Hospitality Operations Report: Dorsett City Hotel, Revenue Management

This report provides an overview of hospitality operations, using Dorsett City Hotel as a case study. It explores the key sub-departments of the rooms division, including the front office and housekeeping, detailing the roles and responsibilities of positions like the front office manager and executive housekeeper. The report also examines linen operations within the housekeeping department and delves into yield and revenue management strategies, including tactics for maximizing profitability. The analysis covers the practical application of revenue management principles to increase occupancy and average daily room rates, providing insights into the operational aspects of the hospitality industry. The report concludes with a summary of the key findings and references relevant academic sources.

Hospitality
Operations
(Assessment 1)

Table of Content
 Introduction
 Presentation overview
 Key sub departments of Rooms Division
 Roles and responsibilites of two room division position within the hotel
 Roles and responsibilities of front office manager
 Roles and responsibilities of executive housekeeper
 Linen operations form the housekeeping department
 Yeild/Revenue Management
 Conclusion
 References

Introduction
Hospitality involves a relationship between
the guests and the service providing firm
or the business organisation including the
act of being hospitable. Hospitality
operations are all highly focused on
offering the best and most suitable
services to customers or guests whom are
visiting the hotel, restaurant or any
hospitality service offering organisation.

Presentation Overview
The presentation will demonstrate various
aspects of hospitality sector and its
operations by using the case study of Dorsett
City Hotel is a luxury 4 star hospitality firm
located in London, city centre with a 13
storey building. The hotel is a subsidiary of
an international hospitality brand Dorsett
International Hospitality. The presentation
covers or includes a thorough understanding
of key departments of room divisions such as
divisions of Housekeeping or Front office
department.

Key sub departments of Rooms Division
Room Division are basically separate sub
sections or department and personnels
essential for rendering the expected and
preferred services to guests at the time of
their stay in hotel and even after their stay.
Their are two departments under room
divisions Front Office and Housekeeping.

Continue...
Front Office acts as the face of the hotel, a department that reflects the first image and impression
of the organisation on the guests. The customers who visits the hotel are relied on front office
department throughout their stay.

Continue...
Housekeeping department or division is a team of
professionals who are responsible for keeping the
hotel premises, rooms and the infrastructure clean
presentable. The housekeeping department is
responsive for cleaning, appearance and condition of
the entire hotel.

Continue...
In Dorsett City Hotel and other hospitality
organisation there are several sub-
divisions of Housekeeping Department as
well, basically the whole team is divided
into small groups with one common
agenda according to the tasks assigned to
them on regular basis. In Dorsett City
Hotel these sub groups are divided as
Guest Room cleaning staff, Public area
cleaning staff, Laundry, Linen, Lost and
Found.

Continue...
Each of these sun segments have their specified
aims to attain mostly short term probably based
on day to day or monthly basis. These units are
the shuffled and regrouped under
housekeeping division but with different
agendas. The aims of sub segments of
housekeeping department in Dorsett City Hotel
is divided according to their functions. Their
aims are described below in context of Dorsett
City Hotel: Guest Room cleaning staff, Public
area cleaning staff, Laundry and Lost and
Found

Roles and responsibilities of two Rooms
Division positions within Dorsett City
Hotel
Majorly in hotels room division are only two
that are Front office department and
Housekeeping department. These
divisions have several sub segments and
number of positions with separate roles
and responsibilities. Thus, in Front office
department of Dorsett City Hotel the
positions are of Front office manager,
Reservation manager, Guest service
manager, Front office supervisor,
Reservation supervisor and Concierge.

Roles and responsibilities front office
managers
Roles:
 Training staff
 Developing schedules for the
department
Responsibilities:
 Evaluating performances
 Control master key