Room Division Operations Management: Roles, Issues, Analysis Report

This report provides a comprehensive overview of room division operations management within the hospitality industry, with a specific focus on Hilton hotels. It explores key aspects such as accommodation services, including cleanliness and room status, and front office services like reservations, concierge, and bell person roles. The report delves into the roles and responsibilities of various staff members, including room attendants and front office receptionists, highlighting their duties and contributions to guest satisfaction. Furthermore, it addresses operational issues affecting front office performance, such as accounting and financial considerations. The report concludes by summarizing the importance of effective room division management and its impact on customer service and hotel image. References from academic sources are included to support the analysis and findings.

ROOMS DIVISION
OPERATIONS
MANAGEMENT

INTRODUCTION
 Room division in hotel management comprised hospitality services
like accommodation service, transportation services, restaurants and
food delivery service, housekeeping, front office, guest care service
etc.
 Hilton hotel service in room division operational management, hotel
staff provide the best accommodation, front office and responsibilities
to handle all functionality of hotel services.

ROOM DIVISION OPERATIONS
MANAGEMENT

IMPORTANCE OF THE FRONT
HOUSE AREA TO EFFECTIVE
MANAGEMENT
 Supervisors ensure hotel ambiance looks attractive which increases its
image.
 When customers enter the hotel, they first look design of hotel. Hotel
ambiance create image of hotel and their management as well,
supervisors ensure to include all arrangement in hotel ambiance like
lighting, decor etc.
 Ambiance of hotel design to maintain customers feel secure in hotel
and maintain all facilities like food, rooms and according to customer’s
satisfaction.

CONTINUE
 Ambiance of hotel is also depends on hotel environment and hotel staff
services, they well planned for facilities which provided to customers.
 Guest relations- Guest relation manger in Hilton hotel handled all
tasks relevant to their job responsibilities their following tasks are:
 In front office area guest relation manger ensure to maintain all desk
work of hotel area they ensure all customer's checkout details and
 new customer's entry details and they also available to handle all the
questions of customers about hotel and their services.

HOTEL PROVIDE SERVICE

ROLES AND RESPONSIBILITIES OFROLES AND RESPONSIBILITIES OF
THE ROOM ATTENDANT & FRONTTHE ROOM ATTENDANT & FRONT
OFFICE RECEPTIONISTOFFICE RECEPTIONIST
 Front office receptionist is responsible for duties like incoming
visitors, understand their concern, direction them in the right direction,
 Solving problems of customers, maintaining records of customers,
answering calls for customers and give right information about the
hotel and
 Their services, to handle query and make reservation as per
instructions of customers.
 In addition, the hotel room attendant and front office receptionist
involved to take other responsibilities like receiving mails and respond
to inquiry to customers through mails.

OPERATIONAL ISSUES AFFECTING
PERFORMANCE OF THE FRONT
OFFICE
 Accounting/ Financial - Some time front office department face affect
related to accounting area.
 Some time hotel front staff not ensure payments of customers and
 They invest more in hotel decoration and other area of hotel so
management cannot handle accounting section properly.

CONCLUSION
 From the above-mentioned report concluded how the hospitality
industry provide service to customers.
 Such as food service, accommodation service, transportation,
housekeeping, front office and other service etc.
 In this report also mention all the roles and responsibilities of general
manger trainee employees in hotel area, how
 they responsible to serve all these facilities. Till the end of report
comprised the calculation of room division performance of hotel area.

REFERENCES
 Walker, J.R. and Walker, J.T., 2016. Introduction to hospitality
management. Prentice Hall.
 Van der Wagen, Lynn, and Anne Goonetilleke. Hospitality
Management, Strategy and Operations. Pearson Higher Education
AU, 2015.
 Laudon, K.C. and Laudon, J.P., 2016. Management information
system. Pearson Education India.