Bali Hospitality Professional Service  Drs. Agustinus Agus Purwanto, MM  Senior Consultant  Jl. Tukad Batanghari VIII/7A  ...
Hotel OrganizationHotel and RoomsDivision Operation
Functions of a Hotel   Functions…    –   Lodging accommodations    –   Revenue centers    –   Cost centers    –   Serve a...
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 throug...
The ExecutiveCommittee   Executive Committee…    –   General Manager    –   Director of Human Resources    –   Director o...
Rooms Division   Rooms Division…    –   Front Office    –   Reservations    –   Housekeeping    –   Concierge    –   Gues...
Front Office Manager(FOM)   FOM…    – Enhance guest services    – Sample of duties performed by FOM      daily       Rev...
Basic Functions of theFront Office   Front Office…    – Sell rooms    – Maintain balanced guest accounts    – Offer servi...
Room Status Codes   Codes…    –   VR - Vacant and Ready    –   VC - Vacant and Clean    –   VD - Vacant and Dirty    –   ...
Room Status Codes   Codes (cont.)…    –   OD - Occupied and Dirty    –   CO - Check-Out    –   OO - Out of Order    –   D...
Duties of aGuest Service Agent   Guest Service Agent…    – 7:00 am - 3:00 pm shift       Check-outs       Guest inquiri...
Night Auditor   Night Auditor…    –   Closes the books on a daily basis    –   Posts charges    –   Balances guest accoun...
Night Audit Process inSimple Terms   Terms…    – ADD       Yesterday’s                  closing balance of       account...
Night Audit Process inSimple Terms   Terms (cont.)…    – PLUS       All          charges made today to guests’       acc...
Different Room Rates   Room Rates…    – Rack rate    – Corporate    – Government    – Entertainment      cards    – AAA  ...
Key Operating Ratiosfor Daily Report
Hotel OccupancyStatistics   Occupancy Statistics…    – Percentage of occupancy =           Rooms Occupied        Total Ro...
Hotel OccupancyStatistics   Occupancy Statistics (cont.)…    – Double/Multiple Occupancy      Percentage =        Total #...
Hotel RevenueStatistics   Revenue Statistics…    – Average Daily Room Rate (ADR) =          Total Rooms Revenue      Tota...
Property ManagementSystems (PMS)   PMS…    – Computer-based applications       Reservations management       Rooms mana...
Yield Management   Yield Management …    – Increases room revenue by using      demand-forecasting technique    – Based o...
Reservations   Reservations…    –   First area of guest contact    –   A sales position    –   Telephone skills    –   Ce...
ReservationDefinitions   Definitions…    –   Confirmed reservation    –   Guaranteed reservation    –   Advance deposit/a...
Communications orPBX   PBX…    – Public Branch Exchange    – Profit center    – Includes many types of      communication...
Guest ServicesUniformed Service   Uniformed Service…    – Bell Captain or Guest Services      Manager    – Door attendant...
Concierge   Concierge…    – Part of guest/uniformed services    – Elevate properties marketable value    – Typically in a...
Concierge   Concierge (cont.)…    – Unique requests    – Knowledge of city    – Several languages preferred
Housekeeping   Housekeeping…    – Largest department in terms of      people    – Executive Housekeeper    – Cleanliness ...
Duties of the ExecutiveHousekeeper   Executive Housekeeper Duties…    – Leadership of people, equipment,      and supplie...
Breaking the HouseDown   Breaking Down…    –   Assignment of sections for cleaning    –   SC - Checks out that day    –  ...
Other Duties ofHousekeeping   Duties…    –   Turndown service    –   Hotel laundry    –   Laundry and dry cleaning for gu...
In-House Laundry   In-House Laundry …    – Advantages       24 hour anytime laundry service for        guests       Sma...
Contract LaundryService   Contract Laundry…    – Advantages       No maintenance costs for        equipment       No la...
Security and LossPrevention    Providing guest safety and loss     prevention…        Security officers        Equipmen...
Trends in Hotel/RoomsDivision   Trends…    – Diversity of both guests/workforce    – Increase in business travel    – Inc...
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14099673 Hotel Room Division

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14099673 Hotel Room Division

  1. 1. Bali Hospitality Professional Service Drs. Agustinus Agus Purwanto, MM Senior Consultant Jl. Tukad Batanghari VIII/7A Denpasar – Bali – Indonesia E-mail: agustinus.aguspurwanto@ehotelier.com Web: www.linkedin.com/in/aguspurwanto
  2. 2. Hotel OrganizationHotel and RoomsDivision Operation
  3. 3. Functions of a Hotel Functions… – Lodging accommodations – Revenue centers – Cost centers – Serve and enrich society – Profit for the owners
  4. 4. General Manager General Manager… – Chief Operating Officer (COO) – Relating to guests and employees
  5. 5. General Manager Manager (cont.)… – Overseeing and coordinating operations – Increasing profitability
  6. 6. Qualities of SuccessfulManagers Qualities of Success… – Leadership – Attention to detail – Follow through – People skills – Patience – Ability to delegate effectively
  7. 7. The ExecutiveCommittee 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. 8. Rooms Division Rooms Division… – Front Office – Reservations – Housekeeping – Concierge – Guest services – Security – Communications
  9. 9. 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
  10. 10. Basic Functions of theFront Office Front Office… – Sell rooms – Maintain balanced guest accounts – Offer services such as faxes, mail, messages, etc.
  11. 11. Room Status Codes Codes… – VR - Vacant and Ready – VC - Vacant and Clean – VD - Vacant and Dirty – OR - Occupied and Ready – OC - Occupied and Clean
  12. 12. 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
  13. 13. 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
  14. 14. Night Auditor Night Auditor… – Closes the books on a daily basis – Posts charges – Balances guest accounts – Completes daily report
  15. 15. Night Audit Process inSimple Terms Terms… – ADD  Yesterday’s closing balance of accounts owed by guests – LESS  Payments received today against accounts
  16. 16. Night Audit Process inSimple Terms Terms (cont.)… – PLUS  All charges made today to guests’ account – EQUALS  Day’s closing balance of accounts owed by guest
  17. 17. Different Room Rates Room Rates… – Rack rate – Corporate – Government – Entertainment cards – AAA – Group rates – AARP
  18. 18. Key Operating Ratiosfor Daily Report
  19. 19. Hotel OccupancyStatistics Occupancy Statistics… – Percentage of occupancy = Rooms Occupied Total Rooms Available
  20. 20. Hotel OccupancyStatistics Occupancy Statistics (cont.)… – Double/Multiple Occupancy Percentage = Total # of Guests - # of Rooms Occupied # of Double Occupied Rooms
  21. 21. Hotel RevenueStatistics Revenue Statistics… – Average Daily Room Rate (ADR) = Total Rooms Revenue Total Number of Rooms Sold
  22. 22. Property ManagementSystems (PMS) PMS… – Computer-based applications  Reservations management  Rooms management  Guest account management  General management
  23. 23. Yield Management Yield 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
  24. 24. Reservations Reservations… – First area of guest contact – A sales position – Telephone skills – Central Reservations System (CRS)
  25. 25. ReservationDefinitions Definitions… – Confirmed reservation – Guaranteed reservation – Advance deposit/advance payment – No show – 6 pm reservation
  26. 26. Communications orPBX PBX… – Public Branch Exchange – Profit center – Includes many types of communication  Faxes  Messages  Pagers and radios  Emergency center
  27. 27. 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
  28. 28. Concierge Concierge… – Part of guest/uniformed services – Elevate properties marketable value – Typically in a luxury hotel
  29. 29. Concierge Concierge (cont.)… – Unique requests – Knowledge of city – Several languages preferred
  30. 30. Housekeeping Housekeeping… – Largest department in terms of people – Executive Housekeeper – Cleanliness is the key to success
  31. 31. Duties of the ExecutiveHousekeeper Executive Housekeeper Duties… – Leadership of people, equipment, and supplies – Cleanliness and servicing the guest rooms and public areas – Operating the department according to financial guidelines – Keeping records
  32. 32. Breaking the HouseDown Breaking Down… – Assignment of sections for cleaning – SC - Checks out that day – SS – Stay-over – XX - Out of order – Based on standard of rooms cleaned per day by each housekeeper
  33. 33. Other Duties ofHousekeeping Duties… – Turndown service – Hotel laundry – Laundry and dry cleaning for guests – General hotel cleaning – Linen room
  34. 34. In-House Laundry In-House Laundry … – Advantages  24 hour anytime laundry service for guests  Smaller par-stock of linen  Full control over quality of laundered linen
  35. 35. Contract LaundryService Contract Laundry… – Advantages  No maintenance costs for equipment  No labor costs for training/staffing  Lower overhead costs of energy/water  Fixed projected expense
  36. 36. Security and LossPrevention  Providing guest safety and loss prevention…  Security officers  Equipment  Keys  Safety procedures  Identification procedures  ADA compliance
  37. 37. Trends in Hotel/RoomsDivision 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
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