Management of Room Division Report: Hotel Operations Analysis

This report delves into the core aspects of room division management within the hotel industry, primarily focusing on the experiences and responsibilities of a Room Division Manager at the Soho Hotel. The paper explores the roles of the front office, emphasizing its crucial function as the central communication hub, and examines the significance of effective communication with other departments. It also details the pivotal role of executive housekeeping in maintaining guest comfort and upholding the hotel's reputation, including the importance of cleanliness and staff performance. Furthermore, the report touches upon the preparation and review of night audits, labor costs, staffing considerations, and the importance of facilities management within a hotel setting. The analysis covers various aspects of hotel operations, staff management, and guest satisfaction, providing insights into the daily duties and strategic responsibilities of key personnel within the room division.

Running head: MANAGEMENT OF ROOM DIVISION
Management of Room Division
Name of the Student
Name of the University
Author Note

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Abstract
The purpose of this paper is to discuss about the room divisions management. As this is a
reflective paper, the discussions have been done in the first person narrative in most of the parts.
The most important topics related to this subject have been discussed thoroughly. The relevant
parts have been explained and by developing the ideas following the topic sentences. The
conclusions have been drawn from each of the topics as well as an overall conclusion.

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Table of Contents
Introduction......................................................................................................................................3
Roles of the Room Division Managers............................................................................................4
Front Office.....................................................................................................................................5
Topic sentence: What is the role of the front office in the hotel industry?.................................5
Idea Development........................................................................................................................5
Conclusion...................................................................................................................................6
Executive Housekeeping.................................................................................................................7
Topic sentence:- What is the role of the executive housekeeping in the hotel industry and what
are the implications?....................................................................................................................7
Idea Development........................................................................................................................7
Conclusion...................................................................................................................................9
Effective inter departmental communication...................................................................................9
Topic sentence: How does the front office effectively communicate with the other
departments?................................................................................................................................9
Idea development.........................................................................................................................9
Conclusion.................................................................................................................................13
Preparation and Review of the Night Audit..................................................................................14
Topic sentence: What is the significance of preparing and reviewing the night audit in the
hotel industry?...........................................................................................................................14
Idea Development......................................................................................................................14

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Conclusion.................................................................................................................................16
Safety and Security........................................................................................................................16
Topic sentence- What is the role of the safety and security in the hotel industry?...................16
Idea Development......................................................................................................................16
Conclusion.................................................................................................................................17
Labor cost and staffing..................................................................................................................17
Topic sentence: What is the relevance for the labor cost and staffing in the hotels?................17
Idea development.......................................................................................................................17
Conclusion.................................................................................................................................19
Facilities Management...................................................................................................................19
Topic sentence: What role does the facilities management play in effective rooms division in a
hotel?..........................................................................................................................................19
Idea Development......................................................................................................................19
Conclusion.................................................................................................................................20
References and Bibliography.........................................................................................................21

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Introduction
The room division management is an integral part in the hotel industry. As it is a known
fact that hotel industry is a very big industry being full of risks, there are no doubts that this
industry has many responsibilities towards its customers. The customers are the main
responsibilities for the hotel managers and the different sections of the operations management.
Hotel room division management is also such an extension for the employees working in the
hotel. I would focus on this aspect of the hotel industry extensively and this would be very
helpful for the hotel managers to distribute the responsibilities of the room division managers
properly. The hotel room managers should always be aware about their roles and responsibilities
because they will be managing their jobs only when they have extensive knowledge about their
duties. I have been chosen as the Room Division Manager of a five star hotel named Soho Hotel
situated in London last month and I had been facing some difficulties on assessing my roles as
the same. After a quite some time of practice, I have come to know that I am responsible for
looking after the comfort and luxury of every guest who visit the hotel.
I also became aware of my responsibilities when I came to know that I have to select and
hire the competent staff for the hotels. As the hotel is a five star one, many celebrity guests turn
up every day and they have to be looked after and I have to guarantee that they are taken care of
properly. I would have to make the arrangements for the proper training of the employees so that
they can serve the hotel and take care of the patients in a good manner. I think it is my duty to
serve my organization in the best way I can. I have to provide the best training to the employees
who are my subordinates. I would have the need to generate a great initiative so that I can inspire
the other employees in the hotel. I would have to be greatly dedicated to my organization as well
as contribute to their organizational success.

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I must have a good efficiency so that I would be able to lead the staff and motivate them
in many ways. I have analyzed my duties that my duties would include to work closely with the
executive housekeeping section as well as the front office. I would have to provide my service to
the guests all day long and meet their requirements at my best interest. I also have come across
that some customer complaints may arise in this aspect and I would have to resolve them as soon
as I can. As the Room Division Managers, I would have to be able to take the responsibilities as
24/7 operations at the front desk, reservation for the guests, concierge, taking the phone calls,
communicate with my hierarchy and the role of the night managers. I have learned from my
experience in this hotel that I would be responsible for the spot checking of the rooms to verify
that the needs of the guests are met. I have to authorize the schedules and rosters for the entire
staff, keep an eye on the budgets and expenditures to maintain them properly and help the sales
and marketing team of the hotel
Roles of the Room Division Managers
I would like to generalize the roles and responsibilities of the Room Division Managers
and then I would progress to be specific and highlight views on the different roles and the
associated responsibilities of them. Now, I would like to list the responsibilities that I would
have to play in Soho Hotel as the Room Division Manager.
 I would have to report directly to the Executive Assistant Manager (Rooms).
 I would make sure the timely, efficient and professional welcome to the guests who turn
up every day and also ensure a proper check-in.
 I would have to provide the customer satisfaction by the assistance of my front desk
colleagues.

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 I should be able to maintain a high morale that should cater to better productivity.
 I would have to maintain a good communication standard between the Front office and
other departments.
 I would always thrive to develop my colleagues. I would play the role of the Team
leaders and Mangers by motivating them and allocating them the tasks and make sure that
positive results are derived from this.
 I would see to the fact that the Opera System is configurated properly and well-
maintained.
 The input standards of the profiles and reservations have to be put in correctly by me.
 The level of service that is provided by the hotel has to be monitored by me and see if
any improvements can be done on this aspect.
Front Office
Topic sentence: What is the role of the front office in the hotel industry?
Idea Development
The Front Office department is the most important department in the hotel and is
responsible for the most important responsibilities in the hotel industry. I have identified the
responsibilities that I have to take as the room division Manager to take care of the front office.
Ass most of the information regarding the hotel begins from here, I would have to provide the
information about the porters, switchboard operators, GSAs and concierge. As these employees
are the most valuable in the hotel, I would have to provide the relevant information to the guests
about this. I will have to develop a good relationship with the other departments and the
concerned employees. I will have to know whom I can approach for the further assistance. I must

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be able to process and develop the procedures for the front office so that I can pass on the
information. The Front office is the one department that has to interact with all the departments
of the hotel
The front office works as the central point for communication with all the departments.
Communication is a very integral part in the hotel industry and the front office must act as the
pioneer to communicate with all. The General Manager of the hotel will set the mission and
vision of the hotel organization and pass on the relative information to the Front office Manager
about the budget and other matters. He will be responsible for achieving those goals within the
specified time. It is a basic fact if the front office does not communicate the important
information with the other departments, the entire process will be hampered. The PMS system is
another part of the hotel industry that has a direct connection with the Housekeeping, Food and
Beverage, Marketing and Sales, Gift Shop, finance, engineering and several other departments.
The staff of the front office will have to coordinate with the important works like
communicating, accounting, safety and security of the guests and benefit from the PMS systems.
Conclusion
I have gone through the roles and responsibilities of the front office managers. I suppose
that the front office managers are responsible for the entire things that are going on within the
organization and they have to keep a balance in the procedures of all the organizations. They
have to keep all the updates about the things that are happening in the organization. This should
be kept in mind by the front office managers and they should be able to coordinate with the other
departments effectively.

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Executive Housekeeping
Topic sentence:- What is the role of the executive housekeeping in the hotel industry and
what are the implications?
Idea Development
In this segment of discussion, I would highlight the roles of the housekeeping department
in the hotel industry. The housekeeping is an important part of the hotel industry since the hotels
are considered to be the second home away from the actual home. The loyalty to the guests is the
ultimate factor that matters. The employees who belong to the housekeeping department does not
interact directly with the guests yet they play a vital role in maintaining the reputation of the
hotels. Comfort for the guests is very important for the hotels and it can be provided to them by
the sincerity of the housekeeping staff. The guest comfort can be achieved by keeping the public
places like terraces, lawns, staircases, lifts and lounges clean as well as the rooms for the guests.
The housekeeping staff should be performing their jobs in such a way that the guests should
remember the memories of that particular place and cherish it.
I would also mention that the performance of the house keeping staff should be able to
impress the guests at their best interest. The house keeping staff should also make sure that the
hotel operations are properly done and it is successful. They should perform their roles in such a
way that the hotel always runs in profit. I would suggest the hotel authority to keep an eye on the
behaviors of the housekeeping staff as well as ensuring their well-being. The housekeeping staff
should always keep the bathroom clean and tidy and be able to respond in quickness by
supplying the extra towels and toiletries. An executive housekeeper has many employees
working under them. The ranks under the executive housekeeper are Attendant Supervisor, Floor

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Supervisor, Laundry Supervisor, Room Attendant in the morning and night shifts, Public Area
Attendant, Laundry Attendants for morning and night shifts. The executive housekeeper is the
head of the housekeeping department and he develops the systems and overlooks if everything is
good. He has the responsibility to plan effectively and communicate them to the other
departments to organize the procedures. The executive housekeeper must be able to understand
how the other departments are intertwined and how they act. This will help them to understand
what kind of schedules they have to make for the employees working under them and what kind
of tasks they must be assigned with. They should keep track of the placed orders and see to if all
the orders are properly maintained. The executive housekeeper has the responsibility to preoare
the budget of the department and then forecast the costs for it. I suppose it is also up to him on
how to improve the services of the hotel and recommend it to the concerned managers.
The executive housekeeper should be able to control and maintain the staffing levels
within the hotel. Another important role that the executive housekeeper has to perform is about
the recruitment of the eligible candidates. They should take the interviews, select and recruit the
employees into the department. Then they should also arrange for the induction of those new
employees. The executive housekeeper is also in charge of the various things like the room
assignment to the guests, controlling the cleaning of the rooms, preparing the data sheets for the
material safety. They should make sure the occupational safety and health administration be
maintained by the concerned persons. They should make arrangements for the frequent room
inspections by his subordinate employees. I also think that the executive housekeepers should
look after the outsourcing of the housekeeping activities. I must mention that the hotel executive
housekeepers should make partnerships with the professional associations to make sure a better
service.

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Conclusion
The executive housekeeping is one of the most vital departments because they see to the
comforts and discomforts of the guests. The executive housekeeping staff is the lead in the
housekeeping department and he is responsible for all the mistakes being done by the
department. I think the housekeeping staff should perform their jobs properly and efficiently that
will help to keep up the reputation of the hotels.
Effective inter departmental communication
Topic sentence: How does the front office effectively communicate with the other
departments?
Idea development
The front office has many other important responsibilities and I would have an important
role to play in this communication system. I would have to make sure that the front office staff
should be able to communicate with the housekeeping staff to deliver the best hospitality
services. There is a position called the Rooms Controller in our hotel that bridges the
communication between the front office and the housekeeping. The front office should note if
the housekeeping staff have completed their job properly. The room status should be
communicated between the front office and room attendants that would be helpful for the guest
occupancy. The front office staff should communicate effectively with the floor supervisor or the
room attendants about the room status. The front desk depends on the housekeeping staff
because it helps them to tackle the unexpected and unusual circumstances properly. The house
statistics, security concerns and other aspects should be communicated with the front desk office
for a better solution. If the guest security is hampered, the Front Office managers can take any

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steps that they find useful in this case. The front desk managers play an important role in the
timely distribution of the sales projects and it helps the executive housekeeper in approving the
employees’ personal leaves and vacations. The room sales projections have to be distributed by
the Front Office Manager that he prepares for the scheduling of the employees. The
interdepartmental cooperation between the marketing and sales team, Front office and
maintenance team is very essential. The cleaning of the rooms and the associated things are very
important aspects of the mutual cooperation between the Front Office and other departments.
The fact of the food provision on certain intervals is very essential for the hotels to
deliver. I will definitely make sure that this is well executed for the satisfaction of the guests.
The daily availability of the restaurants for the guests should also be ensured by me. The front
office department has to convey the guests about the scheduled events and the matters of bill
payments to the guests since it is very important the banquet department. It is also the duty of the
front office to deliver the relevant information to the new guests who do not have any idea about
the hotel’s property. The front office should communicate with the guests about the entire
banquet. It is the duty of the Front Office Manager to set up some standard some regulatory
processes that every front office staff should communicate with the employees. The Front office
should also work effectively for the safety and security of the guests. The Security department
can make sure the safety of the guests through room safety checks. They can back the
management up about the poor behavior of the guests. The maintenance department has some
responsibilities in ensuring the best services being provided to the guests. The maintenance
department has some important roles to play like they have to listen to any complaint that comes
from the side of the guests about anything in their service. The complaints about the in-room
furnishings and the relative fixtures and furniture in the room have to be passed on to the Front