Detailed Report on Rooms Division Operations Management in Hotels

This report provides a detailed overview of Rooms Division Operations Management within the hospitality sector. It begins with an introduction to the sector's importance and the roles of front office and accommodation services. The report explores various accommodation types, the responsibilities of front desk staff, and legal requirements. It then evaluates front office services, planning aspects, and critical services in the hotel sector. Furthermore, it examines revenue yield management, promotional strategies, and the use of statistical data in room division, concluding with performance indicators for accommodation sales success. The report highlights key aspects such as customer satisfaction, staff responsibilities, and the importance of adapting services to meet customer needs. It emphasizes the significance of maintaining brand image and providing luxurious accommodations to attract visitors and generate revenue.

Rooms Division Operations Management

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK A...........................................................................................................................................3
(1.1/1.4) Variety of accommodation for room divisions .......................................................3
(1.2) Roles and responsibilities of front desk & Accommodation.........................................5
(1.3) legal legislation requirement to room division operation..............................................8
TASK B.........................................................................................................................................10
(2.1) Evaluate the services of front office............................................................................10
(2.2) Evaluation of key aspects of planning.........................................................................11
(2.3) Critical evaluation of services in Hotel sector.............................................................12
TASK C.........................................................................................................................................13
(4.1) Revenue yield management.........................................................................................13
(4.2) Promotional strategies of sales....................................................................................15
(4.3) Usage of statistical data in room division....................................................................16
(4.4) Performance indicators to success the accommodation sales......................................17
CONCLUSION .............................................................................................................................18
REFERENCES..............................................................................................................................20

INTRODUCTION
Hospitality sector is the fast growing sector in the industry. This sector provides essential
services to the customers. Such as accommodation, transportation, food and beverages. These all
services are very important in hospitality sector. Five star hotels provide luxurious
accommodation facilities to their clients. It requires maintaining their brand image in front of the
costumers. According to this present report roles and responsibilities of front office or
accommodation services will be discussed. And the statutory legislation requirement to run the
business. Hotels and resorts which is a global brand in hospitality industries. It is known for its
brand image and luxurious accommodation facilities. They provide essential services to their
premium customers. They provide many extreme services to maintain its brand value such as
rooms, food & beverages, transportation facilities along with that the also provide additional
services like mini bar, swimming pool, shoe polish, greeting cards, flowers, services. Or the
responsibilities of front office departments. Room division is totally based on clients
requirement, organisation provide varieties of rooms as per the needs of clients such as twin
rooms, double or single rooms and big villas etc. Further, in this report will discuss about the
various room division factors, overall in hospitality sector room division is the most important
factor, which attracts number of visitors towards the company.
TASK A
(1.1/1.4) Variety of accommodation for room divisions
The accommodation facilities provided by the hospitality management. These facilities
are given on the basis of the standard of the clients (isson, and Adams, 2013). Accommodation
facilities are the core function in hotels sector specially those hotels who is very famous in the
market. Hospitality sector provided various facilities to the customers according to their needs
and wants. This sector generates maximum revenue by given various luxurious facilities. In this
hospitality management. There is a two types of businesses small and large in hospitality
industry one is budgeted hotel at small level and on the other side large scale of 5 stars hotel.
They give their services accordingly. On the basis of organisation they have work in different
departments. Like in hospitality there is two main departments front office and Housekeeping.
They provide various services to the customers according to the business. Like Hotel businesses
and Hospital. On the other side, there are 2 star hotels who provides the same service but at low
level such as Mariott hotel in UK. It is the 2 star hotel which provides accommodation and food

services to their guest. On the other side, there is another 5 star hotel which name is Premier Inn.
hotel London, five star hotels provide better quality services as compare to 2 star hotels. Such as
Mariott hotel in UK provides rooms or services at reasonable prices. Besides, 5 stars hotels can
also provides the best achievements and services to their customers. It makes difference between
five star and 2 star hotels. Besides, there are many services which 2 start hotels are not capable to
provides such as luxury services, all types of transport services or luxurious food services. 2 star
hotel such as Mariott they are based on small scale. Besides, Premier Inn. provides more
productive services to attract their customers. They furnish services but on different basis.
Hospital front office helps to give information about the doctors and their appointments hospital
front office responsible to take care of all the information regarding patients. On the other hand
front office of Hotel is responsible to give all information to the visitors. Hospital
accommodation facilities depend on the patient requirement. Housekeeping services are provided
by both the businesses Hospital and hotel as well. The main role of Housekeeping is to take care
of Hygiene and other essential amenities of customers. Room division is based on the
requirement of customers, sometimes clients needs big villas in the form particular flat styles.
Further, some clients need twin rooms because number of members are high. On the basis of
customer requirement it is necessary for the Hotel to provide accommodation accordingly.
They famous for their services and quality type of accommodation. This sector attract
number of customers by providing more additional facilities like luxurious rooms, transportation
facilities, complementary services for special guests. The Hotel sector hotel which provide total
two hundred fifteen rooms and three hundred fifty five beds to their customers. They show the
room's division among the hotel. According to this statistics hotel needs to enhance their rooms
according to the customer needs Because in international countries there is more requirement of
hospitality services. In Hotel sector there is also a good communication between with the
customers. Clients want good peace environment in the hotels they want that front office can
easily understand their requirements and give them best services. Channel of communication
between customers or hotels should be in proper form it helps to approach large customers. It is
very important to express their hotel services to the client in proper way. The first person interact
with the customer is front office or reception where customer clear their doubts and ask for the
room's availability. This sector has huge income revenue from the higher income of customers.
Hotel services are based on the rooms like weather customer in single room, twin room or in

double room. Services are based accordingly. Example Hotel sector needs to give luxurious
facilities for the higher level customers. Sometimes customers are visit with the family they need
more than one rooms for those customers Hotel sector provide twin rooms or double rooms
according to the number of members. Twin room or double room have large space for more than
two members double are best and for single customers single room is best. Hotel provides
different services on the basis of rooms division. Customer always want their needs to be
fulfilled. Hospitality sector are always needs to be changes in their services so that customer see
different new services and feels great. Hospitality management are very attractive sector where
they provide plenty of services and get good brand values(Sisson, and Adams, 2013.). Hotel
sector group provide pick and drop facilities for the customers. These new essential quality
services are generated more customers. Like for double rooms Hotel sector provide two bed
services or one big area where clients can enjoy their space When they are more numbers in one
double room So that Hotel sector are the famous brand in hospitality sector according to satisfied
their customers with great services. Hospitality sector is the sector where customer take all lavish
facilities like luxurious rooms, infrastructure, luxurious transportation facilities such as air, ship
trains deluxe buses etc. five star hotels always take care of the room division segment because
the customer is always wanted their comfort zone and select their services according to the
requirements.
Overall room division has been provided many varieties of service in the form of front
desk and accommodation facilities. Such as front desk provides all necessary information to the
client, reception is the second most important area within the hotel premises. Such as auditors,
cashier, concierge, mailing department, bell services and front office. Besides, they need to
follow some rules and regulations to ensure the proper working. Such as maintain the satisfaction
level of customers. Ensuring the meeting of the targets etc.
(1.2) Roles and responsibilities of front desk & Accommodation
Hospitality sector is famous for its given services. More services and facilities helps to
occupy more rooms. It requires to giving different services in the rooms. It also requires giving
small refrigerator or microwave into the rooms. It gives more space to the customers and give
satisfactory level to their clients. The first thing to be consider is to get all things hygienic.

Customer is very concern about his health and safety at the time of when customer get stuck at
any point and wants to take help from reception. It is the responsibility of receptionist to take all
calls perfectly. Accommodation or reception staff services are the connection between the
customers or the hotel staff. Clients are always wanted some different environment culture when
they are going for their holidays. Hospitality management are the fast growing sector. In which
they always provide best services to their customers. The focus is on their customer satisfaction.
All they get feedbacks from customers and make sure that they will take our services again in the
future. In branded hotels it is the responsibility of the staff to provide personalised services to
their customers and 24 services and call services for food beverages. Hospitality services are
known for luxurious services five star hotels are the famous for its bang on services because
many of the customers are of rich and premium qualities so it is very important to give quality
accommodation services(Cheng, and Wong, 2015.). Customer are pay very high amount for
taking these premium services so they want every thing perfect and managed also they do one
thing that organise parties and short cultural events for the customers so that they feel satisfied
with the customers. Accommodation facilities are the most important facility such as room
facility, laundry, spa all necessary things which is required by the clients. Hotel sector provides
very premium facilities to their customers they provide rooms along with some complementary
services. They also take care about the connectivity and maintain its connection with 24 calling
services so that customer can solve their query at any time. Accommodation services are the
main important requirement which guest wants. Accommodation facilities are always considered
to be on first priority. On the other side reception front desk which is very core part of services
provided by the management customer is the source of revenue so it is very important to
maintain good communication with the customer. The Responsibility of front office staff is
different to each other, like receptionist role is to attend the clients and helps to guide them
properly, Manager of the organisation plays a very important role to manage the all work. Like
all things are going properly or not, they also guide their subordinates to give better performance.
There are many responsible persons in front desk like Reservation clerks, security, bell boy,
doormen and night auditor. Supervisor of the Hospital will take care about the system and
regular day to day activities. Furthermore, Housekeeping Department have different roles and
responsibilities towards their work like, Floor supervisor will take care about the floor

requirements like floor arrangements their lights, water avail liability etc. laundry worker
responsible to take regular laundry from the clients.
On the basis of above discussion it can be concluded that, there are two types of important
segments in hospitality management, reception and accommodation. Engineering and
housekeeping is the two significant functions in the organisation. The main aim of
accommodation segment is to provide customer satisfaction and make them relax. There are
some roles of housekeeping staff as given below:
Roles and responsibilities of doormen and room attendant
 Controlling accommodation arrangements.
 Ensure health and safety environment.
 Maintain proper communication between staff and all the departments.
 Maintained the room service of the hotel
 Keep all things perfect and ready such as A. C, water supply and electricity supply within
the hotel premises.
Functions of front office staff (Receptionist, Cashier)
 Ensure the meetings of members
 keep the customer records and occupancy level of the hotel
 Front office obligated to maintain the proper data base of customers.
 Arrange some additional benefits of customers.
 Arrange boarding and arrival time of customers.
 Ensure the occupancy ratio in the hotel.
 Cashier has responsible to keep the proper amount and balance sheet of the year.
Review the roles and responsibilities of an accommodations and reception staff.
Roles and responsibilities are the very much important and necessary in order to ensure
customer satisfaction. Besides, it is not important that all the time employees are ready for the
client due to having high work load they feel less energetic and perform their task in poor

manner. In that situation they will not get success to getting customer satisfaction. Along with
that it is not important that all staff members are good and talented.
(1.3) legal legislation requirement to room division operation.
Hospitality management is the high income generate sector. Five star hotels needs to
adopt fair policies in terms of customers. Hotel sector needs to take care about the health, safety
accommodation facilities of the customers. They should give all necessary requirements which is
necessary for the customer like, large quality accommodation, good quality of food and
beverages, Wi-Fi facility to the customers. Five star or four stars hotels are mandatory to adopt
hygienic environment so that they achieve higher satisfaction level of customers. There are some
legislation laws provides for the Hospitality industries given below:
 Health and safety at work act 1974, it is a legislation act, it means the health and
safety of customers. Hospitality sector is responsible for enforcing this act. This
law is enforced by HSE government of UK. The main aim of this act is to protect
the health of the customers against any harmful effects.
 Hazardous to health Regulations 2002: this statutory implication states that
general requirement of employees which is regarding to their safety needs at the
work place.
 Organisation should take care of the life of employees at the work place in case of
injury and death, Company will responsible to compensate. In case of breach of
regulation by an employee or employer will be consider under crime.
 Consumer protection Law: It is mandatory to follow. This law is related to the
consumer protection.
 It includes consumer rights, fair trade practises, competition, accurate information
in the marketplace.
 To breach the regulation, government take strict action against this organisation.
 Another important aspect where hotel manager should stricter is the maintenance
of the privacy of the customers who reside in their hotel.
 The rooms within the hotel should be kept in hygienic environment by
maintaining proper cleanliness within the hotel.

From the above explanation. Legislation is very important to protect the health safety of
customers. These regulations protect the future uncertainties. Furthermore, there are many other
laws like, Diplomatic Privilege, Immigration, Data protection act 1998, Personal Protective
equipment at work etc. Hotel sector hotel is famous for its brand value customers are very happy
to visit Hotel sector because they make sure about the strategies they adopt. Government are
imposed some rules and regulations to protect the safety of customers. Like weather hotels are
given good services or not.
Like five star hotels provide well managed high thermostatically showers and toilet. And four
star hotels provide Wi-Fi and internet connection in rooms. Hospitality sector have wide scope
and business expansion. In terms of statutory legal topics company should follow the policies of
government otherwise they take strict action against fraud hotels. These statutory factors helps
Hotel sector to expand heir business more and maintain their brand value in the market. Hotel
sector also make sure about the room cleanliness, maintenance of rooms. Hygiene factor. It's also
provide the place where customer keep their luggage into that place. Also, it is the responsibility
of the hotel management that the luggage will be in safe place. These all factors helps to expand
their business and open new franchise of Hotel sector in new places. This factor is important to
maintain the statutory position in the marketeers will give to rise new high growth and revenue to
the company. Government main aim to protect the interest of clients and safety. To maintain its
position and image in the market it is necessary to follows government rules and regulation.
Hospitality sector provide many wide services such as accommodation, transportation,
food and beverages to the clients. On the other side it involves high risk to accomplish the target
successfully. The main purpose of this sector is to gain the trust of customers by providing
premium services. Rules and regulations are helps to maintain the decorum in the environment.
Legal legislations are the set of structure which is important to follow for safety needs.
Overall, from the above discussion, RDM is responsible to ensure the proper monitoring
session regarding room division must be incorporated within the hotel. The customers'
appearance must be under some set of rules on the basis of hotel rules and regulations. It helps to
maintain the decorum within the hotel premises. It helps to get customer satisfaction regarding
hotel, the main criteria of RDM is to ensure operations and monitoring the hotel activities. The
security of guests is another significant purpose of hotels. For that, hotels should covered

premises with CCTV cameras. Luggage and other property of clients should be kept in secure
place.
The hotel premises should covers under act health and safety at work act 1974, electricity
at work act 1989, the control substances hazardous regulation act 2002, work equipment
regulation act 1998, manual handling operations regulations act 1992. These all laws are very
beneficial and mandatory for the room division to ensure safe environment.
TASK B
(2.1) Evaluate the services of front office.
In popular hotels there are provides best class services to their customers. In hospitality
management they provide many extra services to their guests. Like welcome drink, greeting
cards, shoe polish, ironing. These all necessary things are very important for their guests.
Adding to this Hotel sector provide more new services like one staff is always their with
customer for help and escort them to the room. The Hotel sector their services are very attractive
and different from others adding to that they also provide in rooms services like provide
cosmetic branded soaps and shampoos, all essential things which is required by the guests. Hotel
sector provides many rooms division facility according to the customer requirement. Along with
that they provide mini bar swimming pool and roof top for their customers. Hotel sector also
give 24 hours food facilities to their customers. Along with that Hotel sector staff are well
managed in terms of communication, behaviour. Hotel sector is provided other facilities like
pick and drop, other comfort place in lobby as well. These all essential services of Hotel sector
helps to maintain their stability and long term growth in the market. Hospitality services are
encouraged the new services which is necessary for the customer satisfaction. On the other hand
front office of Hotel sector is well settled and managed. Reception is the place where customer
take all required information. The management staff of Hotel sector is very attractive and well
knowledgable so it helps to communicate with the clients in better way. Customer is always
attracted with good behaviour and in terms of hospitality sector employee will never get rude
with the customers. Its first motive is to listen the customer query and give the best result. These
all facilities and services are give motivation and satisfaction to the customers and it helps to
maintain long term relation with the clients as well. Hotels are very attracted through their
brilliant interior and designs and facilities. This is the quality which helps to maintain the

effective management. Customers attracts from the services of the company. Then they consider
the behaviour of front office like, their impressions, way of talk, their facilities layout etc. it
attracts costumers attraction. Front office is the first person who interact the clients. Furthermore,
client evaluate the interior and visual effects which is more attractive and impressive.
Overall, it can be concluded that front office must adopt proper planning and
management such as, Property management system it includes multiple functions of hotel like,
tour operations, managing human resource, finance and infrastructure. Admin can manage these
all functions with the help of several IT technologies. It impacts overall quality systems. Apart
from that, Reservation and room management is the another function of front office in which
room bookings and room cancellation process is taken place. For that front office can take help
of various IT platforms. Guest account management, safety and security, responsibility planning
and communication they all function has to control by front office department.
Apart from that interior designs of hotel attract the customers towards the luxurious
hotels. For that hotel needs to adopt attractive and innovative designs and layouts to attract
customers. Architecture and texture of Hotel must be impressive.
(2.2) Evaluation of key aspects of planning
Planning in respect of reception area is very important because this management interact
with the customers directly(Walker, 2016.). This management has to be effective and productive
to accomplish the goals customers. Another key factor of planning is to get trained all the staff
members to full fill the guest's requirement. In planning there must be a good management
training for the employees so that they have to know to handle the clients properly. Front office
department has to manage the link to all the other departments as well this is the very important
aspects of hospitality management. This department is direct interacting with the customers so it
is very important for those employees who direct contact to the customers.
Planning is the most important thing to accomplish the objective. Hospitality
management always hired a good quality of employees to handle the customers. The front office
staff should be well managed and presentable to the customers So that customer get satisfied
with all the services.
Planning is the foremost function in the organisation. Planning contain Project
management plan, Scope, activity, Cost. These are the planning key aspects which is important

to be follow. It helps to accomplish the target on time. Front office needs to plan there activities
like customer calls, gives information. For that they need to maintain the proper resources etc. on
the other side they have to plan the customers' arrival list. On the other side, planning needs
resources through which they accomplish their task on time.
(2.3) Critical evaluation of services in Hotel sector.
There are many issues in which company face the problems and affect the management
services. These issues may be technology issue, communication issue, or may be related to lack
of skills and knowledge. These issues are affects business growth and create business threats.
These are the issue which is harmful for the hospitality management.
Communication issues: Communication issues are arisen due lack of co-ordination among the
employees(Khanna, 2015. ). In the hospitality management their should require excellent
communication skill in the employee communication is the channel through which company
deals with the customers. This communication affects the customers.
Technological issues : Technological issues may arise the problem of management productivity
sometimes in hospitality sector customers are booked their rooms already through the website of
the hotel and the management booked the same room to the present customers because lack of
Technological skills. In this situation customers suffer problem. So it is very necessary to
increase the technological skills among the employees so that they know the actual technique.
This major issue is the reason of decreasing the productivity.
Staff problem: sometimes due to long working hours employees got tired and not interested to do
the work(Langabeer, and Helton, 2015.). Even the reception of the hotel opened 24 hours in that
critical situation staff members does not interest to give their best performance. This issue
creates the miss managed things in the hotel and affect to the customers.
Skills and Knowledge: In hospitality management there is required to maintain excellent skills
and knowledge to handle the customers. Sometimes new employees does not know the structure
and the pattern in which all employees are work. They don't know how to attend customers and
greet them. Few employees of the management fails to understand the work. This measure issue
affect the hotels' reputation. These problems are create customers dissatisfaction with the hotel.