Analysis of Rooms Division Operations Management at the Savoy Hotel

This report provides a comprehensive analysis of rooms division operations management, using the Savoy Hotel as a case study. It begins with an introduction to hospitality management and the significance of room division management. The main body of the report explores key sub-departments, including front office and housekeeping, detailing their roles and responsibilities. It also examines the roles and responsibilities of various positions within these departments. Furthermore, the report delves into key legal and statutory regulations relevant to hotel operations and analyzes yield management or revenue management strategies. The report concludes with a summary of the findings and references used. The report provides valuable insights into the operational aspects of a luxury hotel and the strategies employed to enhance customer service, ensure legal compliance, and maximize revenue.

Rooms Division
Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Demonstrate understanding and knowledge about key sub department of Room division
operations management...............................................................................................................1
Roles and Responsibilities of Two Room Division positions in organisation............................3
Examine key legal and statutory regulations with operations management of hotel..................5
Examine yield management or revenue management.................................................................6
CONCLUSION................................................................................................................................8
REFERENCES:.............................................................................................................................10

INTRODUCTION
Hospitality management defines to the applications of management concept and
framework of leadership in area of dining, general guest services and accommodations. From the
smallest hotel industry to largest industry, well management is important for better growth.
Room division management refers to the introductory of management in hospitality area which
provide depth understanding of critical customer service functions connected with room
inventory of an business accommodation. Below report is based on Savoy hotel, It is luxury hotel
industry which was founded in 1889 in City of Westminster. This industry built by Impresario
Richard D'Oyly Carte (Roshanaei and et. al., 2017). They provide their services in different
locations and hotel industry became carte's successful venture. This brand provide services
through different category such as bars, restaurants, different hotels and resorts. Their main
motive is to provide luxury services and full fill customer needs or desires. Below report
includes, knowledge and understanding about the key sub departments of room division
operation management. Responsibilities and roles of two room division in the hotel. Analyse key
legal and statutory regulations with the management of operations and analyse revenue
management which includes elements and tactics of this management can adopt in hospitality to
enhance average daily room rate and Occupancy.
MAIN BODY
Demonstrate understanding and knowledge about key sub department of Room division
operations management
In every hospitality industry there are various departments are involve with different
work and field. There are major two key sub departments are involve one is front office sub
department and second one is housekeeping sub department.
Front Office Department: It acts as a associated link between the organisation and
customer. Staff members are welcomes the customers or guests and develops first impression of
hotel industry (Shalley and Gilson, 2017). Front office department is performing before during or
after customer's hotel stay. In this there are different sub departments under front office
department which are describe below as;
 Reception: This is area of hotel where receptionist books rooms for customer and
answer their quires. There are some roles and responsibilities of hotel receptionist such
1

as taking all incoming calls. They manage phone reservations or confirm their
reservation, provide them facilities and directions to the hotel. They solve guest's issues
related to staying, food, services and some other. Receptionist manage check in and
check out process with required documents which includes ID and other important
documents. In terms of Savoy hotel, they provide best services to customer in terms of
services, luxury accommodation and food (Ginter, Duncan and Swayne, 2018). Their
main focus is to give best services and full customer needs or wants. Now days provide
some services through digital platforms such as booking, payment and etc. For this job
receptionist require best skills such as customer services skills, sensitivity or
understanding, administration skills, communication skills and other skills which are
require in this area. Savoy hotel hire skilled people as per their subject area and job
requirements.
 Reservation: In hospitality industry, this term defines to the reserving or booking of
room or accommodations by the people. Reservation and booking leads to the reserving
of specific kind of accommodations for specific for particular time frame. It also gives
the customer first impression of the hotel industry. In context of Savoy hotel, guest can
book their rooms or accommodation through offline and online. Now days there are
different applications and websites are available where people can book easily and make
payment through digitally. Savoy hotel service are available at some websites and
applications.
 Guest relations: In hotel, guest coordinator or officer is consumer service oriented staff
who essentially greet and behave in good manner to hotel guest. They manage relations
with customers so they can retain them for longer period of time. In Terms of Savoy
hotel, they manage relations by providing best services and every facilities on luxury
basis.
 Bell Desk: In this there are different functions are involve in this such as managing or
handling luggage of guest, escort guest to the room and many more (Min, Zacharia and
Smith, 2019). In terms of savoy hotel, they have other facilities for guest such as taxi,
tourism facilities and many other.
 Concierge: It helps guests by the doing different tasks that are booking hotel, arranging
for spa services, making reservation of restaurants, booking transportations and other
2

elements. In terms of savoy hotel, this industry is based on luxury accommodation and
services so prior reservation is must for any services. They provide services and facilities
as per guest needs and requirements.
Housekeeping Department: It is an department under the operational in hotel industry,
which is responsible for maintenance, cleanliness, public area, back area, aesthetic upkeep of
rooms and surroundings. Efforts of housekeeping department make in providing a customer
desirable room has bearing the customer's experiences in hotel industry (Zhang, Cao and Zhao,
2017). There are different sub department under the housekeeping department that are;
 Guest room cleanliness: Cleaning room and provide best services in terms of luxury is
important to retain existing customers and attract new people.
 Public area cleanliness: In hotel there are different public area where people spent their
time. So cleaning that area is must to provide comfort and healthy environment.
 Laundry: This is basic sub department in every hotel industry and this is basic
requirement of guest.
Roles and Responsibilities of Two Room Division positions in organisation
There are different roles and responsibilities of office manager, reservation manager,
guest service manager, supervisor, reservation supervisor and concierge in front desk department
and in housekeeping department responsibilities and roles are based on executive housekeeper,
laundry manager, floor supervisor, public area supervisor and room attendants.
Responsibilities of Front desk department
There are different responsibilities in terms of savoy hotel that are taken by the staff of
front desk department such as;
 Manage phone and online reservation
 perform all activities related to the check In and Check out Tasks
 welcome customers upon their arrival and allot rooms.
 Provide information to guests about payment methods or other things related to the credit
card or debit card.
 Register customer collecting necessary data or information.
 Respond to guest and client's complaints in short time period or in professional manner.
 Record and maintain customer's data of bookings or payments.
 Up-sell extra services and facilities, when suitable.
3

 Confirm reservation or arrange services which are based on Personalized for VIP guests
and attendees of events such as parties and wedding.
Roles of front desk department
There are various roles of front desk department and officer in context to savoy hotel such as;
 Greet guest and create a positive environment of hotel ion front of them.
 Answer all questions and queries by taking calls, responding mails or messages.
 Organize and manage records and files. Because keep all records in up to date manner is
important for hotel.
 Make and manage updated spreadsheet and documents.
 Proper time management of staff and officer so they can focus on customer's demands
and their comfort level.
 Perform activities related to the inventory of hotel supplies or order what are required.
Roles of House keeping department
There are different roles of housekeeping department which are needed for better
management in hotel and some roles are described below as in terms of savoy hotel;
 To accomplish maximum potential efficiency in the ensuring the comfort and care of
customer and in smooth operating of department.
 To establish the greeting environment and ensure courteous, certain services from each
staff of this department.
 To ensure the maximum standards of cleanliness or general upkeep in each areas for
which department is responsible.
 To offer uniforms for staff members and manage capable business inventories for the
same.
 To offer and manage floral decorations and handle landscaped areas in hotel industry.
 To face and deal with found articles and lost articles.
 To cater to requirements of laundering of hotel linen, uniforms of staff and clothing of
guest.
 To ensure training as per hotel requirements, control or supervision of each staff
members who are attached to department.
 To build healthy relationship with another departments.
 Polishing and dusting furnitures.
4

 Making beds or changing the linens.
 Maintaining sanitary and clean kitchen area.
 Cleaning the rugs and carpets.
 Take care of interior and exterior.
Responsibilities of housekeeping department
There are some responsibilities are involve in housekeeping department in context to
Savoy hotel;
 Take care about cleaning each areas of hotel.
 Build a better understanding among housekeeping staff members.
 Provide better facilities which are require for housekeeping.
 Maintain cleanliness in each area of hotel so customer can feel comfort and attract more
potential people.
Examine key legal and statutory regulations with operations management of hotel
There are various legal and statutory regulations are involve in the operations
management of Savoy hotel, such as;
 Hotel Proprietors act 1956, This defines s hospitality industry as an establishment which
is held out by proprietor as providing drinks or food and if so needed accommodations,
special contract (Waters, 2019). To any traveller presenting themselves who are appears
able or willing to pay a suitable sum for facilities and services. Under this there are
various statutory notice such as loss of damage to property of guests. Under this act
government of UK operate these laws and track on regular basis that hotel industry
follow this legal terms or not.
 There are different licenses and permits which are must for hotels industry such as fire
security certificate, food and drink safety license, Health trade license, lift clearance,
Liquor and bar license, pollution certificate, certificate of environment clearance, Eating
house license and many more. These all are important for operating business in
hospitality industry without any restrictions and any uncertainty.
 Premises insurance is important for the managing property related risk, breakdown,
portable items, baggages , dishonesty of staff and many more (Awad and et. al., 2020).
These all elements are important to provide better facilities to customer through staff and
create a good image in market to reach more people.
5

 Providing health and safety related information and training is essential part in hospitality
industry. If hotel provide best training to staff then they will able to offer best services to
customers.
 Data protection act, 2018, implementation in UK of general data protection regulations.
Each are responsible fr using the personal based data and information has to follow under
strict rules and regulations called principles of data protections. Under this act
government of UK and hotel industry take care about all information and data are used
for some legal work or fairly. If any one use customer related data or any hotel related
data without any permission then there are some strict rules for them.
 Fire safety measure is important for hospitality industries to keep away from these
incidents to people and hotel property.
 Control of noise at work regulation 2005, in this there is duty of employers in best Britain
to reduce risk to their staff's health by managing and controlling the noise that they are
exposed to the whilst in hotel. This regulation is establish under the health and safety act.
Examine yield management or revenue management
Yield management defines to the variable costing or price factor strategies which is based
on anticipating, understanding and influencing the customer's behaviour in terms to enhance
profit or revenue from limited and fixed resources. In terms of Savoy hotel, revenue and yield
management involve in selling and providing the right and luxury accommodation to the
customers as per their requirements at right time frame (Meredith, Shafer and Mantel Jr, 2017).
Since the competitor price factor, budgets, demands and consumers preferences keep changing
and variable cost strategies also known as dynamic pricing which is used to tweak and rates of
accommodations with the said elements and factors. There are various advantages of yield
management such as; it assist in decreasing issues and errors in hotel because savoy hotel
operate business under luxury factor so it is important to maintain reputation of brand. It helps in
forecasting decreasing costing errors. This will give advantages in both terms one is creditability
and second one is forecast outcomes or actions. Understanding the customer demands and
expectations are most important so hospitality industry can provide better facilities and full-fill
demands of customers for retaining them for linger periods of time (Andersen, 2018). To know
their demands and expectations staff or particular department can conduct survey by using some
digital platforms. Effectual segmentation, it is essential to analyse particular market segment to
6

make changes as per market trends and demands. Competitive pricing, in current scenario there
are various best and luxury hospitality industry in market who are provide similar services at
similar price factor. So for customer switching hotels become more easy to make unique brand
savoy hotel need to explore more markets and adopt different food and taste.
Elements of yield management
There are different elements of yield management in terms of savoy hotel such as;
 Food and beverages activity: In this catering functions that are considered drinks and
food revenue generators. Through this hotel can generate more profit and revenue by
providing some personalized dishes.
 Special events: In hotel there are various functions are conduct by hospitality industry
such as wedding, events, festivals and many more. Through this hotel can take benefits of
these by controlling discounts.
 Group room sales: In this there are some other informations are includes such as group
booking data, group booking lead time, displacement of transient business and many
more. These are important for hotel in enhancing brand values and profit.
 Local and area wide activities: In this there are some activities are includes such as
meeting, some events and many more (Ejaz and et. al., 2017). This helps in managing
revenue related strategies of the hotel.
High demand tactics of yield management
There are some high demand tactics of yield management that are revenue manager can
adopt in hotel to enhance the average daily room rate and occupancy.
 Close and restrict discounts, in this examine the discounts and restrict them as important
to maximise the rate as average basis.
 Apply minimum length of stay limitation carefully, it can assist in property enhancing
room facilities.
 Average daily rate assist in measuring the average rental revenue that are earned for the
occupied room per day.
 Hight demand tactics are assist in generating more revenue and enhancing brand values
in market. It also support in managing revenue management in effective manner.
7

CONCLUSION
It is concluded the above report, hospitality industry is play important role in increasing
country's revenue and GDP level. In hotel there are different departments which are important
for providing better facilities to customers so it assist in retaining them for longer period of time.
There are different roles and responsibilities of both departments which are helps in better
assistance and following each and every roles and duties helps in better performance of hotel and
manage all the work in efficient and effective manner. All hospitality industries operate their
business under the legal laws and regulations.
8

REFERENCES:
Books and Journals
Andersen, L.R., 2018. The HIPPO in the room: The pragmatic push-back from the UN peace
bureaucracy against the militarization of UN peacekeeping. International Affairs, 94(2),
pp.343-361.
Awad, M.E and et. al., 2020. Perioperative considerations in urgent surgical care of suspected
and confirmed COVID-19 orthopaedic patients: operating room protocols and
recommendations in the current COVID-19 pandemic. JAAOS-Journal of the American
Academy of Orthopaedic Surgeons, 28(11), pp.451-463.
Ejaz, W and et. al., 2017. Efficient energy management for the internet of things in smart
cities. IEEE Communications magazine, 55(1), pp.84-91.
Ginter, P.M., Duncan, W.J. and Swayne, L.E., 2018. The strategic management of health care
organizations. John Wiley & Sons.
Ho, V.P and et. al., 2017. Management of adult pancreatic injuries: a practice management
guideline from the Eastern Association for the Surgery of Trauma. Journal of Trauma
and Acute Care Surgery, 82(1), pp.185-199.
Meredith, J.R., Shafer, S.M. and Mantel Jr, S.J., 2017. Project management: a strategic
managerial approach. John Wiley & Sons.
Min, S., Zacharia, Z.G. and Smith, C.D., 2019. Defining supply chain management: in the past,
present, and future. Journal of Business Logistics, 40(1), pp.44-55.
Rainer, R.K and et. al., 2020. Introduction to information systems. John Wiley & Sons.
Roshanaei, V and et. al., 2017. Propagating logic-based Benders’ decomposition approaches for
distributed operating room scheduling. European Journal of Operational
Research, 257(2), pp.439-455.
Shalley, C.E. and Gilson, L.L., 2017. Creativity and the management of technology: Balancing
creativity and standardization. Production and Operations Management, 26(4), pp.605-
616.
Shubinets, V and et. al., 2018. Management of infected mesh after abdominal hernia repair:
systematic review and single-institution experience. Annals of plastic surgery, 80(2),
pp.145-153.
Tagge, E.P and et. al., 2017. Improving operating room efficiency in academic children's hospital
using Lean Six Sigma methodology. Journal of pediatric surgery, 52(6), pp.1040-1044.
Waters, C.D.J., 2019. Logistics: an introduction to supply chain management. Red Globe Press.
Zhang, M., Cao, T. and Zhao, X., 2017. Applying sensor-based technology to improve
construction safety management. Sensors, 17(8), p.1841.
9