Report on Rooms Division Operations and Performance at Clientele Hotel

This report provides a detailed analysis of the rooms division within Clientele Hotel, a business clientele hotel located in London, UK. The report begins by discussing the accommodation and front office services provided, including room types, maintenance, and the roles of staff members. It then del...Read More

INTRODUCTION
In UK, hospitality industry is the largest industry which helps to contribute in the
economic development as well. In the fields in hospitality industry, rooms division and
hospitality management are some very important factors. This report will discuss about different
roles and responsibilities of accommodation and reception service staff of Clientele Hotel and
what are the importance of front of house area, its key aspects of planning and management. It
will also discuss about different critical factors which can be used for planning and management
of the accommodation service function of the organization, and what are the different sale
techniques of Clientele hotel and will explain different calculation of rooms division
performance indicators in Clientele hotel.
TASK 1
1.1 Accommodation and front office services of Clientele Hotel
It is very important to have a proper accommodation and front office service for Clientele
Hotel which operates in London, UK. It will help them in having a good customer satisfaction
rate. Services provided by Clientele hotels are as follows,
 Accommodation : Facilities in accommodation which is provided to the customers of
Clientele hotel is very good and diverse which involves different types of rooms for their
customers, proper maintenance of their property etc. Clientele hotel also provides a well
maintained and planned rooms to their guests, in order to make them feel conformable in
the stay in their hotel. The variety in their rooms includes, superior, deluxe and suite
rooms. Apart from these facilities, they provide additional facilities as well, such as, extra
bedding. If they provide services to their customers it will help them to generate a good
revenue. Apart from wide range of rooms they offer, clientele hotel also provides services
to them, like, housekeeping, administrative service, food services, etc to its guests. It also
takes cares of their luggage as well.
 Front office services : Clientele hotel's front office services includes facilities, for
example, allocation of rooms to their guests, keeping their records, cashier, auditor etc.
which can help them to increase their customer rate and can provide the best service to
them. They have to maintain the satisfaction level of the customers (Secchi and et.al.,
2016).

1.2 Role and responsibilities of range of accommodation and reception service staff
In Clientele hotel, there are so many roles and responsibilities of various departments
working there, for example, front office department, marketing, financial, administration
department, etc. In all these departments there are different work which the employees has to
perform well. Roles and responsibility of accommodation and reception staff members are as
follows :
 It can help them to giving reservations to their guests,
 The reception staff members also manage the Guest incurs charges,
 They also help in the Checkout confirmation of their guests, etc.
 Front office manager or receptionist of Front office is responsible to keep all the records
of their customers,
 Reception staff is responsible to maintain the register for the new arrivals of guests, and
of those as well who are checking-out from Clientele hotel.
 Duties of a housekeeper is to manage rooms and clean it (Hassani and Silva, 2015).
1.3 Legal and statutory requirements of Clientele Hotel
It is very important to follow all the legal law to work smoothly in the industry. The
following legal and statutory requirements must be followed by the Clientele Hotels to work
properly in the industry,
 According to the Health and Safety Act 1974, they have to maintain the security of their
guests as it is their main requirement to ensure their safety. It provides proper security to
guests for their luggage.
 They have to follow the employment & pension law in their management system.
 They have to fulfill all the legal requirements at the time of registration of hotel which
can ensure them that they are following all the rules which are mandatory for them.
 As per the Data Protection Act 1998, Clientele hotel has to maintain the data of their
customers and should not share it with any third party, they have to keep them protected
and confidential.
 They have to maintain the hygiene of their property and of their food products as well
which they provide to their guests in the hotel (Ott and Longnecker, 2015).

1.4 Services provided by the Room Division of Clientele Hotel
Clientele hotel the most important responsibility of the room division is the safety of their
guests who are staying in their hotel. They have to maintain the privacy of their guests who are
staying in the hotel. The personal information of their customers and their relatives should be
kept confidential. The security of their guests of the Clientele hotel should be taken care of as it
is very important for them to maintain their standards. The facility of rooms and maintaining
their proper cleanliness is also managed by the hotel management. Clientele hotel provides
variety of rooms to their guests, such as, luxury rooms, double rooms and family rooms to
consumers to choose from (Saadouli and et.al., 2015).
TASK 2.
Attached in PPT
TASK 3.

3.1 Importance of interior designed in a hospitality organisation and its effectiveness to the
management
In a business of hospitality the main objective is male clients happy and satisfied with the
services they ask for. For this the surroundings and ambiance f the place where they play a major
role (Dzhandzhugazova and et.al., 2016.). The different types of designs are modern,
contemporary, minimalistic, traditional, classical, ethical, transitional, mid century modern and
industrial.
The essential requirement of interior designs and different forms of designs are- requirements in
designs for a hospitality organisation design in hospitality industry are colour scheme, to chose
a right texture and the patterns which shall be cool and modest.
3.2 Planning and management of accommodation service function
Guest supplies: to provide a satisfactory service to client at the hotel proper facilitate and
daily supplies must be provided to them. This includes daily toiletry refiling and pantry refiling,
personal care amenities (Nickson, Warhurst and Witz, 2017). Moreover, the services are also
provided to guests like car services. Daily housekeeping services are essential to make guest
comfortable and feel hygienic.
The guest room amenities includes bed and side tables, furnitures. Beddings, bedside
table supplies such as books, watch, table lamp etc., centre table supplies and min bar supplies.
3.3.Key operational issues.
Those operational issues which affects are: Housekeeping: The housekeeping area is among the most important area in hotel. They
need to be guide and effectively handle by HR. professionals within Clientele hotel. The
Human resource department is responsible to conduct training and development of
employees for improving their skills for particular job within hotel. HR. manager should
motivate staff members to accomplish goals of Clientele hotel (Ayyash and et. al., 2016).
 Quality Linen Control: To maintain hygiene standards there is a routine checking of
linen. Stocktaking or physical inventory of linen. The HR. executive must emphasize the
inspection of fresh and solid linen with other staff handling linen (Abbott, 2014).

TASK 4
4.1 Clientele Hotel's Yield management activities
For Clientele hotel to increase the overall revenue, they have to sell their rooms at higher
prices keeping in mind that they provide luxurious services to their customers and they should
target high income class customers as it will be very beneficial for them. Some following
strategies can be taken by Clientele hotels to maximize occupancy and room revenue, for
example,
 Forecasting method - It involves room sales which can help them in setting strategies
which can generate good revenue for them.
 Block-out Periods Technique - For high demand, hotels have to require blocking out
certain days to gain profit in this industry (Room Division Operations Management,
2018).
 Complaints and Feedback - It can help them to provide services according to their guests
preferences. This is the most important aspect for this hotel. It will help them to provide
the best services to their guests.
4.2 Sales techniques to promote and maximize revenue in Hotel
To promote their business and maximize their revenues, Clientele hotel can adopt various
sales techniques which can help them to. Clientele hotels can implement various promotional
activities, such as, they can provide attractive offers and discounts to their guests which can be
beneficiary for them to increase their sales in the target industry. They can also promote their
services by using internet and social media platform which can help them to attract more guests
towards them, for example, by giving advertisements on Facebook, Twitter, Instagram etc. can
help them to achieve their target (Lee, 2015).
They can also tie up with different travel agencies as most of their customers are tourists.
By this method, Clientele hotels will be able to target more customers and will be able to
enhance its sales revenues.
4.3 Purpose and use of forecasting and statistical data
Forecasting and statistical data helps Clientele hotels to bring change in their working
environment which can help them to earn a good revenue. From the information of their past
year's statistical data, it shows that they performing well in the target industry. Forecasting helps
the organization to identify the needs and preferences of their customers so that they can deliver

their services according to that. It can help them to make strategic planning which can yield them
a good profit and can improve their existing services. The main objective of Clientele hotel to
use these tools is to find out all the upcoming issues in the business and can implement strategy
to resolve these problems. It also helps to provide more satisfactory services to their guests (Van
der Wagen and Goonetilleke, 2015).
4.4 Calculation of rooms division performance indicators of Clientele Hotel
It can be calculated from different formula which can be applied by Clientele hotel to get
their overall calculations, for example, To identify Percentage of Occupancy : It can be calculated by the following formula,
Room Occupancy Percentage= Total number of rooms occupied / Total number of rooms
available
For Clientele Hotel, the Percentage Occupancy = 190 /250 = 1.31
 Average Daily Room Rate : It can be calculated by the following formula,
Daily Room Rate Average= Total Revenue generated from Rooms / Total number of
Rooms Sold
For Clientele Hotel, Average Daily Room Rate = 35000/190 = 184.2
 Double Occupancy Percentage : It is calculated by dividing the difference of
Total number of guests and number of rooms occupied / Total number of double occupied rooms.
For Clientele Hotel, Double Occupancy Percentage = 240 – 190 / 140 = 0.3571
From the above calculated data it is clear that Clientele hotel is performing very good and
is able to generate good revenues from their services. Clientele hotel can use all these
performance indicators to measure success of accommodation sales of the hotel in the target
industry (Hassani and Silva, 2015).
CONCLUSION
From the above report it can be concluded that for Clientele hotel it is very important to
follow all the rules and regulations which are mandatory for them to work smoothly. This report
explains about different roles and responsibilities of accommodation and front office services of
Clientele hotel. Importance of front of house area and what are their key aspects of planning and
management. It also discussed about the yield management activities of Clientele hotel in which

they can increase their revenue by implementing some changes in their management system. It
also explains about the different formula which can be used by the hotel management to
calculate their rooms division performance indicators.

REFERENCES
Books and Journals
Secchi, E. and et.al., 2016. The role of service improvisation in improving hotel customer
satisfaction.
Lee, S. K., 2015. Quality differentiation and conditional spatial price competition among hotels.
Tourism Management. 46. pp.114-122.
Van der Wagen, L. and Goonetilleke, A., 2015. Hospitality Management, Strategy and
Operations. Pearson Higher Education AU.
Saadouli, H. and et.al., 2015. A stochastic optimization and simulation approach for scheduling
operating rooms and recovery beds in an orthopedic surgery department. Computers &
Industrial Engineering, 80, pp.72-79.
Ott, R.L. and Longnecker, M.T., 2015. An introduction to statistical methods and data analysis.
Nelson Education.
Hassani, H. and Silva, E.S., 2015. Forecasting with big data: A review. Annals of Data Science.
2(1). pp.5-19.
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