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

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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.

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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

Understanding specific need in health and social care
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 GradeHND Assignment Help
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

Understanding specific need in health and social care

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;

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Influences on health and social care organization 

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)

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