Critical Evaluation of Rooms Division Operations Management Report

This report provides a critical evaluation of rooms division operations management within the hospitality industry, focusing on the front office and housekeeping divisions. It examines the services provided by these departments, emphasizing their roles in customer satisfaction and operational efficiency. The report delves into the roles and responsibilities of key personnel, particularly the front office manager, highlighting the necessary skills and duties. Furthermore, it explores the legal and statutory regulations, such as the Equality Act and Discrimination Act, that govern hotel operations, ensuring fair practices and employee protection. The analysis extends to yield and revenue management, assessing the elements and measures used to optimize pricing, inventory, and marketing strategies to enhance revenue generation. The report uses the Park Plaza Westminster Bridge Hotel as a case study, providing practical insights into the application of these concepts.

Rooms Division
Operations Management

INTRODUCTION....................................................................................................................................3
MAIN BODY...........................................................................................................................................3
Critically evaluate the services by room division operations (Front office and housekeeping
division)................................................................................................................................................3
Critically analyze roles and responsibilities.........................................................................................4
Knowledge and understanding of key legal and statutory regulation within hotel operations............5
Critically analyse elements of yield/revenue management..................................................................6
CONCLUSION........................................................................................................................................7
REFERENCES.........................................................................................................................................8

INTRODUCTION
Room division is part of hospitality industry operation and for respective industry it is
important to manage their operation in effective manner for making customer’s satisfy. In hotel room
division include several division like reservation, housekeeping. Guest office, front office and many
more. In simple term it can be said that, motive of each and every division is to make customers
satisfy by serving them in best manner.
This report is based on The Park Plaza Westminster Bridge, the hotel opened on 1st March
2010. It is located at 200 Westminster Bridge Road, London and have 1,021 bedrooms as well as 5
restaurants. Respective report will going to critically evaluate service that provided by room division
operation for giving best experience to consumers. In addition to this, it will also highlight roles as
well as responsibilities of several divisions within hotel industry to gaining effective outcomes.
Furthermore, it also involves key and legal statutory regulations which are potential for operation of
hotel within effective manner. In the end it will also discuss, yield management/revenue management
for enhancing daily room rate so that competitive edge will be attained.
MAIN BODY
Critically evaluate the services by room division operations (Front office and housekeeping
division)
For hospitality industry organisation especially hotels it is important to provide best loading
facilities to their customers. As large scale Hotel run by their general manager as well as executive
committee and every department have their head such as room and vision director, marketing and
sales manager coma food and beverages and so on. In relation of The Park Plaza Westminster Bridge
Hotel, companies focusing on their department for enhancing their customer experience within
positive manner full stop there are several services which are provided through room division
operations like front office and housekeeping for gaining competitive place within market area.
 Front office department – It is important part of hotel as they greet customers at their time of
check-in. Along with this, front office have responsibility of room allocation as well as
assisting guest in relating of several things which required by them during staying in hotel.
Services provided by front office division are reservation, coordination with other division,
customer’s check-in and check out, settling bills and several more. In addition to this, it is also
responsible for recording customer history, duration of stay, taste, preferences and many more.

 Housekeeping department ‐ In an hotel housekeeping department is responsible for several
rows such as cleaning as well as maintenance off day to day activities like the setting,
vacuuming coma polishing furniture and several more. Simple term it can be sad that
housekeeping department in hotel is responsible for hygiene and cleanliness of each and every
room restaurant as well as any other area of Hotel. The Park Plaza Westminister Bridge Hotel ,
it is important to provide appropriate training and development session to their staff members
so they will be able to serve their customers as best as possible. Hospitality organisations are
part of service industry in which customer satisfaction play important role because it will be
the only reason which turn into loyal customers.
 Front office system - every organisation have front office same as hotels also have which
provide assistance in developing good relation with customers. Front office is the area of hotel
in which customer can set as well as discuss their issues with employees. Front office system
have software which provide assistance to company within their proper function as it save data
of customers related to their booking, configure Complex product and several other services
also. The Park Plaza Westminster Bridge Hotel using front office system software for tracking
their customer preference because it is important for serving them in effective manner.
 Guest cycle – It is main function of front office department for supporting as well as
facilitating transaction and services. In addition to this, operation of front office division is
largely determine through type and number as well as guest transaction that take place during
different stages of guest’s say. In context of, The Park Plaza Westminster Bridge Hotel
generally have four major stages such as pre Arrival, Arrival, During the stay and departure &
after departure.
Critically analyze roles and responsibilities
In an organisation front office manager is consider as senior person as well as they are
generally accountable for developing as well as maintaining professional workplace. In addition to
this, front office manager also supervise staff as well as conduct administrative support so that staff
member will able to conduct their work within effective manner. Within hotel front office manager
play important role because they are the one who interact with guest in direct manner. The Park Plaza
Westminster Bridge Hotel front office manager have several skills that assist them in conducting work
within effective manner. These skills are communication, understanding, convincing, presentable,
time management and many more. With the assistance of these skills front office manager of
respective hotel will be able to perform their role and responsibilities in appropriate manner. Front
office manager play different role and responsibilities explanation of these are as follows :-
 Providing training and cross training is the responsibility of front office manager within Hotel.
This will help them in retaining staff members who are working within hotel.

 Front office manager of The Park Plaza Westminster Bridge Hotel will participate in
recruitment and selection procedure for vacant position within front office division. Along
with this, manager also design schedule of employees so they can each and every member will
perform their role and responsibilities in appropriate manner.
 Communication is important within organisation for performing daily operation in appropriate
manner. It is responsibility of front office manager to maintain communication and relation
with other division of The Park Plaza Westminster Bridge Hotel.
 Manager of The Park Plaza Westminster Bridge Hotel will organise regular meeting for
communicating important information with every member. Within this manager will provide
important information related to operations of company. So that, employees will perform their
operations in appropriate manner.
 It is also important role and responsibility of front office manager at The Park Plaza
Westminster Bridge Hotel that develop performance reports of all front office employees
according to which there appraisal are based.
 Front office manager of The Park Plaza Westminster Bridge Hotel also monitor high balance
guest as well as they also take appropriate action accordingly so that hotel profitability get
increased.
Knowledge and understanding of key legal and statutory regulation within hotel operations
It is especially significant for lodging industry to select different sorts of decides and
guidelines that not just assistance in working business exercises in appropriate way yet in addition
gives assurance to representatives. In setting of The Park Plaza Westminster Bridge Hotel worldwide
they utilize no. of legitimate and statutory guidelines to work business activities easily are as per the
following:
Equality act, 2010: Equality act is one of most significant represent the inn business as they work with
various fields and vary culture individuals so overseeing exercises of worker's assumes particularly
significant job. Individual act come in presence in 2010 by giving rules with respect to the treated
balance that not just demonstrated advantageous in increasing more elevated level of profitability yet
additionally upgrade inspiration level of workers. By giving lawful structure to associations and
people it assists with ensuring personal responsibility of individuals in potential way. it ought to be
explained that individuals ought not be dealt with distinctively as far as sex, age, sexual orientation
and other viewpoint and give chances to them similarly. By giving open doors in equivalent way
association can have the option to manufacture particular picture in commercial center and can have
the option to increase productive results from the representatives. In setting of The Park Plaza
Westminster Bridge Hotel worldwide they are especially worried about their representatives and work

significantly for keeping their inspiration on elevated level. They by giving testing undertakings, best
vocation openings and best compensation with no sort of one-sided which demonstrated helpful for
association as well as for representatives as they ready to give perhaps the best exertion in hierarchical
advancement and upgrade conceivably.
Discrimination act: The another significant sort of act that demonstrated useful for association that
helps in securing the personal circumstance of individuals so as to pick up the alluring results out of
them. It is especially potential for association to separate individuals in respects of sexual orientation,
sex, religion and on premise of culture so individuals can work in successful way. with the assistance
of enactment association not separate on individual angles as it helps in improving their degree of
inspiration and efficiency too. In setting of The Park Plaza Westminster Bridge Hotel worldwide that
bargains in numerous nations and manages individuals who originate from various foundation.
Individual circumstance improve the chance of segregation of individuals as the absolutely contrast
from each other so by utilizing separate enactment association can have the option to ensure their
personal responsibility in potential way. Particular law spare from the aberrant segregation which have
impact to being oppressive against the person because of ensured trademark, for example, age. The
another factor is badgering when an individual encounter mien which causes to feel scared,
embarrassed or corrupted that assemble antagonistic condition. The another term is exploitation when
individuals treated unjustifiably that upgrade no. of grievances with respect to segregation while
submitting a question.
So it has been assessed that for an association legitimate guidelines assumes especially significant job
in overseeing and planning business works and exercises in appropriate way.
Critically analyse elements of yield/revenue management.
Every organisation have revenue manager who is expert in analysing, forecasting as a resource
optimise inventory level within hotel by utilisation of available restrictions as well as dynamic price
for managing Hotel demand. Revenue management is important part which helps in enhancing
revenue effectively by carrying out financial activities. Revenue management have wide impact on
each and every department of organisation like sales to marketing, to product and many more. In
relation of Park Plaza Westminster Bridge Hotel it is very essential to avail revenue management for
selecting one of the best prices through managing inventory in appropriate manner.
Measures of yield management - foreign business form it is very essential to measure
revenue achievement as yield Management is one of the major principle of computing revenue
management as it depict ratio of actual to potential revenue. Actual revenue is generated through
number of room booked within hotel. In relation of The Park Plaza Westminster Bridge Hotel, they

are using yield management for measuring inflow as well as outflow of revenue so that company can
focus on aspects in which they are lacking behind.
Elements of revenue management - In revenue management there are several elements such as
pricing, inventory, marketing as well as other channel which involve particular type of action and
composing wide range of opportunities for increasing revenue level. Company can utilise various type
of categories such as Lever to drive revenue potential.
 Pricing - it is element of revenue Management which involves recreating pricing strategy as
well as evolving discipline kind of pricing tactics. Main objective of pricing strategy is to
create value in term of product as well as services for customers for selling it against specific
values. In relation of the Park Plaza Westminster Bridge Hotel, by utilisation of revenue
management respective hotel will be able to adopt one of the best prices for their offerings
which help in increasing customer satisfaction level.
 Inventory - It is revenue management element which provide assistance to company in
focusing as well as controlling level of inventory through revenue management as it is
concerned way for setting price in best manner through allocating capacity. It is very important
to set price and evaluate ratio of demand for gaining appropriate outcome organisation want to
gain. The Park Plaza Westminster Bridge Hotel utilise inventory revenue management tool for
providing adequate product to end users.
Revenue management software - Revenue management software is that which provides solution
for carry out the crucial types of revenue management tasks within appropriate way. It provide
assistance to track areas of interest of people, their purchasing patterns, competitors analysis by
accumulating data as well as information through several sources as it help in consumer decision
making. The Park Plaza Westminster Bridge Hotel using respective software which help them to serve
consumers in one of best manner.
CONCLUSION
After going through above discussion it has been summarised that, hospitality industry is wide
in nature as well as fastest growing sector. Moreover, business firms are much potential for offering
best services to their end users. For gaining competitive advantages and long term sustainability it is
important for hotel to identify their customer’s taste as well as preferences and serve them in effective
manner. For serving customers in better manner their is requirement of skilled employees so it is
necessary to provide training and development session to staff members. Along with this, it is duty of
front office manager within company to provide appropriate information in term of roles and
responsibilities of every individual. By using various laws organization can be able to build
distinctive image in market place. With the effective utilization of revenue or yield management

organization can be able to set one of best price and mange their level of inventory in effective
manner.

REFERENCES
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Online
Role of Housekeeping in Hospitality Industry. 2020. [Online]. Avilable through:<
https://www.linkedin.com/pulse/role-housekeeping-hospitality-industry-cassandra-roberts>.