Unit 6 Room division Operation Management

Unit 6 Room division Operation Management 

Rooms division assignment



Course Details

Course Name
BTEC Higher National Diploma (HND) in Hospitality Management Unit number
6
Unit Name
Rooms Division Operations Management (Unit 6)
Credit Value
15
Lecturers
K.Fallah
Hand Out/Issue Date
September/2013
Submission Deadline

Introduction
The aim of these assignments are to assess the outcome of students’ learning in terms of knowledge acquired, understanding developed and skills or abilities gained in relation to achieve the learning outcomes (LO) and assessment criteria with reference to grade descriptors (i.e. M and D). The unit examines the role of the rooms division within the management of a hospitality operation, the operational elements that comprise the rooms division and how these are deployed by management to maximise both occupancy and rooms revenue. Learners will gain understanding of the role of the front office as the ‘nerve centre’ of customer activity with network communication links within and to other departments. They will also gain understanding of the management of housekeeping services.

Learners will be able to identify trends and technologies which impact on rooms division operations and effectively utilise a computerised operating system within the rooms division.

Main Assignment Tasks
                                                                                                                                   
Learning outcome 1
You are a trainee manager who has been asked by his manager to prepare a short induction presentation to ensure that newly recruited staff understands services provided by the rooms division in diverse contexts. unit 29 health promotion


TASK 1 (AC1.1 )

LO1 Understand services provided by the rooms division in diverse contexts

1.1 discuss accommodation and front office services for different organisations

Produce 15-20 power point slides that detail accommodation AND front office services for at least two organisations.

(Examples of front office services)
Housekeeping and maintenance
Decoration and furnishings
Refurbishment
Accommodation environment and occupancy
Guest services and supplies
Linen services and laundry
Cleaning services
Environmental issues

You will need supporting notes describing accommodation and front office services. Provide real industry examples where possible and make sure you reference your sources of information. Please submit a hard copy of your presentation and notes by the xx/xx/2013. Please also include these with your final report.

TASK 2 (AC1.2)

1.2 analyse the roles and responsibilities of a range of accommodation and reception services staff 

Produce a table outlining the roles and responsibilities of Accommodation and Reception Services staff using as an example of a specific company.

Accommodation Staff Reception Service Staff Company 1 – Roles Responsibilities Roles Responsibilities

Notes should support your tables

Give clear references to sources of information.

Please submit a hard copy of the table and notes by xx/xx/2013. Please also include the table with your final report.

TASK 3 (AC1.3)
1.3 discuss legal and statutory requirements that apply to rooms division operations 

Discuss the legal and statutory requirements in relation to the room’s division operations.

(Examples of legal and statutory requirements)
Health and Safety
Hazardous substances
Protective clothing
Consumer law
Price tariff and display
Data protection
Immigration (hotel records)

Give clear references to sources of information.

TASK 4 (AC 1.4)

1.4 evaluate services provided by the rooms division in a range of hospitality businesses

Evaluate services provided by the rooms division in a range of hospitality businesses

(Examples of different businesses)
Hospitality businesses
Hotel
Restaurant
University campus

Learning outcome 2

TASK 2.1
2.1 assess the importance of the front of house area to effective management

Assess the importance of the front of house area to effective management.

The areas that are important to effective management include: Business/Department plans
Operations
POS management
Night audit
Use of technology
Controlling and updating front-of-house-services
Health and Safety
Consumer and data protection
Pricing.

TASK 2.2 unit 24 brewing science


2.2 discuss the key aspects of planning and management of the front of house area for a given hospitality operation
Discuss the key aspects of planning and management of the front of house area for a given hospitality operation.
Company 1 – Key Aspects Importance to planning and management

Some of these should include:
Visual impacts
First impressions
Design and layout
Zoning
Ambience
Colour
Flowers/Plants
Heating
Lighting
Security

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

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

Examples of front office area operations:
Services –
Rooms related
Concierge
Information
Sales
Administration

Operational Issues –
Financial
Sales
Marketing
Human resources, quality, customer

Learning outcome 3


LO3 Understand factors that contribute to effective management and business performance in the accommodation service function

3.1 assess the importance of property interiors and design to effective management
1. Assess the importance of property interiors and design to effective management using a specific company (AC3.1). Business departmental plans, operations and procedures
Interior design in terms of visual impact, ambience, ratings, cost Access to mobility within interior, fabrics/furnishings/fittings Space, lighting, heating, effect of colour, flows plants
3.2 discuss the critical aspects of planning and management of the accommodation service function for a given hospitality operation
2. Discuss the critical aspects of planning and management of the accommodation service function for a given hospitality operation (AC3.2)

To include the bedrooms, function rooms, meeting, staff, public)
Linen and laundry, cleaning, leisure areas, waste management, use of technology, health and safety, consumer and building regulations, evaluating and controlling rooms services.
3.3 analyse the key operational issues affecting the effective management and business performance of the accommodation service function for a given operation
3. Analyse the key operational issues affecting the effective management and business performance of the accommodation service function for a given operation. (AC3.3)

Financial
Marketing
Human resources
Quality and
Customer

Learning outcome 4

LO4 Be able to apply techniques to maximise and measure occupancy and rooms revenue

4.1 perform revenue/yield management activities to maximise occupancy and rooms revenue

 Performance revenue/yield management activities to maximise occupancy and rooms revenue. (AC4.1) Revenue/Yield management, forecast methodology, perishability cycle Distribution channels, price discrimination different rates and tariff structures to maximise occupancy Inventory management including the use of booking horizons to maximise yield, advantages and disadvantages of yield management. Hotel internet marketing including viral marketing
4.2 discuss sales techniques that rooms division staff can use to promote and maximise revenue
 Discuss the sales techniques that room division staff can use to promote and maximise revenue. (AC4.2) Tariff structures, market based pricing, negotiated sales, (delegate, seasonal and corporate packages) Use of overbooking policy, sales leads, referrals, selling other services, Up-selling, repeat business, customer loyalty scheme, source of bookings, central reservations, agents.
4.3 discuss the purpose and use of forecasting and statistical data within the rooms division

 Discuss the purpose and use of forecasting and statistical data within the rooms division. (AC4.3) Comparison of actual data to projected, formulation of marketing and pricing policy, Operational and financial reports.
4.4 calculate rooms division performance indicators to measure the success of accommodation sales
 Calculate room division performance indicators to measure the success of accommodation and sales. (AC4.4) Front office performance indicators (room occupancy %, sleeper %, double/twin occupancy %, average room rate, and average sleeper %.

Achievement of Pass, Merit and Distinction Grade

Achievement of a Pass grade:
A pass grade is achieved by meeting all the requirements defined in the assessment criteria for pass for each unit.

Achievement of a merit grade

To achieve a merit grade you must achieve a pass grade and also your essay/assignment/coursework demonstrates your abilities and skills in the following areas:

M1identify and apply strategies to find appropriate solutions M2select/design and apply appropriate methods/ techniques
M3present and communicate appropriate findings

On successful completion of these assignments learners will achieve the following learning outcomes:

Grade Descriptors and indicative characteristics

Achievement of Pass, Merit and Distinction Grades

1. Achievement of Pass Grade
A Pass grade is achieved by learner on meeting all the minimum requirements defined in the assessment criteria for each unit.

2. Achievement of Merit Grade
To achieve a Merit grade learner must achieve a pass grade and also his/her essay/assignment/coursework demonstrate his/her abilities and skills in the following areas:

M1: Identify and apply strategies to find appropriate solutions. Effective judgements have been made
Complex problems with more than one variable have been explored An effective approach to study and research has been applied

M2: Select/design and apply appropriate methods/techniques. Relevant theories have been applied
A range of methods and techniques have been applied
A range of sources of information have been used
The selection of methods and techniques/sources have been justified The design of methods/techniques have been justified
Complex information/data have been synthesised and processed Appropriate learning methods/techniques have been applied

M3: Present and communicate appropriate findings.
The appropriate structure and approach has been used
Coherent, logical development of principles/concepts for the intended audience A range of methods of presentation have been used
Technical language has been accurately used
Communication has been taken place in familiar and unfamiliar contexts The communication is appropriate for familiar and unfamiliar audiences and appropriate media have been used

3. Achievement of Distinction Grade
To achieve a Distinction grade learner must achieve a merit grade and also his/her essay/assignment/coursework demonstrate his/her abilities and skills in the following areas:

D1: Use critical reflection to evaluate own work and justify valid conclusions. Conclusions have been arrived at through synthesis of ideas and have been justified The validity of results has been evaluated using defined criteria Self-criticism of approach has taken place

Realistic improvements have been proposed against defined characteristics for sucess

D2: Take responsibility for managing and organising activities. Autonomy/independence has been demonstrated
Substantial activities, projects or investigations have been planned, managed and organised Activities have been managed
The unforeseen has been accommodated
The importance of interdependence has been recognised and achieved

D3: Demonstrate convergent/lateral/creative thinking.
Ideas have been generated and decisions taken
Self-evaluation has taken place
Convergent and lateral thinking have been applied
Problems have been solved
Innovation and creative thought have been applied
Receptiveness to new ideas is evident
Effective thinking has taken place in unfamiliar contexts

Plagiarism and Collusion

Any act of plagiarism and collusion will be seriously dealt with according to the regulations. In this context the definition and scope of plagiarism are presented below:

‘Plagiarism occurs when a student misrepresents, as his/her own work, the work, written or otherwise, of any other person (including another student) or of any institution. Examples of forms of plagiarism include: the verbatim (word for word) copying of another’s work without appropriate and correctly presented acknowledgement; the close paraphrasing of another’s work by simply changing a few words or altering the order of presentation, without appropriate and correctly presented acknowledgement; unacknowledged quotation of phrases from another’s work;

The deliberate and detailed presentation of another’s concept as one’s own.’

All types of work submitted by students are covered by this definition, including, written work, diagrams, designs, engineering drawings and pictures.

‘Collusion occurs when, unless with official approval (e.g. in the case of group projects), two or more students consciously collaborate in the preparation and production of work which is ultimately submitted by each in an identical, or substantially similar, form and/or is represented by each to be the product of his or her individual efforts. Collusion also occurs where there is unauthorised co-operation between a student and another person in the preparation and production of work which is presented as the student’s own. (ibid)’

Extension and Late Submission

If an extension is necessary for a valid reason, requests can me made using a course work extension request form available from the college. Please note that the lecturers do not have the authority to extend the coursework deadlines and therefore do not ask them to award a coursework extension.

The completed form must be accompanied by evidence such as a medical certificate in the event of being sick.

Support Material

Reading and resources:

Books:
Jones, Thomas J. A.; Martin, Robert J. (2005).
Professional Management of Housekeeping Operations. 4th ed. New Jersey: John Wiley & Sons Baker S and Huyton J —
Principles of Hotel Front Office Operations
(Thomson Learning, 2000) ISBN 0826447090Bardi J A
 Hotel Front Office Management
(John Wiley & Sons, 2002) ISBN 047101396XBraham B —
 Hotel Front Office
(Nelson Thornes, 2004) ISBN 0748716327Branson J C and Lennox M —  Hotel, Hostel and Hospital Housekeeping
(Hodder Arnold,1990) ISBN 0340525185Dix C and Baird C —
Front Office Operations
(Longman, 1998) ISBN 0582319315Fellows J —
 Housekeeping Supervision
(Longman, 1986) ISBN 027302552XJones C and Paul V —
 Accommodation Management
(BT Batsford, 1985) ISBN 0713448075Webster K —
 Environmental Management in the Hospitality Industry
(Thomson Learning, 1999) ISBN 0304332348Wood R and Verginis C S —  Accommodation Management: Perspectives for the International Hotel Industry (Thomson Learning, 1999) ISBN 1861524897

Further reading
Caterer and Hotelkeeper
(Reed Business Information)
Cornell Quarterly Croner’s Catering Magazine
(Croner Publications)
Current Awareness Bulletin for Hospitality Management
(HCIMA — published quarterly)
Green Hotelier
 Hospitality
(Reed Business Information)
 Hospitality Matters
(British Hospitality Association)
 Hospitality Review
(Threshold Press — published quarterly)
 Hospitality Year Book
(HCIMA)
 Hotels
 Journal of Hospitality and Tourism Research
(International Council on Hotel and Restaurant Education (CHRIE)) Voice of the BHA
(British Hospitality Association)

Websites:

www.getfreemag.com

www.greenhotelier.com
personal and professional development in health and social care
www.mintel.com 

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