Hospitality Management

1. Introduction to Hotel Rooms Division

2. After studying this section you
will be able to:
1)Discuss what rooms division
is;
2) Enumerate and explain the
areas of the rooms division
and
3) Discuss the functions of a
room division manager

3. The Rooms Division

4. Rooms Division
 The Room Division is
composed of departments and
functions, which play essential
roles in providing the service
guests expect during a hotel
stay.
 It is the area that is most
responsible to the hotel’s main
product
“the sleeping rooms”

5. Areas of the
Rooms Division

6.  Front Office
 Reservation
 Housekeeping
 Night Audit
 Loss Prevention
Security
Department

7. Front Office
 Nerve center of hotel
operation
 Guests makes first contact
with Front office Department
 First Place that can make
guest develop an impression
about the level of service
standard facilities.
 Usually generates the greatest
amount of revenue through
room sales

8. Front Office is
composed of
two areas:
1. Front Desk
2. Uniform
Services
The front desk
and the
uniform
services who
reports
directly to the
Front Office
Manager

9. 1) Front Desk
The First and is often last points of
contact with a hotel guest
This is also called as the “hub” or
command center” of the rooms division
because so much information is
funneled through it.
The following are some of the functions
and activities of the front desk.
1) Check in the guest on arrival
2) Processes guest’s financial
transactions
3) Organize services during a guest’s stay
4) Perform guest’s check out

10. 2) Uniform Services
 Sometimes referred
to as guest services,
this section
encompasses the areas
within the front office
other than that of the
front desk.

11. The Following are the
areas within this
section:

12. PBX- Private Branch
Exchange
is a telephone system within
an enterprise that switches
calls between enterprise
users on local lines while
allowing all users to share a
certain number of external
phone lines.
Manages the
communications into and out
of the hotel

13. 2) Bell stand/Bell Boy
Assists guests to and from
their rooms
is a porter or person in
hotels who assists customers
with their luggage and with
other basic errands and
tasks. A person who takes
your luggage up to your
room in a hotel is an
example of a bellboy.

14. Valet
Parking/Garage
Manages the
guests’
automobiles

15. Concierge
Serves as the guests’ liaison
with both hotel and non hotel
services
1. Making reservations for
dining in famous restaurant
2. Personal helper of VIP
3. Provide latest information
of events
4. Arranging tours, limousines
and entertainment ticket.

16. Doorperson
Assists guests
upon entering
the hotel
premises.

17. Back Office
 This is actually located
directly behind the front
office together with the
reservations department
 The staffs under back
office are responsible in
liaising with guests by
other means that the front
office is doing, like over the
phone or written
communication.

18. The following are some of the tasks of the
back office section:
1. Reservation (booking and maintenance)
2. Guest correspondence
3. Generation of Reports
4. Receiving calls
5. Transferring calls to the right
department/person

19. Reservation
 This is also called as
transient room sales
 A potential guest
contacts a hotel for
availability of the
desired type of
accommodation and
any allied services
that the hotel offers.

20. Housekeeping
This is in charge of keeping
the hotel premises always
clean in order and is
acceptable to the taste of
discriminating guest.
 This is very important in
rooms division since they are
the one directly connecting
with the front office and
ensuring that the hotel’s main
product, the rooms are ready
for sale

21. The Night Audit
 Led by the Night Audit
Manager and supported by
anywhere from two to five
auditors , this is the
department/ area that
reconciles the hotel’s daily
financial transactions and
other activities for reporting
purposes.

22. The Loss
Prevention/Security
Department
The main task of this is
the safety and security
of the hotel guests and
of course, the
employees

23. The Rooms Division
Manager

24. Rooms Division Manager was called
before as the Resident Manager of a
hotel.
Below are some of the Functions of
the Rooms Division Manager:
1. Manages areas of the hotel rooms
division
2. Supervise employees engaged in
the operation of the front areas of
the hotel.

25. Below are some of the
Functions of the Rooms
Division Manager:
3. Ensure proper staffing,
purchasing, and budgeting
4. Maintain open
communications with other
divisions and within his
division

26. Below are some of the
Functions of the Rooms
Division Manager:
5. Monitor availability
controls
6. Develop monthly
plans.

27. Department Heads
of the Rooms
Division

28. Front Office Manager
 Department Head and
responsible for a large
portion of the most visible
aspects of a hotel’s daily
operations.
 Oversees the functions and
performances of the front
desk and the uniform
services

29. Under the Front Office
Manager are the following:

30. Front Desk Manager
 Responsible for the daily
operation of the front
desk and closely
communicate with
housekeeping
Front Desk Supervisor
 Ensures quality and
efficiency of the front
office activities while
supervising the works of
the front desk staff.

31. Front Desk Agent
 Ensures efficient guest
check in and check out
Bell Captain
 Directs and Supervises the
bell staff
Bell Staff
 Assists guests to the front
desk, to their rooms and
out of their rooms
(checkout)

32. Doorperson
 Greet and assists guests
arriving at the hotel.
Valet Supervisor
 Also called as Garage
Supervisor; supervises the
valet parking and parking
garage staff.
Parking Attendant
 Park, care and retrieve
guest’s vehicle.

33. PBX Supervisor
 Closely monitors the hotel
switchboard and his/her
staffs
PBX Operator
 Ensures smooth flow of
internal and external hotel
communications
Concierge Manager
 Monitor and manage staff in
provision of assistance to
guests with any request.

34. Director of Services
This department head can be
viewed as the “behind the
scenes”
This is a vital role that
interaction with the front
office manager is significant
for a smooth flow of hotel
operations

35. The Following shows the
people reporting to the
Director of Services

36. Executive Housekeeper
 Responsible for the daily operation
of the housekeeping department
and closely coordinate with the
front desk
Assistant Executive Housekeeper
 Ensures quality and efficiency of
housekeeping activities (guest
rooms cleaned and other areas to
be maintained) while supervising
the works of the housekeeping
staffs.

37. Senior
Housekeeper
Ensures standards
of cleanliness are
maintained and
work closely with
housekeepers.

38. Room
Attendants
Clean and
prepare guest
rooms.

39. House persons
Assists room
attendants through
provision of
supplies such as
linens, towels and
amenities.

40. Laundry Manager
Responsible in
supervising,
monitoring and
managing the
internal laundry
operation of the
hotel.

41. Linen Attendant
Monitor and
ensure that there
is adequate
supply of linen
and towels.

42. Tailor/Seamstres
s
Ensures that
employee
uniforms are
properly
coordinated with
and repair linens
when needed.