Critical Evaluation of Rooms Division Operations in Britannia Hotel

This report provides a critical evaluation of Rooms Division operations within the hotel industry, using the Britannia Hotel as a case study. It examines the roles and responsibilities of the Front Office Manager, highlighting their importance in planning, organizing, and controlling hotel operations. The report also analyzes the functions of the front office and housekeeping departments, emphasizing their contributions to revenue generation and guest satisfaction. Furthermore, it delves into key legal and statutory regulations, such as health and safety, hazardous substances, price tariffs, and data protection, that Rooms Division operations must adhere to. The report underscores the significance of these regulations in ensuring guest safety, ethical practices, and compliance within the service industry. The analysis covers various aspects of hotel operations, including guest services, staff training, and revenue management strategies, offering insights into how hotels can optimize their performance and maintain a competitive edge.

The nature of the Rooms
Division Operations

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAINBODY...................................................................................................................................3
Critically evaluation of Rooms division operations....................................................................3
Critically analyse roles and responsibility of Front Office Manager within the hotel Rooms
Division department.....................................................................................................................5
key legal and statutory regulations..............................................................................................7
Critically analyse the Yield Management/Revenue Management...............................................8
Transient or FIT room sales........................................................................................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
Room Division can be defined as the type of hotel that includes numerous variety of
departments, contains reservation, front desk, housekeeping, guest services and security. Room
division department attends to the requirement of guests from their reservation and check-in to
check-out. This department plays essential role in the promotion plans of hotel because guest
attracts by room interior and services then they check other services in hotel. So, it impacts
overall revenue and needs a smart strategy for completing overall operation successfully in the
hotel. It is the source of generating revenue instead of other division. To understand role of room
division management has a example of Britannia hotel. It is a British hotel group along with 61
hotels across the countries which is headquartered in Hale, UK. The report helps to understand
services of the room service division in the hotel.
MAINBODY
Critically evaluation of Rooms division operations
Room division management plays essential role in hotel because they responsible for
overseeing front office and housekeeping operations (Kulesza, 2019). The major operation is to
monitor overall department performance which improves quality of services. The main operation
of Rooms division is performed by both front office and house keeping department. These
department also known as revenue generator because room division attracts guest by offering
well-organized room which meets their needs and budget as well. While Front office and hose
keeping department provides services to meet room division department. Let’s discuss about
services which are performed by housekeeping and front office department. Britannia Hotel is
British hotel which offers various type services to guest that is not only limited for UK but also
in other countries as well. The role of rooms division operation in the Britannia hotel is quite
impressive. It is described below:
Front office department
Front office is reception areas of the hotel which includes front desk, reservation, sales
and marketing, housekeeping etc. Front office is the place where guest visits when they arrive in
the hotel. FO provides guest services in hotel such as handles guest mails, message and keys. In

addition, they resolve guest complaints regarding room cleaning and others. Rooms division
department classified front office staff for number of operations i.e. front desk management,
cashier, night auditor, mail & information clerks, telephone operators, reservation agent and
uniformed service agent etc (Mejia, 2017). These are the main staff who offers their services to
guest in different manner. Apart from this, FO keeps constant communication with other
departments as well so they can fulfil customer’s need. Front desk agent registers guests who
have reserved their room or visit to reserve room. They also maintain rooms availability
information so that they can inform to reservation agent about room availability. While night
auditor prepares daily repots i.e. occupancy report and revenue report and sends to management
for further action. The department provides direct access to guest for communicating regain to
know about room status and food service scenario. Front office is revenue generating department
in the hotel because they keep overall history about guest, number of guest reservation,
maintenance setting and others. Entire guest cycle i.e. pre-arrival, arrival and departure or post-
arrival etc. handles by FO. That’s why front office is the main part of reception staff because
they are totally related to guest. Front office of gives these type services to guest which leads
satisfaction and encourages them to revisit. Hotel gets negative impact on its performance when
front office staff unable to offer effective service that leads dissatisfaction in guests. It is
necessary for rooms division management to oversees FO staff services as result easy to give
high quality service at workplace.
House keeping department
House keeping also is another important department which plays essential role in the
hotel and supports front office to gives information about room availability, guest occupancy and
others. The department is considered as the backbone of hotel because they are mainly
responsible for the upkeep and maintenance of whole hotel. Guest satisfaction occurs when they
get environment neat clean and hygienic. Housekeeping department provides different types of
housekeeping services 24 hours a day. To offer effective services within organization are divided
into three shifts by housekeeping management i.e. morning shift, afternoon shift and night shift.
Morning house keeping services is highly busiest hours for morning shift because they clean
public areas and back office before initiating operations (Oliveira, Carravilla and Oliveira,
2017). Even they clean those rooms which are occupied by guest and departures room that are

ready for resale to other guests. Evening housekeeping services are offered by the evening shift
and has less pressure as compared morning shift. They clean public service before starting
evening operations. Thus, they offer overall clean service to the guest till night bed. Apart from
this, housekeeping department keep effective coordination with front office because they inform
about guest history like when they will occupy in the room and number of guests etc. while
house keeping department updates front office department about room maintenance and
availability of room. Thus, housekeeping gives their services in the hotel. Even they keep happy
to guest by offering neat and clean room before occupying place that attracts them to revisit in
hotel for buying services. Housekeeping department gives effective services to guest when
executive of the department handles overall services and assigns task to their staff for cleaning
room. Hotel gets negative impact on their operations when executive unable to coordinate with
FO effectively and unable to delegate tasks to the staff.
Thus, Rooms Division management supervises both departments front office and
housekeeping and offers high quality services within hotel and leads satisfaction in guest by
offering high quality services.
Critically analyse roles and responsibility of Front Office Manager within the hotel Rooms
Division department
Front office manager plays essential role in the hotel because they perform various roles
i.e. planning, organizing, coordinating and controlling within company. Manager delegates task
to front office staff so they perform each task effectively. Britannia hotel is famous for their
services because they access on guest needs, requirement and expectation and meets their
objectives by offering high quality services (Oliveira, 2018). Room division management
classifies front office into different divisions such as front office manager, assistance front office
manager, telephone operators and others. the reason behind of the division is that to complete
number of operations effectively and can easy to monitor each performance at workplace.
Roles and resistibility of FO manager
Ensures guests receives best service from the hotel
It is primary duty of the front office manager which perform by them to understand guest
attitude that they get good service from hotel. To improve quality of services monitors all aspects

of organization or hotels operation in which includes guest rating, team member activities and
achievement in term brand image and guest revisiting. In addition, manager keeps information
about latest promotion offer so that can offer to guest by front office agent. Sometimes
organization gets negative impact when manager is outdated about promotion offers then cannot
attract guest. Sometimes front office manager does not resolve complaints of guest then gets
negative impact on hotel revenue because they do not like to prefer revisit hotel. So, front office
manager needs to up to date all aspects of guest like which type property or room and services
they want. To gives value added services must understand behaviour of guest by manager
because it reduce complaints of guest and create good image in their mind.
Takes care and arrange staff schedule
It is another responsibility of front office manager which perform to manage staff at
workplace so they give high quality services to the customer. As know hotel provides twenty-
four-hour reservation services then needs more work hour by staff. Where front office manager
prepares schedules for the staff so each can perform their duties effectively. Manager arranges
staff in the schedule on the basis of their working efficiency level and gives different tasks to
those staff who provides the best services and arrange all the rooms accordance to the hotel
standards. But hotel gets negative impact when manager unable to prepare and arrange staff
schedule that creates confusion in individual about their working time as result can’t give
effective services. Front office manager has this ability so that they can determine skills in the
staff and leads best quality in the services by them.
Providing training
It is main role of front office manager in the hotel because it is important operation for
the staff and hotel as well. Manager organizes training session for front office staff so they learn
how to offer warm welcoming to guest and can manage the process of check-in and check-out.
As know guests judge standard of hotel and its services based on the front office response and
activeness towards staff (Quarshie and Amenumey, 2018). When they offer quick services of
check-in and check-out services and communicate them effectively that leads satisfaction in
customers about hotel services. So, it is primary role of manager to provide best training to their
staff. It leads quality in their services which they deliver to guest at front desk.

key legal and statutory regulations
Britannia is UK’s famous hotel which is a part of service industry so it is needed to
ensure that basic regulatory and legislative requirement and rules etc. are taken care by them
effectively while providing its services to the guest. Rooms Division department comply with
overall legal and statutory rules and regulation while performing various type of operation within
hotel which builds trust of guest and employees on brand. There are several key aspects which
are focused by Rooms Division operation. These are described below:
Health and safety
It is important aspects of legislative requirements that is focused by Rooms division
operation. It is primary responsibility of the hotel that guest does not have to face safety issues.
So, they need to ensure their guest by giving room hygienic and food & beverage as well that
ensures good health (Reid and Sanders, 2019). Britannia hotel provides spas and fitness centre to
the guest which is a pert of ensuring good health. Hotel gives security to guest by offering lock
services and fire extinguisher provision that also gives assurance to people about safety.
Hazardous substance
It is another legislative requirement which take care by rooms division operation that no
hazardous substance uses in hotel. According to law if any service industry uses hazardous
substance which can cause fire, skin damage and health damage to the guest is strictly banned. It
is crucial for the hotel to avoid those substance which cause fire that ensures safety.
Price Tariff and Display
According to regulatory, service industry must ensure that the detail of tariff for each
category of room and the snaps displays are same and not mislead to any type of guest either
they reserve reasonable room or premium rooms. When any service industry does not follow this
rule and mislead the guest then takes strict action by government against premise. Room division
operation keep care of the legislative requirement where they give overall detail about room
prices, categories, services, interior of rooms and tariff taxes. In addition, they offer legal website
for the guest so that they can direct communicate with front office about room reservation and

their services as well. Britannia hotel comply with this rule and gives reliable information to the
guest so they ensure about hotel services and brand as well (Seraphin and Ivanov, 2020).
Data protection
Data protection is one of the most essential legal requirements for the hotel because they
keep detailed information about guest before occupying room such as personal detail,
identification proof and booking information. this information is important to keep protection so
that third party does not misuse their information. so, it is main responsibility of hotel to ensure
their guests that no information will misuse or leak to third party. When service industry disobey
rule or give to third party for misusing then strict action takes by government against hotel.
Critically analyse the Yield Management/Revenue Management
Revenue Management
Revenue Management refers as a process that use to exploit revenue of room within
hotel. It is basically dependent on the economics of supply and demand. In other word price
increases when demand is higher and prices declines when demand is too weak. Revenue
management has aim to sell each room at hike price which generates high revenue within hotel.
But in the reality rooms are sold at discount as compared race rate (Seymen, 2018). To improve
demand offers promotional discount and groups rates by the hotel as result generates high
revenue. Where revenue management plays essential role in the hotel such as they select
premium room for premium customer at premium rate so that they can maximize revenue per
available room. The main goal of the revenue management is to influence profit ability. The
management evaluates demands of room based on the previous demands and estimates demand
for premium room in each night. The revenue management system observes and monitors
number of reservations on the basis of previous trends, current demands. On the basis of
observation determines number of rooms and their categories for selling purpose by revenue
management and fixes prices to obtain the high revenue within hotel.
Yield management
It is a variable pricing strategy approach which is based on the understanding,
anticipating and encouraging customer behaviour to buy services in order to maximize revenue

by fixing, time-limited resources i.e. airline seats, hotel room reservation etc. Yield management
plays essential role within organization because they play important function of supply and
demand economy. The management helps revenue management to decline loss in revenue by
providing different pricing strategy as result influences customer behaviour to buy services.
There are several elements of yield management which can help revenue management to
generate high revenue by influencing occupancy and average daily room rate as well.
Transient or FIT room sales
Transit room are those rooms which sells to free individual travellers or can say potential
business man who like to book closer to date of arrival or some time group of business books
room I to 3 weeks before arrival. Where revenue management can take advantage of the element
to improve occupancy rate in the hotel. Front office manager gives special treatment to these
type customers and offers deluxe rooms at premium prices for attracting customers especially on
that time when demand is low. Apart from his, manager categorizes rooms based on the location,
preferences, take high charge for better rooms. So, it is best element for the revenue management
which they can apply to increase occupancy rate and can generate high revenue. Hotel gets
negative impact by revenue management and yield management when both are unable to
perform their operation effectively. For example, when yield management unable to develop
price strategy for the premium guest then revenue management can’t attract customer as result
get loss in revenue. Another reason is that when revenue management is not capable to apply
strategy which is given by yield management as result gets loss in revenue. So, revenue and yield
managements need to coordinate together effectively to get high result within hotel.
CONCLUSION
The brief study provided understanding about room division responsibility that handled by
management who act as an operation management and deal with developing of a pleasant and
enjoyable environment. Apart from this, they kept senior position and responsible for overseeing
front office and housekeeping operations within hotel. It has been concluded services which
provided by the revenue division management. Roles and responsibility of front office manager
and legal and statutory regulation has been summarized in report. The brief study given
understanding about revenue management and yield management and their roles within hotel.

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