Room Division

Contents

Abbreviation page 3

Introduction: 4

1.1. Discuss accommodation and front office services for different organizations- 5

Front office: 5

1.2. Analyse the roles and responsibilities of a range of accommodation and reception service staff - 6

1.3. Discuss legal and statutory requirements that apply to rooms division - 7

1.4. Evaluate services provided by the rooms division in a range of hospitality business - 8

Front office department - 8

Housekeeping - 9

2.1. Assess the importance of the front of house area to effective management - 9

2.2 Discuss the key aspects of planning and management of the front of house area for given hospitality operation- 10

2.3 Critically discuss the key operational issues affecting the effective management and business performance of the front office area for a given operation - 11

Diversity of work force: 11

Increase in use of technology: 11

Security: 12

Greening of hotels and guest rooms: 12

Staff turnover: 12

Skill of staff: 12

Low pay: 12

3.1. Assess the importance of property interiors and design to effective management- 13

Importance of hotel interior design: 13

Colour: 13

Pattern: 14

Texture: 14

Floorings: 14

Furniture: 14

Lighting: 15

Heating and ventilation: 15

Flowers: 15

3.2. Discuss the critical aspects of planning and management of the accommodation service function for given hospitality operation- 15

Building regulations approval: 16

Other approvals: 16

Health and safety: 16

Restaurant and cafe: 16

Pest control rules: 16

3.2. Analyse the key operational issues affecting the effective management and business performance of the accommodation service function for a given operation - 17

Staff turnover: 17

Peoples needs and demands: 17

Technology: 17

Environmental issues: 17

Outsourcing: 18

Change and law and regulations: 18

4.1. Perform revenue/yield management activities to maximise occupancy and rooms revenue - 18

Market segmentation: 18

Adoption of marketing strategy: 18

Creating brand image: 19

Pricing strategy: 19

Personal relationship: 19

4.2. Discuss sales techniques that room's division staff can use to promote and maximise revenue - 19

Corporate account holders: 19

Travel agents and tour operators: 19

Business customer: 20

Promotional price: 20

Advance booking: 20

Sponsorship: 20

Promote different department: 20

4.3. Discuss the purpose and use of forecasting and statistical data within the rooms division - 20

Forecast the performance: 21

Measure the performance: 21

Competitive advantage: 21

Team performance: 21

Stay within the budget: 21

Decision making: 21

Debtor analysis: 21

4.4. Calculate rooms division performance indicators to measure the success of accommodation sales - 21

Front office reports: 22

Standard room reports: 22

Housekeeping reports: 22

Conclusion: 22

Bibliography - 23

Appendix: 24

Appendix 1: 24

Appendix 2: 25

Appendix 3 - 25

Appendix 4- 25

Appendix 5- 26

Appendix 6 - 26

Appendix 7 - 27

Appendix 8 - 27

Appendix 9- 27

Appendix 10- 28

Abbreviation page

FOH -Front of house.

FO -Front Office.

FOM -Front office management.

DND - Do not disturb.

AE - Average expenditure.

Ravper - Revenue per room.

ARR Average room rate.

B&B -Bed and breakfast.

VC - Vacant clean

VD - Vacant dirty

OCC - Occupied

PU - Pick up

OO - Out of order

EN - Early check-in

LO - Late check-out

Introduction:

As a part of my course of Strategic Hospitality Management project assessment is in the Rooms division operations