Portfolio: Management of Room Division in Hospitality

This portfolio provides a comprehensive overview of room division management within the hospitality industry. It begins with an introduction to housekeeping management, emphasizing its importance in enhancing guest experience and maintaining hotel standards. The main body delves into the core functions of room division, including the responsibilities of room division leaders in overseeing housekeeping and front office operations. The portfolio highlights the significance of Opera PMP training, essential skills for front desk staff, and the importance of management theories, such as Henri Fayol's principles. It further explores business performance tools, cost control strategies, and the roles of different departments within a hotel. The portfolio also covers the significance of employee training, communication, and the utilization of technology in housekeeping. The final sections address fire safety, night audit procedures, and the importance of safety and security within room division management. This portfolio offers valuable insights into the multifaceted aspects of managing room divisions in hotels, from operational details to leadership responsibilities.

Management of Room Division
(Portfolio)

INTRODUCTION
Housekeeping management refers to one of the difficult operations of a hotel, where
cleanliness of rooms and public areas are some basic expectations of customers, for comfort.
Although, housekeepers do not make direct interaction with guests of hotel, but they perform
vital role in enhancing their experience and retention for long stay (Welsh and Dehler, 2017).
They actively perform assigned duties to ensure success of hotel operations by managing room
services appropriately. During academic period, as a part of hotel front desk team, I have learnt a
number of topics about housekeeping management, with some concepts and theories, that are
describing briefly under the present assignment. Hereby, I am sharing my views and reviews
about given role that is useful in maintaining the reputation, safety and security standards of a
hotel.
MAIN BODY
Organisations that deal in hospitality sectors like hotels, restaurants, hospitals and more,
keeping more concern on providing proper amenities to their customers. For this purpose, they
concern more on housekeeping management services. This term can be defined as a provision of
keeping room and public area clean, comfortable as well as safe environment, for enhancing
customer experience (Delaney and Bates, 2015). The Housekeeping department in a hotel takes
pride in keeping the premises clean and comfortable, for creating a ‘Home away from home’.
The aim of establishment of different accommodation is to provide customers with attractive,
comfortable, safe and welcoming surrounding, which may offer value for their money.
Cleanliness sends a stronger message than other operations in a hospitality operation, where level
of service, properly arranged room facilities and friendliness behaviour of workers, provides
equal sensation to a guest (Wald, 2015). Housekeeping refers to be an operational department
within a hotel, that mainly responsible for room arrangement, proper maintenance, aesthetic
upkeep and cleanliness of rooms, public and surroundings area, so that safety and security of
guests can be maintained. Thus, for beginning the career in respective field, I have attended each
and every class with proper attention to understand the importance of Housekeeping
management in raising standards of a hotel (Sax, 2018). This department also considers as a
major part of hotel that raise profit margin because once a room is arranged properly as per
guest's expectation then it can be sold over and over again.
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In the first week of session, I have learned about procedures of replacing room amenities,
resetting room again, reporting maintenance and how to reporting for lost and found etc. I have
identified that the effort which a housekeepers makes in giving the guest a desirable room leads
to highly increase their experience. As a Hotel leader, in room division department, I have
evaluated that Guestrooms are the core heart of hotels, where housekeepers only concern on
timely arrangement of rooms, but also focus on cleanliness and maintenance of everything, so
that expectation of customers can be anticipated. Housekeeping also refers as an ancillary
department, which contributes in a concerned way towards increasing the overall reputation of a
property. A room division leader holds a specific position in overseeing both the housekeeping
and front office operations (Perriton, 2017). Hereby, Front office department includes night
auditors, reservations, switchboard, reception and more, while housekeeping department
involves cleaning of bedrooms, public areas and surrounding premises area. Therefore, room
division leader need to be able to oversee, manage, monitor and timely report the overall
functions to managers, for keeping room fit as per guest requirement (Deresky, 2017). The
responsibilities of room division managers are to welcome, meet and make clients feel important
when they arrive; handle their queries with politeness and professionally; supervise both front
office and housekeeping management as per client's budget, asset management and expectation
(Funk and Mueller, 2018). Along with this, they also concern on managing revenue from
reservations and helping senior managers in setting room rates and forecasting the budget for
arrangement of room facilities.
In second week of assessment, I have gained knowledge about skills that are required to
work as a part of front desk team of hotels. It includes punctuality to perform all duties before
arrival of clients, appropriate communication skills, control over tone of voice, language and
behaviour (Endsley, 2015). For this purpose, how to present itself as a staff member, I have got
Opera PMP training, with front office best practices. On the training, I have learned about skills
that makes an individual to perform as a great front desk worker. It includes empathetic and
caring, willing to go above and beyond, proactive, engaging and inquisitive, calm and composed,
energetic and more. Having such skills, a person can perform assign roles in a well-manner way
(Fawaz, 2017). Opera PMP training is all about managing operations like reservations,
housekeeping maintenance, front desk and others properly, to deliver world-class services to
customers, that helps in increasing the efficiencies of hotel services.
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As a hotel leader in room division I am responsible for overseeing both the housekeeping and
front office operations of a resort or hotel. I am responsible and liable for the safety and control
of all the visitors who visit the hotel. Along with this, I have learned importance of procedures
for replacing room maintenances, reporting amenities, room equipments etc. This is done by me
in first week of learning classes. In this class, my tutor teach me importance of management
theories and concept. As it will helps me in my future success and development. I also learned
about the Start of shift and commencement of shift. It arrive with time period to alteration into
uniform and acquired to department prior to shift start time. In this week I also learned about the
phenomena of briefing. It is a type of short informal meeting which is conducted at the time of
commencement of shift (Fawaz, 2017). In this meeting entire important information in
communicate by the top authority to middle and lover level department. This information mainly
related with the special tasks, daily statistics, H&S issues, special requirements, announcements
such as awards, birthdays, VIPs etc. In during the same week I also increased my knowledge
about the room allocation worksheet. In this, list of hotel rooms to be cleaned as well as each
rooms status i.e. vacant, occupied etc.
in order to manage and clean role, I developed my understanding about different
equipments such as trolley, chemical caddy, vacuum cleaner, step ladder, extendable brushes etc.
Along with this, in day one I also learned basic understanding about the trolley ans set up. I also
learned different stages about how to set up the trolley such as on the top shelf, on the second
and third shelf, at one end of the trolley, At the other end of the trolley etc. I also learned about
the importance of management theories and concepts.
Principles of Management (Henri Fayol's) is consider most effective theory of
management. In day one as a hotel leader I also developed basic idea about the significance of
administrative theory. This theory have 14 principles such as division of work, Authority and
Responsibility,Discipline, Unity of Command, Unity of Direction,Subordination of Individual
Interest, Remuneration, The Degree of Centralization,Scalar Chain, Order, Equity, Stability of
Tenure of Personnel, Initiative and Esprit de Corps (Funk and Mueller, 2018). All these are
main principles which helps me by increasing my time management, team building and many
other skills. All these are effective principles of management which helped me by enhancing
knowledge about how to manage room division. In this week, I also learned about the
effectiveness of business performance tools. Budget, metrics or KPIs, comparative ratios etc. are
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identified best tools for measuring business performance. In during the day one I improved my
knowledge about the principals of cost control. As a hotel manager cost is more important part
for an organisation which is observed by me in day 1. I also understand about the different
principles of cost management such as Provide Clear, Consistent Performance Objectives,
management decisions impact organisational cost, commit to broad-based, slave-driven
involvement, reduce organisational complexity, understand true costs etc. All these are consider
more effective ways which is used by housekeeping department to manage or control cost in
systematic manner. I also observed cost is important and essential part for hotel industry
(Perriton, 2017). There are different departments such as housekeeping, food and beverage
service, food production or kitchen, front office etc. All these departments require accurate
amount of capital. As it will support an organisation by improving its growth and success within
given time duration (Endsley, 2015). I also identified different tools to effectively control costs.
I observed as housekeeping do not clean rooms when possible like expensive days. Review job
scopes, responsibilities, efficient and roper use of casuals, full timers/part timers, reduce staff
turnover, adequate training systems, motivating environment, praise and recognition, listen to
their needs, incentives schemes, good lines of communication etc. These are consider more
effective and essential ways which will support me a hotel leader to manage all operations in
effective and systematic manner (Sax, 2018).
In week 3nd, I observed in hotel, different peoples worked with each other such as
executive housekeeper, attendant supervisor, floor supervisor, laundry supervisor etc. All these
are main departments and worked for achievement of long term goals and objectives of an
organisation. Along with this, all these are required different resources such as time, cost, human
resource etc. I also learned about the importance of all these sources and its effectiveness for
success and growth of hotel within hospitality industry. I observed that there are different
number of rooms allotted to a room attendant has specific importance to the different people
such as general manager, executive housekeeper, room attendant etc. Apart from this, I during
the week also learned about the importance of training for employees (Wald, 2015). Trained
employees are more capable for business's growth and success within given time period. They
also played vital role in achievement of competitive advantages within given time period. I also
observed, communication is more essential source because it helps each employees by reducing
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conflict and misunderstanding. As proper communication within hospitality industry support me
to deal with critical tasks or activities.
I also learned about the requirement of necessary resources for rooms division. Resources
is mainly classified into two parts which are fixed assets and operating assets. Under fixed assets
I developed basis understanding about the sift furnishing, FF&E, and department equipments.
Under operating assets, I learned importance of different sources such as cleaning suppliers,
guest suppliers, linen, uniforms, decorations, printing and stationary etc. All these are main
resources which assist me as a hotel manager to manage these resources in effective manner.
Therefore. In during the week, I become able to learned accurate understanding about the hotel
management, equipments etc. Technology in housekeeping played vital role which is identified
by me. Implementation of proper technology support hotel leader to lead all employees and work
in accurate time period (Deresky, 2017). Therefore, communication, technology, training etc.
are important sources for managing cost and improving growth and success of an enterprise in
systematic and effective manner (Welsh and Dehler, 2017). Thus, in during the week, I learned
different things, and I also observed importance of time, communication and so on. In during the
week I also understand as fire safety is main issue in rooms division management. Prevention,
detection., notification and alarm, suppression and evacuation are consider main part of fire
safety. This issue negatively impacted on room decision management.
Room division services also concern about safety and security as well, where getting
training helps me to perform proactively. As most of the rooms in hotels are sold 365 nights
within a year, so it is essential for night audit manager to pay regular attention. In forth week, I
have got opportunity to understand the concept of night audit (Endsley, 2015). This concept
refers to a process of controlling, maintaining and managing the financial activities of customers'
accounts. Therefore, major duties of night auditors includes posting room and tax charges;
preparation of statistical information for ensuring the balances; checking on customer in house
activities. This will help in keeping track charges and payments, departmental receipts and more
on a daily basis (Deresky, 2017). Such type of information can be used for verifying the integrity
of guest accounts, reviewing financial earnings and analysis the effectiveness of marketing
strategies. Moreover, daily figures with respect to room occupancy, yield percentage, revenue
per available room, average daily rate and so on, will help management in improving the sales
performance as well (DeLind, 2015). Therefore, in night auditing, I have analysed that night
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managers also responsible for monitoring the credit activity of guests, to determine if
authorisation on a customers credit is required or case for cash paying guest is needed more
(DeLind, 2015). Further duties involves performing duties of the front desk
agent and some of the duties of the accounting
department.
During learning session, I have identified that talking about hotels problem, the first thing
that strike in mind is about safety and security. Every individual who is associated with hotels as
worker, employer, customer, visitor and more, wants to be secure and safe. The management
therefore, are required to give priority to ensure safety in several areas of hotel premises, by
installing emergency equipments, CCTV cameras and other installation, so that prior information
can be received before occurrence of any failure (Fawaz, 2017). This can be followed by
installing the health safety and some non-toxic cleaning material also. Various safety and
security measured I have learned during training to make premises a safe and protected place for
the guests and associated people. In this regard, I have evaluated that housekeeping and front
office departments play the important roles to keep building safe and secure (Funk and Mueller,
2018). To ensure guest safety, it is essential that every staff member of each department must get
adequate training about usage of fire safety equipments and work environment, so that they can
actively respond towards emergencies (Delaney and Bates, 2015). The safety and security of
customers are always considered as first priority, whereby a proper orientation in housekeeping
department is required for employees also. Because they work more in contact with chemicals
and electrical machines that are used for keeping room clean, mounting ladders and more, that
may seriously impact on their health (Perriton, 2017). Therefore, getting trained help in workers
in keeping themselves safe during arrangement of room services. While in context with guest
safety, video recorder can be used by front desk team to record activities at the reception,
premises and parking area as well as nearby surroundings. While installation of CCTV (Closed
Circuit Television) at each entrance and several points helps both front office and housekeeping
managers to ensure proper arrangement of security and safety. Similarly, for determining any
criminal activity like theft, robbery, kidnapping and more, internal alarms that act as server can
be used (DeLind, 2015). This would help in getting timely report about protecting storage areas,
some hotel facilities like pool, spa and exercise area etc. to reduce the possibility that customers
are victims in their rooms by others, who had rented the same room one night before for criminal
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activities. In this regard, I have got personalised Opera Training to use intelligent access control
systems. This training helps in understanding how technologies allows hotel in controlling who
has access to each and every area of premises (Sax, 2018). For example – Guests can use their
room key cards for accessing the accommodations like pool, gym, gaming zone and other area,
that they want to utilise during stay. Thus, providing such services help in adding security for
guests, that restricted others to utilise the same. Along with this, personal information of clients,
financial files and computers also can be restricted to use, except management. To ensure that all
emergency services and security measures are worked properly, high technology like Artificial
Intelligence can be used (Wald, 2015). As today every individual is a mobile user, therefore,
providing mobile keys to customers also makes a sense of security, that eliminates the risk of
finding the card holder, misplace of key etc. I have read in classes that current technology which
are used by mostly every hotel industry, are hidden cameras, wireless recording devices and
other types of surveillance systems, that offer much protecting to keep premises safe.
During 10th week, I have received knowledge about role of facilities management in
hotels, where managers are mainly concern on ensuring that buildings and grounds are properly
maintained. For this purpose, they oversee renovation project, implement daily and weekly
schedule works, conducting safety inspections, negotiate with vendors and more. In order to keep
competitive, facility management operations help in keeping environment within premises
comfort (Welsh and Dehler, 2017). At entrances, managers review the look to ensure that there is
not obstructing things and at night, side entrance must be restricted by use of card readers only,
so that only registered customers can be pass through lobby and security can be maintained.
Create an environment where Guestrooms can be unlocked by electronic gadgets only (card
reader, mobile password, etc.), where keys will be automatically changes as per entrance of new
guests (Delaney and Bates, 2015).
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REFERENCES
Books & Journals
Delaney, G., & Bates, J. (2015). Envisioning the academic library: a reflection on roles,
relevancy and relationships. New review of academic librarianship. 21(1). 30-51.
DeLind, L. B. (2015). Where have all the houses (among other things) gone? Some critical
reflections on urban agriculture. Renewable Agriculture and Food Systems. 30(1). 3-7.
Deresky, H. (2017). International management: Managing across borders and cultures. Pearson
Education India.
Endsley, M. R. (2015). Final reflections: situation awareness models and measures. Journal of
Cognitive Engineering and Decision Making. 9(1). 101-111.
Fawaz, M. (2017). Planning and the refugee crisis: Informality as a framework of analysis and
reflection. Planning Theory. 16(1). 99-115.
Funk, N., & Mueller, M. (Eds.). (2018). Gender politics and post-communism: Reflections from
Eastern Europe and the former Soviet Union. Routledge.
Perriton, L. (2017). A reflection of what exactly? Questioning the use of ‘critical reflection’in
management education contexts. In Organizing reflection (pp. 140-155). Routledge.
Sax, J. L. (2018). Mountains without handrails: Reflections on the national parks. University of
Michigan Press.
Wald, H. S. (2015). Professional identity (trans) formation in medical education: reflection,
relationship, resilience. Academic Medicine. 90(6). 701-706.
Welsh, M. A., & Dehler, G. E. (2017). P (l) aying attention: Communities of practice and
organized reflection. In Organizing reflection (pp. 29-43). Routledge.
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