Room Division Operations Management at Mandarin Oriental Hotel

This report provides a comprehensive analysis of room division operations management within the context of the Mandarin Oriental Hyde Park in London. It begins with an introduction to room division operations and their significance in the hotel industry, emphasizing the importance of customer experience and profitability. The report then details the services offered by room division operations, including front desk, concierge, reservations, housekeeping, and laundry, highlighting their roles in ensuring guest satisfaction. Furthermore, it explores the roles and responsibilities of the front office, such as delegating roles, checking guest reports, coordinating meetings, and managing shift changes, as well as responsibilities like ensuring guest satisfaction and resolving customer issues. The report also covers legal and statutory regulations relevant to hospitality organizations, such as data protection, immigration records, equality, and food labeling laws. Finally, it examines yield management, its elements, and its crucial role in optimizing revenue within the hotel. The report aims to provide insights into the operational strategies and management practices employed by hotels to enhance guest experiences and achieve business objectives.

ROOMS DIVISION
OPERATIONS
MANAGEMENT

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................1
Services of room division operations...........................................................................................1
Roles and Responsibilities of Front Office..................................................................................3
Legal and statutory regulations at hospitality organization.........................................................4
Yield Management.......................................................................................................................5
CONCLUSION................................................................................................................................7

INTRODUCTION
Room division operations are the process which is dealing with the customers so that the
customers can have a pleasant stay and enjoyable environment for themselves when they travel
from one place to another. Room division has a very important role in hotel because this is the
first interaction which the customers have with the guests. The profitability of a hotel can
increase if there is a good division operations in a hotel which will help the company have a
better functioning for themselves. Mandarin Oriental Hyde Park, London is a five star hotel
which has a great location with 141 number of rooms and 3 restaurants and 1 bar in the building.
This hotel opened in 1902 but reopened again in 2000 after the renovation which took place in
the hotel. The report would consist of a discussion about room division operations, roles and
responsibilities of the front office in the hotel legal regulations and strategies which are used in
the hotel to increase the profitability in hotel.
Services of room division operations
The functions of the room division operation are the roles which are involved in the
hospitality organization structure. This process includes the housekeeping and front office of the
Mandarin Oriental Hyde Park so that the hotel can achieve their objectives and have a better
functioning for themselves. This will make the functioning of the internal factors more
productive and the guests will be able to enjoy their working environment. The first impression
on the guests have to be good otherwise the organization will not be able to have a loyal
customer base for themselves (Margulis, 2016).
 Front Desk Service
There are a lot of factors which are taken care of by the front desk which is the check-in
and check-out. The impression on the guests are made by the front desk therefore Mandarin
Oriental Hyde Park is maintaining that factor there strength so that they can have a loyal set of
customers which are coming in the hotel. The front desk will also have to solve any issues or
troubles which the guest is having in the hotel so that they can have a comfortable and a pleasant
stay.
 Concierge
Concierge is the personal services which are provided to the guests so that the guests can
feel comfortable not just with the hotel but the city as well. Mandarin Oriental Hyde Park will
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have to find their methods to make the guests in the hotel the most comfortable so that they can
have a competitive advantage which is a very important factor (Wang and et.al., 2016). These are
the extra services which the hotel is providing to the customers so that they can have an
enjoyable journey and improve the experience of the customers with the hotel.
 Reservation
There are a lot of reservations which come in Mandarin Oriental Hyde Park which have
to be entertained and that is not possible by the front desk only therefore they have a separate
desk for it (Roshanaei, 2017). There has to be good communication so that they can have a better
functioning so that they can make the organization have a better functioning and a lot of
profitability. Reservations are preferred by guests in advance so that they just have to check in
the hotel when they arrive and this can make the hotel have a better stay for themselves which is
going to be a great advantage for the hotel.
 Housekeeping service
This is a crucial function in a hotel like Mandarin Oriental Hyde Park because the
customers of the hotel want these basic serves in the hotel itself so that they can have a
comfortable stay in the hotel (Ferrand and et.al., 2018). There has to be a well maintained service
of the housekeeping of the company so that there is a better functioning of the hotel and the
standards of the hotel can be maintained. There are more services which are provided by the
housekeeping department but the communication between the front office and the housekeeping
department has to be strong so that they can have a better impact on the guests.
 Laundry
Laundry is a part of housekeeping which is an extra service which is being provided by
Mandarin Oriental Hyde Park to the customers so that the guests can have a comfortable stay.
The guests want most of the services in the hotel itself so that they can have a comfortable stay
in the hotel and they do not have to roam in the city for basic requirements (Miranda, 2017).
Being a five star hotel it is very essential for the hotel to provide these basic services which will
make the hotel have a loyal set of customers coming in the hotel.
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Roles and Responsibilities of Front Office
Roles and responsibilities of all the departments are different from one another which
have to be understood by the hotel so that they can have a better functioning which is going to be
very beneficial for Mandarin Oriental Hyde Park (Tabibzadeh and Jahangiri, 2017).
Roles of front office
 Delegating roles
The front office manager of Mandarin Oriental Hyde Park has to delegate the roles and
duties to all the employees who are working in the hotel so that there is a clarity of work which is
happening in the organization. There has to be a set of expectation which the hotel has from the
employees who are working in the hotel therefore it is very important that the manager is being
able to take the best out of the employees which are working in the hotel.
 Checking daily guest reports
There has to be a check on daily functioning of the organization so that they can have a
better decision making for the future (Yoon, 2016). Mandarin Oriental Hyde Park will have to
make decisions after understanding the daily working of the employees so that if there are any
loop holes in the organization can be fulfilled and the organization will be able to have a better
place for themselves in market.
 Coordinate meetings
There are meeting which are held in Mandarin Oriental Hyde Park so that all the
members of the organization have a say in the decision which is being taken so that the
organization can have a better functioning (Broekhuis and Scholten, 2018). Motivation is also
spread in the organization by having such kind of meetings so that the organization can have a
better work force for themselves so that they can make the organization have a better
profitability.
 Changing shifts
It is in the managers hands if anyone's shift has to be changed in the company so that
there is a better functioning of the organization so that the organization can have a better
impression on the guests coming in Mandarin Oriental Hyde Park. Manager has to make sure
that all the employees in the organization are having a healthy working environment to work in
so that they can have a better name for themselves and make the portfolio better.
Responsibilities of front office
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 Ensuring guest satisfaction
Managers have to check on the guests all the time so that they can have a better
functioning for themselves so that they can have a better functioning for themselves (Blayney
and Blotnicky, 2017). Mandarin Oriental Hyde Park is one of that hotel which is making the
customers have a very good stay in the hotel which is why the hotel is having a competitive
advantage in market. Managers make sure that whatever the guests are expecting from the hotel
is being provided to them.
 Solving customer issues
Customers of Mandarin Oriental Hyde Park have any issue or trouble with the
functioning of the organization are solved on time so that the customers are having a high
satisfaction level. This makes the guests get attracted to this hotel even more and there is a high
level of customers coming in the organization which is a great advantage for Mandarin Oriental
Hyde Park.
 Ensuring effective work culture
Manager has to make sure that everyone working in Mandarin Oriental Hyde Park is
having a healthy environment to work in so that the best can be taken out and the organization
will be able to have a better functioning all together. Activities in the organization have to be
controlled so that they can have a better motivation and the customers will get the best of
services.
Legal and statutory regulations at hospitality organization
There are a lot of legal regulations which are being followed in Mandarin Oriental Hyde
Park so that they can have a better customer experience and have a higher profitability.
Government rules and regulations will make the customers have faith in the hotel even more and
that is going to be very beneficial for the company (Boella and Goss-Turner, 2019). There are a
lot of laws which are being followed by Mandarin Oriental Hyde Park and few of them are as
follows.
 Data Protection Act, 2018
Data of the customers have to be protected which is a law of the government and a safety
measure which Mandarin Oriental Hyde Park has taken so that they can have a large customer
base. Data of guests can be very beneficial for the competitors in the market which is why
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Mandarin Oriental Hyde Park should be very secure about the data which they are collecting of
the customers.
 Immigration (Hotel Records) Order, 1972
There have to be records of all the customers which have to be taken so that in future if
there is a need for the information of the guests then it is available (Jung, Elfassy and
Grantcharov, 2019). There are a lot of outsiders which are coming in the country and they are
staying with Mandarin Oriental Hyde Park therefore it is very important for the hotel to keep a
track of the customers they are having. The hotel is answerable to the government as well which
is why it is very essential for them to have a record of the customers which are checking in and
checking out of the hotel.
 Equality Act, 2010
All the customers have to be treated equally in the hotel so that the customers are
satisfied and the country can keep up with their reputation in market which is a very important
factor for them. Customers have a certain expectation which Mandarin Oriental Hyde Park must
provide them with so that there is a better communication and a better image of the hotel in
market.
 Food Labelling and Composition
It is very essential for the hotel to have a label on all the products which they are
providing to the customers so that they can have a better functioning for themselves. This will
make the hotel have a large customer base and the profitability of the organization will increase.
There are a set standards which Mandarin Oriental Hyde Park has set for themselves and they
must follow the basic rule so that they can make the customers trust the hotel and the customers
will become loyal to the organization.
Yield Management
Selling the right products to the right customers is known as yield management which is a
very essential part of the hotel industry (Arief-Ang, Hamilton and Salim, 2018). The revenue
management of the hotel is what it indicates to and yield management is the process which
includes the demands of the products so that the daily operations can take place in Mandarin
Oriental Hyde Park.
Elements of yield management
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Yield focus is on the overall improving the revenue of Mandarin Oriental Hyde Park
which is a very important factor. There are a lot of elements which are associated with this factor
such as.
 Group room sales
There are societies which like to travel together and have a group booking done in the
same hotel which can be very profitable for Mandarin Oriental Hyde Park. Discounts are
provided to customers if there is a group booking done which can be very useful for the hotel and
can help in increasing the revenue and the customer base in the hotel.
 Special events
There are a lot of events which take place in the organization which have to be planned in
such a way so that there are no customers which are getting disturbed because of that factor. This
can make the hotel, Mandarin Oriental Hyde Park get more publicity for themselves so that they
can have a better customer base for themselves.
 Local area wide activities
There are a lot of business meetings which are taking place in Mandarin Oriental Hyde
Park which can be very good for adding revenue for the hotel. Events or activities like, events,
social events, functions, concerts and other activities which can be a lot of profit for the hotel.
 Food and Beverage Activity
Food and beverages is also a very essential element in yield management because there
are a lot of customers which come Mandarin Oriental Hyde Park for this factor only and not stay
(Josephi, Stierand and Van Mourik, 2016). Therefore, the hotel is having 3 restaurants so that
they can entertain the customers accordingly and they do not have to stand in the waiting line.
Tactics of yield management
 Discounts
Discounts can attract a lot of customers in the hotel which is going to be very beneficial
for Mandarin Oriental Hyde Park which can help the hotel increase their revenue. There are time
to time discounts and the customers of the hotel are updated about those so that they can make
them have a pleasant stay and enjoyable holiday so that they would like to travel with the same
chain of hotels in the future as well.
 Timely resolve customer issues
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It is very important that Mandarin Oriental Hyde Park solve the issues which the
customers are having in the hotel and the trends are being followed in the hotel so that the
customers do not shift from one hotel to the other. The customers have a lot of issues and
specially those who are new to the city and those issues should be solved so that they can have a
better comfortable stay in the hotel and the city.
 High quality service
Mandarin Oriental Hyde Park is a five star hotel therefore they have a set of standards
which they are maintaining so that they can live up to the expectations of the customers which is
a very important factor for the hotel (Wallace and Webber, 2017). It is very important that the
hotels are having a standards and specially for Mandarin Oriental Hyde Park because they are a
five star hotel so the customers expect more from them.
CONCLUSION
From the above report it can be concluded that there are a lot of factors which have to be
worked upon so that the measures can be taken accordingly in the hotel industry. Report
summarises of the roles and responsibilities of the front office in a hotel and the legal regulations
which are being used in a five star hotel. To increase the occupancy in the hotel there are a set of
measures which the hotel has to make so that they can increase their profitability in the market as
well.
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