2. OBJECTIVES:
At the end of the lessons, students will be able
to:
a. Define rooms division, rooms division
management
b. Identify departments under rooms
division
c. Identify the role of the rooms division in
the accommodation industry
3. WHAT IS ROOMS DIVISION?
Rooms division consists of
the following departments
front office, reservations
housekeeping, concierge,
guest services, security, and
communications.
4. WHAT IS ROOMS DIVISION MANAGEMENT?
Room Division Management
comprises management of
operations of various departments
such as the front office, room
reservations, housekeeping
responsibilities, concierge division
and guest services, security and
communications and related
services.
6. Front office department is the
first department noticed by the
guest whenever they enter the
hotel. It is the department which
it responsible for the sale of the
hotel room through a systematic
method of reservation followed
by registration.
7. Housekeeping is an
operational department in a
hotel, which is responsible for
cleanliness, maintenance,
aesthetic upkeep of rooms,
public area, back area and
surroundings.
8. Concierge assists guests by performing various
tasks such as making restaurant reservations,
booking hotels, arranging for spa services,
recommending night life hot spots, booking
transportation (like taxi, limousines, airplanes,
boats, etc.), coordinating porter service (luggage
assistance request), procuring tickets to special
events, and assisting with various travel
arrangements and tours of local attractions.
Concierges also assist with sending and
receiving parcels.
9. Guest services is a division of the
hospitality industry. The goal of guest
services is to provide customers with an
enjoyable experience, primarily in the hotel
and spa industry, sports facilities, and event
venues. Your duties in a guest services
position may include greeting and assisting
guests, accommodating requests, answering
calls, issuing keys, processing payments,
providing recommendations,
10. Security - secures premises and
personnel by patrolling property;
monitoring surveillance equipment;
inspecting buildings, equipment, and
access points; permitting entry.
Obtains help by sounding alarms.
Prevents losses and damage by
reporting irregularities; informing
violators of policy and procedures;
restraining trespassers
11. Excellent communication skills can
enhance a guests experience as it
shows that you are listening to them,
valuing their feedback and
conveying clear messages. This can
lead to customer loyalty, increased
business and eventually
the hotel becoming more successful.
12. ROLE OF THE ROOMS DIVISION
Rooms Division Managers lead,
control and supervise the Front
Desk, Guest Services and
Housekeeping departments. They
work closely with Reservations to
assure and maximize occupancy
rate and revenue and they are also
in charge of providing all necessary
forecasts.
