Clientele Hotel: Room Division Operations Management Report Analysis

This report delves into the multifaceted world of room division operations, using Clientele Hotel in London as a case study. It examines the crucial roles and responsibilities of the front office and housekeeping departments in ensuring customer satisfaction and hotel success, while also highlighting relevant legal and statutory requirements such as the Health and Safety Act 1974 and Data Protection Act 1998. The report explores the significance of property interiors and design in effective management, the planning and management of accommodation service functions, and operational issues related to human resources within housekeeping and quality linen control. Furthermore, it covers performance revenue and yield management activities, sales techniques to promote and increase revenue, and the purpose and utilization of forecasting and statistical data, concluding with room division performance indicators to measure success. The report provides a comprehensive overview of the key components of successful room division management within the hospitality industry.

Room Division Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1: Accommodation and front office in different organisations...........................................1
1.2: Roles and responsibilities of room attendant and front office.........................................2
1.3: Legal and statutory requirements relating to room division operations..........................2
1.4: Services provided by room division in different type of hospitality businesses.............3
TASK 2............................................................................................................................................3
Covered in PPT.......................................................................................................................3
TASK 3............................................................................................................................................3
3.1: Significance of property interiors and design to effective management.........................3
3.2: Planning and management of accommodation service functions...................................4
3.3: Operational issues relating to human resource within housekeeping and quality linen
control.....................................................................................................................................4
TASK 4............................................................................................................................................5
4.1: Performance revenue and yield management activities..................................................5
4.2: Sales technique to promote and increase revenue...........................................................5
4.3: Purpose and utilisation of forecasting and statistical data...............................................5
4.4: Room division performance indicators to measure success............................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Room Division is the combination of various departments and function which plays a
crucial role in providing an effective services to customers with a motive of maximising their
level of satisfaction. The assignment report is overall about clientele Hotel which is located in
London. The roles and responsibilities of front office and housekeeping wing in the growth and
success of Hotel has been also discussed under this report. There are important legislations such
as Health and Safety Act 1974 which directs an organisation to adopt safety measures in order to
protect their customer from any miss-happenings occurred in Hotel is also explained under this
project. Front house area of Hotel plays a significant role in creating communication channels
through which one department can able to communicate to with other departments. Interior
design along with their different types are also covered under this report. There are different
issues which may arise in performing operational activities in Hotel are also summarised under
this report (Assaf and Agbola, 2011).
TASK 1
1.1: Accommodation and front office in different organisations
There are different types of organisation in hospitality industry such as five star hotels,
budgeted hotel, guest house etc. Every organisation has their own front office and other
departments which contributes their maximum efforts in maximising customer's level of
satisfaction.
Accommodation: It refers to such place which are offered by Hotel to their customers for
the purpose of stay for certain period of time. Along with the accommodation facilities, there are
also other facilities such as food, T.V and other facilities which can be provided by Hotel. For
example Limewood is a five star Hotel which provides luxurious services such as swimming
pool, massage, cab services etc. to their guests with additional basic services. Clientele Hotel, a
Budgeted Hotel which only provides accommodation and food facilities in their organisation.
Front office: It refers to the office which are located in prime location in Hotel who are
liable to welcomed customers at the time of arrival and allocate rooms as per their requirements.
Limewood has many expensive sceneries in their front office and adopting updated technology
for checking availability of rooms and booking tickets. Clientele Hotel, a budgeted hotel believes
1

in providing hospitality services at an affordable prices instead of spending money on
decorations and interiors design (Batun and et.al., 2011).
Housekeeping: This division of a Hotel is held liable to clean all premises and rooms in
a Hotel with the purpose of providing comfort to their guests. Clientele Hotel is focuses on
cleaning room twice in a day so as to ensure cleanliness. Limewood is an expensive hotel which
charges more money from their customers and in return they ensure them to provide clean room
and common areas.
1.2: Roles and responsibilities of room attendant and front office
Room attendant is an important part of a Hotel thus playing crucial roles and
responsibilities which are defined as below:
 They are liable to create a hygienic and safe environment for their clients through giving
more efforts in cleaning rooms and ensure complete premises.
 Room attendants are accountable to maximise the satisfaction level of customers through
communicating them in an effective way.
 Front office receptionist which are located at centre at Hotel due to which they are the
first one who deals with clients and creates better impression in front of their guests.
Their roles and responsibilities are defined as below:
 They are liable to provide sufficient information to their guests about the types of rooms
along with their prices. They must good in communication so that they can able to deal
with clients of different countries.
 They are play an important role in removing all such issues and problems the customers
faces while staying at Hotel through providing optimum solutions (Bertolini and et.al.,
2011).
1.3: Legal and statutory requirements relating to room division operations
Different laws which must required to apply by Room division while providing their
quality services. Such laws are mentioned as below:
Health and Safety Act, 1974: According to this act, the management of Hotel should
required to provide various safety measures and equipments in order to protect their clients from
by miss-happenings. They should required to attached warning poster on the walls in order to
prevent their guest not to do such harmful activities.
2

Data protection Act, 1998: According to this Act, the management need to secure
important data of customers so that it cannot be used by third parties in an illegal way.
Fire regulation Act, 1971: This act directs the Hotel to adopt safety measures in order to
protect their gust from any fire occurrence. The management are required to install fire
extinguishers and other equipments which are helpful in controlling fire. Clear instructions need
to be given in form of poster that what to be done at the time of fire for example using stairs
instead of lift (Caunhye, Nie and Pokharel, 2012).
1.4: Services provided by room division in different type of hospitality businesses
Room division covers different areas in terms of providing their rooms services along
with basic facilities. Such areas includes:
Blue train (Train companies): Providing quality food to their customers along with
blanket and pillow with a motive of providing them comfort while travelling.
(B&B): These are the restaurants which provides accommodation facilities as well.
Clientele Hotel is an example which offers food to their customers.
Cruises: Room Division also manages cocktail parties, organising dinner programs,
providing salon and spa services in cruise along with accommodation facilities (Front Office
Management, 2017).
TASK 2
Covered in PPT
TASK 3
3.1: Significance of property interiors and design to effective management
Interiors design: It is a part of strategy made by manager regarding making interiors
changes in the Hotel with a motive of creating good atmosphere to their guests and employees.
Decorating walls, floor and other areas will help in grabbing attention of large number of
customers (Khanna, 2015).
Objectives of interior design:
 Providing travelling facilities to the upcoming and outgoing customers.
 Creating good atmosphere in Hotel so as to maximise customer's satisfaction level.
 Increases the image and reputation of Hotel.
3

Types of design:
Designing lobbies: Making changes in lobbies related with design which brings good
reputation towards clients.
Guest room configurations: Attaching beautiful poster and sceneries on the wall will
help in attracting customer's attention (Sporn and Roberts, 2012).
Elements of design:
 Unity and Harmony
 Balance
 Focal points
 Scale and operations
3.2: Planning and management of accommodation service functions
Guest supplies: In addition to room services, there are other special amenities ass well in
Hotel such as Wi-Fi connection, T.V, sound system, skincare products etc. Clientele hotel need
to make plan and strategies regarding offering other services as well (Langabeer II and Helton,
2015).
Controlling and updating status of room: It is important to get accurate information
about availability of rooms so that they can accordingly allot rooms to new guests (Spigel, 2013).
3.3: Operational issues relating to human resource within housekeeping and quality linen control
Human resource is considered as a valuable asset of an organisation which contributes
their valuable efforts in providing hospitality service to customers in more effective manner.
Thus, to operate operational activities there are some issues which may arise at workplace.
Housekeeping and Quality linen control:
 Due to poor communication skills the employees in house keeping faces difficulties about
dealing with customers comes from different cultures and countries.
 Most of the workers in housekeeping do not have any knowledge how to use cleaning
equipments which restrict them in bringing efficiency in work.
 The employees are not focusing on maintaining their work quality for example some of
the workers are not wearing clean clothes which brings disinterest among client to call
them when needed (Lewis and Brown, 2012).
4

TASK 4
4.1: Performance revenue and yield management activities
There are several techniques which helps in increasing the occupancy and room revenue
which are mentioned as below:
Yield management: It is a pricing strategy which varies according to the perception and
behaviour of customers so as to maximise their satisfaction level as well as increasing revenue
through using limited resources.
High demand tactics of yield management: Following are the some high demand tactics:
Discount offers: Offering discount to the clients who arrives at hotel during season is an
effective tactic for filling the vacant rooms and maximises revenue. Thus, there are different
kinds of discount which are required to be adopted by management in order to attract lots of
customers.
Additional perks: Offering breakfast and cab facilities at free of cost are some additional
facilities which may provided without charging any cost from customers. Such facilities may be
available to those customers which are arrived at hotel on regular basis (Li and et.al, 2014).
4.2: Sales technique to promote and increase revenue
Customer loyalty schemes: Hotel need to focus on bringing new loyalty schemes where
they offer special discount to the customers who stays in hotel on regular basis. This can be
useful for retaining loyal customers and generate huge revenue.
Promotion of services: Hotel need to decide offering breakfast and dinner for one day to
such customers which are arrives in Hotel for the first time. Through making such an effective
strategy, Hotel can able to attract new customers and retain them for longer period
(Shekherdimian and Lee, 2011).
Tricks for selling rooms: Giving equal treatment to each customers and inform them the
benefits of staying in this hotel can increase sale of this hotel. It helps in bringing motivation
among customers to stay for longer time.
4.3: Purpose and utilisation of forecasting and statistical data
Purpose of forecasting
 Determination of the demand and requirements of clients.
 Formulation of an effective decision and suitable plan
5

 Achievement of desired result
 Evaluation of factors which affects business operation
 Adoption of new techniques and facilities in room
 Availability of rooms on timely basis
Types of information for good forecasting for rooms
 Availability of rooms for earlier months an for same period of time prior 12 months
 Made changes in plans and strategies in order to cooperate with complex situations
(Ronen, Pliskin and Pass, 2012).
4.4: Room division performance indicators to measure success
It is important for management of Hotel to measure their growth and success through
using room division performance indicators. There are different strategies which need to be
adopted in order to enhance sales and profitability. Such different methods which are explained
as under:
Room Occupancy Percentage
=Number of rooms/ 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
It has been concluded from the above project that Hotel can achieve its growth and
success only when the front office play their roles and responsibilities in an effective and
efficient manner. To support in the business functioning, Room Division manager play an
important role in providing accommodation and other facilities to the Clientele Hotel with the
purpose of meeting customer's requirements.
REFERENCES
Books and Journals
6

7