Room Division Essay

879 Words4 Pages
1 The Rooms Division plays an important role in the working process of a hotel. This is the first point of contact that hotel staff have with guests, and it contributes significantly to the profit and revenue of the hotel. This essay will focus on the position of Mary O’Flaherty, Rooms Division Manager in the case study of the Ramsden Hotel. It will point out the essential qualities of a modern Executive Rooms Manager, as compared and contrasted to Mary. It will analyse her effectiveness as a manager and explain the crucial role of her department to the overall success of the Ramsden. Mary is the Rooms Division Manager and her competencies and skills are both similar to and different from those required of an effective Rooms Division Manager. According to Rutherford (2007, p. 176), the Rooms Department is a combination of front desk and housekeeping. Hence, the essential skills required of the Rooms Division Manager must be a combination of those required of the managers from both these areas. Communication is one of the most important skills for a manager in every function and department. However, Mary does not appear to possess this competency. Based on the Personal Note, Mary does not discuss with the photographer the issue of making a deal with the valet at the door (Ramsden CD, 2007). She simply passed to Kate Chan but not to change. As a manager, Mary should have had a discussion with the staff to reach an agreement. Moreover, Mary believes the Executive Housekeeper is frosty and terribly defensive. It appears that she does not know how to communicate effectively with her staff. Another important role that a manager must play is to follow up plans when they are being carried out. However, Mary cannot balance her own life and work responsibilities. When the photo shoot is taking place, she does not attend and this has significant consequences. The next aspect

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