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14099673 Hotel Room Division
This document provides an overview of the hotel rooms division and operations. It discusses the roles of key rooms division positions like the front office manager, guest service agents, and night auditor. It also summarizes important rooms division concepts such as room status codes, the night audit process, and property management systems. Finally, it briefly outlines trends in the hotel rooms division around increasing diversity, technology usage, and sustainability practices.
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14099673 Hotel Room Division
- 1. Bali Hospitality ProfessionalService Drs. Agustinus Agus Purwanto, MM Senior Consultant Jl. Tukad Batanghari VIII/7A Denpasar – Bali – Indonesia E-mail: agustinus.aguspurwanto@ehotelier.com Web: www.linkedin.com/in/aguspurwanto
- 2. Hotel Organization Hotel andRooms Division Operation
- 3. Functions of aHotel Functions… – Lodging accommodations – Revenue centers – Cost centers – Serve and enrich society – Profit for the owners
- 4. General Manager General Manager… – Chief Operating Officer (COO) – Relating to guests and employees
- 5. General Manager Manager (cont.)… – Overseeing and coordinating operations – Increasing profitability
- 6. Qualities of Successful Managers Qualities of Success… – Leadership – Attention to detail – Follow through – People skills – Patience – Ability to delegate effectively
- 7. The Executive Committee Executive Committee… – General Manager – Director of Human Resources – Director of Food and Beverage – Director of Rooms Division – Director of Marketing and Sales – Director of Engineering – Director of Accounting
- 8. Rooms Division Rooms Division… – Front Office – Reservations – Housekeeping – Concierge – Guest services – Security – Communications
- 9. Front Office Manager (FOM) FOM… – Enhance guest services – Sample of duties performed by FOM daily Review previous night’s occupancy/ADR Review arrivals/departures/VIP rooms Staffing adjustments/scheduling Look over Market Mix Meet with lead GSA’s
- 10. Basic Functions ofthe Front Office Front Office… – Sell rooms – Maintain balanced guest accounts – Offer services such as faxes, mail, messages, etc.
- 11. Room Status Codes Codes… – VR - Vacant and Ready – VC - Vacant and Clean – VD - Vacant and Dirty – OR - Occupied and Ready – OC - Occupied and Clean
- 12. Room Status Codes Codes (cont.)… – OD - Occupied and Dirty – CO - Check-Out – OO - Out of Order – DND - Do Not Disturb – V/O or O/V - Status Unclear
- 13. Duties of a GuestService 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
- 14. Night Auditor Night Auditor… – Closes the books on a daily basis – Posts charges – Balances guest accounts – Completes daily report
- 15. Night Audit Processin Simple Terms Terms… – ADD Yesterday’s closing balance of accounts owed by guests – LESS Payments received today against accounts
- 16. Night Audit Processin Simple Terms Terms (cont.)… – PLUS All charges made today to guests’ account – EQUALS Day’s closing balance of accounts owed by guest
- 17. Different Room Rates Room Rates… – Rack rate – Corporate – Government – Entertainment cards – AAA – Group rates – AARP
- 18. Key Operating Ratios forDaily Report
- 19. Hotel Occupancy Statistics Occupancy Statistics… – Percentage of occupancy = Rooms Occupied Total Rooms Available
- 20. Hotel Occupancy Statistics Occupancy Statistics (cont.)… – Double/Multiple Occupancy Percentage = Total # of Guests - # of Rooms Occupied # of Double Occupied Rooms
- 21. Hotel Revenue Statistics Revenue Statistics… – Average Daily Room Rate (ADR) = Total Rooms Revenue Total Number of Rooms Sold
- 22. Property Management Systems (PMS) PMS… – Computer-based applications Reservations management Rooms management Guest account management General management
- 23. Yield Management Yield Management … – Increases room revenue by using demand-forecasting technique – Based on the economics of supply and demand – Pricing is based on Trends of demand Type of room to be occupied
- 24. Reservations Reservations… – First area of guest contact – A sales position – Telephone skills – Central Reservations System (CRS)
- 25. Reservation Definitions Definitions… – Confirmed reservation – Guaranteed reservation – Advance deposit/advance payment – No show – 6 pm reservation
- 26. Communications or PBX PBX… – Public Branch Exchange – Profit center – Includes many types of communication Faxes Messages Pagers and radios Emergency center
- 27. 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
- 28. Concierge Concierge… – Part of guest/uniformed services – Elevate properties marketable value – Typically in a luxury hotel
- 29. Concierge Concierge (cont.)… – Unique requests – Knowledge of city – Several languages preferred
- 30. Housekeeping Housekeeping… – Largest department in terms of people – Executive Housekeeper – Cleanliness is the key to success
- 31. Duties of theExecutive Housekeeper Executive Housekeeper Duties… – Leadership of people, equipment, and supplies – Cleanliness and servicing the guest rooms and public areas – Operating the department according to financial guidelines – Keeping records
- 32. Breaking the House Down Breaking Down… – Assignment of sections for cleaning – SC - Checks out that day – SS – Stay-over – XX - Out of order – Based on standard of rooms cleaned per day by each housekeeper
- 33. Other Duties of Housekeeping Duties… – Turndown service – Hotel laundry – Laundry and dry cleaning for guests – General hotel cleaning – Linen room
- 34. In-House Laundry In-House Laundry … – Advantages 24 hour anytime laundry service for guests Smaller par-stock of linen Full control over quality of laundered linen
- 35. 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
- 36. Security and Loss Prevention Providing guest safety and loss prevention… Security officers Equipment Keys Safety procedures Identification procedures ADA compliance
- 37. 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