Room

Division
Operation
Management
Table of Contents
INTRODUCTION .......................................................................................................................... 1

TASK A: ......................................................................................................................................... 1

A: Legal and statutory requirements in relation to rooms division operations ........................... 1

B: Roles and responsibilities of accommodation and reception staff ......................................... 2
C: Services offered by rooms division for a wide range of hospitality businesses in relation to
accommodation and front office department ...................................................................... 3
D: Importance of the front of house area and the accommodation service to effective
management ........................................................................................................................ 4
E: Planning and management of the front of house area and the accommodation service to
effective management ......................................................................................................... 5
F: Main operational issues affecting the effective management and business performance of
the front of house area and the accommodation service to effective management ............ 6
TASK B: ......................................................................................................................................... 7

A: Explanation of revenue or yield management ........................................................................ 7

B: Analysis of sales techniques used for promoting and maximizing revenue........................... 7
C: Evaluation of the usage of forecasting and statistical data in the room division ................... 8
D: Description of performance indicators used to measure the success of accommodation sales
............................................................................................................................................. 8
CONCLUSION ............................................................................................................................... 8

REFERENCES ............................................................................................................................. 10
INTRODUCTION
There is very important role of room division operations management in the success of a
hotel organization, as it includes two major departments i.e. housekeeping and front office. The
following research report will be prepared in two parts. In the first part of the report, a research
on room division operations will be done. It will include key aspects of legislation and regulatory
requirements for room division operations, roles of section of staff, importance of effective
management, key aspects of planning and management, and operational issues in relation to the
room division operations including accommodation services and the front of house area will be
discussed.
Here, the case of organization has been chosen is Marriott Hotels and Resorts, which is a
subsidiary of Marriott International. It is a flagship brand of full service hotels and resorts and is
based in Washington D.C. Marriott Hotels and Resorts is continuously involved in the list of
Forbes’ best companies to work for. There are more than 3800 Hotels and Resorts across the
world, which are operating under the brand Marriott (About Marriott, 2014).
Further in the second part of the report, a research on the occupancy and income from
rooms will be done for the purpose of understanding important aspects of techniques for
measuring and maximizing them. The research will be done on the basis of given case scenario
in the question.

TASK A:
A: Legal and statutory requirements in relation to rooms division operations
There are a variety of legal and statutory requirements in relation to room division
operations for organizations like Marriott Hotels and Resorts. There should effective measures of
health and safety of the guests as well as of the employees in the organizations. It is one of
important legal and statutory requirements for the room division operations (Prideaux, 2006).
Further, there should be effective measures in the Marriott Hotels and Resorts for dealing with
various types of hazardous substances, which are specified as very toxic, harmful, irritant,
corrosive or dangerous. As the hazardous substance can have harmful impacts not only on
employees, but also on the guest and the society. Protective clothing should be used by the house
keeping staff of the Hotels and Resorts, so that proper safety of the guests and employees can be
maintained. The room division operations should be based on the consumer laws, so that

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customers can get appropriate and good quality services and products at Marriott Hotels and
Resorts.
There should be proper price and tariff display, so that the customers can get the products
and services at appropriate and reasonable costs at the Hotels and Resorts. Further, there should
effective measures for the protection of data and records in the hotel, so that the privacy of the
guest can be effectively maintained and essential information can be available at the time of
requirements (Hassanien and Losekoot, 2002). Further, privacy and safety of the customers
should be maintained properly in the Marriott Hotels and Resorts. For example, there should be
no use hidden cameras in the rooms of the hotels, though cameras can be installed in the galleries
and outside of rooms for the purpose of safety of the guests as well as for the security of the
luggage of guests and other items in the Hotels and Resorts (Hinkin, 2006). Along with all these
statutory and legal requirements, diplomatic privileges should also be considered in the Marriott
Hotels and Resorts.

B: Roles and responsibilities of accommodation and reception staff

There are a variety of roles and responsibilities of which are required to be performed by
the accommodation and reception staff. There should be sufficient number of staff available at
the reception to welcome and help the guests any time. There should be a facility of advance
reservations at the hotel organizations like Marriott Hotels and Resorts so that the customers can
book or reserve the required type of rooms in advance (David, 2005). Further, effective
management should be ensured by the accommodation and reception staff in the hotels and
resorts, so that effective and timely services can be provided to the customers. Concierges should
also be available at the hotel, which can effectively make a polite welcome of guest as well as
can maintain effective security in the hotel. The accommodation and reception staff should be
committed to provide their best services to the guests and there should be effective control on the
staff so that best service to the guests can be ensured in the Marriott Hotels and Resorts. There
should be an effective point of sale and reliable payments system, so that the customers can
easily make payment at the hotels or resorts.
The accommodation and reception staff proper arrangement for attracting and providing
best experience to the guests in the hotel from point of time of arrival of the customers at the
hotel to the departure of customers (Talwar, 2006). They may be in contact with the customers
even after leaving of hotels as well, for the purpose of enhancing experience of the customers
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with the hotel. Further it is a responsibility of the accommodation and reception staff to make
sure that an effective guest cycle is maintained at various including pre-arrival, arrival,
occupancy as well as at departure of the gust from the hotel. Further, it should also be ensured
that the interior designs are very attractive and good looking in the Marriott Hotels and Resorts
(Wen, 2010). The responsibility of the staff of the Hotels and Resorts also include maintenance
and privacy of records of guests. The occupancy rates in the Marriott Hotels and Resorts should
also be properly maintained and various offers and discounts should also be provided to the
customers time to time, so that the customers can be attracted. Proper safety and security of the
guests as well as their luggage is also one of the essential roles and responsibility of the
accommodation and reception staff.

C: Services offered by rooms division for a wide range of hospitality businesses in relation to
accommodation and front office department
There are a variety of services provided by the room division operations for different
types of hospitality business organizations. Housekeeping and maintenance in the Hotels and
Resorts is one of those services in relation to accommodation and front office department
(Barrows, 2008). These types of services provided by accommodation and front office staff
include making beds, tidying rooms, vacuuming, removing stains, washing floors, cleaning and
polishing toilets, bathtubs, mirrors, sinks, etc. Further, control on services provided by the staff
to the guest is also maintained by their supervisors in the Hotels. These services also include
decoration and furnishing inside the rooms as well as outside the rooms in the Marriott Hotels
and Resorts (Bharwani and Mathews, 2012). Along with this, effective accommodation
environment including cleanliness and safety is provided to the guests at the Marriott Hotels and
Resorts. The supplies and guests services are also very effective in the hotel and all the hotel of
the Marriott Hotels and Resorts brand have sufficient and good occupancy, so that better services
can be rendered to the guests.
The linen services and laundry services as well as cleaning services provided by the
accommodation and front office staff in the Marriott Hotels and Resorts are also very effective,
so they also plays effective role in the enhancing customer experiences there. There is no kind of
environment issues faced by the Marriott Hotels and Resorts, as they are supporting and making
contribution in the protection of environment (Hussain, 2012). Effective health and safety
measures as well as security to the guests and their luggage are maintained in the hotels. Further,
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the accommodation and front office department also maintains proper documentation and
records in the hotels, so that privacy and safety of the guest information about guests can be
maintained there. All these services should be not only provided in the hotels, but also in the
other hospitality organizations including restaurants with rooms, etc (Baker and Huyton, 2001).
All the hospitality business should identify that what type of services are required by the
customers and on the basis this effective arrangement should be made and services should be
provided by the accommodation and front office staff for the purpose of making best experience
of the guests at hospitality organization.

D: Importance of the front of house area and the accommodation service to effective
management
There is a very important role of front of house area and the accommodation services for
effective management within the hospitality business organizations like Marriott Hotels and
Resorts. The accommodation and housekeeping department deals with the cleanliness and
ancillary services in the organizations, which is very important for the purpose of effective
management in the hotels. Further, the reception staff makes a great impact on the perception of
the customers, as the customers firstly see and come to the reception of the hotels. As the
reception provide first impression to the customers, it is very important to have good look of
reception and appropriate staff at the reception so that effective management in the hotel can be
maintained (Hoque, 2013). The front of house area and the accommodation service are very
important for the creating and maintaining the reputation and popularity of hotels in the market
as well. Both of these departments perform various operations required for proper management
in the hotels such as welcome of guests, providing rooms to the guest, maintenance and
cleanliness of rooms, delivery of required products, services and information to the customers,
security of guests and their luggage, evaluation of services, etc (Kim, Ham and Moon, 2012).
Effective accommodation services and contact with customers is made with the help of the front
of house area and accommodation department, they help in effective management in the hotels.
Further, effective planning is very essential for effective management in the hotels and
the front of house area & accommodation service plays very significant role in proper planning.
The point of sale (POS) is also maintained by the front of house area, which have great role in
the management in the Marriott Hotels and Resorts. They also maintain security and night audit
as well as offer laundry services and comfortable environment to the guests within the hotels that
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is very important for effective management within the organizations (Fallon and Rutherford,
2010). Providing benefits of different types of innovative and latest technologies to the
customers is possible only with the front of house area and accommodation department, as both
of them have direct contact with the guest and helps in managing various activities in the
Marriott Hotels and Resorts. Further, effective management needs proper control and updating of
services; and the front of house area and the accommodation service plays very important role in
health and safety of customers, protection of their data, as well as pricing in the hotels
(Bardi, 2011). So that it can be said that both of these department are very important for the
effective management in the Marriott Hotels and Resorts.

E: Planning and management of the front of house area and the accommodation service to
effective management
Effective planning and management is very essential for the success of every department
of business organizations including Marriott Hotels and Resorts. There should be effective
planning and management of various services provided by the front of house area and the
accommodation department, so that effective management may be possible in the Hotels and
Resorts. There should be effective planning about the decoration and interior of the rooms as
well as for concierge in the hotels (Jones, 2002). Along with this, effective planning for the sales
and management in the Marriott Hotels and Resorts should also be done. It should be ensured
that effective leisure areas, linen and laundry, maintenance and self-catering equipment,
cleaning, environmental services, etc are provided to the guest for the purpose of effective
management in the organization. There should be effective planning for waste management and
use of technology; and along with this various consumer and building regulations should also be
considered at the time of planning and management of the front of house area and the
accommodation service for proper management in the organizations.
The visual impacts in the hotels and resorts should be attractive so that first impression in
the mind of customers can be made very well. Further there should effective care about the
selection of designs, layouts, colors, flowers, plants, cost of products and services, types of
products and services offered, etc, various types of issues faced in the management can be
reduced. Along with this, at the time of planning and management of the front of house area and
accommodation services, proper lighting, airflow, heating, cleaning and maintenance, security,
efficient use of available space, etc should be ensured for the purpose of effective management in
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the Marriott Hotels and Resorts (Ismail, 2002). Further, access to and mobility within interior as
well as suitability of the fabrics, furnishings & fittings should be included in the planning and
management of the front of house area and the accommodation service.

F: Main operational issues affecting the effective management and business performance of the
front of house area and the accommodation service to effective management
A variety of operational issues affect the effective management and business performance
of the accommodation service and the front of house area to effective management. These issues
may be of following types:
Financial issues: There may be different types of financial issues faced the hospitality
business organizations like Marriott Hotels and Resorts, which can affect the business
performance as well as effective management of the accommodation service and the front
of house area (Watson, 2008). For example, if there is lack of availability of finance, then
it will not be able to recruit new employees or purchase new technologies. It will lead to
affect the management and performance of the front office as well as accommodation
department.
Issues related to marketing: If there is any kind issues related to marketing of the Hotels
and Resorts, then it may also have a great impact on the effective management and
performance of the front of house area and the accommodation service (Szende, 2009).
For example, if marketing campaign of Marriott Hotels and Resorts become unsuccessful
then there will lack of arrival customers at the hotel and it will automatically lead to
reduction in the business performance of the every department of the hotel.
HR related issues: The business performance and management of the accommodation
service and the front of house area is affected by various issues related to human
resources in the organizations as well (Hogan, 2012). For example, if there is shortage of
employee in the Marriott Hotels and Resorts, their staff will have to face many problems
for providing effective services to the guests.
Issues related to quality or type of guests: Any kind of issues related to the type of guests
or quality of products and services in the hotel also have a significant impact on the
business performance and effective management of the accommodation service and the
front of house area (Watson, 2008). For example, if there is any kind of problem in the

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 food served to the customer and the customer is frustrated then, he may create various
problems in the management of the hotels and resorts.

TASK B:
A: Explanation of revenue or yield management
The revenue or yield management is a variable pricing strategy, where the consumer
behavior is anticipated and influenced to maximize profit or income of the business organization.
It can be referred as the use of disciplined analytics, which can forecast the behavior of consumer
at micro market level and can optimize the availability of products and their prices to maximize
the growth of revenue. The main objective of the revenues is to selling accurate product to
accurate customers at accurate price and accurate time. For this purpose, it is very essential to
understand the perceptions of the customers about the product and availability of the product
(Hospitality Management Overview, 2013). The yield management include strategic control of
the inventory to sell the products and can result in price discrimination, where the business
organizations charges more prices for the use of product or service with respect to other normal
cases. The revenue or yield management is a huge income generator in many big industries
include hospitality sector. The main disadvantage of revenue management is that, if the
organization is not able to forecast the consumer behavior appropriately, then it may lead to
reduction in the profits and incomes as well.

B: Analysis of sales techniques used for promoting and maximizing revenue

There are a variety of sales techniques, which can be used for the purpose of promoting
and maximizing revenue of the hospitality organizations. Such as, there may be use of
appropriate tariff structures, which may be based on market pricing or may be negotiated rates
i.e. seasonal, delegate or corporate packages, for the purpose of attracting people and increasing
sales and revenue. Further, there may be use of overbooking and cancellations policy, and the
organization can use referrals and can sell services other than it primary services for increasing
the sales (Jones, 2002). There should be use of correspondence research and customer loyalty
schemes, as well as help of the agents or contacts with different airlines can also be made for
increasing sales as well as revenues of the hotels and resorts. Further, the organization focus on
its quality of services as well as sufficient advertising should be done to increase the sales and

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revenue of the organization (Fallon and Rutherford, 2010). All these sales techniques are very
helpful in promoting and maximizing revenue of the hotels and resorts.

C: Evaluation of the usage of forecasting and statistical data in the room division
The forecasting and statistical data in the room division are very helpful for the ensuring
the success of business organizations. For instance, the company can make a comparison of
actual performance with the forecasted or projected performance, and with the help of identified
deviations it can take corrective actions for increasing the performance (Szende, 2009). The
forecasted and statistical data in the room division such as occupancy rates, demand of different
types of rooms in the market, etc can be used for making effective marketing and pricing policy
as well. Thus, it can be said that the forecasting and statistical data in the room division can be
used for maximizing revenue and attaining the goals and objectives of the hospitality
organizations.

D: Description of performance indicators used to measure the success of accommodation sales

There are a variety of performance indicators, which can be used for measuring the
success of accommodation sales in the hotels. These performance indicators include occupancy
of rooms, occupancy of beds, etc (Hassanien and Losekoot, 2002). For example, according to
given case scenario, there are total 215 rooms in the hotel and out of them 180 rooms were
occupied by various customers similarly there are total 355 beds in all the rooms and out of them
260 beds were occupied by customers. It shows that success of accommodation sales is good in
the hotel. Along with these some other performance indicators such as average room rates, days
of full occupancy, total income from all the rooms, etc can also be used for the purpose to
measure success of accommodation sales in the hotels.

CONCLUSION
From the above report, it can be concluded that all the statutory and legal requirements
and consumers laws should be considered by the room division staff. Further, they should
effectively satisfy the needs of customers and provide right quality products and best services to
the guests. Both the front of house area and the accommodation service are very important for
the effective management in hotels. Proper planning and management is very important for the
hotels to achieve their objectives, but effective management in the hotels and resorts can be

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affected by some kind of operational issues. Revenue management is a variable pricing strategy
to maximize the revenue of company and along with this some other sales techniques can also be
used to maximize sales and revenue in the hotels. There is a very important role of forecasting
and statistical data in the room division in measuring the success of organizations.

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 REFERENCES
Books and journals

Baker, K.and Huyton, J., 2001. Hospitality Management: An Introduction. Hospitality press Pty.
Ltd.

Bardi, J., 2011. Hotel Front Office Management. John wiley and sons.

Barrows, C., 2008. Introduction to Management in the Hospitality Industry, Study Guide. John
wiley and sons.

Bharwani, S. and Mathews, D., 2012. Risk identification and analysis in the hospitality industry:
Practitioners' perspectives from India. Worldwide Hospitality and Tourism Themes. 4 (5).
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David, J., 2005. Hotel Management: Educational and Environmental Aspects. Anmol
publishing pvt ltd.

Fallon, M. J. and Rutherford, D., 2010. Hotel Management and Operations. John wiley and sons.

Hassanien, A. and Losekoot, E., 2002. The application of facilities management expertise to the
hotel renovation process. Facilities. 20. 7/8. pp.230 – 238.

Hinkin, T., 2006. Cases in Hospitality Management: A Critical Incident Approach. John wiley
and sons.

Hoque, K., 2013. Human Resource Management in the Hotel Industry:Strategy, Innovation and
Performance. Routledge.

Hussain, H., 2012. Hotel Front Office Management. LAP.

Ismail, A., 2002. Front Office Operations and Management. Cengage.

Jones, P., 2002. The Management of Hotel Operations. Cengage.

Kim, H., Ham, S. and Moon, H., 2012. The impact of hotel property size in determining the
importance of electronic distribution channels. Journal of Hospitality and Tourism
Technology. 3 (3). pp.226 – 237.

Prideaux, B., 2006. Managing Tourism and Hospitality Services:Theory and International
Applications. CABI.

Szende, P., 2009. Hospitality Management. . Cengage Learning.

Talwar, P., 2006. Hotel And Hospitality Management: Housekeeping. Gyan books.

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Watson, S., 2008. Where are we now? A review of management development issues in the
hospitality and tourism sector: Implications for talent management. International Journal
of Contemporary Hospitality Management. 20 (7). pp.758 – 780.

Wen, S., 2010. Performance of Hotel Management. Lambert academic publishing.

Online

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nd
<http://www.marriott.com/marriott/aboutmarriott.mi>. [Accessed on 22 February
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Hogan, J., 2012. What are today’s Most Pressing Issues for Hospitality Business Owners and
Managers! [Online]. Available through:
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<http://www.hospitalitynet.org/news/4054444.html>. [Accessed on 22 February 2014].

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<http://www.bschool.careers360.com/hospitality-management>. [Accessed on 22nd
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