Rooms Division Operations Management Report: Hotel Business Analysis

This report provides a comprehensive analysis of rooms division operations management within the context of the Clientele Hotel. It explores front office services, housekeeping, and overall management strategies in diverse business settings. The report details the roles and responsibilities of accommodation and reception staff, legal and statutory requirements, and the services provided by the rooms division. Key aspects of planning and managing the front-of-house area, property interiors, and accommodation services are discussed, along with operational issues affecting effective management. Furthermore, the report examines yield management techniques, sales strategies for maximizing revenue, and the use of forecasting and statistical data. Performance indicators for measuring the success of accommodation sales are also computed, providing a holistic view of rooms division operations and management within the hospitality industry.

ROOMS DIVISION OPERATIONS
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Accommodation and front office services for diverse organisations...............................1
1.2 Roles and responsibilities of a range of accommodation and reception service staff......1
1.3 Discuss legal and statutory requirements that apply to rooms division operation...........2
1.4 Services provided by the rooms division of hospitality business.....................................2
TASK 2............................................................................................................................................3
2.1 Importance of the front of house area to effective management......................................3
2.2 Key aspects of planning and management of the front of house area for a given business
................................................................................................................................................3
2.3 Key operational issues which affect effective management and business performance of
front office area......................................................................................................................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...3
3.3 Key operational issues affecting the effective management of the accommodation services
................................................................................................................................................4
TASK 4............................................................................................................................................4
4.1 Yield or revenue management activities to maximise occupancy and rooms revenues...4
4.2 Sales techniques that rooms division staff can use to promote and maximise revenue...4
4.3 Objective and use of forecasting and statistical data within the rooms division..............5
4.4 Computation of rooms division performance indicators to measure success of
accommodation sales..............................................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Room division management is one of the essential aspect which is used by high rated and
reputed hotel and hospitality business and organisations. This remains essential in order to
achieve better customer satisfaction and faith towards organisation (Stewart and et. al., 2013).
The project is prepared to define room’s division operations management in respect of clientele
hotel. Front office services, housekeeping and management defined in diverse business context.
Impact of contemporary management issues on the effective management and business
performance also defined in this context. Factors are defined respect of effective management in
accommodation services are elaborated in this report. Techniques are implemented subject to
maximise and measure occupancy and room revenues.
TASK 1
1.1 Accommodation and front office services for diverse organisations
Front office operations
Front office operation indicates towards the operation and management of direct staff
such as carry the luggage, reception, customer registration and introduction services, promoting
good guest services and many more. These are the main services which are considered in front
office operational services in hospitality and hotel businesses. These operations remain
associated with customers and staff members directly. Providing the best customer and guest
service is the main objective of front office operations.
Housekeeping operations
This is one of the crucial part of operation and management in hospitality and hotel
industries. Customer preferences and choice is the base of housekeeping operations. Staff
members have to be flexible to manage different types of customers and guests. High rated and
reputed hotel and hospitality organisations adopt quality standards and protocols subject to
provide quality and well managed housekeeping service to customers and clients. This helps to
encase the sales graph of products and services along with customer and satisfaction.
Accommodation is one of the essential factor in generating revenues of hotel.
1.2 Roles and responsibilities of a range of accommodation and reception service staff
Roles and responsibilities of room attendants
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Room attendants have to take care of all the rooms and accommodations in proper
manner. There are some basic roles and responsibilities which are followed by room attendants
such as:
 Prepare and enters the room for cleaning
 Making beds and desks
 Dusting the room and furniture
 Managing bath supplies and fulfil guest room requirements
 Cleaning of bathrooms and vacuum racks and carpets
Responsibilities and duties of Front office receptionist
Following roles and responsibilities are defined in context of front office receptionist:
 Greeting visitors
 Circulating mails regarding basic information
 Discussing plans and price structure of accommodation and room facilities
 Operation administrative task such as attending calls, managing clerical information and
records book keeping etc.
1.3 Discuss legal and statutory requirements that apply to rooms division operation
Health and Safety Act (1974): This act covers the legislation and standards subject to
protecting data safety and health rights of employees while at work. Organisations are forced to
follow and adhere safety and health rights to protect rights of employees (Kerzner, 2012).
Data Protection Act (1998): This act contains the rules and legislation subject to
retaining information and data of employees. The entire information and details whether personal
and professional need to be maintained in secure and safe database system by organisation. This
act prevents organisation from misusing of employees’ details for unethical benefits and profit.
Fire Regulation Act (1971): This act was formed to maintain safety features and
resource to prevent and manage fire accidents and causes. Organisations have to follow rules and
legislation of Fire Regulation Act 1971.
1.4 Services provided by the rooms division of hospitality business
Clientele hotel is one of the high rated and reputed hospitality and restaurant business
industry which provides services to large corporates and professionals (Zong and et. al., 2012).
Its main services can be divided in two parts such as:
Room division operations with in train company
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Blue train is one of the most luxurious and famous train in the world. Visitors and
passengers get valuable experience from the services provided by the train. Clientele hotel
provides staff members and hospitality resources to Blue Train Company.
Restaurant with room’s facilities to B&B and cruises
Hospitality and manpower are the main services which are provided by clientele
organisation. There are various business meetings and ceremonies are organised by the company
in restaurants and hotels. It also provides hospitality services to large cruises. Visitors and
customers enjoy the luxurious service provided by Clientele hotel.
TASK 2
2.1 Importance of the front of house area to effective management
Covered in PPT
2.2 Key aspects of planning and management of the front of house area for a given business
Covered in PPT
2.3 Key operational issues which affect effective management and business performance of front
office area
Covered in PPT
TASK 3
3.1 Importance of property interiors and design to effective management
Objectives of the interior design: Attractive physical appearance attracts visitors and guest
attention. Attaining guest attention is one of the prime objective of interior designing. Interior
design is a process of decorating and enhancing the visibility of outlets and appearance in an
attractive manner (Guenther, 2013). Flowers, designing carpets, curtains and chandelier are the
some examples of interior design.
Basic types of design and Elements of design: Tools, experience, system, emotional appeals,
functions, sustainability, aesthetics, spark and process are the basic elements which remain
essential for design.
3.2 Critical aspects of planning and management of the accommodation service function
Guest supplies: It depends upon the preferences and choice of guests. Bed, beside table,
chairs, wardrobe, writing table, desktop table, centre table, dressing table, magazine holder are
the main furniture requirements of guest supplies (Washington and Patterson, 2011). Mattress,
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bed covers, sheets, quilt, pillow and pillow cases are some bedding requirements which are some
basic guest supplies examples.
Controlling and updating room’s status: As the guest leaves the room, it is essential to
update the room status within the organisation.
3.3 Key operational issues affecting the effective management of the accommodation services
Human resources issues: Skilled and knowledgeable staff members are prime
requirements of hospitality and hotel industries. There is a lack of knowledgeable and skilled
staff members to operate front house operations and management. Guest faces various type of
problems subject to understand the terms and conditions due to lack of experienced and skilled
staff members (Sia and Wieland, 2011).
Housekeeping and quality linen control: Inventory control, managing daily operation
of linen room, maintaining quality standards for all linen process, responsible for maintaining
cleanliness of the linen area are some complex work which are performed by housekeepers in
hotels and hospitality industries.
TASK 4
4.1 Yield or revenue management activities to maximise occupancy and rooms revenues
Yield management: Revenue management in hospitality and hotel industry indicates
towards maximising profit and revenue graph by maintaining quality standards and
implementing strategies. This is considered as one of the best strategies subject to managing the
price of product when the need of products and services are more. Some attractive plans are
proposed by the organisation to attract customers and guests (Operating room pooling and
parallel surgery processing under uncertainty, 2017).
High demand tactics of yield management: This simply indicates toward fluctuating
the price of products and services on the basis of demand in market and customers. High demand
tactics indicate towards increase in sales when the potential acquirement of demand increases.
4.2 Sales techniques that rooms division staff can use to promote and maximise revenue
Organisations use sales techniques subject to enhance the sales graph of products and
services. Some sales techniques that are used by hospitality industries are mentioned as follows:
 Discuss up selling rooms- This technique helps to analyse the availability of rooms in
seasonable period and deciding the price. It is considered as one of the single question
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which helps to provide better room facility. With the reference of various attractive
discount offers, there is an effort made by the organisation to attract customers.
 Customer loyalty schemes and promotion hotel services are one of the attractive and
effective strategies which increase the sales graph of hotel services.
 Breakfast, lunch, dinner and laundry services including package price. Guests and visitors
are proposed various packages and options with lunch, dinner, breakfast and laundry
services.
4.3 Objective and use of forecasting and statistical data within the rooms division
Purpose of forecasting: It is considered as a process of analysing the future events and
incidents. Purpose of forecasting process within hospitality and hotel industry is to analyse the
customer preferences and interest subject to product and services. Forecasting helps managers to
decide price policy of rooms, tour package and price of services. This process also helps in
decision making (Evertson and Weinstein, 2013).
Types of information for effective and accurate forecasting: Visitors and guest
preferences and interest, destination’s choice, prices and rates of products and services are some
essential information and details which are considered in forecasting process. Revenue records,
information related to last year and month subject to products and services,
4.4 Computation of rooms division performance indicators to measure success of
accommodation sales
Performance indicators in hospitality indicate towards yield or revenue graphs. There is
an individual selling graph is prepared such as room occupancy percentage, average room rate
(ADR), revenue per available room and yield management indicators. These are considered by
the examples such as:
Occupancy percentage: The strength of room is 200 in clientele hotel from which 165
rooms are occupied by guest; in this situation, occupancy percentage is calculated as (165 /
200)*100 = 82.5%.
Average daily room rate: It is calculated on the basis of total revenues form room
occupied and total rooms sold.
Double occupancy percentage: It is calculated by dividing the balance of total number
of guest and number of rooms and double occupied rooms. For example, double occupied rooms
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are 130 and total guests are 200 plus total number of rooms is 160, then it is calculated as: (200-
160 / 130)*100 = 30.76%.
CONCLUSION
This report is prepared to explain the concept of rooms’ division operational management
in hotel and hospitality industry. Services provided by the room division in different
organisational context are defined in this report. In addition, impact of contemporary
management issues on the management and business performance in the front of house areas is
also highlighted. Factors that contribute to effective management and business performance
subject to the accommodation service functions are also defined in this context. Moreover,
techniques are applied to maximise and evaluate performance and success of organisation.
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REFERENCES
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Stewart, C. A. and et. al., 2013. Interferon-dependent IL-10 production by Tregs limits tumor
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Kerzner, H. R., 2012. Project management case studies. John Wiley & Sons.
Zong, Y. and et. al., 2012. Application of model predictive control for active load management
in a distributed power system with high wind penetration. IEEE Transactions on Smart
Grid. 3(2). pp.1055-1062.
Spigel, L., 2013. Make room for TV: Television and the family ideal in postwar America.
University of Chicago Press.
Miller, S., 2012. The effect of insurance on emergency room visits: an analysis of the 2006
Massachusetts health reform. Journal of Public Economics. 96(11-12). pp.893-908.
Guenther, T. W., 2013. Conceptualisations of ‘controlling’in German-speaking countries:
analysis and comparison with Anglo-American management control
frameworks. Journal of Management Control. 23(4). pp.269-290.
Washington, M. and Patterson, K. D., 2011. Hostile takeover or joint venture: Connections
between institutional theory and sport management research. Sport Management
Review. 14(1). pp.1-12.
Sia, I. G. and Wieland, M. L., 2011, April. Current concepts in the management of tuberculosis.
In Mayo Clinic Proceedings (Vol. 86, No. 4. pp. 348-361). Elsevier.
Evertson, C. M. and Weinstein, C.S. eds., 2013. Handbook of classroom management: Research,
practice, and contemporary issues. Routledge.
Online
Operating room pooling and parallel surgery processing under uncertainity, 2017. [Online].
Available through:<https://pubsonline.informs.org/doi/abs/10.1287/ijoc.1100.0396>.
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