Room Division Management and Operational Issues: Marriott Hotel Report

This report provides a detailed analysis of the room division operations within Marriott International Hotel, focusing on front office and accommodation services. It explores the roles and responsibilities of various staff members, including front office staff and executive housekeepers, and discusses legal and statutory requirements such as the Health and Safety Act. The report assesses the importance of the front of house area to effective management, covering planning, organizing, staffing, and controlling aspects. Furthermore, it delves into key operational issues affecting management and business performance, emphasizing the significance of property interiors and design. The report also addresses revenue and yield management, sales techniques, and the use of forecasting and statistical data, ultimately aiming to measure the success of accommodation sales. The analysis includes references to various hospitality management resources and case studies, providing a comprehensive overview of room division management within the hotel industry.

Room Division

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Discuss accommodation and front office services for Marriott Hotel..................................1
1.2 Analyse the roles and responsibilities of a range of accommodation and reception services
staff..............................................................................................................................................2
1.3 Discuss legal and statutory requirements that apply to rooms division operations..............2
1.4 Evaluate services provided by the rooms division in a range of hospitality businesses.......3
TASK 2............................................................................................................................................3
2.1 Assess the importance of the front of house area to effective management.........................3
2.2 Discuss the key aspects of planning and management of the front of house area for a given
hospitality operation....................................................................................................................3
2.3 Critically discuss the key operational issues affecting the effective management and
business performance of the front office area for a given operation...........................................4
TASK 3............................................................................................................................................5
3.1 Assess the importance of property interiors and design to effective management...............5
3.2 Discuss the critical aspects of planning and management of the accommodation service
function.......................................................................................................................................5
3.3 Analyse the key operational issues affecting the effective management and business
performance of the Accommodation services function .............................................................5
TASK 4............................................................................................................................................6
4.1 Perform revenue/yield management activities to maximise occupancy and rooms revenue.
.....................................................................................................................................................6
4.2 Discuss sales techniques that rooms division staff can use to promote and maximise
revenue........................................................................................................................................6
4.3 Discuss the purpose and use of forecasting and statistical data within the rooms division.. 6
4.4 Calculate rooms division performance indicators to measure the success of
accommodation sales..................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
Room Division manager is responsible for Front office and Executive Housekeeping.
The position hold by the Room Division Manager in the organisation is senior most manager.
Room division manager is responsible for overseeing the front office and housekeeping
operations of hotel and resort. Room Division Manager is straight off reporting to the General
Manager and Deputy Manager. In this assessment, Marriott International Hotel is taken to be
analysed as it is the highest global leading lodging company in with more than 6500 properties
across 127 countries and territories. The headquarters are in Washington, DC in Bethesda,
Maryland. The Marriott Hotel is the fourth largest company to the work in UK. In this
assessment we are going to discuss the accommodation and front office services for Marriott
Hotel and also discuss the rules and responsibilities of a range of accommodation. Importance of
front of house area to effective management is also analysis in this report. The assessment is
concluding the planning on interior design, basic types of designing and its elements. Healthy
and safety act, Data Protection Act is also conclude in this report
TASK 1
1.1 Discuss accommodation and front office services for Marriott Hotel
The accommodation facility and front office of Marriott hotel is the main factor which adds great
impact on the customer's eyes and the satisfaction from customer of this hotel is adorable. Front
office determines to the front desk or reception area of the hotel. When visitors arrive and first
encounter a staff at business place is the reception area of hotel. The reception of Marriott Hotel
is very attractive which greatly influenced on the mind of visitor's. Front office staff has to deal
very politely and answer in proper way whatever the question is asked by the visitor and put
them contact with relevant person. The most important role of front office staff in Marriott Hotel
is to be get in touch with customers and help out internally (Sirirak and et.al, 2011). The staff of
hotel welcomes the their guest with refined elegance. The accommodation facilitates of Marriott
hotel are appreciable as the rooms are designed in traditional ways according to the city where
hotel is located and in terms of comforts, rooms are planned in more effective manner.
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1.2 Analyse the roles and responsibilities of a range of accommodation and reception services
staff.
The whole scenario of the hotel would only be seen by its front office of Marriott Hotel.
It has first impression on the mind of visitor. Accommodation services is the second view of
visitors. The management of Marriott hotel allows general duties and responsibilities that would
be handle by front office staff. Their are some key responsibilities assigns to the staffs of hotel:
● Firstly to welcome and greet the guest in most delegate manner and than and after that
provided the information about the hotel make them know the rooms available, services
provided by hotel management
● Secondly, suggest them the place where they can visit for shopping purpose,
entertainment and business purpose, also provide information about the convenience
available by the hotel and if not than how to go.
● It is the duty of front office staff to attend all the phone calls and answer them in a
polite and pleasant tone and make available their requirements as soon as possible, it
shows the efficient services of Marriott Hotel.
● To update the information of Marriott hotel on the web site of hotel is most compulsory
task of staff.
1.3 Discuss legal and statutory requirements that apply to rooms division operations.
In Hotel and resorts, health and statutory requirements should be present in the organisation. It is
fist thing which is mandatory for hotel to build fire extinguisher, fire alarm etc. in their
organisation for safety. Health safety Act 1974 is very important for securing the health, safety
and welfare of person at work and other than person at work. It lays down the general principles
for hotel management of safety and health at workplace, there are several regulations enacted in
this Act. By establishing the hotel it is public suspension through the creation of health and
safety Act in the organisation. The hotel rooms should have fire extinguisher, so that customer
can able to save himself from getting fire. There should be safety alarm in the hotel building so
that if there is any emergency happen the alarm sound can able to make aware of any misconduct
happen (Bogicevic and et.al, 2018). With this act Marriott hotel's would control highly
flammable and hopeless component and generally preventing unlawful activities.
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1.4 Evaluate services provided by the rooms division in a range of hospitality businesses.
Room division management is one of the significant parts of the Marriott Hotel as the
services stated about the whole structure of hotel. For providing better and efficient services to
guest and visitors, it should be essential that the rooms should be well serviced and it is properly
organise their room division and its operation. In the current market scenario the hotels are
offering services in all the departments like services in train and restaurant with rooms and many
other facilities like convenience facilities. Hotel provided luxury services and sophisticated
services to their customers. The room division manager is responsible for electricity cut in the
hotel, it should be ensure that hotel's invaitors are properly working. Disrupted power or water
supplies are some of the issues which seriously disrupted the growth of hotel industry. Executive
housekeeper manages is a person who solve many problems, and support the staff as well as
perform the duties of housekeeper as an when required because customers need hygienic
atmosphere in the hotel.
TASK 2
2.1 Assess the importance of the front of house area to effective management.
The design and layouts are the first impression for Marriott Hotel on the visitors. The face of
hotels is the front area of the hotel. It should be clean, well designed, attractive, and well planned
layout would attract many customer. Customer satisfaction can be taken not only by glimpses,
buildings and begins etc., customer is satisfied only by the services of the front house officer.
Customer satisfaction is important task for Marriott Hotel industry. Additional services like
online-booking, travel booking, sightseeing planning many other services by which customer
satisfaction can be achieve in efficient manner. Hotel should have proper human resources, fast
reservation of room management. Guest account management is also done by front office staff .
All the data's and entries are to be filled by the front office area. Proper communication of front
area is also important in gaining satisfaction of customers. Whole information of hotel and its
services is achieved by front house area.
2.2 Discuss the key aspects of planning and management of the front of house area for a given
hospitality operation
The aspect of planning, organising, controlling, staffing, are the key factor in management of
front house area. With the use of technologies Fidelio, Micro and Opera improve the operation
of hotel industry. For managing events and spaces, Opera sales is the best tools in booking
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function (Altin and et.al, 2018). For operating and using these tools it should properly be planned
organise and it should be properly coordinates.
Planning: Planning is concerned with the determination of the objectives to be achieved and the
course of action to be followed to achieve the target. the main goal of hotel is the positive
interaction with guest. Marriott hotel is doing scientific planning to achieve its customers
satisfaction. To develop a better front house area it is very necessary to plan the strategies and
techniques that how it come to look like like what will be the design, what will be the theme of
front house area. by doing efficient planning hotel is achieving effective and efficient objectives.
Organising: The planning which is done to achieve the objectives of Marriott hotel should be
efficiently planned but to achieve the goals of front house area management is to organize the
manpower and resources. What work has to be done, and what the resources is use to attain the
goals of hotel’s front house area is to plan it in efficient manner.
Staffing: Every industry is very much concerned with the skills and qualities of its employees,
especially the management staff. the front house area is also the main key persons of the Marriott
hotel as these are the person whom all the scenario of the hotel is dependent. visitor’s and
customer’s come to know all the information only from the front house area staffing.
Controlling & Coordinating: Controlling is relate to management of functions. There should be
a duty assign to manager whether the activities is being performing according to the plan of
constructing and designing front house area. Comparing actual performance with standard
performance is the measure aspect of controlling (Kim, Im, and Qu, 2018). Staff of front house
area is the main person for visitors and customers so the staff should be coordinated to the work
of developing and managing the front house area.
2.3 Critically discuss the key operational issues affecting the effective management and business
performance of the front office area for a given operation.
As per the Altin, Effective management in front house area is the very important in the part of
hospitality because front house area includes guest services, dining halls, accommodations, bars
and restaurants etc. for getting success of fame in the hotel industry it is very important to
understand the importance of front house area. there are various sections like housekeeping,
beverages, trainees and waiters etc. it is very necessary that all the function are properly planned
in very well planned. A well and systematic front house area gives an effective link, between the
customer’s and hotel. towards the perception of customers it is very essential to analysis the role
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of front house area. Financial and operational issues in the front house area is largely affect the
customer's satisfaction. Financial issues in front house area leads direct effect in the management
in front house areas.
TASK 3
3.1 Assess the importance of property interiors and design to effective management.
Interior designing plays a very important role in hotel industry. The very first impression of
visitors and customer is the interior of hotel. Guest notice all the the things on the front office
area and imagine all other things of hotel. Marriott hotel have ultimate interior and integrated
services. hotels are now uploading the pictures of their interior on the website of hotel. By the
setup of hotel. people come in hotel and stay in, by that the revenue increases as interior setup
directly increases the revenue and its growth rate. Interior designing is the way by which
Marriott hotel is explaining its atmosphere of hotel.
3.2 Discuss the critical aspects of planning and management of the accommodation service
function
As per the Kim, for gaining the satisfaction from the customers and visitors and guests of the
hotel, its is very essential that the front house area is properly planned and it should be effective
and attractive. The interior at rooms, halls, front house area should be excellent which leads great
impact on the mind of customers. The interior of the walls of halls and room is designer walls
and well furnished furniture. upscale decor at lobbies also affect the accommodation services.
The location of hotels and the views from the rooms give ultimate satisfaction to the customers.
The interior, designs, painting , furniture of hotel shows the richness, luxuries and comfort
offered by the hotel industry. The planning and management of Marriott hotels accommodation
service function is adorable which can be seen by the fame and growth of the hotel.
3.3 Analyse the key operational issues affecting the effective management and business
performance of the Accommodation services function
There are few operational issues which affect the management and business performance of the
accommodation services function of Marriott Hotel.
Skills & Knowledge Issue- Sometime it happen there is lack of knowledge and skills of staff
with interacting with guests or customers. language barriers is the main problem in staff.
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Technological issue- today the technologies are very advance, staff require full. knowledge to
accept and implement the technological change.
Staff-Problem- Hotel industry working hours are 24/7 which sometimes become the problem for
staff. even the reception of then hotel is open for 24 hours.
TASK 4
4.1 Perform revenue/yield management activities to maximise occupancy and rooms revenue.
Yield management means when company price their products or services to make the most
money by offering the right price at the best time. It is a common technique used by hotel
industry. Hotel which do not use these technique, miss the opportunity to increase the
revenue .there are some factors of yield management strategies like amenities, seasonal.
Amenities include the location of the rom, size and various room amenities which make
customer willing to pay. and second, seasonal which means in season time hotel industries earn
revenue in large by rising the price of rooms. for example in cold weather there is a pick season
of tourist.
4.2 Discuss sales techniques that rooms division staff can use to promote and maximise revenue.
Hotel industries are using various techniques which increases its saleslike lunch facilities,
convenience facility, pay enough amount on cancellation of booking and customer loyalty
schemes etc. Customer loyalty means when customer is using particular product from particular
shop or company rather using or buying the product and services from other than it is said to be
customer loyalty. Lunch facility is offered by Marriott hotel which is free from hotel which
affect the directly the customer satisfaction level and increases the revenue. convenience facility
is also very helpful in increasing the revenue of hotel.
4.3 Discuss the purpose and use of forecasting and statistical data within the rooms division.
Forecasting is the ultimate resource for anticipating the future performance of hotel (Chen, J.L.,
2018). There is mostly three approaches of forecast i.e. demand, occupancy and revenue. for
predicting exact figure forecast is the main challenge. figures for no-show rooms, extra stay over
rooms, walk in guest and early departure are the most common factor for analysing. the data of
forecast may be for weeks, months, season and event type (The introduction of room division
department, 2014.).
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4.4 Calculate rooms division performance indicators to measure the success of accommodation
sales.
Average daily Rate; it is defined as the room as the sum total price of the rooms of the hotel
which is occupied is divided by the number of rooms occupied.
Conclusion
From the above study it has been concluded that room division operation management of
Marriott Hotel is an effective function of the hotel industry as it specifies about the overall status
of the hotel. It explains the different conditions of the hotel regarding its front office
management, performance of business operations and accommodation services
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REFERENCES
Books and Journals
Sirirak, S and et.al, 2011. Does ICT adoption enhance hotel performance?. Journal of Hospitality
and Tourism Technology, 2(1). pp.34-49.
Bogicevic, V and et.al, 2018. Gender and age preferences of hotel room design. International
Journal of Contemporary Hospitality Management. (just-accepted). pp.00-0.
Altin, M, and et.al. 2018. Performance measurement and management research in the hospitality
and tourism industry. International Journal of Contemporary Hospitality Management. (just-
accepted). pp.00-00.
Kim, H., Im, J. and Qu, H., 2018. Exploring antecedents and consequences of job crafting.
International Journal of Hospitality Management, 75. pp.18-26.
Chen, J.L., 2018. An Empirical Study of Tourist Hotels: Difference Analysis between
International Tourist Hotel and Standard Tourist Hotel in Taiwan. International Journal of
Business and Management. 13(3). p.67.
Online link
The introduction of room division department, 2014. [Online]. Accessed through:
<https://www.slideshare.net/rheais/rooms-division-department>
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