Learn how to manage Front Office in a hotel

2. ROOMS
DIVISION
MANAGER
FRONT OFFICE
MANAGER
DUTY
MANAGER
FRONT OFFICE
SUPERVISOR
EXECUTIVE
HOUSEKEEPER
HOUSEKEEPING
SUPERVISOR
ROOMS DIVISION ORGANIZATION

3.  Hotel that want 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 can always “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, cross train 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 that accurate 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 group information 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 a good 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 of Double 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 offered to 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 is a 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 FOR SALE
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 TSR MEMILIKI 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 ROOM REVENUE
◦ 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
POTENTIAL MAXIMUM REVENUE
X 100 = PERCENTAGE OF POTENTIAL MAXIMUM REVENUE

22.  The point for anyone property at which the
rooms are sold at the best rate for the type of
patronage.

23.  Rate structure
Superior room 150 rooms $36
Deluxe room 150 rooms $46
Suite 17 rooms $60
Occupancy % : 76 % (240 room)

24.  Step 1 least expensive rooms sold
 Step 2 most expensive rooms sold
 Average the high and the low

25.  Step 1
150 superior 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 student memiliki 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