DIPLOMAIN HOSPITALITY MANAGEMENT

ASSIGNMENT COVER PAGE

Name
of
KAMBOJ

Student:

NEERAJ NRIC/
FIN
G1610930X

Name of Module:ROOM DIVISION

OPERATION & SUPERVISION
First
Submission
YES
Resubmission
Name of Faculty: Ms Shila Nishad
Singh
Comments from the Faculty:

number:

Email:
nkamboj764@gmail.com
Submission Date:
14TH
September 2016
Grade:

By ticking the boxes below, I certify that:

This work is based on my personal study and/or research.

I have acknowledged all materials and sources used in the

preparation of this assignment.

I am aware that I may be awarded a Fail grade if I have plagiarised

or copied the work of others without proper referencing.

I have kept a copy of my work for my own records.

Acknowledged by:

Neeraj Kamboj
(Insert name here)

This feedback was given by:

Name of Faculty:
Signature:

Date:

14/09/16

Date:

Fairmont hotel

Room Division Operation & Management at the

Hotel

Fairmont

Name

: Neeraj Kamboj

Student ID

: G1610930X

Description

: Individual Assignment

Module
Supervision

:Room

Course

: Diploma in Hospitality Management

Institution

: OSAC International College

Instructor

: Ms Shila Nishad Singh

Division

Operation

Date of Submission : 14th September 2016

&

Room Division Operation

& Supervision

at Fairmont Hotel (INDIA)

Table of Contents:1. Introduction to Room Division Operation

3-4

2. Issue in the case Study

5-6

3. Research & Analysis on the case study

7-8

4. Conclusion & Evaluation

References
Appendices
Appendix Solution to the case study

1. Introduction to Marketing
2

Marketing is the process of planning and executing the concepts, pricing, promotion
and distribution of ideas/goods/services to satisfy individual's/organizational.
Marketing is a societal process by which individuals and groups obtain what they
need and want through creating, offering, and exchanging products and value with
others.Marketing is the process of communicating the value of a product or service
to customers, for the purpose of selling that product or service.There are several
types of marketing are there, some of them are: Bench Marketing
Drip Marketing
Viral Marketing
Guerilla Marketing
Social Media Marketing
Internet Marketing
Digital Marketing
Direct Marketing
Direct Mail Marketing
Telemarketing
Email Marketing
Indirect Marketing
Importance of marketing can be studied as follows: Marketing Helps in Transfer, Exchange and Movement of Goods.
Marketing Is Helpful In Raising And Maintaining The Standard Of Living Of the
Community.
Marketing Creates Employment.
Marketing as a Source of Income and Revenue.
Marketing Acts as a Basis for Making Decisions.
Marketing Acts as a Source of New Ideas.
Marketing Is Helpful In Development Of An Economy.
Marketing, now-a-days has become one of the most important aspects in business.
And it is no wonder that companies now have CMOs, that is, a Chief Marketing
Officer along with CEOs and CFOs. They have realized that the success of a product
or a brand depends mostly on the marketing efforts, on how well the product is
introduced and promoted into the market and the consumers.
Marketing has become more of an emotional research which includes understanding
the customer, his needs and his psychology so that the product can be based on
these. Therefore, the marketing managers try and answer the following questions in
order to aid their search: How to find the right market segment?

 How to compete with the other brands?

How to produce the better product with lower cost?
And how to advertise so that the product can reach the maximum number of
people?

2. Background of the oganisation and Product

The research is based on the Mercedes Benz company and the product choose is
Mercedes Benz S550 Sedan.
Mercedes Benz is one of the most celebrated names among the Luxury automobile
brands in the world. The German automobile company has been around for more
than a century, now operated by Daimler-Benz and is headquartered in Stuttgart,
Germany. The people behind Mercedes are responsible for the dawn of modern day
internal combustion engine, in true sense they invented the automobile. MercedesBenz traces its origins to Karl Benz's creation of the first petrol-powered car,
the Benz Patent Motorwagen, patented in January 1886 and Gottlieb Daimler and
engineer Wilhelm Maybach's conversion of a stagecoach by the addition of a petrol
engine later that year. The Mercedes automobile was first marketed in 1901
by Daimler Motoren Gesellschaft. The first Mercedes-Benz brand name vehicles
were produced in 1926, following the merger of Karl Benz's and Gottlieb Daimler's
companies into the Daimler-Benz company. Mercedes-Benz has introduced many
technological and safety innovations that later became common in other
vehicles. Mercedes-Benz is one of the most well-known and established automotive
brands in the world, and is also the world's oldest automotive brand still in existence
today. For information relating to the famous three-pointed star, see under the
title Daimler Motoren Gesellschaft including the merger into Daimler-Benz.

Home
/

Mercedes-Benz
/

Mercedes-Benz S-class

Mercedes-Benz S-class
VIEW PHOTOS

2017 Mercedes-Benz S-class shown

Car and Driver

Car Buying Service

$97,525

Listed MSRP is for a 2017 Mercedes-Benz S550 S550 Sedan base trim with no options.
Includes destination fee. Does not include sales tax.
Get Local Dealer Pricing
1 Incentives Available
Build Your Own
The S-class has always been synonymous with luxury, and it continues that proud tradition. The rearwheel-drive sedan comes standard with a 449-hp 4.7-liter twin-turbo V-8; all-wheel drive is optional.
The stunning coupe has the V-8 and all-wheel drive; its quite nimble for its size. A rear-drive
cabriolet is available with the same engine. Then theres the S600, with a 523-hp twin-turbo V-12
and rear-wheel drive. A plug-in hybrid is available, rated to earn 58 MPGe combined.

3. Research and Analysis

Room Division Manager Directs and controls rooms keeping activities including
room make up; installation of mini-bar and other room amenities ensures
conformity to prescribed rooms keeping standards and policies.
As a Room Division Manager I noticed that these problems occurred due to lack
of supervision and management in the Room Division. There must be proper
management and supervision in order to solve these problems. Here are some
lacking areas: The selection of the Hotel proceeds through the introduction of the hotel which
can be done in 3 ways:

On Internet through a hotels website (one of the most important sources of

reservations for hotels)
An advertisement in a newspaper or magazine
Hotel guides
So dont show fake advertisement about your hotel. Keep your first aim as
Customer satisfaction rather than profit making. The Front Office leaves first
impression on the Customer.

No routine inspection was conducted, to conduct the quality of room make up;
makes sure that the rooms are installed with standard room amenities and that
the area is free of safety hazards. Also checks if there is anything that needs
repair or corrective action;
No one was there for checking room status during room check. And no status
report was prepared and distributed to the Front Desk and to room attendants.
No training had been provided to the room service and other staff.
For management Attends to the performance evaluation of his subordinates;
conducts appraisal interview and this was also lacking there.
Corridors were not clean, safe, and free from obstruction.
One of the greatest challenges in a hotel is to change and upset angry
guests with a problem into a satisfied, happy guest who will enjoy his or her stay and
return to the hotel again. Often this is not easy. It requires a professional employee
to use the skills of:
1-Communication
2-Listening
3-Recognition
4-Channeling Emotions
5-Gaining Trust
6-Empathy
7-Job Skills and Knowledge
8-Problem Solving

Instead of this there are some other methods which are explained below:-

 Train and motivate all Front Desk Clerks and Nigh Audit Staff to excel in
Guest Services to WOW our customers
Follow up on all response log requests.
Create and update all policies, procedures, job descriptions, checks lists, to
ensure stability for Frond Desk Agents and exceeding guest satisfaction.
Supervise; provide advice, support, guidance, and direction to staff: monitor
the performance of staff on an on going basis, conduct annual performance
reviews, discipline and terminate staff as required.
Inspect hotel for cleanliness and appearance; maintains a guest room
management room check program with follow up processes.
Must be knowledgeable of all Frond Desk procedures.
Provide guidance and monitors work performance of all desk clerks and
ensure welcome calls are done.
Prepare all group arrivals for current day and ensure all requests are met.
Always be polite, friendly, and efficient to ensure 100% guarantee satisfaction
Program is met.
Room to be super cleaned regularly and room to be blocked for preventive
maintenance 4 times a year. Carpet shampooing and dry cleaning as all
upholds once in a month.
Clean walls, carpets, fixtures following standard cleaning procedures;
Sanitizes toilets and bathrooms using sanitizing chemicals;
Changes/ empties waste baskets or garbage cans;
Collects all used/ soiled linen and replenishes them with fresh ones;
Looks after the orderly make-up of the room, bed and the bathroom;
Checks the condition of all guestroom facilities and fixtures and reports any
defect to supervisor for corrective action;
Installs and replenishes standard room amenities in their appropriate location;
Checks customer satisfaction, solicits feedback and attends to customer
needs;
Handles guest complaints and takes corrective action;
Performs other related functions as maybe assigned by superior.

4. Conclusion & Evaluation

In this report, room division operations had analyzed. The major departments in the
rooms division are Front Office and Housekeeping. A few hotels may also include
security. Especially, Front Office department and Housekeeping department had
examined thoroughly in this report.
Front Office department is very important for customer satisfaction. When customer
comes to hotel, firstly they encounter with Front Office department. It is first
impression for them. And this impression is very important for customer thinks. After
this step if customers have a problem, they call to reception firstly. If they want to
know something about hotel or environment, they ask to reception. For this reasons,
Front Office personnel should know duty and responsibilities. They should know
everything about hotel and environment and they should inform customer.
Housekeeping department is the most vital department in a hotel. Housekeeping is
the department that deals essentially with cleanliness and all ancillary service
attached to that. Housekeeping department has highest impact on customers. And
Cleanliness is the key to success of organization.Because customers wants clean
and tidy room. On the other hand Housekeeping department is largest department in
terms of people. For this reasons Housekeeping department is important for
organizations.
Finally, room division is very important for hotel organizations. So, room division
managers and personnel should be experienced, knowledgeable and smily. First of
all they should know human relationship. If hotel organizations want to succeed, they
should give importance to Front Office department.

RECOMMENDATION
Recommendations are:-Keep supervision on the entire subordinate to check whether
they are working properly or not. For this we can install CC TV Cameras in the Hotel
to keep supervision on the staff members; Looks after the proper use, storage and
maintenance of linen and cleaning equipments as well as housekeeping tools and
supplies. Regularly checks the condition and maintenance of housekeeping
equipment. Have them cleaned regularly. Initiates service request for defective
items; Furnishing adequate supplies of linens, uniforms, cleaning aids and printed
materials; Conducts routine inspection to check the quality of room make up; makes
sure that the rooms are installed with standard room amenities and that the area is
free of safety hazards. Also checks if there is anything that needs repair or corrective
action; Checks rooms status during room check, prepares and distributes room
status report to Front Desk and to room attendants; Trains, coaches and supervises
room boys and other staff members; Keeping all corridors clean, safe, and free from
obstruction.; Looks after the maintenance of cleanliness, orderliness and sanitation
in his assigned guestrooms:

References
Michael L. Kasavana, R. M. B, 2009, Managing Front office Operation, 8
ed. Michigan:Amercian Hotel and Lodging Educational Institute.
http://m,hospitalitynet.org,
www.academia.edu,
http://m.freelancer.com.

10

Appendices:- Solution to the case study

11