H212 Rooms Division Management
Module Synopsis
The Rooms Division of a hotel plays an integral role in the success of the organization.
More often than not, the Rooms Division generates the most revenue in a hotel/ resort
establishment. It is therefore imperative that the Rooms Division be managed well for the
overall profitability of the establishment. The provision of the highest level of service quality
is very crucial because the staff and management of the Rooms Division will assume a
prominent role with regard to interaction with hotel guests as well as the general public. This
will help contribute towards a sustainable level of returning guests, hence, the continued
profitability of the establishment.
This module aims to equip students with a comprehensive understanding of the function,
organization and management of the Rooms Division department. The focus is on the core
activities of the Rooms Division like Front Office and Housekeeping and the related
activities such as Security and Engineering Operations. The interrelationship between the
Rooms Division and the other divisions within a hotel are also discussed and emphasized.
Case studies and current real-world examples are introduced to help students learn the role
of each staff member in maintaining high-quality service, discover secrets to keeping the
front office profitable, emphasizing guest safety and key control guidelines, and
understanding the impacts of the latest technology on the operations and management of
the Rooms Division.
This module will be enriched by hotel visits and practicum at the training hotel on Front
Office and Housekeeping operations. At the same time it will also open the door for students
who would like to pursue further in-depth studies into the areas of Rooms Division
Management and/ or each of the separate departments. Topics include Introduction to
Rooms Division Management, Reservations and Revenue Management, Front Office /
Housekeeping / Laundry/ Engineering Operations and Service Quality Management.
STRICTLY CONFIDENTIAL. FOR ARTICULATION PURPOSE ONLY.
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Module Objectives
At the end of the module, students should be able to:
1. Explain the overall operations and role of the Rooms Division – specifically Front Office
and Housekeeping and their subsets.
2. Discuss the inter-relations between each of the departments within the Rooms Division.
3. Elaborate on the financial impact of the Rooms Division and to gain exposure to the
various guest accounting systems and reports to the hotel and resort in general.
4. Evaluate the importance of service quality and meeting guest expectations.
The following are content related abilities strengthen by curricular process of the module:
Lesson 1: Introduction to Rooms Division
a) Explain the historical development of hotels.
b) Describe the key characteristics of hotels.
c) Classify the various types of hotels.
d) Identify the key components of the Rooms Division within a hotel.
e) Explain the duties and responsibilities of key executives and department heads within
the rooms Division.
Lesson 2: Rooms Division and its Operational Impact on the Hotel/ Resort
a) Examine the interrelations between Front Office and the various departments in the
hotel.
b) Assess key components in ensuring smooth operations in the hotel.
c) Explain the importance of proper and effective communication skills within the hotel.
Lesson 3: Human Resources and Training
a) Explain process of recruiting employees for the different departments in the hotel.
b) Identify employee skills, traits, and general abilities to provide excellence guest
service.
c) Discuss the importance of training and development to hospitality organizations.
Lesson 4: Guest Registration Process and Key Card Management
a) Explain the importance of pre-arrival process.
b) Describe the various processes required prior to arrival and during registration of
guest.
c) Discuss the current trends of key-card management and programming.
Lesson 5: Guest Accounting and Check Out Procedures
a) Analyze how to process pre-departure accounting.
b) Identify the actions that are required to be performed during a departure process.
c) Develop and follow check-out and settlement procedures.
Lesson 6: Guest Services
a) Identify the different guest loyalty initiatives and programs.
b) Examine on the operations of the executive or club floors.
c) Assess key promotional and marketing initiatives for in house guests to spend in the
hotel.
STRICTLY CONFIDENTIAL. FOR ARTICULATION PURPOSE ONLY.
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Lesson 7: Concierge and Bell Services
a) Examine the organization and layout of Concierge/ Bell desk as a sub-department of
the front office department.
b) Examine the roles, operations and processes of the Concierge and Bell Desk
department.
Lesson 8: Roles & Functions of the Housekeeping Department
a) Examine the organization and layout of the Housekeeping Department.
b) List and identify the sections in the Housekeeping Department of a hotel.
c) Describe the roles of the sections within the Housekeeping Department.
d) Assess the importance of interaction between Housekeeping and other Departments.
Lesson 9: Laundry & Linen Management
a) Explain the management and operations for the Laundry department.
b) Provide an overview of Laundry Department management and operations.
c) Describe the different types of Linen (mainly rooms).
Lesson 10: Technology
a) Explain the advantages and disadvantages of current and future technologies in the
hospitality industry.
b) Describe technologies used in the guest rooms to enhance guest experience.
Lesson 11: Engineering and Facilities Management
a) Describe the organization and layout of the Engineering Department.
b) Explain the roles of the employees in the Department.
c) Explain the operations and processes of the Department.
d) Assess the importance of interactions between Engineering and other Departments.
Lesson 12: Security and Guest Safety
a) Explain policies and procedures to ensure guest safety in the hotel.
b) Apply and maintain safety procedures within the hotel.
c) Analyze case studies of hotel security breaches.
Lesson 13: Hotel Act and Regulations
a) Explain the Innkeepers Act/Hotels Act in Singapore and internationally.
b) Assess the impact of the Innkeepers Act to Rooms Division Management in the
hotels.
Lesson 14: Night Audit and Reports
a) Describe the purpose of the Front Office reports.
b) Explain the use of the reports to support operations in the Front Office.
c) Describe the purpose of a Property Management System (PMS).
Lesson 15: Reservations and Revenue Management
a) Examine tools for forecasting future business.
b) Identify the various sources of reservations.
c) Explain the importance of overbooking of hotel rooms.
d) Identify the factors that will influence a hotel’s room rate.
STRICTLY CONFIDENTIAL. FOR ARTICULATION PURPOSE ONLY.
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Module Coverage
1. Introduction to Rooms Division
Management
Allocated time per day
(One Day One Problem PBL Pedagogy)
Discussion in
Resource
Site Visit /
Study Cluster Gathering and
Event
Team work
Execution /
Practical.
4
2
-
2. Rooms Division and its Operational
Impact on the Hotel/ Resort
4
2
-
3. Human Resources and Training
4
-
2
4. Guest Registration Process and
Key Card Management
4
2
-
5. Guest Accounting and Check Out
Procedures
4
2
-
6. Guest Services
4
2
-
7. Concierge and Bell Services
4
2
-
8. Roles & Functions of the
Housekeeping Department
4
2
-
9. Laundry & Linen Management
4
2
-
10. Technology
4
2
-
11. Engineering and Facilities
Management
4
2
-
12. Security and Guest Safety
4
2
-
13. Hotel Act and Regulations
4
14. Night Audit and Reports
4
2
-
15. Reservations and Revenue
Management
4
2
-
60
26
4
Total
STRICTLY CONFIDENTIAL. FOR ARTICULATION PURPOSE ONLY.
2
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