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Organisation Of Departments
The document lists the departments and teachers at Hamilton Grammar school. It includes Mr McGowan, Mr Stewart, Mr Livingstone, Ms McCauley, Mrs Haldane, Mr Crawford, and Mr Goring who teaches Performing Arts. It also briefly defines the words authority, responsibility, and representative. Finally, it discusses the importance of trust within a team and having team members who can work well together and support each other.
Top 8 hotel operations manager resume samples
This document provides resources for hotel operations managers seeking jobs or career advancement. It lists resume samples, cover letter examples, interview questions and answers, and tips for writing resumes, job interviews, thank you letters and career development. Links are provided to these materials on the resume123.org website. The document also identifies related career fields and job title levels that could benefit from the listed resume examples and interview resources.
Company Profile Swiss Hotel & Resort Consulting
Swiss Hotel & Resort Consulting GmbH provides hospitality consulting services. They have expertise in hotel real estate, operations, and development gained from senior industry experience. Their services include feasibility studies, concept development, operator selection, project management, and asset management to help investors, developers, and operators succeed.
Theories of selling
The document discusses several theories of selling:
1. AIDAS theory which describes 5 stages a prospect goes through - Attention, Interest, Desire, Action, and Satisfaction. The sales presentation must guide the prospect through each stage.
2. "Right Set of Circumstances" theory which proposes that everything must be right for a sale, focusing on external rather than internal factors.
3. Buying Formula theory which emphasizes understanding the buyer's needs and finding solutions, viewing the buying process as a sequence of psychological responses.
4. Behavioral Equation theory which views buying behavior as a learning process influenced by drives, cues, responses, and reinforcement.
Operation Manager, Budget Hotel Manager, resort Manager
Dear Sir/ Madam,
Greetings..!!
I have been working in the Hotel industry in the position of a Resident Manager.
I have done my Diploma in Hotel Management from Srinivas College of Hotel Management from (Karnataka).
I have a total experience of 14 years in the Hotel industry and Presently working with Pacific Hotel as a Resident Manger, Gurgaon.
My job responsibility includes managing all the operations of the hotel and ensuring that the staff is carrying out their duties efficiently so that the customers are satisfied.
I believe that my work experience will be a benefit for your esteemed organization.
UNIT 6: ROOMS DIVISION OPERATIONS MANAGEMENT
LO1 Understand services provided by the rooms division in diverse contexts
Accommodation services: roles and responsibilities; housekeeping; maintenance; working procedures; control mechanisms; decoration and furnishings; refurbishment; accommodation environment and occupancy; guest services and supplies; linen services and laundry; cleaning services; environmental issues; health, safety and security; documentation and records Front office services: roles and responsibilities; reception; advanced reservations; concierge; administration; working procedures; control mechanisms; interior design; first impressions; guest records; the guest cycle; occupancy rates and monitoring; selling and promotion; tariffs and discounting; billing; point of sale (POS); payment procedures; cash control and reconciliation; security Legal and statutory requirements: health and safety; hazardous substances; protective clothing; consumer law; price tariff and display; data protection; immigration (hotel records); diplomatic privileges Diverse contexts: hospitality businesses; at least three examples eg hotel, restaurant with rooms, university campus
How to train your hotel staff to attend to guests?
To effectively train hotel staff to attend to guests, management must ensure that all employees receive formal training on customer service skills and learn to deliver a consistent experience. Communication, body language, clear department expectations, and ongoing training are key aspects to focus on. Employees should be thoroughly trained through interactive simulations to properly handle interactions with guests and address their needs. Regular refresher courses are also important to reinforce best practices for attending to guests.
Pricing and Revenue Management
Revenue Management is the application of disciplined analytics that predict consumer behavior at the micro-market level and optimize product availability and price to maximize revenue growth. The primary aim of Revenue Management is selling the right product to the right customer at the right time for the right price and with the right pack. The essence of this discipline is in understanding customers' perception of product value and accurately aligning product prices, placement and availability with each customer segment
Recommended
Organisation Of Departments
The document lists the departments and teachers at Hamilton Grammar school. It includes Mr McGowan, Mr Stewart, Mr Livingstone, Ms McCauley, Mrs Haldane, Mr Crawford, and Mr Goring who teaches Performing Arts. It also briefly defines the words authority, responsibility, and representative. Finally, it discusses the importance of trust within a team and having team members who can work well together and support each other.
Top 8 hotel operations manager resume samples
This document provides resources for hotel operations managers seeking jobs or career advancement. It lists resume samples, cover letter examples, interview questions and answers, and tips for writing resumes, job interviews, thank you letters and career development. Links are provided to these materials on the resume123.org website. The document also identifies related career fields and job title levels that could benefit from the listed resume examples and interview resources.
Company Profile Swiss Hotel & Resort Consulting
Swiss Hotel & Resort Consulting GmbH provides hospitality consulting services. They have expertise in hotel real estate, operations, and development gained from senior industry experience. Their services include feasibility studies, concept development, operator selection, project management, and asset management to help investors, developers, and operators succeed.
Theories of selling
The document discusses several theories of selling:
1. AIDAS theory which describes 5 stages a prospect goes through - Attention, Interest, Desire, Action, and Satisfaction. The sales presentation must guide the prospect through each stage.
2. "Right Set of Circumstances" theory which proposes that everything must be right for a sale, focusing on external rather than internal factors.
3. Buying Formula theory which emphasizes understanding the buyer's needs and finding solutions, viewing the buying process as a sequence of psychological responses.
4. Behavioral Equation theory which views buying behavior as a learning process influenced by drives, cues, responses, and reinforcement.
Operation Manager, Budget Hotel Manager, resort Manager
Dear Sir/ Madam,
Greetings..!!
I have been working in the Hotel industry in the position of a Resident Manager.
I have done my Diploma in Hotel Management from Srinivas College of Hotel Management from (Karnataka).
I have a total experience of 14 years in the Hotel industry and Presently working with Pacific Hotel as a Resident Manger, Gurgaon.
My job responsibility includes managing all the operations of the hotel and ensuring that the staff is carrying out their duties efficiently so that the customers are satisfied.
I believe that my work experience will be a benefit for your esteemed organization.
UNIT 6: ROOMS DIVISION OPERATIONS MANAGEMENT
LO1 Understand services provided by the rooms division in diverse contexts
Accommodation services: roles and responsibilities; housekeeping; maintenance; working procedures; control mechanisms; decoration and furnishings; refurbishment; accommodation environment and occupancy; guest services and supplies; linen services and laundry; cleaning services; environmental issues; health, safety and security; documentation and records Front office services: roles and responsibilities; reception; advanced reservations; concierge; administration; working procedures; control mechanisms; interior design; first impressions; guest records; the guest cycle; occupancy rates and monitoring; selling and promotion; tariffs and discounting; billing; point of sale (POS); payment procedures; cash control and reconciliation; security Legal and statutory requirements: health and safety; hazardous substances; protective clothing; consumer law; price tariff and display; data protection; immigration (hotel records); diplomatic privileges Diverse contexts: hospitality businesses; at least three examples eg hotel, restaurant with rooms, university campus
How to train your hotel staff to attend to guests?
To effectively train hotel staff to attend to guests, management must ensure that all employees receive formal training on customer service skills and learn to deliver a consistent experience. Communication, body language, clear department expectations, and ongoing training are key aspects to focus on. Employees should be thoroughly trained through interactive simulations to properly handle interactions with guests and address their needs. Regular refresher courses are also important to reinforce best practices for attending to guests.
Pricing and Revenue Management
Revenue Management is the application of disciplined analytics that predict consumer behavior at the micro-market level and optimize product availability and price to maximize revenue growth. The primary aim of Revenue Management is selling the right product to the right customer at the right time for the right price and with the right pack. The essence of this discipline is in understanding customers' perception of product value and accurately aligning product prices, placement and availability with each customer segment
How to increase the revenues of the hotel with Revenue management?
This document provides an overview of revenue management strategies and techniques that hotels can use to increase revenues. It begins with defining revenue management as optimizing net revenues through offering the right product to the right customers via the right distribution channel at the right time and price. It then covers economic fundamentals, the revenue management process, key metrics, tools like price discrimination and overbooking, channel management, software, and ethical considerations. The goal is to educate on how hotels can systematically use revenue management to maximize profits.
PRE-OPENING OPERATIONS
The document outlines preparations for the pre-opening of the Qalaalti Hotel & SPA. It discusses tasks across various departments including IT, human resources, housekeeping, food and beverage, technical services, front office, security, and sales/marketing. Key areas of focus include staff training, ordering supplies and equipment, developing systems and manuals, and implementing reservation and revenue management processes.
Important aspects of Training in hotel industry
This is a presentation related to training in Hotel Industry. the challenges involved in it and the parameters to be considered for training in hotel industry.
Reservation modes
The document discusses key aspects of hotel reservations including types of reservations, the reservation process, sources of reservations like central reservation systems, and important reservation reports and records. It covers topics like taking reservations inquiries, creating reservation records, managing availability, handling guaranteed vs non-guaranteed reservations, group reservations, and the functions of confirmation letters and reservation numbers. Key reservation management reports are identified as the reservation transactions report, commissions agent report, turnaway report, and revenue forecast report.
Training hotel
The document provides guidance on achieving quality service in hospitality. It emphasizes the importance of exceeding customer expectations and satisfaction. It lists key aspects of quality service such as ensuring travel and accommodation needs are met, maintaining clean and comfortable facilities, providing friendly and efficient service, and addressing any customer requests or issues promptly. Regular staff training, monitoring, and incentives are also recommended to continuously improve service quality.
How to manage hotel operations effectively
Baucis Boutique Hotel implemented Hotelogix's cloud-based property management system to integrate all hotel departments and operations, offer online booking capabilities, and provide remote access to management information systems. This allowed the hotel to increase online reservations by 20% and save costs on IT infrastructure and support. The simple, cost-effective system was up and running within a week and empowered the small, family-run hotel to compete effectively in the competitive Buenos Aires market.
Chapter 7: Security & the Lodging Industry
The document discusses security in the lodging industry, including the importance of security programs, key elements of an effective security program, and procedures that hotels and staff should follow. It emphasizes the critical role of access control, surveillance, emergency preparedness, communication of security policies to employees, and maintaining security records. The overall message is that hotels must implement comprehensive security measures and train employees on security protocols to protect guests, employees, and property.
Chapter 1 rooms division edited
The document discusses the key departments in hotel rooms division - front office and housekeeping. It describes the roles and responsibilities of the rooms division manager in overseeing these departments. It provides details on the functions and sub-units of the front office as well as the roles and personnel in the housekeeping department. It also discusses maintenance, safety/security resources and the engineering department.
Introduction to Revenue Management
This document provides an introduction to revenue management. It discusses the history of revenue management in industries like airlines, car rentals, and hotels. It defines common terms like selling the right product to the right customer at the right time and price. It also discusses what revenue management is and is not, such as it is about maximizing revenue through business mix decisions rather than finance or reservations. The document shows how a hotel can optimize its business mix across customer segments to improve profits and cites a study finding hotels with revenue managers earn 4% more revenue on average. It encourages hiring a dedicated revenue manager to boost a hotel's bottom line.
Theories of Selling
Theories of Selling
1. AIDAS” theory
2.“Right set of circumstances” theory
3.“Buying-formula” theory
4.“Behavioural equation” theory
Securing Attention
Gaining Interest
Inducing Actions:
J.A Howard
Non-triggering cues
Triggering cues:
Informational cues
A Reinforcement
Specific product information cues
Selling Theories.
The document discusses four theories of selling:
1. AIDAS theory focuses on securing attention, gaining interest, inducing desire, inducing action, and building satisfaction.
2. "Right set of circumstances" theory emphasizes that the salesperson must control the selling situation by handling external factors like themselves and remarks, as well as internal factors about the prospect.
3. "Buying formula" theory focuses on the buyer's needs and problems, potential solutions, purchase decisions, and satisfaction or dissatisfaction after purchase.
4. "Behavioral equation" theory uses a stimuli-response model to analyze drives, cues, responses, and reinforcement in the buyer's decision process.
Revenue management overview
Paul Rose has over 20 years of experience in revenue management for airlines such as British Airways and Virgin Atlantic. He discusses the history and importance of revenue management in the airline industry. Revenue management was pioneered in the 1970s by major US airlines to maximize profits following deregulation. It involves controlling inventory and prices to sell the right number of seats to the right customers at the optimal price. When implemented correctly, revenue management can increase airline revenues by 3-9%. It is now considered an essential business practice for airlines and other industries with perishable inventory like hotels.
Yield management
This document provides an overview of hotel yield management. It defines yield management as using statistical analysis and market segmentation to maximize revenue from a fixed inventory by differentiating prices and accepting or rejecting reservations. Hotels can benefit from yield management by dividing demand into segments, setting different rates, and using tools like forecasting and controls to allocate inventory optimally over time. The document outlines the basic concepts and components of a hotel yield management system.
Chapter 9: Check-out & Account Settlement
This document summarizes check-out and account settlement procedures in hotels. It discusses the check-out process, methods of payment settlement including cash, credit cards, and direct billing. It also covers topics like late check-outs, express check-out, self check-out, unpaid balances, and account collection procedures. Finally, it discusses how front office staff can use guest history files to support marketing efforts and the importance of protecting guest data privacy.
Types Of Quotas
There are several types of sales quotas that can be used including sales volume, dollar sales volume, unit sales volume, and point sales quotas. Sales volume quotas are the most common and communicate a sales target for a given time period. Budget quotas can also be used to set targets for expenses, gross margins, or net profits. Combination quotas control both selling and non-selling activities by combining different performance metrics into a single measure. When establishing a quota system, management must ensure quotas are accurate, fair, attainable, and accepted by the sales force.
Hotel Training Guide 2015
This document provides a table of contents and descriptions for training programs offered by E Sun Hospitality Consultancy. The trainings cover a range of topics including:
- General hotel core soft skills like conversational skills, writing, communication, and computer skills.
- Hotel management topics such as food and beverage management, hospitality management skills, and statistics.
- Hotel communication essentials like professional skills, conversational English, and corporate communication.
- Other topics include leadership, time management, sales, and specialized courses. Most programs are 1-3 days and cover concepts from the US and other regions to provide innovative solutions for the hospitality industry.
Chapter 12: Planning and Evaluating Operations
The document discusses planning and evaluating front office operations at hotels. It covers topics like establishing room rates, forecasting occupancy, and using formulas and reports to set budgets and evaluate performance. The Hubbart Formula is described as a bottom-up approach used to determine room rates based on desired profits, taxes, fixed costs, variable expenses, and expected room sales. Front office managers must plan, organize, coordinate, lead, control and evaluate all front office functions to achieve the hotel's objectives.
Revenue Management Concept
The document provides an introduction to revenue management (RM), including its history, objectives, applications, and key concepts. It discusses how RM has evolved from yield management in the airline industry to be used across multiple industries. The document also outlines the business conditions that make RM most applicable and beneficial, including demand variability, production inflexibility, and data/technology infrastructure. It provides an overview of the typical components and processes involved in an RM system.
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How to increase the revenues of the hotel with Revenue management?
This document provides an overview of revenue management strategies and techniques that hotels can use to increase revenues. It begins with defining revenue management as optimizing net revenues through offering the right product to the right customers via the right distribution channel at the right time and price. It then covers economic fundamentals, the revenue management process, key metrics, tools like price discrimination and overbooking, channel management, software, and ethical considerations. The goal is to educate on how hotels can systematically use revenue management to maximize profits.
PRE-OPENING OPERATIONS
The document outlines preparations for the pre-opening of the Qalaalti Hotel & SPA. It discusses tasks across various departments including IT, human resources, housekeeping, food and beverage, technical services, front office, security, and sales/marketing. Key areas of focus include staff training, ordering supplies and equipment, developing systems and manuals, and implementing reservation and revenue management processes.
Important aspects of Training in hotel industry
This is a presentation related to training in Hotel Industry. the challenges involved in it and the parameters to be considered for training in hotel industry.
Reservation modes
The document discusses key aspects of hotel reservations including types of reservations, the reservation process, sources of reservations like central reservation systems, and important reservation reports and records. It covers topics like taking reservations inquiries, creating reservation records, managing availability, handling guaranteed vs non-guaranteed reservations, group reservations, and the functions of confirmation letters and reservation numbers. Key reservation management reports are identified as the reservation transactions report, commissions agent report, turnaway report, and revenue forecast report.
Training hotel
The document provides guidance on achieving quality service in hospitality. It emphasizes the importance of exceeding customer expectations and satisfaction. It lists key aspects of quality service such as ensuring travel and accommodation needs are met, maintaining clean and comfortable facilities, providing friendly and efficient service, and addressing any customer requests or issues promptly. Regular staff training, monitoring, and incentives are also recommended to continuously improve service quality.
How to manage hotel operations effectively
Baucis Boutique Hotel implemented Hotelogix's cloud-based property management system to integrate all hotel departments and operations, offer online booking capabilities, and provide remote access to management information systems. This allowed the hotel to increase online reservations by 20% and save costs on IT infrastructure and support. The simple, cost-effective system was up and running within a week and empowered the small, family-run hotel to compete effectively in the competitive Buenos Aires market.
Chapter 7: Security & the Lodging Industry
The document discusses security in the lodging industry, including the importance of security programs, key elements of an effective security program, and procedures that hotels and staff should follow. It emphasizes the critical role of access control, surveillance, emergency preparedness, communication of security policies to employees, and maintaining security records. The overall message is that hotels must implement comprehensive security measures and train employees on security protocols to protect guests, employees, and property.
Chapter 1 rooms division edited
The document discusses the key departments in hotel rooms division - front office and housekeeping. It describes the roles and responsibilities of the rooms division manager in overseeing these departments. It provides details on the functions and sub-units of the front office as well as the roles and personnel in the housekeeping department. It also discusses maintenance, safety/security resources and the engineering department.
Introduction to Revenue Management
This document provides an introduction to revenue management. It discusses the history of revenue management in industries like airlines, car rentals, and hotels. It defines common terms like selling the right product to the right customer at the right time and price. It also discusses what revenue management is and is not, such as it is about maximizing revenue through business mix decisions rather than finance or reservations. The document shows how a hotel can optimize its business mix across customer segments to improve profits and cites a study finding hotels with revenue managers earn 4% more revenue on average. It encourages hiring a dedicated revenue manager to boost a hotel's bottom line.
Theories of Selling
Theories of Selling
1. AIDAS” theory
2.“Right set of circumstances” theory
3.“Buying-formula” theory
4.“Behavioural equation” theory
Securing Attention
Gaining Interest
Inducing Actions:
J.A Howard
Non-triggering cues
Triggering cues:
Informational cues
A Reinforcement
Specific product information cues
Selling Theories.
The document discusses four theories of selling:
1. AIDAS theory focuses on securing attention, gaining interest, inducing desire, inducing action, and building satisfaction.
2. "Right set of circumstances" theory emphasizes that the salesperson must control the selling situation by handling external factors like themselves and remarks, as well as internal factors about the prospect.
3. "Buying formula" theory focuses on the buyer's needs and problems, potential solutions, purchase decisions, and satisfaction or dissatisfaction after purchase.
4. "Behavioral equation" theory uses a stimuli-response model to analyze drives, cues, responses, and reinforcement in the buyer's decision process.
Revenue management overview
Paul Rose has over 20 years of experience in revenue management for airlines such as British Airways and Virgin Atlantic. He discusses the history and importance of revenue management in the airline industry. Revenue management was pioneered in the 1970s by major US airlines to maximize profits following deregulation. It involves controlling inventory and prices to sell the right number of seats to the right customers at the optimal price. When implemented correctly, revenue management can increase airline revenues by 3-9%. It is now considered an essential business practice for airlines and other industries with perishable inventory like hotels.
Yield management
This document provides an overview of hotel yield management. It defines yield management as using statistical analysis and market segmentation to maximize revenue from a fixed inventory by differentiating prices and accepting or rejecting reservations. Hotels can benefit from yield management by dividing demand into segments, setting different rates, and using tools like forecasting and controls to allocate inventory optimally over time. The document outlines the basic concepts and components of a hotel yield management system.
Chapter 9: Check-out & Account Settlement
This document summarizes check-out and account settlement procedures in hotels. It discusses the check-out process, methods of payment settlement including cash, credit cards, and direct billing. It also covers topics like late check-outs, express check-out, self check-out, unpaid balances, and account collection procedures. Finally, it discusses how front office staff can use guest history files to support marketing efforts and the importance of protecting guest data privacy.
Types Of Quotas
There are several types of sales quotas that can be used including sales volume, dollar sales volume, unit sales volume, and point sales quotas. Sales volume quotas are the most common and communicate a sales target for a given time period. Budget quotas can also be used to set targets for expenses, gross margins, or net profits. Combination quotas control both selling and non-selling activities by combining different performance metrics into a single measure. When establishing a quota system, management must ensure quotas are accurate, fair, attainable, and accepted by the sales force.
Hotel Training Guide 2015
This document provides a table of contents and descriptions for training programs offered by E Sun Hospitality Consultancy. The trainings cover a range of topics including:
- General hotel core soft skills like conversational skills, writing, communication, and computer skills.
- Hotel management topics such as food and beverage management, hospitality management skills, and statistics.
- Hotel communication essentials like professional skills, conversational English, and corporate communication.
- Other topics include leadership, time management, sales, and specialized courses. Most programs are 1-3 days and cover concepts from the US and other regions to provide innovative solutions for the hospitality industry.
Chapter 12: Planning and Evaluating Operations
The document discusses planning and evaluating front office operations at hotels. It covers topics like establishing room rates, forecasting occupancy, and using formulas and reports to set budgets and evaluate performance. The Hubbart Formula is described as a bottom-up approach used to determine room rates based on desired profits, taxes, fixed costs, variable expenses, and expected room sales. Front office managers must plan, organize, coordinate, lead, control and evaluate all front office functions to achieve the hotel's objectives.
Revenue Management Concept
The document provides an introduction to revenue management (RM), including its history, objectives, applications, and key concepts. It discusses how RM has evolved from yield management in the airline industry to be used across multiple industries. The document also outlines the business conditions that make RM most applicable and beneficial, including demand variability, production inflexibility, and data/technology infrastructure. It provides an overview of the typical components and processes involved in an RM system.
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How to increase the revenues of the hotel with Revenue management?
How to increase the revenues of the hotel with Revenue management?