1 / 33

Chapter 5 Rooms Division Operations

Chapter 5 Rooms Division Operations. After Reading and Studying This Chapter, You Should Be Able to:. Outline the duties and responsibilities of key executives and department heads Draw an organizational chart of the rooms division of a hotel and identify the executive committee members

loe
Download Presentation

Chapter 5 Rooms Division Operations

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Chapter 5Rooms Division Operations

  2. After Reading and Studying This Chapter, You Should Be Able to: • Outline the duties and responsibilities of key executives and department heads • Draw an organizational chart of the rooms division of a hotel and identify the executive committee members • Describe the main functions of the rooms division department

  3. After Reading and Studying This Chapter, You Should Be Able to (cont.): • Describe property management systems and discuss yield management • Calculate occupancy percentages, average daily rates, and actual percentage of potential rooms revenue • Outline the importance of the reservations and guest services functions • List the complexities and challenges of the concierge, housekeeping, and security/loss prevention departments

  4. Functions of a Hotel • Lodging accommodations • Revenue centers • Cost centers • Serve and enrich society • Profit for the owners

  5. Role of a General Manager • Chief Operating Officer (COO) • Ensuring highest level of associate and guest service • Overseeing and coordinating operations • Increasing profitability

  6. Qualities of Successful Hospitality Leaders • Leadership • Attention to detail • Follow-through • People skills • Patience • Ability to delegate effectively

  7. 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

  8. Figure 5-1Executive Committee Chart

  9. Rooms Division • Front office • Reservations • Housekeeping • Concierge • Guest services • Security • Communications

  10. Figure 5-2Rooms Division Organizational Chart

  11. Front Office Manager(FOM) • Enhance guest services • Ensure the desired percentage of each market segment is achieved • Make and exceed budget forecasts

  12. Basic Functions of theFront Office • Review previous night’s occupancy/ADR • Review arrivals/departures/VIP rooms • Staffing adjustments/scheduling • Look over market mix • Meet with lead GSAs • Sell rooms • Maintain balanced guest accounts • Offer services such as faxes, mail, messages, etc.

  13. Figure 5-3The Guest Cycle

  14. Night Auditor • Posts charges • Closes the books on a daily basis • Balances guest accounts • Completes daily report

  15. Night Audit Process in Simple Terms • Add yesterday’s closing balance of accounts owed by guests • Less payments received today against accounts • Plus all charges made today to guests’ account • Equals day’s closing balance of accounts owed by guest

  16. Hotel Occupancy Statistics • Occupancy statistics: • Percentage of Occupancy = Rooms Occupied Total Rooms Available

  17. Hotel Occupancy Statistics (cont.) • Occupancy statistics (cont.): • Double/Multiple Occupancy Percentage = Total # of Guests – # of Rooms Occupied # of Double-Occupied Rooms

  18. Hotel Revenue Statistics • Revenue statistics: • Average Daily Room Rate (ADR) = Total Rooms Revenue Total Number of Rooms Sold

  19. Property Management Systems (PMS) • Computer-based applications: • Reservations management • Rooms management • Guest account management • General management

  20. Revenue Management • Increases room revenue by using demand-forecasting technique • Based on the economics of supply and demand • Pricing is based on: • Trends of demand • Type of room to be occupied • Rev Par = Room Revenue Number of Rooms Available

  21. Reservations • Internet • First area of guest contact • A sales position • Telephone skills • Central Reservations System (CRS)

  22. Reservation Definitions • Confirmed reservation • Guaranteed reservation • Advance deposit/advance payment • No show • 6 PM release

  23. Communications or PBX • Public Branch Exchange • Profit center • Includes many types of communication: • Faxes • Messages • Pagers and radios • Emergency center

  24. Guest Services Uniformed Service • Bell captain or guest services manager • Door attendants: • Hotel’s unofficial greeters • Bell persons: • Escort guests to their rooms • Transport luggage

  25. Concierge • Part of guest/uniformed services • Elevate properties’ marketable value • Typically in a luxury hotel • Unique requests • Knowledge of city • Ability to speak several languages preferred

  26. Housekeeping • Largest department in terms of people • Executive housekeeper • Cleanliness is the key to success

  27. Duties of the Executive Housekeeper • Leadership of people, equipment, and supplies • Cleanliness and servicing the guest rooms and public areas • Operating the department according to financial guidelines • Keeping records

  28. Other Duties of Housekeeping • Turndown service • Hotel laundry • Laundry and dry cleaning for guests • General hotel cleaning • Linen room

  29. In-House Laundry • Advantages: • 24-hour anytime laundry service for guests • Smaller par-stock of linen • Full control over quality of laundered linen

  30. Contract Laundry Service • Advantages: • No maintenance costs for equipment • No labor costs for training/staffing • Lower overhead costs of energy/water • Fixed projected expense

  31. Security and Loss Prevention • Providing guest safety and loss prevention: • Security officers • Equipment • Keys • Safety procedures • Identification procedures • ADA compliance

  32. Trends • Diversity of workforce • Increase in use of technology • Continued quest for increases in productivity • Increasing use of revenue management to increase profit by effective pricing of room inventory • Greening of hotels and guest rooms

  33. Trends (cont.) • Security • Diversity of the guest • Compliance with the ADA • Hotel companies are trying to persuade guests to book rooms via the company website instead of an Internet broker • Hotels are upgrading in-room technology

More Related