Compiled by: MRS.ANUJA LAGHATE Hotel Organization Hotel and Rooms Division Operation.

Compiled by:MRS.ANUJA LAGHATE

Hotel OrganizationHotel and Rooms

Division Operation


Functions of a Hotel

• Functions…

– Lodging accommodations

– Revenue centers

– Cost centers

– Serve and enrich society

– Profit for the owners


General Manager

• General Manager…

– Chief Operating Officer (COO)

– Relating to guests and employees


General Manager

• Manager (cont.)…

– Overseeing and coordinating operations

– Increasing profitability


Qualities of SuccessfulManagers

• Qualities of Success…

– Leadership

– Attention to detail

– Follow through

– People skills

– Patience

– Ability to delegate effectively


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


Rooms Division

• Rooms Division…

– Front Office

– Reservations

– Housekeeping

– Concierge

– Guest services

– Security

– Communications


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


Basic Functions of theFront Office

• Front Office…

– Sell rooms

– Maintain balanced guest accounts

– Offer services such as faxes, mail, messages, etc.


Room Status Codes

• Codes…

– VR - Vacant and Ready

– VC - Vacant and Clean

– VD - Vacant and Dirty

– OR - Occupied and Ready

– OC - Occupied and Clean


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


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


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


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


Night Auditor

• Night Auditor…

– Closes the books on a daily basis

– Posts charges

– Balances guest accounts

– Completes daily report


Night Audit Process in Simple Terms

• Terms…– ADD

• Yesterday’s closing balance of accounts owed by guests

– LESS• Payments received today against accounts


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


Reservations

• Reservations…

– First area of guest contact

– A sales position

– Telephone skills

– Central Reservations System (CRS)


Reservation Definitions

• Definitions…

– Confirmed reservation

– Guaranteed reservation

– Advance deposit/advance payment

– No show

– 6 pm reservation


Communications or PBX

• PBX…

– Public Branch Exchange

– Profit center

– Includes many types of communication

• Faxes

• Messages

• Pagers and radios

• Emergency center


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


Concierge

• Concierge…

– Part of guest/uniformed services

– Elevate properties marketable value

– Typically in a luxury hotel


Concierge

• Concierge (cont.)…

– Unique requests

– Knowledge of city

– Several languages preferred


Security and Loss Prevention

• Providing guest safety and loss prevention…

• Security officers

• Equipment

• Keys

• Safety procedures

• Identification procedures

• ADA compliance


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


REFERNCES• Catering Housekeeping and front office-Ursula

Jones

• Accommodation management- Rosemary Hurst

Compiled by: MRS.ANUJA LAGHATE Hotel Organization Hotel and Rooms Division Operation.

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