Unit 6:Rooms Division Operations
 Unit code:R/601/1792
 QCF level:4 
 Credit value:15 


  • Aim

This unit will provide learners with a comprehensive understanding of contemporary rooms’ division operations management and the importance of revenue management to operations.

  • Unit abstract

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.

  • Learning outcomes

On successful completion of this unit a learner will:

  • 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.


Unit content

  • Understand services provided by the rooms division in diverse contexts

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

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

  • Understand the impact of contemporary management issues on the effective management and business performance in the front of house area

Planning and managing: business/departmental plans; operations; procedures; POS management; security; night audit; use of technology; operational constraints; evaluating; controlling and updating front-of-house services; health and safety; consumer and data protection; pricing

Front-of-house area: visual impact; first impressions; design and layout; zoning; ambience; colour; flowers/plants; heating; lighting; airflow; cleaning and maintenance; security Services: examples eg rooms related, concierge, information, sales, administration Operational issues: financial; marketing; sales; human resources; quality; customer

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

Planning and managing: business/departmental plans; operations; procedures

Property 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

Services: 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



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

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

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

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)



Learning outcomes and assessment criteria

 Learning outcomesAssessment criteria for pass 
 On successful completion ofThe learner can: 
 this unit a learner will:   
 LO1 Understand services 1.1discuss accommodation and front office services for 
 provided by the rooms  different organisations 
 division in diverse contexts 1.2analyse the roles and responsibilities of a range of 
    accommodation and reception services staff 
   1.3discuss legal and statutory requirements that apply to 
    rooms division operations 
   1.4evaluate services provided by the rooms division in a 
    range of hospitality businesses 
 LO2 Understand the impact of 2.1assess the importance of the front of house area to 
 contemporary management  effective management 
 issues on the effective 2.2discuss the key aspects of planning and management of 
 management and business  
   the front of house area for a given hospitality operation 
 performance in the front of   
 house area 2.3critically discuss the key operational issues affecting the 
    effective management and business performance of the 
    front office area for a given operation 
 LO3 Understand factors that 3.1assess the importance of property interiors and design 
 contribute to effective  to effective management 
 management and business 3.2discuss the critical aspects of planning and management 
 performance in the  
   of the accommodation service function for a given 
 accommodation service   
   hospitality operation 
   3.3analyse the key operational issues affecting the effective 
    management and business performance of the 
    accommodation service function for a given operation 
 LO4 Be able to apply techniques 4.1perform revenue/yield management activities to 
 to maximise and measure  maximise occupancy and rooms revenue 
 occupancy and rooms 4.2discuss sales techniques that rooms division staff can 
   use to promote and maximise revenue 
   4.3discuss the purpose and use of forecasting and 
    statistical data within the rooms division 
   4.4calculate rooms division performance indicators to 
    measure the success of accommodation sales 





This unit can be linked successfully with Unit 10: Work-based Experience, as a period of work experience in a rooms division environment, prior to delivery and assessment it will help learners who have no front office or operational accommodation experience.

This unit links to the following Management NVQ units:

  • B3: Develop a strategic business plan for your organisation
  • B10: Manage risk
  • E1: Manage a budget
  • E2: Manage finance for your area of responsibility.

Essential requirements

Appropriate front office reservation/customer billing software packages such as Fidelio, must be used to enable learners to appreciate the impact of technology on the front office.

Further resources, such as articles on revenue/yield management, must be accessed via the internet.

Employer engagement and vocational contexts

The quality and relevance of the learning experience can be greatly enhanced by the involvement of current practitioners of this unit, especially by the hosting of learners for at least one of their assignments. Current practitioners will help learners appreciate better the nature of the competitive business environment.

Case study materials will also help to highlight specific issues.

HND in business management offered by the offers high quality work for the mandatory as well as optional units such as the work based experience (WBE), employability skills, business ethics, European Business, operation management in business, small business enterprise, Quality management in business, internet marketing, human resource development, managing human resource, human resource management, advertising and promotion in business, Managing communication, knowledge and information (MCKI), Managing business activities to achieve results (MBAAR), Working with and leading people (WWLP), Personal and professional development (PPD), Research project (RP), Business strategy, Business decision making, marketing principle, Organization and behavior, Managing financial resources and decisions (MFRD) and Business environment.  



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