Comprehensive Report: Rooms Division Operations Management at Marriott

This report provides a comprehensive analysis of rooms division operations management, focusing on the multinational hospitality industry, Marriott. It begins with an introduction to the importance of operations management in achieving organizational goals and enhancing customer satisfaction. The main body of the report delves into key sub-departments within rooms division, including reception, guest relations, reservation, bell desk, concierge, housekeeping, and laundry services, highlighting their roles in ensuring smooth operations and customer satisfaction. The report then describes the roles and responsibilities of two key positions: a guest service manager from the front office and a laundry manager from housekeeping. Furthermore, it outlines essential legal and statutory regulations, such as premises licenses, health and safety at work, fire regulations, and the data protection act, which are crucial for hotel operations. The report also explores yield management and revenue management, including high-demand tactics that revenue managers can apply. The report concludes by summarizing the key findings and emphasizing the significance of effective rooms division operations for the success of a hotel. References are also provided to support the research.

Rooms Division
Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
key sub departments of Rooms Division operations management..............................................3
Describe roles and responsibilities of two Rooms Division positions (one from the Front
Office and another one from the Housekeeping department) .....................................................5
legal and statutory regulations (minimum four) within the hotel operations management.........7
Yield Management/Revenue Management, including elements of Yield Management. What
are the high demand tactics of yield Management that Revenue Manager can apply within the
hotel..............................................................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
In a organization operation management plays an important it helps in achieving the
goals of the organization in the hospitality industry operation management helps in the growth of
the business because there are various activities which are performed by the organization so that
best services can be provided to the customers it also helps in increasing the goodwill of the
organization room division in the hospitality industry involves various department like
housekeeping, guest services, concierge, security etc these departments helps in the maintaining
the services of the business which helps in increasing the overall revenue of the business in the
market. It is responsibility of the room division managers to guide the employees about the
services which they have to provide to the customers room division managers should have all the
required the skills for this position so that best services can be provided. Supervisors should plan
their strategies so that can train and guide its employees accordingly related to the activities
which they have to perform (Nalla, 2018).
Marriott is an multinational hospitality industry in UK its headquarters in
Bethesda,Maryland,U.S. it provides the luxurious services to the customers which helps in
increasing the profit and goodwill of the organization in the market. It was founded by J.Wilard
Marriott and Alice Marriott in 1927. Marriott has various hotels and resort across the world
which helps in increasing the customer loyalty of the organization. Marriott is considered among
the top hotels around the world due to the services which it provides to the customers. In this
report it will be analyzed that how operation management and room divisions helps in the growth
of the organization.
MAIN BODY
key sub departments of Rooms Division operations management.
In the hospitality industry there are various department which helps in increasing the
revenue of the business various department performs various functions which helps in satisfying
the needs of the customers there are various department in the front office and housekeeping of
the hospitality industry which are given below.
Reception: It helps in resolving the queries of the customer that better service can be provided
to them it is basically a front desk department which answer the queries of the customers through
call or interacting with them face to face it also helps in completing the booking the customers

so that customers cannot face any issue while experiencing the services of the business. It also
helps in welcoming the customers.
Guest Relations: This department helps developing a healthy bond with the customers It helps in
welcoming the guest in the professional ways so that customer loyalty of the business can also be
increased. It also helps in assisting the customers so that they can experience perfect stay in the
organization. It basically deals in satisfying the needs and requirement of the customers.
Reservation: this department deals in booking of the rooms and services as per the requirement
of the customers so that customers cannot face any issue while booking the services of the
organization. It also helps in providing the first impression of the organization by the services
which it provide to the customers. There are various of types of reservation which is provided to
the customers like online air ticket booking services, discount in the hotel reservation, affordable
vacation prices, cheap hotel reservations etc. (Souri, 2019).
Bell Desk: this department of front desk helps in carrying the services of the services of the front
desk due to which it is known as the second arm of the front office department there are various
activities which are to be performed at the time of the arrival of the customers, during the stay of
the customers and after the departure of the customers which is to be performed by the bell desk
department.
Concierge: In the hospitality industry this department helps in assisting the customers by
performing various by activities for the customers booking the spa, suggesting the night life spot,
managing the transportation for the guest , making the reservation of the restaurant etc. which
helps in providing best stay to the customers by the organization.
Guest room cleanliness: In the hospitality industry cleanliness plays an vital role it is first thing
which attracts the attention of the customers in the organization. It also helps in increasing the
profit of the organization due to Covid19 people are more conscious regarding the hygiene
specially the hospitality industry guest check the cleanliness first before entering the room
which are provided to them so that they can prevent themselves from various diseases. It also
helps in increasing the demand of the company in the market by creating positive image of the
organization.
Public room cleanliness: cleanliness is the main role of housekeeping department in the
hospitality there various room and locations for the customers which should be cleaned on the
time to time basis so that safety and hygiene standard can be maintained and needs and

requirement of the customers can be fulfilled by maintaining the healthy environment for the
customers. Public rooms in the hospitality industry are the place which are affect the hygiene of
the organization which can develop various diseases due to which performance of the business
can also affected.
Lost and Found: It helps in storing the left item of the customers safely in the organization by the
housekeeping department so that it can be provided to the customer at the time of their
requirement. Any item of the customers which can be found in meeting rooms, guest rooms,
public room etc then it will be considered as lost and found item of the customers it also helps in
developing the image of the organization in the market (Sacks, 2017).
Linen: It helps in providing the laundry services to the customers so that better services can be
provided to the customers it also in creating the hygiene for the customers healthy environment
can be created for the customer if the laundry services will not be provided to the customers then
it can affect the lifestyle of the customers which can also affect the performance of the business
in the organization.
Describe roles and responsibilities of two Rooms Division positions (one from the Front Office
and another one from the Housekeeping department)
In the hospitality industry front office department and housekeeping department plays an
important role it helps in analysing the need and requirement of the customers so that better
services can be provided to the customer proper management is very important in an
organization to maintain the services of the business. There are various roles and responsibilities
of these department which they have to perform to maintain the performance of the business.
Front office
Guest service managers: it is the responsibility of the guest services managers to maintain
the performance of the business in the organization so that best services can be provided to the
customers. They help in assisting the guest as per their requirement they oversees the operations
which is related hotel amenities and lobby operations like valet services, pool or spa operations it
also helps in monitoring the staff of the organization so that better services can be given to the
customers. It also in developing healthy relations with the customers.
Roles
 The main role of the guest service manager is to provide comprehensive service to
the customer.

 Guest service mangers has to answer the emails and incoming calls of the
customers through out the day so that queries of the customers can be resolved.
 These managers also plays an important in managing accounts of the customers.
 Guest service managers has to keep a record of the customers which has visited
the organization.
Responsibilities
 It is the responsibility of the customer service manager to plan, evaluate and
manage the staff of the department so that performance of the business can be
enhanced.
 Guest service manager is also responsible for creating a safe working
environment for the employees which will motivate the employees towards the
assigned task and helps in increasing the goodwill of the organization.
 Guest service manager is responsible for resolving the queries of the customer by
asking for a feedback from them so that services of the business can be improved
and growth of the business can take place in the organization (Assaf, 2018).
House keeping
Laundry manager: they helps in running the day to day business of the laundry
department so that best services can be provided to the guest they also helps in managing the
relationship with the supplier so that needs of the customers can be satisfied effectively. they
help in providing neat and clean environment to the customers.
Roles
 Laundry managers have to plan activities according to the safety standards
departments.
 They have to ensure whether the laundry facilities are working properly or not.
 They also have to ensure the cleanliness in the organization.
 They have to manage and control the budgeting of the financial sources.
Responsibilities
 developing the formula for washing for the stained.
 To ensure that the washing of uniform and linen as per the required standard.
 Developing the communication with the engineering department to check the
maintenance of the equipment.

 Creating the new method so that efficiency of the laundry can be increased (Walker,
2017).
legal and statutory regulations (minimum four) within the hotel operations management.
In the hospitality industry there are various rules and regulation which are provided by
the government so that activities by business can be performed effectively without effecting the
economy.
Premises Licenses: for the development of the premises business has to take various
permit from the government without the permit they cannot develop their premises this rules is
provided by the national building code due to which every hospitality industry has to take the
permit from the government so that proper development can take place. To develop the premises
of the business Marriott has to take the premises license from the government so that proper
development can take place in the organization
Health and safety at work: it plays an important role in the hospitality industry to
increase the performance of the business due to health trade license is been developed by the
local health department so that proper safety and hygiene regulations can be followed by the
government and avoid the issues related to the heath. Unhygienic environment can affect the
goodwill of the organization in the market which can also affect the demand of the business in
the market.
Fire regulation: In the hospitality industry it is mandatory to get the fire safety certificate
by the fire department so that safety of the employees and customers can be maintained it helps
in avoiding the uncertainty in the organization by providing all the safety measures to the
government. Fire safety standard safety in assuring the customers about the safety of the business
so helps in increasing the customer loyalty in the organization. Fire safety is very important in
the big organization because in that the chance accidents are more which can affect the life of the
customers and employees due to which proper safety standard are very important.
data protection act: this act is given the government of the UK to protect the data and
information of the individual so that it cannot get misused. It helps in controlling the information
of the customers in the organization. In the hospitality industry data protection act helps in
protecting the information of the customers so that it cannot get misused by organization.
Customers provide their personal information which can be misused easily by the organization

so to avoid this situation data protection act has been made. It also helps in the smooth
functioning of the business which increases the goodwill of the organization inn the market.
Yield Management/Revenue Management, including elements of Yield Management. What are
the high demand tactics of yield Management that Revenue Manager can apply within the
hotel.
Yield management helps in selling the appropriate room to the customers at the
appropriate time. It helps in increasing the revenue of the business in the market sue to which
overall profit of the business can also gets increased it helps in promoting the services of the
business by affiliate marketing or direct marketing. Which helps in increasing the profit of the
business. By increasing the demand of the business in the market. Google Ad Exchange is the
strategy of the yield management which increasing the profit of the business (Andreassen, 2018).
Below are the elements of the Yield management:
 Room sale in group which helps in increasing the profit of the business in the market.
 FIT or Transient room sales which helps in providing the best services to the customers.
 Managing the beverage and food activity so that proper services can be provided.
 It helps in managing the Special activity so that best experience can be provided to the
customers.
Yield management helps in increasing the revenue of the business even if the occupancy of the
business is not 100%.
Revenue management is basically a pricing tactics which helps in selling the property or
inventory of the business to the right customers. So that growth of the business can take place it
helps in optimizing the availability of the product so that revenue of the business can be
increased it helps in satisfying the demand of the customers so that better relationship can be
developed between the organization and the business. Revenue management helps in increasing
the profit of the business through the limited supply chain. Revenue is basically the amount
which is generated through the sell.
High demand tactics of yield management which is used by the Revenue managers:
 Restrict discount: Company can restrict the discount for the customers who book the
shorter stays in the organization so that average rate of the business can be maintained in
order to increase the demand and revenue of the business customers can provide discount
to the customers who book longer stays in the organization.

 Raise rate : if the organization is providing the discount in the package then it necessary
for the business to increase the rate of the package which is provided so that revenue of
the business can be increased (Jensen, 2017).
 Applying the full prices for the executive rooms: In case of high demand company can
charge full prices of the rooms provided to the customers without any discount which will
helps in increasing the profit of the business in the market.
 Reserve close to arrival dates: This tactics helps in controlling the volume of the check-
ins by allowing the reservations to be taken for particular data.
CONCLUSION
As per the above report it has been analyzed that operation management and room
division helps in increasing the profit of the business in the organization there are various
department in the organization like front office department housekeeping department which
helps in providing the best services to the customers as per the need and requirements of the
customers which increases the overall profit of the business there are various rules and regulation
which is provided by the government to maintain the performance of the business so that demand
and revenue of the business can be increased in the market.

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