Bali Hospitality Professional Service Bali Hospitality Professional Service Drs. Agustinus Agus Purwanto, MM Drs. Agustinus Agus Purwanto, MM Senior Consultant Senior Consultant Jl. Tukad Batanghari VIII/7A Jl. Tukad Batanghari VIII/7A Denpasar – Bali – Indonesia Denpasar – Bali – Indonesia E-mail: E-mail: [email protected][email protected]Web: Web: www.linkedin.com/in/aguspurwanto www.linkedin.com/in/aguspurwanto
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Bali Hospitality Professional ServiceBali Hospitality Professional Service
Drs. Agustinus Agus Purwanto, MMDrs. Agustinus Agus Purwanto, MMSenior ConsultantSenior ConsultantJl. Tukad Batanghari VIII/7A Jl. Tukad Batanghari VIII/7A Denpasar – Bali – IndonesiaDenpasar – Bali – IndonesiaE-mail: E-mail: [email protected]@ehotelier.comWeb: Web: www.linkedin.com/in/aguspurwantowww.linkedin.com/in/aguspurwanto
Hotel OrganizationHotel OrganizationHotel and Rooms Hotel and Rooms Division OperationDivision Operation
Functions of a HotelFunctions of a Hotel
Functions…Functions…– Lodging accommodationsLodging accommodations– Revenue centersRevenue centers– Cost centersCost centers– Serve and enrich societyServe and enrich society– Profit for the ownersProfit for the owners
General ManagerGeneral Manager
General Manager…General Manager…– Chief Operating Officer (COO)Chief Operating Officer (COO)– Relating to guests and employeesRelating to guests and employees
General ManagerGeneral Manager
Manager (cont.)…Manager (cont.)…– Overseeing and coordinating Overseeing and coordinating
Qualities of SuccessfulQualities of SuccessfulManagersManagers Qualities of Success…Qualities of Success…
– LeadershipLeadership– Attention to detailAttention to detail– Follow throughFollow through– People skillsPeople skills– PatiencePatience– Ability to delegate effectivelyAbility to delegate effectively
The Executive The Executive CommitteeCommittee Executive Committee…Executive Committee…
– General ManagerGeneral Manager– Director of Human ResourcesDirector of Human Resources– Director of Food and BeverageDirector of Food and Beverage– Director of Rooms DivisionDirector of Rooms Division– Director of Marketing and SalesDirector of Marketing and Sales– Director of EngineeringDirector of Engineering– Director of AccountingDirector of Accounting
Front Office ManagerFront Office Manager(FOM)(FOM) FOM…FOM…
– Enhance guest servicesEnhance guest services– Sample of duties performed by FOM Sample of duties performed by FOM
dailydaily Review previous night’s occupancy/ADRReview previous night’s occupancy/ADR Review arrivals/departures/VIP roomsReview arrivals/departures/VIP rooms Staffing adjustments/schedulingStaffing adjustments/scheduling Look over Market MixLook over Market Mix Meet with lead GSA’sMeet with lead GSA’s
Basic Functions of theBasic Functions of theFront OfficeFront Office Front Office…Front Office…
– Sell roomsSell rooms– Maintain balanced guest accountsMaintain balanced guest accounts– Offer services such as faxes, mail, Offer services such as faxes, mail,
messages, etc.messages, etc.
Room Status CodesRoom Status Codes
Codes…Codes…– VR - Vacant and ReadyVR - Vacant and Ready– VC - Vacant and CleanVC - Vacant and Clean– VD - Vacant and DirtyVD - Vacant and Dirty– OR - Occupied and ReadyOR - Occupied and Ready– OC - Occupied and CleanOC - Occupied and Clean
Room Status CodesRoom Status Codes
Codes (cont.)… Codes (cont.)… – OD - Occupied and DirtyOD - Occupied and Dirty– CO - Check-OutCO - Check-Out– OO - Out of OrderOO - Out of Order– DND - Do Not DisturbDND - Do Not Disturb– V/O or O/V - Status Unclear V/O or O/V - Status Unclear
Duties of aDuties of aGuest Service AgentGuest Service Agent Guest Service Agent…Guest Service Agent…
– 7:00 am - 3:00 pm shift7:00 am - 3:00 pm shift Check-outsCheck-outs Guest inquiriesGuest inquiries Room changesRoom changes Work with housekeepingWork with housekeeping
Night Auditor…Night Auditor…– Closes the books on a daily basisCloses the books on a daily basis– Posts chargesPosts charges– Balances guest accountsBalances guest accounts– Completes daily reportCompletes daily report
Night Audit Process in Night Audit Process in Simple TermsSimple Terms
Terms…Terms…– ADDADD
Yesterday’s closing balance of Yesterday’s closing balance of accounts owed by guestsaccounts owed by guests
– LESSLESSPayments received today against Payments received today against
accountsaccounts
Night Audit Process in Night Audit Process in Simple TermsSimple Terms
Terms (cont.)…Terms (cont.)…– PLUSPLUS
All charges made today to guests’ All charges made today to guests’ accountaccount
– EQUALSEQUALSDay’s closing balance of accounts Day’s closing balance of accounts
owed by guestowed by guest
Different Room RatesDifferent Room Rates
RoomRoom Rates… Rates…– Rack rateRack rate– CorporateCorporate– GovernmentGovernment– Entertainment Entertainment
cardscards– AAAAAA– Group ratesGroup rates– AARPAARP
Yield Management …Yield Management …– Increases room revenue by using Increases room revenue by using
demand-forecasting techniquedemand-forecasting technique– Based on the economics of supply Based on the economics of supply
and demandand demand– Pricing is based onPricing is based on
Trends of demandTrends of demand Type of room to be occupiedType of room to be occupied
ReservationsReservations
Reservations…Reservations…– First area of guest contactFirst area of guest contact– A sales positionA sales position– Telephone skills Telephone skills – Central Reservations System (CRS)Central Reservations System (CRS)
Communications or Communications or PBXPBX PBX…PBX…
– Public Branch ExchangePublic Branch Exchange– Profit centerProfit center– Includes many types of Includes many types of
communicationcommunication FaxesFaxes MessagesMessages Pagers and radiosPagers and radios Emergency centerEmergency center
Guest ServicesGuest ServicesUniformed ServiceUniformed Service Uniformed Service…Uniformed Service…
– Bell Captain or Guest Services Bell Captain or Guest Services ManagerManager
– Door attendantsDoor attendants Hotel’s unofficial greetersHotel’s unofficial greeters LuggageLuggage
– Bell personsBell persons Escort guests to their roomsEscort guests to their rooms
ConciergeConcierge
Concierge…Concierge…– Part of guest/uniformed servicesPart of guest/uniformed services– Elevate properties marketable valueElevate properties marketable value– Typically in a luxury hotelTypically in a luxury hotel
ConciergeConcierge
Concierge (contConcierge (cont.)….)…– Unique requestsUnique requests– Knowledge of cityKnowledge of city– Several languages preferredSeveral languages preferred
HousekeepingHousekeeping
Housekeeping…Housekeeping…– Largest department in terms of Largest department in terms of
peoplepeople– Executive HousekeeperExecutive Housekeeper– Cleanliness is the key to successCleanliness is the key to success
Duties of the Executive Duties of the Executive HousekeeperHousekeeper Executive Housekeeper Duties…Executive Housekeeper Duties…
– Leadership of people, equipment, Leadership of people, equipment, and suppliesand supplies
– Cleanliness and servicing the guest Cleanliness and servicing the guest rooms and public areasrooms and public areas
– Operating the department according Operating the department according to financial guidelinesto financial guidelines
– Keeping recordsKeeping records
Breaking the House Breaking the House DownDown Breaking Down…Breaking Down…
– Assignment of sections for cleaningAssignment of sections for cleaning– SC - Checks out that daySC - Checks out that day– SS – Stay-overSS – Stay-over– XX - Out of orderXX - Out of order– Based on standard of rooms cleaned Based on standard of rooms cleaned
per day by each housekeeperper day by each housekeeper
Other Duties of Other Duties of HousekeepingHousekeeping Duties…Duties…
– Turndown serviceTurndown service– Hotel laundryHotel laundry– Laundry and dry cleaning for guestsLaundry and dry cleaning for guests– General hotel cleaningGeneral hotel cleaning– Linen roomLinen room
Trends in Hotel/Rooms Trends in Hotel/Rooms DivisionDivision Trends…Trends…
– Diversity of both guests/workforceDiversity of both guests/workforce– Increase in business travelIncrease in business travel– Increased need for technologyIncreased need for technology– Continued quest for increase in Continued quest for increase in
productivityproductivity– Increasing use of yield managementIncreasing use of yield management– Greening of hotels and guest roomsGreening of hotels and guest rooms