Analysis of Rooms Division Operations Management at The Ritz Hotel

This report provides a comprehensive analysis of Rooms Division Operations Management, using The Ritz Hotel in London as a case study. It begins with an introduction to the rooms division and its departments, including front office, housekeeping, maintenance, and security, emphasizing their roles in revenue generation and smooth hotel operations. The report critically evaluates the services provided by the rooms division, detailing the functions of the front office, housekeeping, and reservation departments. It then analyzes the roles and responsibilities of a front office manager, highlighting training, guest relations, staff scheduling, and record-keeping duties. The report also explores key legal and statutory regulations relevant to hotel operations, covering housekeeping, maintenance, and front office procedures. Finally, it examines yield and revenue management strategies, focusing on group room sales and transient guests, offering insights into pricing and demand management within the hospitality industry.

Rooms Division
Operations
Management

Table of content
Contents
INTRODUCTION...................................................................................................................................3
Main body...............................................................................................................................................3
Critically evaluate the services provided by the Rooms Division operations...............................................3
Critically analyze roles and responsibilities front office manager:..........................................................4
Knowledge and understanding of key legal and statutory regulations.....................................................5
Critically analysis the yield management and revenue management.......................................................7
CONCLUSION.......................................................................................................................................8
REFERENCES............................................................................................................................................9

INTRODUCTION
Room division is considered as the most essential aspect for the hotel and it consider
most revenue generating department in a hotel business. Room division comprise of front office,
housekeeping, maintenance and security (Beunza, 2019). This all department work hand in hand
for the smooth functioning of the organization in the well define manner. The present report is
based on The Ritz hotel London which is in UK. The hotel has rich history and it was opened in
1906 and provide unique services to consumer. This report covers about different services which
are provided by the Room division department. Beside this roles and responsibility for at front
office and other department in the detail manner. Beside this legal and other rule are formed
within the hotel. Beside this Revenue management should be used to manage the daily activities
effectively.
Main body
Critically evaluate the services provided by the Rooms Division operations
In the hospitality industry this high quality of service is essential for the hotel in order to
attract new customer in the well define manner. In the context of Ritz hotel, the management
must focus on the service and ensure to meet the customer needs in the well define manner. The
room division department have vital role to play for improving the product and services of guest.
Here some service which are provided by the room division operation which are explained
below:
Front office: This has been describing as the nerve of the hotel and it is the department
where the guest meets the company employees for the first. It is essential to make better
impression by facilitating the customer with dignity and respect. The room division department
of Ritz hotel must make sure that front office employees are good at their job. The main service
assisted by the Front office is to receive the calls an enhance the duty of guest services constantly
to meet the needs and demand of the company. Beside this, other responsibility is to maintain the
balance sheet and account of guest and track the check in and check out of each person.
Housekeeping: This department is considered as the most essential for the hotel and
there must be expert in their roles must be appointed for the job. The main duty of Housekeeping
department is to provide proper equipment as well as supplies to the customers. Along with this,

it is essential to make clean the rooms before guest arrives to manage and control the activities.
In the context of Ritz hotel, the management must operate as per the financial guidelines as per
the prescribe strategies of the general manager. Keeping the records of different supplier and
other equipment which are used to manage and control the activities for the smooth functioning
of the hotel. As the Room division in housekeeping plays a vital role to develop the brand image
as this tend to earn more revenue and smooth operating process which essential for hospitality
industry to operate for the longer time period.
Reservation: This is the department in which the guest reserve their room for the
convenience as this improve individual experience (Dai and Tayur, 2019). For the organization
like Ritz hotel the reservation can be done by the different method such as telephone or to book
the room on there website. The hotel also has central reservations system where the request is
simultaneously allows the reservation by the individual hotel reservation hotel personnel. There
are mainly two type of reservation which are explained down below:
Confirmed reservation: This kind of reservation is made with the enough time for the
conformation slip which include confirmed date, time and number of guests. Beside this Ritz
hotel have service of fax and mail through which guest can cancel or reserve the room.
Guaranteed reservation: In this kind of reservation system the hotel takes prior money to
book the room. hence this ensure the reservation is guaranteed even the guest arrives in room
late. This is only done for the several meeting or any pre planned meeting is done.
Critically analyze roles and responsibilities front office manager:
The front office manager is tasked with making sure that the guest has fulfilled there all
the needs and requirement and make sure that they hotel and staff operate their work smoothly.
For the hotel like Ritz the front office reports directly to the room division manager and make
sure that all the operation activity take place effectively. Beside this the good front office
manager must have proper experience and have enough experience to deal with the guest. Here
are some roles and responsibility which front office manager must possess in explained down
below:
 The main responsibility of front office manager is to provide proper training and
development programs to the respective staff which help in increasing in offering better

experience to the customer. Beside this will also create a brand image in the mind of
customer which help in increasing the business for the longer time duration.
 Hence the other main role is to deal with the guest and solve the all the doubts as to aid
with satisfactory services. Apart from this all the information of guest in detail manner is
given to the room division department where they facilitate customer as per there need
and requirement.
 Apart from this is essential to arrange the staff scheduling with the assistance of room
division which help to reduce chaos and conflict present in the business. In the context of
Ritz hotel, the front office has duty to maintain the proper chart to time and working
hours as to maintain the smooth functioning of firm effectively.
 Front office must maintain the proper records of guest and must maintain proper liaison
with the room division manager and staff which ensure that guest avail the timely
services which increase the rating and market presence effectively.
 The front office is the area where the guest from there first and last impression of the
hotel so this department have more important roles to play and also make sure that
customer get all the services as per the hotel standard which help in increasing the sales
and market share effectively.
 Maximize the rooms, occupancy and by raveling the status with the Room division and
make effective decision to increase the sales and profitability. However, there are other
duty such as figure out the rate variance, monitor credit report, and do close observation
of the daily house to count to ensure about all the activities are done as per the guidelines
of hotel.
Front office is considered as the pillar of hospitality industry which responsible for managing
and creating satisfaction and customer loyalty. As for the Room division service the manger
must constantly communicate with the front office in order to ensure about all smooth
functioning of hotel. In order to meet the expectation of customer the Ritz hotel manager
must provide all the 21st century training which help in increasing the market share and can
easily connect with the client effectively.

Knowledge and understanding of key legal and statutory regulations
Hotel are subjected to the large and continually change body of law. However, because of
the lodging facilities are consider as complicated system which directly affect the law and it is
consider very complex process ( Scholtes and Terwiesch 2020). For the smooth operation of
hotel and the manager of Ritz hotel must aware about the all the rules and regulation which falls
under the hospitality center. Hence this minimize the risk and potential exposure as to litigate
and train the employees to minimize the risk in the department. There are different laws which
are made by the hotel as well as government to ensure about the smooth functioning of hotel.
Here some key legal and statutory regulation which are explained briefly down below.
Housekeeping and maintenance: The primary legal danger in both housekeeping and
maintenance are interrelated to the negligence which is involves in the lack of inspection and
repair. For example, Broken furniture, loose carpeting and electric circuit are the most common
type of lawsuit which is faced by the hotel. So, to avoids such kind of risk and uncertainty
present in the market must conduct effective measure which help in increasing the sales and
profitability present in the market. Mostly the tragic which are related to the death or the major
injuries. As to prevent such incident this is essential to have proper employees and staff which
ensure about the all the maintenance and reduce the incident. Both the maintenance and
housekeeping should follow all the rules and regulation which are made by the hotel so that all
the activities are done effectively, and this also help in effectively complete the safety audits
effectively.
Front office: There are also some rules and regulation are made for the hotel front office
which must be followed thoroughly as to avoid any kind of inconvenience. So, in this case the
management of Ritz hotel must follow certain rules for the reservation such as the hotel front
office department tend to ask the identification for assigning room or key. Beside this there is
law which indicates that their proper document of guest must be maintained by the liable
department which ensure about the safety and security of other people who are present in the
company. apart from this the law is made that there must be duplicate key which must be in the
hands of hotel which means that in emergency the staff can have access to the room and prevent
any cause and uncertainty. In Addition to this, a copy of rules and regulation is also kept in all

guest rooms for guest to read and understand the management policies. This can also include the
local government policies which have to be followed by the guest.
A working knowledge of the law governing in the hospitality industry is essential which
tend to create the brand name within the sector. For the hotel like Ritz the management must
make sure as to follow all the rules and regulation which help in securing and preventing the
legal rights of guest as well of hotel. Employees rooms division and other department must be
aware by the hotel law and the cause of breaking them. This goes for the hotel and other
hospitality sector such as restaurant and bars. Hence these are the laws which use to prevent the
customer safety and provide all the legal remedies which help in increasing the sales and
profitability of the firm effectively.
Critically analysis the yield management and revenue management
Yield management is the process in which the management determine the hotel pricing
and help in increasing the demand of the firm effectively. For the hotel chain like Ritz the
manager have responsibility to make sure that figure out the effective measure to increase the
revenue which help in sustaining for the longer time period. In the present business environment,
there is huge competition which makes difficult for the hotel to survive. So, this is vital for the
firm to manage and control the activities by proper implementation of yield management. There
are different elements in yield management which are explained briefly down below:
Group room sales: These are important for the for the hotel and yield management.
Hence this common for the hotel to receive the reservation from the group sales which help in
increasing the business in the well define manner. In the context of Ritz hotel, the manager must
measure the advance booking as it aids in determining the sales and profit of the company. Since
transient guests or FITs pay higher room rates than group business, the reservations should
consult its forecast staff whether to accept group business for better hotel yield.
Food and beverage activities: While catering functions are considered food and
beverage revenue generators, they can influence room revenue. In the case of Ritz hotel there
must be proper coordination among the room division and front office which help in increasing
the sales and profitability. For example, if the hotel has reservation for the 50 people so the room
division manager must ensure that there must be availability of room and other essential items
must be present which help in proper and smooth functioning.

Revenue management:
This refers to the strategic decision which is made by the pricing techniques which help
in increase the revenue and earnings for the company. Revenue management revolves around
measurement of what customers from different segments are willing to pay, and this can only be
done by measuring and monitoring the supply and demand of your hotel rooms. For increasing
the revenue for the Ritz hotel here some method which are explained in detail manner:
Build revenue culture: By increasing the services in the rooms will help to increase the
daily cost for the company. Hence the top-level management of Ritz hotel is responsible for
developing revenue culture in hotel which encourage employees to render better service which
increase the sales and profitability of the firm effectively.
Leverage events: Local events and attractions are a great opportunity to put together
packages for guests or offer additional services such as transport which tend to increase the daily
occupancy of hotel (Leoneti and et., al., 2019). So, this is vital for the Ritz hotel to ensure about
the conducting activities which help in increasing the revenue and daily room occupancy for the
longer time period.
The better you know the guest the more guest loyalty you can generate, which is
extremely important for recurring revenue. If you know you have a certain number of guests
returning each year, that’s more rooms you don’t have to worry about, and you can focus more
on upselling and cross-selling. So, this vital for the firm to make proper plan in order to sustain
for the longer time period.
CONCLUSION
From the above stated report this has been figure out that there Rom division plays a vital
role to increase the operation of hotel. There are different roles and responsibility such as
managing and directing the employees to improve the efficiency and provide effective service to
customer. Beside this management must be aware about the laws and regulation which are made
to ensure about for the smooth functioning. At last the yield management is very effective to
increase the sales and revenue for the firm and increase occupancy in a well define manner.

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