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 hou...Read More

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.

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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.

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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.

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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.

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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

Roles and responsibilities executive
housekeeper
Roles:
 Supervisor
 Planning
Responsibilities:
 Approval for supply requisites
 Ensuring of service standards

Linen operations from the
Housekeeping department
Linen is a fabric which is very costly and most commonly used in all
hotels for bedding and other room purposes. Linen is an expensive
fabric which is cleaned separately and genteelly. Thus, in some
hospitality firms like Dorsett City Hotel there is a linen operations
line which focuses over cleaning and taking care of linen stock for
the hotel. In Dorsett City Hotel Linen control is made or divided
into four basic steps or phase for the housekeeping department
which are elaborated below: Routine checking of linen for
appearance and hygiene standards, Quantity control of the daily
flow of linen stock/linen exchange procedure, Stocktaking or
physical inventory of linen and Proper documentation of line

Yield Management/Revenue
Management
Yield and Revenue management are similar
terms in hospitality industry context which
are now used interchangeably. The term is
defined as the decision made for providing
the right room and services to respective
customers, in the right price and in the right
time with the help of a productive
distribution channel. Revenue management is
considered as an art or a since of increasing
and maximizing hotels revenue units in
varied and dynamic situations for example in
present time of COVID19 pandemic.

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Revenue manager of Dorsett City Hotel is responsible for maximizing profitability by adopting and
implementing proper and most relevant tactics. The revenue manager of Dorsett City Hotel needs to
apply three basic principles of supply and demand in tactical form for inducing hotels revenues and
enhancing the profitability of the firm which leads to higher position in the industry and in the
competitive environment.

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Therefore, high demand tactics of Yield Management that Revenue Manager of Dorsett City Hotel
can apply within the hotel to increase the Occupancy and Average Daily Room rate. These
three basis economic demand and supply tactical principles are as follows:
 The first principle of Right Product, needs to be placed in for the right customers. That
means, revenue manager have to look for the appropriate customer base or segment for
their separate type of rooms and accommodation products. Majorly the firm approaches
business and leisure traveller and thus, they need to present the rights offers and products to
the correct audiences.

Conclusion
The above presentation discusses the different hospitality operations present in a organisation
dealing in accommodation sector of the industry. The hotel has room divisions which focuses on
their day to day activities for making sure that the best form and quality of services are being
offered to customers or guests visiting the hotel. Moreover, the division have separate segments
itself working on unique agendas on daily basis that adds up to the ultimate goals of the
department and finally in hotel success.

References
Baum, T. and et. al., 2020. COVID-19’s impact on the hospitality workforce–new crisis or
amplification of the norm?. International Journal of Contemporary Hospitality Management.
Christou, E. and Chatzigeorgiou, C., 2019. Experiential learning through industrial placement in
hospitality education: The meat in the sandwich. Journal of Contemporary Education Theory &
Research.
Filimonau, V. and Delysia, A., 2019. Food waste management in hospitality operations: A critical
review. Tourism management. 71. pp.234-245.
Filimonau, V. and Naumova, E., 2020. The blockchain technology and the scope of its application in
hospitality operations. International Journal of Hospitality Management. 87. p.102383.
Ivanov, S. and et. al., 2019. Progress on robotics in hospitality and tourism: a review of the literature.
Journal of Hospitality and Tourism Technology.
Ivanov, S. H., 2019. Ultimate transformation: How will automation technologies disrupt the travel,
tourism and hospitality industries?. Zeitschrift für Tourismuswissenschaft. 11(1).
Iyer, G. R. and Jarvis, L., 2019. CSR adoption in the multinational hospitality context. International
Journal of Contemporary Hospitality Management.
Jones, P. and Wynn, M. G., 2019. The circular economy, natural capital and resilience in tourism and
hospitality. International Journal of Contemporary Hospitality Management.

Thank You