Report: Room Division Operations Management at Clientele Hotel, London

This report provides a comprehensive analysis of room division operations management, focusing on the Clientele Hotel in London. It delves into the core functions of the front office and housekeeping departments, emphasizing their roles and responsibilities in ensuring guest satisfaction. The report examines the legal and statutory requirements governing room division operations, highlighting the importance of maintaining quality standards and adhering to health and safety regulations. It explores the services provided by the rooms division, including accommodation, food and beverage, and amenities. Furthermore, the report discusses the significance of property interiors and design for effective management, as well as the planning and management of accommodation services. It also addresses key operational issues affecting accommodation service providers, such as human resource management and linen services. The report concludes with an examination of revenue and yield management activities, sales techniques, and the purpose of forecasting and statistical data within the room division, including performance indicators used to measure the success of accommodation sales. The report references various sources to support its findings.

Rooms Division Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
Task 1...............................................................................................................................................1
1.1 Front office and housekeeping operations within the hospitality organisation.....................1
1.2 Roles and responsibilities of room attendant and reception services staff............................1
1.3 Legal and statutory requirements for room division operations...........................................2
1.4 Services provided by the rooms division in hospitality businesses......................................2
Task 3...............................................................................................................................................2
3.1 Importance of property interiors and design for effective management...............................2
3.2 Planning and management of accommodation service.........................................................3
3.3. Key operational issues affecting the management of accommodation service providers....3
Task 4...............................................................................................................................................3
4.1 Revenue and yield management activities to maximise occupancy and rooms revenue......3
4.2 Sales techniques to promote revenue....................................................................................4
4.3 Purpose of forecasting and use of statistical data's within room division.............................4
4.4 Rooms division performance indicators to measure the success of accommodation sales...5
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Operation management is very important for the design and control of any business. For
an effective working of any high rated hotel room division operation management plays a vital
role. This is very essential to serve the customers in a better way. In this report the room division
operation management of Clientele Hotel, London has been elaborated.
Task 1
1.1 Front office and housekeeping operations within the hospitality organisation
Front office is the most prominent department in a hotel. The employees at a reception
desk are the main communication centre for the guest in the hotel. It includes registration
section, telephone operators, cashier, information section, business centre, etc. Luxurious
accommodation facilities are provided for the customers. The employees works continuously till
the guest departure. Upgraded and attractive guest rooms are provided by them.
Housekeeping department is responsible for maintaining high standard associated with
the hospitality (Saadouli and et.al., 2015).They helps to provide clean , safe and comfortable
environment for the safety of the customers. Hence to have a control over the services provided
to the customers front office and house keeping department have to work in coordination with
each other. In case of any problem the customers can contact the departmental employees to
avail the benefits.
1.2 Roles and responsibilities of room attendant and reception services staff
It is the responsibility of accommodation service providers within the hotel industry to
provide the customers with the rooms as per their needs and desire. The food and beverage
facility is also provided by them. With the help of multilingual staff 24 hour room service is
provided to the customers. Well furnished rooms with other amenities like locker facility,
Refrigeration facility is also provided for the ease of customers. The customers can avail the
facility of 24 hours phone accessibility which is provided by the receptionists. Room attendant
try to resolve all the issues to satisfy the guest according to their needs.
Room division manager comes at the top of hierarchy. Front office and house keeping
managers have to report these managers for the efficient working. Assistant mangers,
production , software, mechanical or technical engineer comes below this level. In this way
efficient services are provided to the customers.

1.3 Legal and statutory requirements for room division operations
They are mandatory to maintain the quality standard relative to the hospitality industry.
The managers have to implement these regulations for the safety of employees and the customers
(Phillips, N., 2016) . For example, With the help of The Health and Safety Act, 1974 protection
can be given to the employees at work. The Data Protection Act, 1998 can be implemented to
protect the personal data of the individuals to safeguard their interest. The Fire Precautions Act
1971 protection can be provided to the people in case of fire. For this the location of fire fighting
equipments should be known to all the employees. Clean and hygienic accommodation facility
must be provided along with the internet accessibility. In this way , they can meet the standards
as per the statutory requirements.
1.4 Services provided by the rooms division in hospitality businesses
They provide excellent comfort level and quality services to the customers. Luxurious
accommodation is provided by them (Mills and Broughton ,2016). Greetings and presents are
also provided to the customers to grab their attention along with the personal care products like,
shoe polish, iron , etc. Branded cosmetics and bath products are also provided.
The room division operations of the Blue Train company provides the customers with
exclusive pillows and blankets along with the food facility. Similarly, room facility provided by
the restaurants includes proper bed and breakfast for the ease of the customers. In Cruises also
the standard of service can be maintained with the help of this department, like, food facility,
medical aid, etc.
Task 3
3.1 Importance of property interiors and design for effective management
Interior design can be defined as a decoration style used in the premises to grab the
attention of customers. For any hospitality industry food , drink and accommodation are the
basic requirements of the guest. Rooms should be designed as per the international standards.
Well furnished rooms with automated services forms the basic part of designing. Designer lobby
with decorative elements like flowers, pots, couches, etc. will help to attract more attention.
Richness and comfort should be maintained while this designing to serve in an effective manner.
Attractive reception hall with show lights, fountains , mattresses , etc. will help to bind more
number of customers. One has to follow the principle of property design while doing the
interiors. Balance, proportion, rhythm, emphasis and unity are the basic principles to be

followed. Either symmetric or asymmetric principles can be used to attain the balance in the
design. Proportion deals with the impact of that design on the customers. Rhythm is a way by
which the designing is perceived by the customers. Emphasis describes the focal point of the
design. Unity helps to integrate all the above factors together.
3.2 Planning and management of accommodation service
Proper planning has to be done by the managers to provide food , beverages ,
accommodation and other services for the sake of the customers. All the statutory requirements
have to be maintained for this according to the international quality standard. All the things
should be served to the guest as per their requirement. Wi-Fi facilities, refrigerators, lockers,
shoe polish, cosmetics and bath products should be provided to the customers. Managers have to
control these activities with the help of feedback given by the customers. Room status have to be
updated with the help of phone calls. In this way , best services can be provided to the customers
(Ryan, 2015) .
3.3. Key operational issues affecting the management of accommodation service providers
Human resources plays a significant part to control the operational issues of an
organisation. Many works are done by the housekeeping which includes room cleaning,
bedsheets , towels and blanket cleaning, providing bath cosmetics , etc. Proper coordination
must be there among the employees to facilitate the same. Sometimes there may be problem
related to linen washing. For this, proper training must be given to the employees to maintain the
requisite quality standards. Confusion may be there between the employees to deal with some
kind of cleaning. For this, the managers have to interact with them properly.
Task 4
4.1 Revenue and yield management activities to maximise occupancy and rooms revenue
In order to maximise the revenue after understanding and anticipating the customer
behaviour pricing strategy is implemented, which is termed as yield management. Various high
demand tactics of yield management are as follows:
 According to the demand of customers pricing should be done.
 Seasonal pricing should be done.
 Group room booking services have to be accomplished.
 Combo offers should be provided as per the needs of the customers.

For this , the help can be taken from the yield management software , for example, TSA which is
an up selling software in which as the manager feed the parameters, the price will be
automatically deflected (Dexter and et.al., 2014).
4.2 Sales techniques to promote revenue
Up selling room technique can be used to increase the profitability. Additional products
ans services are provided to the customers to grab their attention. With the help of additional
discount and other schemes Customer Loyalty Schemes will be helpful to increase the sales. One
has to provide effective lunch , breakfast , dinner and laundry services to the customers to grab
their attention(Wang and et.al., 2014). Hygienic practices have to be implemented.
4.3 Purpose of forecasting and use of statistical data's within room division
In order to analyse the future outcomes forecasting is done on the basis of historical
data's. The future demand of the customers can be evaluated from the same. The opportunities
and threats of the organisation can be determined with the help of this. Average revenue from the
rooms along with the extra services can be calculated with the help of this to satisfy the needs of
future generation (Davis and et.al., 2018). Below table shows the data's for one of the hospitality
services of US.
Illustration 1: ROOM MANGEMENT DATA's
Sources: Sales forecast,2018

With the help of this future estimation can be done. Informations related to revenue
generation relative to the room occupied have to be generated.
4.4 Rooms division performance indicators to measure the success of accommodation sales
For this various figures have to be calculated. Some of them are as follows:
Room occupancy Percentage: This can be calculated by dividing total number of rooms
occupied by the total number of rooms available times 100.
Average room rate can be calculated by dividing total price of rooms which are occupied
divided by the number of rooms occupied.
Revenue per available room: It is calculated by multiplying a hotel's average daily room
rate by its occupancy rates.
All these are yield management indicators.
CONCLUSION
To conclude we can say that for providing effective services to the customers , quality
standards have to be maintained by the hospitality company. Focus has to be given on the
interiors to garb the attention of more customers. Sound recruitment and planning has to be done
by the managers.

REFERENCES
Saadouli, H. and et.al., 2015. A stochastic optimization and simulation approach for scheduling
operating rooms and recovery beds in an orthopedic surgery department. Computers &
Industrial Engineering.80. pp.72-79.
Phillips, N., 2016. Berry & Kohn's operating room technique. Elsevier Health Sciences.
Mills, J. and Broughton, V., 2016. Bliss Bibliographic Classification: Class T: Economics
Management of Economic Enterprises. Elsevier.
Ryan, C., 2015. Trends in hospitality management research: a personal reflection. International
Journal of Contemporary Hospitality Management.27(3). pp.340-361.
Dexter, F. and et.al., 2014. Relative influence on total cancelled operating room time from
patients who are inpatients or outpatients preoperatively. Anesthesia &
Analgesia.118(5). pp.1072-1080.
Wang, J. and et.al., 2014. Modeling and analysis of care delivery services within patient rooms:
A system-theoretic approach. IEEE Transactions on Automation Science and
Engineering.11(2). pp.379-393.
Davis, B. and et.al., 2018. Food and beverage management. Routledge.
Online:
Room statistics, 2018. [online] Available through:<https://www.google.co.in/search?
q=actual+Rooms+Sales+forecast+from+any+of+the+Hotel&tbm=isch&tbo=u&source
=univ&sa=X&ved=0ahUKEwi33pTRhpbaAhXCpI8KHYOgAgkQsAQITA#imgrc=0C
1smKsBMO0mWM:>