Comprehensive Report: Rooms Division Operations Management

This report delves into the intricacies of rooms division operations management within a hotel setting, focusing on the Clientele Hotel in London. It examines key areas such as accommodation and front office services, detailing the roles and responsibilities of staff like room attendants and receptionists. The report explores legal and statutory requirements, emphasizing cleanliness, safety, and guest comfort. It analyzes the importance of the front-of-house area, discussing planning, management, and operational issues. Property interiors and design are considered, alongside critical aspects of accommodation service planning and management. Revenue per yield management activities and sales techniques are also discussed, with a focus on forecasting and performance indicators. The report underscores the importance of effective management, communication, and employee training to enhance guest satisfaction and business performance. The report also includes the references used to complete the assignment.

Rooms Division Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
Task 1...............................................................................................................................................1
1.1 Accommodation and front office services...........................................................................1
1.2 Roles and responsibilities of accommodation and reception services.................................2
1.3 Legal and Statutory Requirements........................................................................................2
1.4 Services provides by the Room Divisions............................................................................3
Task 2...............................................................................................................................................3
2.1 Importance of the Front of house area..................................................................................3
2.2 Key aspects of Planning and Management the Front House Area........................................3
2.3 Key operational issues for effective management and Business performance.....................4
Task 3 ..............................................................................................................................................4
3.1 importance of property interiors and design.........................................................................4
3.2 Critical aspect of planning and management for accommodation services..........................5
3.3 Operational Issues.................................................................................................................5
Task 4...............................................................................................................................................5
4.1 Revenue per yield management activities ............................................................................5
4.2 sales technique for room division of staff.............................................................................6
4.3 Forecasting and statistical data..............................................................................................6
4.4 Rooms Division Performance Indicators..............................................................................6
Conclusion.......................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Room Division operation management is the one of the part of the high rated starts hotel.
They services depending upon the wide range of hospitality business. Room division manager is
responsible for executing housekeeping and front office. Manages the general operation of the
front office including Reception, Concierge, Housekeeper, Reservations and Engineering.
Clientele hotel was opened in August 2006. The hotel is surrounded by the city centre's elegant
shops, cafes, restaurants and bars. Clientele hotel in Landon they provides for services such as
accommodations, meals and services of travel and tourists. The hotel division managers has to be
managed the all types of work in hotel rooms such as room cleaning for looking better and clear,
managed the leaves schedule of all employees. Managers has to more efforts for guest who has
more comfortable and more safe in their hotel (Bardi, 2003).
Task 1
1.1 Accommodation and front office services.
The front office and accommodation services of Clientele hotel is responsible for
checking in and out of the guests the hotels (Walker and Walker 2016). Front office services is
first encounter a staff at a place of business.
Accommodation Services:
 Cleanliness of Public areas – Public areas cleaning is the most important and challenging
task of the Clientele hotel. The place comes under the are lobby, restaurant, front desk,
guest corridors and banquet halls etc.
 Cleanliness of Guest Room – The important role in customer satisfaction is the
cleanliness of guest rooms, bathrooms, towels, linens and commons area. The services in
hotel removed soiled linens from bed and bath.
 Rooms status terminology – In the room status terminologies including occupied rooms,
do not disturb and cleaning in rooms. These types of terminologies is using in the hotels
(De Jorge and Suárez,2014.).
Front Office Services :
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 Reservations – In hotel reservation services is one of the important responsibilities of the
front office department. A guest contacts a hotel for availability of the desired type of
accommodation (Tussyadiah and Pesonen 2016).
 Concierge - A services of hotel duties similar to those of receptionist. The role of the
Concierge usually assists guest after they have checked into a hotel.
 Bell Person – A services bell boy provides customer services to hotel guest luggage
assistance. It will also store luggage for guest.
1.2 Roles and responsibilities of accommodation and reception services
Analyses the roles and responsibilities of the accommodation and reception service staff.
Understanding of the critical role played by accommodation reception during guest stay
(Calveras 2015.).
Role and Responsibilities of Room Attendant :Room attendants is provides of cleaning the
guest rooms, to report all the problems and limiting & accessing the guest. Responsibilities of
room attendants are protecting the germs for guests, so that they are better cleaning rooms
(Hammer, 2015.). A responsibilities of housekeeping room attendant is guest room are vacuum,
clean , dust and polish. Make beds, change sheet, used towels and toiletries remove and replace.
The guest room security and privacy of guest.
Roles and Responsibilities of Receptionist : Receptionist welcome guest as they arrive at the
hotel. They role is including checking guest in and out, taking reservation, issuing keys by
telephone and email. Receptionist greet guest on arrival at the hotel it is important that they make
a good first impression. The responsibilities of receptionist greet clients and victors with a
positive, helpful attitudes. They will check for the booking of the client, keep accounts of the
funds received and make note of balance payments.
1.3 Legal and Statutory Requirements
Legal and statutory requirements involved the proper formation of the room services.
They provide all those comfort services for the guest of Clientele Hotel. It includes common
rules regarding cleanliness, physical facilities and other hospitality services. Clientele hotel daily
maintenance of the room and suits the facilities is very safe and hygienic manner. The safety of
the deposit boxes its also provides and its also includes the guest luggage safety of storage at the
correct position. It also includes rooms availability of Wi-Fi and internet connection. The
attention of the guest is very important to run the hospitality business successfully. The legal and
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statutory requirements Clientele Hotel is very much careful about these issues. Its provides the
guests safe guards to the luggage. Under the law they kept to enough space within the hotel
premises for the entertainment of the guests.
1.4 Services provides by the Room Divisions
In the hospitality businesses in the services provided by room division they offers of
guest such as excellent level of comfort, quality and luxuries. They services provides to its guest
like greetings, flowers present for them and many extra facilities like shoe polish, ironing etc.
The basis level of the services offered is the traveling facilities, food and shelter facilities. In
hotel service provide the hotel has family package as the discount for the family members (De
Jorge Suárez 2014). They services regarding the room division offer services like child services,
food and beverage service in all public areas on the hotel these are based upon the popularity by
the customers. Customers demand properly in Clientele Hotel health services, beauty parlors and
spa. The facilities of services have brought about much profits for the hotel. Clientele Hotel to
provide there is presence of chairs, coach and other facilities to guests and customers.
Task 2
2.1 Importance of the Front of house area
The front of house areas is important department in hotels. In the front house areas
including services such as, working at reception desk, housekeeping, gathering information and
cash exchanges. On front house they can directly deals with customers. The services of front
house is to maintain the accounting, marketing and customer dealing (Walker and Walker,
2016). Customers are directly deal with front house for any problem of housekeeping services. If
the services are providing of better ways so that customers are highly satisfied with hotel. Good
and clean environment of front house areas it the key point of customers satisfaction. On the
front house, employees should behaving good in front of the customers.
2.2 Key aspects of Planning and Management the Front House Area
The planning and management of the front house areas is important for hotel. Because
proper planning and management is to help in providing good services of customers or guests.
On the front house, manager should be considered well communicated and well trained
employees. The planning and management of front area is to attract of more guests in hotels.
Font house's employees should be in mannered and behaving good and better in front of the
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guests, so that guests are being happily visiting their hotel more and more time. Designing of
front area is more important work and decision of managers (Hammer, 2015.).
2.3 Key operational issues for effective management and Business performance
There are various key issues of operations in the business. Those issues not only
problems in effective management but also help them in business performance. On the front
areas, miscommunication in between management and department, management and staffs,
staffs and staffs, not providing services on front areas, cash transaction issues and other issues
related to the hotels. There are many ways that are using in the issues to overcome. Training of
front house employees, communication training of staffs, departments and management as well
(Walker and Walker, 2016).
Task 3
3.1 importance of property interiors and design
Clientele Hotel being a world standard hotel should design its overall businesses are
gorgeously. It is always difficult to decided the types of interior design can meet the needs as
well as lifestyle of the customers because most of the designs do not seems to have any need for
improvements unless and until the hotel is using it as its business promotional purpose. The
satisfaction from the customer and guests of the hotel it is essential that the property interior and
design function of the hotel is to planned in an very effective manner (Zomerdijk and de Vries
2007).
The interior of the rooms and suits should be well furnished and they are to be comprise
of automated services in the room. It also provides the goods standards of the room. It also
includes safety of storage are which includes placing the luggage at the correct position. Interior
design help the guests feeling to remain in the renovated and newly built house while they are
coming at the next time at the hotel. Clientele Hotel space within the rooms is very important.
Free space with in the rooms always attract the customer and give them a comfortable
environment.
3.2 Critical aspect of planning and management for accommodation services.
There is critical aspect in the planning along with the management required in the
accommodation from of services. Accommodation service function in hospitality operation
refers about the several facilities which are provided by the hotels to its like food. Beverages,
room services, ironing, shoe polish and other services which are provide for all 24 hours. It is
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very essential that all this services are to be planned and managed in a very effective way as they
are statutory requirements for maintaining the standards of the hotels. Hospitality business like
hotel businesses is very competitive (Bardi 2003). Clientele Hotel should prove its better
accommodation service to attract more customer. The rooms and toilet associated with the rooms
should be neat and cleaned. Its accommodation service should be luxurious as well as gorgeous.
The furniture and other equipment should be modernized and should have a touch of aristocracy.
3.3 Operational Issues
There are many operational issues in front of staff and management. Such as; technology
issues, services issues and cash issues. In the technology issues includes machine not working,
in the room lights, AC'S and fans are not properly working etc. In the services issues includes
front areas services and housekeeping services. In the cash issues includes issues of currency. All
these issues is affected on operational working in the hotels (Zomerdijk and de Vries, 2007).
Task 4
4.1 Revenue per yield management activities
The role of the revenue as per the basic requirement of the yield makes the correct form
of the management of the activities. The role of the hotel into expansion into a large unit area
increases the cost of the other forms of roles involved into the process. It is shown by the
increase in the number of activities in the hotel which will draw more number of people into the
businesses. There need to be improvement in the management and supervisors of the work done.
4.2 sales technique for room division of staff
Management and staffs has adopted various sales techniques for room division of
customers. They can provide better services in front of customers, they can provide all the
facilities in room of customers, they can also provide a housekeeper on every room so that
customers has not faced any of the problems. They can provide healthy food to customers. These
techniques are help for staff and management to be better performance in front of customers
(Kerzner and Kerzner, 2017.).
4.3 Forecasting and statistical data
Increasing the revenues, they can provide more and more services to their customers so
that customers will more and more time to visit in their hotels and increasing the profits of their
hotels. They can also organized conference, meeting in their hotels. The more addition into the
luxuries provided by the hotel to its customers will fetch more amount of revenue. The total
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number of bedding is one lake seventeen thousand and six hundred. This shows an occupancy
rate of bedding of about 64.4%. The profit in total is shown about 12% in the year 2010.
4.4 Rooms Division Performance Indicators.
The performance indicators show the division of rooms which provides a huge role of the
generation of the revenue. It shows the increase in the rank of the hotel in the international
market. It is due to the rise of the generation of the revenue. This is an accurate statistical data
which is required to enroll into the introduction of different ventures in the hotel businesses. This
will give rise to huge amount of revenue generation. The more addition into the luxuries
provided by the hotel to its customers will fetch more amount of revenue. This is a need to have
a bar for seat coffee. The equipped form of the hotels requires the facilities of a large range.
There may be proper values provided for treatment of various form of reception provided in the
industry.
Conclusion
Hospitality businesses is one of the most competitive businesses because of its dynamic
business nature. These type of businesses always deals with the customers needs and preference,
where any kind of silly fault or mistake can cost huge loss of the popularity of the company,
which in return decrease profit in short term and affect goodwill in the long term. That is why,
well-behavior and desired level of decoration is one of the key indicators for the success in the
industry.
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REFERENCES
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Bardi, J. A., 2003. Hotel front office management. John Wiley & Sons Ltd.
Calveras, A., 2015. Corporate social responsibility strategy in the hotel industry: evidence from
the Balearic Islands. International Journal of Tourism Research. 17(4). pp.399-408.
De Jorge, J. and Suárez, C., 2014. Productivity, efficiency and its determinant factors in hotels.
Halkias, D., Pizzurno, E., De Massis, A. and Fragoudakis, M., 2014. Halal products and services
in the Italian tourism and hospitality industry: brief case studies of entrepreneurship and
innovation. Journal of Developmental Entrepreneurship. 19(02). p.1450012.
Hammer, M., 2015. What is business process management?. In Handbook on Business Process
Management 1 (pp. 3-16). Springer, Berlin, Heidelberg.
Kerzner, H. and Kerzner, H.R., 2017. Project management: a systems approach to planning,
scheduling, and controlling. John Wiley & Sons.
The Service Industries Journal. 34(4). pp.354-372.
Tussyadiah, I. P. and Pesonen, J., 2016. Impacts of peer-to-peer accommodation use on travel
patterns. Journal of Travel Research. 55(8). pp.1022-1040.
Walker, J. R. and Walker, J.T., 2016. Introduction to hospitality management. Prentice Hall.
Zomerdijk, L. G. and de Vries, J., 2007. Structuring front office and back office work in service
delivery systems: an empirical study of three design decisions. International Journal of
Operations & Production Management. 27(1). pp.108-131.
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