Rooms Division Operations Management Report for Clientele Hotel

This report provides a comprehensive overview of rooms division operations management within the hospitality industry, focusing on the Clientele Hotel as a case study. The assignment delves into the importance of front office services and accommodation, exploring the roles and responsibilities of various staff members, including receptionists and housekeepers. It addresses legal and statutory requirements, emphasizing health and safety regulations and data protection. The report examines key operational issues, such as property interiors, design, and the significance of the front-of-house area in effective management. Furthermore, it discusses revenue management strategies, including sales techniques and the use of forecasting and statistical data to maximize occupancy and room revenue. The report highlights the importance of maintaining customer satisfaction and the role of various services, such as those offered by the Blue Train and B&Bs, in providing memorable guest experiences. Overall, the assignment underscores the critical role of efficient rooms division management in achieving operational success and customer satisfaction within the hotel industry.

Rooms Division Operations
Management

Table of Contents
Rooms Division Operations Management.......................................................................................1
INTRODUCTION...........................................................................................................................1
1.1 Accommodation and front office services for different organisations..................................1
1.2 Roles and responsibilities of a range of accommodation and reception services staff.........2
1.3 Legal and statutory requirements..........................................................................................2
1.4 Services provided by the rooms division in a range of hospitality businesses.....................3
Task 2...............................................................................................................................................4
2.1 Assess the importance of the front of house area to effective management.........................4
2.2 Key aspects of planning and management of the front of house area...................................4
2.3 Key operational issues affecting the effective management.................................................5
3.1 Importance of property interiors and design to effective management.................................5
3.2 Planning and management of the accommodation service function ....................................5
3.3 Analyse the key operational issues affecting the effective management .............................5
Task 4...............................................................................................................................................6
4.1 Perform revenue/yield management activities to maximise occupancy and rooms revenue6
4.2 Discuss sales techniques that rooms division staff can use to promote and maximise
revenue........................................................................................................................................6
4.3 Purpose and use of forecasting and statistical data...............................................................6
4.4 Rooms division performance indicators to measure the success of accommodation sales...6
CONCLUSION................................................................................................................................6
REFERENCES ...............................................................................................................................7

INTRODUCTION
The main objective of hospitality management industry is to earn the satisfaction of their
customers, they offers different services for to indulge them, they take of a lot of functions to
accomplish this purpose, one of them is Room Division Management (RDM), the function of this
is to take care of environment of rooms so that visitors can enjoy their stay, in this assignment
the room division management is going to define its services for Clientele Hotel, which offers th
best services to their clients to make their holidays wonderful (Lewis and Brown, 2012).
Task 1
1.1 Accommodation and front office services for different organisations
Front office services and accommodation are part of any hotel to allure the customers,
that makes an impression so that client can be assist in a certain manner to solve their all queries.
Front office services - As given in the scenario, Clientele Hotel is offering its services to
the all kinds of clients, it renders eminent front office services to to handle the visitors query
which is its core function to control and deal with all types of front office services, from assisting
a clients to arrangement of meetings and so on. The front office is commonly known as
reception, that includes front office, bell services, mail, information, concierge, cashier, Night
auditors.
Accommodation – Accommodation is a area where customers stays and get relax in the
peaceful environment, accommodation is includes house keeping services that has different roles
like monitoring the accommodation arrangements. Checking of inventories and other areas,
managing health and safety rules, maintaining smooth communication between departments,
maintain proper hygiene within premises (Langabee and Helton, 2015).
Clientele Hotel is situated in London, and it offers front office services, that satisfy the
customers through assist them in providing the information about the availability of the rooms,
and conducting meetings. The front office welcomes first time visitors with a smile and provide
them an information about the accessibility of the rooms and conference halls and when the
clients are coming to enjoy a dinner or party they gives offers them an splendid ambience so that
they can stay at the destination. The front office assist to monitor the staff schedule and their
plan, bell services that includes a bell man and doorman that help to repose the customer desires,
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it associates to arrange boarding to and from the hotel for its customers, it manages the lobby
services also along with some extra functioning of the hotel. The hotel provides prudent services
fro accommodation and its main focus is on business clients along with routine clients and also
regular visitors who come for dinner and party, and in accommodation it is focused on house
keeping department that aid to achieve the customer assistance. Hygiene, cleanliness and and so
on.
In Hillside Hotel, front office and house keeping department are offering extensive
services, front office manages the reservations, customer records, registrations, room and rates
assignment, guest services, room status whether rooms are available or not, maintenance and
settlement of guest accounts. In accommodation, house keeping staff manages all the queries and
cleanliness of the rooms and conference hall that can indulge them provides the all luxury stuff
they needed (Ivanov, 2014).
1.2 Roles and responsibilities of a range of accommodation and reception services staff
There is a wide range of staff including receptionist, reservation supervisors, cashier, and
housekeeper.
Receptionist – The reception is a front desk in a hotel and that has the role to greeting the
guests and the receptionist books the order for reservation along with their details that are
necessary to keep in record to know the occupancy of hotel and that holds the record. The
correction of the booking can done according to the requirement of guests, and the quality of the
service is depends on the receptionist of the hotel.
Housekeeper - The housekeeper of the hotel is responsible for maintaining richness and
sanity of the hotel because these are the factors that implies the quality of services of hotel and
people are attracted with these major factors. The house keeping staff aid to provide comfort and
and safety to the visitors that increases the reputation of hotel to sustain in competitive marker
scenario.
1.3 Legal and statutory requirements
The room division and operation management of the hotel is liable for contentment of
customer and making clients happy with the services are is not enough, though the health and
safety is also a big issue of the success. The Clientele Hotel is very cautious too to provide them
health and safety to the guests that includes recycling of the hazardous material, data protection,
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proper dissemination of price and tariff details to the guests and compliance with the existing law
in the United Kingdom.
The room division services in the UK is required to abide by the Health and Safety Act
1974, that implies that health and safety is essential for the employees and guests as well, along
with this hotel in the UK also compliance with the data protection act 1998, to protect client's
privacy, it ensures that the required information which is collected to maintain the records such
as name, date of birth, email id, contact number will not be share with any other sources, so that
the information cannot be harmed them. If that going to be share in any situation then they have
to pay according to the Data Protection Act, 1998. The room division operation of the hospitality
industry. According to Fire Regulations Act 1971, organisations has to maintain the fire safety
that can be used to safely remove people from the fire in accidental case (Turker and Altuntas,
2014).
1.4 Services provided by the rooms division in a range of hospitality businesses
There are several room division services in hospitality industry, that includes the house
keepings and front office services to assists guests. Blue train is a magnificent moving five – star
hotel, that offers a luxury travel and personal service, as the train passes through the lavish
scenery guests can relish exquisite meals that is prepared by the chef with the best wine across
the world and the staff is also thrive to give them the marvellous house keeping service with
breathtaking star – accommodation and fine- cuisine that is most desirable by the guests. The
train offer twenty four facilities, it has a bar area, business center, conference centre, for the
business meeting and organizing parties, along with this, it has disability services that is needed
for the disabled persons, it also provides the internet access as it one of basic needs of current
time, and restaurant. It offers cabin facility to spend some time and relax with comfy rooms and
that fulfil all the needs of the guests.
The B&B and Cruises offers a vacations on the middle of the sea, so that travellers can
enjoy the sea trip and they along with private rooms, this also gives a pleasure of fine – dining
and party nights so that tourists can make their memorable holidays. The hospitality staff is
available round the clock.
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Task 2
2.1 Assess the importance of the front of house area to effective management
The front of the house area is essential to manage all the services to establish a hotel in a
prominent way, as being a supervisor it is their responsibility to maintain the front of the house
to increase a business in a good way, for that front of the office has to involved in the entire
procedure. To make the staff understand the the importance of front office of house to handle the
Bell Energy Meeting in a leading way, there are certain things that should be include under the
front office house (Davis and et. al., 2018).
The first and foremost impact on the guests is the ambience of hotel, because the way a
hotel is designed is a significant impression on the clients. The interior and exterior of the hotel
impress all the clients and because of that the clients made their mind to stay in there, the
opulence furnish by the management is the key factor to gratify the guests. As it maintains the
guests relations because only the contentment of the guests is key of business, to sustain in
market it have to meet the desires of the guests because if proves the services to the clients they
will turn back towards the hotel and make it their first choice and that will reflect to the
businesses. The clients only be satisfied only through the services, because of that guests show
their interest and invest in the business that can rise its level.
The security system also has an important role for the guard the employees and clients
both, that can protect them in the case of fire and other dangerous incidence, if any employee
would get hurt unintentionally then it's hotel responsibility to give them some compensatory
amount.
2.2 Key aspects of planning and management of the front of house area
Front of house area has a wide range of tasks to do, they have several tasks to perform
that manages the front of the house, it plays an important role in planning, organizing,
coordinating, staffing, leading, controlling and evaluating.
Planning – It prepares the plan that executes all the activity with an effective manner, it
makes the strategies for the work to be done.
Organising – Front of house area is organizes the team that can accomplish a task and
for example, meetings and events in the hotel. It carries the all the activities that are going to
organize in the hotel (Kashif and et. al., 2013).
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Coordinating – Coordination between the staff and between the management and clients
is very important because it conveys the messages among the people, that are essential to
communicate between the parties.
2.3 Key operational issues affecting the effective management
There are various operational issues in the hotel that are identified by the higher degree of
customer satisfaction, marketing, sales, accounts and finance management. The front office
manages the financial management on the basis of accounts of a company, that are analysed in
quarterly basis to evaluate the business of the hotel, it is part of the finance management
departments because it directly deals with the clients to provide them accommodation and make
them satisfy the customer needs according to that they make the payments. According to
Kerzner, (2012)front of the house area plays an important role in marketing of a hotel, that
means attending a guest with a warm smile and giving them a brief about the services make them
stay in the hotel, and there is also a reason to make them glad is the behaviour the staff.
Task 3
3.1 Importance of property interiors and design to effective management
The interior of a hotel is important that are alluring to the customers and that leads to
enhancing a business, the interior must be not too much sparkling it should have an atmosphere
which give a peaceful environment and relax. The aura of the place must offer the charismatic
and tranquil beauty so that guests can be loll there.
3.2 Planning and management of the accommodation service function
Accommodation services are important because guests valued that amenities, they want
all the amenities in the hotel where they are going to stay, like savor cuisine, room facilities,
controlling activities like cleaning, laundry, etc. It also analysed the accessibility of the rooms, it
needs to update the records within effects so that the supply can be offered continuously.
3.3 Analyse the key operational issues affecting the effective management
The effective management get impacted by some sort of issues like human resources, that
are essential to maintain all kinds of activities like a bell boy, who used to take the show the way
to the room, and a receptionist is also needed to deal with clients. Quality linen control refers to
monitor the quality of services in housekeeping and food that has to managed by the hotel
Chambers and Smith (2015).
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Task 4
4.1 Perform revenue/yield management activities to maximise occupancy and rooms revenue
The yield of the hotel is measured by the yield calculation, it measured in terms of actual
revenue and potential revenue of the hotel. The yield of the hotel determines the percentage of
expected outcome achieved by the hotel within a particular time, this includes group room sales,
food and beverages activities, transient room sales, as special activities.
4.2 Discuss sales techniques that rooms division staff can use to promote and maximise revenue
The sales of the hotels can be managed by promoting different tariff plans, that includes
negotiating rate, overbooking, of the rooms, it shows their rooms interior to increase the sales.
Negotiating rate defines to introducing a scheme for discount and other techniques. The sales
also increased through promoting other services, like displaying its dinner, lunch, etc.
4.3 Purpose and use of forecasting and statistical data
Forecasting is a technique to predict the sales revenue and to attain that effective tools
and techniques are used. There are various kinds of forecasting techniques that are used to
increase the revenue like advanced booking model, etc. Along with the forecasting customer
demands are also matters, regression analysis is applied to all forecasting models to get the
effective result (Rosenthal and t'Hart, 2012).
4.4 Rooms division performance indicators to measure the success of accommodation sales
Performance of organization -
Room occupancy percentage – Total number of rooms are divided by the number of
occupied rooms by the guests, it can be refer as Clientele Hotel has number of rooms such as 250
and the 160 rooms are engaged by the guests, then (250/160)*100 = 156% is the occupied rate.
Double occupancy percentage – It is calculated as, doubled occupied rooms are 270
and total number of guests are 320 and available rooms are 200, then (300 – 200 / 270)*100=
37%.
CONCLUSION
The above report is prepared for the room division department that provides various
kinds of services under house keeping and front of the house, which have some roles and
responsibilities to manage the hotel.
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REFERENCES
Books and Journals
Lewis, M. A. and Brown, A. D., 2012. How different is professional service operations
management?.Journal of Operations Management. 30(1-2). pp.1-11.
Langabeer, J. R. and Helton, J. R., 2015.Health care operations management. Jones & Bartlett
Publishers.
Ivanov, S., 2014. Hotel revenue management: From theory to practice. Zangador.
Turker, D. and Altuntas, C., 2014. Sustainable supply chain management in the fast fashion
industry: An analysis of corporate reports.European Management Journal. 32(5).
pp.837-849.
Davis, B. and et. al., 2018.Food and beverage management. Routledge.
Kashif, A. and et. al., 2013. Simulating the dynamics of occupant behaviour for power
management in residential buildings. Energy and Buildings. 56. pp.85-93.
Kerzner, H. R., 2012. Project management case studies. John Wiley & Sons.
Chambers, G.L. and Smith, E.M., Intelligent Energy Solutions, Llc, 2015. System and method for
energy consumption management. U.S. Patent 9,146,548.
Rosenthal, U. and t'Hart, P. eds., 2012. Flood response and crisis management in Western
Europe: a comparative analysis. Springer Science & Business Media.
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