Journal Entries on Rooms Division Management

Question

Task: To complete this task, you will need to complete nine (9) journal entries on the subject of Rooms Division Management.

Answer

Introduction
Rooms division management can be subjected as introductory subject of hotel management that provides an in-depth understanding of functions associated with guest services. Majorly, this management deals with ‘rooms inventory’ associated with accommodation business. Principles of service recovery and service quality underpin entire facets regarding accommodation management initiating from ‘guest reservations’ to arrival, maintenance and housekeeping services. Room division management includes looking after guest security, safety and departures. The interactions and relationship between room divisions and other accommodation departments are expressed considering the impact on the guest services. Actually, RDM describes hospitality industry that is used for uniting coordinated efforts and endeavours of housekeeping departments and front office.

Journal Entry 1: Service Recovery and Service Quality
Topic Sentence
According to Liatet al. (2017), ‘service quality’ management is the framework for having qualitative guest experience. Concerning this, guest expectations needs to be analyzed. In addition, processes of service recovery are outlined for managing difficult ‘service situations’ and to minimize guest dissatisfaction. I have understood that, the business management uses concepts and principles of traditional management theory and also adopts practices that are based on 'industry specific’ experiences. Recent trends concentrate on such practices which simultaneously benefits several aspects of hotel businesses. Like, improving service quality and branding, promoting productivity of employees are benefited through adaptation of appropriate management theory for hotels worldwide.

Idea Development
Hotel’s staffs are responsible for handling service issues in room division’s management. The common issues faced in room division’s management are quality of foods and services provided in the hotel are not up to the mark and cost efficient. These grievances from provided services are analyzed and service recovery is thus fund necessary here. I have learned that, the front office department of the room’s division management has direct contact with customers and they are the first to have customer feedbacks. Often hotel services are not quality oriented and cannot fulfil customer expectation and this impacts on customer loyalty (Jasinskaset al. 2016).

Additionally, as customers from different cultures possess distinct demands from hotel staffs, employees are unable to cope up with customer cultures and behaviours. I have understood that women customers demand more improved lodging system and developed quality of foods. Hence, I have learned that for service quality management is critical to retain customers and performance evaluation is obvious for service recovery furthermore (Liatet al. 2017).

Journal entry 2: Role of Housekeepingand Front Desk and Communication
Topic Sentence
Room’sdivision supervision is split into two parts that include ‘front desk’ supervision and ‘housekeeping inspection’. I have gained knowledge that front desk supervisor have various kinds of responsibilities, amongst which handling objections of guests and assisting in staff trainings are most important. Besides resolving problems of guest, ensuring smooth operation is another major responsibility of the front desk supervisor that has been analyzed as functions of those (de Carvalhoet al. 2016). I have also understood how the supervisor cooperatively collaborate and interact with supervisors from other departments. Housekeeping inspector also plays crucial role in the supervisory activity of room division management, assign rooms, sections and tasks to the house persons and room attendants when needed. Hence, in room management the bureaucratic management theory is mostly emphasized on, that follows hierarchical system of management in room divisions.

Idea Development
In hotel businesses, bureaucratic managementtheory is mostly focused on, that implicates its concepts and models in hotel management practices. This type of management highlights importance on structuring organizations (Kitana, 2016). In this case, I have gained knowledge that, hotel businesses follow hierarchical fashion of hotel management associated with maintaining clear ‘division of labour’.Thus, communication is most essential in this kind of management system. According to Weber, ideal bureaucratic management theory when adopted in hotels, it focuses on ‘hierarchical chain’ of command and distinguishes organizational and personal assets of employees. This management theory concentrates on documentation of hotels and ‘meticulous’ record keeping of that hotel. According to this hierarchical management system in this hotel, I have learned that strictly rules and consistent regulations are followed for the customer or guest experience and improving staff’s performance.

Additionally, it has also concerned me that how important the post of General Manager isfor collaborating with other organizational departments. It is seen that ensuring smooth operations of room division front desk supervisor is made through keeping General Manager updated to news and organizational innovations are entertained (de Carvalhoet al. 2016). This potential supervision enables efficient room’smanagement in hospitality industry. Lastly, I have gained knowledge how supervision activities assist general managers in managing tasks like preparing work schedules for employees and distributing the payroll checks. All these are possible smoothly through active collaboration. Hence, I have clearly understood the importance of collaboration with different departments of an organization for smooth and efficient controlling of services and operational processes in hotels.

Journal entry 3: Security, Safety and Legal Issues for Accommodation
Topic Sentence
Housekeeping supervisor follow entire policies and trainings that are required by Environmental Health and Safety and personnel. According to Chauhanet al. (2018), security and safety measures are adopted by hotels for improving CRM. Additionally, I have noticed that the supervisor here also works closely and collaboratively with personnel for promoting open communications and ensuring that all legal and ethical standards are met. However, they are also concerned about completion of assignments and conducting room inspection for ensuring the standards which are to be met. Some legal frameworks are designed for ending up with rooms division services.

Hotel management provides CCTV cameras, fire extinguishers, ambulance, teams of security guards, secure locking systems for security and safety of customers. Legal frameworks are designed with hotels and associated room’s division services. If those policies and rules are broken, strict penalties isprovided. I have also learned how in parts of deficiencies the supervisors follow up room attendants for security and safety of guests. In addition, operational standards are maintained for delivering excellent ‘guest experiences. The bureaucratic management system of hotels is potential in handling all the safety, security and legal guidelines of customers (Kitana, 2016).

Idea Development
Managers of room’s division lead, control, supervise front desk. I have learned that supervising housekeeping departments and guest services are the primary step of room division’s supervisions and it improves hospitality industry more. Effective supervision activities include high compliance and smooth processes in consideration of guest relation, reservation standards and housekeeping, especially in larger hotels.Formulating policies of guest services and improving guest relationship management is supervisory functions in room division’s management (Chauhanet al. 2018). Guests often expect from accommodation operator to have secure and safe environment. I have understood that businesses need to meet legal obligations that are mentioned in legal frameworks. Supervising room division’s functions include guest registration, training front desk employees in protocols of hotels and other duties.

Apart from this, innovative accommodation facilities in rooms division management is needed to follow legal policies (Pavia &Flori?i?, 2017).Performance and mutual understandings can keep illegal, unethical and unsafe works apart from room services provided to guests. It is also clear to me that solutions are needed to be provided in room division’s management for minimizing risk of problems that arise from safety, security and legal issues. Hence, I can learn that legal framework and certain safety and security concerns for the guests are needed to be maintained in room services, failing which penalties and customer bad experience would lead business diminishment.

Journal entry 4: Qualitative business performance and evaluation
Topic Sentence
Selection of employees and their promotions are made qualification based, rather than supporting personal relationships. Hence, the hotel staffs are selected based on qualifications and prior experiences. Fresher hotel employees are trained individually for customer satisfaction and gaining fame of the hotel. Certain key performance indicators (KPI) are selected as business performance tools for measuring functional efficiencies of hotel business. Likewise, average rate of rooms, revenue of each room, rate for bedroom occupancy, and price for occupied rooms all are considered efficient in measuring performance of hotels. Systems management theory concentrates on several departments within an organization working harmonically (Kitana, 2016). For qualitative and optimal business performance multiple components need to work synergistically.

Idea Development
Business performance needs to be evaluated for customer satisfaction and qualitative guest experiences (Liaet al. 2017).I has also understood that maintaining accuracy of ‘current status’ and making room assignments is concern of supervisor here. The supervisor is concerned about improving ‘front office’ methods and services. I have gained knowledge that greeting all guests and ensuring special ‘welcome’ for the VIPs and ‘returning guests’ is fundamental supervisory activity of RDM supervisors. I have understood that for managing supervisions in room divisions, delegating tasks and supervising staff members is of utmost importance.

All these collaboratively contribute to the smooth and flexible business performance. I have learned that KPI are efficient in measuring business performance and depending upon performance evaluation further service improvements are possible through making decisions (Pîrlog&Balint, 2016).I have learned how managers evaluate business patterns and also events in the companies for determining best approach of management. Hence, collaborating on various programs collectively contributes to performance efficiency and KPI are major indicators for assessing performance.

Journal entry 5: Guest accounts and check-out process
Topic Sentence
Keeping account of the due payments that are to be made by the guests and the overall checkout process is extremely crucial in coming up with a better skill set in the hospitality sector. In the words of Abed(2017), without appropriate understanding regarding the area of guest checkout, appropriate occupancy forecasting is not possible, which is to be checked by all organizations in this sector. Without proper guest accounts check, there cannot be an appropriate check out process and mistakes in the same is bound to adversely affect the overall organizational objectives.

Idea Development
I have been able to understand the complexity involved in the keeping of the accounts of each individual guest that arrives at a hotel and the need to do so as well. As per the ideas of Petkova(2017), one major area associated with the accommodation industry is the check-in and check-out process that is applicable in the case of each guest in the hotel. Without proper knowledge regarding this area, I will not be able to create the final payment invoices of the individual guests, which would land the entire hotel in trouble. Therefore, the coming up with an understanding of the most effective process that can be associated with this domain has helped me gain better insights regarding this aspect, which is also a crucial area that is to be considered for my overall professional development. It is clear from the tenets of the Systems management theory that the overall efficacy of an organization is the culmination of the combined efforts of all its components (Abed, 2017). In this regard, the appropriate calculation of final payments and the coming up with an appropriate knowledge of checkouts is crucial overall.

Journal entry 6: Nigh audit and reports management
Topic Sentence
The reconciling of guest transactions is extremely crucial, as it help in coming up with the necessary levels of understanding regarding the aspect of overall transactions throughout the day within the hotel. As Kuzminet al. (2018) says night audit helps in fulfilling this basic requirement associated with hotels, which is an extremely crucial area that is to be understood. Moreover, it has also imparted knowledge regarding the reporting process associated with the organization.

Idea Development
`As a professional I need to understand and explore multiple ways that can help in engendering better guest experience in my hotel. The study of reports management has helped me understand the way in which the grievances of the various guests of the hotel can be addressed by me and I can understand the ways in which the facilities can be improved. As per the ideas of Utamiet al. (2017), the use of a proper reporting system in the case of room division can help in understanding the various areas that can be used for betterment. This knowledge has been imparted in me by the study that I have undertaken. Besides, I have also understood the fact that at the end of the day a proper accounts check can help in ensuring better management of the schedules associated with each room and can help in better management of the accounts and room allotment. This is in accordance with the systems management theory, which highlights the interdependence of one major area of a business on another.

Journal entry 7: Forecasting occupancy and maximizing room revenue
Topic Sentence
Without proper forecasting occupancy and maximizing room revenue functions the functioning of any hotel is impossible. It helps in understanding the overall free rooms that are available with a hotel and how the overall room revenue can be enhanced by making appropriate adjustments to room allotments and room beautification (Pan & Yang, 2017). Therefore, these are two crucial areas that are to be understood while handling rooms division in any hotel.

Idea Development
The basic understanding of how to manage occupancy in an organization is extremely crucial in coming up with a better revenue generation chance associated with a room in a hotel. I have understood the fact that the better the forecasting of occupancy process, the better are the overall revenue that has been generated (Pan & Yang, 2017). This is a crucial area that has been imparted to me by the learning of the week, which has helped me come up with a better idea regarding the overall aspect of organizational forecasting of room availability, which helps in ensuring a better accommodation process and also helps in coming up with better results in terms of revenues. This is a crucial area that is to be understood as it helps in engendering betterment and also allows a better professional development. Moreover, this has major implications on other areas associated with the business, which can help in coming up with better organizational results as per systems management theory.

Journal Entry 8: Room Rates and Upselling
Topic Sentence
The room rates are generally presented alongside different issues which the hotels consider while renting rooms. In order to estimate the room rates various skill sets are required along with provision of various services to the guests. The upselling in the hospitality industry is the procedure through the hotels can sell upgrades on reservations. This can be done by encouraging the guests to apply for more luxurious services offered by them. The provision of upselling a product or services to the existing customers can be estimated to be around 60 to 70% (Kitana, 2016). The usage of proper management knowledge and introduction of the upselling strategies in the lifecycle, sales can be increased. Moreover, the upselling of services can be increased through proper relationship with customers and proper utilization of amenities. The room rates are also signified through the cost of the services offered to the customers.

Idea Development
The room rates can be deciphered and estimated through the various factors affecting the operations of the hotels. The economy of the location plays an important role in deciding the room tariffs related to the customers. If the economy of the location is in economic crisis, then the tariffs will be low due to lack of tourists. The Human relations management theory plays an integral role in the up selling and room rates. However, if the tourism season booms then the tariff rates increases due to excess demand. The competition among the hotels play important role in the deciding the room rates and thus, should be considered. The upselling of rooms can be implemented through the minimum bookable nights and minimum bookable rooms in the hotel. The reservation software helps the hotels to upsell their rooms depending upon the number of guests available in the hotel. The length of the stay of the customers, play an integral role in the deciding the room rates.

Journal Entry 9: Guest Reservations and Arrival Procedures
Topic Sentence
The process of guest reservations is directly related to the bookings which are both individual and group for a period of time. The arrival and check in process and procedures are discusses along with accommodation through different management process. The guest reservations are related to the travel network through which reservations can be provided to a group of customers in more than 100000 hotels. The guest reservations are generally provided with different applicable taxes and hotel taxes (Jasinskaset al 2016). The guest check in procedure starts from the arrival of the guests and issuance of the room keys to the guests. At first, rooms are allocated to the guests and an advance payment is secured related to the rooms. The Arrival stage of the guest life cycle starts from the arrival procedures.

Idea development
The mobile apps used in the development of the hotel booking create a simpler way to connect to various hotels. Apart from these the paid advertisement process can be applicable for both the big and small hotels. This may help in acquiring the revenue and the ranking of the hotel. The target should be to make people know much about the hotel so that the reservations and the bookings increase the targeted audiences. The more the reviews the customer provides the more is the satisfaction with the guest servicing in the hotel. The discounts in the hotel make the reservations more often. The quality of the service provided should be enhanced to increase the guest servicing and the arrival procedures. The sharing of the hotel expertise through the online courses can enhance the reservations of the guests. The optimization of the website of the hotel makes marketing strategy to grab the market in order to increase the ideas of the guest reservations. The website should also carry reviews sections that are needed to strategize the marketing section that will attract the customers in the reservations of the hotels. The presence of the social media can create a huge impact towards the reservation of the hotels. The videos of the hotel in the social media can easily help people to get to know about the hotels. The guest reservations is vital as it makes up the revenue of the hospitality industry and also maintains the brand image of the hotel

Conclusion
Room’s division management is constructed of operations managements of several departments like room reservations, front office, concierge division, housekeeping responsibilities, guest services, communications, security and related ‘services. Management of rooms division is an important process of entire working of hotels. It is best communication between staffs and hotel guests’ members that contributes significantly to profit and overall revenue of hotels. The whole reflection describes supervisory functions of rooms division and hotel business is evaluated through adopting business management theories and concepts. Principles of cost control and essential resources of rooms division are also discussed. Hence, it can be concluded that concerning safety and security measures in rooms division and assessing importance of technological advancements in room services are found essential in management of rooms division.

Reference List
Abed, M.A.A. (2017).USING THE PREREGISTRATION PROCEDURES TO MINIMIZE THE CHECK-IN DURATION AND TO REFLECT AN EXCELLENT GUEST EXPERIENCE FOR REGULARS AND REPEATERS. International Journal on Recent Trends in Business and Tourism (IJRTBT), 1(4),48-54. Retrieved on: 28 November 2020, from: https://ejournal.lucp.net/index.php/ijrtbt/article/download/244/200

Chauhan, A., Shukla, A. &Negi, P.(2018).Safety and security measures adopted by the hotels and their impact on customer relationship management. International Journal of Research-Granthaalayah, 6(1), 118-125.Retrieved on: 28 November 2020, from: https://www.granthaalayahpublication.org/journals/index.php/granthaalayah/article/download/IJRG18_A01_1039/1470

deCarvalho, J.B., Bartholo, R. & Duarte, F.(2016). Hospitality experience: Creating value by the front-desk work analysis and organizational innovation. Tékhne, 14(2), 104-112. Retrieved on: 28 November 2020, from: https://www.sciencedirect.com/science/article/pii/S1645991116300093

Jasinskas, E., Streimikiene, D., Svagzdiene, B. &Simanavicius, A.(2016).Impact of hotel service quality on the loyalty of customers.Economic research-Ekonomskaistraživanja, 29(1), 559-572. Retrieved on: 28 November 2020, from: https://hrcak.srce.hr/file/253402

Kuzmin, O., Chernenko, D., Symonova, O. &Velychko, V.(2018).Development of elements of the quality management system of the reception and accommodation service in the hotel. , (3 (1)), 20-24. Retrieved on: 28 November 2020, from: http://www.irbis-nbuv.gov.ua/cgi-bin/irbis_nbuv/cgiirbis_64.exe?C21COM=2&I21DBN=UJRN&P21DBN=UJRN&IMAGE_FILE_DOWNLOAD=1&Image_file_name=PDF/mnj_ 2018_3(1)__6.pdf

Pîrlog, R. &Balint, O. (2016).An analyze upon the influence of the Key Performance Indicators (KPI) on the decision process within Small and Medium-sized Enterprises (SME).

Utami, NLSA, EdySujana, SE, Yuniarta, GA and AK, S.(2017). The Effect of the Implementation of the Principles of Good Corporate Governance, Internal Control, Organizational Culture and Night Auditor Efficiency on the Performance of Star Hotels in Buleleng Regency. JIMAT (Accounting Student Scientific Journal) Undiksha , 7 (1). Retrieved on: 28 November 2020, from: https://ejournal.undiksha.ac.id/index.php/S1ak/article/download/9671/6143