Room Division Operations Management Report: Thistle Kensington Gardens

This report examines room division operations management within the hospitality sector, specifically focusing on the Thistle Kensington Gardens hotel. It explores legal and statutory requirements, emphasizing the importance of security and data protection. The report details the significance of the front-of-house area, outlining key functions like booking, information services, and customer registration, and analyzes operational issues that affect business performance, such as staff and technological challenges. Furthermore, it discusses the necessity of interior design for effective management and planning of accommodation services, including spacious rooms, cleaning services, and staff behavior, along with operational issues in this area. The report also covers revenue/yield management activities, sales techniques, and the use of forecasting and statistical data to increase revenue and occupancy. Finally, it identifies room division performance indicators to measure success, concluding that effective room division and operations management are essential for a hotel's status, reputation, and brand value.

Room Division
Operations Management

Table of Contents
INTRODUCTION...........................................................................................................................1
LO 1 ................................................................................................................................................1
1.3 Legal and statutory requirements that apply to rooms division operations. ........................1
LO 2 ................................................................................................................................................2
2.1 Importance of front of house area to effective management.................................................2
2.2 Planning and management for front house area for given hospitality management.............2
2.3 Operational issues affecting the effective management and business performance of front
office area. ..................................................................................................................................3
LO 3.................................................................................................................................................3
3.1 Necessity of interiors and design to effective management .................................................3
3.2 Planning and management of accommodation service function...........................................3
3.3 Operational issues for effective management for accommodation services for given
operation. ....................................................................................................................................4
LO 4.................................................................................................................................................4
4.1 Revenue/ yield management activities to increase revenue and occupancy in rooms..........4
4.2 Sales techniques adopted by room division staff..................................................................4
4.3 Use of forecasting and statistical data within room division................................................4
4.4 Room division performance indicators in order to measure success....................................5
Conclusion.......................................................................................................................................5

INTRODUCTION
In hospitality business, room division and operations management (RDOM) plays key
role in popularizing and showing the services structure along with status of the hotel. It plays
significant role in delivering better service and customer experience which are essential for rising
hotels standards (Hill, Jones and Schilling, 2014). Along with this, reports details about the
factors which must be taken care by the while managing the customers. Moreover, due to this,
business gets popular and profit margin increases. Current reports describe the service provided
by the room division and importance of front of house area. Further, report describes the details
about the effective business management and performance. At last, various techniques are
suggested which helps in increasing the occupancy and rooms revenue. It includes the rules and
responsibilities of the staff members while serving the customer and various managerial aspect
which helps to improve this service. The hotel discussed here is Thistle Kensington Gardens
which is 4* hotel located in Bayswater Road, London, UK.
LO 1
1.1, 1.2 and 1.4 are included in presentation.
1.3 Legal and statutory requirements that apply to rooms division operations.
Customer can be influenced by the service provided in hospitality business which makes
hotel successful. So, there is necessity of rules and regulation for proper maintenance. Thistle
Kensington Gardens is very concerned about these issues. All the security issues are handled by
the local safety & security department (Mills and Broughton, 2016). Moreover, if any emergency
help is required hotel directly contacts them. At various places cameras are placed which help
them to maintain the security. Along with this, regular maintenance of data is kept so no legal
regulation get break. Any mischief happened in this division, then person is prohibited to that
place. Along with this there is prohibition of unauthorized person in the hotel. Staff and
customers information are kept secured and protected. For further support or issues, hotel make
call to police for major cases. All this helps in getting more revenue and increase in brand name.
Such luxuries and pleasing service helps the customer to visit again.
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LO 2
2.1 Importance of front of house area to effective management.
It refers to the executing an efficacious variety of service and its performance in well
behavioural attitudes. In the firm, interior, exterior is considerable well-groomed but hotel more
focused on the quality of service, friendly environment and clean place. At front house office, in
Thistle Kensington Garden respective duties are followed:
 Booking: Staff keep the record of the customer reservation through various sources like
mail, phone or through app (Croson and et.al., 2013).
 Information booth: For any complaints or information customer can contact to the
information booth.
 Check-in and registration of customer: Proper security is maintained and in well cultured
way they are well-come, register their details and allotted their desired rooms.
 Customer account management: Maintains the necessary accounts details of customers.
 Other services: Further, staff is their which serve the customer as per their needs and
hotel rules.
The service provided by the customer makes customer fully satisfied. Such services
helped the firm to earn 10% increment in their occupancy rates, costing and earning more profit.
2.2 Planning and management for front house area for given hospitality management.
It contains the executed stages which are followed by the hotel to improve the staff
working and services. Further customers are provided free breakfast, special offers in stuffs and
best experience. The location is too close to places which are famous there. Hotel is having 30
rooms which are fully furnished and with beautiful items. It increases the star ranking and
generating more revenue. The luxuries provided to customer makes them feel like their homes.
Proper cleaning and hospitality services offered enhances the beauty of the hotel. Fresh air from
the garden and fragrance of flowers adds beauty to hotel. Further there is availability of free Wi-
Fi and HD TV service with modern bathroom. Such requirements meet the hotel star qualities
and helps to perform the business operation. All the department in the hotel helps to perform the
tasks in effective and concise way (Anderson and et.al., 2015). Further training and development
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with strategic approach is given to staff. Hospitality services are always taken care while dealing
with customers.
2.3 Operational issues affecting the effective management and business performance of front
office area.
Several operational issues which affects the performance of front area are:
Staff problems: Being the 4* hotel, business operation is continuous so staff can have problem
with working hours and number of days. During the time of vacations also staff needs to work
for long hours.
Technological problems: As most of things are getting upgraded so there are chances that due to
some technical issues, staff face issues in technologies (Armony and et.al., 2015).
Communication Gap: Sometimes customer is from other country so there may be communication
gap which affects the staff.
Further, involvement of new areas like gym, spa, pools and pub can help to increase the revenue
and profit of organisation.
LO 3
3.1 Necessity of interiors and design to effective management
Good quality service, advancement in technologies and luxuries interior helps the hotel to
flourish. Effective management and proper maintenance can make the upgrade to 5-star hotel.
Through this hotel governance can be shown. Moreover, safety and regulation are maintained to
avoid any unexpected condition in Hotel (Dobrzykowski and et.al., 2014). The role and
responsibilities are efficaciously maintained in the hotel. Accurate statistical data and monitoring
helps to maintain the quality and standards of service. The designing and rich
3.2 Planning and management of accommodation service function.
Following things can be adopted in the services:
1. Spacious room services: Space is very necessary for the customer to accommodate and
live flexibly. More area provided to the customer helps then to enjoy their freedom at
hotels.
2. Cleaning and servicing: Hospitality business now have become very competitive, so their
services should also be upgraded. Proper maintaining the service and better care to
customer helps in increasing hotel brand value.
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3. Behaviour of staff: Well-behaviour of the staff to the customers helps them to earn tips
and helps to maintain the service provided to customers (Romero Martinez and Fresquez,
2015).
Staff should maintain their services so that they could fulfil the international quality
services. Such things help to provide personalized satisfaction to customers.
3.3 Operational issues for effective management for accommodation services for given
operation.
Hotel has developed better communication strategies to help various customer from other
hotels. More focus is given on their welcome and greetings. Staff helps to maintain the cleanness
and other things very properly. They are trained with the cultural aspect to behave in front of
others and how team management can help them to achieve their goals effectively. Their positive
attitude and service have influenced the customers. Customer feel more flexible and friendly
with the staff there.
LO 4
4.1 Revenue/ yield management activities to increase revenue and occupancy in rooms.
Company needs to know their occupancy rate and average daily rate so that they can
evaluate their performance. It will help to reduce the risk of losing the potential customers.
Moreover, daily strategies should be made according to the accommodation which are full. If
hotel is getting less accommodation then they should offer other services to influence the
customers. Techniques and technology can help in maintaining the management activities and
increase the revenue.
4.2 Sales techniques adopted by room division staff.
Such techniques are adopted for influencing more customers. To attract more customer
agency linkage, promotional activities and cost leadership strategies can be adopted in the hotel.
Such techniques will help to increase the global standards of the organisation and will support
them to increase their revenue. Providing best services and price can help to increase the
business in effective ways (Smith and et.al., 2013).
4.3 Use of forecasting and statistical data within room division
They are used to maintain the historical data and helps in evaluation purpose. Moreover,
it helps to improve the future outcomes of the company. Further, future opportunities and
customer feedbacks helps to improve the performance and helps to avoid any threats. This also
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helps to gain more revenue and earn profit. Average daily rate and occupancy can help to
improve the data.
4.4 Room division performance indicators in order to measure success.
Performance indicators helps to evaluate the performance and generate more revenue. It
increases the reputation, standards, brand value and revenue of Hotel (Huang, 2013). Average
daily rate and other performance indicators can be used to evaluate the success level.
Performance can be improved by taking the proper feedback from customer via various services.
Conclusion
From the above report, it can be concluded that room division and operation management
is necessary and plays key role in determining the hotel status. It includes various management
and planning which helps to evaluate the business and supports the business development. Such
things increase the reputation and brand of the hotels.
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REFERENCES
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