Analysis of Room Division Management and Operations at Clientele Hotel

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This report provides a detailed analysis of room division management, focusing on the operations of Clientele Hotel. It covers key aspects such as accommodation and front office services, roles and responsibilities of staff, and legal and statutory requirements. The report delves into the significance of the front house area, planning and management strategies, and operational issues impacting effective management. Furthermore, it explores the importance of property design and interiors, critical aspects of planning and management, and related operational issues. The report also examines yield management activities to maximize room revenue, sales techniques, the purpose and use of forecasting and statistical data, and room division performance indicators. The conclusion summarizes the key findings, and references are provided for further reading.
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Room Division
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Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Accommodation and front office service for various enterprises..........................................1
Covered in PPT............................................................................................................................1
1.2 Roles and responsibilities of accommodation and reception services staff...........................1
1.3 Legal and statutory requirements...........................................................................................2
1.4 Services offer by room division.............................................................................................2
Covered in PPT............................................................................................................................2
TASK 2............................................................................................................................................2
2.1 Significance if front house area.............................................................................................2
2.2 Key aspects of planning and management of front house area..............................................3
2.3 Key operational issues affecting effective management........................................................3
TASK 3............................................................................................................................................4
3.1 Significance of property design and interiors........................................................................4
3.2 Critical aspects of planning and management.......................................................................4
3.3 Operational issues affecting business performance and effective management....................5
TASK 4............................................................................................................................................5
4.1 Yield management activities to maximise rooms revenue....................................................5
4.2 Sales techniques that can be use by room division staff........................................................6
4.3 Purpose and use of forecasting and statistical data................................................................6
4.4 Room division performance indicators..................................................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8
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INTRODUCTION
Room division is known as one of the most significant function of hospitality sector.
Manger of hotel is the one who remain responsible to utilise all resources in a way that available
land by use at an optimum level and high profits from the rooms can be generated. Front office
of hotels play a big and significant role in all this (Sia and Wieland, 2011). Clientele hotel that
provide various facilities to large number of individuals is taken in this report for study. Front
office and accommodation services for various enterprises in given in this. Further, various
services offer by room division with importance of house area is all mentioned in this report.
TASK 1
1.1 Accommodation and front office service for various enterprises
Covered in PPT
1.2 Roles and responsibilities of accommodation and reception services staff
Roles and responsibilities of a room attendant of a hotel
Major roles perform by the room attendant of hotel Clientele is given below under the following
points:
Preparing and cleaning rooms: Room attendant is the one who remain responsible to
clean the rooms from top to bottom so they can provide better and quality services to its
customers. This consists functions from maintain bed, do dusting of furniture and room,
clean bathroom, vacuums and many more.
Customer service: Attendants are the one who are responsible to interact with guests so
they can share their both positive and negative experience. This help attendant in identify
the areas of improvement in order to make their experience a positive one. Provide safety
to guest is also come in this.
Roles and responsibilities of front office receptionist of Clientele hotel is given in following
points:
Attend and forward calls
Welcome and greet customers with a big smile.
Ensure safety and security of both guest and their luggage.
Maintain an optimum level of inventory to satisfy the needs of customers.
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Arrange and provide accommodation and travel services to guest.
1.3 Legal and statutory requirements
In order to formulate effective policies and to provide better services to its clients, it is very
essential for manager to fulfil all legal requirements and consider all laws related with providing
services to customers. Following are the major laws:
Health and safety act: This act indicate that manager is the one who remain responsible
create and provide healthy working environment to the individuals work at enterprise.
This reduce the number of accidents take place at workplace and support employees to
perform their job roles in effective manner.
Fire regulations act: It is the responsibility of manager to carry out an assessment related
with fire risk. For this all infrastructure and fitting of hotel should be effective. There
should a fire exit.
Data Protection act: It is very important for that for employer to keep the personal
information of employees confidential.
1.4 Services offer by room division
Covered in PPT
TASK 2
2.1 Significance if front house area
Front house area is the one that play a significant role in any hotel. When all employees
perform their job roles in an effective manner then it help hotel in provide featured services to its
customers.
Guest relations: Front office is the one that allocate rooms to individuals as per their
specific needs and requirements (Washington and Patterson, 2011). This help in satisfy
customers and encourage them to visit again.
Various services are offer related with greetings of guest this help in maintain good
relations with them.
Security services:
Front office offer various service to cover the safety issue of guests. It support in get their
support and retain them for long time period.
Significance of ambience:
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Front office remain responsible to provide featured and quality services to customers this
help in attract more individuals.
2.2 Key aspects of planning and management of front house area
Various aspects are there which help front office to manage all activities in an effective
manner. These are given below:
Planning: Under this function, manager formulate plans and decide future activities
perform by company to attain its set goals and objective. One of the main benefit of this
is that it help in bring cooperation among various business functions and increase
effectiveness of commercial activities (Stewart and et. al., 2013).
Organising: In this manager decide and allocate the resources require to complete the
given project.
Coordinating: Different communication tools are use by front house to bring cooperation
among various business functions.
Staffing: In this manager carry out recruitment process to hire skilled candidate for
perform various function.
Leading: Manager perform a role of leader and guide employees to perform their job
roles.
Control and evaluation: In this performance of workers are examine to idetify areas of
improvement.
2.3 Key operational issues affecting effective management
Different operational issues are which impact on functions perform by front office area of
Hotel. These issues affect the quality of services offer by hotel. These issues can be understood
by the following points:
Financial: It is very important for a business entity to have adequate amount of financial
resources so it can execute all commercial activities and can attain its set goal. It is very
important for manager to collect and maintain all accounting information as this help in
utilise all funds available to company.
Marketing and sales: Marketing is carry out by business enterprise in order to do the
promotion of its products. It help firm in attain its set sales objective.
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TASK 3
3.1 Significance of property design and interiors
All interior and design play a big role in a hotel as this is the one that help in attract more
number of customers and also support in satisfy their needs.
Interior design: This is known as that art that make the rooms and environment of hotel much
attractive which increase customer base of firm. Clientele Hotel require to give more emphasis
on public space, bathrooms, rooms and many more. One of the major objective of interior design
is given as follows:
Attract large number of customers.
Make the experience of customers a better and positive one.
Offer better accommodation services to all clients.
Create and provide pleasing environment to all guest in order to encourage to visit again.
Types of design
Major types of design are as follows:
Guest room configurations: It involve provide gift and surprises to every customer. This
enhance loyalty of customers and increase profits of enterprise.
Design lobbies: Attractive lobby help in get positive reaction of customers and encourage
them to buy the services.
Elements of design
Balance
Unity and Harmony
Details
Scale and operations
Focal point
3.2 Critical aspects of planning and management
Proper planning is very essential for every business enterprise in order to attain success and
to provide better services to its clients. Major aspects that can be utilise by Clientele hotel to
manage all its functions are as follows:
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Guest supplies: Manager require to focus more to provide basic and effective facilities to all
its customers such as working desk, bath robes, high speed net, air conditioning, facility of
TV and many more.
Control and update status of client: It is very important for manager to have a detailed
information about customers like who check in and check out (Kerzner, 2012). In this way,
manager can utilise the accommodation an optimum level and can generate more profits.
3.3 Operational issues affecting business performance and effective management
So many factors are there which affect the performance and functions perform by hotel. It is
very important for manager to identify and manage all factors so hotel can provide better
services to customers. Major factors can be understood by the following points:
Human resource management issues related with housekeeping: Employees play a big role
in success of every business enterprise especially in hospitality industry. These are the one
that communicate with customers directly. In related to this context, it is very important for
manager to conduct training programmes for employees so they can learn about how to deal
with customers. Housekeeper should be instructed to clean all areas of hotel as this help in
satisfy the needs of customers and encourage them to visit again. Effective communication
should be use by manager to communicate with employees as with this workers can be
aware about their job roles and responsibilities and they can contribute more in success of
entity.
Quality linen control: Various quality management tools should be use by the manager of
Hotel in order to maintain and provide quality services to its customers. For this latest
technology should be use by Hotel in this way, entity can attain its set goals and objective.
TASK 4
4.1 Yield management activities to maximise rooms revenue
Different techniques are there which can be utilise by firm to maximise rooms and
occupancy revenue. These are give below under the following points:
Yield management: This pricing strategy is use by manager to direct the customer's
behaviour with the aim of maximise company's profits. It help in use available resources
and funds at an optimum level.
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High demand tactics of yield management: This is another strategy which consists reduce
room allocation of groups, close or restrict discounts, application of minimum stay
restriction and tighten cancellation and guarantee policies.
4.2 Sales techniques that can be use by room division staff
Major techniques that require to be implement by Clientele hotel in order to market its
services and to increase the number of its profits can be understood by the following points:
Discuss up selling rooms: This method consists various methods to sale rooms to guests
and use incentives techniques to encourage employees to work well and greeting with all
guests with a great smile. All this help in satisfy the needs of customers.
Customer loyalty schemes: For generate large amount of profit and to sustain in market
for long run, satisfy the needs of customers and get their loyalty is very essential.
Promotion of current products and services: It is very important to make the customers
aware about the services offer by firm such as various dishes serve in breakfast, lunch
and dinner.
4.3 Purpose and use of forecasting and statistical data
Forecasting is the process, in which entity determine the need of products and services
offer by it to satisfy needs of customers. Main purpose of forecasting is given below under the
following points:
To develop and implement effective policies.
To determine the needs and wants of customers.
To attain set goals and objectives in effective manner.
To identify and examine the factors that affect the demand of customers.
To deliver better service to customers in time.
Create and deliver new facilities.
Information requires for effective forecasting of rooms is given in following points:
Detail related with occupancy of last one year.
Formulate effective plans in order to get competitive benefit.
Anticipated overstays of rooms.
Detail of non guaranteed reservations in order to ascertain the room availability.
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4.4 Room division performance indicators
Various room division performance indicators are there that can be analyse by the
management of hotel to examine the success of accommodation sales. These indicators help in
formulate effective strategies which increase profits of enterprise. Most effective methods that
can be use by firms are as follows:
Room Occupancy Percentage
= Number of rooms occupied/ Number of rooms available
= 880/1000= 88%
Average room rate
= Rooms revenue/ Number of rooms sold
= $50000/880= $ 56
Revenue Per Available Room
= Actual rooms revenue/ Number of available rooms
= $50000/ 1000= $50
CONCLUSION
From the given project report, it can be concluded that front office play a effective roles in
success of a hotel so it is very important that all roles should be perform well by this. By fulfil
all type of legal requirements and by provide effective services to its customers, entity can attain
it set goal. It is also very essential that effective communication channel should be use by front
office as with this a cooperation can be maintain among all functions perform by business entity.
With help of forecasting, company can provide better and quick services to its customer and can
retain them for a long time period.
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REFERENCES
Books and Journals
Evertson, C. M. and Weinstein, C.S. eds., 2013. Handbook of classroom management: Research,
practice, and contemporary issues. Routledge.
Guenther, T. W., 2013. Conceptualisations of ‘controlling’in German-speaking countries:
analysis and comparison with Anglo-American management control
frameworks. Journal of Management Control. 23(4). pp.269-290.
Kerzner, H. R., 2012. Project management case studies. John Wiley & Sons.
Miller, S., 2012. The effect of insurance on emergency room visits: an analysis of the 2006
Massachusetts health reform. Journal of Public Economics. 96(11-12). pp.893-908.
Sia, I. G. and Wieland, M. L., 2011, April. Current concepts in the management of tuberculosis.
In Mayo Clinic Proceedings (Vol. 86, No. 4. pp. 348-361). Elsevier.
Spigel, L., 2013. Make room for TV: Television and the family ideal in postwar America.
University of Chicago Press.
Stewart, C. A. and et. al., 2013. Interferon-dependent IL-10 production by Tregs limits tumor
Th17 inflammation. The Journal of clinical investigation. 123(11). pp.4859-4874.
Washington, M. and Patterson, K. D., 2011. Hostile takeover or joint venture: Connections
between institutional theory and sport management research. Sport Management
Review. 14(1). pp.1-12.
Zong, Y. and et. al., 2012. Application of model predictive control for active load management
in a distributed power system with high wind penetration. IEEE Transactions on Smart
Grid. 3(2). pp.1055-1062.
Online
Operating room pooling and parallel surgery processing under uncertainity, 2017. [Online].
Available through:<https://pubsonline.informs.org/doi/abs/10.1287/ijoc.1100.0396>.
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