Comprehensive Analysis of Rooms Division Operations at Hilton Hotel

This report provides a comprehensive analysis of rooms division operations management within the Hilton Hotel. It begins by evaluating the various services offered, from booking and front office operations to accommodation and food services, and then delves into the roles and responsibilities of accommodation and reception staff. The report further examines key aspects of relevant legislation and regulatory requirements. Subsequent sections analyze the significance of front-of-house areas and accommodation services in effectively managing the hotel's business, focusing on planning and management strategies. Operational issues impacting management and business performance are critically evaluated. The report also discusses revenue management, sales techniques, and the use of forecasting and statistical data, including the calculation of performance indicators used to measure the success of accommodation sales. The report compares the Hilton Hotel with the Marriott Hotel and Premium Inn Hotel, and provides insights into how these hotels operate, with the aim of understanding the factors that contribute to customer satisfaction and successful hotel management.

Rooms Division Operations
Management

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................2
(A) Evaluating variety of services which are provided by rooms divisions in Hilton Hotel. 2
(B) Reviewing roles and responsibilities of accommodation and reception staff..................3
(C) Analysing key aspects of legislation as well as regulatory requirements........................4
TASK 2............................................................................................................................................7
(A) Reviewing significance of front of house area and accommodation service in order to
manage business of Hilton Hotel effectively..........................................................................7
(B) Discuss the key aspects of planning and management of the front of house area for a given
hospitality operation...............................................................................................................8
(C) Critically evaluate operational issues affecting the effective management and business
performance of the front of house area and the accommodation service...............................9
TASK 4..........................................................................................................................................10
(A) Discuss revenue management........................................................................................10
(B) Sales techniques used to promote and maximize revenue for organization...................12
(C) An evaluation of the usage of forecasting and statistical data in the room division......13
(D) Describe with the help of calculation of performance indicators used to measure the
success of accommodation sales..........................................................................................15
CONCLUSION..............................................................................................................................18
REFERENCES..............................................................................................................................19

INTRODUCTION
The hotel industry is vibrant industry in making stable the economic growth of the
country. It attracts several consumers so that they are enhanced with the exotic and leisurely
hotels' scenario which mesmerise their experience in effectively manner. This report deals with
Hilton hotel which is market leader by supplying quality services to the customer worldwide
attaining the consumers expectations efficiently. The hotel has to be very effectual in
accommodating the guests so that they may be loyal to the concern brand in that way by which
their satisfaction is enhanced in the best possible way by the organisation in effective manner.
Consumers are enhanced by the facilities the organisation provides to them.
For providing quality services, organisation needs to be conveyed to accommodation
department and front office department to be effective in their assigned tasks so that they may be
able to provide great customer experience. Rooms division is made up of these two departments.
This provided by a dedicated team who aims to cater the needs of the guests in better way. This
enhances the customers in better way. The agents of the hotel needs to be well effective in
making consumers to choice the hotel which suits their demands and requirements. As such, firm
provides everlasting and delightful experience to the customers. The organisation need to be
efficient in achieving objectives of it by making available al the facilities which are required by
the customer analysing their demands and needs and wants to total extent. This is make sure that
organisation is providing facilities at competitive prices. The organisation is required to deliver
the services to the customers of standard quality. This ensures that organisation is concerned
about the health of the customers (Afeche, 2013). The foods and beverages which are supplied
must be of standard quality. The organisation is under a duty to not to leak the information of its
employees so that privacy and security is maintained. For this several acts are enacted by the
government to make the safety and health of customers and of employees to be the first priority
by the organisation. As such, organisation is able to provide quality of services to the customers
by enhancing their level of satisfaction.
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TASK 1
(A) Evaluating variety of services which are provided by rooms divisions in Hilton Hotel
There are variety of the room services provided by the hospitality businesses. It ranges
from arrival of the guests (customer) to its departure. Hilton hotel is taken with reference to
rooms divisions. The services provided by the hospitality business includes:
Booking/ reservation of rooms:
The rooms are the major product of the Hospitality Businesses. It can be booked either
manually, over a phone call or through the means of websites either of the hotel or the trip
manager.
Welcoming of Customer by Front office Department:
Once the room is been booked by the customer, he visits the hotel & is welcomed by the
staff or the front office department of the hotel. The front office department plays an important
role in maintaining the quality of the services as well as gaining the goodwill of the customers.
Hilton hotel tries to be effective in its accomplishing of tasks. An efficient & friendly front office
department will help in gaining the customers trust & leads to customer satisfaction (Akan, Ata
and Dana, 2015).
Front office or reception has the job to not only welcoming the guests, taking their
details, & providing with the accommodation facilities but also to listen & try to solve the
queries & issues of the customer of the office. They will also take the customers' feedback & will
further send it for analysis so that the hospitality services of the hotel can be made better.
The staff or the executives of the front office desk has to be highly efficient as well as,
well coordinated with the services of the hotel. There must be no loopholes that may cause the
failure of the structure of the hospitality business.
Accommodation & other facilities:
Once the customer is welcomed by the front office department, he/she is sent with hotel
official for the allotment of the accommodation. The Accommodation or the rooms are the core
product of the hospitality industry. So it has to be in priority of the hotel to provide its customers
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with the best quality of accommodations & services so that customer gets comfortable &
satisfied.
Apart from this, accommodation facility not only include rooms or suites but also with
the good room services. A good room service is the proof for the customer that the
accommodation facility provided by the hotel will be of the utmost quality. Room services
include catering food in room, lighting, plumbing etc. There must be no denial or delay in the
room services. As failing to which, may cause a decrease in customers goodwill & satisfaction as
well as hotel's brand value (Board and Skrzypacz, 2016).
The staff looking after the accommodation has to be highly efficient & should be friendly with
the customer.
Food & Catering:
Food is an important factor which decide the quality of services provided by the hotel. In
hospitality business, food is one of the core factor that makes a hotel, a quality brand. Good food
is the guaranty of good hospitality services.
Other Services:
The other services provided by the hospitality business, like swimming pools, bar,
restaurant, spa etc. act as the perks in accommodation of the customer. Also, it helps to maintain
a quality standard of the services. It requires the different forms of rooms along with their sizes
and accommodation spaces. The role of the hospitality service is to bring out the level of
different rooms.
Accommodation department is responsible for managing accommodation arrangements and to
monitor health and safety in the hotel. While, front office deals with supervision of these
activities whether achieved or not. The main comparison between them is that they accommodate
each other nicely to provide effective services.
Front office has the role to maintain customer database in timely manner. Moreover, to monitor
occupancy status from time to time. Also, to arrange for providing value added services to
customers.
Comparison of Marriott Hotel with Premium Inn Hotel
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Marriott Hotel is highly adhered to customer suggestions and advices and as such,
customer satisfaction is attained in the hotel. Premium Inn Hotel has diversified portfolio and has
opened more than 750 hotels in UK. However, it needs to follow customer advices so that it may
earn more revenue just like Marriott Hotel.
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(B) Reviewing roles and responsibilities of accommodation and reception staff
Roles of accommodation facilities of hospitality businesses:
 Accommodation plays a very important role in gaining the customers trust & a brand
image for a hotel business.
 A good accommodation facility will help in achieving the goal of customer satisfaction.
While a normal or not so good service will make a negative impact in the mind of
customer.
Responsibilities of accommodation facilities of hospitality businesses:
 If the room is been reserved, Accommodations should be made prior the arrival of the
customer as per his requirements (han, Yueng Chan and Li, 2013). Even if the room is
not booked, basic arrangements should be made by the hotel authority to comfort the
customer.
 Any issue faced by the customer regarding any part of his accommodations should be
sorted out as quickly as possible. Hilton Hotel makes sure that no delay to service is
made as it will have an adverse effect on the customers' satisfaction & hotel's goodwill.
The provision of the toilets and appliances such as microwave oven and a mini
refrigerator shall be provided into the room
Roles of Reception staff of hospitality businesses:
 Reception staff or the Front office department is the first thing that a customer encounters
when he enters a hotel. The responsibilities of Reception Service is to provide the
information to the customers
 Reception desk manages the task of checking in & checking out of customers, taking
customers details for booking up the accommodations, welcoming the guests, listening to
the issues occurred, if any from the guests & managing the services.
Responsibilities of Reception Staff of hospitality businesses:
 The reception desk or the front office department is responsible for smooth functioning of
the services provided by the Hotel.
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 Any issue or query, related to customers accommodations or any other topic, raised by
the guest (customer), should be looked after & resolved as soon as possible. Hilton hotel
can have an edge over its competitor which is Marriott hotel. This will not only help in
making services better but also helps in maintaining the quality standard & goodwill of
the hotel.
 Also, reservations or other services, that are included in the accommodations & is
provided by the hotel management is partially looked after by the front office department.
Throughout the stay of the customer, front office department or reception desk act as an
intermediate between hotel authorities & the Customer (Chang and Ma, 2015).
Supervisor is required to make constant supervision to the accommodating staff so that
customers' privacy may be maintain who avails room facilities.
Receptionists are required to main data entry in effective way so that information regarding
guests may be made.
Accommodating staff is required to maintain cleanliness and upheld quality standards so that
guests may be satisfied with the services. Moreover, also ensures that budgets are effectively
controlled. On the other hand, reception staff is responsible for receiving incoming calls,
distribution of important mails, requisition of supplies and related clerical roles as well.
Housekeeper responsibility is to maintain cleanliness in rooms so that guests may be satisfied
with the services.
Housekeepers' role is to monitor and organise work as per the schedule such as list of
room status, arrivals and departures of guests. Housekeeper supervisors are responsible to ensure
that cleanliness is being done by housekeepers and if not take corrective actions. Moreover,
immediately respond to queries of customers.
(C) Analysing key aspects of legislation as well as regulatory requirements
Legal & regulatory factors are important for the formation & functioning of the room
services or room division operations. It includes some set of rules & regulations which are to be
followed & actions conducted that ensures the smooth functioning of the Accommodation &
room services.
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 There must be some standardization & sets of rules to maintain the customers/guests
from unfair & unlawful practices.
 Daily maintenance of the accommodation( including rooms or the area provided by hotel
authority). It consists of regular cleaning of rooms/areas, supply of drinking water,
cleaning of bed sheets & other stuffs in the room (Felicen and et,al ,2014). It shows the
good management by the hotel authority & leaves a good impression on the customer.
Also, it is an assurance of meeting up the quality standards.
 Safety of the customer as well as his belongings is also a key issue which is to be looked
after by the hotel management. If there is some hazardous substance available in hotel, it
is the responsibility of hotel authority to make customers aware about it or place safety
measures.
 Safety boards & warning signs should be placed at the places of danger such as
swimming pools, ponds, fountains to avoid any sort of accidents. Also, the hotel staff
must be skilled to tackle any sort of emergency occurred to avoid any mishaps &
causalities to the customers & ensure their safety.
 Insuring the customers' health & well being & security can also a key responsibility of
the hotel management authority. If in case of emergency, during his stay, if any health
related complication arises, its lies the hotel authority responsibility to provide the
customer with all sort of medical aid required.
 Safeguarding the customers personal information, his privacy, & his goods & belongings
( including luggage) is a sort of legal liability of the hotel authority. Failing to meet the
security standards can have an adverse effect not only on brand image of the hotel but
also cause the loss in customers trust as well as his goodwill.
 Hotel management can provide the guest/customer with safety lockers, deposit rooms or
vaults to keep their belongings.
 The storage of customers luggage is also an important factor for the legal functioning of
the hotel. Hotel authority must ensure to avoid any sort of theft or loss of any belongings
or luggage of the customer.
 Apart from this, among the hotel authorities, there is a contract facility, which involves
the management of legal franchise & standards of the hotel authority. It tends to
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improvement of the management of the company (Fiig, Cholak, Gauchet and Cany,
2015).
 It also includes the role of various franchises & managements that are been involved
directly or indirectly in functioning of the businesses.
 On legal grounds there is a law which leads to the generation of the antitrust law for the
hotel businesses. It includes the depiction of growth of the market share by an hotel &
the improvement in the ranking of a hotel in international market.
 Also, it is important to get the idea of the rise in revenue of a hotel. It requires the use of
accurate data which is required & is enrolled for the introduction of various new
ventures to be included by the hotel business.
 With more addition in the luxuries provided by the hotel to its customers has lead to rise
in revenue of the hotel businesses but it has also increased the legal liability of the hotel
businesses towards its customers.
When an enterprise operating in particular industry then necessary to follow some rules
and regulations at the workplace. Some legislations which followed at the working environment
of Hilton Hotel are stated below: Health and Safety at Work Act 1974: According to this, the company has to provide safe
as well as healthy working environment to employees. It is amended at every workplace
in order to secure health, welfare as well as safety of workforce. If Hilton Hotel not
considers this act then corrective actions taken by court. The Data Protection Act 1998: According to this stated legislation, the Hilton Hotel
needs to protect information which are related to employees. In case, management
discloses personal data of workforce then they can sue upon it. Food safety legislation: Under this, when the selected company of hospitality industry
provides food items to workforce and customers then it should be highly hygienic
(Grunwald, 2014). The reason is unhygienic food items directly create negative impact on
their health system. It is enacted by Food safety Act, 1990.
 The Personal Protective Equipment at Work Regulations 1992: This Act protects user
against safety risks which might occur at workplace. These includes gloves, helmets,
harnesses for their safety.
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 Guest information: It is mandatory to record customer data which visit hotel by data
protection law.
 Licensing: To obtain license is also legal requirement to be adhered by hotel so that it
may run legally. Moreover, casinos and beverages related to alcohol require separate
licence by the law.
 Consumer Law: This is a law which helps to consumers to get protection from the unfair
trade practices of organisation. Hilton hotel should provide guests all the facilities which
are needed by them. This is enacted by Consumer Rights, 2015
 Protective clothing: Protective clothing is required so that workers who are engaged in
electrical and other work should be protected from it. This clothing includes helmets,
googles for their safety. This is initiated by Health and Safety Executive (HSE) of UK.
 Diplomatic privileges: It is the privilege which is provided to foreign diplomats as they
work in other country. It is enacted by Diplomatic Privileges Act, 1964.
 Immigration (Hotel Records) Order 1972: The guests which comes to organisation,
keeper should maintain information of each of them regarding his nationality as well.
TASK 2
(A) Reviewing significance of front of house area and accommodation service in order to
manage business of Hilton Hotel effectively
The present task consists with major two departments of the company or selected hotel
which are like front-of-house and accommodations. These both must be highly attractive and
clean because these are one of the attraction point for each and every enterprise. On the other
side, if interior location of stated both departments are bot attractive then it will directly create
negative impact on customers. Further, importance to such departments are explained below:
Front-of-house area:
Front of the hotel is very important aspect which attracts to huge customers (Heo, 2016). When
the front area of Hilton hotel is highly attractive and proper then it will become beneficial for the
company in different ways. Further, example of front-of-house are stated below:
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 Visual impact: It represents the selected hotel in attractive manner in front of targeted
customers. When font of Hilton Hotel is better, then it creates effectual visual impact and
represents hotel in effective way. It is one of the important thing for any company of
hospitality sector. Design and layout: Apart from this, design of the hotel should be proper and attractive
which comes under exterior decoration. In addition to this, if layout of the hotel will
better, then it will show attractive front among eyes of people. The design and layout is
extremely important as it implies first impression on guests. The lobby should be
designed effectively so that customers' may feel good atmosphere in Hilton hotel.
Lobbies must have a good space so that customers' may enjoy seeking by viewing outside
scenery of the hotel.
 Lighting: Under the front area lighting is another essential part which become one of the
attraction point for every local community. If hotel is decorated with full of lights then
will be considered as unique front of hospitality company.
Accommodation or Housekeeping
Apart from front-of-house area, accommodation is another department of Hilton Hotel which
provides services to the customers. Under this, bedrooms, living area, food products and other
services are included of the hotel. When accommodation of any firm is better and attractive then
people will attract in more numbers. Some illustrations of this department are stated below: Efficient use of space: In the selected company of UK's hospitality industry when space is
available for accommodation in plenty then chosen department will become highly
attractive. On the other side, if efficient and enough space is not there in hotel then
customers will not try to consume such services on consistent basis. Flowers and plants: These both the aspects are one of highly attraction of point in every
hotel. Therefore, when interior is decorated with plants and various kind of flowers then it
will provide fresh environment to customers.
 Fabrics and furnishings: Apart from this, fabrics of sofa set, bedsheets etc. must be
smooth and proper (Huang, Ho and Chiu, 2014). Moreover, when room will be properly
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