BTEC QCF HND in Hospitality Management
Investigating Rooms Division
I would like to give my special thanks to my course teacher Chris Maugino for giving me such kind of excellent opportunity to prepare the interesting assignment and proper guidance to complete this work.
I am grateful to my friends for their help and support when preparing this assignment especially in group study. I also give thanks to the manager of Park Plaza Sherlock Holmes who helped me a lot to make my report on interior design successfully. Other staff also helped me that make my report very easy and interesting. They are such a good person and gave me the full information as well as the data to complete this report.
Finally, I like to say that, I have prepared this assignment from own experience. I am ready to accept my unwilling errors and omission which belong to me.
Table of content
1. Title Page ...........................................1
2. Table of Content.................................. 3
3. Introduction........................................ 4
4. Activity 2..............................................5 5. Activity 3..............................................17 6. Activity 4 ..............................................22 7. Activity 5...............................................28 8. Activity 7..............................................38 9. Activity 8...............................................41 10. Activity 9...............................................41 11. Conclusion.............................................43 12. Reference..............................................44
Hospitality industry covers the area within the service industry that includes hotel industry. Room division operation is one of the vital parts of operating a hotel business. The room division operation of a hotel demonstrates front office operation and housekeeping operation. When we think about the hotel revenue we think about the guest availability. The business starts with a welcoming conversation between the guest and the front office. In addition, Housekeeping carries out the business smoothly by the satisfactory guest occupancy. In room division assignment I was given different tasks related to front office and housekeeping. Doing the assignment was not very easy because I had to investigate the hotel authority, interviews with them, collect data from physical investigation and lots of thing relating with room division operations.
The Legal and Statutory Obligation in Room Division Operations
Disability Discrimination Act
The Disability Discrimination Act (DDA) is a law of civil rights. The act Disability Discrimination of 1995 (DDA) has been replaced to The Equality Act from October 1’2010.The Equality Act determines the protection and legal rights for disabled people. In according to law ‘disability’ means a physical or mental impairment. It effects on the ability of a people to lead the easy life. This impairment could be sensory, such as sight and hearing. Mental impairment includes learning disabilities, dyslexia and mental illness. There are some diseases that break down people’s flow of easy living that also includes as disability like Cancer, HIV/AIDS.
Equality Act 2010 The Equality Act 2010 is the law which bans unfair treatment and helps achieve equal opportunities in the workplace and in wider society.
Equality Act includesEquality act has been given a new face because of simplification and easy identification. People easily can get the law and understand the law. In some situation it got strengthened protection The Act has nine characteristics depending upon unfair treatment that none can treat. All of us have more than one of the following characteristics, so this act treats everyone fairly. They protected characteristics are:
age disability gender reassignment marriage and civil partnership pregnancy and maternity race religion or belief sex sexual orientation
Disability Discrimination occurs in the following situations. Anyone can takes action against it. work place terms of providing goods, facilities and services buying or renting property education sector
Accommodation operation insists of goods, facilities and services in the hotel business. A disable person should be treated properly same as an able person. Otherwise it will be discrimination in accordance with the act. An example- If hotel refuse a person with a hearing impairment saying, the hotel is not suitable for him/her. Hotel should have adjustable facilities for the disabled people like audio tape for the hearing impaired people, wheel chair access, baby access etc.
Health and Safety
Health and Safety Commission a i ms to protect the Health, Safety and welfare of employees, and others safety, principally the public, who may be exposed to risks from work activity.
Reason of Implementing a Health and Safety:
™ Management of Health and Safety at Work Regulations 1999: risk assessment by the employers, implementing measures by appropriate arrangement, skilled employees with informative and trained work force.
™Workplace (Health, Safety and Welfare) Regulations 1992: basic health coverage, safety issues like ventilation, heating, lighting, workstations, seating as well as welfare facilities.
™ Health and Safety (Display Screen Equipment) Regulations Display Units (VDUs) requirements.
1992: fulfil the Visual
™ Provision and Use of Work Equipment Regulations 1998: Make sure that important machinery for the work is safe. ™ Manual Handling Operations Regulations 1992: cover the moving of objects by hand or bodily force. ™ Health and Safety (First Aid) Regulations 1981: first aid facilities should be available ™ The Health and Safety Information for Employees Regulations 1989: let the employees know about the health and safety should be announced by the employers.
Sub laws and its effect:
™ Employers’ Liability (Compulsory Insurance) Act 1969: insurance for accidents and ill health to employees. ™ Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995 (RIDDOR): notification of occupational injuries, diseases and dangerous events. ™ Noise a t Wo r k R e g u la t io ns 1 9 8 9 : appropriate action for employees hearing damages ™ Electricity at Work Regulations 1989: proper control for electrical systems for safety usage and safe maintenance. Ensuring Health and safety procedures are a combined responsibility for the employers as well as the employees.
Risk assessment purposes:
Proper health and safety establishment is for the hotel guest and the employers carried out by employees. Risk assessment and important findings is supervised by the hotel employers. Sensible employers carried out the successes of identified risks.
Front office Risks for the employees: Eyes care, quick handling of information, computing, machine and work flow pressure.
Minimized process of risk assessment: Front office staffs should do everything very carefully because they need to handle a lot of things at a time. Work pressure is very harmful for sustaining the work flow of the employees. They shouldn’t be treating like a robot. For computing they may have problem with the eyes. So eye care is important. They will be instructed to use glass for computing. For avoiding back pain problem they need comfortable chair.
Control of substances hazardous to health (COSHH)
The Control of Substances Hazardous to Health Regulations 2002 is a United Kingdom Statutory Instrument that states general requirements on employers to protect employees and other persons from the hazards of substances used at work by risk assessment, control of exposure, health surveillance and incident planning. (Wiki) The law COSHH requires employers for becoming alert about the substances that hazardous to health. In a hotel operation this is important to keep safe the employees form this problem. Employees’ exposure to hazardous substances can be prevented by:
Identification of the health hazards things way of prevention or risk assessment providing control measures to reduce harm to health; proper usages of them
keeping all control measures in good working order; Employees must be informed about this. They will be provided the instructions and training. Authority needs strong monitoring about its usages. Emergency planning.
Various hazardous substances sign are enlisted below-
New International symbols
What is a ‘substance hazardous to health? Substances include: chemicals products containing chemicals fumes dusts vapours mists nanotechnology gases and asphyxiating gases and
Biological agents (germs). If the packaging has any of the symbols then it is classed as a hazardous substance. Germs that cause diseases such as leptospirosis or Legionnaires ‘disease and germs used in laboratories.
5 steps for risk assessment 1. 2. 3. 4. 5. Identification of the hazards Who and how can be victim risk evaluation and precaution Investigating result and implementation update of assessment if need
According to this protective clothing regulation, employers have some basic duties relating to the conditions and use of personal protective Equipment (PPE) during the work. Personal Protective Equipment denotes special cloths that worn by the employer during their work time for protecting their body parts because of safety, i.e. eyes, face, head, hands, feet and ears.
Under the regulations it is necessary that the PPE Must keep and store them properly Before using it make sure that they are good. Use them properly by employees How to use it properly
According to Protective clothing
For individual protection use it straight way and one time use. For individual protection from dust issue not reusable strain face part or ventilator and breathing machinery. For legs and foot protection employees need to use boots and shoes.
This personal protective equipment should be noticeable and properly maintained and further employees should be given a full clear training on using these personal protective equipment.
When a customer buys something the law is providing some rights that protect the customer if it is faulty. Consumer rights When you buy an item from a trader (e.g. a shop or online shop) the law says the item must be: Quality of the product must be satisfactory otherwise it can be changed. The product must have to fit for the purpose The product will match with the description given by the customer. Otherwise if it is faulty then customers usually have the right to- repair, replacement, and refund. For most item the customers have additional rights to these if the has a warranty. If the customers buy a product though he got some fault from the traders, he cannot return it if he is not able to get a new problem with the product. If customers buy things from private sellers here the rights will be limited. Regulations and laws are in place to protect consumer and businesses from unscrupulous vendors and rouge traders. Local trading standards officers and other organisation bodies may investigate and take action. The act of enterprise has upgrade enforcement types by adding group claims, enforcement orders and super complaints. Here it comes with the general, designated and community enforces. False recitation is prohibited by the traders in their goods and services by the trade description.
Price Tariff and Display
This is not legal to provide misleading information about the accommodation or service charge provided by the hotel. The hotel must keep themselves on right track with their price by displaying them.If they have more than 4 rooms or 8 beds and they take a chance (those who have not booked in advance)
customers must display in the hotel reception area, where customers can see the current standard prices for the services that are offered by the hotel. Any VAT charged by the hotel authority or breakfast goes with room or not, everything should be enlisted or displayed for the clearance of the guests. If the hotel charge VAT this should also be include together with any services that provided by the hotel. They must state this on the display. If the hotel charge extra for the credit card that also should be announced by their display charts anyway.
The data protection act came into effect on the 1st of March 2000. The act regulates the use of personal data and gives effect in United Kingdom law to the European Directive on Data Protection.
Personal Data denotes the identity addressed by the guests while staying in the hotel for the security of the guest as well as the hotel authority. It is not like any sensitive information about guest but the information for their identity. The data will be under protection.
The Act works in two ways, giving individuals (data subjects) certain rights whilst requiring those who record and use personal information (data controllers) to be open about their use of that information and to follow sound and proper practices (the Data Protection Principals). Data controllers are those who control the purpose for which and the manner in which personal data is processed. This can be any type of company or organizations, large of small, within the public for private sector. Data controller can also be any business entity. He may not have own computer to collect the data. If the hotel holds the personal information about the living individuals on computer by others, then the hotel may have to notify the guest under Data Protection Act.
Immigration (hotel records)
Guest Registration during the arrival in a accommodation is outlined in the immigration and applies to all hotels including inns. But here can be exception for the diplomats. This law denotes that the visitor aged 16 or over must have their record in the offering accommodation record file. It can be one night or more night.
For Commonwealth visitor and the British citizen Territory, the law is different. The hotel could ask only their date of arrival, the name and the Nationality.
If visitors want to stay as a guest in a hotel they must have to provide their name and nationality. But if they come with a group, the group leader can do it. For an overseas visitor the law is different. They have to give their passport number, the place of issue, address, next destination and some other additional information required by the hotel. The hotel is responsible for this.
Diplomatic Privileges Act applies to diplomatic privileges. Provisions of this Act apply to diplomats, their staff and their families.
Propositions of this Act for the hotel are as follows;
Diplomats are not being arrested in the country they visit. For having good relation and agreement diplomats get free in term of tax and duty in the visited country. When the hotel rooms are occupied by diplomat’s, cannot be entered without the permission of the diplomats or any belongings and/or luggage cannot be touched or moved without permission at all times
This is the responsibility of the country to protect the diplomats during their stay in the country. In terms of booking for the diplomats it is possibly booked by the diplomatic mission or by the Foreign office of the country. If any foreign diplomat stays in a hotel, accommodations and procedures may need to be put in place to assist security services.
An act amending inns and innkeepers law.
2nd august 1956
Here, Inn means any hotel, public house or other refreshment places. By the law the keeper is responsible for the goods & property of their guest.
Activity 3 Interior Design and Space Utilization Lobby area of Park Plaza Sherlock Holmes
The Park Plaza Sherlock Holmes London occupies a traditional Victorian townhouse situated in Baker Street nearby the Madame Tussauds museum. I physically visited the hotel and collected information about the hotel’s lobby. The lobby displays subtle references to Sir Arthur Conan Doyle's famous sleuth, Sherlock Holmes, and creates a warm environment with a fireplace, partially exposed wooden floorboards, and broad, deep-brown leather armchairs. Sherlock's Grill invites comfort with intimate alcoves and an open fire.
Accessibility: Access in the lobby area is very comfortable for the guest. In the front area, there is lift that is used as the main lift. At the end of the lobby there is another lift which is also used as helping hand. Disable guest easily can use these way without any difficulties. In the lift there is audio direction for the visually impaired guest. There is sign board for the hearing impaired guest. Utilization of space: I think the space of the lobby area of this hotel has been utilized efficiently because everything is organised properly. Interior design and layout: The interior design and layout contributes to the flow of customers and the workflow of staff effectively. Guest usually gets relaxed in the lobby area as well as having some food & drink. The restaurant is very close to the lobby. Staff easily can serve them without breaking the flow of guest. Ambiance: The lobby area of Park Plaza Sherlock Holmes Lounge exudes private club ambiance. In addition I can say it as cosy ambiance. Desired ambiance: The designer tried to create a comfortable and relaxing environment. Colour scheme: painting combination of wall is white and cream. Artificial lighting: Spot light in the ceiling as well in the floor creates a yellowish segment of colour combination. They have 3 table lamps beside the chair Natural lighting: There is two window belongs to the lobby area. In the day it easily can get the light of the sun. But at night the lobby turned beautiful with city lights. Hard and soft furnishing: There are high-backed leather chairs, wooden round table for lamps, flowers and magazines; wooden book selves, sofa, desk, paintings on wall.
Carpet and Flooring: Wooden floor covering the whole lobby area. But there is no fixed carpet for the floor. There are four piece of loop carpet in the four corner of the lobby. Pictures: Park Plaza Sherlock Holmes carrying the detective mode of Sherlock Holmes throughout the pictures.
Mirrors: There are mirrors in every side of the wall. They are not very big in size.
We can see the mirror attached with the wall. Flowers: In the lobby area it has round table where they put top with Orchid.
Sound and Smell: Park Plaza has central music for the lobby. Here, guest can hear modern music. It is not very rock. This is like solo music. As I explained the ambiance of the lobby is cosy and guest feels comfort with the music. I’ve got slight smell of dampness in the lobby. Space coverings: Space is properly covered by the hard & soft furnishing. As I said floor is not covered by the carpet even though it look beautiful with the piece of carpets. Cleaning and maintenance: It is very easy to clean the floor. In the mean time of cleaning, they use Hoover for the carpets. Sometime they take the carpets out for proper cleaning in every week. Lobby area is not difficult to maintain. Sometime they use the lobby for banqueting. At that time table, chair, sofa are needed to replace from lobby to other places. But sofa has wheel that easily can replace. HVAC: Heating Ventilation Air Conditioning. Park Plaza has central heating and air conditioning that easily can cope up with any environment without breaking customers comfort.
Park plaza Sherlock Holmes is good enough in space design and utilization. But they got problem when they use their lobby as party or banqueting. At that time the chain for flow of customers and work flow of staff coincidentally breaks down. They need to choose other possible place for this. Beside this, they are not good with the service of mobility and sensory disabilities. They can attach TTY, subtitles for the hearing impaired people.
Park plaza Sherlock Holmes is a 4* hotel in the centre of the city. Guest from all over the world comes to see the beauty of the London as well as tries to choose the best shelter in terms of quality and service.
Hotel Park Plaza Sherlock Holmes http://www.parkplazasherlockholmes.com/ Interview with manager
1st session-group work Task 1 Excel sheet
Task 2 Question: Hi The laundry phoned at 3am. They have had a complete power failure and have not been able to finish all the laundering. They will be able to deliver everything that is required, except the pillowcases. They cannot deliver any pillowcases until 5pm. Jhon What are you going to do to solve this problem? How exactly is your solution going to be implemented? Answer As we've got .5 par of spare linens. So, for 240 rooms we have 480 spare pillow cases. (240*1/2*4=480) pillow cases. For 152 rooms we need 152*4=608 pillow cases spare pillow cases =480 so exactly more we need = 128 pillow cases. As we need, 1kg of dry linen=12 p/c but 1kg of dry linen=1.5 kg wet p/c If x=wet p/c par kg so, x*1.5=12 So, x=8 Finally, As drier capacity for 20 kg of wet items so machine can dry ,20*8=160 pillow cases. We easily can use 128 p/c from 160 p/c......
Washing and drying will be done by machine just need a hand. Ironing will do bob and Javier. It takes 2 hours until 8am. Meanwhile the laundry delivery time was 8 am. Task 3 It is now 6.30am.
The phone rings. It is Javier (the linen room supervisor) - he is sick and cannot come to work.
What are you going to do? Answer: It’s ok Javier. Thanks for informing me. Take rest and get well soon. Then I will send Cecilia to help Bob with the laundry as Cecilia is on the schedule to work today.
Task 4 It is now 9.30 The general manager is away for three days at a company conference. Her secretary phones you. Hi, we’ve had a complaint from a guest who stayed in room 211 on Sunday night, Mr. Cooper. He says he left some gold cuff-links out on his bedside table and they disappeared. He says he requested another pillow and the person who delivered it must have stolen them. Can you sort this out-he‘s threatening to call the police Thanks What are you going to do? Answer: At first I will call the security officer and the staff who were on duty at that time. Then I will call the guest for his permission to investigate the problem and I will go to his room with the staff and security officer. This is a case of innkeeper’s liability. As his cuff-links are lost, then I will
record it in lost and found file. And the security maintenance do the job to investigate all the problems related to this. After that I will make a report and send it to the general manager.
Task 5 It is now 10.00.
A room attendant on the fourth floor has called you to say that the vacuum has stopped working. Maintenance has checked it and it needs to be sent away for repair. The room attendant doesn't know what to do.
What are you going to do?
Answer: I will send the new vacuum cleaner to the 4th floor which is been stored in the store room for emergency. Then I will send the old one to the maintenance department for repairing.
Task 6 It is now 10.45
One of the supervisors has called you say that Room 114 is a terrible mess. The guests had a party. There is wine spilled all over the sofa. There are cigarette burns on the acrylic vanity unit and someone has vomited on the carpet beside the bed.
The room is required for tonight. The supervisor doesn't know what to do and needs help. What are you going to do? How are you going to advise the supervisor to deal with the vomit, the cigarette burn and the spilled wine? Answer: After checking the staff schedule I am going to send a staff in room 114 who is available. The sofa requires a Steam Vacuum Extraction as well as Hoover up the carpet. Call the maintenance to do help them for acrylic vanity unit.
Task 8 It is now 12 noon. The front office manager has called to stay that one of the arrivals due for an executive suite is in fact a diplomat from The Republic of San Pedro. The FO manager wants this guest treated as a VIP. What needs to be done to prepare the room for a VIP? What does housekeeping need to do during occupation of a room by a VIP? What are the implications of the guest being a diplomat? What are you going to do to organize all of this?
Answer: Before arrival Prepare the room for VIP Special announcement for all staff about the arrival of the VIP On arrival and stay Change the schedule for staff and make sure he is in comfort during his stay. Assigning more staff during his stay. Start fulfilling the guest special request. Keep complimentary staff like fruits basket and flower by informing Hotel foliage department on guest room. Prepare on arrival request like Wine or Champaign. Check with banquets department any pre-booking for any meetings or conference for the VIP guest. On occupation Keep in touch with his every need. Establishing strong communication between housekeeping and the VIP. Providing local and international newspaper for the VIP. Ensure maximum security during his stay in the Hotel. Show respect by Salutation.
Your assistant housekeeper has called to say that cannot get in until 4pm because her son is not well and is not at school, and her Mum cannot get to her house to look after her son until 3.30pm. You have a very urgent dental appointment at 3pm. What problem does this cause? What are you going to do?
Answer: Here the solution is me. I have to delay or cancel my dental appointment because it is very important to stay one of us.
Task 10 Last soap box in the store have got wet. Not enough soap for the guest room at the moment. What are you going to do? Answer: I am going to send an attendant to buy some soap for the local store nearby the hotel. Note it down for the new order.
Task 11 There is a faulty fire sprinkler on the floor where diplomat is going to stay. Guests are coming within 30 minutes. What are you going to do? Answer: I will check the rota and assign two attendants to ensure the job is done quickly. I tell them to take out the water by using towel or foam and tell them to dry the carpet with the dryer. For instance it should look better if not like the other floor.
3rd session- Group work As a house keeping management team I faced some challenges and problems. Now I am going to discuss about themMaintaining quality: Quality means excellence in the product service that fulfils the expectations of the customer. Otherwise the fitness of the product to use in quality .Maintaining the quality for the housekeeping section is very necessary. The housekeeping section plays vital role in room division operations during the occupancy
of the guest in the hotel. Everything should be neat and clean for the guest use. The satisfaction of the guest depends on the quality as well as service. And this quality should be maintained by the housekeeping department at all the time. For maintaining the quality of the hotel for achieving the maximum revenue the guest room, public areas, linen areas must be kept under proper supervision.
Managing People: Managing people means managing staff in the work place. Every employee does their duty based on a schedule. Proper allocation of staff in terms of linen room, guest room and public areas. If the employees are motivated or satisfied with the job that will carried out the business on the way of success. Not only money but also status, security, recognition can improve the satisfaction of the workers. Satisfied employees are easily being managed and manager found them desperate in the job. Managing Inventory: Managing inventory is necessary for manager who wants to maintain a stocking service for quick turnaround to help ensure total customer satisfaction. Managing inventory is necessary to avoid shortage of frequently used items. In housekeeping it is necessary to keep the records about how much room needs how much product etc. Meeting deadlines: Deadlines are given for a certain time period that the job must be done within the period. Housekeeping department needs proper time management for good output. Assigning attendants and their deadline must be cleared to them. If a room needs 20 minutes to clean then an employee will be instructed to clean 15 rooms in his/her working hours. Keep him/her under supervision that she/he can meet the deadline. Managing health and safety: Managing health & safety is one of the challenges that I faced as management team. Everything should be neat and clean because it is all about the guest which is turn into hotel revenue. Managing incidents: Incidents are managed by the manager or supervisor when the employees stuck into their task. Otherwise in the housekeeping tasks what I have solved that clearly indicates how the incidents are solved.
In Property Management system, among other database guest database is one of the most important database which is used for guest purposes or guest histories. Throughout the guest histories hotels do forecasting. In a hotel we’ve got different operational activities which are the major activities such as budgeting, staffing, plan for maintenance, adjusting the price, yield or revenue management. These operational activities spontaneously related to forecasting.
Guest Database *Budget (Forecasting)
Room Management >EMS >Event
Room Assignment Folio/account management Telephone Casino Movie POS Accounting System
EMS= Environment Management System POS= Point Of Sales
Figure: Property Management System
In above Figure I tried to shown the guest database which comes from guest histories. After that it is highly required for Forecasting. Example: In the hotel for the first time the new guest includes his history but in future his stay in the hotel the history will automatically represents his all information which will be helpful for the room division to make arrangement for him as well his special request, likes, dislikes and other things. This will improve the efficiency on managing the Rooms Division Department. In other way, the detailed guest information provides the key to effective marketing.
Financial Control for a hotel gives a clear idea about the techniques of cost control essential to the success of hotel business. It is closely related with hotel operations, including pricing, income statement analysis and budgeting. In term of long financial growth the term special coverage of investment will help the hotel authority. This is a the methodology for setting financial objectives as well as monitoring financial outcomes against those objectives by means of accounting, and analysing the gaps with findings. Financial planning or budgeting denotes feed forward control, while accounting statements and variance analysis shows feedback control and is corporate by the organisation's management accounting. Targets and outcomes variances may be used as financial performance indicators. As a part of an organisation's planning and control systems, financial control closely associated with financial targets and outcomes (such as hotel sales revenue, profit margins, cost levels and returns on capital) in addition with product or service quality, staff turnover and market share considered as key success variables. Other key targets come after the achievement of financial targets.
Aim and purpose
Principles of goods selection, costing and pricing, and the use of financial statements to measure hospitality business performance and gain skills to apply controlling and accounting methods for resources Costing and pricing, including cost control systems, the relationship between costs, sales and Selling price, and the effect of pricing on profit and loss. Controlling and accounting highly related with the hospitality industry. Storing and producing, for selling the product. Worth the value included in financial reports in a hospitality business environment.
For business forecasting matters a lot, because forecasting means to find out upcoming changes and result in the organization. It can be any changes in the organization. Forecasting help organization to do pre plan and to be prepare for upcoming matter that may effect to the organization positively or negatively. To understand organization framework clearly forecast is needed for doing the job effectively and efficiently. Forecast prepared can be under two different headings. One of them is forecast for new technology and another is forecasting for future. Here have some important factor that should be consider by management during forecasting. They are enlisted below:
The success factors Technological Environment Political environment Financial constrains Market Available Problems that could be incurred Culture in the area Above all these are very important because those are help to do forecasting accurately. Through this way manager can decide the location of the hotel, price and also can set the number of rooms that would be need for running the business.
Budgets are use from the very small departments to the highly involved ones. The budget is the expenses and incomes that which would be incurred because of the task agreed by the department.
When the revenues are set off in opposition to the expenses the remaining amount is only what we call as the profit, also it’s known as bottom line.
The budget also helps the manager to use the money he has to bring out the best possible outcomes for his department.
Ex: A hotel thought to gain 150 guests for a week, with an average of $75. So this brings about $78750 sales for the week. So according to this other costs like labour, beverage and others can be budgeted.
Budget can apply to circumstances in different industries and play a vital role in planning a financially responsible organization.
The occupancy level establishes the budget of the Rooms Division Department because when the occupancy level is high then the revenue will be high, which will benefit the whole department and as a result to the hotel.
Important of a successful budget:
The managers pre-plan the activities they are going to carry out in the budget period making them ready to face problems that could be encountered.
Managers of departments must develop their own objectives and use techniques decide the expenses and revenues, as a result to encouraging their participation.
The goals of the hotel are communicated to departments effectively, because they try achieving those goals.
Monitoring and Evaluating:
When all the goals are set its responsibility of the Front Office Manager to see that the workers of the front office department are reaching the goals set to them. These types of appraisal should be done on a regularly/monthly basis.
Different things have to be measure up in different regular/monthly checking. The monthly appraisals that should be carried out must be in this way.
Occupancy Ratio: It denotes the ratio of room sold against available room. It measures
the performance of front office how much effective they are. Rooms Division Budget Report: This is the monthly budget prepared to be compared with the actual income and expenditure. Operating Ratios: The labour costs of each department are measured in this ratio.
Ratio standards: These specify the goals the department is to ultimately achieve. Rooms Revenue Analysis: This gives a room which has been sold at price. The Daily Operation Report: It denotes the financial summary and operational
findings about the hotel.
The hotel Income Statement: It gives the hotel a clear idea about the profit and loss
of the hotel in a specific time period.
2) Here I am going to discuss some techniques that room division staff can use to maximize salesNegotiated rates for different market segment:
This will happen when a guest for a room for a specific time period and at a special rate. It is the rate negotiated by the different types of guest in terms of rate. A negotiated rate becomes effective the day the guest wants to use the room or on a pass out date as per the negotiation agreement.
Ex: If a group of peoples planning to come and stay in the hotel for few days, then a group leader might be there. The leader or anyone might contact the hotel receptionist/she might ask for special rate. So the receptionist might know whether to negotiate the price or not. If it’s not a peak time, then the receptionist might negotiate the price.
This is a reduction or hike in the price of a room depending on the demand for that season. The seasonal rates may get chance from a season to another season. In summer season most of the visitor move around the world. At that time the rate of the hotel increases. On the other hand in winter it may fall. In addition, the price of room can be changed in term of festival, i.e. New Year festival, royal wedding ceremony, concert nearby the hotel, International events etc. Ex: In the upcoming Olympic Games the hotel rate in London will definitely be increased because lots of visitor all over the world will come to see the Olympic. Overbooking Overbooking is a policy done by the front office of a hotel for achieving best possible occupancy. This is not very easy to do that. But front office does it carefully by update and checking their current business situation. It covers the revenue in terms of last minute cancellation, no shows and early leavings. It needs strong forecasting depending upon hotels current situation.
Ex: Reservationist books the same room for two different guests at the same arrival time.
Conference and Banqueting package
To increase occupancy level, it could offer into package like Conference & Banqueting. So this would attract business people from other countries and also other functions like parties and weddings could be handled.
Ex: When business executives book hotel for business purpose then the hotel can offer them conference and banqueting package which includes the board room and banqueting. It is the policy to sell the room with board room as well as banquet. The is the way that hotel can increase their revenue.
Cancellations and No-show policy
In some cases the guests cancels their booking but it has already been counted in the system. If it is done by paper it is okay but computerized system is different here. It will show the booking. At that time hotel can claim to the guest for actual losses undergoes. After all they will sell the room to the other party. Otherwise in term of no show hotel can charge first night rent from the card details given by the guest. Ex: if the guest is planning to book a room for 5 days and he/she reserves it 10 days in advance from the actual date of arrival, and if they cancels it after 4th day of booking, then the hotel can sell that room to some other hotel guest for about 5 or 3 days. The loss amount the hotel can claim from the previous guest who cancelled the reservation. This could also be paid with by the use of the overbooking policy.
Up selling in room sales Every organization wants to give best service to their valuable customer. So they have lots of plan to do well in business. Up selling is on of the technique. This is basically use for convince customer to buy more expensive items, upgrades or other add-ons which is attempt to a salesman. Here the objective is to make more profitable sale. For making profit high employees or salesperson have to use their knowledge about the product and everything that are related to the product. That’s why organization should trained employees for reaching to the goal or to gain company objective. Up-selling means suggesting more expensive and possibly better items.
Example: receptionist can do perform in up selling product like if any guest is going to reserve a room for him/her with good facilities then receptionist can recommend better one like a luxurious room for him/her with the showing or saying all facilities of that room. It will be better for hotel as well as for customer also.
This is more likely to up-selling but not exactly up-selling. this is all about to try or to make satisfied customer .for this everything that organization try to give customer whatever they need though they have not that product or service but only for gaining customer loyalty they do that. As a result by doing this customer loyalty go up and besides they may got reference from the
customer such customer’s word of mouth to other. Example: if one customer wants snacks item then suggesting him beverage also. If they don’t have beverage item and if customer want beverage like wine then bring it from outside only for customer satisfaction. This is called suggestive-selling.
Cross selling is very profitable and important selling idea in the hotel business. When a company sells other products to their customer is called cross selling. It is like one department product is sale to other departments. For doing more business these techniques used. For this, employees have to be trained and talents. Cross selling make more profit for the organization. Cross-selling relates to sales activities that identify, suggest, and sell related items such as accessories or services to a prospective or existing customer. Example: if any customer staying for long time in their hotel then hotel management can give him an offer like if he comes again to their hotel then he will get 30% discount and will get free membership card of their premium club.
Each major hotel chain usually provides a loyalty programme or reward scheme for frequent visitors. By enrolling in a scheme, points may be accrued for stays at all the hotels in a chain.
Points are usually redeemable for free stays, gifts, or extras at the hotel such as upgrades or meals.
Loyalty scheme for Hilton
Only Hilton Honours lets you earn Points & Miles® and enjoy hotel rewards with No blackout dates for stays at more than 3,000 hotels worldwide. Plus, you can earn miles for your Hilton Family hotel stays with any of more than 50 airline partners. You can use your points for great holidays, experiences, shopping, Giving Back and more.
Loyalty scheme for Marriott
Earn Points or Miles
™ Marriot Hotels & Partner Hotels ™ Participating airline programs ™ Rewarding Events
Every hotel can use their techniques for getting more customers. Getting customer is not all. Gain customer loyalty and satisfaction can make company successful that is not very easy. so everything have to do based on customer need, want and demand and this is all for making maximize of company’ profit as well as earning good reputation
Different performance indicators and reports that measure the effectiveness of room division operations: These performance indicators and reports can be used to measure the effectiveness of the Rooms Division Operations: o Financial Management o Human Resource Financial Management This shows how efficiently the finance of the Rooms Divisions is maintained. The reports included are: Budget This is the plan of how the money should be spent in the Rooms Division. Budget is the future economical plan for a hotel. Normally budget has been made for early basis. Every
year hotel makes a new budget. Depends on the budget hotel try to fix how much money they are going to spend in one year and how much they have to earn in this one year. Human Resource Management
This shows how well the HR division has been performing. These are some of the reports that used to assess them: Staff Training Report This indicates the amount of time dedicated to training employees. If the time is more than the training session would have been more effective. This is important to create efficient workers, who would benefit the hotel.
Revenue Report This indicates how many employees have left the hotel within a given time period. If this rate is low, it means that the employees are satisfied with their jobs at the Rooms Division. If not the Front Office Manager would have to carry out research and identify and solve the problems dissatisfying the employees. These above 2 reports show if employees are satisfied with their jobs and if their performance is increasing continuously.
Group Activity A) 1) Why Front of House areas are very important to the effective Management of the hotel business? - It’s the first contact you have with the guest. If you sort them out from the start It makes that transition much easier when they are in the hotel. - Front of house areas are very important to maintain because you are dealing with customers all the time. Even if you have something that is very important that needs doing, you must drop it and help out a guest if he/she needs being helped - The key to the success of a hotel business is service which starts with the first contact between the guest and the hotel personnel of the Front Office. The way guests are received and treated is very vital because this becomes the basis of their first impression and conditions their disposition about the other services of the hotel. If guests receive the brand of hotel hospitality at the onset, this can mean repeated patronage in the future. - The guests evaluate a hotel and its services by the courtesy and efficiency they find in its employees. The importance of the role played by the front office in promoting good guest relations is self-evident and cannot be overemphasized. Less known, but almost as important to the financial success of a hotel is the staff’s role in credit, payroll, staff planning, and income control which is done by front office. The Front Office also provides the initial contact; this is also where customer related problems usually occur. 2) Do you think hotel business starts with Front Office? - It certainly does start with front office, that’s where you can learn how to attract guests to your hotel and get them to come and stay at the hotel. - I don’t think it does. I think it starts with room division, when taking bookings and allocating rooms for guests and also providing for all their needs and wants. - Yes I think. Because Front office is a business term that refers to a company's departments that come in contact with clients, including the marketing, sales, and service departments.
- I agree with this because in the hotel industry, the front office welcomes guests to the Accommodation section: meeting and greeting them, taking and organizing reservations, allocating check in and out of rooms, organizing porter service, issuing keys and other security arrangements, passing on messages to customers and settling the accounts.
3) How the effectively of whole management of the hotel depends on the efficiency of Front Office? - Management does not depend on front office, all managers have their own sectors and departments, they may work together but ideally they must work for their department. - Front office is the base of operations. Managers need a great front office team to help them succeed in their appropriate sectors. - Customers are the key of business. Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Front office employees have first chance to meet or exceed customer expectations through their service such as up-selling, cross selling, suggestive selling. -Front office can be efficient to provide good customer service which means to listen our guest properly and providing services as their needs. We always cut a lot of complain and deal with a lot of challenges which is closely related with guest satisfaction as well as customer’s loyalty. In order to bring them back we have to listen our guest carefully and have to meet their needs.
B) 1) What are the key operational issues in Front Office operation? - A good working environment is always essential, and a productive team. -It’s very important to communicate with staff as well as with other department. -The way they show to their guest that they care their guest is very important, for example- up-selling, cross selling, suggestive selling and /or good customer service - Taking things from word of mouth to paper. Always document all the details down, and never just remind someone of something by word of mouth. 2) Which one is very important? - The working environment - To touch our guest through our service such as up-selling, cross-selling, suggestive selling, providing good customer service. 3) Do you think forecasting is important for attaining the goal of hotel business? - Forecasting is a must do. You need to see what kind of guests are coming so that you can predict the amount of staff you need on shift to get better results.
- It’s a standard for the management staff. You must forecast to be able to order stock, check everything is in order so you can prevent confusion. On a busy day everything is fine, but if one mishap happens, then it becomes a snow ball effect. -Forecasting is very important to maximise the revenue under the constraint of fixed room capacity. -It’s an important subject to the yield management system. We can sell the right type of room to the right customer at the right price through forecasting. C) 1) What are the main sales techniques used by FO staff? - Upselling -upselling and promoting club cards -Up-selling, cross selling, suggestive selling. -loyalty schemes 2) Do you follow overbooking policy to maximize sale? - Yes, it’s a good strategy that we imply - Yes we do overbook the hotel, but only to a maximum of 5% -yes we do in order to reach 100% occupation. -yes we do to increase the revenue.
I have collected most of the information from website as well as some books. I collected all the class lecture and was very attentive in the class. I took the lecture on my hand book and it helps me a lot to carry out my assignment .
While studying this subject I’ve got few concepts those are very important and applied by hospitality industry. In room division operations I’ve studied front office and housekeeping. In front office, the concept of Guest Cycle is very important in front office operations. It starts through signing in the guest and end through the signing out the guest. I’ve got Legal and Statutory concept that represents the basic law in operating the hospitality industry. Interior design and space utilization is another concept which effectively contributes to the flow of customers and the workflow of staff. I learnt Property Management System (PMS) concept that insists guest database, room assignment, room management, account, customer relationship system and many other things that run the business along with reservation, customers billing information, guest check in and out, room status etc. Yield Management concept related to budgeting and planning for revenue and cost control that I’ve found very important.
Room division operations management is not different from other management where manager/supervisor plays a vital role for the whole organisation. The main challenges faced by the manager/supervisor working in Front Office and Housekeeping are given bellowIn front office and housekeeping, manager has to make staff schedule for every week. Sometime he has to get a lot of pressure from the employee because someone wants to come early and someone wants to come late.
Manager has to manage the people and maintain the quality as well as the service to carry out customer’s satisfaction. In term of working situation managers have to face some incident that he or she to solve throughout the team. Front Office manager forecasts the business strategy for budget planning to carry out the business. One of the main challenges is to balance the financial statement after audit.
I enjoyed this module very much though this is my first module in London Hotel School. But I’ve got some concepts little bit difficult compare to other concepts. Forecasting for the budget planning is very sensitive for the manager to predict and there are some unexpected task makes the manager worried. Otherwise everything is perfect. I could have improved myself in this module by doing more practice and more research about different books.
Room division operation is all about the front office and housekeeping of a hotel operation. In this assignment I tried to carry out my all efforts by investigating rooms division. In the hospitality business the revenue of the hotel anyhow depends on the front office as well as housekeeping section.
References http://en.wikipedia.org/wiki/Forecasting http://www.otel.com/hotels/park_plaza_sherlock_holmes_hotel_london.htm?s_kwcid=hotel%2 0sherlock%20holmes%20in%20london||S|b|7125728105&adwaccid=adwAcc9&gclid=CNTBj 63jq6oCFdNc4QodGXCZQA http://www.hotelmule.com/hospitality_travel_wiki/wiki/financial%20control http://en.wikipedia.org/wiki/Disability_Discrimination_Act_1995 http://www.hse.gov.uk/coshh/basics/whatiscoshh.htm http://en.wikipedia.org/wiki/COSHH http://www.direct.gov.uk/en/Governmentcitizensandrights/Consumerrights/Yourconsumerright swhenbuyinggoodsandservices/DG_182935 http://www.legislation.gov.uk/ukpga/Eliz2/4-5/62 http://www.asashop.org/autoinc/july98/mech.htm http://www.tipsandtricks-hq.com/shop-admin-tips-simple-upsell-and-cross-sell-techniquesthat-i-use-2004 http://sellitontheweb.com/blog/tips-effective-cross-selling-up-selling/ http://www.londonhotelschool.com/administration/files/fm/Rooms%20Management/ Health%20and%20Safety%20Regulations.pdf
Book Managing front office operations, Seventh edition by-Michael L. Kasavana & Richard M. Page - 453, 475, 478-484 and 502-507. Book Managing front office operations, Seventh edition by-Michael L. Kasavana & Richard M. Brooks. Page – 347, 432-437 and 451