Rooms Division Operations Management Analysis: Four Seasons Hotel

This report provides a detailed analysis of Rooms Division operations management at Four Seasons Hotel and Resort. It begins with an introduction highlighting the importance of customer satisfaction in the hospitality sector, focusing on the critical role of the Rooms Division, particularly the ...Read More

Rooms Division
Operations
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
MAINBODY....................................................................................................................................1
key sub departments of Rooms Division operations management at Four Seasons Hotel and
resort............................................................................................................................................1
Key roles and responsibilities of two Rooms Division positions (one from the Front Office
and another one from the Housekeeping department) at Four Season Hotel and resort.............3
key legal and statutory regulations within Four Seasons hotel operations management............5
The Yield Management/Revenue Management, including elements of Yield Management.
What are the high demand tactics of yield Management that Revenue Manager can apply at
Four Seasons Hotel to increase the Occupancy and Average Daily Room rate (ADR)?............6
CONCLUSION ...............................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
In hospitality sector the main concern for a business is the satisfaction of their customer
and guests, in that sense every part of hospitality sector try to provide different services for the
same among which room division management function is more critical function which they
must take care of. Four Seasons Hotel limited which is commercialism as four Seasons Hotel and
resort is an international level lodging luxury hotel and resort, it has more than 100 hotels and
resort on worldwide level (Douvrou, 2019). The major department under the control of Room
Division are mainly front office and housekeeping department. Therefore parsing assessment
lighten up the different types of services provided by the front office department and
Housekeeping department of Four Seasons Hotel along with the key responsibilities of the staff
under the following department to increase the room occupancy and average daily room rate.
Following report also present the different legislation and statutory regulation within the hotel
operation management, final part of this report justify the measure for yield and revenue
management mechanism within the revenue department of Four Seasons Hotel and resort.
MAINBODY
key sub departments of Rooms Division operations management at Four Seasons Hotel and
resort.
Hospitality industry is a industry meant for the customer service, moreover to the sincere
and freehanded hospitality industry is made up of the lodging operations and F&B operation and
therefore count as the accommodation service provider under the subset of Tourism industry.
Four Seasons Hotel and resort is among the best luxurious lodging and resort which in the busy
street of London giving uncountable service to its business traveller, international traveller,
Leisure traveller and group traveller guests. In-order to achieve the target of increased occupancy
and average daily room room rate, Four Seasons Hotel need to manage and employ the efforts of
its room division operations which is single hand responsible for delivering remarkable customer
service and manage the business operations of Four Seasons hotel and resort (Watada,
Yoshimura and Vasant, 2018). Under the room division department the major area of department
are mainly Front office and housekeeping department
Front office department comes plays a critical role in guest cycle because customer on its
entrance to the hotel first visited the front office department that is mainly reception counter.
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Front office department plays a critical role in the reservation of guests for present and future
room occupancy and check in registration of the guests. Following are the various department
and areas falls under the Front office department which are- Reception: Reception counter is the first interactive desk where customer interact and
present its willingness for the particular service. Reception department is being operated
and managed at Four Seasons Hotel by the receptionist whose main role is to review
previous night occupancy/ADR and availability of the room for the reserved booking.
 Reservation: Reservation counter or desk is being operated by the reservation officer at
the front office of Four Seasons Hotel and Resort whose main role is to pre-book room
and ensure the availability of room at the time of guest arrival by using PMS
Fidelio applications. Bell Desk: Foremost function of Front office department is to provide guest service, Bell
desk is sub department of Front office department of Four Seasons hotel which bell
captain buzzed up the bell to inform bell boy to arrive at the front office desk and help in
transportation of the guest luggage both on arrival and departure time (JAYKUMAR,
2020). Guest relations: Guest relations department at Four Seasons Hotel is a department which
is primarily guest service oriented department whose particular role is to establish
relationship with guest from the escorting guests to room to assisting in arranging
reservation and assure a pleasant and satisfying stay at a hotel.
 Concierge- Concierge is a subsection under front office department at Four seasons hotel
that support guest by performing various services such as reservations, booking taxi,
arranging local visit, recommending sightseeing spots and arranging for spa services and
etc.
On the other hand housekeeping department is the crucial department in accommodation
service to ensure the availability of the vacant room at the time of guest arrival. Housekeeping
department is the largest department in terms of people at Four Seasons Hotel, whose particular
role is to ensure cleanness of the every eye spot area of hotel such as wall hanging, deep cleaning
of marble floors, stair case & handrails and cleaning the light fixtures. Following are the various
subset area that falls under the housekeeping department i.e.
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 Guest room cleanliness- This department of Housekeeping ensure the complete cleanses
of the departure guest room and checklist the condition of the room as per the condition
service standard. This department has to clean the room and get the room ready so that
Four Season can sell that particular room to some other guest also. Public area cleanliness- This department is meant for the hygiene and cleanliness of the
public area that customer cover throughout the guest life-cycle such are area to meet and
sit, lobby, parking area and F&B outlet etc. Laundry- Laundry department of housekeeping is accountable for washing of clothing
and other textiles in the reserved room, it is particularly known as utility room at the Four
Seasons Hotel (Meacham and et. al. 2019). Under the shadow of COVID-19 pandemic,
laundry staff perform vital function to prevent from infection from using the same cloths
or textile. Linen- Linen department perform soiled packaging for the laundry and distribute and
store fresh linens to the floors and others areas.
 Lost & Found- This department of housekeeping work to store an item left behind by the
visitor either in guest room and open area, people can enquire on this counter to track the
lost item and dedicated officer at Four seasons Hotel search for the lost product PMS
Fidelio applications is basically used by the Lost & Found department to feed data about the lost
items and information about its owner.
Key roles and responsibilities of two Rooms Division positions (one from the Front Office and
another one from the Housekeeping department) at Four Season Hotel and resort.
Role and responsibilities of Front officer department
Front department officer foremost role is to greet and welcome the guest, perform
reservation function and assign bell boy to take guest to their respective room and review the
previous night occupancy/ADR , Front officer manager is accountable and responsible for
performing front office department operations functions in accordance to room division and
operation management. Some of the key duties and function of front officer manager are as
follows-
 To take active participation in the selection of front office employees and train, cross-
train and retain all front officer workforce.
 Assign, schedule and delegate task to the front office staff
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 To supervises workloads during respective shift, for instance night shift.
 Management and maintains of master key control of Four Seasons Hotel and resort
different rooms.
 To check and verifies that accurate room status information in maintained and properly
communicates to the front office staff.
 To solve guest queries and problems bases on efficiently, courteously and quickly.
 To work within the assigned budget for the front office.
 To acquire information from the previous shift manager and passes on relevant
information to the succeeding manager.
 To have an eye on the cashier in and out and confirm bank and deposit at the end of each
shift (Jooss and et. al. 2019).
 To Conduct meeting with front office employee on regular and schedule basis.
 Front officer should wear the proper uniform at all the times and order all front office
personnel to wear decent uniform at all times while working at Four Seasons Hotel. To ensure a safe, secured and legal work environment at Four Season Hotel.
Role and responsibilities of Housekeeping department officer-
Housekeeping staff at Four Seasons Hotel and resort is responsible to ensure complete
hygiene of guest room and public areas and other eye spot areas so that guest can enureses total
hygienics at the Four Seasons Hotel. Executive housekeeper look-after and take care of the
housekeeping function of Four Seasons Hotel, executive housekeeper role is to supervise direct
and control the activities of housekeeping department staff, following are the key roles and
responsibilities of Executive Housekeeper-
 Recruit new staffs as required ans discharge worker when necessary to ensure efficient
operations management.
 Supervises all housekeeper staff activities and functions to ensure efficient and
effectively operations of the functions.
 Schedule work for housekeeping department staffs, administer housemen, inspector and
Linen room attendants to their routine duties at Four Seasons Hotel.
 To assure proper communication and interaction within the department by organising
regular meetings with all housekeeping staffs.
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 Foremost responsibility of Housekeeper executive is to guaranteed excellence in
housekeeping sanitation, aesthetics, safety and comfort for guest of Four Seasons Hotel
and resort (Abduraximov, 2020).
 To establish sound communication and coordination with maintenance, security and front
office department to increases occupancy and average room rate ratio.
 To coordinate or inspect allotted areas to assure standard of condition checklist are met so
that front officer can sale the room and other services to some other guests also.
key legal and statutory regulations within Four Seasons hotel operations management.
Legal and statutory regulations are guidelines and laws which were being enforced by the
Government of UK to ensure smooth legal operations of a hotel operations if they adhere the
certain laws and act. Healthy and Safety at the work Act of 1974
Under this act, an organisation need to take all reasonable care to avoid acts or mistake
that can probably injurious to employees, visitors and other participant at the hotel. Healthy and
safety is foremost important element of allegation requirement of the room division operations
management especially with the rise of COVID-19 pandemic crisis (Barnes, 2018). Under this
act Four Seasons Hotel need to ensure the complete safety of guest, employee and the
establishment. Four Seasons Hotel assure that there is complete hygiene and sanitation in the
room and and hotels ans food and beverages serve to guests and employee are of good quality
and healthy. Maintenance department should repairs and restore the system to ensure safety of
the employees and guests. Four Seasons Hotel must adopt measures to reduce the risk if they are
technically
 Data Protection Act of 1998
Under the data protection act, UK Government give rights to individual and designed to
safeguard personal data of the customer and employees, so this act is all about respect and safety
for the privacy of different parties (Olimovich, Bakhtiyorovich and Salimovna, 2020). When
customer made booking or any reservation at Four Seasons Hotel they are requested to provide
their personal details and identification proof, so it is mandatory for Four seasons Hotel that data
of customer and employees to get misused or leaked to a third party. So to assure proper data
protection, Four Seasons should manage and protect data such as staff and customer personal
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information, guest room number, card payment details and other customer related details must be
kept private and do not reveal to any user without consent of the individual. Fire regulation Act
The fire and safety and regulatory reform at come into effect in UK by 2006 under which
Government asked to take some level of control in premises and reasonable steps to reduces the
risk from fire and assure that organisation has developed a ways that people can use to safely
escape if there is any threat of fire. Four Seasons to ensure fire and safety installed Fire
extinguisher on every way and there is separate exit lobby to exist in emergency situations. Immigration Act-
Immigration Act enforced by the Parliament of UK to limited the entry of various
immigrant in the UK through a national origins quota under which immigrant are only legally
allowed to enter with proper immigration visas and permit. The main of this act is to insure and
prevent illegal migrant in the UK (Hemmington, Kim and Wang, 2018). Theretofore, with this
sense Four Seasons Hotel is legally require to maintain immigration record and data of the guest
staying in the hotels at any giving point of time to assure that no illegal activities are taking
place.
The Yield Management/Revenue Management, including elements of Yield Management. What
are the high demand tactics of yield Management that Revenue Manager can apply at Four
Seasons Hotel to increase the Occupancy and Average Daily Room rate (ADR)?
Yield management/ Revenue management
Yield management strategy is being adopted by the Four Seasons Hotel to determine the
right hotel room pricing therefore yield management is all about the right rate to the tight
customer on the right time. However, yield management is quite not resemble to revenue
management bit is a subset because Four Seasons Hotel use this strategy to increase the revenue
and occupancy. This is because while a Four Seasons adopt this strategy it would alleviate them
to increase the amount of money that may be finite number of hotel rooms which need to be sold
by specific period of time. So it has been found that foremost crucial activities that the Four
Seasons Hotel need to employ while managing their revenue is the use of differential rates and
tariff structure so that organisation can maximise the rate of occupancy in the hotel, this is
because when hotel has 100% occupancy rate the revenue of the hotel can be maximised.
Elements of Yield managements
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Following are some key components that Four Seasons Hotel must be included in the
framing a successful revenue or hotel yield management strategy which are as- Group room sales-
People love to spent for leisure time and they make make preparation for these on
advance stage, by analysing and understanding group booking trends Four Seasons Hotel can
improve its revenue management by receiving reservations for group sales from three months to
two years early stage of arrival (Ghodsi and et. al. 2018). Therefore Four seasons Hotel need to
anticipate and understand the group profile data as possible such as group booking data, group
booking lead time and group booking pace. Special events
Most of the times, banquet hall of Four Seasons Hotel are booked for many special events
such as live concerts, marriage, seminars and business meetings therefore, it is right time for the
revenue manager to skimmed to cream from these events by offering discounted prices to the
parties. Food and beverage activity
A hotel looses its customer when they are only providing accommodation service not
meal service, theretofore Four Seasons Hotel Need to perform various food and beverage
activities like giving free dishes if one customer stay for particular time period and premium
dishes on premium room booking.
High demands tactics used by the Four Season Hotel to boost room occupancy and ADR
 Four Seasons Hotel can make use of close or restricted discounts scheme which is can be
considered as the armoury tool to increase the average rate, Four Seasons Hotel can offer
discounts on Group room sales, on special events and for those whose book for longer
duration to insure 100% occupancies for longer duration
 Furthermore, When demands are on high level Four seasons can adopt a minimum length
of stay to or restricted booking for shorter stays
 The better tactics which Four Seasons can employ is to eliminate 6 PM holds when
demands are high because to increase ADR rate (Manuaba, 2019).
 Apply deposits and guaranteed to the last night stay of policy and upholding guaranteed
and cancellation policies to assure payment for the room night.
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CONCLUSION
As per the carried out study, it has been concluded that room division is a critical and
crucial function of lodging hospitality sector to ensure optimum operational management. Report
summarise the importance and role of different room division department i.e. front office
department and housekeeping department. Following report also lightened up the different
subsection of front office and housekeeping department along with the key legislation that a
hotel industry need to address in its business policy. Following report has clearly illustrates the
significance of Yield management strategy to ensure 100% occupancies and improve Average
Daily Room rate.
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REFERENCES
Books and Journals
Abduraximov, S. N., 2020. THE ROLE OF THE HOTEL BUSINESS IN THE MODERN
ECONOMY. Theoretical & Applied Science. (12). pp.355-358.
Barnes, D., 2018. Operations Management. Macmillan International Higher Education.
Douvrou, M., 2019. Hotel revenue management techniques and successful applications in the
Greek resort hotels sector. In Strategic innovative marketing and tourism (pp. 927-934).
Springer, Cham.
Ghodsi, M., and et. al., 2018, December. Rent division among groups. In International
Conference on Combinatorial Optimization and Applications (pp. 577-591). Springer,
Cham.
Hemmington, N., Kim, P. B. and Wang, C., 2018. Benchmarking hotel service quality using two-
dimensional importance-performance benchmark vectors (IPBV). Journal of Service
Theory and Practice.
JAYKUMAR, P., 2020. THE TRIUMPHS & CHALLENGES IN THE PATH OF GREEN
HOTEL HOUSEKEEPING. Journal of Services Research, 20(1).
Jooss, S., and et. al., 2019. Conceptualising talent in multinational hotel
corporations. International Journal of Contemporary Hospitality Management.
Manuaba, I.A.K.A., 2019. Hubungan antara leader-member exchange dan kepuasan terhadap
atasan: implementasi program pelatihan coaching for coach pada karyawan divisi rooms
(front office, health club & spa) Hotel XYZ= The relationship between leader-member
exchange and supervision satisfaction: the implementation of coaching for coach
training program on the employee at rooms division (front office, health club & spa) of
Hotel XYZ.
Meacham, H., and et. al., 2019. Ethical management in the hotel sector: Creating an authentic
work experience for workers with intellectual disabilities. Journal of Business Ethics.
155(3). pp.823-835.
Olimovich, D. I., Bakhtiyorovich, T. M. and Salimovna, N. G., 2020. Improving of personnel
training in hotel bussines. Academy. (2 (53)).
Tavitiyaman, P., and et. al., 2021. Employee Productivity of Hotel Room Attendants: An Input–
Output Perspective. International Journal of Hospitality & Tourism Administration,
pp.1-28.
Watada, J., Yoshimura, K. and Vasant, P., 2018. A Bertrand Game-Based Approach to Hotel
Yield Management Strategies. In Game Theory: Breakthroughs in Research and
Practice (pp. 15-51). IGI Global.
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