Rooms Division operations management

Contents
Introduction......................................................................................................................................3
Task-1...............................................................................................................................................3
1.1 Discussing accommodation and front office services for different organizations.................3
1.2 Analyzing the roles and responsibilities of a range of accommodation and reception
services staff in the Milestone Hotel............................................................................................4
1.3 Discussing legal and statutory requirements that apply to rooms division operations in the
Milestone Hotel...........................................................................................................................4
1.4 Evaluating services provided by the rooms division in a range of hospitality businesses....5
Task 2...............................................................................................................................................6
2.1 Assessing the importance of the front house area to effective management.........................6
2.2 Discussing the key aspect of planning and managing of the front of house area for a given
hospitality operation....................................................................................................................7
2.3 Discussing the key operational issues affecting the effective management and business
performance of the front office area for a given operation..........................................................8
Task 4...............................................................................................................................................9
4.1 Performing revenue/yield management activities to maximize room occupancy and room
revenue.........................................................................................................................................9
4.2 Discussing sales techniques that rooms division staff can use to promote and maximize
revenue.........................................................................................................................................9
4.3 Discussing the purpose and use of forecasting and statistical data within the rooms division
...................................................................................................................................................10
4.4 Calculating room division performance indicators to measure the success of
accommodation sales.................................................................................................................11
Conclusion.....................................................................................................................................12
References......................................................................................................................................13

Introduction
The place that is offered to travelers is denoted by accommodation. Traveler can do specific task
for specific time that is referred as accommodation. Front of house area deals with client directly
and they are responsible for handling orders of customer. The front house area is the tools for
generating profit for hotel becaue it create impression for the customer. By seeing front house
area customer will be attracted. The accommodation and front office service and the necessity of
it described here. The law relating to accommodation is described here. Roles and
responsibilities of front house area are described here.

Task-1
1.1 Discussing accommodation and front office services for
different organizations
All kinds of organizations don't arrange same kind of accommodation services, and all kinds of
organizations don't manage same types of greeting services in the front side of the office. In
hospitality organizations which include hotel business, restaurant business, and other types of
service businesses, the organizations offer the sleeping places and scopes to the guests, where
sometimes, the organizations provide certain places to people to use for a fixed period, and there
may be other type facilities like offering seat position in a journey (Ball, Kirk and Lockwood,
2003). All those facilities given by hospitality are the examples of accommodation services.
Front-office is the place from where customer can get any type of information and help regarding
the organization. People who are positioned in the greeting place of the organization deal with
clients to ensure guest satisfaction by giving information, by recording complaints, by expressing
notices, and by fulfilling the necessity of the guests. Hospitality organizations must have
reception unit, and reception services. There are many similarities and dissimilarities among
several organizations regarding accommodation and greetings services. Hotels and restaurants
offer many types of greetings services like allocating rooms, offering guards, publishing
messages, and managing cash. Unlike hospitality, distinct types of organizations offer different
types of accommodation and reception services. Educational institutions may offer residential

hostels for the students, and offer getting information, forms, and all needed resources (Ball,
Kirk and Lockwood, 2003). This accommodation and reception services can be various types in
various organization in the world.

1.2 Analyzing the roles and responsibilities of a range of

accommodation

and

reception

services

staff

in

the

Milestone Hotel
There might be much difference among housing and greeting service personnel in various
organizations, where the duties of the personnel depend on what is range of the organization,
what benchmark the company follows, how the company is organized, and what are the
objectives of the organizations. The Milestone Hotel's lodging and greeting service personnel can
be categorized by distinct role they have, and may have lots of departments to provide those
services to the guests (Rutherford, 2002). Different employees may have different types of roles
to play by their position in the division. The roles to play by the superintendent of the department
are fixing and monitoring personnels time table at work, considering the policies of the
organization in the personnel's work, ensuring the maintenance of the benchmark. The
receptionist of the Milestone Hotel has several types of roles to play such as giving greetings to
the clients, allocating sleeping places to the clients, recording the information of clients, being
ready to give needed information by the clients (Paige and Paige, 1977). the housekeeper of the
Milestone Hotel of United Kingdom has many types of duties and roles to play in the
organization such as ensuring the purity which is the main factor to attract the clients by growing
up goodwill, and by getting the increment on the clients number of the organization, maintaining
sleeping places with goo standard, ensuring supper environment in the hotel, keeping in a good
position the outside of the hotel.

1.3 Discussing legal and statutory requirements that apply

to rooms division operations in the Milestone Hotel
There are some legal & statutory necessities in the Milestone Hotel located in United Kingdom,
and the hotel should, and sometimes must follow those in the process of maintaining the hotel.
Some common practices must be maintained in the hotel, which are supplying exact database
about room facilities to the clients of the Milestone Hotel, performing everyday operational job

like keeping the rooms dirt less, ensuring the security of cash, ensuring safety of the guest's
resources. There might be some laws which must be followed by the Milestone Hotel of United
kingdom. The most important act influencing the Milestone Hotel's allocation of sleeping places,
and other places, and which is 'Health and Safety Main Act HASAWA, 1974', where It is
showed that all types of stakeholder such as personnel, mangers, and clients of any organization
will be under supervising regarding their health and security (Boella and Pannett, 1999). There is
much possibility of being sufferer with many disorder in the Milestone Hotel by managers,
personnel, or other people, and so, they must be kept in safety situation by providing all
necessary resources and coaching. There is a need for ensuring fire service management in the
Milestone Hotel to avoid any negative happening. The infrastructure must be modernized by
resources and techniques like smoke preventing, alarm of combustion, and materials to be safe to
prevent the huge loss or to avoid firing in the organization. There is an act regarding the safety of
the information of clients, which is 'Data Protection Act, 1998'. Everything regarding clients
should keep in hidden places, and there is an obligation not to spread those to outside people
(Boella and Pannett, 1999).

1.4 Evaluating services provided by the rooms division in a

range of hospitality businesses
The sociability business has a great history. This business was popular from very ancient times in
this world. But, the definition of this business is now more developed worldwide, and the
growing tendency is continuing. In previous time, the objective of this business was to ensure the
fundamental demands of the people when they were outside of the home. Nowadays, the
hospitality business is offering everything legal and possible by the company to the clients
(Prideaux, Moscardo and Laws, 2006). There is a arrangement of offering low expenditure to
take service from the company with the scope of getting best and gorgeous services and
resources from the company like the Milestone five star hotel of United Kingdom. In the
Milestone, guests have the facilities of good foods, the scope of entertainment and sporting, the
scope of using pool, the advantages of technology, and the other things the clients demand
(Prideaux, Moscardo and Laws, 2006). There may be arrangements of providing health services
and beauty care services to the clients of the Milestone hotel. All facilities provided to the guests
will be beneficiary for the Milestone Hotel in getting the financial return from those tasks in

future, and thats why, all hospitality related organizations are trying to offer new features to the
guests with so many advantages by the consequences of lots of investigations among the
customers of those organizations.

Task 2
2.1 Assessing the importance of the front house area to
effective management
For any business front of house is plays significant roles. Front of the house is the place by
which management can generate revenue and by this front of house area customer will be
directly dealt.
In hospitality term front of house is the area where at time of arrival guest are welcomed. First
impression relating to establishment is offered by front of house area.
For the business front area of the house is very significant because it creates environment in front
office that is friendly for the customer. The environment will be warm and clean because of this
front of house area (Hurysz, 2014). Milestone hotel create luxurious and perfect destination for
the visitors and travelers who are their customer.
For example Milestone is the best stylish house hotel arrival. Milstone customer approach
patrician house in golden stone by lawns. Their building is awsome and setting is perfect before
remodeling. There is fabulous central atrium and with roof. This settings will work as front house
area for attracting customer.
To give cherished experience to the guest with design related to exterior and interios hotel can
produce this best service to the traveler and customer. The employees of the Milestone is friendly
and always helpful for the customer. This this service Milestone can attract the customer and it
will give them profit.
Stages of customer transaction relating to different services:

Reservation of room
Check in the available room and register

Correspondence and exchange information

Luggage transporting
Messaging
Account management of customer
Paying bill after checking out

The process begins with reservating room over the phone and internet. When the guest come to
Milestone hotel they will be welcomed and someone will carry the luggage. Staffs of front offcie
will check in the customer and key will be given to them for specific room. Throughout the
process the staffs will be regarded to help the customer.
Before leaving the hotel the staffs will check out for payment of room rent and other service
while living in the room.
All of the services are front of the house related service. Milestone gives the service best because
this will give them revenue. For good service the customer will be back for next travel so
customer will be increased. So it can be said that front of the house area is important for business
revenue of Milestone hotel.

2.2 Discussing the key aspect of planning and managing of

the front of house area for a given hospitality operation
First impression of the guest is based on the thing or matter what they see first time when arrive
in every business.
Key aspect of planning and managing front house area is given below:
Designing: In orde to gain success in business design of the place plays important role.
Investment is given by Milestone hotel to make the corner of heaven in order to make it glamour
like todays look. Desining of front house area is the way to impress the customer for their
service and this service will make the guest come back to the service of Milestone. Milestone
creates perfect impression when the custome use their service first time and the standard is
maintained by Milestone every time when the guest come back. Milestone designed the hotel
taking the inspiration from its beautiful environment and contemporary twit.

Creating image: In order to make perfect hotel every busines need best location, external and
interior intend. Custom and magnificence will be needed for this purposes. Milestone belongs to
all of the requirement. There is old building having charm and the elements are combined with
luxury of the present time. In Milestone hotel image of magnificence is maintained and there is
welcoming environment. All of the facilities denotes perfect destination for the guest.
Sanitation: If in any hotel there are high standards, place must be clean. For the future customer
clean surroundings are decisional factors. In Milestone hotel in terms of sanitation everything is
spotless (Wolak, 2011). Their lawns and outside environment, bedrooms are clean. For every
business like Milestone hotel sanitation standard and hygienic is necessary because it satisfy the
customer expectation.

2.3 Discussing the key operational issues affecting the

effective management and business performance of the
front office area for a given operation
Five star hotel services consists design, sanitation, surroundings and quality service. Design of
the hotel must be attractive and standard must be followed because improper design and standard
will make the hotel losing their customers. If the guest is welcomed in old style when they come,
it will be said that the hotel is not maintaining standard. The organization loses their customer
ultimately.
In the hospitality sector if any bad impression is made on the customer, the company will bear
great lose. To ruin any business word to mouth works as strong tools. So the front office must
offer friendly weather and warm speech when the new customer comes to gain business success.
If the image and layout design is not matched with the company standard Milestone will face
complain and refunding punishment (Xing, Xia and Dai, 2009). Free treats will be needed to give
to the customer to make the customer happy and to make the customer come back. For this
Milestone will need to cost money and the customer will frequently complain as per their habit to
get free service.
So these are the issues that affect effective management and business performance of Milestone
hotel described above.

Task 4
4.1 Performing revenue/yield management activities to
maximize room occupancy and room revenue
Organization selling accommodation gain success because of the techniques used to maximize
room occupancy. Revenue will be maximized if the right room is sold with right price. Hotels
use modern software to decide whether the tariff is not exceeding the general tariff proposed by
relevant industry. Latest information about change can be got by the company fast and accurately
by this software.
Milestone hotel can maximize room occupancy and revenue by implanting policy. They follow
no cancellation policy that tells that customer cannot cancel the booking without charges (Rouse,
Maguire and Harrison, 2011). As per organization policy the fee will be accommodation cost for
one night or the cancellation fees.
Milestone hotel can use no show policy that means the booking charges are non-refundable.
They can use juggling with room policy that will make revenue and it means to sell to the right
customer with right room at right price.

4.2 Discussing sales techniques that rooms division staff

can use to promote and maximize revenue
In order to maximize revenue competent employees are needed because they know everything
what the company gives services. Adroit Negotiation related to price and content for different
offer increase revenue and it helps to retain customer.
Top down, up selling are the sale techniques that can be used by employees to increase sales
revenue. Staffs can use cross selling and bottom up in order to increase sales revenue.
Up selling techniques denotes selling more that customer get at time of reserving of room. It can
be used by Milestone hotel to present other service such as packages and treats. Database of
client will help Milestone hotel to identify guests and it will help them to retain customer by
giving them offers and discount rates (Sarkis, n.d.). Retaining existing customers is important for

company and money is spent for them to retain. It is the tool of free advertising that will
maximize revenue.
Marketing strategy is the technique to be implemented to gain new customers besides existing
customers. Customer database will be improved by internet and media that will produce more
sales revenue for Milestone hotel.

4.3 Discussing the purpose and use of forecasting and

statistical data within the rooms division
Forecasting refers the techniques for estimating that is dependent on historical figures and trends.
Managers can use these techniques for planning future actions depending on past outcomes.
Milestone hotel has statistical data about past and the marketing strategies for future is based on
that data.

Forecastin
g
Statistical

Trend
Projectio
n

Trend &
Seasonal

Judgmental

Smoothin
g

Expert
Opinion

Market
Surveys

Delphi
Techniqu
e

Figure 1: Forecasting procedure

Forecasting is done to increase revenue. Staffs work is included in this procedure. Actual
statistical data is required to introduce ventures in the hotel business organizations. Revenue will
be generated by this data. The luxurious service given by company to the customer can increase
profit.

It can be assumed that the total bedding is one lakh. Then the occupancy rate of bedding will be
64%. In 2010 the profit was 12%. For this popularity of Milestone will be increased and in the
holidays is in peak time. The occupancy rate is 64% from various segments. Daily average rate
denotes revenues that are average by rooms occupied and the bed unavailable. The house area
was affected by 25% growth rate in 2010
In order to determine success and failure for last year Milestone use these statistical data.
Important managerial decision is taken depending on the forecasting. If it seems to use the
techniques used in last is efficient then the techniques will also be used this year.

4.4 Calculating room division performance indicators to

measure the success of accommodation sales

Performance indicator plays important role in generating revenue. The rank of hotel in
international market is shown by it. Room division performance indicator is calculated below:

Type of room

Total room

charge

Bedding

Number

of

Occupancy
50 occupied

Single room

70

50

80
40 occupied by 2

T
50

win room

70

100

20 occupied by 2

D
ouble room

4 occupied by 1

70

70

150

30 occupied by 1
170 room let(250

Total room

190

330

guests)

Percentage of room occupancy:

170
X 100 = 89.47%
190
Percentage of Sleeper Occupancy:
250
X 100 = 75.75%
330
Rate of Average Room:

11900
= 70
170

The price has been changed for twin and double room price so this choice is better to
offer in terms of rooms.

Conclusion
For hotel business accommodation sale works as the sources of income and profit. The activities
of various department and employees must be coordinated. The duties and responsibilities of the
worker will be understood by them properly. In order to sustain and follow standard Milestone
hotel needs to adapt to changes. Organization recently is investing more in training and
development in order to retain the customer and qualified employees. Front house area is
necessary for business success. Organizational front office should make good impression for the
customer who comes to the hotel first time.

References
Ball, S., Kirk, D. and Lockwood, A. (2003). Hospitality Operations. Cengage Learning.
Boella, M. and Pannett, A. (1999). Principles of hospitality law. London: Cassell.
Paige, G. and Paige, J. (1977). The hotel receptionist. London: Cassell.
Prideaux, B., Moscardo, G. and Laws, E. (2006). Managing tourism and hospitality services.
Wallingford: CABI.
Rutherford, D. (2002). Hotel management and operations. New York: Wiley.
Hurysz, M. (2014). Kardyna Edmund Dalbor a tace nowoczesne w odrodzonej Polsce. esdw,
(9), p.237.
Rouse, P., Maguire, W. and Harrison, J. (2011). Revenue management in service organizations.
[New York, N.Y.] (222 East 46th Street, New York, NY 10017): Business Expert Press.
Sarkis, J. (n.d.). Green supply chain management.
Wolak, A. (2011). What we do here is magic.
Xing, Y., Xia, Z. and Dai, J. (2009). Conservation and tourism development of house settlements
in Moso matriarchate in Lugu Lake area. Frontiers of Architecture and Civil Engineering in
China, 3(2), pp.204-210.