Clientele Hotel: An Analysis of Rooms Division Operations Management

This report delves into the operational aspects of the rooms division within the hospitality sector, using Clientele Hotel as a case study. It begins by discussing accommodation and front office services, including the roles and responsibilities of staff and relevant legal and statutory regulations. The report ...Read More

Rooms Division
Operations
Management

Table of Contents
1.1 discuss the accommodation and front office services in different hospitality sector. .....3
1.2 roles and responsibilities of accommodation and front office management....................3
1.3 Discuss legal and statutory regulations for clientele hotel..............................................4
TASK 2............................................................................................................................................4
2.1 Assess the importance of the front of house area to effective management....................4
2.2 Discuss the key aspects of planning and management of the front office area. ..............5
2.3 Critically discuss the key operational issues which affects organization environment. ..5
TASK 3............................................................................................................................................6
3.1 Importance of property interiors and design for effective management..........................6
3.2 Discuss critical aspects of planning and management of the clientele hotel...................6
3.3 Analyze the key operational issues affecting the effective management and business
performance of the accommodation services function for a given operation........................6
TASK 4............................................................................................................................................6
4.1 Perform revenue yield management activities in order to maximize profit revenue.......6
REFERENCES ...............................................................................................................................9

INTRODUCTION
Hospitality industry is the rapidly going sector, besides hospitality management is
another important task in the organization to be mentioned in a proper manner. Management
adopts different functions in order to present the best possible activities. Present report will base
on room division, for that clientele hotel will taken into action through which company make
their own plans. Further apart, it will discuss about the front office services for different
organization. Roles and responsibility of a range of accommodation and reception services staff.
Furthermore, it will discuss about some important aspects of the hospitality management.
TASK 1
1.1 discuss the accommodation and front office services in different hospitality sector.
Engineering and housekeeping is the two-important function in the hospitality industry.
The main purpose of the accommodation services is to provide the best services or relax
atmosphere to the customers (Davis, Lockwood, Alcott and Pantelidis, 2018). Both office and
housekeeping staff main function in the hotel is to take care of customer needs. For example,
Offices front office main function is to fix the deals with buyers, provide them services or rooms
as per the needs of customers, monitor the schedule of occupied rooms, maintain the occupancy
status at different periods, ensure the working of working staff etc. On the other side,
housekeeping functions in the hospitality sector is to keep the environment clean and hygienic.
Another major activity of housekeeping is to maintain luggage services escorting services
provided by the bellman. Guests are greeted by the doormen. These are the functions of
housekeeping and front office of the hospitality industry.
1.2 roles and responsibilities of accommodation and front office management.
Roles and responsibility of front office department.
 Make detailed analysis of customers and make them feels satisfied.
 Ensuring the meeting with customers (Dobrzykowski, Deilami, Hong and Kim, 2014).
 Fulfill the requirements of the client as per the needs and demands of the customers.
 Maintain the regular database of the arrival customers.
 Arrange value added services to the customers.
On the basis, of above roles of front office staff which makes hotel more effect full and creative.
The main responsibility of receptionist is to suggest the right services to the client as per the
needs and wants of the customers. Hospitality sector main attractive service to retain client is
their warm services or welcoming process.
Roles and responsibilities of Room attendant.
 Room attendant needs to take care, monitor the accommodation services of the clients.
 They also need to check the health and safety of the client.
 They mentioned the room cleaning services of the customers.

 They need to take care of inconvenience of the clients etc (Dobrzykowski, Deilami, Hong
and Kim, 2014).
On the basis of above, roles of room attendant Hotels take care the things through which they
attract the customer attraction. Hospitality sector is known as their prime services. For which
they go for the visit to enjoy their holidays.
1.3 Discuss legal and statutory regulations for clientele hotel
It is very mandatory for the hospitality industry to maintained the proper environment in
the organization. Legal legislation and environment keep business activities safe and secure.
There are some necessary legal laws adopted by the hotels such as Discuss Health and safety act
1974 in order to keep the client safety (Ivanov, 2014). This act reduces the risk possibilities in
the working environment. Besides, another Data protection act 1998, this act protects the
personal information of the client. No one hotel share the information of the customer without
permission. Other legislation which necessary to adopt by the organization is fire regulation act
1971. This act helps to protect the company environment by loss of fire. Without having these
legal implications company cannot run their hotel in the industry. Legal regulations protect from
the losses. In terms of customer, they always prefer to stay in those Prime hotels who have all
authentication and legal environment. Regulation system also helps to maintain good image in
the market which enhance the brand value and customer attraction. Along with that, in order to
protect the safety of the client. They should be fully rigged with CCTV cameras so that mis
happening will reduce.
1.4 Evaluate services provides by the room division in clientele hotel
Hospitality sector is the most promising and enthusiastic sector which provides luxurious
accommodation, transportation and food services with high prime quality. Apart from those
services, many organizations also provides other services with transportation or accommodation.
They also provide some other services like many prime hotels tie-up with tours and tourism in
order to grab the attention of customers (Langabeer and Helton, 2015). This helps to make
customer relationship and customer trust. Hotels tie-up with cruise in order to approach high
profile customers to get brand loyalty. This helps to these helps to make more customer loyalty.
Hospitality sector is the high-income sector where customer invest huge amount for getting all
luxurious services. Room division attracts customer through various channels such as train, bus,
cruise and provide them best effective services.
TASK 2
2.1 Assess the importance of the front of house area to effective management.
It is big huge importance of front office area front office interact first time with the
customers and attend them into most grateful manner. It is another term which through which
they grab the customer attraction that is transportation and food services. Room division services
are the best giving services (Laudon and Laudon, 2016). Customer satisfaction is the foremost
role of the hotels through which they get the best results and company growth. It makes positive

and growth environment. Another importance of front office is to attend the customer and
provides services as per the requirements. There is a huge importance of hotel staff members
who contribute their large services for the betterment of the customer services. Security services
of the hotels should be top in order to gain the customer satisfaction approach. In order to grab
the attraction from the customers company make design layout in order to beat the demand
criteria of the customers. Hotel quality and infrastructure gives over all glimpse about the quality
and culture status of the hotel brand. There are various importance of office staff such as giving
below:
 Hospitality management helps to take care of things of customer service.
 They fulfill the all needs and wants of the customers.
 Hospitality management ensure the safety and health of client and provide them best
relax environment.
 They provide customers all transportation, accommodation and food services in luxurious
manner.
2.2 Discuss the key aspects of planning and management of the front office area.
Property management systems: it is the first importance which is most essential for
hospitality industry. There are various functions' oh hotels like managing, human resources, tour
operations, finance and infrastructure etc. moreover, this gives the positive impact on the overall
objective.
Point of sale management: this done by the admin or front office management who take
care of the things of customer services or related to sales departments. It gives the positive
impact on the behavior of overall environment (Pace, 2016). They lead the customer and their
demands. Without the support of front office hotel cannot reach the sales target.
Safety and security: security and safety is the most challenging job which is done by the
hotels. Admin management and housekeeping has responsible to take care of security of
customers. Without the contribution of them customer cannot be protect or safe.
Communication or PBX: it is the kind of communication process through which fronrt
office make sure the bookings in advance in order to reduce the time cost. It is the
communication between client or front office desk.
Data Mining : this is the panning or systematic process in which hospitality sector keep
the customers' data in a proper systematic way (Saadouli, and et.al., 2015). Customer
information is very crucial for the company. This also helps to get connect with the client in long
term.
2.3 Critically discuss the key operational issues which affects organization environment.
Operational issues related to the admin staff are explaining below:
Labour shortage: this is the other main issues through which company facing the
customer dissatisfaction approach. Room division are the seasonable working in which

sometimes hotels fails to meet the needs of customers due to less working staff. This gives the
negative impact on the customer which leads less sales.
Power cuts: due to shortage of water supply or power shortage customer facing the
hurdles and issues. This is the major concern and issues which hotel facing (Samudra and et.al.,
2016).
TASK 3
3.1 Importance of property interiors and design for effective management.
There is huge importance of property interiors for which customer invest huge amounts
on the accommodation services. Interior designing of the company must be perfect and unique
which differentiate hotel from others. They must be graceful and shows the royal look to attract
customer attraction. This play a very important role in hospitality sector.
3.2 Discuss critical aspects of planning and management of the clientele hotel
Hospitality sector needs to look upon the planning and management in order to stable the
accommodation services. Along with that, effective management gives the good response to the
customers, besides lack of management skills leads to wrong activities. In order to adapt to the
effective management planning (Langabeer and Helton, 2015). In order to remove the issues
company needs to build regulations, customer regulations, room services physical conditions in
order to attract the customer satisfaction.
3.3 Analyze the key operational issues affecting the effective management and business
performance of the accommodation services function for a given operation.
Key operational issues in administration services
Overbooking: Booking more is the common issue in the hospitality industry. Due to
miscommunication hotels did this mistake with the clients. This is the reason hotels lead the
customer dissatisfaction which brings negative impact on the customer. Due this negative
impression customers generate and avoid those hotels.
Lack of behavior issues: due to lack of issues with customers business performance get
slow (Langabeer and Helton, 2015).
TASK 4
4.1 Perform revenue yield management activities in order to maximize profit revenue.
Total money generated from overall sales of the total revenue in particular work it is
called total revenue. Yield management means company generate revenue skills. It is the
variable strategy based on understanding. In order to grab the customer attraction clientele hotel
needs to adopt customer oriented techniques such as giving below:
 Adopt high profile infrastructure.

 Luxurious accommodation services.
 Maintained high profile standards (Saadouli, and et.al., 2015).
4.2 Discuss sales techniques which enhance the effective management.
Sales techniques:
Price building: in order to grab the customer attraction provide them price bundling
services in which clientele hotel provides various services at one cost. Such as combo offers etc.
Promotional Markdowns: clientele hotel needs to adopt promotional activities in order
to promote the hotel services. Company needs to grab client attraction through various methods
such as provide seasonal offers, discounts combo packages etc.
Suggestive selling: company needs to maintained customer relationship management in
order to retain the customer attraction.
4.3 Discuss the importance of forecasting and statistical data within the rooms' division.
It is essential to forecast the sales and profit revenue. This help to predict the demand of
the customers through which clientele hotel can easily make their planning in effective manner.
It also helps to calculate the occupancy level of the clientele hotel (Ivanov, 2014).
4.4 Calculate rooms division performance indicators to measure the success of accommodation
sales.
Percentage of occupancy: it is the calculation process which is done by total rooms
occupied are divided by the total rooms are available
Average Daily Room rate: Total Rooms Revenue/Total Rooms Sold.
Double occupancy percentage: it is calculated by dividing the difference of total
number of guests and number of double occupied rooms (Ivanov, 2014).

CONCLUSION
From the above section, it can be concluded that room division includes many important
aspects of hospitality sector. Present report based on hospitality industry in which they discussed
all important functions or planning of the hotels.

REFERENCES
Books and Journals
Davis, B., Lockwood, A., Alcott, P. and Pantelidis, I.S., 2018. Food and beverage management.
Routledge.
Dobrzykowski, D., Deilami, V.S., Hong, P. and Kim, S.C., 2014. A structured analysis of
operations and supply chain management research in healthcare (1982–
2011). International Journal of Production Economics, 147, pp.514-530.
Ivanov, S., 2014. Hotel revenue management: From theory to practice. Zangador.
Langabeer, J.R. and Helton, J.R., 2015. Health care operations management. Jones & Bartlett
Publishers.
Laudon, K.C. and Laudon, J.P., 2016. Management information system. Pearson Education India.
Mills, J. and Broughton, V., 2016. Bliss Bibliographic Classification: Class T: Economics
Management of Economic Enterprises. Elsevier.
Pace, L.A., 2016. How do tourism firms innovate for sustainable energy consumption? A
capabilities perspective on the adoption of energy efficiency in tourism accommodation
establishments. Journal of Cleaner Production, 111, pp.409-420.
Saadouli, H., Jerbi, B., Dammak, A., Masmoudi, L. and Bouaziz, A., 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.
Samudra, M., Van Riet, C., Demeulemeester, E., Cardoen, B., Vansteenkiste, N. and
Rademakers, F.E., 2016. Scheduling operating rooms: achievements, challenges and
pitfalls. Journal of Scheduling, 19(5), pp.493-525.
Walker, J.R., 2016. Introduction to hospitality. Pearson Higher Ed.