8/4/2019 HRM2B

1/5

Estolano, Andrew, F.

3A1-5

HRM2B

1. Hotel Industry Beginning and Overview

The Hospitality Industry is one of the major sources of revenue and employment

In the Philippines as well as other countries. The word Hospitality refers to commercial services

given to tourist and travelers by establishment like Hotel,

Resort, Tour and Travel Agencies, Restaurant , Tourist Attraction Centers,

Heritage Sites, Theme Parks, Entertainment and Relaxation Centers Like Bars,

Theaters, Sports Complex and Leisure Centers.

Hotel and Accomodation Establishments play a significant role in the promotion

of the hospitality business since they provide most of the services needed.

The Deparment of Tourism in the Philippines categorized accommodationEstablishment as follows:

Hotel is a building edifice or premises or an independent pan thereof which used for the

Regular reception accommodation or lodginf og travelers and tourist and the provision of

Services incidental thereto for a fee.

Resort is a full-service lodging facility that provides access to or offers a range of

amenities and recreation facilities to emphasize a leisure experience. Resorts serve

as the primary provider of the guests experience, often provide services for business

or meetings, and are characteristically located in vacation-oriented settings.

Apartel is a building or edifice that has several independent and furnished or semi-furnished

apartments.

Pension House is a private or family operated boarding house/

Motorist Hotel (Motel) is a structure with several separate units and located along the highway with

individual or common parking space.

The operation of a hotel is largely influenced by its size. While there ar no exact criteria for size

classification, it is common understanding that with less than 50 guestrooms are considered small,

those with 50-250 rooms are said to be medium-size and those operating more than 250 rooms are

considered large hotels.

2. General Idea of Rooms Divisions

Rooms division plays as an important role in working process of a hotel. This is the first

department contact with guests, contribute to the profit and whole revenue. This essay will focus onthe position of Mary OFlaherty Rooms division manager in the case study of Ramsden CD. It will

point out the essential qualities of a modern executive rooms manager, compare and contrast Mary.

It also analyzes her effectiveness as a manager and crucial factor of her department to the overall

success of the Ramsden.

First of all, Mary is the Rooms Division manager and her competencies have similar and different

from the necessary skills for a Rooms Division manager. According to Rutherford (2007, P.176), the

8/4/2019 HRM2B

2/5

rooms department is a combination of front desk and housekeeping. Hence, the essential skills for the

Rooms Division manager must be the combination of both managers above department.

3. Function And Responsibility

A. The Front office is a business term that refers to a company's departments that come in contactwith clients, including the marketing, sales, and service departments.In the hotelindustry, the front

office welcomes guests to the accommodation section: meeting and greeting them, taking and

organizing reservations, allocating check in and out of rooms, organizing porter service, issuing keys

and other security arrangements, passing on messages to customers and settling the accounts.In

American professional sports, the term refers to upper management of a club, especially player

personnel decision-makers.

B. The Housekeeping is the act of cleaning the rooms and furnishings of a home. It is one of the many

chores included in the term housework. Housecleaning includes activities such as disposing of

rubbish, cleaning dirty surfaces, dusting and vacuuming. It may also involve some outdoor chores,

such as removing leaves from rain gutters, washing windows and sweeping doormats. The term is

often used also figuratively in politics and business, for the removal of unwanted personnel, methodsor policies in an effort at reform or improvement.

C. The Room Sales Handles room reservarion and sales

4.Sub Department and Their Functions

A. A Front Desk employee taking an office/administrative support position. The work is usually

performed in a waiting area such as alobby or front office desk of an organization or business. The

title "receptionist" is attributed to the person who is specifically employed by an organization to

receive or greet any visitors, patients, or clients and answer telephone calls.

B. Reservation Section which handles inquiries and reservation for room bookings.

C.Bell Serivice whch is responsible for escorting guests during check in and check out and also for

attending to guest luggage and for doing errands for the front desk.

D. Telephone Exchange handles operates the switchboard of the telephone communication system.

E. Concierge is the section that attends to various forms of guest service as like tour and travel

assistance, directions to point of interest.

G. Airport/Transport Assistance handles the transport terminal.

H. Business Center handles special services like computer service, fax, email, Xerox, souvenir items.

http://en.wikipedia.org/wiki/Hotelhttp://en.wikipedia.org/wiki/Hotelhttp://en.wikipedia.org/wiki/Homehttp://en.wikipedia.org/wiki/Houseworkhttp://en.wikipedia.org/wiki/Houseworkhttp://en.wikipedia.org/wiki/Rubbishhttp://en.wikipedia.org/wiki/Vacuum_cleanerhttp://en.wikipedia.org/wiki/Employeehttp://en.wikipedia.org/wiki/Officehttp://en.wikipedia.org/wiki/Officehttp://en.wikipedia.org/wiki/Administration_(business)http://en.wikipedia.org/wiki/Administration_(business)http://en.wikipedia.org/wiki/Waiting_roomhttp://en.wikipedia.org/wiki/Lobby_(room)http://en.wikipedia.org/wiki/Lobby_(room)http://en.wikipedia.org/wiki/Front_officehttp://en.wikipedia.org/wiki/Organizationhttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Greetinghttp://en.wikipedia.org/wiki/Hotelhttp://en.wikipedia.org/wiki/Homehttp://en.wikipedia.org/wiki/Houseworkhttp://en.wikipedia.org/wiki/Rubbishhttp://en.wikipedia.org/wiki/Vacuum_cleanerhttp://en.wikipedia.org/wiki/Employeehttp://en.wikipedia.org/wiki/Officehttp://en.wikipedia.org/wiki/Administration_(business)http://en.wikipedia.org/wiki/Waiting_roomhttp://en.wikipedia.org/wiki/Lobby_(room)http://en.wikipedia.org/wiki/Front_officehttp://en.wikipedia.org/wiki/Organizationhttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Greeting

8/4/2019 HRM2B

3/5

5. Key Personnel and Their Roles

A. Front Office Manager normally refers to a management occupation within an organization or

business.

B.Front Desk Supervisor to oversee Front Desk operations, particularly the handling of registration

of guests.

C. Reservations Supervisor is to direct and oversees operations pertaining to room sales and

reservations.

D.Reservations Clerk is to attend to room sales and reservations.

E. Desk Clerk is to attend to the registration of guests and provides information assistance.

F. Doorman/Bellboy is to assist escort guests during check in and check out and runs errand for the

front desk.

G. Front Office cashier is to attend to the settlement of guests bill.

H. Airport/Transport Representative is to transport guests to and from the airport other terminals.

I. Concierge Officer is to attend to any request for guest assistance.

J. Telephone Operator is to attend to all incoming and outgoing calls in the telephone exchange

section.

8/4/2019 HRM2B

4/5

Assignment # 2 Ma.Marla Gladys Kabigting

HRM2B

Estolano, Andrew, F.

BS-HRM/3A1-5

1.Define Property Management System {PMS}

In the highly competitive hospitality industry, it is the intangibles that encourage guests to spend more,

provide positive feedback and return to the property in the future. The most powerful of these intangibles is

service. No amount of hiring, training or incentives can ensure top-notch service if employees dont have

appropriate systems providing information at their fingertips. In addition, as properties incorporate more

services and amenities, the need to integrate these functions becomes increasingly challenging and

important.

Technology has raised the bar, and Agilysys is at the forefront of this change with guest-centric solutions

that help you tap into new revenue streams and serve your guests in creative new ways. Agilysys now offers

three property management systems, each of which is designed to meet the unique needs of a specific

segment of the hospitality industry. Our systems automate every aspect of hotel operations at one ormultiple properties and enable you to enhance the guest experience and maximize your profits. Agilysys

property management systems are used by leading properties throughout the world and are particularly well

suited for hotel casinos, full-service resorts, multi-site enterprises, convention centers, condominiums and

much more.

2. What Are The Common Software Options In PMS?

RoomKey Hotel Software offers an internet marketing program that is powered by gCommerce Solutions,

a leader in hospitality internet marketing. For more than six years, gCommerce has helped hotels and

resorts throughout North America maximize their opportunity online and generate significant revenues,

improving their overall market share. With more than 80 years of direct hospitality experience within itsorganization, gCommerce approaches internet marketing from the perspective of a hotelier, with a focus on

bottom line revenues and care for your brand and image.

We specialize in properties that have unique or challenging issues. Be it the a newly built property looking

to establish market share in a competitive market or a property that is looking to the web to diversify market

segments, powering a strong weekend business, gCommerce is skilled at providing unique and customized

programs to meet your goals.

8/4/2019 HRM2B

5/5

RSI Roomkey Property Management Software

RoomKey is an easy to use, web based, property management software solution that meets the needs

of any size hotel, inn or resort. RoomKey Property Management Software has everything you

need to access GDS and Internet Distribution Systems, process reservations, check guests in &

out, assign rooms, manage room inventory, service guest requirements, process billings and

handle multiple accounting functions.

http://www.welcometorsi.com/GDS-IDS-Reservation-System.phphttp://www.welcometorsi.com/GDS-IDS-Reservation-System.php