Rooms Division Operations Management Report: Cliente Hotel Analysis

This report provides a comprehensive overview of the rooms division operations at Cliente Hotel in London. It begins with an introduction to rooms division, emphasizing its importance in hospitality management. The report delves into accommodation and front office services, outlining the roles and responsibilities of staff, including receptionists and room attendants. It covers legal and statutory requirements relevant to the UK hospitality industry, such as the Health and Safety Act and Data Protection Act. The report further explores the significance of property interiors and design, including interior design elements and guest room configurations. Key operational issues affecting management, such as human resource issues and linen control, are also discussed. The report concludes with an examination of revenue/yield management activities, sales methods to maximize income, the use of statistical data, and indicators for calculating room division performance, offering insights into how Cliente Hotel can enhance its operations and achieve its goals.

Room Divisions Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1: Accommodation and front office services...........................................................................1
1.2: Roles of accommodated and reception service staff............................................................2
1.3: Legal and statutory requirements.........................................................................................2
1.4: Services given by rooms division........................................................................................3
TASK 2............................................................................................................................................3
Covered in PPT...........................................................................................................................3
TASK 3............................................................................................................................................3
3.1: Importance of property interiors and design........................................................................3
3.2: Critical aspects of planning and management of accommodation.......................................4
3.3: Key operational issues affecting management.....................................................................4
TASK 4............................................................................................................................................5
4.1 Revenue/yield management activities...................................................................................5
4.2 Sales methods to maximise income......................................................................................5
4.3 Use of statistical data within room divisions........................................................................6
4.4 indicators to calculate room division performance...............................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Rooms division is an important concept which are related with effective operation of
hospitality functions. The management of Hotel is held responsible to assign roles and
responsibilities to their employees on the basis of their skills and capabilities in order to achieve
profitable outcome. Adoption of technologies with a motive of enhancing the occupancy and
rooms revenue. The front reception office in Hotels play an effective role in communicating and
coordinating with different departments. Clientele hotel which deals in providing hospitality
services in London. The project covers the accommodation and front office services, roles and
responsibilities of reception services staff and statutory requirements which are needed in order
to operate room's division (Argaiz, 2011). The importance of Front of house area and property
interiors and design which help in making hotel room more attractive are also discussed under
this report.
TASK 1
1.1: Accommodation and front office services
Accommodation: It refers to a room or place which are provided by Hotels to their
customers for the purpose of stay for particular period of time and in return they charge prices
from them. Therefore their main focus is to attract clients which comes in London for
professional purposes.
Front office: Clientele Hotel is located in London which provides different diversified
services in hospitality market. The reception office which is located in front of Hotel play an
important role in performing core operational functions. They offered different services which
are explained as below:
 Reservations
 Sales and marketing
 Housekeeping and concierge
Housekeeping: It is another work which need to performed by housekeeper which help
in maintaining all rooms clean and ready for new customers. Some other responsibilities they
performed are determined as below:
 Making all arrangements so as to provide comfort to customers.
 Providing room with well cleaned and ready.
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 Creating healthy atmosphere
 Ensuring customers about safety and security regulations.
1.2: Roles of accommodated and reception service staff
There are different roles and responsibilities which need to be performed by Room
attendant which are determined as below:
Cleaning and preparing rooms: They have responsibility to maintain all hotels rooms
clean before and after customer' stay. It includes various functions such as changing bedsheets of
bed, dusting the room and furniture, cleaning bathroom etc.
Customers service: They have responsibility to interact with customers and collecting
feedbacks and identifying their satisfaction level at the time of leaving Hotels which helps them
in taking corrective steps to overcome problems if any faced by them during stay. This helps in
ensuring safety and privacy of customers as well (Balia, Verizon Patent and Licensing Inc,
2012).
Roles and responsibilities of Front office receptionist
 Welcoming customers in more impressive way.
 Receiving calls and getting informations regarding check-in of customers.
 Maintaining records of all clients who booked room in their Hotel.
 Managing accommodation facilities during check-in and check-out of customers.
1.3: Legal and statutory requirements
It is important for Clientele hotel to follow rules and legal standards implemented by
government of UK for the Hospitality industry so that they can successfully operate business
functions more smoothly. Such laws and standards are described as below:
Health and Safety Act, 1974: This act states that the management of Hotel is required to
think for the protection of health of their workers employed in Hotel due to which the workers
can contribute maximum efforts in achieving desired target.
Data protection Act, 1998: This act states that an organisation should required to
maintain and secure their important and competitive information from their rivals so that such
information should not use for illegal purpose by third parties. The managements are held liable
to maintain records through using security systems which lowering chances of misuse of data of
Hotel.
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Fire Regulations Act, 1971: This act indicates that an organisation should always ready
to cope up the situations of emergencies in order to protect their valuable assets. For this, fire
extinguishers should be placed at everywhere so that if any miss-happening occurred then they
have option to face them in more effective manner (Katz, 2012).
1.4: Services given by rooms division
The room division department of clientele hotel is offering their services in may
hospitality businesses. Their main aim objective is to expand the area of rooms and increasing
the rooms revenue. There are different places where room division offers their services which are
determined as below:
Room division operation in Train companies: Clientele hotel also provided room
services to Blue train. Their main focus is to provide quality services with a motive of enhancing
their satisfaction level. Room division provide suite in train where only two customers at allowed
at a time. Their services includes meal, tea and drinks which gives comfort to customers.
Restaurant with room facilities and cruises: They are also targeting cruises for the
purpose of providing their services. They offered restaurant with accommodation facilities to
their customers so to maximise their level of satisfaction.
TASK 2
Covered in PPT
TASK 3
3.1: Importance of property interiors and design
Property interiors and design made by the management of Clientele is more helpful in
attracting large number of customers and maintain good atmosphere at workplace.
Interior design: It is considered as an art which helps in improving the healthy atmosphere
through developing interior design. It should be more effective in guest rooms, public space,
function space etc.
Objectives of interior design
 Offering room facilities to customers
 Attracting customers to get their services
 Maintaining good atmosphere
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Types of Design
Designing of lobbies: It helps in attaining first impression of customers through
providing multi use lobbies (Ransley and Ingram, 2012).
Guest room configurations: This includes about providing surprises to their customers
such as sending own vehicles to receive their upcoming clients.
Elements of design
 Unity of harmony
 Balance
 Focal point
 Scale and operations
 Details
3.2: Critical aspects of planning and management of accommodation
There are many aspects which need to be considers by the management of Clientele in
order to provide effective services to their clients. Such aspects or functions are described as
below:
Guest supplies: The Hotel manager need to focus on providing different services and
facilitates to their guest such as:
 High Speed networking
 Self control air conditioning
 Working desk
 2 Line speaker phone with voicemail
 Bath robes
 Television Facilities
Controlling and updating room status: It is important for management to update
check-in and check-out of customers to their staff members so that customers faces no problems
during stay in Hotel (Schmitt, 2010).
3.3: Key operational issues affecting management
There are several issues arise sin Hotel which affects it operation and performance of
staff members as well. Thus, management need to consider and examine all such issues and
accordingly implement corrective actions. Such issues are defined as below:
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Human resources issues housekeeping: Human resource is considered as an asset of an
organisation thus need to properly treated by company in order to achieve better result. They
may faces various issues while performing their allotted activities. It can be resolved through:
Training: Providing suitable training and learning programs to their employees so as to
enhance their skills and knowledge to perform several function in more effective way.
Communication: Due to lack of communication between the managers and staff
members which creates issues regarding identifying roles and responsibilities. It reduces their
efficiency to perform give task. Thus the manager ned to establish communication channel
through which employees can communicate with each other.
Quality Linen control: The management need to focus on implementing quality control
system which helps in providing quality services to their customers. Due to lack of technology,
the management can able to quality of work may affected (Shimada, Shibata and Eaves, 2013).
TASK 4
4.1 Revenue/yield management activities
In order to increase the total volume of room occupancy a number of techniques are
available such as:
Management of yield – in order to attract the interest of different customers the
management of referred organisation can use differentiated pricing strategy. By bringing
variations in the existing rates it becomes easy to influence the customer’s choice.
 Maximum used methods of yield management:
 Effective cancellation process
 Redacting in the allotments of rooms in groups
 Seasonal or limited discounts
By adopting the above method total sales can be improved which will hence
increase the profit margins for the organisation.
4.2 Sales methods to maximise income
In order to raise the present sales of the referred business it is required that variety of
techniques are used to raise the present sales such as:
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Warm welcome at arrival – In order to influence the customer, it is required that they
are provided with a warm comfort as it is their first impression for the guest. His interest can be
developed using various discounts or other facilities.
Development of trust – During the stay of customer’s extreme loyalty should be
maintained so that long term relations can be developed with them and this way a particular hotel
become the all-time choice for the client and hence the room occupancy increases (Tonnisson,
2017).
4.3 Use of statistical data within room divisions
In order to make improvements or to develop statistical data is of great importance as this
way the comparative study can be done. When the management is effective in forecasting the
need for room division it becomes easy to deliver quality service. the purpose of same is
discussed below:
 Helps in making required arrangements
 Assist in remaining updated with the market
 Allows organisation to achieve the competitive advantage
 Helps in developing the existing standards
 Increases the satisfaction level of various customers
Variety of data for forecasting
 Data of previous months so that trend can be identified
 Approximately idea of cancelations taking place in every month
4.4 indicators to calculate room division performance
In order to calculate the effectiveness of accommodation in hotel a number of indicators
can be utilised such as:
Room Occupancy Percentage
= Number of rooms occupied/ Number of rooms available
= 880/1000= 88%
Average room rate
= Rooms revenue/ Number of rooms sold
= $50000/880= $ 56
Revenue Per Available Room
= Actual rooms revenue/ Number of available rooms
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= $50000/ 1000= $50
CONCLUSION
It has been concluded from the above project report that an effective performance of
management help Hotel in achieve growth and success for longer longer duration. Room division
manager has responsibilities to provide optimum support to Clientele Hotel through providing
accommodation facilities and other amenities which helps in improving brand image in
Hospitality industry.
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REFERENCES
Books and Journals
Argaiz, J. I., International Business Machines Corp, 2011. Method and system for managing
customer network value. U.S. Patent 7,941,339.
Balia, H. K., Verizon Patent and Licensing Inc, 2012. Systems and methods for managing and
monitoring mobile data, content, access, and usage. U.S. Patent 8,095,124.
Katz, R. H., 2012. Information management for engineering design. Springer Science &
Business Media.
Ransley, J. and Ingram, H., 2012. Developing hospitality properties and facilities. Routledge.
Schmitt, B. H., 2010. Customer experience management: A revolutionary approach to
connecting with your customers. John Wiley & Sons.
Shimada, J., Shibata, M. and Eaves, J.D., ThinkEco Inc, 2013. System and method for
monitoring and management of utility usage. U.S. Patent 8,433,530.
Tonnisson, K., 2017. The effect of organisational structures and cultures on quality management
in Estonian local authorities. In Improving the Quality of East and West European
Public Services (pp. 57-70). Routledge.
Online
Operating room pooling and parallel surgery processing under uncertainity, 2017. [Online].
Available through:<https://pubsonline.informs.org/doi/abs/10.1287/ijoc.1100.0396>.
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