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19 Jun 2025
8 Min Read
Ms Azlinda Hakim Binti Lokman Hakim (Academic Contributor)
At first glance, it’s just a hotel room. Crisp sheets, a perfectly tucked duvet, maybe a chocolate on the pillow. But behind this seemingly effortless experience lies a carefully choreographed system of people, processes, and increasingly, machines. It’s called room division, and it’s where hospitality gets both human and high-tech.
The hospitality industry has come a long way from the simple roadside inns of the past. Centuries ago, weary travellers found rest in humble establishments often run by a single caretaker. These caretakers did it all—welcoming guests, preparing meals, cleaning rooms—relying on instinct, interpersonal warmth, and little else. Room management was informal, often based on availability and trust, with no clear distinction between guest-facing and operational roles.
As travel became more common with the rise of railways and ocean liners, hospitality began to evolve into a formalised profession. The birth of grand hotels in cities like London, Paris, and New York in the 19th century marked a turning point.
Do you know that the smooth, behind-the-scenes system responsible for check-ins, housekeeping, and room assignments actually has a name? It’s called room division—a structured approach that began when hotels first introduced designated departments like the front office, reservations, housekeeping, and bell services to deliver consistent, high-quality guest experiences.
The 20th century brought further sophistication. The rise of international travel and hotel chains demanded standardised practices and operational excellence. By the time computers entered the scene, hotels had already built intricate systems to manage bookings, check-ins, room assignments, and staff coordination.
Fast-forward to today, and the hospitality landscape is almost unrecognisable from its early roots. Room division is no longer just a human effort—it’s powered by technology. Sophisticated Property Management Systems (PMS) handle everything from online bookings and digital keycards to housekeeping schedules and guest preferences.
Guests can now check in via mobile apps, receive room updates through SMS, and request services using voice commands or in-room tablets. Automation and artificial intelligence (AI) have made operations faster, more responsive, and more cost-efficient. But what’s truly transformative is how technology has enabled hotels to operate more sustainably—minimising waste, conserving energy, and making smarter decisions.
At the forefront of this shift are hotels that have embraced sustainability not as a buzzword, but as a core operating principle. Take Hyatt Place Kuala Lumpur, Bukit Jalil, for example—a key industry partner of Taylor’s School of Hospitality, Tourism and Events.
The hotel has swapped out single-use plastics for recyclable and eco-friendly materials, including take-away food containers, paper cups, and straws. Plastic water bottles are being phased out, replaced by reusable glass bottles in guest rooms and glass jugs for meetings and events. In the bathrooms, refillable bulk-sized shampoo, shower gel, and conditioner have taken the place of miniature toiletries—cutting down plastic waste and allowing better control over usage. Even waste disposal has been reimagined, with paper liners now used in place of plastic rubbish bags in the bedroom bins.
Design meets sustainability in more than just materials—it’s built into the experience. Floor-to-ceiling windows flood ballrooms and meeting rooms with natural daylight, creating bright, inviting spaces while reducing reliance on artificial lighting. Behind the scenes, smart energy systems do the thinking—adjusting lights and air-conditioning based on room occupancy to conserve energy without guests ever noticing.
Technology is no longer just a convenience in the hotel industry—it’s a critical driver of sustainability. Room division departments are leveraging smart systems, automation, and data analytics to run operations more efficiently, reduce waste, and make environmentally responsible decisions without compromising guest comfort.
One standout example of sustainability through innovation is the FlyZoo Hotel in Hangzhou, China, developed by Alibaba Group. Designed to showcase the future of hospitality, this hotel integrates technology into nearly every aspect of room division. Guests check in using facial recognition—streamlining the front office process and eliminating the need for printed forms or plastic keycards.
Inside the rooms, voice-activated controls adjust lighting, curtains, and temperature based on guest preferences and occupancy, ensuring that energy is only used when needed. Image Source: Booking.com
To support housekeeping, FlyZoo deploys delivery robots that handle room service and amenities, reducing the need for repeated staff trips and improving overall operational flow. Although room cleaning remains a manual task, the system allows for better scheduling and efficiency, helping conserve both water and labour.
By embedding smart technology directly into room-related services, FlyZoo demonstrates how the science of room division can be reimagined to reduce environmental impact while elevating guest experience.
For all the clear benefits of green operations, adopting sustainable practices in hotels often comes with a delicate balancing act—especially when it comes to meeting guest expectations.
Many guests, for instance, still prefer the familiarity of daily towel and linen changes, unaware of the environmental toll such habits take through excessive water use, high energy consumption, and increased detergent runoff. Others may feel inconvenienced when hotels offer filtered water stations or reusable bottles instead of the complimentary plastic bottles they’re used to. These seemingly small details can shape how ‘luxurious’ or ‘thoughtful’ a guest perceives their stay to be.
There are also cost implications for hotels. Transitioning to sustainable materials—like biodegradable amenities or motion-sensor lighting systems—often involves significant upfront investment. While these upgrades usually pay off in the long run through energy savings and operational efficiency, the initial costs can be a barrier, particularly for smaller or independent hotels trying to stay competitive.
The greater challenge lies in guest engagement. It’s easy to place a card on the nightstand asking guests to reuse towels ‘for the planet.’ But fostering genuine buy-in takes more than signage. Hotels must find creative ways to make sustainability feel inclusive—something guests are part of, not burdened by.
Hotels are using smart tech like AI and automation to balance sustainability and guest comfort—optimising energy use, reducing waste, and maintaining high standards. Clear communication and green options help guests feel involved without compromising experience.
Room division may operate behind the scenes, but its influence is front and centre in shaping the modern hotel experience. As sustainability becomes a defining factor in how hospitality is delivered, this essential department is evolving—quietly integrating smart technologies, eco-friendly practices, and data-driven efficiency to meet both operational goals and guest expectations.
The future of hospitality lies in balance: between comfort and conservation, between personalisation and standardisation, between luxury and responsibility. For aspiring hoteliers, understanding the art and science behind room division is no longer just about guest satisfaction, it’s about driving meaningful change within the industry.
If you're inspired by the way sustainability, technology, and guest experience intersect in modern hospitality, take the first step towards making a difference. Explore our Bachelor of International Hospitality Management programme and learn how you can lead the transformation of the hospitality industry.
