2. ROOMS DIVISION
The major departments in the
rooms division are front office and
housekeeping. A few hotels may also
include security and maintenance.
These departments come under
the control of the Rooms Division
Manager or Director of Rooms.
3. ROOMS DIVISION MANAGER
Rooms division manager’s
knowledge includes a complete
understanding of hotel operations,
specifically those operations involving
the front office, housekeeping and
basic accounting procedures.
4. ROOMS DIVISION MANAGER
A rooms division manager has the
following duties :
• Responsible for the supervision of employees
engaged in the operation of the front areas of the
hotel.
• Coordinates with other departments in the hotel
and maintains open communications w/ them to
find better ways to serve the guests.
• Maintains responsibility for staffing, purchasing
and budgeting.
5. ROOMS DIVISION MANAGER
• Creates plans to maximize the
average daily rate and percentage of
occupancy.
• Handles customer complaints and
suggestions.
• Stays up to date with events taking
place in the market and with the
competitors.
7. FRONT OFFICE
• The front office department is headed
by a front office manager.
• The Front desk area is directly
supervised by a front office manager
• He also assists the Rooms division
manger in compiling information for
reports
• He works hand in hand with the Rooms
Division Manager.
8. Functions of the Front Office
• To sell rooms, which includes
registering the guests and assigning
rooms
• To provide services such as handling
mail, telegrams and messages for
guests and furnishing information
about the hotel, the community, and
any special attractions or events
• To keep accounts, determine credit,
render bills and receive payments.
9. Sub Units of Front Office
• Front Desk – looks after the registration of hotel
guests and serves as communication and
information
• Reservations – handles reservations for room
bookings
• Bell Service – responsible for escorting guests
during check-in and check-out, attending to their
luggage and doing errands for the Front Desk
• Telephone Exchange – handles the Telephone
Communication System to include: answering
incoming calls, receiving and disseminating
messages, giving information to callers through
phone, placing and receiving long distance and
overseas calls, screening calls and other related
matters
10. Sub Units of Front Office
• Front Office Cashier – responsible for
the settlement of guest accounts and
other financial requests of guests
• Concierge/Guest Relations Assistance –
the section where any guest turns to for
any kind of assistance like tour and
travel, directions to point of interest,
confirmation of tickets and other
services of this kind
• Airport/Transport Guest Assistance –
handles the transport of guests to and
from airport or other transport terminal
• Business Center – handles all
transactions in the business center
including computer services, fax, email,
photocopy, souvenir items, etc.
11. Night Audit
The Night Audit Function:
1. Posting the appropriate room and
tax rates
2. Verifying the accurate status of all
rooms in the PMS
3. Posting any necessary adjustment
12. HOUSEKEEPING
• This department is responsible for the
cleanliness of the hotel.
• This department is responsible for
cleaning the following areas:
• Public Areas – lobby, restrooms, offices,
reception areas, employee locker room, and
more
• Guestrooms – elevators, corridors, stairs,
guestroom
• Laundry – preparation area, supply area,
guest linen storage area
13. COMMON PERSONNEL IN THE
HOUSEKEEPING DEPARTMENT
• Executive Housekeeper
• Inspectors (Room Inspectors)
• Room attendants
• Other housekeeping staff for laundry,
linen, house-person
14. Safety/Training in the housekeeping
department
• Employee accident in the department
are generally the highest in the hotel
because of the large number of
workers it employs and the physical
nature of the job
• Housekeepers should be highly
trained in using the equipment and
other cleaning chemicals.
15. Types of Lost and Found Incidents
• Mislaid Property – the owner has
unintentionally left the items behind
• Lost Property – the owner has
unintentionally left the item behind,
then forgotten them
• Abandoned Property – the item was
intentionally left behind by the owner.
16. Proper handling of Lost and Found
• What to do with the item found:
– The date and time the item was found
– Description of the item
– Location where the item was found
– Name of the finder
– Supervisor who received the item
What to do during claim:
o The date and time it was returned
o Owner’s Name and other information
o Housekeeping manager returning the item
o Method of return(mail, delivered, or personal)
18. The Role of Maintenance
Goals of the maintenance department:
• Protecting and enhancing the financial value
of the building and grounds
• Supporting the efforts of other hotel
departments
• Controlling maintenance and repair costs
• Controlling energy usage
• Minimizing guests’ facility-related complaints
• Increasing the pride and morale of the hotel’s
staff
19. The Role of Maintenance
Preventive Maintenance: maintenance
activities designed to minimize
maintenance costs and prolong the life of
equipment.
Routine Maintenance: maintenance
activities that must be performed on a
continual (ongoing) basis.
Emergency Maintenance: maintenance
activities performed in response to an
urgent situation.
20. Managing Maintenance
• Staffing
Maintenance Assistants
Must be skilled in:
• Engineering
• Mechanics
• Plumbing
• Electrician
• Carpentry
• Water treatment (for pools and spas)
• Landscaping
• Grounds maintenance
21. SAFETY AND SECURITY
• Implementation of safety and security
measures are important in running
the business.
– For the protection and safety of the
guest
– For the safety of the premise including
the employees
– To avoid legal obligations/liabilities
22. SAFETY AND SECURITY Resources
• Internal Resources: Recodable Locks
Recodable Locking System: a hotel guest
room locking system designed so that
when guests insert their “key” (typically an
electromagnetic card) into the guest room
lock for the first time, the lock is
immediately recoded, canceling entry
authorization for the previous guest’s key.
Keycards: the electromagnetic card used
in a recodable locking system.
23. Safety Resources
• Internal Resources: Alarm Systems
Internal Alarm: a warning system that
notifies an area within the hotel if the alarm
is activated.
Contact Alarm: a warning system that
notifies (contacts) an external entity such
as the fire or police department if the alarm
is activated.
24. Safety Resources
• Internal Resources: Surveillance
Systems—VCR versus CCTV
Closed-Circuit Television (CCTV): a camera
and monitor system that displays, in real time,
the activity within the camera’s field of vision—
several cameras and screens may be
monitored in a single location.
Emergency Plan: a document describing a
hotel’s pre-determined, intended response to
a safety/security threat it may encounter.
25. Safety Resources
• External Resources: Property Insurers
Worker’s Compensation: an insurance program
designed to assist individuals who are victims of
a work-related injury or illness.
Premiums: the price one pays for insurance.
Claim (Insurance): a demand for compensation
as the result of loss, injury, or damage.
