BTEC HND HOSPITALITY MANAGEMENT: ROOMS DIVISION
CHAPTER ONE
1.0 Introduction
The Rooms Division consists of two sub-departments, Housekeeping and Front Office.
Housekeeping used to be considered a cleaning department but hotel surveys have shown that cleanliness is at the top of the list of requirements of hotel guests. The Front Office is the heart of a hotel. Associates of this department are responsible for the guest‘s first and the last impression of the hotel. According to studies, the last impression is a lasting impression which will be instrumental for the guest‘s decision to return to the hotel for his next visit.
Room division management is that which relates to the creation of an environment that is pleasant and enjoyable. It is mainly applied in the hospitality industry and aims at ensuring the comfort of the guests. It may also improve the management capabilities of an individual.
Rooms division is comprised of two major departments: the front office department and
Housekeeping department as shown in figure 1.1.
Rooms Division Manager
Front Office department
Housekeeping department
In this assignment I was given the task of investigating Rooms division operations of two
Hotels in Kenya. A 3 star and a 5 star hotel. For this study I choose, Mwembe Resort a five star resort and Sea view a three star resort both located in Malindi.
Image 1: Reception at Mwembe Resort, Malindi.
1
The front office is literally and emotionally the centre of the hotel because:
- Deals with incoming telephone calls
- reservations
- welcomes guests and
- handles room allocation
- Billing and payments.
The four core processes in a hotel are:
-
Selection & reservation (front office, housekeeping, reservations department).
Arrival (front office, housekeeping).
Stay (F&B, housekeeping, front office).
Departure (front office).
1.1 Definition of terms
Front office - The management or administrative officers of a business or other organization.
Housekeeping - Housekeeping is an
1.0 Introduction
The Rooms Division consists of two sub-departments, Housekeeping and Front Office.
Housekeeping used to be considered a cleaning department but hotel surveys have shown that cleanliness is at the top of the list of requirements of hotel guests. The Front Office is the heart of a hotel. Associates of this department are responsible for the guest‘s first and the last impression of the hotel. According to studies, the last impression is a lasting impression which will be instrumental for the guest‘s decision to return to the hotel for his next visit.
Room division management is that which relates to the creation of an environment that is pleasant and enjoyable. It is mainly applied in the hospitality industry and aims at ensuring the comfort of the guests. It may also improve the management capabilities of an individual.
Rooms division is comprised of two major departments: the front office department and
Housekeeping department as shown in figure 1.1.
Rooms Division Manager
Front Office department
Housekeeping department
In this assignment I was given the task of investigating Rooms division operations of two
Hotels in Kenya. A 3 star and a 5 star hotel. For this study I choose, Mwembe Resort a five star resort and Sea view a three star resort both located in Malindi.
Image 1: Reception at Mwembe Resort, Malindi.
1
The front office is literally and emotionally the centre of the hotel because:
- Deals with incoming telephone calls
- reservations
- welcomes guests and
- handles room allocation
- Billing and payments.
The four core processes in a hotel are:
-
Selection & reservation (front office, housekeeping, reservations department).
Arrival (front office, housekeeping).
Stay (F&B, housekeeping, front office).
Departure (front office).
1.1 Definition of terms
Front office - The management or administrative officers of a business or other organization.
Housekeeping - Housekeeping is an
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