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:

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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

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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.

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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:

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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

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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

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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

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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

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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

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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

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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

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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

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the guests checking in and out of the hotel at night. He operates from the shift timings of 11PM
to 7 AM. Within this span, he has other tasks, which includes making reservations for rooms,
ensuring security of the guests staying in the hotels at night. I am relieved at the fact that the
emergency systems help the night auditors to handle the emergency situations.
Delving deep into the profession of night auditing, it is basically a process used for
regulating the financial activities. For this, access to the guests’ bank accounts is very important.
I can point out the other tasks, which the night auditor performs- briefing the guests about the tax
charges regarding the rooms, which they have allotted; making statistical calculations for the
cash flows; monitoring the activities of the guests during their stay in the hotels. I am surprised at
the dynamics of the business operations. As a matter of specification, the control processes are
applied for regulating all the business parameters. After preparing this report, drafts are sent to
the higher authorities for their awareness regarding the operations of the hotels, inns and resorts
even at night. After the approval of the higher authorities, receipts are sent to all the departments
for keeping records of the financial resources used in the business activities. Regularity in this
process maintains the stability in the relationship between the functional units and departments.
It gives me immense pleasure to point out that when the management receives the
reports, the authorities use it to verify the authenticity of the provided details regarding the
guests’ bank accounts. The main purpose of this review is to ensure that the sources of earnings
in case of the guests are valid. After these verifications, the managerial authorities make plans
regarding the betterment of the marketing activities for the achievement of large scale customer
satisfaction.

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I think the figures about the room occupancies, yield percentage, average daily rates and
revenue estimated per room are crucial for the night auditors in terms of overcoming the crisis
period of sluggish sales revenue. The financial reviews help the General Managers to suggest
effective strategies for maintaining the balance in the accounting operations. Evaluation of the
proposed strategies makes the personnel aware of their effectiveness in terms of the identified
and the specified goals and objectives. All the departments are involved in the evaluative
meetings.
Here I need to provide an insight into the process followed by the night auditors for
executing their business in an efficient and effective manner:
Ensuring the proper check-in of the guests
Assembling the financial reports of all the departments
Room allotment and applying tax
Variable physicality of the property management systems
Trial balance
Preparation of the night report
Preparation of the reports for all the departments with
details of business

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Figure 3: The night audit process
I feel that preparation of the night audit reports is the most important task of the night
auditors. However, due attention is needed for the preparation of this report, in terms of
maintaining the accuracy and authenticity. Within this report, one of the essential components is
the budget, which enhances the clarity of all the departments regarding the cash invested for
providing quality services to the guests. The final publication of this report helps the managers of
the inns, resorts and hotels to assess the income generated in terms of the identified and specified
goals.
I would also draw the attention towards the components of the night audit report,
especially departmental totals and guests’ bank accounts. In case of the departmental totals,
the managers of the departments hand over the sales report to the front office manager, who is in
duty at night. As a sequential step, the figures of the sales report are used to ensure the proper
settlements of the payment. In case of the guests’ bank accounts, I think plans regarding the
avenues of revenue collection are important in terms of settling the financial issues properly.
Here, awareness regarding the deadline is crucial in terms of achieving successful completion.
Along with this, keeping a track of the ways and means adopted for doing the allocated tasks,
helps in the preparation of the final reports regarding their performance towards the execution of
the business activities.
I affirm the different perspectives of this report. The aspect of credit limit in the report is
apt in terms of investing appropriate amounts for the providing luxurious services to the guests.
Evaluation and review of the cash paid by the guests helps the managers in the preparation of the
report. After the report is prepared it is submitted to the front office manager, who is in duty in

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the morning. Signature of this front office manager is very important in terms of affirming the
night audit. Apart from this, I think that coordination is essential in terms of maintaining the
balance between the business activities. Viewing it from the perspective of the manager, I can
say that it is an indeed tough. This is because a conscious and rational approach is needed for
tackling all of the operations in an efficient and effective manner. The dynamics of the
managerial operations is mainly focused on the establishment of the financial reports taking into
consideration the occupancy percentage, yield percentage, average of the daily room rates,
RevPAR and the total number of guests staying in the hotel. Collaboration between the General
Managers, controllers, front office managers and the directors of the marketing and sales for
review of the report forms an integral step for review of the statistical and financial reports. I
think maintenance of regularity in this direction brings to the forefront the major drawbacks,
which needs modification for upgrading the standards and quality of the business services.
Conclusion
Night operations hold equal importance in terms of maintaining the balance between the
business activities, as in the day. As day and night are two phases of time, similarity day shifts
and night shifts are two coins of the business wheel.
Safety and security
Topic statement: Providing an insight into the importance of safety and security in hospitality
industry
Idea development

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The main difference between safety and security lies in the purpose of safeguarding
people from the incidents. These incidents differ in their nature- purpose and accident. The
main focus of safety and security is to ensure the wellbeing of the guests, who come to stay in
the hotels. Viewing it from the perspective of the hotel personnel, inclusion of the safety policies
within the accommodations helps the personnel to achieve loyalty, trust and dependence from the
customers. However, the aspect of safety and security is felt upon the occurrence of a disaster
with serious intensity. In terms of accommodating the guests, the aspect of security and safety
attains a back seat. I think this connotation contradicts the usual conventions of safety and
security. This is in terms of a lackadaisical attitude towards making the right amount of
investments for fulfilling the needs, demands and requirements of the guests. However, I think
the approach of the hotel staffs should be exactly the opposite. Here, the financial aspects should
not be the primary aspect, as it reflects the compromise with the safety issues of the guests.
Countering this, I would say, the hotels, inns and resort managers need to review the financial
conditions well in advance. Awareness in this direction averts the staffs from the encountering
emergency situations like fires, accidents among others.
I feel it to be pathetic that most of the hotels lack the oriental approach towards
maintaining the balance between safety and security for catering to the convenience of the
guests. Incapability in this direction attaches an interrogative parameter to the steps taken by the
hotel staffs towards enhancing the security of the guests. Herein, the transparency in the business
activities attains a negative connotation, which acts as an agent for customer turnover.
One of the other negative aspects, which I can point out, is the communication gaps
between the hotels regarding the security procedures. The major drive behind this is the fear
regarding the leakage of the proposed procedures. I think this consciousness is good for the staffs

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in terms of coming out with something innovative in terms of leading the other brands in the
competitive ambience of the market. Viewing it from other perspective, I think these
communication gaps generate conflicts and misunderstandings, which is a distortion of the
structure of 3c model.
I feel training would alter the perspective of the hotel staffs in terms of ensuring the
safety and security of the guests. Here, the staffs need to be made aware that the guests are centre
of the business and also the main source of earning large incomes. Therefore, the needs, demands
and requirements of the guests should be the main objective of the personnel in terms of
expanding the scope and arena of the business. Within this, evaluation is an integral step, which
helps the personnel to think of the methods, which would have helped them to avert the risks.
Herein lays the appropriateness of the aspects like risk management techniques and templates,
which enhances the clarity of the personnel regarding the adoption of the mitigation procedures.
The front office manager is entrusted with the responsibility to attend the complaints of
the guests regarding fires, illness, thefts and other emergencies. I think spontaneity in this
regards is very important in terms of providing the basic and primary aid to the guests for their
cure. Along with spontaneity, mature behavior is also expected from the front office managers in
terms of providing the guests with the primary treatments. Providing the guests with the first aid
rather than doing the business activities is the most important example of the matured behavior
needed from the hotel staffs. One of the other examples of maturity is contacting the Security
department in case of lacking the basic knowledge of handling the emergencies. Instead, if the
staffs experiment with the safety measures, the risks of the guests might increase. This would be
a shameful act in terms of the reputation of the hotels, as it is the question of life risk of the
guests.

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Conclusion
Out of all the functions, which the hotel personnel perform, ensuring the safety and
security of the guests is the primary one. An oriental approach is needed in this regards, which
possesses flexibility for yielding positive results in the field of customer satisfaction. Matured
behavior from the personnel helps the guests to cherish their memories regarding the stay in the
hotels. One of the other examples of this maturity is to provide safe and secured accommodation
to the guests.
Labor Cost and staffing
Topic statement: What importance does labor cost have on the enhancement of human
resource management?
Idea development
Labor charges are one of the other aspects in the management of room division. In this
section, I would highlight the implications of labor cost and control on the hotel business;
awards regarding the exposure of quality hospitality- Hospitality Industry General Award and
Enterprise Bargaining Agreement (EBA).
Before shedding light on these aspects, providing an insight into the related terms is very
important for enhancing the clarity of the readers in these aspects. First, I would draw the
attention of the readers towards budget, which makes the personnel aware of the investments
made towards the upgradation of the business aspects of the departments. Maintenance of
accuracy in the publication of the budgets is very important in terms of averting the instances of
errors. Application of conscious attitude in the preparation of the budgets enables the hotel staffs

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to achieve financial stability, which increases the sales revenue and adds maximum value to the
profit margin. On the contrary, lackadaisical attitude towards the preparation of the budgets
compels the personnel to switch over brands.
The instances of turnover arise when the hotel fails to generate standardized revenue. In
this context, I can say that this is a financial crisis phase for the hotel, which adds vulnerability to
the market position of the hotel.
Along with this, I think the terms gross operating profit, net profit and performance
indicator hold equal importance for the personnel in terms of calculating the labor maintenance
costs. With the gross operating profit, I can relate the aspect of annual report publication, as it
reflects the residual profit after the deduction of sales costs, payroll and operating expenses.
Application of the tax charges into this residual profit helps the finance administrative authorities
to calculate the net profit earned. Once the net profit is calculated, it is represented in the form of
ratios, which is assistance in terms of connoting the performance of the hotel staffs as good or
bad. These ratios are crucial for appraising the performance of the staffs.
Apart from this, there are two other classifications within the labor costs- capital budget
and operating expenses budget. In the capital budget, the fixed assets are considered for
publishing reports regarding the estimations for capital investments. On the other hand, the
operating areas-cleaning, decorations, uniforms, stationery and miscellaneous are considered for
calculating the operational budget.
I think Enterprise Bargaining Agreement is an agent for maintaining the balance between
these financial calculations. In this agreement, consciousness is expected from both the parties

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regarding the expiry dates and the dispute settlement procedures, which averts the instances of
illegal activities.

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Conclusion
Adherence to the legislations helps the hotel staffs to maintain the balance between the
marketing activities. Special attention to the financial assets- capital and operations results in the
establishment of authentic and accurate reports regarding the labor costs and maintenance.
Facilities Management
Topic statement: Proving facilities management as an important part of the hotel business
Idea development
Facilities help people to satisfy their needs in an efficient and effective manner. This is
applicable even when they are away from their homes, relaxing in the luxurious ambience of the
hotels. For regulating the effective and judicious use of these facilities, application of high
quality management is needed. Here, I can relate the role of the managers in terms of tracking
the performance of both the guests and the personnel regarding the use of the provided facilities.
One of the important aspects in the facilities management is consciousness towards the
using the facilities offered. For example, the guests need to take care of the cups in which they
have tea, does not break. Careless attitude towards the utilization of the cups would compel them
to pay fines. With this example, I can relate the compliance, which is needed towards the
principles identified for maintaining the decorum of the hotel premises. For example, if the
guests refuse to pay fines after the cups breaks, the facilities manager must report to the higher
authorities. Delay in this regards would compel the hotel managers to encounter courtly
interventions, avoiding which is next to impossible.

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Conclusion
Taking good care of the property is very important in terms of maintaining the integrity,
order and harmony of the workplace. This is also applicable for the hotel businesses. Upon the
entrance of the guests into the hotel, the managers and the staffs need to monitor their behavior
in terms of utilizing the facilities provided. Feedback and survey forms would be an effective
option for the managers towards attaching proper care of the hotel properties. Along with this,
insurance for the properties would help the personnel to avert indulgence into illegal activities.

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