compiled by: mrs.anuja laghate hotel organization hotel and rooms division operation
TRANSCRIPT
Compiled by:MRS.ANUJA LAGHATE
Hotel OrganizationHotel 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
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General Manager
• General Manager…
– Chief Operating Officer (COO)
– Relating to guests and employees
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General Manager
• Manager (cont.)…
– Overseeing and coordinating operations
– Increasing profitability
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Qualities of SuccessfulManagers
• Qualities of Success…
– Leadership
– Attention to detail
– Follow through
– People skills
– Patience
– Ability to delegate effectively
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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
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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
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Basic Functions of theFront 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
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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
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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
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SKILLS, ABILITIES, & PERSONAL CHARACTERISTICS
• 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
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Duties of aGuest 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
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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
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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
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Reservations
• Reservations…
– First area of guest contact
– A sales position
– Telephone skills
– Central Reservations System (CRS)
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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
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Guest ServicesUniformed Service
• Uniformed Service…
– Bell Captain or Guest Services Manager
– Door attendants
• Hotel’s unofficial greeters
• Luggage
– Bell persons
• Escort guests to their rooms
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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
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Security and Loss Prevention
• Providing guest safety and loss prevention…
• Security officers
• Equipment
• Keys
• Safety procedures
• Identification procedures
• ADA compliance
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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• Catering Housekeeping and front office-Ursula
Jones
• Accommodation management- Rosemary Hurst