ROOMS DIVISION

1. Rooms
Division

2. Rooms
Reservation Concierge Reception Housekeeping Security Engineering
Uniformed Telephone Laundry
Services

3. Reservations

4. Reservations
• Reservations…
– First area of guest contact
– A sales position
– Telephone skills
– Central Reservations System (CRS)

5. Reservations – Duties and Functions
• Maintain a professional appearance
• Master hotel information
• Answer phones
• Handling reservations: Telephone, Email, Letter, Fax, In Person, Computer
• Handling changes on reservations
• Processing special requests/preferences
• Regret over bookings
• Standard form letters / sending faxes/emails
• Processing travel agency bookings
• Dealing with deposit, vouchers and rebates
• Interpret room inventory control log
• Check and review all next day reservations
• Processing hotel special rates and packages plans
• Routing instructions
• Handling VIP reservations

6. Concierge
&
Uniformed
Service

7. Guest Services
Uniformed Service
• Uniformed Service…
– Bell Captain or Guest Services Manager
– Door attendants
• Hotel’s unofficial greeters
• Luggage
– Bell persons
• Escort guests to their rooms

8. Concierge
• Concierge…
– Part of guest/uniformed services
– Elevate properties marketable value
– Typically in a luxury hotel
– Unique requests
– Knowledge of city
– Several languages preferred

9. Concierge – Duties and Functions
• Maintain a professional appearance
• Master hotel information
• Remain aware of current and new developments
• Attend to VIP guests
• Respond to guest complaints
• Know city information
• Make dinner reservations and give directions
• Understand hotel safety and security features
• Coordinate babysitters
• Answer phones

10. Duties of a
Guest 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

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

12. Uniformed Services – Duties and Functions
• Maintain a professional appearance
• Master hotel information
• Answer phones
• Greet the guest
• Room the guest
• Stand at post with excellent appearance
• Handle and store luggage
• Answer guest inquiries
• Assist guest Check-Out
• Understands actions taken during emergency
• Maintain teamwork
• Handle master key
• Know local restaurants, tourist attractions
• Maintain front of the hotel
• Control traffic
• Raise, lower flags
• Deliver amenity and give-aways
• Deliver newspaper/messages

13. Reception

14. Reception – Duties and Functions
• Maintain a professional appearance
• Master hotel information
• Answer phones
• Review correspondence daily
• Ensures Reception is aware of special billing arrangements
• Clarifies and checks group information prior to arrivals
• Review and prepare group bill after departures
• Checks that room counts are accurate
• Ensure all Housekeeping information is correct
• Checks on departures, stay-overs, extra departures, VIP arrivals and special requirements
• Checks accuracy of guest folios
• Control stock inventory
• Ensure that Reception and Reservations staff are fully aware of rates, programs and
special promotions
• Prepares input for room operation forecast: budget and outlook
• Attends and holds meetings: Operation, Departmental, etc

15. Reception (Cont...)
• Maintains contacts with other hotels
• Interprets and communicates company policy
• Monitors general development of hotel business and advises senior management of any
change trends
• Carries out departmental induction and training for all new and existing staff
• Interviews for selection and appraisal
• Carries out disciplinary interviews
• Holds problem solving meetings and monitors morale
• Prepares time sheets
• Prepares duty schedules
• Prepares holiday and vacation schedules
• Ensures that the following procedures are understood:
o Fire and safety
o Bomb threat
o Power failure
o Medical
o Death
o Contingency plan

16. Reception (Cont...)
• Handles overbooking situation
• Coordinate Out-Of-Order rooms
• Routing instructions: groups and individuals
• Handling blocking requests and group arrivals
• Handling:
o Pre-registered guests
o Walks-ins
o Day-use reservations
o Upgrades
o Rebates
• Room allocation
• Processing arrivals (check in)
• Processing departures (check out)
• Handling room and rate changes
• Dealing with special requests
• Handling guest mail and messages
• Handling hotel package plans
• Handling travel agency booking
• Dealing with handicapped guests

17. Reception (Cont...)
• Dealing with housekeeper’s reports
• Handling turn-aways
• Preparing night clerks’ report
• Checking next day reservations
• Handling complaints
• Up-selling situations
• VIP procedures
• Manage room type
• Safety-box procedures
• Control Reception files
• Handling all postings: Banquets, F & B, Health Club, Business Center, etc
• Routing instructions
• Conduct room inspection

18. Telephone /
Communication

19. Telephone – Duties and Function
• Maintain a professional appearance
• Master hotel information
• Answering incoming calls
• Answering in-house calls
• Routing calls to departments and guests
• Making local and long distance calls
• Control and monitor telephone system
• Handling Wake-Up calls requests
• Taking and delivering messages/faxes
• Operating bleep system
• Emergency procedures:
o Fire and safety
o Bomb threat
o Power failure
o Medical
o Contingency plan
• Handle guest complaint calls

20. Housekeeping

21. Housekeeping – Duties and Functions
• Maintain a professional appearance
• Master hotel information
• Answer phones
• Greet the guest
• Preparing maid’s cart
• Preparing for entering a room
• Making beds
• Cleaning and arranging tables and drawers
• Cleaning windows and mirrors
• Cleaning and arranging washbasins
• Cleaning bath and shower
• Cleaning floor and walls (bathroom)
• Cleaning doors
• Setting out bathroom (towels, etc)
• Vacuuming
• Cleaning wardrobes
• Filling guest notecase
• Conduct light pressing and mending
• Shine shoes

22. Housekeeping (Cont...)
• Deliver turn-down service
• Inspect coffee/tea tray facilities
• Checks fax machines in all suites
• Emergency procedures:
o Fire and safety
o Bomb threat
o Power failure
o Medical
o Contingency plan
• Reporting faults
• Key procedures
• Maid’s room report
• Checking maids in and key procedures
• Allocating work
• Inspecting rooms check-out
• Inspecting room served
• Preparing maintenance orders
• Preparing housekeepers’ reports
• Issuing store
• Dealing with lost property
• Carrying out VIP room checks
• Carrying out appraisal interviews

23. Laundry /
Dry Cleaning /
Valet / Linen

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

25. Laundry.... – Duties and Functions
• Maintain a professional appearance
• Master hotel information
• Answer phones
• Repairing and maintaining linen
• Issuing new linen
• Writing off linen
• Issue of new and clean uniforms
• Withdrawing uniforms
• Cleaning of soft furnishing
• Checking on deliveries
• Distribution of linen
• Counting and checking dirty linen
• Re-making damaged linen for re-use
• Quality inspection of laundry
• Stock-taking
• Quality inspection of in-use linen and uniforms
• Preventing hoarding
• Using washing machines
• Using dry cleaning machines
• Using Processing machines
• Folding Laundered linen
• Interviewing for selection

26. Security

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

28. Security – Duties and Functions
• Maintain a professional appearance
• Master hotel information
• Answer phones
• Maintain key control
• Understand and respond to alarm devices
• Maintain hotel safety & security
• Maintain departmental security and loss control
• Handle emergencies
• Administer first aid
• Patrol hotel property
• Write reports
• Keep records
• Promote guest and employees relations
• Knowledge of legal terminology
• Check package passes

29. 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