Report: Rooms Division Operation Management at The Dorchester Hotel

This report examines the rooms division operation management of The Dorchester Hotel, focusing on its new Cambridge branch and its strategies for attracting business clients. The report covers front office operations, housekeeping, legal and statutory requirements, and the evaluation of services. It analyzes the importance of the front house area, key aspects of planning and management, and operational issues. Furthermore, it explores property design, accommodation service planning, and operational issues affecting business performance. The report also delves into revenue and yield management, sales techniques, forecasting, and the computation of rooms division performance. The Dorchester Hotel aims to provide high-quality services to its customers, including conference facilities and food and beverage options. It emphasizes the importance of staff training and efficient operational practices to enhance brand image and customer satisfaction. The report also discusses the significance of maintaining a positive environment and strong guest relations.

Rooms Division Operation
Management

Executive Summary:
Hospitality industry is much wide as this will comprise various sectors, for instance
hotels, restaurant, theme park, event planning and many others. The Dorchester Hotel is
established in United Kingdom and providing their services worldwide. They are much famous
for their qualitative services. Customer base of this company is much wide which aid them to
survive at marketplace for maximum period of time. They are accomplishing needs and wants of
customers according to their demands which help them to acquire success and development at
marketplace.
Moreover, they want to open another branch in Cambridge and for this, they need to
design proper infrastructure so that they will capture attention of numerous individuals towards
them. They want to make almost 300 rooms into this and to know about demand of people they
will conduct market research. They want to target business clients basically and they are
providing them a conference room for meeting. In this, almost 400 seats are available and they
are giving an option as well, i.e. food and beverages. If any issues are facing by their visitors
then, they resolve it as quick as possible. This will improve their brand image at worldwide.
Training will be provided to staff members so that they will maintain their working performance.
This will assist to reduce unwanted wastage as well as cost from operational activities.

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Accommodation and Front office with different organisation.........................................1
1.2 Roles and responsibilities of accommodation and reception staff...................................1
1.3 Legal and Statutory requirement which apply to room division......................................2
1.4 Evaluate the services provided by room division in hospitality industry.........................3
TASK 2............................................................................................................................................3
2.1 Importance of Front House area.......................................................................................3
2.2 Key aspects of planning and management of front house................................................4
2.3 Discuss the key operational issues...................................................................................5
TASK 3 ...........................................................................................................................................6
3.1 Importance of property design and interiors....................................................................6
3.2 Critical aspects of planing and management of the accommodation service...................6
3.3 Analyse the operational issues affecting the effective management and business
performance............................................................................................................................7
TASK 4............................................................................................................................................7
4.1 Perform revenue or yield management and high demand tactics.....................................7
4.2 Sales technique and room division...................................................................................8
4.3 Objectives and use of forecasting data.............................................................................8
4.4 Computation of rooms and division performance............................................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Room division operation management is prominent for each firm who are operating their
business in hospitality sector (Zhang and et. al., 2016). Present assignment is based on The
Dorchester hotel, which is providing their services in United Kingdom. They are going to open
new outlet in Cambridge as this will help them to improve customer base. This project is going
to highlight about the significance of room division operation. It is must for superior to manage
entire things properly; hence maximum level of satisfaction will be provided to customers. By
managing interior of hotel, employer will gain attention of numerous clients towards them.
TASK 1
1.1 Accommodation and Front office with different organisation
There are many kinds of facilities which are providing by hotel to their consumers, such
as restaurant, accommodation and so on. As The Dorchester hotel is not having an appropriate
front office so to make their working operations more effective they will formulate some
strategies in this regards. They are going to open an another outlet in Cambridge with the aim of
enhancing customer base (Baum, Bertsimas and Kallus, 2014). Their main target is business
travellers as they are providing them 400 seat conference facility along with food and beverages,
this will capture their attention towards hotel.
Front office operations: They have to make an appropriate connection with visitors as
well as clients. It is like a direct operation which are associated with hospitality industry. There
are many kinds of activities which will include into this, such as luggage, reception, description
services, regeneration of guests, introduction services and many others (Lee, 2016). These all are
directly linked with consumers. Along with, there are some other operations which are doing by
them, like check ins, reservation, check out, concierge services etc.
Housekeeping operations: Cleaning, house caring and in addition maintenance services
are connected with this department. Their fundamental target is to provide comfortable as well as
relaxing surrounding to customers. Supervisor needs to plan, schedule and track entire details
which are associated with rooms. It is must for manager to maintain record regarding this;
therefore, entire work will get completed by them within time duration (Aubke and et. al., 2014).
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Figure 1 Two segment in hospitality industry
1.2 Roles and responsibilities of accommodation and reception staff
It is must for reception staff member to sort out issues and problems of clients; thus, they
will be able to satisfy them in an adequate manner. It is must for each employee to accomplish
their duties as well as roles which is provided by superior to them. Thus, overall work will get
managed effectively (De Jorge and Suárez, 2014).
Henceforth, there are certain roles and responsibilities which are associated with staff of
accommodation and reception. These are described as beneath:
Duties and responsibilities of room attendants
Atmosphere of any hotel need to be attractive because it assists into their success and
enhancement (Davis and et. al., 2018). Fundamental target of room attendant is to present good
image in front of visitors or clients. It is must for them to accomplish their roles and
responsibilities appropriately, some of them are stated as beneath:
 Provide professional, friendly as well as engaging services.
 Maintain records of overall room inventory and their supply (Dobrzykowski and et. al.,
2014).
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 Record and update each clean room.
 Provide necessary information to supervisor regarding products and services. Follow proper rules as well as policies.
Duties and responsibilities of Front office receptionist
It is must for receptionist of front office to follow each policy and protocol which are
connected to hotel; therefore, they will manage operations of front office administrations.
Therefore, there are some duties and responsibilities which are linked with them, discussed as
beneath:
 Perform functions related to budgeting.
 Coordinate and direct exercise of front office division (Ceschia and Schaerf, 2016).
(Figure 2Front Office Management – Structure, 2018)
1.3 Legal and Statutory requirement which apply to room division
Many kinds of activities need to be perform by manager of company effectually and to do
it ethically, they need to implement proper laws and legislations at workplace. This will aid to
protect employees from exploitation as well.
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Therefore, there are some laws and acts which have to be applied in affiliation. These are
mentioned as below:
Data protection act, 1998: With assistance of this law, superior will easily secure entire
information as well as data related to staff members. It will be either personal identifiable
information or sensitive personal information. Company has no right to misuse info of their
employees directly or indirectly.
Fire regulation act, 1971: This act helps an enterprise to protect from any type fire.
Along with, with help of this, they will get secure from any harmful or unethical activity which
are connected with fire incidental (Anderson and et. al., 2018).
Health and safety act, 1974: If is must for manager to provide better and appropriate
working surrounding to staff members. Therefore, they will be able to accomplish their work
within limited period of time. To secure individuals from any harmful substance; superior will
render training to them. This will help to retain employees for maximum period of time.
1.4 Evaluate the services provided by room division in hospitality industry
There are many activities which need to be performed by manager, this will comprise
front office, housekeeping, sort out problems of clients and so on. Criteria of working is entirely
different of each department from others. They all having their own nature or size as well.
Several kind of services are providing by The Dorchester Hotel. It has been examined that, they
are giving best as well as professional assistance to their clients (Pace, 2016). This will be
classifying into some categories and these are defined as below:
Room division operations Blue Train
Blue train is providing their services in South Africa in almost 1600 kilometre. This
travels amongst Cape town and Pretoria. They cater deluxe experience to their visitors or guests.
It has been identified that, they tied up with the blue train. Hence, they are providing qualitative
services to travellers in an effective manner. As it is dealing in same sector since a long time they
are known for their quality of services and are earning good range of returns in long run. This
way it is growing over a period of time and adding more services to its domain.
Restaurant with rooms facilities B&B and Cruises
Qualitative as well as luxurious services are providing to The Dorchester hotel to
business and cruises as well. This renders workers to large cruises and along with large
corporates. Company organises some events at premises, such as ceremonies, business meetings,
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parties and so forth (Safavi and et. al., 2016). This way it is capable of attracting customers from
different segments as it is dealing in variety of services.
TASK 2
2.1 Importance of Front House area
Customers are much fundamental for any type of organisation as they help them into their
success and growth. Thus, it is required to resolve their troubles within limited period of time.
This aids them to maintain sustainability at marketplace for maximum duration as a result, they
will be able to take competitive benefits from contenders (Ivanov, 2014).
Company's front house area is much prominent because this will help to manage
numerous visitors in a proper manner. This will aid to maintain an appropriate relationship with
each visitor; therefore, firm will render best services to people. It is required for The Dorchester
Hotel to identify significance of front house area so that they will be able keep up an appropriate
management effectually. There is some foremost significance of this, which are stated as
beneath:
Ambience: It is necessary for organisation to manage healthy environment and for this, it
is required for them to maintain cleanliness at workplace (Loukopoulos, Dismukes and Barshi,
2016). They have to clean lobby, rooms; therefore, they will be able to maintain proper hygiene.
Guest Relation: The Dorchester hotel needs to maintain an appropriate relationship with
visitors. As a result, they will keep up their brand image and able to take benefits from rivals as
well. This aids them to gain positive results in an effective manner.
Instead of this, quality of services need to be maintained as this helps to gain attention of
numerous people towards them. Along with, it is must for an enterprise to maintain healthy
environment at workplace as this enables to retain staff members for maximum time period. By
making coordination and cooperation amongst each functions targets will attained timely
(Ivanov, 2014).
2.2 Key aspects of planning and management of front house
Manager of firm needs to formulate proper planning; thus, entire work will get completed
in a systematic manner. This will assist them to maintain records regarding availability of rooms,
check outs, check in and so on. It will help in success and development of an association.
Management will arrange some distinctive kinds of activities; therefore, they will be able to
provide best quality of services to guests significantly. It is fundamental for each employee to
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comprehend their responsibilities as well as roles; thus, they will complete their task within
limited period of time (Doz, 2016Sting and Loch, 2016). Along with, superior needs to render
proper direction to department of house keeping as it assists them to maintain effective control
on entire operational activities. Furthermore, they will obtain feedback from clients of hotel as it
help them into their improvisation.
Instead of this, there are some other factors which are associated with this, stated as
beneath:
 Interior or exterior design of hotel need to be attractive.
 Maintain proper data and information about company and their clients.
 It is required to maintain cleanliness at premises.
 To attain targets in a systematic manner, proper strategies will be formulated by manager
(Baum, Bertsimas and Kallus, 2014).
2.3 Discuss the key operational issues
There are various kinds of problems which are associated with business performance as
well as management; these are stated as beneath:
Financial and accounting issues: It is essential for them to develop proper records and
maintain it and these have to be connected with rooms. This will help in keeping better control
over the various departments which is important to maintain and develop the profit margins.
Sales and marketing issues: It will be divide into some segments, such as: Overbooking: Superior needs to manage reservation of rooms at the time of season. Labour shortage: They are not having proper workforce; thus, it is required for them to
appoint skilled people so they will manage entire working effectually (Zhang and et. al.,
2016). Power cuts: Firm needs to manage electricity flow properly.
 Cost containment: It is considered as prominent factor of management and planning
which are connected with front house area.
Quality management: It is fundamental for front office to manage working quality. It is
must for them to know about tastes and preferences of customers so that they will accomplish it
within limited period of time. This aids to improve market share and profits of The Dorchester
Hotel and in addition they will get success and development in Cambridge as well.
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Customer satisfaction: Manager of firm has to deal with distinctive kinds of consumers
at regular basis. For above stated aim, primarily it is necessary for them to sort out their troubles
within limited duration (De Jorge and Suárez, 2014). If they are not able to maintain it them
working of entire affiliation will get influenced.
Delay in Delivery of services – As the demand in hospitality sector is raising at a high speed
it sometimes become difficult to deliver the required level of services to the clients on time. it is
important that more individuals are involved in this business so that timely delivery of services
can be insured.
Maintaining updated services – Due to excessive demand in this sector, changes in these
services keeps on taking place which needs to be adopted on time. It is a difficult task as
adoption of same require more investment which further add operation cost to the business.
TASK 3
3.1 Importance of property design and interiors
Companies who are working in the sector of hospitality need to maintain their interior
design, as it helps to gain attention of numerous clients. In context of The Dorchester Hotel, as
they are going to open new branch in Cambridge so it is must for them to work on their
infrastructure; therefore, they will capture attention of people. This will comprise many aspects,
such as lighting, shape, size, interior and other facilities (Dobrzykowski and et. al., 2014).
Subjectivity of interior design: It is required for company to maintain physical
appearance of firm as it aids to gain attention of numerous individuals towards them. As a result,
profits of enterprise will get enhanced. Fundamental target of interior design is to make quality
of hotel more effective and in addition attractive. For this, various kinds of components will be
utilized by employer, such as flowers, chandelier, sculptures, statues and many others (Lee,
2016).
Basic types and design and elements of design with in hospitality: There are several
types of factors which are connected with hospitality industry, such as emotional appeals,
fictions, equipments and so forth. Along with, there are some facets which support procedure of
interior design, like aesthetics, spark etc.
3.2 Critical aspects of planning and management of the accommodation service
It is essential for company to formulate an appropriate strategies or policies; therefore,
they will be able to attain desired objectives within limited time duration. Manager has to
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communicate roles and responsibilities of staff members to them so they will maintain quality of
services effectively and efficiently. When planning regarding the different aspects is done on
time than it becomes easy to minimise the deviations in results. Planning assist in making
arrangements in advance which also contribute towards evaluating the risk of non-availability of
resources.
Guest supplies: There are many kind of stocks which are utilized by clients in rooms of
hotel, like furniture, wardrobes, dowers, desktop tables, chairs, centre table, bed, dressing and
many more. These are much needed for consumers and demand by them in huge manner. Along
with, there are some other essential which are much demanding by individuals, for instance
cases, pillows, sheets, quilt, bed covers and so forth (Davis and et. al., 2018). It has to be insured
that all these essentials are delivered and made available on time so that the sales of the referred
hotel do not get effected.
Controlling and updating room status: It is required for manager housekeeper as well as
storekeeper to maintain records on regular basis. To control over rooms in a proper way, it is
fundamental to keep up details regarding reservation details, charges of room, merchandise
details and so on (Operating room pooling and parallel surgery processing under uncertainty,
2017).
3.3 Analyse the operational issues affecting the effective management and business performance
Housekeeping and quality linen control issues: Numerous types of issues will be face
by manager and in addition housekeeper to keep up troubles regarding management as well as
linen control in an ethical manner (Ceschia and Schaerf, 2016). It is must to maintain records
related to each kind of linen. There are many types of policies will be formulated by superior to
evaluate and control overall activities.
Human resource issues: Superior of an enterprise needs to recruit more individuals for
business; therefore, they will manage rooms effectually. Receptionist has to deal with clients
which is considered as a problem for HR.
TASK 4
4.1 Perform revenue or yield management and high demand tactics
It is required for hotel to cater services to people at affordable prices as this aids them to
capture attention of numerous individuals towards them. Therefore, they will take competitive
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benefits from their rivals at marketplace. As The Dorchester is going to open new outlet in
Cambridge and they want to target business travellers.
Revenue management – This is an important aspect which is helpful in maintaining the
required level of sales. It is crucial that arrangements are made well in advance so that the
required level of sales is achieved with the provided resources.
Yield management: It is foremost aspect which assists to manage services as well as
prices so that they will cater best experience to clients. This method is basically utilized in the
sector of hospitality industry. This needs to be apply by superior into firm; thus, they will
improve profit graph of business through providing best offers to people (Anderson and et. al.,
2018).
High demand tactics: There are some foremost elements which will comprise into this,
these are mentioned as below:
 Pricing and customer acquisition strategy
 Collaboration with sales and marketing
 Budgeted campaigns distribution channels
 Advertising campaigns
 Customers responsiveness
4.2 Sales technique and room division
Organisation will classify clients according to their demands and requirements. In context
of The Dorchester Hotel, they divided rooms according to need of individuals, for instance
luxurious, suits, middle class etc. This assists them to accomplish desires of people and as a
result, firm will increase sales and profits effectually. For this, there are many techniques will be
used by superiors and these are stated as beneath:
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Up selling rooms: It is connected with the group of high selling at the time of season.
Through enhancing quality of services, room facility etc. they will be able to provide best kind of
administrations to their guests (Aubke and et. al., 2014).
Customer loyalty scheme: It is essential for organisation to gain trust and in addition
loyalty of individuals. For above stated aim, they have to render qualitative items to them as it
helps to provide maximum level of satisfaction to consumers (Pace, 2016).
Other hotel services: There are many additional services will be rendered by company to
their clients, such as lunch, breakfast, laundry, dinner etc. This enables to retain them loyal for
maximum period of time.
4.3 Objectives and use of forecasting data
Forecasting is considered as a procedure through which an affiliation will identify those
targets that need to be accomplished by them in upcoming period of time. It assists firm to
maintain sustainability at marketplace for maximum duration. In relation to The Dorchester
Hotel, value of their products and services will modify as per requirement of individuals. This
helps them to take benefits from rivals and in addition they will obtain growth and enhancement
in market.
Purpose of forecasting: With assistance of this procedure manager will comprehend
future demands so that they will develop an appropriate planning. In this, it is required to include
profits as well as sales graph. This will assist to examine future enhancement and growth
chances. Hence, it has been understood that forecasting caters advance data which will helpful in
planning (Safavi and et. al., 2016).
Types of information for good forecasting: There are many kinds of things which are
essential for this aim, these are stated as beneath:
 Number of visitors or travellers.
 Details regarding reservation.
 Information about luxurious rooms.
 Interest of clients and their taste and preference.
 Value of items which are selling by them and so forth.
4.4 Computation of rooms and division performance
Organisational performance will be analysed through some appropriate techniques or
methods and these are stated as beneath:
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Room occupancy percentage: It will be determined through dividing overall available
room number and rooms which are occupied by clients (Loukopoulos, Dismukes and Barshi,
2016).
For instance: There are almost 250 rooms in The Dorchester and 170 rooms are occupied
by customers. Hence, rate of occupancy will be (170/250)*100 = 68%.
Average room rate: This will identified as per entire revenues from the occupied room
and total sold rooms.
Double occupancy percentage: It is considered as most significant element which is
found out as per number of total clients and room which are obtained by them (Doz, 2016Sting
and Loch, 2016).
For instance: double occupied rooms = 140
Total guest number = 300
Rooms availability = 230
Calculation: (300-230 / 130)*100 = 53.84%
CONCLUSION
From above assignment it has been understood that concept of room division need to be
utilized by hospitality industry; therefore, they will increase their profits and market share
effectively. Thus, housekeeping as well as front office operations are described in this relation. It
is must for superior to plan each things so that entire work will get done in a systematic manner.
There are two methods defined in context of practical based attribute, such as yield management
and high demand tactics.
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