A Critical Evaluation of Rooms Division Operations at Hilton Hotel

This report provides a comprehensive analysis of Rooms Division operations within the Hilton Hotel. It begins with a critical evaluation of the services offered by the front office and housekeeping departments, highlighting their roles in customer communication, reservation management, complaint handling, and maintaining room cleanliness and guest services. The report then delves into the roles and responsibilities of the front office manager, emphasizing staff training, customer service, deadline management, staff scheduling, and creating a positive environment. Furthermore, it explores key legal and statutory regulations relevant to hotel operations, including licensing, live music, immigration, data protection, equality, and product safety acts. Finally, the report analyzes yield management and revenue management strategies, focusing on tactics to enhance daily room rates, occupancy, and average revenue, crucial for maximizing profitability in the hotel industry.

ROOM DIVISION
OPERATIONS
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY..................................................................................................................................1
1. Critically evaluate services that provided by Rooms Division Operations in front office &
housekeeping department............................................................................................................1
2. Critically analysis roles and responsibilities of Front office manager in Hilton Hotel...........2
3. Knowledge and understanding of key legal and statutory regulations within the hotel
operations.....................................................................................................................................4
4. Critically analyse Yield management/ revenue management with elements of yield
management and what are the high demand tactics of yield manager management can apply
within the hotel to enhance daily room rate occupancy and average?.........................................5
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
The rooms department is one of the important within the promotion plans of hotel. It affects
generally on overall profits and appropriate strategy needed for making successful operations of
hotel (Shafey, Morsy and Gad El Rab, 2018). In this consideration, present report is based on
Hilton hotel which is one of the largest hotel brands within the whole world. This brand is also
targeted within business and leisure travellers at different locations of major cities. For gaining
insight information of the present study, it covers critically evaluation of services that provided
by Rom Division Operations at front office and housekeeping department. Furthermore, it
analysis critically roles and responsibilities of front office manager in Hilton hotel. Moreover, it
critically analyse Yield management with elements of yield management. At last, tactics will be
explained of yield manager management that can apply in hotel.
MAIN BODY
1. Critically evaluate services that provided by Rooms Division Operations in front office &
housekeeping department
Rooms Division Operations in front office and housekeeping department consider majority
of revenue in Hilton hotel. Therefore, at the end of financial year maximum revenue generated
by these department. As critically evaluation, customers are also emphasis on proper availability
of room, cleaning and proper arrangements of equipped rooms. Following are different services
offered by front office and housekeeping department of the Hilton Hotel:
Front office of Hilton hotel
 Communication: Communication is one of the important part of any hotel service. In this
regard, front office of the chosen enterprise communicate with their customers at all
times. They are responsible to provide proper information regarding their hotel services
in systematic manner. Therefore, with the help of communication Hilton Hotel serve
positive response of each and every customer query (Shafey, Morsy and Gad El Rab,
2018). In other words, as critically evaluation negative communication also can negative
impact on customers. Front office desk must be fulfil with skilled and experienced
people.
 Reservation: Furthermore, staff members of Hilton hotel need to focus on reservation and
confirmed booking of their customers. In this aspect, on the prior information as per
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customer’s requirements rooms are booked for each and every individual. As critically
evaluation they maintains record of rooms. As a result, reservation department ensure that
it also helps to inform front office for direct contact with staff of front office.
 Complaints and suggestions: Moreover, front office members are also taking complaints
and suggestions of their customers. In this aspect, learning of staff is also increasing
positively. In this consideration, it is also important for increase positive outcomes of
Hilton hotel. Small number of staff and unskilled is also critically evaluation for the
organisation.
 Direct contact: In addition to this, direct contact also made with customers by front office
staff members (Shafey, Morsy and Gad El Rab, 2018). It is one of the best way to
maintain safety and security at workplace. Furthermore, customers can also directly
inform them regarding any problem which they face in the hotel.
Housekeeping department of Hilton hotel
 Maintaining clean and equipped rooms: Housekeeping department consist their
important role in Hilton hotel for maintaining clean rooms. In this consideration, it can be
stated that rooms are generally equipped that helps to satisfy staff members.
 Uniformed services: Furthermore, this department also looking for uniformed services to
maintain security of their guest. For example, Hilton hotel fully covered with CCTV
cameras so that they can maintain happening or miss happening within premises.
 Attainment of phone calls for guest: Moreover, staff members are also looking for
maintaining luggage and other properties of clients to handle customers themselves. They
are focuses on proper facilities for guest so that on phone call they can arrange it for their
customers.
 Guidance: In addition to this as critical evaluation, staff members of housekeeping also
looking for providing proper guidance which will assists to maintain proper cleanliness
within the hotel. In this consideration, customers will get proper attention regarding
different services of hotel.
2. Critically analysis roles and responsibilities of Front office manager in Hilton Hotel
In Hilton Hotel, front office manager need to focus on several things to satisfy their
customers. They have to look many things just like organisational structure, system, customer’s
needs, their satisfaction, etc. (Haksever and Render, 2017). Therefore, they play vital roles and
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responsibilities in the business. With this regard, following are different roles and responsibilities
critically analysis under here:
 Managing and training Front office staff: In order to accomplish desired results, front
office manager play one of the important role that is managing and training to their staff
members. With this consideration, manager need to look for effective training that is
provided to all staff members to deal with different kinds of guests and customers (Oukil
and Al-Zidi, 2018). Furthermore, in Hilton hotel it is essential to manage each and every
activity that helps to take proper arrangements to deliver effective services among
different customers. Furthermore, as critically evaluation it can be stated that training is
one of the important aspect for increase effectiveness among staff members.
 Ensure friendly services for their guest: As critically evaluation, friendly services for
guest also make effective results in the Hilton Hotel. It will assists to understand each and
every customer and their requirement as well. Furthermore, for guest it is important to
look for proper sharing of complaints and suggestions. It will helps to increase brand
image of the chosen organisation (Lei and Liu, 2018).
 Meeting appropriate deadlines with guests: Furthermore, front office manager of Hilton
hotel also need to increase positive results with meeting appropriate deadlines with
guests. In this consideration, it can be stated that it will helps in maintaining proper
number of people at workplace. In addition to this, it aids in managing time with increase
significant results at workplace of the chosen business (Viglia and Abrate, 2019). As
critically evaluation, when front office manager not meeting appropriate deadline with
their guest, they are unable to fulfil all customer’s requirements in systematic manner.
 Arrange staff scheduling: Moreover, it can be stated that there are different shift of
several staff members considered. Therefore, manager need to arrange appropriate staff
scheduling which helps to attain positive results with making creative results at
workplace. In this consideration, Hilton hotel take proper arrangement of their staff
schedule which will be helpful to deal among different customers in positive
consideration.
 Create pleasant environment: Guests or customer are generally attracted with pleasant
environment. Therefore, front office manager of Hilton hotel need to create pleasant
environment that helps to maintain positive results within the environment. On the basis
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of each and every customer requirements, manager need to deal with perfect dealing so
that it helps to make positive outcomes at workplace (Viglia and Abrate, 2019).
 Focus on customer’s satisfaction: It is main point of any manager so that front office
manager need to deal with customer’s satisfaction which can be successfully accomplish
through fulfil their customer’s needs and requirements. As critically evaluation, in Hilton
hotel front office manager has biggest task to fulfil their guest needs and focus on their
satisfaction as well (Lei and Liu, 2018). As a result, it can be stated that more significant
outcomes will be accomplished in systematic manner.
3. Knowledge and understanding of key legal and statutory regulations within the hotel
operations
In order to deal with different guest and customers in Hilton hotel, they need to fulfil
different legal and statutory regulations in their operations. With this regard, following are
certain regulations exists that must be followed:
 Licensing Act, 2003: Hilton hotel must be consider this act in their hotel operations
because they providing accommodation with selling alcohol as well. Anyone selling
alcohol is an offence without any license (Chevers and Spencer, 2017). Community
safety measures also undertaken to prevent sale of alcohol for those people who legally
permitted for purchasing of alcohol. It helps to maintain public safety, protection of
children from harm, etc.
 Live Music Act, 2012: Furthermore, this act is relates to the public playing of recorded
music. This act consider restriction on performances so that nuisance of public will be
prevented. Up to 200 audience, this license required. As a result, in the chosen business
this consider important role in their hotel operations (Shafey, Morsy and Gad El Rab,
2018).
 Immigration Order, 1972: In this all kind of services and self-catering accommodation
considered. Therefore, it mean that records of all guest who are over the age of 16 must
be kept in records (Lee, 2016). It will assists to maintain security and safety of
community or nation. As a result, effectiveness increases in positive consideration.
 Data Protection Act, 1998: According to this act, in Hilton hotel it is essential to hold
personal information secret. Therefore, consumer protection has been maintained with
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considered necessary guest consents to hold effective information with providing
consumer with data that held upon request (Lei and Liu, 2018).
 Equality Act, 2010: According to this act, it can be stated that provision of any sort of
accommodation must be considered in this act. Therefore, it is essential to give all
essential rights to people in same manner. Furthermore, discrimination laws apply to all
kind of service providers (Summary of UK regulations applying to overnight guest
accommodation, 2015). Under this act Hilton hotel has no right to discriminate against
any employee or customer on the basis of disability, sex, gender, age, race, etc.
 General product safety regulations, 2005: As per this act, it is essential to ensure that
Hilton hotel supply only safe products to their customers. It is also ensure that throughout
the period of use, product use is safe so that it helps to lead with safety in systematic
manner (Viglia and Abrate, 2019).
 Electricity equipment’s regulations, 1994: Electrical equipment’s that are used in Hilton
hotel must be safe. Therefore, this act has been considered with no risk for products that
are carry in operations of the hotel. Furthermore, ensure that all kinds of goods supplied
to consumers for their use in course of delivery of services is safe. There are different
relevant activities undertaken that ensure product remains safe in throughout the period of
use (Lee and et.al., 2019).
 Employers’ Liability Act 1969: Employers of Hilton hotel must be considered insurance
with their liability for any kind of harm suffered by an employee at a particular
workplace. With this consideration, consumer and community protection is important
aspect for employer of the chosen business (Haksever and Render, 2017).
4. Critically analyse Yield management/ revenue management with elements of yield
management and what are the high demand tactics of yield manager management can
apply within the hotel to enhance daily room rate occupancy and average?
Yield management consider as extraction of maximum revenue from certain sources. In this
regard, flexible strategies applying to the change in market behaviour. Maximum yield from the
sources is one of the better growth for the hotel. Hence, Hilton hotel need to carry different
strategies that helps to enhance revenue from room occupancy. With increased room occupancy
over the financial year helps to provide better yield for hotel operations (Abed, 2017). In better
occupancy, rooms are also allotted as per needs and requirements of customers. As per critically
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evaluation, single person allotted single room from department of reservation. In order to taking
account in given case, there are 75 single rooms available in the chosen organisation.
Furthermore, there are 25 rooms vacant that can be allotted to single occupants. In addition to
this, there are 45 double rooms allotted to single persons so that it can be stated that it is waste of
resources. If these 45 single customer are allotted to single room and might be these are twin
rooms so that double rooms may be given to those who require twin rooms. Hence, it helps to
enhance yield and occupancy per room (Oukil and Al-Zidi, 2018).
Furthermore, there are different tactics considered that are yield management tactics and
used to increase daily room rate occupancy and average:
 Sales techniques analysis: Marketing strategies and sales techniques consider major role
that increase occupancy which generate greater revenue. With the help of better
management with room allocation process to set up attracting pricing in Hilton hotel
helps to generate more revenue at workplace. In this consideration, another marketing
strategy is providing recreational and dining facilities that generate or adding more
revenue as well (Slack, 2018). With increasing rent of rooms in peak seasons is another
strategy that helps to earn higher profitability. When they provide discount to their
regular customers, membership cards facilities, also helps to attract customers. This kind
of customers stays in hotel of same chain in their business tours. It will assists to attract
several families with creative pricing method. Furthermore, sales and marketing team
regularly keep touch with corporate teams that helps to offer meeting rooms, banquet
halls, etc. In this regard, more revenue generated source for hotels in tour guidance. On
the basis of special facilities and rewards are given in tour packages. Marketing and sales
teams of the chosen enterprises focus on advertisements activities that increase several
number of customers (Kimes, 2016).
 Forecasting and statistical data in room division: Forecasting room availability is
guessing rooms present in the hotel that can be allotted to customers. Forecasting
considered involve number of customers generally expected in up-coming future. It
enables reservation and front desk team also manage prior reservation for different
customers (Cavagnaro, 2018). It allows the hotel management to demonstrate different
strategies of marketing that must be applied to enhance occupancy and higher revenue. It
also assists in managing or maintaining other different facilities so that customers are not
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facing any discomfort. On the basis of statistical measures and data, it can be stated that
forecasting can be perform in Hilton hotel which would be helpful to modifying schemes
and strategies as well. Along with this, planning net attractive offers for different
customers, planning of all event parties, new menus also set up so that it create greater
advantage for the organisation (Dejarme, Felices and Tibayan, 2016).
 Performance indicators calculation: In order to make success in the organisation, it can
be stated that management and marketing strategies is one of the important aspect for
Hilton hotel. These kind of strategies get updated time to time. When performances of the
department is good, management can easily continue with particular strategy for future
scope development. On the basis of department performances indicators, it can be stated
that hotel management make more improvement with room occupancy. Performance
indicators reservation method helps to make successful planning in better way to monitor
organisation performances (Chibili, 2017).
CONCLUSION
Hilton hotel is one of the largest organisation in the UK which serve different kinds of
services for customer’s satisfaction. They are continuously focuses on attracting customers and
maintained their great standards in term of room services. Staff of the present hotel are generally
well trained and helpful for different customers. In this consideration, present report summarised
about different rules and regulations that must be considered that must be followed in the Hilton
hotel that must be followed for increase significant results. Furthermore, it concluded about yield
management which taken in the selected enterprise for increase creative results at workplace. At
last, it articulated about different tactics that followed in the organisation.
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Towards Rooms Division Internship: Basis for Curriculum Improvement. LPU–Laguna
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Innovation, 10(3).
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Shafey, H.E., Morsy, M. and Gad El Rab, M., 2018. Evaluation of Employees’ Awareness of
Environmental Management Systems in Four and Five Star Hotels in Alexandria: A
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