. I personally believe that the effective mitigation of these risks that
the hotel under discussion here is currently facing is important since they are directly
affecting its business prospects.
As opined by Knox et al. (2015), the emergence as well as the extensive usage of
different kinds of technologies has drastically changed the manner in which diverse
organizations are conducting their business in the present times. I personally believe that the
extensive usage of these different kinds of innovative technologies has made the business
process used by the diverse organizations much simpler and customer friendly as well. Wong
and Lee (2017) are of the viewpoint that these emerging technologies have profoundly
affected the hospitality sector and the customers and also the hotels are actively resorting to
the use of these technologies within the framework of the business model used by them. In
this regard, it needs to be said that Crystalbrook Lodge is currently taking the help of the
Opera management system for providing effective services to the customers. For example, it
is seen that the customers through the use of this facility offered by the hotel under discussion
here can not only book rooms for themselves in the hotel but at the same time can make
payments as well (Choo, Ling & Fernando, 2018). In addition to this, this software also helps

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the guests to check-in and check-out as per their convenience and order food or other kinds of
services while they staying in the hotel through the use of this technology (Jung & Yoon,
2016). Altin et al. (2018) are of the viewpoint that the effective use of this technology has
reduced the human errors in a significant manner and also the hotel authorities are being able
to store the data of the guests in a much effective manner. Thus, I would say that the use of
this technology has helped the hotel under discussion here to improve the quality of services
which are being offered to the guests.
To conclude, the process of room division management has gained a substantial
amount of prominence within the cannon of the contemporary hospitality industry because of
the plethora of benefits that it offers to the hotel organizations. More importantly, it is seen
that the hospitality industry of the contemporary times has become much more complex than
that of the earlier times and this is perhaps one of the major reasons for the extensive usage of
this process by the different hotel organizations. For example, it is seen that the effective
usage of this process not only helps the different hotel organizations to address the safety or
security concerns of the guests or the customers but at the same time to offer better services
to them as well. Furthermore, the use of this process helps the hotels to improve the facility
management process, staffing, reservation and others aspects of their business in a significant
manner. In addition to these, the usage of recent technological frameworks like Opera
management system has helped hotels like Crystalbrook Lodge to not elevate the experience
of the guests but at the same time simplified the business process used by them as well.

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