Room Division Assignment Help
The services provided by the room division department is analysed in the study. The roles and responsibility of the reception staff is assessed in the study. The management issues in the hospitality services are identified in the study in details. The factors affecting the business performance of the hospitality services are analysed in details in the study. The relevant tools and techniques for maximizing the occupancy rate in hotel is assessed in terms of hospitality services. A suitable sales plan is prepared in the study for promoting the hospitality services and maximizing revenue. The purpose of analysing statistical data related to room division services is also predicted in the study.
LO1: Understanding of services provided by the room division department
Role of accommodation and front office services for different organisations
The front office and accommodation department of the hotel also deals with the fooding, sleeping facility provided to the guests. The employees in the accommodation department provides guest handling services by receiving the booking details of hotel rooms such as details of number of days of staying, type of room like single or double demanded by the guest. Buhalis and Crotts (2013, p.102) stated that the reservation system of the hotels are maintained by the front office staff for ensuring proper maintenance of records of the guests. The front office and accommodation services of the organisation used to be found at the centre point of the hotel for greeting the guests.
The front and accommodation service of Milestone hotels is responsible for checking in and out of the guests the hotel. church street hotel handles the reservation system by the front office section of the hotel. In Rudding park hotels, the employees in the front office department are also responsible for handling the message and taking the orders for food from the guest. Brotherton (2012, p.45) argued that front office department of the hospitality services are the main department, which is responsible for the hotel revenue. For example, Morley hayes hotels, Brighton hotels, Rudding park hotels in the UK used to maintain front office department for handling the guest’s query, and other services including laundry service order, meal order.
Analysis of roles and responsibilities of a range of accommodation and reception services staff
There are several staffs including receptionist, reservation supervisor, cashier and housekeeper.
The receptionist of the hotel is responsible for welcoming the guests. The receptionist of the hotels takes the booking order with the details of the guest. Sigala et al. (2012, p.11) mentioned that the receptionist of the hotel maintains the record of occupancy rate in the hotel for keeping the track of hotel revenue. The amendment to the booking as per the guest requirement is handled by the receptionist of the hotel. As the receptionist of the hotel is mainly responsible for greeting the guests of the hotel, the quality of service depends on the receptionist of the hotel.
The housekeeper of the hotels is responsible for maintaining hygiene and cleanliness within the hotel. Moutinho (2011, p.15) argued that the cleanliness in the hotel environment implies the quality of service to the guest. The housekeeper of the hotels has the responsibility of providing comfort and safety to the guests for maintaining the brand reputation of the hotels in the competitive market.
The reservation supervisor of the hotels handles the reservation system and monitors all the bookings taken by the receptionist and enters it into the database. The requested changes to the booking details are updated in the reservation system by the reservation supervisor.
The cashier of the hotels deals with the payment facility. However, some hotels used to allocate the task of payment handling to the reservation department.
Legal and statutory requirements applicable to rooms division operations in the UK
The room division and operation management in the hotel industry needs to satisfy the health and safety of the guests, recycling of the hazardous material, data protection, proper dissemination of price and tariff details to the guests and compliance with the existing law in the UK.
The room division services in the UK is required to comply with the health and safety act of the UK. Chang et al. (2011, p.814) argued that the health the safety act in the UK ensures the healthy environment in hotels for employees as well as guests. On the contrary, the hotels used to maintain compliance with the data protection act 1998 by keeping the privacy of the guest details. Tsang and Hsu (2011, p.886) suggested that all the relevant information collected from the guest including name, address, date of birth, email id would not to be shared with other organisations for data protection. The room division operation of the hospitality industry is responsible for the hazardous waste management for complying with the existing hazardous regulation of the UK. for example, the materials like detergent, waste oils, pesticides, air fresheners are most common hazardous substances used by the hotels and it requires to be properly managed by recycling.
The booking tariff details of the hotels are required to be disclosed to the guests properly by the room division operation of the hospitality industry. The price and discounts on the number of room booking and number of days staying in the hotels are required to be disclosed by the room division operation for transparency in the system. However, the fire regulation of the hotel premises is also required to be according to the safety standards.
Evaluation of services provided by the room division in at least three different hospitality businesses
The Morley hayes hotel has maintained separate department as front office and housekeeping for proving the room division service to the guests. The housekeeping service of the hotel maintains the cleanliness within the hotel premises. The front office of the hotel takes booking order from the guests and provides the sleeping facility to the guests.
The Milestone hotel in the UK have quite similarity with the room division operation with Morley hayes. The room division services in Milestone hotels have separate division of front office, housekeeping and reservation. The front office of the hotel is handled by the cashier and receptionist for providing services to the guests. On the contrary, the reservation system of the hotel enters all the details of the guest including the booking details into the database. The housekeeping department of the hotels provides the laundry services, room cleaning services to the guests.
The room division department in Rudding park hotel in the UK is responsible for resolving the guest queries, booking room for the guests. However, the responsibility for quality management and cleanliness in the hotel environment is vested upon the room division staffs of the hotels.
LO2: Impact of contemporary management issues on the effective management and business performance in the front house area
Assessment of importance of the front of house in Intercontinental hotel
The front of house in Intercontinental hotels provides the guest assistance services in addition to food and beverage services, and accommodation. The front office of Intercontinental hotel makes the proper coordination among the departments and handles the cash receipts from the guests. The query details of the guests are also resolved by the front office staff of the Intercontinental hotels. Harrington and Ottenbacher (2011, p.442) cited that room division department of the hotels is responsible for the quality management of the hotels, as it is in directly tough with the guests. The front of house department of Intercontinental hotel has separate division including reservation, reception and cashier. The reservation division of the front house takes the booking order from the guests by providing appropriate reservation form and enter it into the system database. The reception division of Intercontinental hotel greet the guests and explain the varieties of services offered by the hotel. All the enquiries over the internet and walk in customers are handled by the reception division. On the contrary, the cashier of intercontinental hotel handles the cash management service of the hotels. The payment received from the guests is updated into the system database by the cashier on daily basis.
Key aspects of planning and management of the front of house area for a given hospitality operation
The planning and management for the front house area of the hotels ensures effective point of sales management, design and ambience maintenance, guest complaint management by computerised reservation system and guest management services.
Pullman and Rodgers (2010, p.178) mentioned that the planning and management requires effective handling check in and checkout services to the guests of the hotel. The management of reservation system is required to specified in the planning and management of hotel industry. The effectiveness of the reservation system is ensured by updation of early check in of guests and delayed check in of guest in the reservation system. The planning and management for the front house area determines the timing of early and delayed check in of the guests and room status report. Wang et al. (2012, p.121) argued that the management of the guest complaints regarding the hotel services are also an integral part of the hospitality services. For example, Intercontinental hotel in the UK provides the feedback form to the guests for collecting the responses from the guests of the hotel.
The planning and management for front house area determines the design, ambience and cleanliness of the hotel environment. The interior and exterior design of the hotels is determined in the planning and management for front house area of the hotel. Han et al. (2010, p.326) cited that the design of the hotel ensures the ambience of the hotel. The strategies are implemented through effective planning and management for protecting ambience of the hotel in the competitive environment. Intercontinental hotel in the UK made effective planning for color, music, flowers, lighting for establishing ambience of the hotel. The cleanliness in the hotel environment is also ensured in the planning and management. The cleanliness is achieved by the regular maintenance of the hotel premises, regular inspection of rooms and washing of the floors, clothes in the hotel rooms.
Critical discussion on the operational issues affecting the effective management and business performance of the front office area for the operation
The operational issues of the hotel are identified by the higher degree of customer satisfaction, quality management, sales and financial management of the hotels. Ariffin. and Maghzi (2012, p.191) supported that the achievement of higher level of customer satisfaction is attained by effectively managing the front office area services of the hotel. Intercontinental hotel deals with the front office operation by greeting the guests, resolving the customer query for getting higher level of customer satisfaction. Ye et al. (2010, p.661) criticized that the ambience of the hotel determines the customer satisfaction. However, it can be inferred that effective relationship management with the customers provides the higher level of customer satisfaction.
The quality management by the hotel industries is captured as the operational issues faced by the business organisations operating in the hotel industry. The quality management by the total quality management system in the front office area is introduced by Intercontinental hotels in the UK.
The effective front office operation management increase the sales volume of the hotels. The increase in the sales volume is achieved by providing efficient fooding, accomodation services to the customers. The increase in sales volume of the hotel enhances the financial strength of the company in turn.
LO3: Factors contributes to effective management and business performance in the accommodation service function
Assessment of the importance of property interiors and design to the effective management of a chosen hotel
The property interior design determines the design of the hotel room inside. Han and Kim (2010, p.661) cited that the interior property design signifies ambience of the hotel. The property interior design of the hotel includes the color, shape, pattern of the hotel room, which attract the customers and provide the competitive advantage in the market. Morley hayes hotel in the UK have been focussing on the interior property design of the hotel for maintaining the ambience in the hotel premises. However, Tsang and Hsu (2011, p.886) argued that the effective management of the hotels establishes the brand image and ensures quality in the competitive market by maintaining effective interior property design. The interior property design of the hotel attracts the customers in the market and provides increasing sales volume in the present business environment.
The property interior design of the hotel includes design of the room, lighting, heating facility, efficient use of space within the hotel. The design of the room in Morley hayes is done by the skilled and well-experienced decorator for getting attention of the customers. The well decorated interior design of the hotel provides Morley hayes competitive advantage in the market.
Analysis of the critical aspects of planning and management of the accommodation service function for a small boutique hotel giving examples
The small boutique firm like the church street hotel in the UK has been facing critical issues in accommodation services regarding its lien management, room maintenance and interior decoration. The lien management in the small boutique hotels like church street hotel is done by providing special attention to quality. The lien management is done by Church street hotel by maintaining anti-allergic bedding facility, pest control, security and safety for the guests. Yang (2010, p.610) suggested that although the lien management in the small boutique hotels incur high cost at the beginning, it helps to increase the quality and retain customer for long term.
The room maintenance is another technique adopted by small boutique hotels for attracting the customers in the market for ensuring quality of service. Heo and Lee (2011, p.244) criticized that small boutique hotels in the UK are lagging behind from the five star hotels in terms of interior design of the hotel room. The interior design of the hotel requires huge investment at the beginning. However, church street hotel in the UK has taken initiatives for interior design of the hotel for getting competitive advantage in the market.
Analyse of the key operational issues affecting the effective management and business performance of the accommodation service function for a given operation
The small boutique hotels in the UK face the operational issues in terms of marketing and promotional activities at present business environment. Church street hotel in the UK suffers from the sales growth for lack of effective promotional and marketing strategies. The promotion of small boutique hotel through the promotional channel like social media, or newspaper is rarely found by the customers at present. As a result, the customers are unaware about the services offered by the small boutique hotel. Buhalis and Crotts (2013, p.125) argued that the five star hotel differs from the small boutique hotels in term of ambience. The compliance with the standard of services is the main operational issues faced by Church street hotel at present. The quality of the services in terms of cleanliness and hotel room maintenance are affecting the operational performance of Church street hotel in the UK. Hence, it can be inferred that the non-compliance with the quality standard, cleanliness, room maintenance, and the lack of promotional activities are the main operational issues faced by Church street hotel and effective management is required to deal with these operational issues at present.
LO4: Application of techniques to maximise and measure occupancy and room division
Revenue or yield management activities to maximise occupancy and rooms revenue
The yield of the hotels is measured by the yield calculation. The yield of the hotel is measured in terms of actual revenue and the potential revenue of the hotel. Brotherton (2012, p.32) stated that the potential revenue of the hotel is assumed to be the revenue, which would be generated by selling total number of rooms of the hotel at rack rate. Hence, the yield of the hotel determines the percentage of expected outcome achieved by the hotel within a particular time. The yield management of hotels includes group room sales, food and beverage activities, transient room sales and the special activities of the hotel.
The revenue management of the hotels help to achieve the higher customer satisfaction and the competitive pricing in the market. The competitive pricing strategy of the hotel determines the lower cost of the services in the present business environment.
Analysis of sales techniques that rooms division staff can use to promote and maximise occupancy and revenue
The sales of the hotels can be managed by adopting the varied tariff plans in the operation. The selling techniques including negotiated rate, overbooking, handling no show are introduced by the business organisations in the hotel industries for getting competitive advantage in the market. The negotiated rate techniques can be adopted by the hotels by introducing seasonal packages to the guests. However, Moutinho (2011, p.12) mentioned that the discounts on the repeat service availed guest can also be introduced by the hotels for getting competitive advantage in the market. The overbooking of the customers may be taken by the hotel because the guest may cancel the booking in future. Hence, overbooking of rooms will provide the increasing sales to the hotels. The no show of the guest incurs due to the cancellation of reservation and the hotel is required to charge penalty on cancellation for increasing revenue and improvement of service.
Sales plan showing techniques that rooms division staff can use to promote and maximise revenue
|Type of room||No of rooms||Price (£)||Beds||Occupied|
Table 1: Sales forecast for hotels
(Source: As created by Author)
|Occupancy percentage (%)|
|single room occupancy||90.00|
|double room occupancy||91.67|
|twin room occupancy||80.00|
|Average room rate||76.33|
Table 2: Occupancy rate and average room rate
(Source: As created by Author)
According to the depicted table above, it reveals that the average room rate of the hotels for generating revenue requires to be 76.33% for earning profit in the competitive market. However, the single occupancy rate, double room occupancy rate and the twin room occupancy rate of the hotel is estimated as 90%, 91.67% and 80% respectively.
Analysis of the purpose and use of forecasting and statistical data within the rooms division
Forecasting is a technique to predict the sales revenue and dreamed of the services by using effective tools and techniques. Tsang and Hsu (2011, p.812) argued that the various forecasting techniques like historical room booking model, advanced room booking model and combined room booking models are used by the business organisation in the hotel industry. The prior estimation of the demand and sales of the hotels increases the sales volume and eliminates the chance of cancellation of the reservation at the end. Harrington and Ottenbacher (2011, p.441) stated that the occupancy rate, price of the room and demand of the customers in the market can be estimated by the statistical forecasting techniques. All of the forecasting models applies regression analysis to estimate the demand in the market. The seasonal demand for the hotels is often estimated by the management and discounts are offered to the guest. As a result, higher sales revenue is achieved by the business organisations.
Analysis of rooms division performance indicators and statistical data you would use to measure the success of your accommodation sales
As mentioned by Han and Kim (2010, p.661), analysis of the room division are measured using indicators like average sleeper rates, average room rates and sleeper occupancy rates. All these indicators determines the performance based on the total number of rooms available, total number of rooms sold and beds sold. In this context, Ariffin and Maghzi (2012, p.192) cited that these room division performance indicators determine the performances relating to revenue. The statistical data that would be used for the success of accommodation sales include room occupancy percentage and double occupancy percentage.
Room occupancy percentage
= (Rooms occupied/ Total rooms) * 100
Double occupancy percentage
= (Double Rooms occupied/ Total double rooms) * 100
The study analyses the roles and responsibilities of the accommodation and reception in the hotel industry. It is found that the customer welcoming, reservation handling are the major functions of the room division department of the hotels. The legal and statutory requirement of the hotels are to be complied by the business organisation in terms of data protection, health and safety preservation and pest control for the environmental sustainability. The forecasted sales of the hotel are also estimated in study. The importance of front house area is also assessed in the study. It is found in the study that the property interior design determines the design of the hotel room inside. It is evident from the study that the interior property design signifies ambience of the hotel. The property interior design of the hotel includes the color, shape, pattern of the hotel room, which attract the customers and provide the competitive advantage in the market. A suitable sales plan is prepared in the study for maximizing the sales revenue and occupancy rate. The purpose of forecasting is also explored in details in the study.