Room Division Management Report - Hotel Operations Analysis

This report delves into the multifaceted aspects of room division management within the hospitality sector, drawing on the student's learning experiences and observations. It begins with an exploration of front office management, emphasizing its significance in guest interactions, reservation processes, and the crucial role of communication and accounting. The report then transitions to executive housekeeping, highlighting the importance of maintaining room quality, cleanliness, and the significance of employee motivation and customer satisfaction. Further, the report analyzes effective inter-departmental communication, emphasizing its role in facilitating guest satisfaction through information sharing and collaboration between various hotel departments. The report also touches upon night audit preparation, safety and security protocols, labor cost management, staffing strategies, and facilities management, providing a comprehensive overview of the operational complexities inherent in room division management. The student references relevant theories of employee motivation, organizational behavior, and leadership to provide a well-rounded understanding of the subject matter.

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

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Table of Content
Introduction to Front Office.............................................................................................................2
Executive Housekeeping.................................................................................................................5
Effective Inter-departmental Communication.................................................................................8
Preparation and Review of Night Audit........................................................................................11
Safety and Security........................................................................................................................15
Labour Cost and Staffing...............................................................................................................17
Facilities Management...................................................................................................................19
References and Bibliography.........................................................................................................21

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Introduction to Front Office
Topic Sentence- Grabbing the idea about the front office management and presenting the
learning in relation to outcome
The week 2-topic Front office has been a tremendous experience as I have the
opportunity to learn several aspects of managing the front office dealing with the issues. The
Front Office management is certainly a significant issue to be focused on. In the weekly learning
period, I had to focus on certain aspects related to front office activities. Firstly, I focused on the
significant of front office in tourism and hospitality business. Hence, I have learnt how
effectiveness and disciplines should be maintained in front office management in hospitality and
tourism industry. The learning notes helped me to construct front office organizational chart line
within a hotel sector. I have learnt about the activities in each guest cycle stage of a hotel. The
weekly notes contribute to my understanding about the interface between a hotel and its guest.
However, I did not have much understanding regarding the divisions and type of activities.
Nonetheless, while accessing this information, I learnt how front office management satisfies the
customers.
However, I faced a challenge that communication and accounting in front office
management was the most significant challenge I faced during the learning period. The
communication is certainly required in the front desk operation as one the staff has to
communicate with the visitors and provide them with the relevant information. Moreover, the
accounting procedures also involve the settlement of the customers. The front office staffs
have to manage the advanced booking of hotel rooms and settle bills at the time of check out.
More specifically, investigation on the weekly given topic on front office management helps

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to learn how the front office staffs have communicate with the guests and process the guest
the reservation as well as handle the guest reception.
Idea Development
The front office staffs also have to respond to all quarries that guest might have in their
mind. Therefore, the learning about the front office management is certainly a significant
aspect to comprehend. Nonetheless, I did not grab the proper managerial skills that are
required in the front office management. Apart from this particular fact, I have understood
that guest satisfaction also depends on how front office staffs are treating the visitors at the
front door. For example, if the front office staffs are not available when the customers look
for something, they might have to wait, which certainly create a negative image about the
service in the mind of the customers (Mok, Sparks & Kadampully 2013). The weekly
learning notes also help to learn the type of roles and responsibilities of the front office
personnel such as front office manager, bellboy, cashier, door attendant, night auditor,
receptionist, concierge, reservation agents and the telephone operator.
In addition to this, I have studied that front office manager plays a significant role in
managing the front desk operation. The front office manager directs and coordinates the
activities of the front office department. The manager performs the function of a link
between the management and the front office employees (Chen, Cheung & Law 2012). The
manager takes the responsibility for hiring, training, supervisor and all disciplinary,
reservation to maintain the desired standard of service. During the learning period, I have
learnt about how internal management is necessary to satisfy or meet the needs of guests.
This means, the organization in the hotel industry also needs to think of satisfaction of each

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level of employees such as bellboy, night guard, cashier and others. If the employees are
satisfied, they perform their jobs perfectly to satisfy their customers. Thus, to learn about the
approach of employee satisfaction, I have studied the theories of employee motivation such
as Herzberg two factor theories, Maslow’ hierarchies of needs and McGregor X and Y
theories. Moreover, I have also studied about the leadership role and their significance to the
work field. The weekly learning also helped to learn about how organizational culture
determines the degree of guest satisfaction. The theories of organizational behaviors suggest
how an effective and supportive culture satisfies the customers and the employees.
Concluding the learning outcome
I have learnt how front desk manager prepares the budget for the front office department
operation and evaluates the job performance of each front office employee. On the other side,
learning period helps me to learn how each person from the management deals with the front
desk operation. For example, based on my experience, I must mention that the bellboy plays
the role of handling guest luggage at the time of arrival. The bellboy also escorts the
customers to their rooms on arrivals and they familiarize the arrivals to their rooms on
arrivals. The bellboy plays the role of locating a guest a in specified area of hotel. Likewise, I
also gained understanding about receiving payment and balancing the guest account, as well
as opening and maintaining the guest folios. The door attendants open the door of the guests
cab on their arrivals and they open the hotels’ entrance door for the guest. Thus, I must
mention that second week of learning has been a great experience as I have enhanced
understanding about the each aspect of front desk operation.

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Executive Housekeeping
Topic Sentence- Deriving the concept of executive housekeeping and comparing the
knowledge with the learning outcome
The study materials and the weekly learning period help me to learn about the significant
role of a housekeeper. I have studied that the position of executive housekeeper remains as a
significant one within any hotel infrastructure development. I have learnt about the process
how the house-keeping department ensures that the quality and cleanliness of every room is
met prior to a hotel guest arrival. While studying the approaches of house-keeping
management, I learnt that some of the duties that position entails include human resource
management for the house-keeping department, hiring, training and providing performance
evaluation. The executive housekeeper takes the responsibility to maintain the inventory of
housekeeping supplies as well as the amenities and maintain them within the allotted budget
(Kryukova & Sokolova, 2014). However, most importantly, a significant aspect that I have
observed is that the executive housekeeper usually should have proper experience in the
house-keeping department because they need to fill in as a housekeeper. Moreover, I studied
that house-keeper staffs take the responsibility of performing the quality inspection
throughout the hotel and deal with complaints about anything related to housekeeping.
Idea Development
In order to understand the house-keeping management some I have studied some
particular aspects such as effective speaking and communication, time management skills,
the critical thinking to identify the issues as well as develop the solutions. I have studied how
general decision-making skills can be developed and the quality control can be managed.

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While studying the approaches, I have also gone through the issues that organizations face in
especially in the field of executive housekeeping department. I have observed an incident in a
hotel called Royal Cottage where the executive house-keeping staff was in efficient to deal
with the complaints. I have observed that one of the customers raised the issue about the
delay in providing the evening meal. However, the executive stuff did not make the customer
convince about the issue of water supply, which caused the delay. Due to the poor
communication skills, the managers could not explain the situation and make him
understand. This incident helps me to understand the significance of appropriate approaches
of executive housekeeping. Therefore, the person who fills this position could be dependable
as well as reliable to their job duties. They need to perform their duties thoroughly while
paying attention to the details. The executive housekeeper needs to make the co-workers feel
like how amazing will it be to work for the organization (Dalci & Kosan, 2012). In some
existing studies, I have studied that house-keeper executives need to supervise all
housekeeping employees, recruit new employees as required and take disciplinary action
when policies are not followed. The executive house keeper needs to evaluate the employees
to upgrade them when the vacancies generate. The executives need to develop the plans to
implement the work for the housekeeping department as well as distribute assignments
accordingly. Thus, the theoretical experience and the practical observation helps to
understand that house-keeper perform a large set of duties and responsibilities. In addition to
this, lecture notes of week 2 helps me to learn that house-keeping department is so relevant to
the entire organizational operation; thereby, I observed marketers treating housekeeping
department as the heart of the hotel.

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During the learning period with respect to house-keeping department, I have also found
the relevance of employee motivation and customer satisfaction. This means in order to
provide the excellent customer experience as well as shape their memories of their stay,
house-keeping executive must supervise their employee needs and supervise their
performance on a frequent basis. During the learning period, I have also gone through the
existing studies about the employee satisfaction and customer satisfaction in relation to hotel
and travel management; hence, these, materials certainly contribute to the improvement of
my understanding about housekeeping department. For example, executives in the house-
keeping department has been observed to be supervising whether each employee is having
the adequate amount of wages and other intangible benefits. The executive department head
also checks whether the employees in this department feel the security of their employment
position. Hence, I have found that this aspect is related to the safety needs of Maslow’s
hierarchy theory.
Concluding the learning outcome
I have understood that the marketing theories related to organizational behavior, culture,
customer and employees satisfaction are often applied to the current marketing approaches
used by the organization in the hotel and travel industry. Moreover, the second week if
learning also helps to learn that the heads of the house prefer their extended responsibility by
ensuring whether the staff provide quick turnaround services on room entry thy they arrived,
keep the hallways free of rooms tray and responds to the frequent request. This observation
and theories help me to understand executive housekeeping department plays the biggest role
to keep the entire operation active.

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Effective Inter-departmental Communication
Topic Sentence- Understanding inter-departmental communication and comparing the
knowledge with the learning outcome
Certainly, an inter-dependent communication is a significant internal business aspect for
business development. I have studied in a communication theory that how the individuals
could build relationship and interact with staff and managers from the other groups largely
affects the cooperation the individual receives when they need it. The weekly learning
materials help to learn that the practice of sharing information is an effective inter-
departmental practice. The learning notes of week 4 helps to learn that inter-departmental
communication often takes place in the front office department. I have studied that some
particular employees in this department such as porter, switchboard operator, GSAs and
concierge are majorly visible to the visitors and they are considered to be the most
knowledgeable. According to my knowledge and the lecture notes, I must mention that in
order to fulfill the needs of the guests, the front office manager needs to proactively gather
information of interest to visitors.
However, to make this strategy work effectively, the managers need to developed
relationship with the employees of each department (Wang, Chen & Chen, 2012). Hence, my
opinion is, every operation cannot be conducted by a systematic approaches because any
unexpected situation might appear where the usual approaches might now work. Thus, the
members of the front office department should know to whom they could direct customers
inquiries for further help. Before going through the studies about the lecture notes I did not
have this intensive understanding about how and why front office management is significant
to the organizational sues in the hotel industry. I have observed many hotel organizations

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developing and designing the front office department; I did not understand the relevance
then. I had a usual idea that customers are usually satisfied when they stay in a luxury rooms
with 24X7-internet connectivity, LCD screen and most importantly, the food options. I did
not have proper understanding about the internal operation of the hotel organization.
Nonetheless, the weekly learning notes and the existing studies help me to understand such
type of extended front office operation and its relevance in guest satisfaction.
Idea Development
Moreover, as I discusses earlier, once I had stayed in Royal Cottage and I observed there
that front office communicates with all departments of the hotel and all these departments
perceive front office as the central communication liaison in providing customer services.
Furthermore, I have studied in the lecture notes that to run this entire process, it is necessary
to set up an effective communication, which could certainly contribute to the delivery of high
quality of services and profits. However, hence, I observed that as the guest satisfaction is the
central aspect of hotel operation, to make the customers pay a second visit, the
communication should be developed in the organization. This means the hotel organization
could provide the employees with appropriate training and development programs. In the
learning notes, I have also observed the role of GM in the inter-department communication.
Hence, the HR department also plays a significant role in the operation considering the focus
of customer satisfaction. However, I have observed that human resource department operates
the functions in hotel following a number of stages. This means the activities of human
resource are divided into several element-such as the general manager plays a significant role
in supervising the entire operation, while the food and beverage managers plays the role of

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supervising the supply of foods and timely delivery of meals to the guests (Birdir et al.,
2013).
Again all these operations can only be done when the inter-department communication is
developed. On the other side, the director of marketing and sales develops programs to attract
the customers. Nonetheless, hence, my opinion is, establishment of a hierarchical
communication, where the communication practice takes place through the involvement of
the heads off each department. In addition to this, the organization could follow a democratic
management style but lower level of employees need not to be involved in decision-making
and problem solving method. The heads of each department can be involved in such practice
and develop a democratic style in the communication, where one individual or executive take
help from other individual of another debarment to facilitate the operation. Hence, the
operational manager should make sure that communication between the front office and the
housekeeping department is necessary to the delivery of hospitality to the visitors.
If a delay in the work process has been there or found, the staff need to inform their
managers or the heads to resolve the issues as immediately as possible but this can be done
when an enhanced communication is developed in the organization. A study conducted by
Chaves, Gomes and Pedron, (2012), where I observed that the author has mentioned that an
enhanced communication can be established in the hotel organization when the organization
has a healthy culture and open management style. Due to the autocratic and hierarchical
management style, any issues that occur in the lower level of management are not detected.
Based on the outcome of this study conducted by Bilgin & Demirer (2012) I have realized
that organizations need to establish a transparent network of communication, where each
department should be linked to another department. For example, visitor request for

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additional or particular amentias as well as room supplies could be initiated at the front office
department. To fulfill or add the amenities to the service, the front office department could
convey the message to the quality department by informing the operational manager as well.
Hence, the housekeeping department also needs to be informed to process the request. Thus,
with my knowledge, I must mention that the organization must follow and maintain that wide
and transparent network of communication.
Concluding the learning outcome
Apart from all these, to maintain the whole operation effectively, the organization could
follow or develop a sales-oriented front office, where the organizations has to think of
developing a successful Sales Oriented Front Office. I observed this model in the weekly
learning activities and I have realized that each aspect involved in this model has a
significant and different purpose. For example, the goal-setting phase contributes to the
increase revenue from, food, beverage, sales, and profits in other departments (Pereira et al.,
2012). Likewise, the significance of another step called brainstorming and identify areas for
promotion is to identify as particularly as possible hotel products and services to be
enhanced.
Preparation and Review of Night Audit
Topic Sentence- Understanding how Night Auditors performs their jobs and presenting my
learning outcome
Review of Night Audit is another significant operation that needs a significant attention. I
did not have any proper idea about what activities the Night Auditor performs as their duties
of work. With the help of the lecture notes and existing studies, I have grabbed the idea that