Rooms Division Operations Management Report - Coursework Analysis

This report provides a comprehensive overview of rooms division operations within the hospitality industry. It begins by defining the core departments, including housekeeping, front office, and guest services, and highlighting the role of the room division manager. The report then explores accommodation and front office services, emphasizing cleanliness, room status, and reservation procedures. It also details the roles and responsibilities of reception staff, including room attendants and receptionists, and outlines relevant legal and statutory requirements such as the Health and Safety Act and Data Protection Act. Furthermore, the report examines the importance of property interiors and design, critical aspects of planning and managing accommodation services, and operational issues affecting accommodation services, such as human resource management and housekeeping operations. The report also delves into yield management activities, sales techniques, forecasting, and performance indicators used to maximize occupancy and revenue. The conclusion summarizes the key findings, emphasizing the importance of providing excellent accommodation and guest services. The report also includes relevant references from various books and journals.

ROOMS DIVISION OPERATIONS
MANAGEMENT

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
1.1 Accommodation and front office services for organisations............................................1
1.2 Roles and responsibilities reception services staff:..........................................................2
1.3 Legal and statutory requirements that apply to room division operations:......................3
1.4 Services provided by the room division in hospitality businesses...................................3
TASK 2............................................................................................................................................3
TASK 3............................................................................................................................................3
3.1 Importance of property interiors and design to effective management............................3
3.2 Critical aspects of planning and management of the accommodation service function:. 4
3.3 Operational issues affecting on Accommodation services...............................................4
TASK 4 ...........................................................................................................................................5
4.1 Yield management activities to maximise occupancy and rooms revenue......................5
4.2 Sales techniques that rooms division staff can use to promote and maximise revenue...5
4.3 Purpose and use of forecasting and statistical data within the room's division................5
4.4 Rooms division performance indicators to measure the success of accommodation sales6
CONCLUSION................................................................................................................................6
REFERENCES ...............................................................................................................................8

INTRODUCTION
Room division in hotel industry mainly consists of the following departments like
housekeeping, front office, guest services, security of guest, reception and communication area.
A Room division manager is appointed to handle all the above-mentioned departments. The
clientele hotels provide accommodation and provide room division services for people. It also
includes responsibilities towards customers (Walker and Walker, 2016). In clientele hotel, a
manager handles all the responsibilities of staff and gives the best service to people who enjoy
their holiday. Manager also provides food and cleanness services for customers.
1.1 Accommodation and front office services for organisations
Accommodation services-
Cleanliness of Public Area- Clientele hotel There must be cleanliness in all areas of a
hotel including lobby, reception, guest rooms, gardens, common wash rooms etc. However, it is
1

important for cleaning staff in hotel to ensure hygiene of wash rooms, guest room, resting room,
etc. It is the area which leaves first impression on guest about hotel and its services.
Cleanliness of Guest Room- Hotel management staff ensures cleanliness of guest room
because it is the place where general talks takes place. Therefore, hygiene and proper sitting
facility plays important role in cleanliness of guest rooms. (Ivanov, 2014).
Room Status Terminologies- During the guest, hotel housekeeping status of guest room
changes several times. Changes in this status should be promptly communicated to the front
office in order to maximize the room sales and revenue. A manager must focus on the guest
rooms as well as other rooms in order to maintain privacy of the customers.
Front Office Services-
Reservations- In clientele hotel, front staff should conduct online reservations services,
where customer can book rooms and have information about their services. Front staff also book
rooms before 2-3 days visit.
Concierge- Clientele office staff provide transportation service pick up and drop off
services from airport to hotel. They also look after parking services for customers and a
concierge assists guests performing various tasks such as reservations for restaurants party,
arranging for spa service, booking hotel and coordinating porter service luggage etc.
Bell Person- In hotel service Many tasks and service responsibilities make-up bellman.
Transportation guest luggage is main duty of bell person. The bell person also responsible for
delivering food and other item to guest room. A bell person is available if customer needs
something or has any queries. (Khanna, 2015).
1.2 Roles and responsibilities reception services staff:
Room Attendant- Here, the room attendant is responsible for customers comfort. Also,
must take care of room cleanliness and proper presentation for customers. He must be aware
about customers check-in and checkout. In addition, should listen and fulfil all demands of
customers
Receptionist- Hotel receptionist responsible for providing details to customers about
hotels as well as about the room’s prices, along with online booking of rooms and resorts by
customers (Davis,.et.al,. 2018).
2

1.3 Legal and statutory requirements that apply to room division operations:
Health and Safety Act 1974- This Act established for employees who works such as in
hotels or restaurants. People faces many problems like injuries, sickness, sudden death of dear
ones etc. and therefore this helps in providing heath safety policy of employees (like
housekeepers, workers, and other employees in hotels), who are prone to risk (Miranda, 2017). It
gives free safety insurance to people
Data Protection Act 1998- It controls all the secure data and gives protection regarding
it. UK government established the AC for organization, they are trying to keep safe their
personal data and provide the best facilities for customers (Samudra, et.al, 2016).
Fire Regulations Act 1971- The UK government decided to establish this Act for people
who met with any kind of fire accident during working hours. It is especially meant for people
who could not afford hospitals. And lower people which have no family and they only
responsible for those injuries.
1.4 Services provided by the room division in hospitality businesses
Train companies (Blue Train) - Now a days, such companies offer best facilities. They
provide separate accommodation for each passenger and includes food facilities to distribute
food on time (Gottinger, 2018). In train service provide a food facilities and individual
accommodation for each passengers and they also provide facilities for people who are adopts
higher facilities in train like -First class AC service, Second class service and local passenger's
area.
Restaurant with rooms facilities (B&B) and Cruises) - Many restaurants provide
rooms along with bar or disco. Multiple services can be employed at one place (Booth, 2018).
Proper furniture and staff for entertainment must be laid, that can later handle all demands. In
B&B service hotel staff provide food and sneaks options in bar or disco they offer free of service
from hotel management.
TASK 2
Covered in PPT
TASK 3
3.1 Importance of property interiors and design to effective management
This includes presentation of interiors of a hotel like designing of rooms, reception area:
3

Basic types of design- In hotel area each of interior well set and in rooms switches and
plugs are close to bed and bathrooms are apart from the bed lights facilities are attractive in
rooms, couches are well settled in room etc.
Cleanness and well furniture- Elements of design within the hospitality industry- In
hotels each elements placed on their place and they attract customers as well, elements which
using in hotels they are highly classic and proper well set. In hotel service rooms design
according to room area each rooms have poster or paintings on wall they are attracted to
customers. Such elements are decorations from wall décor. And wall painting or other elements
which is made wall attractive to main area.
3.2 Critical aspects of planning and management of the accommodation service function:
 Guest supplies - It means proper services for supplies by the hotel staffs, which are
responsible for customer’s demands like qualitative food facilities, proper water
availability, installation of small fridge, TV, reading lamps, AC, etc. in rooms, clean bed
sheets and pillow etc.
 Controlling and updating Rooms status- The hotel staff needs to ensure customers
check-in or checkout record, along with checking with customers for providing proper
facilities The hotel management must be able to customers entertainment facilities such
as organizing parties or games for entertainment, free drinks nights and snacks by hotel
itself.
3.3 Operational issues affecting on Accommodation services
 Human Resource Department- This deals with the issues related to their employees and
functionality of hotel behaviour of employees that can spoil the reputation bring bad
publicity as well (Sennewald and Baillie, 2015). Human resource department also
handled all customer’s responsibilities and also related issues.
 Housekeeping operation- Some time a few Housekeeper spoil the all work of other
employees in hotel industry. Some housekeeper is not doing their work proper and they
not ensure proper cleanness in hotel and other area. Housekeeping department take
responsibilities for cleanliness for all hotel area and all rooms in hotel.
 Quality Linen Control operation- Hotel authorities warranty on the quality of products
for all the services. What they are serve to customer, quality refers that what food are
4

provided and they ensure that food is expired or check the quality of food. They also
provide proper bedsheets and other rooms facilities services
TASK 4
4.1 Yield management activities to maximise occupancy and rooms revenue
Yield management- It refers when the hotel present offer price according to other hotels
they are gives discount deals within offer so customer attract with offer price and also gain profit
by this plan. Yield management is set strategies for earn money by customers to gives offers, this
strategy also helped for marketing because people having low bug- rooms in low price so they
attract and come to those hotels ( Juddin, 2017).
High demand Tactics of Yield Management- Some customers are demands high price
and high facilities in hotels. So hotel management provide the best facility's device and they also
gain lot of profit from customers. Each of service is highly provided in hotels for example five
stars hotels. In five stars hotel they provide a high quality food and proper accommodation
service for high class people.
4.2 Sales techniques that rooms division staff can use to promote and maximise revenue
In hotel management, they adopt promote via online or offline platforms they define
about each customers to their hotels the best facilities and venue as well, sale techniques refers
provide rooms and details to customers, they also provide details about the proper amities in
rooms. Hotel management also making website for their hotels so customers visit directly in
hotel, and they know about the service and price of hotels (Komar, 2014). Hotel management
daily update their profile on website and management also put details on social media's and they
also handled all the social media account. For marketing and promotion, hotel management give
advertisements on television and social media as well, so people know about their hotels and
their facilities.
4.3 Purpose and use of forecasting and statistical data within the room's division
In clientele hotel management focus on those things which affect to the hotel business
and their operations as well. Management notice their hotels weakness and find problems in their
facilities. They fulfil all the problems in hotels. Hotel staff left the job so hotel's manger Handel
all work load. In hotel, manager appoint all new staff in hotel and trained for hotel service. Hotel
staff trying to know about customers are fully satisfied with their service or not. For example:
5

they ensure food is proper served or not and (Van den Berg and Pietersma, 2015). Test of food or
quality of food is good or not. The management take care all the responsibilities which is under
management.
4.4 Rooms division performance indicators to measure the success of accommodation sales
The calculation reflects average room returns end division provide facilities for proper
accommodation service for people. Room division in hotel management calculate all the service
in department and area's wise.
CONCLUSION
From the above investigation, it is concluded that Room Division in hospitality
management provided best accommodation for people who enjoying their holidays in hotels.
Room division provides privacy for customers. It also includes hotel manager handles all the
services such as front office housekeeping, cooking department etc. hotel management provide
also provide proper transportation service include pickup and drop service for customers. Hotel
6

staff also appoint a bellman who 24 hours serve their service for guest like any food delivering
service or luggage loading service etc (Lawrence, 2018). At the end above report concluded yield
manger handled all the hotel pricing department and earn profit. They also provide offer service
which placed on special occasion.
7

REFERENCES
Books and Journals
Walker, J.R. and Walker, J.T., 2016. Introduction to hospitality management. Prentice Hall.
Ivanov, S., 2014. Hotel revenue management: From theory to practice. Zangador.
Khanna, R.B., 2015. Production and operations management. PHI Learning Pvt. Ltd.
Davis, B. and et.al., 2018. Food and beverage management. Routledge.
Miranda, F.A., 2017. Communications and Intelligent Systems Division-Division Overview.
Samudra, M. and et.al., 2016. Scheduling operating rooms: achievements, challenges and
pitfalls. Journal of Scheduling. 19(5). pp.493-525.
Gottinger, H.W., 2018. Economic models and applications of solid waste management.
Routledge.
Booth, P., 2018. Management control in a voluntary organization: accounting and accountants
in organizational context. Routledge.
Lashley, C., 2018. Education for Hospitality Management. In Innovation in Hospitality
Education (pp. 33-48). Springer, Cham.
Franzetti, C., 2016. Operational risk modelling and management. CRC Press.
Drew, J. and et.al., 2016. Journey to lean: making operational change stick. Springer.
Sennewald, C.A. and Baillie, C., 2015. Effective securit management. Butterworth-Heinemann.
Ginter, P.M., 2018. The strategic management of health care organizations. John Wiley & Sons.
Ahmad, R. and Scott, N., 2014. Managing the front office department: Staffing issues in
Malaysian hotels. Anatolia.25(1). pp.24-38.
Juddin, M.N.M.R., 2017. THE JARGON USED BY EMPLOYEES OF FOOD AND
BEVERAGE SERVICE (FBS DIVISION) AT HOTELS. LET: Linguistics, Literature
and English Teaching Journal. 7(1).pp.93-119.
Komar, R., 2014. Hotel Management. Gramedia Widiasarana Indonesia.
Van den Berg, G. and Pietersma, P., 2015. Key management models: the 75+ models every
manager needs to know. FT Press.
Lawrence, P., 2018. Management in action. Routledge.
8