Topics: Hotel, Hotels, Motel Pages: 36 (9761 words) Published: July 17, 2014
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.

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 operational department in a hotel, which is responsible for cleanliness and maintenance

Hotel - an establishment providing accommodation, meals, and other services for travellers and tourists, by the night.
Reservation - an arrangement to secure accommodations at a restaurant or hotel. Management - the process of dealing with or controlling things or people. Walk-ins -people who arrive without reservation

No-show -a guest who has made a reservation, but who does not register or cancel his reservation.
Stayovers - guests who stayed at the hotel last night and will be staying the next night(s) as well.
Overstays - guests who should have checked out today, but decide to prolong their stay. Understays - guests who check out earlier than expected.
1.2 Statement of the problem
The purpose of this study is to identify specific roles and responsibilities of front office and housekeeping staff in a hotel. This study will also identify legal and statutory requirements that apply to rooms division. In addition to identifying these, it will investigate the issues affecting management and business operations in both front office and housekeeping departments.


1.3 Justification of the study
The significance of this study is that it will provide information for the purpose of assisting academic hospitality programs and Hotel organizations in designing curricula to more appropriately meet the needs of graduates as well as the job performance in the working environment. With the findings from this study, the educator will be able to identify the skills that recruiters in today‘s hospitality industry find important and be able to design coursework and classes that will enable the students to obtain the skills that are deemed important. In addition issues affecting business performance in the rooms‘ division department will be investigated in order to inform educators and managers. Once the gaps are bridged, the educational systems will be able to direct their efforts of teaching what...

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Pearson Education International
Leonard, R. S., & George, S., (1981). Managing Human Resource (2nd ed.) Prentice hall,
New Jersey.
Pervez, G. & Kjell G. (2005) Research methods in business studies. Apractical guide 3rd
edition .Prentice hall (3rd edition).
Amstrong, M. (2001) A Hand book of human resource management. Kogan publishers.
Kothari, C.R. (2004). Research methodology: methods and techniques. New Age
International (P) Ltd, New Delhi
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