UNIT 6: ROOMS DIVISION OPERATIONS

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

1 2 3 4

Unit content

LO1 Understand services provided by the rooms division in diverse contexts

1. 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

LO2 Understand the impact of contemporary management issues on the effective
management and business performance in the front of house area

2. 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

LO3 Understand factors that contribute to effective management and business
performance in the accommodation service function

3. 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
LO4 Be able to apply techniques to maximise and measure occupancy and rooms
revenue

4. 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 outcomes
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.

On successful completion of this unit a learner will:

Assessment criteria for pass
The learner can:
LO1 Understand services provided by the rooms division in diverse contexts
1.1 discuss accommodation and front office services for different organizations
1.2 analyse the roles and responsibilities of a range of accommodation and reception services
staff
1.3 discuss legal and statutory requirements that apply to rooms division operations
1.4 evaluate services provided by the rooms division in a range of hospitality businesses


LO2 Understand the impact of contemporary management issues on the effective
management and business performance in the front of house area

2.1 assess the importance of the front of house area to effective management
2.2 discuss the key aspects of planning and management of the front of house area for a given
hospitality operation
2.3 critically 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 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
3.2 discuss the critical aspects of planning and management of the accommodation service
function for a given hospitality operation
3.3 analyse 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 to maximise and measure occupancy and rooms
revenue

4.1 perform revenue/yield management activities to maximise occupancy and rooms revenue
4.2 discuss sales techniques that rooms division staff can use to promote and maximise
revenue
4.3 discuss the purpose and use of forecasting and statistical data within the rooms division
4.4 calculate rooms division performance indicators to measure the success of accommodation
sales


Guidance

Links
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 unit

B3: Develop a strategic business plan for your organization
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.

BH027242 Edexcel BTEC Levels 4 and 5 Higher Nationals specification in Hospitality
Management Issue 2 May 2011 Edexcel Limited 2011