BTEC HND Unit 6: Rooms Division Operations Management Report

This report delves into the core aspects of rooms division operations within the hospitality sector. It begins by comparing accommodation and front office services offered by different establishments, such as a five-star hotel and a hostel, highlighting the roles and responsibilities of various service staff including reservation supervisors, receptionists, and housekeeping staff. The report then examines the legal and statutory requirements, such as fire regulations, health and safety acts, and data protection, that govern rooms division operations. An evaluation of the services provided by the rooms division, focusing on adapting to customer requests and the importance of providing a range of amenities, is also presented. Furthermore, the report discusses the need for effective front-of-house management, different aspects of planning and management, and factors influencing business performance. The importance of interiors and design, revenue management activities, sales techniques, and the role of forecasting and statistical data are also examined. Finally, the report considers the calculation of rooms division performance factors to analyze the success of sales, providing a comprehensive overview of the key elements in managing rooms division operations.

ROOM DIVISION

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Accommodation and front office services offered by the two different accommodation.1
1.2 Role and responsibilities of service staff who are concerned with accommodation &
reception.................................................................................................................................2
1.3 Legal and statutory requirements that apply to rooms division operations......................3
1.4 Evaluation of services given by the rooms division.........................................................3
TASK 2............................................................................................................................................4
2.1 Need for front of house area to effective management....................................................4
2.2 Different aspects of planning and management of the front of house area......................4
2.3 Factors influencing the effective management and business performance of the front office
area for a given operation.......................................................................................................5
TASK 3............................................................................................................................................6
3.1 Importance of interiors and design of accommodation facilities....................................6
3.2 Important aspects of planning and management of the accommodation facility function for
the chosen scenario.................................................................................................................6
3.3 Different affairs affecting the effective management and business performance of the
accommodation service..........................................................................................................6
TASK 4............................................................................................................................................7
4.1 Revenue management activities to maximise rooms profit..............................................7
4.2 Techniques of sales that can be used by room division staff to maximise revenue.........7
4.3 Importance of forecasting and statistical data within the rooms division........................8
4.4 Calculation of rooms division performance factors to analyse the success of sales........8
CONCLUSION................................................................................................................................8
REFERENCES..............................................................................................................................10

INTRODUCTION
Hospitality sector consists of mainly hotels, restaurants and any other accommodation
services. In this industry, guests are considered as god because they are the one who helps them
in generating revenues. Visitors spend money and in return they get services of that. In this
century where business environment has penetrated all around the world. People are finding it
easy to carry out their operations related to business because they can communicate with other
people through use of technology (Hayes, Ninemeier and Miller, 2011). Tourism industry is on
rise which means that while travelling from one place to another visitors need a place for
accommodation. Hotels and guest houses are availing them different type of spaces for them.
Earlier their function was limited to rooms of hotels but as trend changes they shifted their focus
to other departments. They started organising corporate, sports and family events which helped
them in earning more profit. Competition is increasing as they are introducing more customer
friendly services. It is the duty of front desk department to ensure all the activities in hotel are
going well. This all report will be dealing with division operation management and the role of
room division.
TASK 1
1.1 Accommodation and front office services offered by the two different accommodation.
Accommodation refers to a place which offering staying facilities for visitors. In leisure
time it provides different activities for a specific time period. It may include hotel, guest houses
and hostels. Front office has to do with reception area and it is the first place where customer
arrives. Staff working there has the role of talking with the visitor and give messages to other
people working (Abbott and Lewry, 2010). They control all the activities of the hotel. A hotel is
a place that provides lodging and food or other services to the guests who are visiting their.
Four Season Hotel
For this section a 5 star hotel in Hampshire is selected. Four Season Hotel is the name of
the hotel. 5 star is a category which defines how capable the hotel is and what kind of luxuries it
offers. It include services like best comfort, luxury appointments and best interior design. It has
high quality infrastructure and best looking scenery. This hotel is approx. 1.5 miles from
Dogmersfield village and its room prices vary between £270 to £580 for each night. It also
provides different kind of front services. In total they provide 5 kinds of rooms and 9 different
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suites with private dinning. For leisure purpose visitors can enjoy the facilities of billiards room,
steam pool both indoor & outdoor and theatres. Those who are conscious about there physique
can go to gym and books lover can spend some time in library available in common rooms.
Antique Scottish wines can be consumed in Wine cellar and those who are in mood of enjoy
some music & dance can pay a visit to club which also offer beers (Mensah and Dei Mensah,
2013). Ladies can take steam bath at sauna room and can enjoy at herbal garden by taking
information about useful herbs. Visitors can experienced rural background by visiting nearby
village. Bed and breakfast are offered at accommodation ranging from spare room in a private
home to a boarding house and hotel. In the rooms they give Wi-Fi access and laundry services to
their visitors. Tea and coffee making machines are already present in the suites.
Rest-up Hostel
A hostel is a shared room and if someone is looking for cheap accommodation they can
use hostel. They normally accepts single visitor for a short period of time. Generally people
staying their have to share areas and facilities. Cost of living is according to per bed and charge
about £10 to £30 per night (Zhou, 2017). There is two TV in separate halls of the hostel and a bar
where backpackers can enjoy drinks. Guests can check in and out any time as 24 hours reception
services are available. Simple fun activities can be done in the garden area and people who are
staying their has no need to worry about the clothes because laundry is available.
The accommodation given in the hospitality services includes big rooms and housing
services. In this the information given to the customer has significant role in making sure that the
standard of the quality is maintained by the hotel. They have to provide different kinds of room
with differentiation in sizes and accommodation spaces. This thing will help them in bringing
better revenue to them. The Four Season hostel has increased the bedroom numbers ensuring that
more number of customer can be given accommodations services. Whereas front house at the
hotel ensure that all the consumers are aware of the things which they are getting and make sure
that during the stay they don't face any issue.
1.2 Role and responsibilities of service staff who are concerned with accommodation &
reception.
For success of any hotel or any other accommodations it is necessary to have well skilled
and motivated staff. Front office operations are the activity which fully control all the things are
happening (Lovelock, C., 2011). Depending upon the organisation roles and responsibilities of
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the employees vary. Their function can be divided according to the size, standard and purpose of
the organisation.
 Reservation Supervisor
It may have some important role of organising the shifts of staff, making sure that
whatever services are offered are up to the mark and take care of all reservations like booking of
the rooms through different modes.
 Receptionist
Whenever guests arrives in a hotel he is the first person who greet him and assign the room
according to its needs (Soltani and et. al., 2010). He also deal with the payments and track all the
information related to room occupancy. It has responsibilities to escort guest or help them in
resolving their query during their stay in hotel. In small hostel generally owners act as
receptionist and while in luxury hotels this role is assigned to skilled and specified person. A
training is provided to people so that quality can be improved in them.
 Housekeeping staff
There are some operations which describes the quality of service which a hotel provides.
Cleanliness and hygiene makes the reputation of the accommodating place and it could influence
the profits of it. Role of housekeeper is to maintain the standard of room by proper cleanliness
and creating a environment where they can feel relax (Mansour and et. al., 2016). Atmosphere
of the room should be hygienic, comfortable and attractive. All the public areas should be well
clean and tidy. In big hotels they hire a lot of staff for this purpose because the area is big but in
hostels this task is confined to only one or two people.
Maintenance Accommodation service department looks for
the maintenance of the hotel and it is their
responsibility to fix the damaged items in the
hotels during the stay of the guest so that the
complaints related to it can be reduced.
Guest services and supplies There are various things which might be
required by the guest during their stay at the
hotel and all the needs has to be fulfilled by the
accommodation service staff. These items can
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vary from newspaper, garbage barrels and etc.
Laundry services This is one of the crucial job of the
accommodation service staff. They purchase
the required amount linens like covers for
pillows, face and hand towels and etc. They
make sure that they clean the linen items.
1.3 Legal and statutory requirements that apply to rooms division operations.
Fire Regulations: Hotels and small accommodation centres should have fire alarms,
extinguishers and fire exists. It is not possible for the fire fighters to come on the spot during fire,
so staff working there are trained with skills in this case (Chan and Lam, 2013). Smoke detectors
signals when there is smoke and this ensure that everyone is safe.
Health and Safety Act, 1974: Any mis-happening related to health and safety of the
staff is a common thing. So this act state that there should be regulations related to it protecting
employees and visitors. Injurious can occur from misuse of equipment, wet floors by which
someone can get slip on that area, haste and distraction could create more chances of it. This act
is also called as HASAWA, 1974 which states that every person is responsible for all well being
and for the people who near them. The health and safety regulations needs to be provided for the
sole purpose of protecting staff, employers and the guests. It has been observed that in most of
the cases in hospitality industry the injury happen due to misuse of the equipment, wet floors,
haste and distraction.
Data Protection: All the hotels have to follow Data Protection act of 1998 which make
sure that all the personal information of the guest should only be restricted to hotels data. The
data is sensitive and can be misused by someone whose intention are wrong. So the hotel should
take the full responsibility of ensuring that the data is safe with them.
1.4 Evaluation of services given by the rooms division.
Adapting to the customer requests has become the priority of the hotels and other
accommodation facilities. Earlier their aim was restricted to provide food, shelter and travelling
which was considered as the basic need (Hsieh and Lin, 2010). Hotels are ready to offer anything
which customer desire for from low accommodation to luxurious things. In hostels still the basic
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amenities are provided but in luxuries hotel they are giving numerous activities and they can
cross any limit to satisfy them. Luxury in the hotels and other hospitality facilities can be
expensive cars, vintage wines, rooms & suites, private pools, theatres, treatment rooms and spa.
They try to give facilities which a normal person cannot afford buying it. In earlier time guest
who was coming in the hotel have to just adjust with what was available (De Jorge and Suárez,
2014). This scenario has changed and if the visitor say I want that particular thing or service than
they try their best to give me that.
The role of the hospitality industry is to ensure that they satisfy the needs of consumers
and guests through their quality services. They first need to satisfy the basic needs which include
travelling, food, water and shelter. But it has been observed that the trends are changing and new
things are coming every day. The basic job of the front office department is to look at the guest
services and accommodation with the accounting, reservation, revenue management, normal data
management and etc. In a big hotel there will be a front office manager and below it there are
two people that are front desk manager and uniformed manager. They are also given some sort of
responsibility to each.
TASK 2
2.1 Need for front of house area to effective management.
This section of the hotel directly deal with the guests and it is the area where they are
greeted. As they give the first impression so it could be understood that how important this
section is in this sector. They should try to develop a surrounding which has positivity all around
and friendly nature. Four Season hotel is a world wide chain and know for their services. In
Hampshire it is the biggest hotel and has capability to offer every kind of luxury to the guests. It
falls in the category of 5 star hotels, so they have to maintain that standard of world class
services (Testa and Sipe, 2012). They recruit those employees who have potential of becoming
professional and friendly in future. A customer undergoes different transaction at various places
like checking in and registration of clients. Any reservation, transport luggage, telephone and
check out with paying bill are some stages of visitor transaction. Guests book room through
different modes like on phone and internet, after arriving he is welcomed. He will be escorted
and will be shown his room but before this front office staff will check-in the visitor. In this all
stay staff is always ready for solving any query related to guest (Crick and Spencer, 2011).
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Before customer leave the hotel they check that bills are paid and no damage is done to the
property. There is great importance of Front of House area to be effective and it can be
considered as the most important area of the hotel. The front of house department is provided in
the hotel to executing an effective form of business and their performance to the management.
Front office personnel is important as they verify the records and looks that whether the records
are correct and complete. They can conduct night audit thus reviewing the accounts and then
further they are reported. The accounting review may include guest account and non guest
account review.
2.2 Different aspects of planning and management of the front of house area.
A guest staying in the hotel will make his opinion based on what he see the first time.
There are some departments and areas which has to be focused by the front house team. A proper
management and planning is required which will emphasis on making a healthy image of the
organisation through following some tasks and activities.
Design: Four Season hotel has a old architectural structure and the owner has tried to
renovate it with some modification giving it modern look. Design of the area can help them in
gaining competitive success. If they want that the guest should again and again visit their hotel
they have to impress them. This impression can be created through design and maintain the
quality every time they come back.
Cleanliness: This is the most common factor which could help them in impressing their
guest. All the areas from the front garden to interior halls to bedrooms all should be cleaned up.
Flowers and grasses in garden should be properly trimmed and halls should have different aroma
smell (Dominici and Guzzo, 2010).
Image: Four Season hotels are providing services in old building with modern touch in it.
All the luxury of today are added to the services. They offer horse riding to their guest which
gives them a royal touch and feel of satisfaction. It has perfect exterior and interior design with
best location. These things should be maintained by the front office and they should regularly
comes with ideas to improve.
2.3 Factors influencing the effective management and business performance of the front office
area for a given operation.
As discussed above there are some areas and factors on which a proper emphasis can be
given to improve the quality and image of the hotel. Its design, atmosphere, cleanliness, product
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and services. When a customer arises at the venue of the hotel and when he looks at the old
building his mood will automatically turn off (Koitabashi and et. al., 2011). For maintaining the
standard of 5 star hotel, it is necessary that they continuously make changes according to the
trend. If such things will not be there then it will less chances that he will again come to that
place.
People working in hospitality sector need to understand the importance of friendly atmosphere.
Front office department should bring a concept of welcoming their guest and making them feel
that they are special to them. If design, image and cleanliness does not meet the standards of 5
stars hotel than they will get complaints. Customers might request for refund and in that case
they have to offer free treats. Such thing will cost the organisation and will bring them in losses.
TASK 3
3.1 Importance of interiors and design of accommodation facilities.
Interior of a structure is the inside part of a building which comprises of artistic designs.
There should be one theme in the hotel which they should follow in all hotel. Whatever is found
in front office have to be in other parts of the hotel also like bedroom and offices.
Design- It is an art based on colours, patterns and shapes. In the hospitality industry where there
is lots of competition because it differentiate a hotel from others. A good design includes
comfort, beauty and durability (Lee and et. al., 2012).
Room Designs- When someone opens the site of the accommodation facilities they looks at the
room and choose hotel according to it. Layout of the room impacts the mindset of the customer
and convince them to book room. At Four Seasons Hotel, bedrooms are luxurious and full of
comfort. They should have big room with lot of space.
3.2 Important aspects of planning and management of the accommodation facility function for
the chosen scenario.
Cleanliness: Four Season hotel uses best cleaning equipments in halls and bedrooms. They
believe in using products which are chemical free and does not have any impact on the health of
the customer. Cleaning of its exterior & interior parts like window, carpets are done once a
month and bedrooms are cleaned on daily basis.
Maintenance: When a traveller visits hotel he notices parking area, décor, smell, interiors and
other things. How well these all things are maintained by management team impresses the guest.
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House keeping staff make sure that all the things are lined properly and the maintenance meets
the standard of five start hotel (Davidson, Timo and Wang, 2010). If there are some major
problems regarding it then they can inform to the maintenance department. Whatever furniture is
available in Four Season hotel should be in proper condition and all the AC present in room
should be in working condition.
3.3 Different affairs affecting the effective management and business performance of the
accommodation service.
A small detail can affect the impression of Four Season hotel and if a old theme is
followed the business of the hotel will struggle to attract customers. Minute areas like the
furniture, flowers and the design of the hotel make a great difference, so all this should be
attractive and in proper condition (Filieri and McLeay, 2014). Four Season Hotel housekeeping
staff frequently changes bed linen for every room. Before a guest arrive in hotel all the setting of
the beds are done, temperature of the rooms are set according to the surrounding and all the
curtains are closed. In the evening housekeeping staff turn on the key lights and opens the
curtains so that guest could have a view of sunset. They pay attention to every detail which could
satisfy the needs of their clients. In the period of every 3 days they inspect all the hotel at looks
that if there is any stained carpets, broken furniture, leaking tapes are there or not. When the
hotel promises a 5 star luxury services the management staff make sure that they fulfil that
promise
Linen:- Special attention has to be given while selecting the linen for various
applications in terms of not only the cost but also the quality, type and size. For example; the bed
sheets at hotel should have better finish and should be smooth and soft.
Laundry:- The starting cost of the equipment is high and then the cost of labour, labour
charges will add to the hotel operators. The staff who is part of this operation should have good
knowledge of the fabric and should be well versed with the process involved in it. Any damage
can bring complaints from consumers and thus can impact the image of the organisation.
TASK 4
4.1 Revenue management activities to maximise rooms profit.
If any hotel wants to earn more profit through occupancy they have to sell the right room
with the right price. Their success depends upon the techniques they used in order to maximise
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room occupancy. New software in the market are helping hotels in generating information about
the recent trends in this sector. They can use them to check whether tariffs are not exceeding the
general tariff set by the industry. Different policies can be adopted to maximise the room
occupancy and revenues. No cancellation policy has to be adopted or if they adopt this than they
should set some standards (Wang, 2012). For example; a customer has booked one room in Four
Season hotel through online mode. After few days he wants to cancel the booking so hotel
should accept his request but could deduct some amount. No show policy can also be considered
for maximising revenues and they should sell right room to right client with fair price.
4.2 Techniques of sales that can be used by room division staff to maximise revenue.
In this procedure a capable employees should be given opportunity who is well versed
with all the services offered by the hotel. He should be expert in negotiation in term of price,
payment of packages and this can increase profit. Staff who is given the duty of selling should
know sell techniques like bottom up, cross selling, top bottom and up selling. Up selling is a
techniques which is used by almost every big hotel in which they sell more than what client got
while booking. Hotel can upgrade or special treatments which are of their interest. They should
keep customers data so that they can regularly engage him through offers and discounts. They
have to implement good marketing policies so that they can gain new clients (Ivanov, 2014).
Advertising on different media platforms will also help give them new customers.
4.3 Importance of forecasting and statistical data within the rooms division.
Forecasting is the pre-assumption of the situation on the basis of figures, expectations and
marketing trends. On behalf of past result managers plan future actions and they analyse the
statistical data for preparing marketing strategies. In forecasting process advice of the expert is
taken and market surveys are analysed for judging the situation (Queenan, Ferguson and
Stratman, 2011). This process helps them in taking managerial decisions for upcoming
marketing and business strategies. If data which was used last year analysis was successful than
again that will be used for forecasting. If the results were nor they will try to look at the areas
where scope of improvement is there.
4.4 Calculation of rooms division performance factors to analyse the success of sales.
We will consider three type of room i.e., single, twin and double with numbers of rooms
available in the hotel. Price, beds and occupancy are also considered.
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Type of Room Rooms Available Price Beds Occupancy
Single 70 £60 70 50 occupied
Twin 65 £90 130 40 occupied by2
10 occupied by 1
Double 75 £90 150 30 occupied by 2
20 occupied by 1
Total 210 350 150 room (220
guests)
Percentage of Room Occupancy:- 150/210*100 = 71.42%
Percentage of Sleeper Occupancy:- 220/350*100= 62.85%
CONCLUSION
Through accommodation services hotels earn most of their profits and margin is high in
this. Different types of operations takes place in hotel and for that a large number of staff is
given responsibilities to mange those activities. Every employee engaged in the operation needs
to understand and value his role. For the success of Four Season hotel they have to maintain the
standards and each minute detail. Front office and housekeeping departments have to coordinate
with each other so that they could impress the guest coming in the hotel.
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