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Rooms Division Management
The document discusses the roles and responsibilities of various positions in the rooms division of a hotel, including the manager on duty, front office manager, and front office supervisor. It provides details on the front office manager's responsibilities related to front desk operations, staff management, and ensuring guest satisfaction. It also includes formulas and explanations for key room statistics and reports like occupancy percentage, room availability, and average daily rate.
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Rooms Division Management
- 2.
- 3. Hotel thatwant someone with the authority to act on duty at all times use the Manager on Duty. Department head and supervisor are placed on rotating schedule so that every ten day or so they become Manager on Duty.
- 4. Guests canalways “get answers” . Employee always have someone to whom they can turn. An excellent opportunity to observe and assist other department in the hotel A feeling of team work and belief in common goals may result when the MOD system is successfully implemented.
- 5. Basic Function FOM is responsible for the immediate supervision of all Front desk personnel and for ensuring proper completion of all front desk duties.
- 6. Train, crosstrain and retrain all front desk personal Be knowledgeable about all front desk operating procedure Coach and counsel all subordinates employee Keep overtime hours to minimum Maintain good working relationships and open lines of communication with all departments Monitor master key control
- 7. Verify thataccurate room status counts are taken at the proper times Maintain continous contact with hotel guest to ensure that problem or complaints are handle quickly, efficiently, and courtecusly Uphold the hotel’s commitment to gracious hospitality Supervise workload during operation Ensure that all VIP’s guest are preregistered Make a weekly schedule and progress report
- 8. Update groupinformation daily, maintain group future file, monitor group requirements. Review and complete credit limit report Work within the hotel budget, practice aggressive techniques Receive information from the previous shift manager and pass on pertinent information to the on coming manager
- 9. Develop agood working knowledge of every front office job description. Ensure that all ledger work is neat and accurate and that all key balance at the of the shift Ensure that all check cashing and credit policies are followed Assist in conducting monthly meeting of FO Wear proper uniform at all times
- 10. Daily Reports ◦Percentage of occupancy “ indicates the percentage of rooms sold to rooms available for sale. Percentage of Occupancy = Number of rooms sold X 100 Number of Rooms Available for Sale
- 11. Daily Reports ◦Percentage of Double occupancy “ indicates the percentage of Guest to rooms available for sale. Percentage of = # of Guests - # Rooms sold X 100 Double # Rooms Sold Occupancy
- 12. Percentage ofDouble Occupancy ◦ Hotel knows their percentage of guest ◦ Provides guest count information useful in forecasting food & bev sales. ◦ Indication clean linen requirement ◦ Analyzing the hotel’s average room rate.
- 13. Rates offeredto large companies Rates offered to promote future business Rates offered to guests in affiliated organization (travel agents) Rates for families with children Package plans offering special rates for the rooms including food, transport, tips, etc
- 14. It isa summary of information regarding expected business volume. The ability to predict occupancy figures for a given day is one of the most difficult skill to develop. Acquired through experience, record keeping, and accurate counting method.
- 15. RAS =Total available rooms (TAV) - # of reservation (R) - out of order rooms (OOO) - # of stayover (SO) + # no-show factor + # of understay - # of Overstay
- 16. RAS =Total available rooms (TAV) = 300 - out of order rooms (OOO) = 0 - # of stayover (SO) = 150 - # of reservation (R) = 30 + # of Reservation X no-show factor = 10% + # of understay (US)= 12 - Overstay (OS) = 0
- 17. RAS =(TAV) = 300 - 0 - 150 - 30 + 10% (30 x 10%) = 3 + 12 - 0 135
- 18. ROOM AVAILABILITY FORSALE Date 5 6 7 8 9 10 11 12 13 14 15 16 17 Total Availability Room 300 450 100 200 78 150 210 310 305 110 75 65 80 Overstay 3 6 5 6 6 6 6 6 6 6 5 5 3 Stayover 100 300 50 153 33 100 176 200 251 56 16 15 52 No show factor (%) 10 5 7 10 10 15 10 6 7 10 10 4 5 Reservation 56 7 20 20 15 50 20 20 20 20 20 20 20 Understay 5 2 2 2 3 3 3 4 4 1 6 2 2 Out or Order room 1 2 3 1 2 1 2 1 2 3 2 2 2 Room Available for Sale 150.6 137.35 25.4 24 26.5 3.5 11 88.2 31.4 28 40 25.8 6
- 19. HOTEL TSRMEMILIKI 300 KAMAR TAMU KEADAAN SBB: ◦ DATA TAMU YANG MASIH MENGINAP 150 KAMAR, DAN AKAN CHECK IN (RESERVASI) 30 KAMAR, KAMAR YANG CHECK OUT SEBELUM WAKTUNYA ADALAH 12 KAMAR. ◦ NO SHOW FAKTOR HOTEL ADALAH 10%
- 20. POTENTIAL ROOMREVENUE ◦ One tool that the front office manager can use to evaluate how effectively the staff is selling rooms is compare what was actually earned against a potential earnings figure.
- 21. TOTAL ROOM REVENUE POTENTIALMAXIMUM REVENUE X 100 = PERCENTAGE OF POTENTIAL MAXIMUM REVENUE
- 22. The pointfor anyone property at which the rooms are sold at the best rate for the type of patronage.
- 23. Rate structure Superiorroom 150 rooms $36 Deluxe room 150 rooms $46 Suite 17 rooms $60 Occupancy % : 76 % (240 room)
- 24. Step 1least expensive rooms sold Step 2 most expensive rooms sold Average the high and the low
- 25. Step 1 150superior room @ 36 = $ 5,400 90 deluxe room @ 46 = $ 4,140 total = $ 9,540 average daily rate ($ 9,540/240) =39,75 Step 2 17 suite @ $60 = $1,020 150 deluxe room @$46 = $6,900 73 superior @$36 = $2,628 total = $10,548 average daily rate ($10,548/240) = $43,95
- 26. Step 3 ◦Average the high and the low rate 39.75 + 43.95 = 83.70/2 =$41.85
- 27. Setiap studentmemiliki data published/rack rate hotel berbintang yang ada di medan Buat : ◦ 1. potential maximum room revenue ◦ 2. hitung ideal average room rate pada occ 80% Buat laporannya di soft copy dan kirim ke email. zumri.sulthony@gmail.com deadline tgl. 25 nop 2015.
- 28. Jw marriot Grand aston Grand angkasa Soechi Garuda plaza Tiara hotel Santika Aryaduta