Rooms Division Operations Management Report: Strategies and Analysis

This report provides a detailed analysis of Rooms Division Operations Management, focusing on the Clientele Hotel. It examines front office and accommodation services, including staff roles and responsibilities, as well as legal and statutory requirements. The report evaluates the services provided by the rooms division in hospitality businesses, emphasizing the importance of property interiors and design. It also covers the planning and management of accommodation services, key operational issues, and revenue/yield management activities. Furthermore, the report discusses sales techniques, forecasting, statistical data, and the calculation of performance indicators within the rooms division. The conclusion summarizes the crucial role of the front office and room division departments in ensuring customer satisfaction and the importance of management in motivating these operational units.

Rooms Division Operations Management

TABLE OF CONTENTS
INTRODUTION .............................................................................................................................3
TASK 1 ...........................................................................................................................................3
1.1 Accommodation and front office services for different organizations.................................3
1.2 The roles and responsibilities of a range of accommodation and reception services staff.. .3
1.3 Discuss legal and statutory requirements that apply to rooms division operations..............4
1.4 Evaluate services provided by the room division in a range of hospitality businesses. ......4
TASK 2 ...........................................................................................................................................5
Covered in Power Point Presentation ........................................................................................5
TASK 3 ...........................................................................................................................................5
3.1 Assess the importance of property interiors and design to effective management...............5
3.2 Planning and management of the accommodation service for a hospitality operation........5
3.3 Key operational issues affecting the effective management.................................................5
TASK 4 ...........................................................................................................................................6
4.1 Revenue/yield management activities to maximize occupancy and rooms revenue...........6
4.2 Discuss sales techniques that rooms division staff can use to promote and maximize
revenue. ......................................................................................................................................6
4.3 Discuss the purpose and use of forecasting and statistical data within the rooms division..6
4.4 Calculate rooms division performance indicators to measure the success of
accommodation sales..................................................................................................................6
CONCLUSION...............................................................................................................................7
REFERENCES...............................................................................................................................8

INTRODUTION
The rooms division is that department that provides service related to front office,
reservations, house keeping, guest services, security and communications. The position of the
manager of the room division is very important for the Clientele Hotel and hospitality
organizations, as they are the front office managers it is very important for them to manage the
working of the Clientele Hotel. The main aim of this report is to focus upon the trends and
technologies which creates impact upon the room division operations and how to effectively
utilize a computerized operating system within rooms division.
TASK 1
1.1 Accommodation and front office services for different organizations.
The front office department is the foundation of the Clientele Hotel, the members who
work in the front office department are the one who welcomes the guest into there Clientele
Hotel, take there luggage to the rooms, they also them in registering there forms, provide keys to
them, and they also keep on check that the rooms are neat and as per the desires of the
customers. Front office is the most important and essential department of the Clientele Hotel.
They act as an mediator or interface between the guests and the members of the Clientele Hotel.
The staff members who work in a front office act as the face of Clientele Hotel, they also
provide various kids of assistance to the guests to make there stay comfortable. Front office
managers conduct various kinds of functions that are important for the working of the Clientele
Hotel. While on the other one more important department that works in the Clientele Hotel is
House keeping department. It conduct the functions that comes under the operational department
of the Clientele Hotel. Housekeeping department is keenly responsible for serving food,
cleanliness, maintenance, laundry and other services that are being offered in the Clientele Hotel
(Belias, 2017).
1.2 The roles and responsibilities of a range of accommodation and reception services staff.
Roles and responsibilities of Room Attendant:
 There communication skills should be very effective so that they can clearly understand
the requirements of the customers.
 There service should be very quick
 They should have good listening skills

 The work that it conducted by them should be as per the desires and expectation of the
customers.
 They must have quality to not interfere in the personal matters of the visitors.
 It's there keen responsibility to present on one call
 While on the other hand the roles and responsibility of Front office Receptionist:
 They should treat customers very politely
 They should welcome visitors very warmly and politely
 They should try to make visitor stay very comfortable by providing them all the required
services
 They should provide proper assistance to the visitors during there stay.
1.3 Discuss legal and statutory requirements that apply to rooms division operations.
It is very important for the room division operation managers to lay emphasis upon the
health and safety of there visitors. The food and the beverages provided by them should be of
premium quality so that it do not create nay harmful effect on the health of the customers
(Van,2015).
AS per the legal requirements it is also mandatory that organizational member have no
rights to trespass the information that are related to there customers,as according to the Data
Protection Act 1998.
1.4 Evaluate services provided by the room division in a range of hospitality businesses.
The staff members who work in a front office act as the face of Clientele Hotel, they also
provide various kids of assistance to the guests to make there stay comfortable. Front office
managers conduct various kinds of functions that are important for the working of the Clientele
Hotel. While on the other one more important department that works in theClientele Hotel is
House keeping department. The front office department is the foundation of the Clientele Hotel,
the members who work in the front office department are the one who welcomes the guest into
there Clientele Hotel, take there luggage to the rooms, they also them in registering there forms,
provide keys to them, and they also keep on check that the rooms are neat and as per the desires
of the customers. Front office is the most important and essential department of the Clientele
Hotel. They act as an mediator or interface between the guests and the members of the Clientele
Hotel (Chang, 2015).

TASK 2
Covered in Power Point Presentation
TASK 3
3.1 Assess the importance of property interiors and design to effective management.
There are various objectives of the interior design, it requires various kinds of innovative
and creative skills in the individual, it is very important for one to encompass the skills of the
design techniques in order to administrate the work of interior designer.
The basic types of the design are: Graphic designers, interactive designers, animators creator,
motion graphic designers and etc. the ambiance of the place is the major aspect that attract the
attention of the customers in order to make there visit memorable. It is very essential for the
interior designers who work in hospitality must be very thoughtful and creative while working in
such organizations (Huang, 2014).
3.2 Planning and management of the accommodation service for a hospitality operation.
The main of the hospitality operation is to provide comfort and satisfaction to there
customers. The suppliers that are been to the guest should be up to there desires and expectation,
the quality and the standard of the products should also be very good in order to provide good
experience to them. The Clientele Hotel is very famous for there hospitality and management in
London. It is also very important for the staff members of the Clientele Hotel, to be updated
regarding the number of vacant and occupied rooms in there Clientele Hotel in order to grant
right and appropriate information to there visitors (Lee, 2016).
3.3 Key operational issues affecting the effective management.
House keeping and human resource department works to provide better facilities to there
customers in order to make there stay comfortable. But the roles and responsibilities of both the
department are quite similar with each other, it is very important for both units to conduct there
duties in most effective manner. The major issues is that both units work to provide resources to
there visitors but house keeping is the department that follows the order and human resource is
the department that gives the order, main times clashes occurred within both the units due to the
lack of authority and control in Clientele Hotel, thus this give rise to the operational issues on
the organization. Whenever operational issues rise in the organization it effects the whole
working criteria of organization (Chang, 2015).

TASK 4
4.1 Revenue/yield management activities to maximize occupancy and rooms revenue.
As per the given case the the main motive is to promote the sales by using various kinds
of the techniques. Yield management is the variable pricing strategy which is based upon the
understanding, anticipating and influencing the behaviour of the consumers in order to maximize
the revenue and profit of the organization. It involves strategic policies to control the inventory
of the organization. It helps in generating high revenues for the organization by analysing there
are of profit and keep focusing on that factors that can generating profit for the organization
(Huang, 2014).
4.2 Discuss sales techniques that rooms division staff can use to promote and maximize revenue.
There are various kinds of sales techniques that can be used by the room division staff
members in order to increase the growth and development of the cited hotel. They can conduct
this through various kinds of advertisements that lay emphasis upon the facilities that are being
provided by the staff members of the Hotel, compare there price strategies with the another
hotels and etc. they can lay emphasis upon the various types of events that are being conducted
at the hotel and etc.,
4.3 Discuss the purpose and use of forecasting and statistical data within the rooms division.
This is used to analyze and evaluate the data in the most effective manner by the staff
members of the hotel .This also helps in gaining information regarding the facts and figures that
are relevant with the hotel (Ivanov, 2014).
4.4 Calculate rooms division performance indicators to measure the success of accommodation
sales.
Percentage of Occupancy: When Total rooms occupied are divided by the Total rooms
available, we get the percentage of room occupancy at any time.
For Old Bank Hotel the Percentage Occupancy = 180 /215 = 0.84.
Average Daily Room Rate: If the room rent is recovering the cost, i.e. Return on Investments is
coming or not, with also, the rents are above average or median is generally calculated by this
indicator.
Average Daily Room Rate = Total Rooms Revenue / Total Rooms Sold

Double Occupancy Percentage: It is calculated by dividing the difference of Total number of
guests and number of rooms occupied by number of double occupied rooms (Atherton, 1998).
For Clientele Hotel, Double Occupancy Percentage = 260 – 180 / 140 = 0.5714.
CONCLUSION
From the above report it can be concluded that front office and room division department
are very essential and crucial part of the organisation. They work in order to provide comfort and
satisfaction to there customers in order to make there stay memorable. It is also very important
for the organisational leader and managers to concentrate upon the motivation and satisfaction
level of the such department, because they are the working and operational unit of the
organisation.

REFERENCES
Books and Journals
Belias, D., 2017. Human resource management, strategic leadership development and the Greek
tourism sector. In Tourism, Culture and Heritage in a Smart Economy. (pp. 189-205).
Springer, Cham.
Chang, H.P., 2015. Managing the service brand value of the hotel industry in an emerging
market. International Journal of Hospitality Management. 47. pp.1-13.
Huang, C. W., 2014. Measurement of tourist hotels׳ productive efficiency, occupancy, and
catering service effectiveness using a modified two-stage DEA model in Taiwan. Omega.
48. pp.49-59.
Ivanov, S., 2014. Hotel revenue management: From theory to practice. Zangador.
Kimes, S. E., 2016. The evolution of hotel revenue management. Journal of Revenue and
Pricing Management. 15(3-4). pp.247-251.
Lee, S. H., 2016. How hotel managers decide to discount room rates: A conjoint
analysis. International Journal of Hospitality Management. 52. pp.68-77.
Van, L., 2015. Hospitality Management, Strategy and Operations. Pearson Higher Education
AU.