R/601/1792 Rooms Division Operations Management






Unit Assignment

Assignment front sheet

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Qualification
Unit number and title
Pearson BTEC HND Diploma in Hospitality Management
R/601/1792  Rooms Division Operations Management
Student name
Assessor name

Compiled by :
Date issued
Completion date
Submitted on
21/09/2015
18/10/2015




Assignment title
Rooms Division Operations Management

Learning Outcome
Assessment Criteria
In this assessment you will have the opportunity to present evidence that shows you are able to:
Task no.

Evidence
(Page no)
LO  1
Understand services provided by the rooms division in diverse contexts.
1.1

1.2
Accommodation and front office services for different organisations.
The roles and responsibilities of a range of accommodation and reception services staff.
1.1


1.2


1.3


1.4
Legal and statutory requirements that apply to rooms division operations.

Evaluation of services provided by the rooms division in a range of hospitality businesses.
1.3


1.4

LO 2   
The impact of contemporary management issues on the effective management and business performance in the front of house area:



2.1


2.2

2.3



Assessment of the importance of the front of house area to effective management.
The key aspects of planning and management of the front of house area for a given hospitality operation.

The key operational issues affecting the effective management and business performance of the front office area for a given operation.
2.1


2.2


2.3

LO  3

Factors that contribute to effective management and business performance in the accommodation service function

3.1

3.2
Assessment of the importance of property interiors and design to effective management.
Critical aspects of planning and management of the accommodation service function for a given hospitality operation
3.1

3.2



3.3
Key operational issues affecting the effective management and business performance of the accommodation service function for a given operation.
3.3

LO  4
Techniques to maximise and measure occupancy and rooms revenue and their application

4.1

4.2

4.3

4.4



Performance of revenue/yield management activities to maximise occupancy and rooms revenue

Discussing sales techniques that rooms division staff can use to promote and maximise revenue

Discussing  the purpose and use of forecasting and
statistical data within the rooms division

Calculating room’s division performance indicators to measure the success of accommodation sales









4.1


4.2


4.3
4.4













Learner declaration
I certify that the work submitted for this assignment is my own and research sources are fully acknowledged.


Student signature:                                                Date:





In addition to the above PASS criteria, this assignment gives you the opportunity to submit evidence in order to achieve the following MERIT and DISTINCTION grades
Grade Descriptor
Indicative characteristic/s
Contextualisation
M1
Identify and apply strategies to find appropriate solutions
An effective approach to study and research has been applied.
Effective judgements have been made
Complex problems with more than one variable have been explored (M1)

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

M3
Present and communicate appropriate findings
Communication is appropriate for familiar and unfamiliar audiences and appropriate media have been used.
A range of methods of presentation have been used and technical language has been accurately used
Coherent, logical development of principles / concepts in the assignment
The appropriate structure and approach has been used(M3)

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
The validity of results has been evaluated using defined criteria
Self- criticism of approach has taken place (D1)

D2
Take responsibility for managing and organising activities
Substantial activities, projects or investigations have been planned, managed and organised

The importance of interdependence has been recognised and achieved
The important of interdependence has been recognised and achieved
The unforeseen has been accommodated (D2)

D3
Demonstrate convergent /lateral /creative thinking


unforeseen has been accommodated (D2)

Ideas have been generated and decisions taken
Convergent and lateral thinking have been applied
Problems have been solved
Innovation and creative have been implied.
Effective thinking has taken place in unfamiliar contexts.
















Assignment brief
Unit number and title
R/601/1792  Rooms Division Operations
Management


Qualification
BTEC Higher National Diploma in Hospitality Management
Start date
21/09/2015
Deadline/hand-in
18/10/2015
Assessor
Priyarajha Goonewardene

Assignment title
How to improve the Rooms Division’
Purpose of this assignment

This unit will provide learners with a comprehensive understanding of contemporary rooms division operations management and the importance of revenue management to hotel operations. 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 an 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 an 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.
To achieve this unit a learner must:
1
Understand services provided by the rooms division in diverse contexts.
2
Understand the impact of contemporary management issues on the effective management and business performance in the front of house area.
3
Understand factors that contribute to effective management and business performance in the accommodation service function.
4
Be able to apply techniques to maximise and measure occupancy and rooms revenue.
Scenario

You are employed as the Assistant Rooms Divisions Manager of a hotel that belongs to a prestigious international group of hotels.  The 3 star boutique hotel will be undergoing a development project in order to upgrade it to a 5 star luxury hotel. The new hotel will have 200 bedrooms where the hotel will feature suits, mini-suits, and executive floor for business clients together with executive rooms and many standard double and single rooms. It will have a separate concierge desk, guest relations lounge, two luxury restaurants, one fine dining and another contemporary restaurant. Two conference and banqueting halls and a leisure centre. The hotel is situated in the city centre.  At the moment the two star hotels has 100 bedrooms, one coffee bar, one restaurant, lounge/bar area.

The group has forwarded the architectural development concept and have asked you to compile a report to the regional managers, based on ‘How to improve the Rooms Division’ in the new five star hotel.
Your Rooms Division manager has requested you to consider the following when compiling the report.
Understand services provided by the rooms division in diverse contexts
Understand the impact of contemporary management issues on the effective management and business performance in the front of house area.
Understand factors that contribute to effective management and business performance in the accommodation service function
Be able to apply techniques to maximise and measure occupancy and rooms revenue


Task 1 (LO 1 AC 1.1 1.2 1. 1.4) Understand services provided by the rooms division in diverse contexts.

1.1/2
In compiling your report, first discuss accommodation and front office services (LO1.1) for two different hotels and analyse the roles and responsibilities (LO1.2) of the range of accommodation and reception services staff.

1.3/4
Further, you are required to discuss legal and statutory requirements (LO1.3) that apply to room division operations and evaluate services provided by the rooms division (LO1.4) in a range of hospitality businesses.(minimum of 3 sectors)

Tip: For task 1.1/2, you are focussing on only accommodation and front office services of two hotels, and you may consider some of the following Accommodation services: roles and responsibilities; housekeeping; maintenance; working procedures; control mechanisms; decoration and furnishings; refurbishment;
accommodation environment and occupancy; guest services and supplies; linen services and laundry; cleaning services; environmental issues; health, safety and security; documentation and records Front office services: roles and responsibilities; reception; advanced reservations; concierge; administration; working procedures; control mechanisms; interior design; first impressions; guest records; the guest cycle; occupancy rates and monitoring; selling and promotion; tariffs and discounting; billing; point of sale (POS); payment procedures; cash control and
Reconciliation; security
For Task1.3/4, you are discussing the diverse range of services (Minimum of 3 sectors) offered by the rooms division of different hotels.  (based on the size, level of service and location, these services will defer) For Example you consider Legal and statutory requirements: health and safety; hazardous substances; protective
clothing; consumer law; price tariff and display; data protection; immigration (hotel records);
diplomatic privileges
Diverse contexts: hospitality businesses; at least three examples eg hotel, restaurant with
rooms, university campus
Task 2 (LO 2 AC 2.1 2.2 2.3) Understand the impact of contemporary management issues on the effective management and business performance in the front of house area.

2.1/.2
You are required to assess the importance of the front of house area to effective management (LO2.1) and Discuss the key aspects of planning and management of the front of house area (LO2.2) for a given hospitality operation.

2.3
Once the above two key aspects are assessed and discussed you are required to critically discuss the key operational issues affecting the effective management and business performance of the front office(LO2.3)area for a given operation.

Tip: For this task, you can select an organisation of your choice to elaborate your answer. For 2.2, you need to discuss in detail, the different areas that require planning within the front of house of a hotel. Example; visual impact; first impressions; design and layout; zoning; ambience; colour; flowers/plants; heating; lighting; airflow; cleaning and maintenance; security
As task 2.3 requires critical assessment, your answer should include relevant references, theories and examples, compare and contrast with other such organisations where appropriate. Example; financial; marketing; sales; human resources; quality; customer

Task 3 (LO 3 AC 3.1 3.2 3.3) Understand factors that contribute to effective management and business performance in the accommodation service function.

3.1/.2
As the trainee RDM how would you assess the importance of property interiors and design to effective management (LO3.1) for the new building of the hotel and to the entire refurbishment programme. You are to discuss the critical aspects of planning and management of the accommodation service (LO3.2) function for a given hospitality operation.

3.3 Finally, analyse the key operational issues affecting the effective management and business performance of the accommodation service (LO3.3) function for a given organisation.

Consider: Based on the organisation of your choice, you should quote examples for different aspects of interiors and design, and different criteria that can be used when considering purchasing and management of different aspects of accommodation provision. Example; interiors and design: use; function; visual impact; ambience; ratings; cost; durability; access to and mobility within interior; suitability of fabrics/furnishings/fittings; efficient use of space; heating; lighting; airflow; effect of colour; design; smell; flowers; plants.
For 3.3, you should look at issues that are faced by the management in terms of day to day operational issues and enhancing business performance in order to maximise profitability of the organisation. Example; to include rooms (bedrooms, functions, meeting, staff, public), linen and laundry, cleaning, leisure areas, maintenance and self-catering equipment, environmental services, waste management, use of technology, operational constraints, health and safety, consumer and building regulations, evaluating, controlling and updating rooms services
Operational issues: financial; marketing; human resources; quality; customer

Task 4 (LO 4 AC 4.1 4.2 4.3 4.4) Be able to apply techniques to maximise and measure occupancy and rooms revenue.

4.1
One of the main duties of your position is to increase the room sales of the new five star hotel. In order to achieve this task, you are to perform revenue/yield management activities to maximise occupancy and rooms revenue.(LO4.1)

4.2 In order to promote and maximise revenue of the new establishment, what sales techniques you would discuss (LO4.2) with the rooms division staff.

4.3/4.4
 You are to discuss the purpose and use of forecasting and statistical data (LO4.3) within the rooms division and elaborate rooms division performance indicators (LO4.4) with suitable examples in order to measure the success of accommodation sales.

Tip: For 4.1, you should use suitable examples and discuss as to how you will optimise room sales while maximising profitability. (you can discuss price variations, tour operator contracts, promotions and offers, empowering staff to sell rooms to walk-in FIT’s and groups) Also you may consider some of the following too; Revenue/yield management (RM/YM): forecast methodology; demand; perishability; cyclicality; distribution channels; price discrimination using differential rates and tariff structures to maximise occupancy; inventory management including the use of booking horizons and booking forecasts to maximise yield; hotel internet marketing including viral marketing; ethical issues; price fencing and lead-time pricing; advantages and limitations of
revenue/yield management systems
For 4.2, discuss with examples, some sales techniques that can be used by different types of staff within the rooms division (eg: reception, room attendants, concierge, guest relations) Example; Sales techniques: tariff structures; market-based pricing; negotiated rates (delegate, seasonal corporate packages); the use of overbooking (policy on no-shows, cancellations); sales leads; referrals; selling other services; upselling; correspondence research; repeat business; customer loyalty schemes; sources of bookings; central reservations; agents; airlines; referrals
In answering 4.3, you must discuss the importance of using an occupancy forecast and the use of statistical data and discuss some performance indicators that are based on rooms/guests. In this discussion, you may use hypothetical examples where appropriate in order to clarify your viewpoints. You may consider some of the following; Forecasting and statistical data: comparisons of actual performance against projected performance; formulation of the marketing and pricing policy; compilation of operational and financial reports; front office performance indicators (room occupancy percentage, sleeper occupancy percentage, double/twin occupancy percentage, average room rate, average sleeper rate) Important; Class group exercise will be done.


Assignment vocabulary

Assess
Estimate the value of, looking at both the positive and negative attributes

Analyse
Separate into its component parts and show how they interrelate with each other

Discuss
Present arguments for and against the topic in question. In discussion questions you may also give your opinion.

Evaluate
Estimate the value of, looking at both the positive and negative attributes


Evidence checklist
Summary of evidence required by student
Evidence presented
Task 1
Accommodation and front office services for different organisations
roles and responsibilities of a range of accommodation and reception services staff, legal and statutory requirements that apply to rooms division operations
services provided by the rooms division in a range of hospitality businesses. legal and statutory requirements that apply to rooms division operations


Task 2
The importance of the front of house area to effective management, the key aspects of planning and management of the front of house area for a given hospitality organisation,  the key operational issues affecting the effective management and business performance of the front office area for a given organisation

Task 3
The importance of property interiors and design to effective management, key operational issues affecting the effective management and business performance of the accommodation service function for a given operation.

Task 4
Perform revenue/yield management activities to maximise occupancy and rooms revenue, sales techniques that rooms division staff can use to promote and maximise revenue, the purpose and use of forecasting and statistical data within the rooms division. Calculate rooms division performance indicators to measure the success of accommodation sales.



Achievement Summary


Qualification
Pearson BTEC HND Diploma in Hospitality ManagementBTBBTBBBbBEC

Assessor name

Priyarajha Goonewardene

Unit Number and title
R/601/1792
Rooms division Operations Management

Student name


Criteria Reference
To achieve the criteria the evidence must show that the student is able to:
Achieved?
(tick)





















































Higher Grade achievements (where applicable)


Grade descriptor


Achieved?
(tick)

Grade descriptor

Achieved?
(tick)
M1: Identify and apply strategies to find appropriate solutions


D1: Use critical reflection to evaluate own work and justify valid conclusions

M2: Select / design and apply appropriate methods / techniques


D2: Take responsibility for managing and organising activities

M3: Present and communicate appropriate findings


D3: Demonstrate convergent/lateral/creative thinking









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