Management of Rooms Division: A Reflective Report on Operations

This reflective report delves into the multifaceted aspects of rooms division management within the hospitality sector. It begins by examining the critical role of the front office in achieving customer satisfaction, emphasizing the importance of receptionist behavior, the ambiance of the front office, and its function as the central hub for hotel operations. The report then explores executive housekeeping, highlighting its significance in creating a 'home-like' environment for guests and maintaining room cleanliness, which is essential for guest satisfaction. Furthermore, the report analyzes effective inter-departmental communication as a vital tool for maintaining stability between the company and stakeholders. The report also covers night audit preparation and review, safety and security measures, labor cost and staffing considerations, and facilities management within the context of a hotel or resort. The report concludes with references and a bibliography, offering a comprehensive analysis of the rooms division.

Running head: MANAGEMENT OF ROOMS DIVISION
Management of rooms division- A reflective report
Name of the student:
Name of the university:
Author note:

1
MANAGEMENT OF ROOMS DIVISION
Table of Contents
Introduction to front office..............................................................................................................2
Executive housekeeping..................................................................................................................5
Effective inter-departmental Communication.................................................................................8
Preparation and review of night audit............................................................................................11
Safety and security.........................................................................................................................15
Labor Cost and staffing.................................................................................................................18
Facilities Management...................................................................................................................20
References and bibliography.........................................................................................................22

2
MANAGEMENT OF ROOMS DIVISION
Introduction to front office
Topic sentence: Learning about the significance of front office in terms of achieving customer
satisfaction
Idea development
As per the architectural set up, front offices acquire the first position upon entering the
threshold of the inns, resorts and hotels. As a matter of specification, front office is the first
place, where the tourists or guest approach for confirming their bookings. Here, I think the
behavior of the receptionist is crucial in terms of luring the guests towards the brand. Courteous
approach from the receptionist is what the tourists expect. I would draw the attention of the
readers towards the ambience of the front office. Colorful tapestry, flowers, neatness of the
tables is the symbols, which makes the impression of the guests about the hotels, inns and
resorts, a positive one.
Delving deep into the concept of front office, I can relate it to a place, where the entire
business of the hotels, resorts and inns are monitored and managed. A register is maintained,
where the guests are required to sign. This completes their booking, after which they are
provided with the keys of the room, where their lodging has been arranged. I am elated with the
fact that the telephone connection of the front office is connected with the intercoms of each and
every room. Utilization of this facility helps the tourists to inform the hotel staffs about their
needs, demands, and requirements along with the problems, which they are facing during their
stay in the hotels.

3
MANAGEMENT OF ROOMS DIVISION
In terms of the business purpose, I can term the front office as the centre of the hotel, inns
and resorts. The business initiates from the front office, once the guests enter. I think appearance
of the receptionist is one of the other factors, which justifies the stay of the guests. Emerging
successful in luring the customers in the first instance, makes the connotation of “face” apt in
terms of the front office acting as a protective cover watch for securing the reputation of the
hotel.
I feel that the means of survey and feedback adopted by the front office managers is a
wise step in terms of collecting data on the interest areas of the guests. Data collection in this
regards help the personnel to provide services to the guests as per their requirements. Countering
this, sending the draft of the collected data to the higher authorities maintains the stability in the
relationship between the front office manager and the other personnel.
Knowledge of the front office manager towards the dynamics of the hotels, inns and
resort operations is very crucial in terms of providing them with a quality customer service. For
this, I think recruitment of the front office manager is an important step in terms of achieving the
identified and the specified requirements. In case, the guests complain of any issues and the
problems, the front office manager needs to expose spontaneous attitude in terms of passing this
information to the other departments. I feel this spontaneity is essential in terms of achieving
effective solutions towards the problems encountered by the guests.
One of the other issues, which I can point here, is the communication, which makes all
the departments or rooms into one closely knit family. Herein lays the appropriateness of the
interrelationship between the front office and the other departments of the hotel, inns and resorts.
This relationship can be explained in the form of the following diagram:

4
MANAGEMENT OF ROOMS DIVISION
Figure 1: Front Office as the clearinghouse of the communication activities
The departmental units of the hotels, inns and resorts consider the Front Office as the
lifeline for providing quality customer service. Viewing it from the other perspective, I think
levying correct information to the clients at the right time helps the personnel to expose
collaborative output. This collaboration results in the escalation of the sales revenue, adding
maximum value to the profit margin. Presence of CCTV cameras in the Front Office helps the
receptionist to monitor the performance of the staffs towards the fulfillment of the needs,
demands and requirements of the customers. Here, I can relate the aspect of management in the
correlation. Countering this, I can say that the parameter of human resource management is main
Front
Office
Banquets
Maintenance
controller
Security
HRM
Housekeeping
Food and
beverage
Marketing and
management

5
MANAGEMENT OF ROOMS DIVISION
aspect, which helps the staffs of hotels, resorts and inns to build efficient and effective teams for
carrying out the business activities in an efficient and effective manner.
Conclusion
This portion emerges successful in providing an insight into the contribution of front
office in monitoring the business activities. The pictorial representation acts as a summarization
for the aspects, which I have highlighted in terms of dynamic operations of the front offices in
hotels, inns and resorts.
Executive housekeeping
Topic statement: Proving the house keeping department as the heart of the hotel
Idea development
Hotels, inns and resorts are something, which is far away from the house. Countering
this, I can say that the ambience created in the hotels is solely for giving the home like feeling to
the guests. Herein, the consideration of the rooms is the core product is justified. In most of the
hotels, inns and resorts, I have seen that the staffs keep special offers, schemes and discounts for
the guests. However, in terms of the “homely effect”, the staffs need to abide by their promises.
This is in terms of safeguarding the personal sentiments of customers.
Cleanliness of the rooms is one of the essential factors for luring the guests. This aligns
with the expectations of the customers regarding the type of the rooms, which they want. One of
an interesting factor, which I can point here is that the indirect service provided by the
housekeeping department to the guests. Their role is a vital factor for making the memories of
the guests memorable. The agents for cherishing the memories are exposing spontaneity towards
the needs, demands and requirements of the customers. Here, I can cite the example of changing

6
MANAGEMENT OF ROOMS DIVISION
the towels, bed sheets, cleaning the washrooms among others. The major drive behind this
process is the maintenance of the roles and responsibilities offered. Herein lays the
appropriateness of the organizational chart.
Figure 2: Organization chart for housekeeping department
According to the figure, it is evident that the executive housekeeper is attains the top
most position in the organizational hierarchy. He receives the information regarding the entrance
of the guests into the hotel. This information is crucial in terms of initiating the process of
providing quality services. At the first instance, the executive housekeeper briefs the attendant
supervisor about the received orders. Under the assistant supervisor, there are floor supervisor
and the laundry supervisors, who are briefed about the time to time checking of the needs,
demands and requirements of the guests. Within this, the staffs are divided into the morning and

7
MANAGEMENT OF ROOMS DIVISION
the evening shifts. Along with this, there is a public area attendant, who monitors the activities of
the hotel premises as a whole.
I feel surprised at the functions performed by the executive housekeeper. As a matter of
specification, he is entrusted with the responsibility to ensure that the cooperation and
coordination between the functional units of the hotels, inns and resorts are maintained. A
systematic approach towards this direction is bound to yield positive results in terms of customer
satisfaction. Within this, the essential elements are communication, adherence to the standards
and quality of the services, frequent evaluation of the financial condition, hiring skilled and
efficient teams among others. Along with this, the executive housekeeper is responsible for
ensuring the safety and security of the guests during their stay. Using data sheets for the
evaluation of the offered services helps the executive housekeeper to assess his performance in
terms of the needs, demands and requirements of the guests. This evaluation is a further
assistance in terms of preparing the report to be sent to the higher authorities for the performance
appraisal.
The room allotment has different connotations for the personnel of different levels. For
the general manager, management of the allotted room means looking after the effective and
judicious use of the human resources for enhancing the hospitality towards the guests.
Consciousness in this direction adds value to the income generation and its sources. For the
executive housekeeper, the management of the allotted rooms is related with regulating the
performance of the staffs in terms of providing quality customer service. The room attendant is
responsible for efficient execution of the allocated duties in terms of creating a positive image in
the minds of the guests. Along with this, creating time table for the duties and shift timings of the

8
MANAGEMENT OF ROOMS DIVISION
employees is accounted as one of the important steps for managing the services to be provided to
the guests.
Conclusion
I am awestruck at the diversified functions, which the executive housekeepers need to
perform. Within this, the mentionable fact is the training, which needs to be provided to the
employees regarding the needed hospitality towards the needs, demands and requirements of the
customers. However, at the first instance, feedbacks need to be taken from the guests in terms of
their reactions regarding the facilities, which are provided to the guests. These feedbacks are
vital for the executive housekeeper in terms of training the staffs regarding the basic
management services. I think these training would enhance the preconceived skills, expertise
and knowledge of the employees in terms of serving the guests in high standards. Within this,
provision of motivation is an important factor, which generates an urge within the employees to
expose better performance in terms of achieving customer satisfaction.
Effective inter-departmental Communication
Topic statement: To present communication as the most important tool of stability in the
relationship between the company and the stakeholders
Idea development
Communication is one of important aspects, which maintains the stability in the
relationship between the company and their stakeholders. The adjective “effective” relates with
the timely intimation of the personnel to the stakeholders regarding the latest services.
Maintenance of spontaneity in this direction is an agent in terms of averting the instances of

9
MANAGEMENT OF ROOMS DIVISION
conflicts and misunderstandings between the personnel and the guests. Countering this, I think
trust and reliance along with cooperation is also important in terms of maintaining the stability in
the relationship. Here, I can provide the example of the reliance, which the front office managers
have on the executive housekeepers for ensuring the security and safety of the guests. Viewing it
from the other perspective, the trusting the executive housekeepers for safeguarding the guests
from the risks and hazards, reflects the partnership between the front office manager and the
executive housekeeper. I think abiding by the terms and conditions of the partnership possesses
flexibility to yield positive results in terms of introducing lucrative offers for the customers.
One of the other issues, which I would point out here, is the registration. The front office
manager needs to show the signed documents of the guests to the executive housekeeper. I think
time management in this case is very important in terms of averting the emergencies while
serving the customers. Proper transmission of the correct information to the executive
housekeeper keeps both the personnel informed about the needs, demands and requirements of
the guests.
Contacting the staffs for periodic supervision of the floors of the hotels, inns and resorts,
to gain information about the requirements of the guests, reflect the interdepartmental
collaboration towards satisfying the needs of the guests. Here, spontaneity is an essential
characteristic for the staffs in terms of obeying the instructions levied by the manager. This
spontaneity makes the services of the staffs the keystone towards the attainment of large scale
customer satisfaction.
I also think that supervision of the guests’ activities is also important in terms of
maintaining the decorum of the hotel premises. Within this, checking of the registration and the

10
MANAGEMENT OF ROOMS DIVISION
essential documents is necessary for the Front Office manager in terms of mitigating the
intervention of the unwanted persons. Upon witnessing the unruly activities of the guests, the
floor attendant needs to inform the assistant housekeeper, who needs to bring the issue in the
notice of the executive housekeeper. Maintenance of this sequence is important in terms of
preserving the stable relationships between the hotel personnel.
In case the guests need additional services, they need to inform the Front Office Manager.
After taking a note of these needs, the F.O manager needs to inform the executive housekeeper
about the need for additional service. Coordination and spontaneity, between the F.O and H.K,
results in the achievement of efficiency within the business activities. Projection of the weekly
report is one of the other grounds, which reflects the reliance of Front Office manager on the
housekeeping department. This weekly report includes the arrivals, departures, stays and the
duties allocated to the employees along with the dates. This report helps the managers to evaluate
the performance of the staffs and make estimates regarding the additional services needed for
upgrading the standards and quality of the services. I think planning personal leaves for the
employees is justified in terms of the hard efforts, which they put forward towards taking their
brands to the peak of success.
I feel constructing effective plans for carrying out the marketing activities is one of the
most important aspects, which possesses the flexibility towards increasing the sales revenue and
adding maximum value to the profit margin. Here I can relate the examples of open forums and
discussions, which provides the employees with the platform for voicing out their opinions
regarding the issues, which they are encountering within the process of executing the allocated
duties in an efficient and effective manner. Here, I think the guests also need to be involved in
these discussions. This is in terms of gaining their reactions regarding the offered services. The

11
MANAGEMENT OF ROOMS DIVISION
interactive nature of these discussions improves the communication between the customers,
staffs and the hotel managers. Herein, I can bring the 3c model. Providing the customers with the
access to these open forums and discussions improves the stability in the relationship between
the hotel, resorts and inn staffs and their guests. This stability is the strength for the hotel, resorts
and inns in terms of enjoying a competitive edge over the contemporary brands. However,
consciousness in this regards is an important aspect in terms of indulging in fair competition with
the contemporary brands. I think adherence to the competitive policies is very crucial in terms of
averting the indulgence in scandals and illegal activities.
Conclusion
Collaborative output results in systematization of the available tasks, which brings
positivity in the workplace environment. This collaboration is effective when the employees are
provided training and are encouraged to perform better. The role of the managers is of utmost
importance in terms of encouraging the employees for revealing performance as per the
identified and the specified goals and objectives.
Preparation and review of night audit
Topic statement: critical review of the processes and means of night audits in hotels, resorts
and inns
Idea development
Night auditor is a part of the business operations in hotels, inns and resorts, whose
primary responsibility is to maintain the balance between the financial transactions made with
the associate partners. Along with this, he also looks after the front office operations, especially