Rooms Division Operations Management Report - London Hotel Analysis

This report provides a detailed analysis of rooms division operations management, using Clientele Hotel in London as a case study. It explores the roles and responsibilities of front office staff, accommodation management, and the importance of legal and statutory requirements. The report delves into key operational issues, including planning, organization, and staffing within the front house arena. It also examines the significance of property design and interiors, along with critical aspects of accommodation planning and management. Furthermore, the report covers revenue and yield management strategies, sales techniques, and the use of forecasting data to enhance hotel performance. The analysis includes an examination of the services offered by room divisions to improve the range of hospitality provided. The report also focuses on various legal and statutory requirements, including the Data Protection Act 1998, Health and Safety Act 1974 and Fire regulations. The report concludes with recommendations for enhancing operational efficiency and customer satisfaction in the hotel industry.

Rooms Division Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1. Accommodation and front office department in various firms............................................1
1.2. Roles and responsibilities of receptionist and other staff members.....................................2
1.3. Legal and Statutory requirement which apply to room divisions and operations................2
1.4. Services given by room division in better range of hospitality............................................2
TASK 2............................................................................................................................................3
2.1. Importance of Front House arena.........................................................................................3
2.2. Key aspects of planning and management of front house....................................................3
2.3. Key operational issues..........................................................................................................4
TASK 3............................................................................................................................................4
3.1. Importance of property design and interiors........................................................................4
3.2. Critical Aspect of planning and management of accommodation.......................................5
3.3. Key operational issues that affects effective management and business performance........5
TASK 4............................................................................................................................................5
4.1. Perform revenue or yield management and high demand tactics........................................5
4.2. Sales technique and room division.......................................................................................6
4.3. Objectives and use of forecasting data.................................................................................6
4.4. Computation of rooms and division performance................................................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
In hotel line, it has become essential for person to give quality services to the consumers
or clients on a regular basis. With the help this, strong sustainability can be maintained by them
for a longer period of time at marketplace (Bryant and et. al., 2014). Clientele Hotel which is
located in London has been taken into this report. Role of front office and importance of two
departments are being mentioned under this assignment that helps in hitting targets in both
effective and efficient manner. Lastly, assessment will put light on management of housekeeping
services.
TASK 1
1.1. Accommodation and front office department in various firms
Looking at areas through which management of Clientele Hotel can give proper and
quality services to clients or guest is much necessary in today's world. Quality rooms and healthy
environment are some of main elements that a customer likes to have when he/she visits any
other place. Front office people are said to be the people who interacts with consumers
(Dobrzykowski and et. al., 2014). Thus, it is essential for them to have good communication
skills so that they can interact with clients in much familiar way.
 Informing, managing, providing or delivering the best quality services are the main aim
of front office people in Clientele Hotel.
 It is vital for housekeepers to clean the rooms in much more effective ways so that they
can better serve to guests.
 Along with this, providing all the details about hotel is much important for them in order
to make relations with them for a longer period of time.
Front office:
Reception of Clientele Hotel should be much more effective so that they can better serve
to guests. Receptionist provides the entire information about hotel like prices of rooms or how
much rooms they have. Along with this, they also give them details which are related to other
services that they are offering.
Accommodation:
Management of Clientele Hotel should be much more effective in nature. As Clientele
Hotel has hundreds of rooms in it therefore, housekeepers should clean their rooms so that clients
do not lost interests from services that they are providing to them.
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1.2. Roles and responsibilities of receptionist and other staff members
It has been located that there are various members in front office and they different roles
and responsibilities and these are:
Reservation Superiors: This is the person who continuously tries to manage all the
activities and staff members at front office (Davis and et. al., 2018). They provide tasks to
subordinates on daily basis in order to make them much more effective.
Receptionist: Clients can directly go to this person and can take information like room
prices, availability of rooms and so on. Along with this, receptionist should have good
communicative skills so that they can better give information to guests.
Housekeeping Staff: A housekeeper in a hotel plays a vital role. If room will not stay
clean it might be possible that client would not come again to stay in the same hotel again.
1.3. Legal and Statutory requirement which apply to room divisions and operations
Legislations and statutory: There are various acts which has been made by government in order
to bettering the hospitality sector where benefits can be gained by both employees and by clients
as well.
Data protection Act 1998: United Kingdom's parliament has made this type of act in
order to keep personal details of an individual safe and secure. Legal actions can be taken by
government against the person if they get to know about person who have misused the
information (Greene and et. al., 2014).
Health and safety act, 1974: Law was made by government of UK in order to keep
employees safe and secure while working at workplace. It is much important for Clientele Hotel
to follow all the legislations so that resistivity can be improved of workers.
Fire regulations: Management of Clientele Hotel has already adopted a technology that
may call fire brigade right on time if any fire related disaster takes place.
1.4. Services given by room division in better range of hospitality
Clientele Hotel have various rooms in which they offer different services. Front office
arena (reception) gives information to clients that that are related to services that they are
offering to them. Providing breakfast, dinner and lunch to customer can help them in getting a
better position at marketplace as most of hotels offers only 2 things and these are breakfast and
lunch/dinner.
Blue train:
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Train which is famous in all over world named as a moving five star hotel (Huang, Ho
and Chiu, 2014). They provide great services to consumers like quality food, healthy
environment and so on while they travel from one place to another.
Restaurant with rooms:
Innovations is another name of this modern world. In hospitality sector most of people
are coming and offering various unique services to their clients or guests. There are some
restaurant that has made some rooms for their consumers. This type of action uplifted there
profitability and productivity both.
TASK 2
2.1. Importance of Front House arena
Front office can be stated as the face of a hotel. Supervisors and subordinates of this
sector should be much effective as they are the people who directly get connected with clients
that provide information to them of services that they are offering in Clientele Hotel. Importance of ambience- Clientele Hotel, should make their ambience much more
attractive so that attention can be gained of clients in huge number (Ivanov, S., 2014). Guest relations- Behaviour of supervisor and staff members of front office should be
polite and humble. Along with this, better understanding should also be there in order to
better serve clients.
 Security services- Both staff members and clients are important for any organisation.
Thus, it is must for Clientele Hotel to give proper security to both of them while staying
or doing work in hotel.
2.2. Key aspects of planning and management of front house
There are some factors management which needs to be considered by front house and these are:
Planning: This is the first phase that plays a vital role in Clientele Hotel and should be
properly taken under when they are willing to achieve a desired goal.
Organising: Second section where managers gives task to individuals and at the same
moment it is mandatory for them to locate all their capabilities and then assign them jobs
accordingly (Izumi, S. and et. al., 2015).
Coordinating: Bringing all actions which has been done at the same place in order to
achieve a common goal is said to be coordination.
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Staffing: It is responsibility of a manager which is much vital in hospitality sector.
Recruiting a talented staff member is much essential for Clientele Hotel. With the help of this
they can attain all the aims and objectives.
Leading: This is said to another element of management which should be properly
considered by Clientele Hotel. By this, subordinates may become more effective in hotel when
they get to know how tasks can get hit.
Controlling: Management should control all the actions which are being done by
subordinates of frond end office of Clientele Hotel.
Evaluating: This is another part which should be done by administration effectively in
Clientele Hotel by which members weak and strong points can come across and by this
initiatives can be taken by management.
2.3. Key operational issues
As concurred by Khanna, (2015) operations management of a hotel should work
effectively. With the help of this, actions can be taken to improve various things like quality of
products and services, cost and so on. Clientele Hotel can enhance its belief of clients and guest
by serving them services with quality. Along with this, it is vital for this hotel to resolve all the
issues of operations that are related to accounting, financial and marketing of Clientele Hotel. By
this, profitability can get enhanced by of the hotel.
TASK 3
3.1. Importance of property design and interiors
Clientele Hotel should locate all the trends at marketplace and make modifications in
interiors if it is needed. Along with this, it is mandatory for this hotel to set an objective which is
related to grabbing attention of clients in huge number when they look at the interior structure.
Away from this, there are some other points as well which needs to be considered in proper
manner.
Consumers can stay happy and satisfied if they will get quality services with positive
environment in hotel. Effective management can take suggestions from staff members as they
stays connected with consumers and they better know about taste of guests.
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3.2. Critical Aspect of planning and management of accommodation
Accommodation which is being given by Clientele Hotel to its guests should be filled
with quality. Then only clients may start telling about services which has been taken by him/her
to others. This can only done if hotel is delivering services to consumers as per their needs. Thus,
it is mandatory for them to keep on making alterations according to the requirements of guests.
Making determinations that are related to amenities and continuous control of it is much
essential in order to sustain at marketplace for a longer period of time (Kotas, 2014). Along with
this, using proper tools and techniques while updating rooms status may do not cost much to
consumers if it is needed. It has been located that consumers taste gets changes on a regular basis
thus, it is important for them to make alterations if it is needed.
3.3. Key operational issues that affects effective management and business performance
There are many issues that can be faced by human resource management of Clientele
Hotel. Housekeepers and other staff members should have proper knowledge through which they
can remove all the issues that can be faced by consumers. Proper training can be given to them
by HR department in order to make employees much more effective so that they can hit their
targets in shorter instance (Roper and Payant, 2014). Along with this, it is mandatory to improve
the performance of business through which profitability can get enhanced.
TASK 4
4.1. Perform revenue or yield management and high demand tactics
Yield management: Clientele Hotel should locate all the actions through which they can
make pricing strategies by evaluating customers behaviours so that profitability can get enhanced
of the hotel. Along with this, in some other sectors inventory can get controlled (Langabeer and
Helton, 2015).
High demand tactics: It has been located that if the demand gets rises prices of products
also gets increases. Therefore, it is must for management of Clientele Hotel to locate all the
trends and clients need then make alterations in their services in order to improve sales of the
hotel.
4.2. Sales technique and room division
It is must for Clientele Hotel to locate the areas through which they can improve sale of
services that they are offering to guests on a regular basis. Some of elements like selling of
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rooms, schemes that are related to consumers loyalty and promotion of extra benefits which is
being provided with the services that they are offering like breakfast, lunch, laundry and dinner
should be properly considered in order to enhance or increase reputation (Saadouli, H. and et. al.,
2015).
4.3. Objectives and use of forecasting data
Purpose of forecasting: Clients gets changes on a regular basis thus, it is vital for
Clientele Hotel to continuously make efforts in order to understand human needs and wants at
current marketplace. With the help of this, they can meet their desired goals on a regular basis
and gain many sort of competitive advantages (Operating room pooling and parallel surgery
processing under uncertainty, 2017).
Types of information and its effect: There are various sort of information that can be
collected by management of Clientele Hotel. Customers information should can be kept on
online tools like cloud storage and this can be used whenever it is needed.
4.4. Computation of rooms and division performance
Performance of hotel can be calculated various mathematical terms and these are given
beneath:
 Room Occupancy Percentage: This can be calculated as division of total number of
rooms which has been taken by consumers by entire rooms that are available at the same
moment.
 Average Room Rate (ADR): Clientele Hotel can calculate as generated revenue is being
divided from sold room numbers.
CONCLUSION
As per above mentioned report, it can be summarised that hospitality sector grow
continuously. In this number of people wants to operate their business with the purpose of
attaining higher success at market place. Along with this, by serving quality services to its
customers company easily attain set goals and objectives in appropriate time frame.
Furthermore, number of tools and techniques are also use hotel to enhance their performance
level market place. By this company easily capture larger market share from its rivals.
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REFERENCES
Books and journals
Bryant, A. S., and et. al., 2014. The incidence and management of postoperative chylothorax
after pulmonary resection and thoracic mediastinal lymph node dissection. The Annals
of thoracic surgery. 98(1). pp.232-237.
Davis, B. and et. al., 2018. Food and beverage management. Routledge.
Dobrzykowski, D. and et. al., 2014. A structured analysis of operations and supply chain
management research in healthcare (1982–2011). International Journal of Production
Economics. 147. pp.514-530.
Greene, W. S. and et. al., 2014. Method and system for realizing a rendezvous service in a
management operations center implemented in a global ecosystem of interrelated
services. U.S. Patent 8,856,087.
Huang, C. W., Ho, F. N. and Chiu, Y. H., 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.
Izumi, S. and et. al., 2015. Room-temperature continuous-wave operation of GaN-based vertical-
cavity surface-emitting lasers fabricated using epitaxial lateral overgrowth. Applied
Physics Express. 8(6). p.062702.
Khanna, R. B., 2015. Production and operations management. PHI Learning Pvt. Ltd..
Kotas, R., 2014. Management accounting for hotels and restaurants. Routledge.
Langabeer, J. R. and Helton, J. R., 2015. Health care operations management. Jones & Bartlett
Publishers.
Roper, K. O. and Payant, R. P., 2014. The facility management handbook. AMACOM Div
American Mgmt Assn.
Saadouli, H. and et. al., 2015. A stochastic optimization and simulation approach for scheduling
operating rooms and recovery beds in an orthopedic surgery department. Computers &
Industrial Engineering. 80. pp.72-79.
Online
Operating room pooling and parallel surgery processing under uncertainty, 2017. [Online].
Available through:<https://pubsonline.informs.org/doi/abs/10.1287/ijoc.1100.0396>.
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