Transcript Hotel Organization Hotel and Rooms Division Operation

Hotel Organization
Hotel and Rooms
Division Operation
Compiled by:MRS.ANUJA LAGHATE
Functions of a Hotel
• Functions…
– Lodging accommodations
– Revenue centers
– Cost centers
– Serve and enrich society
– Profit for the owners
Compiled by:MRS.ANUJA LAGHATE
General Manager
• General Manager…
– Chief Operating Officer (COO)
– Relating to guests and employees
Compiled by:MRS.ANUJA LAGHATE
General Manager
• Manager (cont.)…
– Overseeing and coordinating operations
– Increasing profitability
Compiled by:MRS.ANUJA LAGHATE
Qualities of Successful
Managers
• Qualities of Success…
– Leadership
– Attention to detail
– Follow through
– People skills
– Patience
– Ability to delegate effectively
Compiled by:MRS.ANUJA LAGHATE
The Executive Committee
• Executive Committee…
– General Manager
– Director of Human Resources
– Director of Food and Beverage
– Director of Rooms Division
– Director of Marketing and Sales
– Director of Engineering
– Director of Accounting
Compiled by:MRS.ANUJA LAGHATE
Rooms Division
• Rooms Division…
– Front Office
– Reservations
– Housekeeping
– Concierge
– Guest services
– Security
– Communications
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Front Office Manager
(FOM)
• FOM…
– Enhance guest services
– Sample of duties performed by FOM daily
• Review previous night’s occupancy/ADR
• Review arrivals/departures/VIP rooms
• Staffing adjustments/scheduling
• Look over Market Mix
• Meet with lead GSA’s
Compiled by:MRS.ANUJA LAGHATE
Basic Functions of the
Front Office
• Front Office…
– Sell rooms
– Maintain balanced guest accounts
– Offer services such as faxes, mail, messages, etc.
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Room Status Codes
• Codes…
– VR - Vacant and Ready
– VC - Vacant and Clean
– VD - Vacant and Dirty
– OR - Occupied and Ready
– OC - Occupied and Clean
Compiled by:MRS.ANUJA LAGHATE
Room Status Codes
• Codes (cont.)…
– OD - Occupied and Dirty
– CO - Check-Out
– OO - Out of Order
– DND - Do Not Disturb
– V/O or O/V - Status Unclear
Compiled by:MRS.ANUJA LAGHATE
SKILLS, ABILITIES, & PERSONAL
CHARACTERISTICS
• Being consistently pleasant and polite
• Dealing with complaints tactfully, calmly,
and politely
• Handling unexpected situations calmly
• Working well with colleagues and hotel
guests
• Teamwork
Compiled by:MRS.ANUJA LAGHATE
SKILLS, ABILITIES, & PERSONAL
CHARACTERISTICS
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Working with computers
Keeping accurate records
Attention to detail
Being comfortable with routine work
Following instructions and established procedures
Keeping track of numerous responsibilities at once
General office skills
Lifting, carrying, and standing for long periods of time
Compiled by:MRS.ANUJA LAGHATE
Duties of a
Guest Service Agent
• Guest Service Agent…
– 7:00 am - 3:00 pm shift
• Check-outs
• Guest inquiries
• Room changes
• Work with housekeeping
– 3:00 pm - 11:00 pm shift
• Check-ins
• Reservations
Compiled by:MRS.ANUJA LAGHATE
Night Auditor
• Night Auditor…
– Closes the books on a daily basis
– Posts charges
– Balances guest accounts
– Completes daily report
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Night Audit Process in Simple
Terms
• Terms…
– ADD
• Yesterday’s closing balance of accounts
owed by guests
– LESS
• Payments received today against accounts
Compiled by:MRS.ANUJA LAGHATE
Night Audit Process in Simple
Terms
• Terms (cont.)…
– PLUS
• All charges made today to guests’ account
– EQUALS
• Day’s closing balance of accounts owed by
guest
Compiled by:MRS.ANUJA LAGHATE
Reservations
• Reservations…
– First area of guest contact
– A sales position
– Telephone skills
– Central Reservations System (CRS)
Compiled by:MRS.ANUJA LAGHATE
Reservation Definitions
• Definitions…
– Confirmed reservation
– Guaranteed reservation
– Advance deposit/advance payment
– No show
– 6 pm reservation
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Communications or PBX
• PBX…
– Public Branch Exchange
– Profit center
– Includes many types of communication
• Faxes
• Messages
• Pagers and radios
• Emergency center
Compiled by:MRS.ANUJA LAGHATE
Guest Services
Uniformed Service
• Uniformed Service…
– Bell Captain or Guest Services Manager
– Door attendants
• Hotel’s unofficial greeters
• Luggage
– Bell persons
• Escort guests to their rooms
Compiled by:MRS.ANUJA LAGHATE
Concierge
• Concierge…
– Part of guest/uniformed services
– Elevate properties marketable value
– Typically in a luxury hotel
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Concierge
• Concierge (cont.)…
– Unique requests
– Knowledge of city
– Several languages preferred
Compiled by:MRS.ANUJA LAGHATE
Security and Loss Prevention
• Providing guest safety and loss prevention…
• Security officers
• Equipment
• Keys
• Safety procedures
• Identification procedures
• ADA compliance
Compiled by:MRS.ANUJA LAGHATE
Trends in Hotel/Rooms Division
• Trends…
– Diversity of both guests/workforce
– Increase in business travel
– Increased need for technology
– Continued quest for increase in productivity
– Increasing use of yield management
– Greening of hotels and guest rooms
Compiled by:MRS.ANUJA LAGHATE
REFERNCES
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Catering Housekeeping and front office-Ursula
Jones
Accommodation management- Rosemary Hurst
Compiled by:MRS.ANUJA LAGHATE