NAME: MANISHA TIMALSINA COLLEGE: MILLENNIUM CITY ACADEMY

UNIT: ROOMS DIVISION OPERATIONS COURSE: BTEC HND IN HOSPITALITY MGMT

LECTURE:
It is the world of hospitality operation and management including service about how
to achieve business excellence. Room division operation includes different departments
related with care, provision and selling of the rooms which covers housekeeping, front office,
reception, front house, linen and laundry, telephone operator, doorman, mail and messages,
concierge, valet and butler (John and Brown, 2003). As we know accommodation includes
type of services which helps for staying that consists of hotels, motels, clubs, cruise liners and
hospitals with different range of facilities. It provides bedroom, suite, apartment, cabin and
hospital wards for guest to enjoy and entertain. The range of accommodation service includes
the different of housekeeping and maintenance. Different organisation does have different
way and style and accommodation and service to fulfil guest requirement. Reception is the
place within hospitality operation management which makes first interaction with guest. The
roles and responsibilities of staff regarding housekeeping includes planning, providing,
serving, cleaning rooms, public areas, supplying anything required, managing laundry and
day cleaning, providing comfort and recreation, preparing documentation and record keeping,
manage floral management, ensure health, safety and security, make everything looks good
with nice furnishing and refurbishment to ensure accommodation environment encouraging
occupancy by housekeeper, wardens, matron and domestic service manager (Allen, 1990).
On the other hand maintenance always try to provide quality service regarding, providing
adequate hot and cold water, heating, lightening, ventilation, repairing, toilet drainage,
management of fitting and furniture by staffs like electrician, plumber and joiner etc. The
staff related with accommodation service should play vital role to provide quality service
with best welcoming environment. Likewise reception service includes the front of house and
reception area of an accommodation. The front area of accommodation involves reservations,
reception, uniform service, telephone, night audit assistance and business centre management
and cashier. In this department the staffs helps to take reservation, monitor booking,
determine rooms rates based on the selling tactics of hotels, process cancellation and
modification, communicates reservations information to front desk and prepares letter of
confirmation. (Devan, 1999).The staff of reception help to maintain high profile with guest
prepare guest arrival, check reservation, great guest, assign suitable room, check guest
methods of payment and history as well as check VIP rooms. As each and every business is
driven by at, laws, rules and regulation, so the room division operation and operators should
follow health and safety rules, consumer law, data protection, price tariffs, records on
immigration and foreign guest with diplomatic privileges. In the hospitality industry for
NAME: MANISHA TIMALSINA COLLEGE: MILLENNIUM CITY ACADEMY
UNIT: ROOMS DIVISION OPERATIONS COURSE: BTEC HND IN HOSPITALITY MGMT

LECTURE:
example in an organisation related with service sector management should provide extra
offering and benefit to maximize organisations welfare by providing best accommodation
and reception services according to development of an organisation for guest with special
fulfilment of demand. (Bransow and Lennox, 1998)
Front of house area is the initial impression of guest with first sight when entering the
building which includes interior design, colour schemes, patterns, feeling of luxury and
warmth, standard of appearance, cleanliness, comfortable setting areas like tables, lambs,
cushions, relaxing atmosphere, separate area for business work with computer while having
coffee for creating business to increase customer satisfaction and expectation (Fellows,
1987). Even it includes flowers, plants, heating, lightening, ventilation and security. It shows
overall impression to guest whether the organisation has effective management and business
performance or not? It is important because it gives total outlook from outside which helps to
find out the quality of service. It tries to give information about the service, sales,
administration, rooms and overall outlook of accommodation and facilities the guest going to
have in the hotel. The factors like quality service, categories of accommodation, outlook at
first impression, luxury facilities and natural feeling matters at staying will help guest to feel
home away from home. It is very hard to plan and manage well furnishing of front house area
which cost a lot and need innovation with innovative ideas to create best possibility of
showing excellence at first sight. It is very hard to find out the matching between various
components in case of colours, design, luxury, appearance and mixing them to show standard
outlook which will easily catch eyes of customers. Hospitality operation always related and
can be measured with reliability, quality, consistency, availability and possibility of
excellence service within given period of time at right place. While maintaining good
outlook, the front of house area is directly related with money making by practicing of best
accommodation outlet. It will directly or indirectly affect sales figures an turn over. Even it
helps to cover the daily total sales made from different department and money spends to
maximize the profit (Dix and Baird, 1998). For example, a sales campaign may aim to
increase floor service sales from 5% of daily of taking to 7% which matters a lot. It focuses
on bad debt, methods of payments, budgeting, operational reports, marketing and sales, HRM
and quality to increase business functioning and operation. It is also determined by how
business is going on with effective management and business performance of front office
area for a given operation. (Allen, 1990).
NAME: MANISHA TIMALSINA COLLEGE: MILLENNIUM CITY ACADEMY
UNIT: ROOMS DIVISION OPERATIONS COURSE: BTEC HND IN HOSPITALITY MGMT

LECTURE:
Accommodation service functions directly or indirectly provide contribution for
effective management and business performance. It is affected by organisations culture,
outlook, behaviours of staffs, quality of service, responsibility, comfort, size, type, location,
respect, giving a feeling of confidence and secure, solve the problem easily, set up
welcoming atmosphere and politeness, reliable service, maintain high standard of cleanliness,
good supervision, highly trusted working environment, knowing rules of safety and security
and so on. Properly interiors and design help significantly for effective management as it
explains about decoration and furnishing of premises (Abbott and Lewry, 2002). For
example, putting marble floor all around the hotel, it helps for well furnishing and add value
to business with comfort setting by using cushions, curtains, loose covers, bedspreads, quilts,
pattern, colour and textures. All these factors help for comfort, warmth and find out
requirement what is missing to show good look with minimum budget use. Hospitality
operation should be well managed and performed to provide quality service to gain trust of
customers. The critical aspects of planning and management of accommodation service
functioning might be determined by the organisations capacity, reliability and culture for
providing good lodging and food with service orientation. It directly focuses on the quality of
service the organisation will provide as per time. The operation issue related with business
operation of accommodation for service might be the gain made from by providing care and
protection of an environment with best use of equipment and cleaning materials which will
prevent further damage for example, biodegradable agent. The hotels should have to work on
behalf of environment by maintaining consumerism and environmentalism. (Braham, 1993)
Yield management try to give the maximum profit by using cost cutting technique
with maximum use of resources. This technique helps to find out the actual sells made within
certain period of time. The final sale calculation and revenue on will be calculated by sales
departments managers. The staff of organisation should have good skill to sale and motivate
guest for achieving high yield. It is related with marketing and selling for generating new
business. For example, room for group tours, functions and for conventions. The yield
management do have cost cutting technique like offering of seasonal package, aware of sales
activities of competitors, promotion of sales, publicity, co ordination of reservation and
determination of target customers (Bransow and Lennox, 1998).The range of sales
technique might be low to high and high to low. It depends upon the types of rooms the hotel
has as like deluxe, high deluxe, top bath, single as well as double. Even the price will be
different according to room service and facilities. To find out actual sales, the organisation
NAME: MANISHA TIMALSINA COLLEGE: MILLENNIUM CITY ACADEMY
UNIT: ROOMS DIVISION OPERATIONS COURSE: BTEC HND IN HOSPITALITY MGMT

LECTURE:
can use daily recording of transactions by using daily trading report. It tries to find out daily
total sales of each department with showing amount spent and major activities. Even financial
activities will be recorded in the guest ledger and city ledger. The various reports on financial
information might be known by cashiers report for each shift by adding different days sales
with the help of computer. The purpose of forecasting statistical data will help to maximize
room sales in the future as how the business is going today and the scenario in future. It tells
which area is strong or weak to cover the making wider sales earning (Allen, 1990).
Room division operation includes different departments which are interlinked and
interdependent to provide excellent service and hospitality to the targeted customer where
good accommodation with different availabilities of reliable service matter a lot as well as the
positive attitudes of staffs at workplace influence and adds value to the business for the
upgrading and promoting hospitality management.
BIBLIOGRAPHY
1. Branson J. and Lennox M. (1998) Hotel, Hostel and Hospital Housekeeping (5
th
Edition),
Hodder and Stoughton Publication
2. Fellows J. (1987), Housekeeping Supervision (1
st
Edition), Pitman
3. Hatfield D. and Winter C. (1990) Professional Housekeeping, Stanley Thorne
4. Baker, S., Bradley, P. and Huyton, J. (2000), Principles of Hotel Front Office Operations,
Continuum, London
5. Braham, B. (1993) Hotel Front Office, (2
nd
Edition), Stanley Thornes (Publishers) Ltd.
Cheltenham
6. Dix, C., and Baird, C., (1998), Front Office Operations (4
th
Edition), Longman, Harlow,
Essex
7. Abbott, P. and Lewry, S. (2002), Front Office Procedures, Social Skills, Yield and
Management, (2nd Edition), Butterworth-Heinemann, Oxford
8. John, M and Brown, D (2003), Introduction of Hospitality Management (3
rd
Edition),
Prentice Hall.
9. Devon, S and Sons, C (1999), Hospitality Management and Practices (2
nd
Edition),
Prentice Hall.
NAME: MANISHA TIMALSINA COLLEGE: MILLENNIUM CITY ACADEMY
UNIT: ROOMS DIVISION OPERATIONS COURSE: BTEC HND IN HOSPITALITY MGMT

LECTURE:
10. Allen D, (1990), Accommodation and Cleaning Services: Operations- Volume 1 and
Management Volume 2 (Nelson Thornes, 1990)
11. Baker S, Topping S and Cullen S, Rooms Division Operations (Hodder Arnold, 1995)

INTERNET
1. Caterer and Hotelkeeper (www.caterer.com)
2. Green Hotelier (www.greenhotelier.com)
3. British Hospitality Association (www.bha-online.org.uk)
4. British Cleaning Council (www.britishcleaningcouncil.org)

THE END