Rooms Division Operations Workbook Assignment Submission Form

This assignment delves into the multifaceted world of rooms division operations, comparing and contrasting the services offered by hotels, hospitals, and prisons. The assignment examines the roles and responsibilities of front-of-house and back-of-house staff, including receptionists and housekeepers, and analyzes the legal and statutory requirements that govern these establishments. It explores the importance of the hotel reception to overall management, evaluates the critical issues in the management and performance of reception and housekeeping areas, and discusses various sales techniques that reception staff can use to increase revenue. Furthermore, the assignment assesses the importance of interior design elements like ambience and effective space utilization in hospitality businesses like resorts and hostels. Finally, the assignment considers the differences in job requirements for reception staff and head housekeepers across hotels, hospitals, and prisons, and how statistical data and forecasting could aid in planning and management within a hotel setting.

RDO WORKBOOK
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To be completed by Student
Learning Outcomes Assessment Criteria
(please tick as
appropriate)
Task No Evidence (Page
Number)
LO1 Understand services provided by the
rooms division in diverse contexts
1.1 different discuss accommodation
and front office services for
organisations
1.2 analyse the roles and
responsibilities of a range of
accommodation and reception
services staff
1.3 discuss legal and statutory
requirements that apply to rooms
division operations
1.4 evaluate services provided by the
rooms division in a range of
hospitality businesses
1.1 ☐
1.2 ☐
1.3 ☐
1.4 ☐
LO2 Understand the impact of
contemporary management issues on the
effective management and business
performance in the front of house area
2.1 assess the importance of the front of
house area to effective management
2.1 ☐

2.2 discuss the key aspects of planning
and management of the front of house
area for a given hospitality operation
2.3 critically discuss the key operational
issues affecting the effective management
and business performance of the front
office area for a given operation
2.2 ☐
2.3 ☐
LO3 Understand factors that contribute to
effective management and business
performance in the accommodation
service function
3.1 assess the importance of property
interiors and design to effective
management
3.2 discuss the critical aspects of
planning and management of the
accommodation service function for a
given hospitality operation
3.3 analyse the key operational issues
affecting the effective management and
business performance of the
accommodation service function for a
given operation
3.1 ☐
3.2 ☐

3.3 ☐
LO4 Be able to apply techniques to
maximise and measure occupancy and
rooms revenue
4.1 perform revenue/yield management
activities to maximise occupancy and
rooms revenue
4.2 discuss sales techniques that rooms
division staff can use to promote and
maximise revenue
4.3 discuss the purpose and use of
forecasting and statistical data within the
rooms division
4.4 calculate rooms division performance
indicators to measure the success of
accommodation sales
4.1 ☐
4.2 ☐
4.3 ☐

4.4 ☐
Note : Page 1 and page 2 are mandatory for assignment submission.

Que 1 Services AC1.1/ 1.4
Consider a hotel, a hospital and a prison, and discuss the services
of (FOH) reception and (BOH) housekeeping of rooms division by
comparing first, aspects that are similar to all, then state aspects how
their services differ.
The front office managers work in the front desk while taking care of the reservation. The
people involved work as concierge and cashiers while maintaining communication with
every person. The housekeeping staffs are headed by the executive housekeeper under
which the assistant executive housekeepers control the floor housekeepers, housekeepers
and housemen. The laundry duty also falls in the category of housekeeping.
The similarities and differences that exist between a hotel, a hospital and prison are
considered. Focus is on Hilton Hotel, Royal National Orthopaedic Hospital (RNOH) and
Belmarsh Prison
Hotel B&B Prison
1.Reservation/Pre-Arrival-
Reservation or pre arrival is
done at the Hilton Hotel to
by applying a standard
online booking process
Reservation/Pre-Arrival-
Reservation is done most
often in serious cases related
to injury or diseases
Reservation/Pre-Arrival-
Reservation or pre arrival is
done only if crimes
committed are spotted
2. Arrival-
Usually done by the
customers by themselves or
are accompanied by the
hotel people
Arrival-
Usually done via ambulance
or by the concerned people
privately
Arrival-
Arrival done via prison van
or police car

3. Occupancy/In Residence
Hilton Hotel provides
occupancy rate of over 500
rooms per hotel in the
country
Occupancy/In Residence
The Royal National
Orthopaedic Hospital has
over 40 beds for adults,
children and young people
Occupancy/In Residence
The occupancy rate of
Belmarsh Prison is about
910
4. Checkout/Departure
Fixed check up time, usually
12 pm and is escorted by the
hotel staffs or are provided
with pre-booked cars
Checkout/Departure
Check out is done as per the
fitness attained by the
patient and by the order of
the doctors. Departure done
with family members or
alone
Checkout/Departure
Check out either via bail or
after completing the
services. Departure done
alone

Que 2 Legal Requirements AC.1.3
Consider the same hotel, hospital and prison, and compare the legal
and statutory requirements between them. How do they differ?
Hilton Hotel abides by the Commonwealth Immigrants Act 1962 to allow every people the
right to migrate to the UK. At the same time, Consumer Rights Act 2015 is also followed
that legalises the ownership of goods and contracts for hiring goods (Legislation.gov.uk
2019). In the case of RNOH, the hospital needs to abide by the Consumer Rights
Protection and Wellbeing Act so that it can ensure proper sustainability is maintained in the
environment (Cms.law 2019). Prisoners at Belmarsh Prison abide by the rules and
regulations set by the prison owners such as abiding by the Mental Health Act for
vulnerable prisoners (Gov.uk 2019). At the same time, acts such as National Minimum
Wage Act 1998, Health and Safety at Work etc Act 1974 and Data Protection Act 1998 are
commonly maintained by Hilton Hotel, RNOH and Belmarsh Prison.

Que 3 Importance of Reception AC.2.1
Explain Why is the hotel reception important to the effective
management of the entire hotel, including the restaurants, spa, gym
facilities. Use examples.
The work of a hotel receptionist is considered as the most important mainly because it sets
about the image of a hotel among the customers. For example, the receptionist present at
the Hilton Hotel makes continuous communication with the customers and indulges in
effective management of the hotel. The Hilton Hotel consists of restaurants, gym and spa
facilities (Hilton.com 2019). It is the duty of the receptionist to ensure that proper supplies
are provided in each of the facilities so that customers do not have to suffer from any type
of hindrance. Along with this Nieves and Segarra-Ciprés (2015) stated that the appearance
of a receptionist. A receptionist needs to wear clean uniforms and need to greet every
customer with a smiled face so that people can get attracted to the hotel. At the Hilton
Hotel, the general interaction made with the customers are often scripted and it provides an
added value to gain a personalised hotel experience

Que 4 Reception vs Housekeeping AC2.3/3.3
Being critical- discuss issues in the management and performance of
the reception and housekeeping areas in a hotel and a prison by using
examples.
As stated by Baum (2016) it is imperative that every establishment faces certain issues and
challenges that may hamper the smooth progress of the success of the establishment. Some
of the issues that are faced by the housekeeping and reception of the hotel and prison
includes labour and skill shortage. This is an important issue for both the hotel and prison
as without excessive labour it can be difficult to control the people. At the Hilton Hotel,
labour shortage may mean that the 500 rooms of the hotel may remain unclean and
customers availing it may be deprived of effective and quality services (Hilton.com 2019).
Shortage of staffs at the Belmarsh prison may mean that the prisoners cannot be controlled
which may result in riots in prison and prison break (Justice.gov.uk 2019). Apart from this,
another very important issue that is faced by the establishments is that of the construction
costs (Deery and Jago 2015). Renovation costs are high in the UK which may amount to
more than 20% of the revenue earned by Hilton Hotel as it focuses on the development of
quality environment in the business (Hilton.com 2019). In Belmarsh prison, the
construction costs are usually high at about 40% since the prisoners more often than not
indulge in fist fights and cause damage while trying to escape (Justice.gov.uk 2019). Thus,
these issues may have a significant impact on the development of the establishments and
cause a huge impact in the revenue of the establishments.

Que 5 Sales Techniques AC4.2
Discuss at least three sales techniques that reception staff can use to
“increase” revenue for the hotel.
In order to increase the revenue of a hotel, different sales techniques are used by the
reception staff so that reputation and financial position of the hotels can be maintained.
One such technique that can be used is upselling. As stated by Newberry and Collins
(2017) this technique provides extra facilities to the customers so that they remain loyal to
the hotel. Another technique that may be used involves lowering the price of the hotel
particularly during peak season. This can help in the development of a competitive
advantage for the hotels. Apart from this, Singh et al. (2018) is of the opinion that
receptionist can launch the promotion of the hotel via social media. In the modern world,
the application of social media can be considered as one of the biggest advantages that
exist for an organisation (Chapman 2018). Thus, the use of social media can help hotels to
reach out to customers and increase the revenue. These techniques can be used by Hilton
Hotel in order to enhance the competition in the market.