Rooms Division Operations Management Report - Hospitality Industry

This report delves into the intricacies of rooms division operations within the hospitality sector, with a specific focus on Britannia Hotels. It begins by examining accommodation and front office services across various organizations, including legal and statutory requirements. The report then explores the roles and responsibilities of accommodation and reception staff, emphasizing the importance of the front house area to effective management. It analyzes the planning and management of both front house and accommodation service functions, highlighting key operational issues. Furthermore, the report addresses revenue and yield management strategies, sales techniques, and the use of forecasting and statistical data within the rooms division. Performance indicators used to measure the success of accommodation sales are also calculated. The report provides a comprehensive overview of the critical aspects of managing rooms division operations to maximize efficiency and guest satisfaction.

Rooms Division Operations
Management
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Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................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 that apply to rooms division operations..........................3
1.4 Services provided by the rooms division in a range of hospitality businesses.....................4
TASK 2 ..........................................................................................................................................4
2.1 Importance of the front house area to effective management ............................................4
2.2 key aspect of planning and managing of the front house area for a given hospitality
operation......................................................................................................................................5
2.3 key operational issues affecting the effective management and business performance of
the front office. ..........................................................................................................................6
TASK 3 ...................................................................................................6
3.1 Importance of property interiors and design to effective management.................................6
3.2 Critical aspects of planning and management of the accommodation service function.......7
3.3 Key operational issues affecting the effective management of the accommodation service
function.......................................................................................................................................8
TASK 4............................................................................................................................................9
4.1 Explanation of revenue/yield management to maximise room occupancy and room
revenue........................................................................................................................................9
4.2 Analysis of sales techniques used to promote and maximise revenue relating to room
division........................................................................................................................................9
4.3 Purpose and use of forecasting and statistical data within the rooms division...................10
4.4 Calculation of performance indicators used to measure the success of accommodation
sales...........................................................................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12
.......................................................................................................................................................13

INTRODUCTION
Hotel industry deals in various areas like providing transportation service to their
customers, restaurant, event planning etc. Among all the activities done in this sector, room
allotment is considered as one of the important task. Britannia hotels is one of the leading
organisation of hospitality industry, they have their presence across the UK. Their vision is to
give quality experience and memorable memories to their service users so they can get value of
the piece they have paid (Assaf and Agbola, 2011). Their mission is to reach either first or
second position in hotel sector of UK. They want to expand their business in all the small as well
as prime location. This report will focus on legal requirements that are applied in room division
operation. Accommodation service of different organisation will also become part of this file.
Some issues relating to significance of interior and front house will also get discuss in this report.
Planning of room facilities and their proper management will be included in order to provide
quality service.
TASK 1
1.1 Accommodation and front office services for different organisations.
Britannia has hotels and rooms for every class of customers, some accommodations are
luxury whose price can not be afforded by everyone but cited group also have suites which can
be rented by low income group people.
Accommodation – It is a place where people get sleeping facility at the time of travelling.
They can also do specific activity for a particular time which can be related to work or may be
for leisure. This kind of service is essential in hotels but some other organisations like school,
college, hospitals also provide this facility. They can offer one or two beds in a room, other
amenities like Television, fridge, furniture etc. depend on the size and policy of an enterprise.
Normally people stay in a hotel or dormitory for some days or weeks. They can order their food
in the room where they are staying but this facility is not available in every organisation.
Front office – This term is also popular by the name of reception. They main work is to
deal with customers and potential service users, this department is responsible for taking
messages, order handling etc. Reservation and allocation of room, billing are some task which is
performed by this wing of a hotel.
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(A) 'Lime Wood' is a 5 star hotel in which provide amenities relating to lodging, meals
and other travelling service (Batun and et.al., 2011). They are known for their premium quality
in the facilities they render, they have great infrastructure and they use latest technology in their
business operation. They have 15 bedrooms and 14 suites in accommodation which some private
dinning halls. They have 2 entrance and each one has one front office so crowd can be managed
properly and waiting time can be minimised.
(B) Norfolk Guest House is situated in Bristol, they offer bed and breakfast service where
Norfolk give overnight lodging and breaking in morning. They provide friendly atmosphere so
customers can feel like they are staying in their home. Cost of room is very nominal which can
be afforded by most of the service users (Bertolini and et.al., 2011). They provide facilities like
Wi-Fi, laundry, tea/coffee. They have only one front office because their guest house do not have
much rooms. Their reception is not a busy place because limited number of customers stay and
visit their hotel.
(C) Restup hostel in London provide shared room for a short period of time, all the
facilities like toilet, are common and it can be used by any person who is staying their. Bed in
sharing of 4,8,10,18. Facilities like Sky TV, bar/cafe garden laundry is also available. They have
only one front office where receptionist is very busy because hundreds of potential customers
and service user daily come and go in Restup hostel.
1.2 Roles and responsibilities of a range of accommodation and reception services staff.
Size of an organisation decide responsibilities of an employees who is working on front
office. Apart for size their are some factor which made an influence on staff on reception like
structure, standards etc. Following are roles of people who work in this department:
Reservation supervisor – One of the main task that is to be performed by the person who hold
this position is to organise the shifts of employees. They have to verify that standards set by
organisation are being followed on continuous basis. They are responsible for taking reservation
and monitoring bookings so quality in service can be provided to the customers and chaos
because of wrong registration of room or traveller can be avoided (Caunhye, Nie and Pokharel,
2012). Britannia hotels has special department in luxury hotels for rich guests but in budget
accommodation this work is done by receptionist.
Housekeeper – Hygiene of a hotel is directly related to its success because people do not want to
live in place where environment is not clean. They play crucial role in execution of various
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strategies made by top level management. They prepare room for guests, so they can relax in a
welcoming atmosphere and enjoy they stay without any tension. In bed and breakfast there are
hardly 1 or 2 employee who perform all the tasks relating to various work of housing, but in
Britannia hotels they have specialist of every field like cleaning, decorating, etc. Cleaning of
suites is not the only work they have to do, they are also responsible for cleaning public area
which is common for everyone.
Receptionist – The person who hold this position has to do a lot of important work like assigning
room according to their need and give information about various tariff plans etc. It is the
responsibility of receptionist to welcome guests and allot them room which can fulfil their
demands (Chen and et.al., 2013). Taking payment and maintaining data of room occupancy is
another significant role that they have to perform. They also have to solve various queries of
service user who are staying in hotel. Every day they have to update the data where information
about check in and check out is recorded. Cited company has more than one employees on front
desk because of their big and complex structure but in a dormitory a single person is responsible
for all the about mentioned task.
1.3 Legal and statutory requirements that apply to rooms division operations.
Health and Safety Main Act HASAWA, 1974
This act applies for employees, guests and for employer also. It is the responsibility of
every individual to take care of others and at the same time focus on their own well being. Most
of the accidents that happening in a hotel is because of misuse of an equipment or by other
reasons like wet floor, distraction etc. According to this law, all the employees need to take
training so they can learn about basic medical facilities that should be provided at the time of any
accident.
Fire Regulation
Most of the major mishappening happens in this sector is because of fire, their are some specific
rules which has to be followed in an organisation. Instruments like smoke detector, fire alarms
has to be install in every hotel so incidents relating to fire can be minimised. Government made
clear rules which states that every hotel should put some fire extinguishers and fire exit so
damage can be reduced. Personnel in organisation should be trained so they can prevent and cope
up with these kind of situations (Chon and Yu, 2012). These accidents should be reported to
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appropriate authority so they can make a record of these incidents and innovate a action plan to
avoid these type of accidents in upcoming time.
Data Protection – Various information that customer give to the hotel should be kept private, in
any case it can be given to 3rd party because it will be considered as an illegal activity. Data
protection act 1998 clearly states that data relating to service users should not shared with
anyone with out permission of that guest. Proper training to staff should be given so they can
understand significance of maintaining privacy of customers right.
1.4 Services provided by the rooms division in a range of hospitality businesses.
Long time ago the role of hospitality industry is to provide a room to live, food and
water. But gradually when this sector evolve, some positive changes take place which improve
and add some services which is given in hotels. Now industry offers low cost accommodations
with basic facility as well as luxuries suites in which all the facilities that a guest want is
available. Britannia hotel provide core amenities like food, shelter but with that there are some
services which are very significant to attract new and more customers like spa, pool etc. Some
luxury facilities like wine cellar, treatment room etc. are also provided in high price suites. These
are not available in low cost rooms because in this segment people only care about food and bed.
Cited hotel company is popular for budget rooms but they also provide lavish services which are
expensive and they can not be afford by everyone (Chow and et.al., 2011).
Most of the organisation in industry provide various facilities according to the budget of
guest. Restaurant is another major service that is included in this sector, variety of food from
different countries and cooking methods are offered. Basic amenities like food on order and
restaurant is available in most of the hotels. People staying in a room can ask for luxurious
facilities like spa, gym, pool etc. if it is available in an organisation.
TASK 2
2.1 Importance of the front house area to effective management
Front area is responsible for welcoming the guest and potential customers. They make
first impression on service user because when they enter in a hotel they try to find reception. This
department directly deal with customers so if they do not receive guests proper than it will make
a negative impact in image of hotel.
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 If front area is attractive and have appropriate space than people will feel comfort when
they put their first step in the hotel. The atmosphere in building should be friendly and
clear so service users do not feel uncomfortable. This area do not have any direct
connection with generating revenue but it play a crucial role in supporting various service
which are responsible for earning profit.
 One of the most important function done by front office is reservation (Dobrzykowski
and et.al., 2014). Now a days it can be done online or offline. If proper track record of
occupied room and available suites is maintained than it will improve the effectiveness in
the services provided by cited organisation. Data relating to check in and check out is
significant at the time updating record, it depict information about vacant rooms which
can be given to new guests.
 Luxury hotels also provide facilities like transportation to their customers who want to
travel in near by location or want to go in other state or city. Telephone and messaging
amenities are other work done by front house, sometimes customers get their call on
reception because of various issues, so it the an important task of front office to transfer
the call or take message and deliver it to service user.
 Reception is responsible for taking payments from guest, bill can be related to room,
food, drinks or any other services like massage (Guerriero and Guido, 2011). If this task
is not performed effectively than hotel may have to face serious problems relating to
revenue. Managing luggage is another important work done by reception.
2.2 key aspect of planning and managing of the front house area for a given hospitality operation.
Front office is responsible for making first impression in mind of customer. It designing
should be so attractive that people must like to click their photographs in reception hall.
Britannia hotels has spend huge amount on their front offices, they hang beautiful painting made
by popular artist which pull attention of lot of people. They have install colourful lights which
improves the display on walls of the reception. Clean and clam environment is necessary so
customer feel relaxed when they enter in price. Perfumes play crucial role in keeping the
atmosphere healthy. Painting and images in background as well as in side walls also made a
positive impact on mind of guest. Britannia hotels paste some picture of popular travelling
destinations in UK. Interior and exterior of building assist in attracting new customers who are
getting confused in selecting hotel for available options (Gul and et.al., 2011). Cited company
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believe in keeping clean and green space. It is important to keep atmosphere clean and hygienic
because when so many people visit a place chances on spreading various disease increases.
Another significant issues which is necessary to maintain and improve the effectiveness
of front house is managing the available area efficiently. Space provided for reception should be
managed in way that customers get proper space to stand and sit. Planning of area should be
done in a manner which manage the crowd properly and so chaos at reception can be avoided.
Some hotels in Britannia are designed according to old infrastructure, some are made by using
latest technology and patterns. In historic design, building is made by woods and bricks. But in
new hotels they use glass and some new material. Flowers and plants should be decorated in
front office so a positive environment can be created at entrance. Problems relating to heating
and security should stop at the point of its generation because they influence the first impression
of a service user.
2.3 key operational issues affecting the effective management and business performance of the
front office.
Their are various issues which made a huge impact on effectiveness of the work done by
front office. If designing of hotel is not attractive than people would not like to stay in that
building. Their are some hotels which do not provide services like of cited company but their
premise is so beautiful that people like to stay their (Hans, VanHoudenhoven and Hulshof,
2012). It Britannia Hotels do not maintain 5 star standard in their front office than it will be very
difficult for them to make permanent customer who provide stability in business. Clean and
hygienic environment also play crucial role in convincing guests to stay for a long time, if
atmosphere at reception is not healthy than chances of spreading various diseases will increase,
this will result in loss of potential and existing customers.
These factors made a huge impact on profit of business and image of company. Mouth
publicity is considered as one of the best way of marketing, but can also do do some damage to
the organisation. In hospitality industry in one person does not get satisfaction from front office
than he/she will tell many people about the problems he/she faced. This can reduce the money
that cited hotel company earn. One mistake of front office influence the image of other services
provide in hotel. If cleanliness and design of reception do not matches standards of industry than
cited company has to face complains about refunds and legal problem. Sometime they have to
give free offers to the customers who do not get satisfaction from facilities provided in hotel.
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This will increase the cost of operation which will ultimately make some impact on profit of the
organisation. People may start lying in order to avail free offers or more discount. This is a habit
which should not encouraged in hospitality sector.
Financial and budgeting decision – If an organisation do not allot necessary funds to front
office than they will not spend much amount on designing and modification of entrance.
Human resource planning - If company will not pay them incentives and right amount of
salary the workers will not find job satisfaction in the task which they are doing. An enterprise
need to hire right person for this post so he/she can understand demand of customers and than
treat them according. Employee working on front desk must possess good communication skills.
Quality service – If an organisation deliver good quality service than they will make more
permanent consumers which will be beneficial for company in long run. Customers want clean
environment, timely delivery of food, competitive price etc.
TASK 3
3.1 Importance of property interiors and design to effective management.
Interior means inside area of the premise which can be a single room, hall, etc (Khanna,
2015). Their was a time when hospitality industry was not giving much attention to in this field
but gradually they understand its importance and invest lot of money in order to make it unique
and attractive. Interior should match with the exterior of hotel because it their is difference
between both of them than it will look very weird. Designing of rooms and front office is
becoming a priority of many leading players of hospitality sector because they provide an extra
edge on competitors and it also add some value to the business so new customers can be
attracted. It also provide great assistance to retaining guests for a long time because if they like
designing of the room in which they are staying than they will definitely visit it again (Langabeer
and Helton, 2015). An important thing that should be noticed at the time of designing of a room
is that it should not decrease the space that is available in the room because it will reduce the size
of suites which may not be preferred by service users. In a luxury hotel customers expect more
from the company because they are charging some extra amount compared to other players of
the industry. Britannia hotel focus on comfort, relaxing and spacious rooms because it assist in
satisfying pickiest customers. Design is directly related to art, most of the travellers like to stay at
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a place where they can see something new, the painting that are present in cited company's hotel
are made by popular artist. Their are many guest who stay in their room because they like the
image that company have pasted on walls.
3.2 Critical aspects of planning and management of the accommodation service function.
Britannia operates both type of hotels, luxury and budget. In earlier one, they put extra
focus on quality of service (Lewis and Brown, 2012). They purchase various items that are used
in hotels from the place which is popular and deliver best quality. They use anti allergic material
in bed sheets and in towels that they provide in bathrooms. Food that is served in their luxury
hotel is organic because it is good for health and most of the rich customers like meal which is
made by organic vegetables. At initial stage cited organisation has to invest huge amount but it
get recover rapidly because customers have rarely experienced such a quality in service provided
by any hotel. In budget hotels some facilities are not up to par because they do not charge much
amount. They wash pillow cover 2-3 times in a year, this enhance the chances of spreading
various allergies (XuWermus and Bauman, 2011). Cleanliness play a crucial role in retaining
customers, guest do not forget place which is spotless and maintain very high standards of
cleaning. Besides common area, bedrooms and bathroom should also be cleaned on regular basis.
Chemical free products should be used so an essence nature can be introduce in organisation.
Cleaning of window should be done at least 2 times in a month and carpets should be
cleaned twice in a year by professionals of that field. Training of employees should be done so
they can understand how to use new technology instruments that are being used in housekeeping.
Maintenance of building should be done on yearly basis in order to minimise any damage (Li and
et.al, 2011). Some expensive items that are kept in showcase should be cleaned and coloured so
their life can be increased by a signifiant number of years. Items like fan, lights and air
conditioners should be checked on regular basis by electricians so they work properly when
when they are being used by customers.
3.3 Key operational issues affecting the effective management of the accommodation service
function.
Every small factor in hospitality industry play a crucial role in success and failure of a
hotel. Some time food, cleanliness etc. all the functions are done efficiently but design of
building is so unattractive that customers do not like to stay at such a place (Ronen, Pliskin and
Pass, 2012). In luxurious hotels of Britannia company they have to give more attention to the
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quality of foods and service they are providing to the guests because they are paying additional
amount in order to get something extra. Management has to decide how much resources should
be given to budget hotels and how much should be given to luxury hotels.
Bed linen in low cost hotels should be changed at least 1 time in a month which is a basic
standard in industry, but in premium hotels this work should be done on weekly basis, they
should get more fund for this task. Rooms should be prepared in advance so customers do not
need to wait for a long time. Small items like shop, towel, toothpaste should checked in regular
interval of time, if a service user do not get this basic facilities on time than they will not stay in
that hotel again.
At Britannia hotel they focus on providing something extra to their guests. One of the
most important factor in success of cited company is that they invest heavy funds in housing.
They use organic product which are chemical free and they do not do any harm to the worker
who are responsible for cleaning. In premium hotels of cited company there are some hidden
promises that guest will get best product and service that is available in industry (Shekherdimian
and Lee, 2011). Incidents like stained carpets, leaking bathrooms, smelly furnish make a
negative impact on image of the organisation, customers do not like to visit a hotel in which
these kind of problems happens on a continuous basis.
Britannia hotels may have to face major loss in terms of money and lose some permanent
customers who play crucial role in providing stability to the company. Infrastructure and
designing assist in attracting new customers, if building do not have any painting and posters on
walls and in background than it will fail to convince potential guest to stay in that hotel.
Financial and budgeting decision – Housekeeping department need proper amount of
money so they can change old products, like bedsheets, curtains etc. They also need funds for
cleaning facilities so they can keep the environment of hotel green and clean. These small things
made a huge impact on mind of customers.
Human resource planning – If company select skill workers than they will do more work
in less time without compromising quality. Organisation can starts scheme of incentives so
employees who are performing better than enterprise's expectation can get reward for their work.
Quality service – If customers face problems like dirty bedsheets, late delivery of ordered
food, etc. than they will never stay in that hotel again. Housekeeping department should offer
best quality of service so clients can get the facilities for which they are huge amount of money.
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TASK 4
4.1 Explanation of revenue/yield management to maximise room occupancy and room revenue.
Success of a hotel depend on the techniques which an organisation use at the time
allotment of rooms. Basic formula to enhance the profit is to the sell the right room at right price
(SirirakIslam and Ba Khang, 2011). Now a days firm are using technology in order to decide
correct price that should be charged from a customer, this help them in maintaining the right rate
that exist in industry. Another benefit of using updated software is that it assist in analysing the
rapid changes that are happening in this sector accurately. Implementation of effective policy is
support in increasing revenue of the organisation. Their are some rules which can play crucial
role in maintaining high profit, like cancellation of booking by charging some amount. If a
service use is booking a room in peak season tan he/she has to pay for it in advance, if he/she
cancel it after sometime than hotel management can cut up to 50 percent of the amount they have
charged in advance.
Some strict policy can be executed in order to maximize revenue like if a person book a
suite in hotel but do not show on the date of booking than complete amount that he has paid in
advance will be non refundable (Sodhi,Son and Tang, 2012). This will help in eliminating
customers who are not serious about their booking. Another ways of increasing revenue is to
related to juggling with room. It a service user want to change the suite in which he/she is
staying that hotel can charge some extra amount and provide them room according to their need.
The main focus of all the policies is related to right room at correct price to a appropriate guest.
Over booking is a popular method to achieve full occupancy, this strategy is adopted by many
leading players of this industry.
4.2 Analysis of sales techniques used to promote and maximise revenue relating to room division
In order to enhance sale cited company should recruit an employee who has complete
detail the operation and service provided in hotel as well as in industry (Turker and Altuntas,
2014). Person who deals in this should be a good negotiator because there are various factors
which play crucial role in increasing profit and retaining customer for a long time like, facilities
provided for a particular price, mode of payments etc. Their are various techniques of selling so
the person who is in charge of this department should know about these methods. In Up selling
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techniques, employee focus on selling something extra which is out of customers package. It is
important for the worker to effective present the services which may get attention of guests, this
can special treat, upgrades etc (White,Froehle,and Klassen, 2011). If hotel make a database of
customers who has visited in past years than they can make special offers in future according.
This can assist them in formation of new packages and impressive discount rate. Retaining
current clients will help cited group in free adverting, these permanent customers will spend
more time when they visit hotel next time.
4.3 Purpose and use of forecasting and statistical data within the rooms division.
Forecasting help in making proper plans so an organisation can face hard time and make
strategies accordingly. Manager get great assistance from various statistics data of past years,
they make attractive offers and package which support in retaining permanent customers. Hotel
industry use forecasting to determine success and failure of yesteryears, this analyse play crucial
role in formation of future marketing policy. If previous year data depict that they have done
well than same strategies can be adopted for current year. But if past tactics get fail than
management of hotel should focus on formation of new plans or they can improve current
policies (William, EastNisbe and Liebich, 2012). Main purpose of this forecasting is to minimise
the risk so company can effective execute their schemes.
Forecasting of data will help an organisation in formation of policies for peak season so
they can earn maximum amount of money from available rooms. They can also divide customers
according to their income so they can provide better service to the clients who are ready to pay
more amount. In off-season hotels do not get necessary number of customers, by proper
utilisation of this data they can make effective strategies so they can increase occupancy of
rooms which will ultimately enhance profit of an organisation.
4.4 Calculation of performance indicators used to measure the success of accommodation sales.
Room Type Nr of Rooms Price Beds Occupancy
Single 75 £55 75 55 occupied
Twin 60 £80 120 50 occupied by 2
5 occupied by 1
Double 80 £80 160 30 occupied by 2
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5 occupied by 1
Total 215 355 180 room let (260
guest)
1. Room Occupancy Percentage:
180/215X100 = 83.72%
2. Sleeper Occupancy Percentage:
260/355X100 = 73.23%
3. Average Room Rate:
11900/180 = £66.11
CONCLUSION
From the above report it can be concluded that by charging correct price for right room
can maximise profit of a hotel. They need focus on designing and cleanliness in order to attract
more and new customers. It will also provide great assistance to them in retaining their existing
customers. Proper revenue and sale techniques play crucial role in success of an organisation.
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