Analysis of Rooms Division Operations Management in Hilton Hotels

This report provides a comprehensive analysis of rooms division operations management at Hilton Hotels. It begins with an introduction to the concept and then delves into the key sub-departments, including front office, housekeeping, and reservation services. The report demonstrates an understanding of these departments and their functions within the hotel. It then provides a critical description of two key positions within the rooms division, outlining their roles and responsibilities. Furthermore, the report analyzes key legal and statutory regulations that Hilton Hotels must adhere to, ensuring the safety and well-being of guests and employees. Finally, the report offers a critical analysis of yield management, exploring strategies that revenue managers can implement to enhance occupancy and average daily room rates, particularly during periods of high demand. The report concludes with a summary of the findings and provides references to support the analysis.

Rooms Divisions
Operations Management

Table of Contents
Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Demonstration of knowledge and understanding about key sub departments of rooms
divisions operations management...............................................................................................1
Critical description of or responsibilities of two rooms divisions positions in Hilton Hotels....2
Analysis of key legal and statutory regulations in Hilton Hotels................................................4
Critical analysis of Yield management. With high demand operations of yield management
which revenue manager could implement in hotel to enhance occupancy and average daily
room rate.....................................................................................................................................5
CONCLUSION ...............................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Room divisions operations management are said to basically services provided to
customers which consists of service provided by room divisions, accommodations and front
office services. As accommodation that is given in hospitality facilities generally consists of high
number of rooms as well as housing services (Kovalchuk, 2021) . Rooms divisions operations
management is involved in providing quality services to customers in order to generate customer
satisfaction and profits maximisation for their business. This report is based on room divisions
operations management of Hilton Hotels, which is an American multinational hospitality
company which manages as well as franchises a wide portfolio of hotels as well resorts. This
report includes understanding of sub departments of rooms divisions, roles and responsibilities,
legal and statutory regulations, critical analysis of yield management along with its conclusion.
MAIN BODY
Demonstration of knowledge and understanding about key sub departments of rooms
divisions operations management.
Room division operations plays an important and critical role in having growth and success in
carrying hotel business. Front office as well as housekeeping accommodation is one of services
that has been given by room division activities (Guda, 2019). It has been analysed that front
office as well as housekeeping stay services plays a important function in serving customers
from their check in to check out of stay of customers. This facility of room division is guided
towards achieving highest possible degree of customer satisfaction by offering fast, efficient and
right facilities to customers. Front office as well as housekeeping accommodation services are
difficult and critical as customers as well as guests of Hilton Hotels come in direct contact of
employees working in housekeeping and front office department. With that reservation is also
service which is provided by Hilton Hotels which is consist in room division operation of
company. As these facilities are directed and guided towards accomplishing and achieving
customer satisfaction by booking or registering room in well furnished and services before
customer and guests come in hotel. There are facility of reservation are linked with providing
customers and guests with information about availability and occupancy as well as cost of room
in their hotel. Housekeeping as well as uninformed services of room division operations of
Hilton Hotels will be organised towards maintaining hygiene as well as cleanliness of rooms.
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As front office areas plays more important functions in making and designing target audience
which is business guests aware about their core potentials of hotel. Front office area will also be
provided target audiences with an view of efficiency of various services and facilities as well as
systematic arrangements offered by company. Accommodations is referred a key operations in
front office area and function of this service is necessary as it helps in monitoring fact which
hotel customer and guests are given with secure, safe and comfortable stay (Rogers, 2019). It
has been evaluated that these departments and divisions carries a large number of hotel
employees and customers are present and management of Hilton Hotels requires to ensure that
customers as well as customers are given with satisfactory and right services. Front office and
housekeeping areas are also essential as it directly contributes to improve degree of customer
loyalty as well as satisfaction. And if services delivered by front office or housekeeping are
ineffective then hotel may start facing challenges and issues related to gaining customers and
increasing profits. Front office and housekeeping could give target customers with a view of
effectiveness of various facilities and arrangements provided by Hilton Hotels. Stay service is a
key facility in front office area, and role of this service is important and necessary as it helps in
checking fact that hotel customers and guests are given with secure,comfortable as well as stay
Critical description of or responsibilities of two rooms divisions positions in Hilton Hotels.
As it has been stated that accommodation within hotel businesses are being classified in
two categories that are front office and housekeeping. It could be explanation that reception as
well as stay services are two different and most essentials segments in hospitality companies. As
there are various roles and responsibilities of hotels which are essentially required to be
performed in order to order to carry their operations effectively and smoothly. Accommodation
includes two key components which are housekeeping and front office. As housekeeping
manager’s function is to staff housekeeping department’s role. As they are usually main point
individuals for housekeeping section when communicating with other sections, such as through
in emails as well as meetings. It has been analysed that and expressed that primary motive of
accommodation in companies is to provide customers with a surrounding where they could
easily sit, relax and stay. And role and function of reception is to give various kinds of
customers services that are guided towards improving degree of consumer experience and
satisfaction in effective way. In terms of Hilton Hotels, various roles and responsibilities which
are performed by hotel company in front office and housekeeping are follows:
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Role as well as responsibilities of stay services:
 Making and designing arrangements of quality stay for their customers.
 For having and ensuring inventory monitor of kitchen or other related areas.
 Ensuring care of health or safety environment.
 Maintaining and keeping a systematic communication or coordination with other related
sections (FALTEJSEK and CHUDIKOVA, 2019).
 Ensuring and enabling hygiene in rooms and hotel premises.
There are various roles and responsibilities reception in front office as well as housekeeping
services that are as follows:
Front office:
 Maintaining and improving degree of customer satisfaction so that competitive advantage
could be easily gained for establishing and creating brand image in minds of customers.
 Meeting and accomplishing desired and planned targets of hotel in order to increase
profitability and revenues.
 To keep an analysis of markets and customer trends to fulfil requirements of customers
effectively.
 Meeting and fulfilling needs and demand of customers in best possible manner.
 To register their customer in gathering important data and information.
 To welcome and greet their customers upon their arrival and assign their rooms to them.
 Confirm group reservation and arrange personalised services for VIP customers and
events attendees.
 Provide response to customers in a timely and professional way.
 Provide customers information and service about their hotel, available rooms, rates and
amenities.
 Perform all check in and check out operations and tasks in workplace. Manage various online and phone reservation as well as conversation of customers for
performing functions of employees.
Housekeeping:
 Cleaning customer’s rooms mid stay service and after their departure.
 Replacing damage linens as well as towels as well as making bed.
 Removing dirt and garbage, by recycling and room service trays for customers.
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 Organising and stocking housekeeping carts for their customer for their treating them
well.
 Notifying their maintenance section about damaged appliances, old light bulbs.
 Upholding company’s confidentiality or security standards.
 Sorting, washing, folding, drying and organising all hotel laundry that consists towels.
 Mixing or measuring soaps, detergents as well as cleaning products.
 Handling guests valet laundry as well as dry cleaning within agreed upon timescale of
customers and company (Johnston, Diamant and Quereshy, 2019).
 Operating washing or drying machines.
 Using and implementing hand eye coordination or fine motor skills for treating
customers.
 Trying to please them by providing quality services and handling with their queries.
Analysis of key legal and statutory regulations in Hilton Hotels.
It has been analysed and evaluated that there is various kind of legal or statutory needs
that applicable to room division facilities and these needs are to taken well by caring businesses.
As in terms of Hilton Hotels, company is focused and responsible for ensuring care of health or
safety of its customers as well as employees in best possible ways. Hilton is liable for providing
safe and secure accommodations, drinks as well as food for its customers. As per accordance to
legal or statutory needs company is responsible for ensuring that safety kit should consist CCTV
camera, secured locks, emergency exits, security guards as well as fire alarm should be present in
their workplace (Iyer, 2019). Hilton is also required to ensure that risk analysis is carried out on
regular intervals or corrective actions which are to be carried to mitigate various risks in best
effective way. There is contract service that consists franchise and management of company
(Jackson, 2020). It also consists role of franchise or parties that are related in business. These
laws represent and shows creation of antitrust law. It determines gain in number of hotel
franchise in global markets. It is due to rise of generation of revenues as well as in addition into
luxuries services which is provided by hotels to its customers and will fetch to its customers
about more amount of revenue (Drury, 2018). It also consists laws of elements that consists acts
of intentions. There are also various statutory laws and regulations which are followed by Hilton
Hotels in order to increase in performance as well providing quality services to their customers
that are as follows:
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 Health and safety at work: This regulation states that employers have duty and
responsibility to ensure employees’ safety, welfare as well as health at work. This
regulation is carried by company to protect company’s employees as well as its
customers from having any injuries and health illness. Managers of Hilton Hotels should
give and maintain a secured workplace that uses safe equipment or tools, protecting from
any improper operations and behaviour which is likely to keep safety, welfare and health
of employees at risks, provide instructions as well as training to employees on health or
safety. Fire safety: This is a safety combination of practices which is intended to reduce damage
which is caused by fire (Schilling and Shankar, 2019). There are various fire safety
measures used by Hilton Hotels that consists to provide ignition of uncontrolled fire and
which are used to limit development and affects fire after it starts. Premises licenses: It is referred to a law of having club or hotel premises certificate, it is
a permanent license which is granted to hotel company for a particular location that
authorises holder to carry their business activities effectively. Hilton is focused in
providing having license for carrying their business activities so that no problems could
be occurred in their workplace.
 Data protection act: This regulation and act is designed and created to prevent personal
secured data which is stored on computers in an organised paper filing system. Hilton
Hotels is using this statutory law and regulation to prevent from losing of personal data
and information of their employees as well as customers.
Critical analysis of Yield management. With high demand operations of yield management
which revenue manager could implement in hotel to enhance occupancy and average
daily room rate
Role of revenue according to basic need of yield that makes accurate form of management of
functions. Role and function of hotel into expansion into a wide unit area helps in increasing cost
of different forms which are related in process. And for having effectiveness yield management
is carried that states a variable pricing strategy which is based on knowing, anticipating or
influencing customer behaviour to maximise and increase revenues as well as profits from a
particular, time limited resource (Abushaikha, 2018). It is generally a variable costing strategy
which based on anticipating, influencing or understanding customer behaviour to increase
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revenues and profits from specific time resources. In terms of Hilton Hotels, yield management
is carried by company in their management activities in order to maximise their occupancy and
rooms revenues by having total revenues. As total revenues are referred as monetary cost that
has been gained by company by selling their rooms to customers in a particular timescale. In
general terms yield management is a process of different stages of strategies or action plans that
are designed, implemented and used by Hilton Hotels to achieve highest or more revenue from a
foxed source (Bolhassan, 2020). It is considered as most effective and efficient activity which
involves in distributing rooms according to requirements and preferences of hotel guests. It
states that customers through requirements of single room could be given with single room
individual only or in situations and if that room is not applicable that time management of hotel
should not try to have stay service to their customers in twin rooms as it will outcome in having
loss of revenues. It has been analysed and determined that in order to maximise profits company
pays attention in keeping their booking, cash flow and customers updated. Company should put
these items into reality to make them tangible and functional. Company also requires to
implement various effective strategies that could work well on all factors of operations in hotel.
And these strategies could be applied in sales, profit management and in marketing.
As once company starts to practice revenue management strategy it will help in increasing their
revenues and profitability. It is very essential and important for company to possess an effective
and efficient profit management strategy. Yield and revenue management is carried in businesses
to ensure that company is imperative in competitive market. A good and effective system of
management also ensures that managers should avoid controlling prices and other essential
variables in a manner which is proactive instead of a manner which is reactive. Hilton Hotels
should also focus on keeping a comparison of their price with that all its competitors in a planned
target could be handled well (Ronen, Pliskin and Pass, 2018). By carrying this there will be rise
in their capacity in terms of their generation and style of booking which is high and effective.
There should be specific management of different channels in hotel management. Hotel should
ensure its availability of room inventory which is present for buying in all channels. These
channels are normally available. In order to attract customers to reach towards Hilton Hotels, as
rates across all available networks should be fair and equal.
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CONCLUSION
From above report it has been concluded that rooms divisions operations managements is
said to be important as well as essential activities which are necessary to be performed by hotel
company for earning their sources and maximising their profitability. This report clearly
identifies and determines about sub departments of rooms divisions. There are various
responsibilities and duties of various two rooms division positions. There is a brief explanation
legal and statutory regulations and critical analysis of yield management which is required to
enhance occupancy in markets.
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REFERENCES
Books and Journals
Abushaikha, I., 2018. The influence of logistics clustering on distribution capabilities: a
qualitative study. International Journal of Retail & Distribution Management.
Bolhassan, S.N., 2020. Difficulties faced by facility management employed in hotel (Doctoral
dissertation, Universiti Teknologi MARA Cawangan Sarawak).
Drury, C., 2018. Cost and management accounting. Cengage Learning.
FALTEJSEK, M. and CHUDIKOVA, B., 2019. Facility management and building information
modeling during operation and maintenance. In MATEC Web of Conferences (Vol. 277, p.
02022). EDP Sciences.
Guda, H., 2019. Essays in Operations Management (Doctoral dissertation).
Iyer, A.V., 2019. Toyota: Supply Chain Management. MGH.
Jackson, B.J., 2020. Construction management JumpStart: the best first step toward a career in
construction management. John Wiley & Sons.
Johnston, D., Diamant, A. and Quereshy, F., 2019. Why do surgeons schedule their own
surgeries?. Journal of Operations Management .65 (3), pp.262-281.
Kovalchuk, J., 2021. Technologies of the Fourth Industrial Revolution as a Driver of Advancing
in Digital Operations Management. In Digital Strategies in a Global Market (pp. 99-115).
Palgrave Macmillan, Cham.
Rogers, T., 2019. Selling rooms and making money in the lodging industry: analyzing the effects
of RevPAR and GOPPAR together.
Ronen, B., Pliskin, J.S. and Pass, S., 2018. The hospital and clinic improvement handbook:
Using lean and the theory of constraints for better healthcare delivery. Oxford University Press.
Schilling, M.A. and Shankar, R., 2019. Strategic management of technological innovation.
McGraw-Hill Education.
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