Analysis of Room Division Operations Management for Rosewood Hotel

This report provides an in-depth analysis of room division operations management, specifically focusing on the practices at the Rosewood Hotel in London. The report begins with an introduction to room division operations, emphasizing their importance in the hotel industry and their impact on customer satisfaction and profitability. It details the services provided by room division operations, highlighting the crucial role of the front office in customer interaction and information dissemination. The report then explores the roles and responsibilities within the room division, covering communication, handling inquiries, time management, room status maintenance, and front office staff management. It also examines the legal and statutory regulations that hotels, including Rosewood, must adhere to, such as safety regulations and data protection acts. Finally, the report delves into yield management strategies, discussing how hotels can optimize pricing and service offerings to maximize revenue and adapt to changing customer expectations. The report emphasizes the importance of balancing customer demand with pricing strategies to enhance profitability and maintain a strong market position for the hotel.

ROOMS DIVISION
OPERATIONS
MANAGEMENT

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................1
Services provided by room division operations...........................................................................1
Role and responsibilities..............................................................................................................2
Legal and statutory regulations....................................................................................................4
Yield management.......................................................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Room division operations are dealing with the operational management which helps with
the customers having a pleasant and enjoyable environment. Room division plays a very
essential role in the processing of hotel industry and it is so because the first interaction of the
staff of the hotel has with the guests. The profitability can increase which is a very important
factor for any industry and with the help of room division operations the working will be better.
Rosewood hotel is located in London, United Kingdom and is having 262 rooms with 7 floors.
The location of the hotel in the centre of the city which is making the hotel have a great
advantage for themselves and has 3 restaurants and 24 hours valet parking. In the following
report there is a discussion of the importance of room division operations, roles and
responsibilities of front office, legal regulations and strategies to increase the occupancy in the
hotel.
Services provided by room division operations
There are a set of expectations which the customers have from a hotel which have to be
fulfilled by the hotel so that they can have a strong portfolio in market. Room division operations
can make the company have a huge profitability so that the organization can make a luxury reach
the customers from time to time (Gregoire, 2016). The occupancy level of the hotel can increase
if this method is used in Rosewood so that there is a better functioning and productivity in the
organization. Front office provides the customers with all the information and comfort which is
required by the customers which is a very important factor for the company. The first impression
on the customers is made by the front office of the hotel so that the customers can get what they
expected out of hotel. There are a lot of factors which have to be considered so that the
customers can have a better stay in the hotel which is going to be very helpful. Front office has to
solve all the troubles which the customers are having from time to time so that they can have a
better functioning for themselves so that they can make the customers get the best of services as
much as possible (Hanif and et.al., 2017). There have to be records which have to be saved in
Rosewood of the customers so that they are aware of the people coming in the hotel so that the
hotel can have a better functioning and the customers can feel safe in the hotel. There have to be
hygienic environment which needs to be provided to the customers so that there is a better
functioning for themselves.
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Front office and housekeeping are the only departments which are in direct contact with
the customers which has to be good so that the customers want to travel to this hotel chain again
and again which will make the hotel have a better customer chain for themselves (Beunza, 2019).
Customers needs and demands keep changing from time to time which has to be followed by
Rosewood so that the hotel can have a maintained standard for themselves which would help the
organization have a better functioning for themselves. There will be a clarity of work and there
will be a better work division in the organization so that the organization can function better.
From office gets safety to the customers which is very important by putting camera's and other
technologies so that the organization can have a better functioning and the customers can feel
safe. Housekeeping helps the organization to have a better impression on the customers so that
they can have a better functioning for themselves. There are a lot of functioning which are taking
place in front office which are reservations, reception, desk, sales and marketing, concierge and
housekeeping (Argote and Hora, 2017). There are a set of standards which are set by Rosewood
for themselves so that they can have a better maintenance of themselves which would be helpful
in the organization. Expectations of the customers are increasing therefore it is very important
for Rosewood to live up to the expectations so that they can get loyal customers and there are a
standard of the hotel which is well maintained.
Role and responsibilities
There are different roles and responsibilities which all the departments have in a hotel
and the further report is going to discuss those factors so that there is a better understanding and
there can be a better functioning all together.
 Communication
There has to be a proper communication between all the members of the hotel which is
only possible by the front office. Front office is in direct contact with the customers therefore
they have to be kept in confidence so that the communication is strong in the organization. The
command on the language has to be strong so that the functioning has to be good. Feedbacks are
given by customers which have to be worked up on so that the next time they come they so not
face the same troubles they did this time. Front office has to make sure that this information is
being spread in the organization so that they improvement in the hotel can take place faster and
the customers can be satisfied (Abrhám and Lžičař, 2018).
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 Answering calls and mails
Front office has to make sure that all the mails and calls which are coming in Rosewood
have to be entertained and they are being very helpful as well. Any discounts or offerings for the
customers and the loyal customers of the hotel are being informed directly and from time to time
so that they feel comfortable and feel like they are important in the organization (Miranda,
2017). Customers feel comfortable when the hotel is contacting the customers directly and no
third party is involved in it. This can make the organization have more customer base and respect
for themselves in the market.
 Time management
Time management is very important in Rosewood because there are a set of standards
which the organization has set for themselves which have to be followed so that they can have
changes accordingly (Freeman and et.al., 2019). Tracking daily activities has to be done so that
there is a better functioning of the organization which is a very important factor. There are not
many technologies which is being used in hotel industry which is why it is very important for the
company to have a better understanding and functioning for themselves so that they can have an
effective functioning for themselves and get a competitive advantage.
 Room Status
Rosewood hotel's front office keeps a check on the rooms which are being provided to
the customers are up to the standards of what they are expecting and the housekeeping is
working on schedule so that the standards of the organization can be balanced. Customers of
Rosewood get the best of facilities so that there is a better functioning for themselves which is
going to be helpful for the company (Mattern and König, 2018). Front office has to make sure
that the customers are getting the best of facilities in Rosewood and if there are any troubles
regarding the rooms and accommodation then they are solved from time to time.
 Front office staff
The front office staff has to be maintained so that they can live up to the expectations of
the customers which is only possible when they haver a schedule for themselves. There are a lot
of responsibilities which have to be fulfilled by the front office staff so that they can make the
organization have a better functioning for themselves. It is very important for Rosewood to live
up to the standards which they have set over years and therefore the front office is well trained
and experienced to make the hotel get a competitive advantage. There has to be a clarity in the
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organization so that the functioning of the organization can be smooth and effective so that the
objectives and goals can be met from time to time (Choi, Cheng and Zhao, 2016).
Legal and statutory regulations
There are a lot of factors which have to be considered when there is a hotel which is
being operated in the market. Rosewood is having followed a lot of regulations so that they can
have a comfortable and smooth functioning for the customers. Customers have a lot of
expectations from Rosewood hotel London because over years the organization has gained a lot
of respect for themselves and have loyal customers in the hotel which have to be taken care of by
the hotel. The Safety Signs and Signals Regulations Act 1996, is being followed in Rosewood
hotel so that there is a better functioning in the organization and the customers can like the stay
they are having in the hotel. The customers are given this right so that they can be guided to the
right place on the right time so that they can have a comfortable stay and the organization will be
able to have a comfortable stay. It is very important that the organization has a better functioning
and the satisfaction of the customers matters a lot. Swimming pools have the depth of the pool
written so that the customers are aware of the safety measures which they should be taking even
if no one is on the guarding duty in hotel. There are timings which are written in Rosewood for
the swimming pool written as well so that the customers are aware of the rules of the
organization and there are no accidents which can be blamed on the organization. These
measures make the customers not get roaming in the hotel and enter into private areas of the
hotel which is a very important factor for the hotel.
Data Protection Act 1998, this is being followed in Rosewood because there are a lot of
customers who do not want their details to be shared with anyone else because that is a very
important factor for them. Data has to be protected from other people of the customers only then
the customers will feel safe in Rosewood and therefore the hotel is not letting out any detail of
the customers who are staying in the organization. It is very important for the hotel to keep track
of the customers who are coming in and going out of the hotel but letting out information is not
allowed (Cavka, Staub-French and Poirier, 2017). There are information of the hotel like
discounts and offers which are put out to the customers from time to time so that there is a better
functioning of the hotel. The hotel will have to have a lot of security for taking care of the data
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which they have been collecting for the customers because there are a lot of competitors in the
market who will want to take that away.
Yield management
There are a lot of factors which influence the customer which can make the company
have a maximum their profits. This is possible through the help of strategies and methods which
is known as yield management. The services of the customers differ on the price that the
customers are paying for the services they are asking for from the hotel. It is very important that
the hotel has a balance between the demand and price of the hotel so that the organization can
have a better functioning for themselves and attract the right customer base for themselves which
is a very important factor for them. Trends in the hotel industry is changing and the expectations
of the customers is also increasing because of that factor which Rosewood is very particular
about so that they can make the functioning of the organization better. There have to be offers
which have to be made by the organization so that they can have a better functioning for
themselves which is going to help the company have more customers and no one refuse those
kinds of offers (Boella and Goss-Turner, 2019). These offers can be given to those who are loyal
to the organization and that will make the image of the organization very good in the market and
portfolio as well. The services which are being provided by Rosewood are excellent and the
organization is having a great factor which they are considering which is good for the hotel and
will help the hotel to get a large customer base for themselves which is going to be very
beneficial.
It is very important for the company to have a better method to attract more customers
and that can be done when the organization has a better format for their functioning so that there
is a better functioning for themselves. There have to be events and festivals which need to be
organized in Rosewood so that they can attract more customers and this is a method which can
be used by the organization so that they can attract more customers. There has to be a buzz in the
market about the hotel and the hotel should have advertisements for attracting more customers
which is a very important factor for Rosewood to consider. The customers of the hotel are loyal
therefore there is no need of promotions to be done but if that is done then the hotel will get a
large customer base for themselves which is going to make the organization have more customer
share (Hourneaux, Carneiro-da-Cunha and Corrêa, 2017). Rosewood is engaged with online
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audience but that is not being so helpful because there are a lot of customers who do not know
about the hotel therefore promoting the hotel with new audience is very important and that is not
going to help just by online audience. Word of mouth is a method which is helping Rosewood
get the customers to the hotel but that is not practical for a long run in market because the
competitors in the area are increasing therefore it is very important for them to have different
methods which can be used.
CONCLUSION
From the above report it can be concluded that the front office and the housekeeping
department play a very important role to make the hotel industry function smoothly for a long
run in market. There are a lot of factors which have to be considered so that there is a better
functioning and understanding which will help the company to make better decisions for the
future. It is very important that the decisions in the organization are made according to the
internal and external factors of the company so that the working environment can be maintained
which will make the company have the best of competitive advantage in market. Different
departments have different roles to play in an organization so that the organization can have a
faster functioning in market and the objectives are met by the company faster. Demands and
needs of the customers are changing which have to be considered so that the organization can
make decisions and fulfil that need and demand so that the customers can get loyal to the
organization.
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REFERENCES
Books and Journals
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DEVELOPMENT: ANALYSIS OF A SELECTED KEY INDUSTRY. Journal of
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technology. Production and Operations Management. 26(4). pp.579-590.
Beunza, D., 2019. Taking the Floor: Models, Morals, and Management in a Wall Street Trading
Room. Princeton University Press.
Boella, M.J. and Goss-Turner, S., 2019. Human resource management in the hospitality
industry: A guide to best practice. Routledge.
Cavka, H.B., Staub-French, S. and Poirier, E.A., 2017. Developing owner information
requirements for BIM-enabled project delivery and asset management. Automation in
construction. 83. pp.169-183.
Choi, T.M., Cheng, T.C.E. and Zhao, X., 2016. Multi‐methodological research in operations
management. Production and Operations Management. 25(3). pp.379-389.
Freeman, N and et.al., 2019. The Economics of Overlapping Surgeries. Production and
Operations Management. 28(10). pp.2629-2652.
Gregoire, M., 2016. Foodservice organizations: A managerial and systems approach. Pearson.
Hanif, S and et.al., 2017. Distributed congestion management of distribution grids under robust
flexible buildings operations. IEEE Transactions on Power Systems. 32(6). pp.4600-
4613.
Hourneaux Jr, F., Carneiro-da-Cunha, J.A. and Corrêa, H.L., 2017. Performance measurement
and management systems. Managerial Auditing Journal.
Mattern, H. and König, M., 2018. BIM-based modeling and management of design options at
early planning phases. Advanced Engineering Informatics, 38, pp.316-329.
Miranda, F.A., 2017. Communications and Intelligent Systems Division-Division Overview.
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