Professional Documents
Culture Documents
Room Division TodorEz
Room Division TodorEz
Student’s Name
Course
Professor’s Name
City
Date
Room Division 2
Contents
Introduction.................................................................................................................................................3
1.1. Accommodation and Front Office Services in Milestone and Hilton Hotels...................................4
1.2 Roles and Responsibilities of Accommodation Staff members.............................................................6
1.3 Legal and Statutory Requirements Applied in Room Division Operations............................................8
1.4 Services Provided by the Rooms Division...........................................................................................10
2.1 Importance of the front of House area to Effective Management........................................................11
2.2 Planning and Management of the Front of the Hotel...........................................................................12
2.3 Operational Issues affecting the Management and Performance of the Front Office...........................13
3.1 Importance of Property Interiors and Design to Effective Management..............................................14
3.2 Critical Aspects of Planning and Management of the Accommodation Services.................................15
3.3 Operational issues affecting the Management and Performance of the Accommodation Service........16
4.1 An explanation of revenue/yield management of Five Seasons Hotel.................................................17
4.2 Sales Techniques used to Promote and Maximize Revenue................................................................19
4.3 Purpose and use of Forecasting and Statistical data within the Rooms Division.................................20
4.4 Calculate Rooms Division Performance Indicators.............................................................................21
Conclusion…………………………………………………………………………………………………………………………………………….22
References.................................................................................................................................................23
Room Division 3
Introduction
Room division entails departments, and personal essentials which are in a position in
providing the kind of services guests expect during their stay in a Hotel (Lee, 2016, pg. 68-77).
The room division is headed by the manager who ensures concerns such as; employee
satisfaction, guest services, security, gifts shops, guest relations and financial obligations are
properly taken care of. This will make the Hotel function awesomely without facing challenges
that can result in bringing threats which ignite collapsing of the organisation.
In-room division, each department ensures there is proper coordination of the activities
associated with them in that customers will get adequate and quality services. This way
Milestone Hotel will maintain a good and well-aerated relationship with customers who in turn
prefer it during the next visit. Aspects of quality services tend to win the trust of customers who
in turn can market the Hotel to their friends who will have the urge to tour the same place as
outlined by Fouad, Elias, & Esam, (2016). In such a manner, the Hotel will attract a large pool of
potential customers.
The report is basing facts on room division and revenue collection in Milestone Hotel.
Milestone is one of the five-star Hotels with an outfit of international standards in London. The
Hotel provides various services to customers from all lanes. Quality of services is given priority,
and nothing is left to chance. This can be noted from the well-groomed employees to the suit and
comfortability which is portrayed. Its management enacts plans on how to attract the attention of
many customers as possible with the aim of maximising room occupancy hence increasing the
Room Division 4
revenue collection in return. Discussed below are aspects which relate to room division in
Milestone Hotel and a comparison is made to other Hotels of the same calibre.
1.1. Accommodation and Front Office Services in Milestone and Hilton Hotels
The accommodation services are essential to customers who choose a Hotel to spend
their nights and have an excellent and comfortable resting experience (Melissen, Ginneken, &
Wood, 2016, pg.35-42). The comparison of accommodation services in Milestone and Hilton
Hotels are not the same. Each Hotel has a different level of providing the services. Discussed
below is the comparison of accommodation services in both Hilton and Milestone Hotels.
Hilton offers both accommodation and front office services. The front office services
range from the time of reception to the departure of the guests. The hotel has an administration
which is the nerve centre. The staff at the administration takes control of billing, cash control and
reconciliation, security, parking, escorting guests to the bedroom, luggage handling and
cloakroom service handling. They also make early morning waking up calls, newspaper and
magazine selling. It serves as a Coordination point for other departments such as HK, FB.
Accommodation services in the hotel involve all housekeeping activities. It offers linen
and laundry services, hotel maintenance, rooms and public area cleaning and provision guest
supplies with toiletries, decorations and what they may request for. All these services are of
Milestone hotel is rated a four-star after Hilton, this because it offers services which are
of less quality as of the Hilton hotel. Its front services are controlled by the administration. The
Room Division 5
administration has staff who are liable for offering the services. They manage the guest cycle
from arrival to departure. The services provided in this sequence include reception, caretaking,
Housekeeping services in Milestone are managed by the housekeepers. This staff ensure
that everything is in position and guests are served to their satisfaction. Some of the services
these department offers include; minor repairs and minor maintenance, linen services and
laundry, room and public area and providing the guests with necessities and what they may need
or request for. They also ensure that guests are comfortable in their stay in the hotel.
Room Division 6
great. This is not different in other Hotels as the same services are rendered. The procedure
followed is almost similar since the hospitality industry tends to have a standardised platform on
what each category of staff members are alienated to perform. The diagram below shows how
At the front office, the receptionists deal with the welcoming of customers, they assign
rooms according to the orders made by the guests, keep records of the occupied and the vacant
rooms and completing procedures when the visitors arrive and depart. Other responsibilities
include assisting the guests and responding to their questions, preparing bills and collecting the
payment, keeping and ensuring the guest records are kept up to date and making changes to the
guest status where need be. The receptionists are crucial to the Hotel as they represent what the
In the same category, security guards are also vital. They provide much-needed safety
which is a priority that can attract customers. Security entails, preventing theft cases, ensuring
customers do not interfere with any facilities within the rooms they have booked and alert the
customers of any accident reported for safety exist from the Hotel.
Housekeeping department has the executive housekeeper whose role is to ensure all the
rooms within the Hotel are in good conditions all the time (Melissen, Ginneken, & Wood,
2016,). Cleanliness tops followed by air conditioning, and room repairs. The executive
housekeeper supervises all the activities aimed at making the rooms to be well-aerated and look
attractive. If any problem concerning rooms is detected, it will be dealt with, and all will be well.
Laundry attendants are esteemed in providing the cleaning of both customers’ clothing
and the beddings of the Hotel. These services earn the Hotel extra income as the fee is levied
when customers need their clothes to be cleaned. Hotels prefer having these services since some
customers tend to have a more extended stay. The revenue collected will be used to in running
beneficial activities within the Hotel. Milestone Hotel owns laundry services which earn the
(Brody, 2016, pg.34). The primary role of chambermaids is directed to be vigilant in ensuring the
customers are comfortable, and nothing goes wrong in the rooms. Sometimes they are referred as
room attendants. Based on what the chambermaids are outlined to do, customers ask for
clarifications from them on what they are expected to do or the purpose of every safety tool in
the room. If customers fall sick, the chambermaids are responsible for ensuring the health of
customers is restored. Any severe problem in the rooms will be reported to the executive
housekeeper.
Room Division 8
should be followed by the Hotel management without questioning. This is to ensure the rights of
customers are protected, and even their safety is guaranteed (Noone, Enz, & Glassmire, 2017).
Customers are liable to the enjoyment and not harassment of any kind. Each country has its own
rules on how Hotels should behave and treat customers, but there are those internationally
accepted statutory laws which apply to any nation. Milestone Hotel is not an exception. The
following discussion focuses on legal regulatory requirements in Health and safety at work act
1974, data protection act 1998 and personal protective equipment at work regulations 1992.
This act is subjected to ensure the well-being of employers, employees and guests and
ensuring that they stay in a conducive environment (Harper, 2016). Milestone Hotel must ensure
that the staff are well protected and if anything happens to their health while at work, the Hotel
should be liable. Employers and employees working in the hotel need to be aware of the rules
and regulations that are required in their working atmosphere before they start their duties to
avoid injuries. The principle law states that “Regulations such Control of substances hazardous
Every person’s data and information should be private and confidential. When customers
visit the hotel, they give out information about themselves so as they are secured a room. This
guest information should be kept private and not shared with the third parties. It a customer
discovers that his or her data has been shared with other parties, he or she is supposed to sue the
Room Division 9
hotel for violation of his right to data protection as of act 1998. Therefore, employees in the hotel
are trained to use systems that are secure to keep the customer's details
According to this protective equipment regulation, employers have some duties relating
to the conditions and use of personal protective Equipment during the work. Personal Protective
Equipment states that special clothes should be worn by employers during their work time to
protect their body parts because of safety. Under regulations, it is necessary that the equipment is
kept and stored properly before use to ensure that they are in better conditions. Also, protective
equipment should be appropriately maintained, and employees should be well trained on how to
directed to give customers a comfortable stay as depicted by Robinson et al., (2016, pg.1051).
The focus is drawn to Milestone Hotel and the kind of services the room division offers. They
Housekeeping services such as cleanliness and proper air aeration in the rooms. It is the
responsibility of the room division to ensure rooms are neat and well-groomed before customers
Security service is part of what the room division offers. Security entails the general
protection of customers residing in the Hotel rooms from being attacked by terrorist or robbed of
their belongings. The Hotel must ensure that there is no such kind of threat and each customer is
well without fear. This will make customers to prefer the Hotel during their next visitation.
Room divisions offer reservations services to customers. When a booking is done online,
it is the work of the room division to ensure there is no overbooking and each customer gets the
room he or she chose. It will be wrong if customers are overbooked and no one can help the
situation. The aspect of overbooking will downgrade the Hotel discouraging customers from the
next visit.
Room Division 11
Hotel. When customers have a glimpse of the front office, they can start admiring the Hotel
through the kind of decorations aligned. The milestone should have a well decorated front office
which is well arranged to give a good impression to customers. Sometimes customers partake the
well-groomed front office to the quality of services offered by the Hotel. The attention of
The layout of the front office enhances good air circulation. This layout ensures there is a
smooth flow of work, material, and information through a system. The key to good facility
layout is the integration of the needs of people, materials and the machines in a way that they
First impressions are important as they determine the increase or decrease of the
customers received in the hotel. This is because the first impression the guest gets when he or she
arrives at the hotel is what makes him or her pass judgement about the services in the hotel.
Therefore, it is vital for the hotel staff to ensure they give customers a warm welcome and to
make sure that they create a positive impression to attract more customers and maintain the old
The front office is where all activities related to the guests such as arrival, room booking
and assigned ends. Every aspect concerned in getting assigned a room ends at the front office.
After getting a place to rest, guests can interact with other departments for directions and other
high standards or low standards. Milestone Hotel’s front outlook provides a view of how the
administration governs and control the most respected international hotel. Also, it a symbol of
good governance and the hotel values customers more than anything. Staff members know what
they are assigned to and no one will be just stranded without knowing his or her role. Everything
front office, the levels of technology used are high as compared to housekeeping. This is because
the front office is the department that coordinates all the activities in the hotel. This technique
used enables the organisation in the making of plans effectively and efficiently.
Procedures are also followed as planned by the management to ensure that the services
are well delivered. When guests are received in the hotel, they are sure of observing a given
procedure till they are allocated a room. They are often welcomed by the guests; they sign in as
they get allocated rooms and keys to the rooms. They are given directions by the housekeeping
department until their departure time when they return the keys to the office and pay as they
leave. This procedure helps in ensuring order and a smooth workflow in the organisation.
Room Division 13
2.3 Operational Issues affecting the Management and Performance of the Front Office
Financial budgeting allocated to the front office is low. Milestone does not enjoy large
economies of scale, and thus the budget allocated for activities at the front office is not adequate.
The front office should be allocated adequate funds in that all activities scheduled can happen
smoothly without challenges. This is because this is the nerve centre for all aspects concerning
guests’ arrival and booking procedures. Also, the front office needs to be decorated for attraction
purposes. All these need funds and therefore the front office should be considered to have a
Marketing strategies are not well arraigned. Milestone Hotel does not have well-aerated
strategies to market itself. The hotel is supposed to align its marketing mix that is pricing,
promotion, place and advertising. The hotel has not priced its services well, and this affects its
management. Also, its promotion and advertisements are not done in the best way possible, and
this is a major issue affecting its management and performance at the front office as it is the
The constant push to offer quality services. The staff at the front office are frequently
reminded to give credible and quality services to customers. This is a bad image portrayed. If the
staff members are not reminded, they can give substandard services that might cost the Hotel. It
is appropriate for each staff member to have a self-concern of offering quality services without
any influence. It will be a remarkable aspect when staff members get to work in giving credible
maintaining it. The management evaluated different designs and their initial and maintenance
costs so that the profits realized should not be all swallowed. A cost-effective design was chosen
The durability of the design is another aspect given weight. Milestone’s interior design
does not require regular maintenance thus providing an appropriate space for the Hotel to use its
gross profits in doing other activities which are meant to improve the performance of the Hotel.
The bedroom layout enhances mobility within the interior space. The bedrooms are
designed in a way that no one is blocked in moving from one place to another. Staff members
can access any part of the hotel without struggling but in the restriction that the rooms are not
occupied. The rooms are designed in big sizes, and this allows guests to enjoy their bedroom
The space left free can be used to accommodate flowers and other beautiful artefacts
which decorate and make the interior of the office to look impressive. Such a beautification will
capture the attention of customers who will be impressed and consider making their ways to the
This is reflected in the time booking, and payments are made online to when the guest checks in
without the need for him or her to travel. The only time the guest shows up is when he or she
checks in. This aspect has simplified everything, and thus guests do not need to travel in that
they can book Hotels for their esteemed conferences or touring places.
guests. Booking should be planned well to avoid overbooking in rooms. Forecasting should be
done to predict the number of visitors likely t be received in the hotel so that arrangements are
done on how they should be accommodated. These early arrangements help in ensuring smooth
controlling the increased collection. The management of Milestone Hotel should have ways
which can be used whenever the high season of guests arrives. This is the season when revenues
increase almost double, and the Hotel should make use of this time to maximize their profits.
When procedures are followed keenly, guests are served well to their satisfaction and also makes
3.3 Operational issues affecting the Management and Performance of the Accommodation
Service
Staff is lacking adequate skills to handle customers. Milestone Hotel lacks programs
which need to train Staff members on proper ways of handling all types of guests. Sometimes,
some rude guests can come and cause havoc. It will require staff members with scaled skills to
handle such customers. It is good to uphold the name of the Hotel without tarnishing it with mare
angriness. The Hotel should have programs to train recruited staff in that they can adhere and
budget allocated is not adequate. The rooms are also supposed to be sold at favourable prices to
ensure there is profit, and there is extra revenue to help in carrying out the maintenance.The
rooms’ cleanliness, repairs and aeration should be kept at stake without compromising since
guests love a clean and comfortable place. The management of Milestone Hotel should consider
allocating the accommodation department adequate funds to effectively facilitate the activities.
The employee turnover should be maintained well. Enough employees are supposed to be
recruited so as the provision of services runs smoothly and effectively. When there are enough
employees, the quality of services offered is usually high hence there is need to have enough
qualified staff. Also, rewarding employees is necessary. This will motivate them to offer quality
services to guests thus upholding a proper name of the Hotel (Solnet, et al., 2016, pg.212).
Room Division 17
TASK B
customers at the Hotel (Kimes, 2016, pg. 247). Its management involves using some techniques
to predict consumer behaviour and product availability to maximize its yield growth. Each day
people book rooms, food and other extra services such as laundry and they have to pay for them.
The data collected for the Five Seasons Hotel displays the number of rooms occupied in May and
the revenue collected is to be calculated in ascertaining whether there were profits realised. The
discussion below outlines how revenue is managed at the Five Seasons Hotel.
There should be inventory management (Kimes, & Ho, 2017, pg.1-15). All transactions
taking places such as the booking of rooms, purchases of food and the payments made to various
services offered to guests should be recorded. This can be made possible by using an inventory
software which ensures there are proper records entered. This will control possible loss of money
Internet marketing of the Hotel. Five Seasons Hotel will be known to many people if
mechanisms of using the internet will be availed. Platforms such as social media will be of great
help in marketing the Hotel. Many people nowadays make use of social media and can easily
find the Hotel accompanied by the kind of services offered. Through the development of the
website links, the Hotel will facilitate online booking and payments to be made as customers will
Also, the hotel needs to forecast the demand for its services so as they get light on how
they should operate to maximise profits. Negotiated prices and differentiated structures of tariffs
to maximize room occupancy. Five Seasons Hotel should come up with structured ways of
Room Division 18
ensuring prices are not fixed but are flexible in that the Hotel can attract customers to increase
room occupancy. This strategy is aimed at increasing the revenue collection at an aggregated
profit.
Room Division 19
The Hotel should have different ways which guests can book the rooms. This can be
attributed to either online or manual booking for those who cannot make it online. The two
methods will cater for all types of guests without closing the door for anyone. Online booking
and payments will be availed to those customers who access the internet can while those who
cannot have access; they can come to the Hotel and book manually or book through agents of the
Hotel. This way a large number of customers will be reached hence increasing the revenue.
Five seasons Hotel should sell other services apart from rooms. The kind of services
includes, supper and breakfast making, conference holdings, laundry and transport services. To
attract customers, the Hotel should set standardized prices in that their customers cannot opt for
alternative services from outside which might be cheaper. This will yield and promote
Tariff structures and negotiable rates will allow revenue maximization. If the
hotel allows corporate packaging at times, it will encourage more customers, and they will also
maintain old customers. This is because they will know they can be able to bargain the rates or
they can even be offered packages which are a factor that encourages them to revisit the hotels
hence more revenue generation.
Customer loyalty schemes. The Hotel will be able to retain customers without them
migrating to other Hotels through the offering of quality services.If employees treat the guests
well, they will build a strong relation hence the customers will maintain their visits to the hotel.
This will also attract more customers like the ones who have already visited the hotel will be
Room Division 20
talking in a good manner that makes the hotel sound a perfect place to seek for accommodation
services.
4.3 Purpose and use of Forecasting and Statistical data within the Rooms Division
Forecasting refers to future predictions made concerning improvement that might be
experienced, unlike the current situation. Statistical data is used in bringing forth the forecast of
the performance of an organisation in that the threats of collapsing can be avoided. Discussed
below are ways forecasts can be used within the room division
Forecasting Helps in compiling financial and operational reports. This is a good platform
that can project the future of Five Seasons Hotel and bring forth the expected performance
improvements. The reports outline the kind of transactions done, and thus no single coin will get
lost. Strategies used before can be avoided and new tactics used in seeing the Hotel scale in the
Historical performance trends of the Hotel will be looked at, and new mechanism adopted
to improve the operational aspects of the Hotel. Mistakes made from previous years will help the
management find mechanisms on how to improve and shape the future of Five Seasons Hotel.
This is through improvements in the marketing strategies and the kind of services offered.
Comparisons will be made to another Hotels’ performance. Five Seasons Hotel will have
a chance to compare performance indices from previous years and be able to see which methods
are applied. Then the Hotel can shift to methods that can make it improve in serving customers
well.
Room Division 21
generate revenue. Some of the indicators include the occupancy percentage which shows the
total number of rooms occupied about the rooms’ available. Average room rate gives the amount
of the total revenue obtained after the rooms have been sold.The calculations done below portray
rooms occupied
Room Occupancy = × 100
Total number of rooms
180
= ×100 = 83.7%
215
11900
=£ 66.11
180
number of sleepers
Sleeper Occupancy Percentage ¿ ∗100
total possiible sleepers
260
* 100 = 73.23%
355
= 6611*8372 ¿55,347,292
Conclusion
In conclusion, Milestone and Hilton hotels help in offering a range of services in accommodation
to guests which in turn generates revenue. The hotels have workers who are responsible for their
various activities to ensure that guests are offered quality services. Each employee has duties and
responsibilities to carry out in providing the success of the organisation. These hotels maintain
high standards through the offering quality services. In the hospitality industry, room division is
divided into the front office and housekeeping departments which are essential to the success of
the hotels. The front office is responsible for offering administration services while
housekeeping helps in maintain the accommodation premises. The Performance indicators give a
general overview of how the rooms are divided to generate revenue
Room Division 23
References
Brody, D., 2016. Housekeeping by Design: Hotels and Labour. University of Chicago Press.
Cross, D., 2016. A history of revenue management and the advent of next-generation
Fouad, M.A., Elias, A.N.E.D. and Esam, H., 2016. Evaluating the Performance of Employees in
Kimes, S.E. and Ho, J., 2017. Revenue management in luxury hotels. Journal of Revenue and
Kimes, S.E., 2016. The evolution of hotel revenue management. Journal of Revenue and Pricing
Management, 15(3-4), pp.247-251.
Lee, S.H., 2016. How hotel managers decide to discount room rates: A conjoint
Melissen, F., van Ginneken, R. and Wood, R.C., 2016. Sustainability challenges and
Noone, B.M., Enz, C.A. and Glassmire, J., 2017. Total Hotel Revenue Management: A Strategic
Profit Perspective.
Robinson, R.N., Robinson, R.N., Kralj, A., Kralj, A., Solnet, D.J., Solnet, D.J., Goh, E., Goh, E.,
Callan, V.J. and Callan, V.J., 2016. Attitudinal similarities and differences of hotel
Room Division 24
Management, 28(5), pp.1051-1072.
Solnet, D., Baum, T., Robinson, R.N. and Lockstone-Binney, L., 2016. What about the workers?
Marketing, 22(3), pp.212-226.