Report on Rooms Division Operations Management at Clientele Hotel

This report provides a comprehensive analysis of rooms division operations within the hospitality industry, specifically focusing on the Clientele Hotel. It explores the meaning of accommodation and front office services, detailing the roles and responsibilities of reception staff, and outlining relevant legal and statutory requirements. The report further examines the importance of the front house area, delving into planning and management aspects, and identifying key operational issues that impact performance. Additionally, it highlights the significance of property interiors and design, critical aspects of accommodation service function management, and operational issues affecting business performance. The report also covers revenue and yield management strategies, sales techniques, the purpose of forecasting and statistical data, and rooms division performance indicators. Overall, the report offers a detailed overview of the operational facets of rooms division management, aiming to provide insights into maximizing occupancy, revenue, and guest satisfaction.

Rooms Division Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Meaning of accommodation and front office services in hotel.............................................1
1.2 Roles and responsibilities of reception service staff.............................................................2
1.3 Legal and statutory requirements which applied on rooms division operations...................2
1.4 Services which are rendered by rooms division in hospitality businesses............................3
TASK 2............................................................................................................................................3
2.1 Importance of front house area of hotel in effective management........................................3
2.2 The main aspects of planning and management of front house area....................................3
2.3 The major operational issues which impacts management and performance of front office
area..............................................................................................................................................4
TASK 3............................................................................................................................................4
3.1 Importance of property interiors and design in effective management.................................4
3.2 Critical aspects which helps in planning and management of accommodation service
function.......................................................................................................................................5
3.3 Key operational issues which impacts management and business performance of
Accommodation services function..............................................................................................5
TASK 4............................................................................................................................................6
4.1 Performance of revenue/yield management activities to maximise occupancy and rooms
revenue........................................................................................................................................6
4.2 Sales techniques used by rooms division staff to maximise revenue....................................6
4.3 Purpose of forecasting and statistical data within rooms division........................................7
4.4 Rooms division performance indicators to measure success of accommodation sales.........7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Rooms division service is provided by front office of hotel. Many other services which
are provided by them are reservations, housekeeping, concierge, guest services, security and
communications etc. The main aim of front office of hotel is to ensure full comfort of guests and
satisfaction of their different needs. Clientele hotel is providing their services in city of London
(May and et. al., 2011).
In the present report, it explains about services which are provided by front office, major
roles and responsibilities of reception service staff, legal and statuary requirements which are
need to be followed while performing rooms division operations and key aspects that help in
effective management of front office. Also, operational issues which affect the performance of
front office, importance of property interiors and sales techniques that aids to maximise revenue
has been elucidated in the given assignment.
TASK 1
1.1 Meaning of accommodation and front office services in hotel
Accommodation: In hospitality industry like Clientele hotel, it refers to the providence
of rooms on temporary basis to stay for particular period of time in return of some fixed charges.
Operations of Front office
Front office of Clientele hotel is considered as nerve centre. The services which are
provided is about welcoming guests, carrying their luggage, providence of accommodation,
keeping rooms well equipped and clean etc. They also have the role to promote good guest
relations to satisfy their different requirements. There functions are divided into five major
categories:
 Reception
 Bell service
 Mail and information
 Concierge
Operations of Housekeeping
 Ensure high standard of cleanliness
 To deal with lost and found articles
 Follow all safety and security regulations
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1.2 Roles and responsibilities of reception service staff
Roles and responsibilities of Room Attendant
 Cleaning of the guest’s bathroom, bedroom and floor corridor.
 Making the bed clean for guest. Providing full security to guests in hotel
 Ensuring the privacy of guests
 Attending of the guest calls, requests and complaints
 Responsible for taking care of the property of hotel. Checking and securing the rooms
 Providence of items on loan to guests ex., iron and ironing boards
Roles and responsibilities of Front office receptionist
 Presentation of all necessary items at front desk
 Addressing the complaints of guests and provides appropriate solutions
 Keeping the record of guests in appropriate manner and confidential
 Monitoring the expenses and costs of office
 Providence of other services to the guests of hotel like travel arrangements etc.
 Checking, sorting and forwarding of the mails to the guests(Evertson and Weinstein,
2013).
1.3 Legal and statutory requirements which applied on rooms division operations
There are many legal and statuary requirements which are need to follow by the
employees of rooms division which providing their services in Clientele hotel (Baily, 2013). It
helps in ascertainment of the large number of benefits. Different legal and statutory requirements
are mentioned below:
 Health and safety Act 1974: This Act brings an obligation upon the rooms division
manager is to follow all guidelines which ensure the safety of employees and guests.
Responsibility of manager is application of safety equipment, proper storage and
handling of hazardous material etc.
 Data protection Act 1998: This act brings an obligation upon the room division
managers is not misuse the data of their guests which is stored in computer. It provides
the guidelines regarding lawful processing of information.
 Fire regulations Act 1971: As per this act, manager of hotel need to assess the fire risks
and application of fire fighting equipment in proper manner. They have to ensure about
the emergency exit of guests in the situation of fire.
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
1.4 Services which are rendered by rooms division in hospitality businesses
The rooms division department of Clientele hotel provides their services in many other
hospitality businesses. Their main aim is to build their brand image and earn large number of
profits. The hospitality businesses where services are provided are mentioned below:
 Blue Train: It is one of the luxurious train the in the world which travel in South Africa.
It provides the services like five star hotel (Sia and Wieland, 2011). Rooms division of
Clientele hotel provides accommodation services and helps in maintenance of
compartments where two guests are allowed at a time.
 Restaurant with room facilities and cruises: They also provide their services in cruises
where rooms are provided in restaurant for proper comfort of their guests (Kerzner,
2012).
TASK 2
Covered in PPT
TASK 3
3.1 Importance of property interiors and design in effective management
Interior design: It refers to designing of the interior of hotel for attraction of large
number of customers. It helps to build healthier and positive environment within the premises
which improves the overall efficiency of all the staff members.
Objectives of interior design
 Provide adequate amount of space in lobbies
 Provide total comfort to guests as per their requirements
 Attraction of large number of customers to improve their revenue
 Build good image and provide luxury services
Types and elements of design: The different elements which plays an important part in interior
designing are tool, experience, emotional appeals, sustainability, aesthetics, system etc. It helps
to build effective designs (Bartlett and Beamish, 2018).
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3.2 Critical aspects which helps in planning and management of accommodation service function
The different aspects which is need to oversee for effective management of
accommodation services in Clientele hotel are mentioned below:
Guest supplies: It refers about the services which are provided by the hotel to their
clients while they book their rooms are mentioned below:
 Hospitality tray
 Writing desk supplies
 centre table supplies
 Furniture
 High speed net facilities
 Good air conditioning
Controlling and updating room status: For this purpose, need to keep proper record of
their guests. It helps in controlling of the accommodations in effective manner and updating of
facilities as per the requirements of customers (Fayol, 2016).
3.3 Key operational issues which impacts management and business performance of
Accommodation services function
The major operational issues which effects the performance of accommodation service
function are mentioned below:
Human resource issues within housekeeping: Housekeeping is important for hotel to
manage their different actions. Human resource department has the role to appoint skilful
candidates and provides proper training to improve their performance.
 Training: If proper training is not provided to housekeeping staff then it effects their
ability to effectively treat the complaints of customers. It reduces the image of hotel.
 Communication: Need to have effective communication for effective performance. Lack
of communication channels impact overall management of accommodations.
Quality linen control: To maintain quality in their diversified activities needs to
implement effective quality control system. This system provides information about need of
adequate technology for providing quality services.
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TASK 4
4.1 Performance of revenue/yield management activities to maximise occupancy and rooms
revenue
Yield management: It refers to decide the best prices of their products and services to
earn large number of profits through offering of right price in best time. This is used by
management of Clientele hotel to maximise their occupancy and rooms revenue.
High demand tactics
 Analyse discount polices and provides it to those who book longer stays.
 Need to oversee the restrictions which are applied upon minimum length of stay
 Need to make their policies strict regarding cancellation of rooms
 Need to fix the rates of their rooms consistent with their competitors. Change in rates
need to publish in brochures for the period ( Croson and et, al., 2013).
4.2 Sales techniques used by rooms division staff to maximise revenue
Important sales techniques which help in attraction of guests are mentioned below:
 Discuss up selling rooms: In this regard, first management need to identify their
customer's business and leisure. To improve their sales, there is need to fulfil such
requirements of customers for example, secure and safe environment, full support to
customers, fair treatment with customers and no discrimination etc. It helps in
determination of their needs and satisfaction of their requirements.
 Customer loyalty schemes: To retain their guests, it needs to grab their loyalty towards
the hotel’s services. It helps to build good brand image in between customers.
 Other services: Provide information about their extra-ordinary services like breakfast,
lunch, dinner and laundry.
4.3 Purpose of forecasting and statistical data within rooms division
Purpose of forecasting
 Main purpose of forecasting by the management of Clientele hotel is to improve overall
performance
 Another purpose is large number of revenue, profit, high customer satisfaction
 Helps in determination of preferences of guests
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 Application of effective policies and strategies
 Creation of good ambience in hotel
 Development of new facilities in hotel rooms ( Lientz and Rea, 2016).
Types of information need for good forecasting for rooms
 Number of guests which are visit in hotel during 12 month of previous time period
 Number of guests which are regularly visit and have guaranteed reservations
 Number of customers which stays in hotel more than pre-determined time period
 Determination of renovating plans which helps in development of interiors and
contributes to attain competitiveness
4.4 Rooms division performance indicators to measure success of accommodation sales
The management of Clientele hotel needs to use indicators which help to assess their
success about sales of accommodations. These different indicators are mentioned below:
Room Occupancy percentage
= Number of rooms occupied/ Number of rooms available
= 835/1100= 75.90%
Average room rate
= Rooms revenue/ Number of rooms sold
= $ 65000/835= $77.844
Revenue per available room
= Actual rooms’ revenue/ Number of available rooms
= $65000/1100= $59.09
CONCLUSION
It has been concluded from the above report that large numbers of activities are provided
by the front office of Clientele hotel. Their main aim is to provide full comfort and security to
their guests. Front office provides the roles to different departments and helps in maintenance of
coordination among all activities. There are many accounting and financial issues which reduces
operational capacity of rooms division manager. To improve their occupancy and revenue need
to apply yield management activities and effective sales techniques.
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REFERENCES
Books and Journals
May, J. H and et. al., 2011. The surgical scheduling problem: Current research and future
opportunities. Production and Operations Management. 20(3). pp.392-405.
Baily, P. J., 2013. Purchasing and supply management. Springer.
Press.
Kerzner, H.R., 2012. Project management case studies. John Wiley & Sons.
Fayol, H., 2016. General and industrial management. Ravenio Books.
Croson, R and et, al., 2013. Behavioral operations: the state of the field. Journal of Operations
Management. 31(1-2). pp.1-5.
Lientz, B. and Rea, K., 2016. Breakthrough technology project management. Routledge.
Bartlett, C. A. and Beamish, P. W., 2018. Transnational management. Cambridge University
Press.
Sia, I. G. and Wieland, M. L., 2011, April. Current concepts in the management of tuberculosis.
In Mayo Clinic Proceedings (Vol. 86, No. 4. pp. 348-361). Elsevier.
Evertson, C. M. and Weinstein, C.S. eds., 2013. Handbook of classroom management: Research,
practice, and contemporary issues. 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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