RoomsDivision
RoomsReservation   Concierge   Reception      Housekeeping   Security   Engineering              Uniformed   Telephone    ...
Reservations
Reservations• Reservations…  – First area of guest contact  – A sales position  – Telephone skills  – Central Reservations...
Reservations – Duties and Functions•   Maintain a professional appearance•   Master hotel information•   Answer phones•   ...
Concierge    &Uniformed Service
Guest Services             Uniformed Service• Uniformed Service…  – Bell Captain or Guest Services Manager  – Door attenda...
Concierge• Concierge…  – Part of guest/uniformed services  – Elevate properties marketable value  – Typically in a luxury ...
Concierge – Duties and Functions•   Maintain a professional appearance•   Master hotel information•   Remain aware of curr...
Duties of a             Guest Service Agent• Guest Service Agent…  – 7:00 am - 3:00 pm shift     •   Check-outs     •   Gu...
Night Auditor• Night Auditor…  – Closes the books on a daily basis  – Posts charges  – Balances guest accounts  – Complete...
Uniformed Services – Duties and Functions•   Maintain a professional appearance•   Master hotel information•   Answer phon...
Reception
Reception – Duties and Functions •   Maintain a professional appearance •   Master hotel information •   Answer phones •  ...
Reception (Cont...)•   Maintains contacts with other hotels•   Interprets and communicates company policy•   Monitors gene...
Reception (Cont...)•   Handles overbooking situation•   Coordinate Out-Of-Order rooms•   Routing instructions: groups and ...
Reception (Cont...)•   Dealing with housekeeper’s reports•   Handling turn-aways•   Preparing night clerks’ report•   Chec...
Telephone /Communication
Telephone – Duties and Function •   Maintain a professional appearance •   Master hotel information •   Answering incoming...
Housekeeping
Housekeeping – Duties and Functions•   Maintain a professional appearance•   Master hotel information•   Answer phones•   ...
Housekeeping (Cont...)•   Deliver turn-down service•   Inspect coffee/tea tray facilities•   Checks fax machines in all su...
Laundry /Dry Cleaning /Valet / Linen
Contract Laundry Service• Contract Laundry…   – Advantages     • No maintenance costs for equipment     • No labor costs f...
Laundry.... – Duties and Functions•   Maintain a professional appearance•   Master hotel information•   Answer phones•   R...
Security
Security and Loss Prevention• Providing guest safety and loss prevention…     •   Security officers     •   Equipment     ...
Security – Duties and Functions •   Maintain a professional appearance •   Master hotel information •   Answer phones •   ...
Trends in Hotel/Rooms Division• Trends…  – Diversity of both guests/workforce  – Increase in business travel  – Increased ...
Upcoming SlideShare
Loading in …5
×

Lecture 2 FRONT OFFICE FUNCTIONS - THE ROOMS DIVISION

7,064 views

Published on

ROOMS DIVISION

Published in: Education
1 Comment
11 Likes
Statistics
Notes
  • This information was useful for me to prepare a lecture on RDM in Hotel industry
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
No Downloads
Views
Total views
7,064
On SlideShare
0
From Embeds
0
Number of Embeds
4
Actions
Shares
0
Downloads
278
Comments
1
Likes
11
Embeds 0
No embeds

No notes for slide

Lecture 2 FRONT OFFICE FUNCTIONS - THE ROOMS DIVISION

  1. 1. RoomsDivision
  2. 2. RoomsReservation Concierge Reception Housekeeping Security Engineering Uniformed Telephone Laundry Services
  3. 3. Reservations
  4. 4. Reservations• Reservations… – First area of guest contact – A sales position – Telephone skills – Central Reservations System (CRS)
  5. 5. Reservations – Duties and Functions• Maintain a professional appearance• Master hotel information• Answer phones• Handling reservations: Telephone, Email, Letter, Fax, In Person, Computer• Handling changes on reservations• Processing special requests/preferences• Regret over bookings• Standard form letters / sending faxes/emails• Processing travel agency bookings• Dealing with deposit, vouchers and rebates• Interpret room inventory control log• Check and review all next day reservations• Processing hotel special rates and packages plans• Routing instructions• Handling VIP reservations
  6. 6. Concierge &Uniformed Service
  7. 7. Guest Services Uniformed Service• Uniformed Service… – Bell Captain or Guest Services Manager – Door attendants • Hotel’s unofficial greeters • Luggage – Bell persons • Escort guests to their rooms
  8. 8. Concierge• Concierge… – Part of guest/uniformed services – Elevate properties marketable value – Typically in a luxury hotel – Unique requests – Knowledge of city – Several languages preferred
  9. 9. Concierge – Duties and Functions• Maintain a professional appearance• Master hotel information• Remain aware of current and new developments• Attend to VIP guests• Respond to guest complaints• Know city information• Make dinner reservations and give directions• Understand hotel safety and security features• Coordinate babysitters• Answer phones
  10. 10. Duties of a Guest 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
  11. 11. Night Auditor• Night Auditor… – Closes the books on a daily basis – Posts charges – Balances guest accounts – Completes daily report
  12. 12. Uniformed Services – Duties and Functions• Maintain a professional appearance• Master hotel information• Answer phones• Greet the guest• Room the guest• Stand at post with excellent appearance• Handle and store luggage• Answer guest inquiries• Assist guest Check-Out• Understands actions taken during emergency• Maintain teamwork• Handle master key• Know local restaurants, tourist attractions• Maintain front of the hotel• Control traffic• Raise, lower flags• Deliver amenity and give-aways• Deliver newspaper/messages
  13. 13. Reception
  14. 14. Reception – Duties and Functions • Maintain a professional appearance • Master hotel information • Answer phones • Review correspondence daily • Ensures Reception is aware of special billing arrangements • Clarifies and checks group information prior to arrivals • Review and prepare group bill after departures • Checks that room counts are accurate • Ensure all Housekeeping information is correct • Checks on departures, stay-overs, extra departures, VIP arrivals and special requirements • Checks accuracy of guest folios • Control stock inventory • Ensure that Reception and Reservations staff are fully aware of rates, programs and special promotions • Prepares input for room operation forecast: budget and outlook • Attends and holds meetings: Operation, Departmental, etc
  15. 15. Reception (Cont...)• Maintains contacts with other hotels• Interprets and communicates company policy• Monitors general development of hotel business and advises senior management of any change trends• Carries out departmental induction and training for all new and existing staff• Interviews for selection and appraisal• Carries out disciplinary interviews• Holds problem solving meetings and monitors morale• Prepares time sheets• Prepares duty schedules• Prepares holiday and vacation schedules• Ensures that the following procedures are understood: o Fire and safety o Bomb threat o Power failure o Medical o Death o Contingency plan
  16. 16. Reception (Cont...)• Handles overbooking situation• Coordinate Out-Of-Order rooms• Routing instructions: groups and individuals• Handling blocking requests and group arrivals• Handling: o Pre-registered guests o Walks-ins o Day-use reservations o Upgrades o Rebates• Room allocation• Processing arrivals (check in)• Processing departures (check out)• Handling room and rate changes• Dealing with special requests• Handling guest mail and messages• Handling hotel package plans• Handling travel agency booking• Dealing with handicapped guests
  17. 17. Reception (Cont...)• Dealing with housekeeper’s reports• Handling turn-aways• Preparing night clerks’ report• Checking next day reservations• Handling complaints• Up-selling situations• VIP procedures• Manage room type• Safety-box procedures• Control Reception files• Handling all postings: Banquets, F & B, Health Club, Business Center, etc• Routing instructions• Conduct room inspection
  18. 18. Telephone /Communication
  19. 19. Telephone – Duties and Function • Maintain a professional appearance • Master hotel information • Answering incoming calls • Answering in-house calls • Routing calls to departments and guests • Making local and long distance calls • Control and monitor telephone system • Handling Wake-Up calls requests • Taking and delivering messages/faxes • Operating bleep system • Emergency procedures: o Fire and safety o Bomb threat o Power failure o Medical o Contingency plan • Handle guest complaint calls
  20. 20. Housekeeping
  21. 21. Housekeeping – Duties and Functions• Maintain a professional appearance• Master hotel information• Answer phones• Greet the guest• Preparing maid’s cart• Preparing for entering a room• Making beds• Cleaning and arranging tables and drawers• Cleaning windows and mirrors• Cleaning and arranging washbasins• Cleaning bath and shower• Cleaning floor and walls (bathroom)• Cleaning doors• Setting out bathroom (towels, etc)• Vacuuming• Cleaning wardrobes• Filling guest notecase• Conduct light pressing and mending• Shine shoes
  22. 22. Housekeeping (Cont...)• Deliver turn-down service• Inspect coffee/tea tray facilities• Checks fax machines in all suites• Emergency procedures: o Fire and safety o Bomb threat o Power failure o Medical o Contingency plan• Reporting faults• Key procedures• Maid’s room report• Checking maids in and key procedures• Allocating work• Inspecting rooms check-out• Inspecting room served• Preparing maintenance orders• Preparing housekeepers’ reports• Issuing store• Dealing with lost property• Carrying out VIP room checks• Carrying out appraisal interviews
  23. 23. Laundry /Dry Cleaning /Valet / Linen
  24. 24. Contract Laundry Service• Contract Laundry… – Advantages • No maintenance costs for equipment • No labor costs for training/staffing • Lower overhead costs of energy/water • Fixed projected expense
  25. 25. Laundry.... – Duties and Functions• Maintain a professional appearance• Master hotel information• Answer phones• Repairing and maintaining linen• Issuing new linen• Writing off linen• Issue of new and clean uniforms• Withdrawing uniforms• Cleaning of soft furnishing• Checking on deliveries• Distribution of linen• Counting and checking dirty linen• Re-making damaged linen for re-use• Quality inspection of laundry• Stock-taking• Quality inspection of in-use linen and uniforms• Preventing hoarding• Using washing machines• Using dry cleaning machines• Using Processing machines• Folding Laundered linen• Interviewing for selection
  26. 26. Security
  27. 27. Security and Loss Prevention• Providing guest safety and loss prevention… • Security officers • Equipment • Keys • Safety procedures • Identification procedures • ADA compliance
  28. 28. Security – Duties and Functions • Maintain a professional appearance • Master hotel information • Answer phones • Maintain key control • Understand and respond to alarm devices • Maintain hotel safety & security • Maintain departmental security and loss control • Handle emergencies • Administer first aid • Patrol hotel property • Write reports • Keep records • Promote guest and employees relations • Knowledge of legal terminology • Check package passes
  29. 29. Trends in Hotel/Rooms Division• 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

×