Pertemuan 7dan 8
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This document discusses the rooms department in hotels. It covers the front office and housekeeping sections. The front office is responsible for guest services like check-ins and reservations. Housekeeping keeps the rooms and common areas clean. Together they coordinate tasks like room status updates and inspection reports. The document outlines the roles of positions in each section like the front office manager and executive housekeeper.
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Pertemuan 7dan 8
- 1. Mata Kuliah : Pengantar Perhotelan Tahun : 2013 Pertemuan : 7 dan 8 Rooms Departement
- 2. Topics • Front office • House Keeping
- 3. 3 Learning Objectives • To identify different job identity and job task in Rooms Departments • To relate sections in Rooms Department with other departments.
- 4. 4 Rooms department • Rooms dept. incharge of every single room in a hotel. • Head of the department is a Room Division Director or Resident Manager. • He/she supervise two sections: – Front Office headed by Front Office Manager (FOM) – Housekeeping headed by Executive Housekeeper.
- 5. 5 Division in Room Department • Front Office – ‘Shop window or etalase’ : a whole impression of the services and facilities – First and last connection area – Make a direct and indirect contact with guest’s departure and arrivals – Create a reputation and image of hotel • House Keeping – Provide a comfortable hotel environment – Incharge of the cleanliness and purity of rooms, common area, lobby, corridors and hotel facilities ie.garden, swimming pool, restroom, etc.
- 6. 6 Organisation Chart Director of Rooms Front Office Manager Executive Housekeeper
- 7. Struktur Departemen Kamar Guest Relation Reservation Front Desk Receptionist Registrationist Front Desk Agent FO Cashier Night Auditor Mail & Information Telephone Operator DIrector of Rooms Chief Concierge/Bell Captain Vallet Service Concierge/Doorkeeper Bellboy/Bellmen/Porter Page girl Doormen Front Office Mgr Floor Captain Housekeeping Attendant Roomboy/Roommaid Head Houseman/Public Area House Attendant Public Area Attendant Chief Linen & Uniform Linen Attendant Storeroom Clerk Seamstress Chief Laundry Sorter/Marker Checker Washer Dry Cleaner Ironer/Presser Ordertaker Chief Gardener Gardener Florist Chief Swimming Pool Pool Attendant Rescuer Executive Housekeeping
- 8. FO Division FO Manager Guest Relation Officer* Reservation Officer Operator Mail & Information Officer Front Desk Clerk Bell Captain Receptionist Registrationist FO Cashier* Night Auditor* Front Desk Agent* Vallet service Doorkeeper – Doorman Bellboy – Bellmen – Porter – Bellhop Page girl Concierge* * Work in & report to different section Bina Nusantara University 8
- 9. Istilah-Istilah Status Kamar • Occupied • Complimentary (kamar sudah ditempati tapi tidak ada tagihan kamar) • Stay Over (tamu belum meninggalkan hotel dan akan extend) • On-charge (tamu check-in tapi belum dibersihkan) • Do not Disturb • Sleep Out • Skipper • Vacant Ready/Vacant Clean • Out of Order • House Use • Lock Out • Day Use : penggunaan kamar < 24 jam • Late Check Out
- 10. 10 Front Office Manager Task Specification
- 11. 11 Guest Relation Office Task Specification
- 12. 12 Operator Task Specification
- 13. 13 Receptionist Task Specification
- 14. 14 Registrationist Task Specification
- 15. 15 FO Cashier Task Specification
- 16. 16 Night Auditor Task Specification
- 17. 17 Front Desk Agent Task Specification
- 18. 18 Reservation Officer Task Specification
- 19. 19 Mail & Information Officer Task Specification
- 20. 20 Bell Captain Task Specification
- 21. Bina Nusantara University 21 Vallet service Task Specification
- 22. 22 Doorkeeper – Doorman Task Specification
- 23. 23 Bellboy – Bellmen – Porter – Bellhop Task Specification
- 24. 24 Page girl Task Specification
- 25. 25 Concierge* Task Specification
- 26. HK Division Executive Housekeeper Floor Captain Chief Swimming Pool Roomboy – Roommaid Housekeeping attendant Pool attendant Rescuer Head Houseman Chief Gardener House attendant Public area attendant Gardener Florist Chief Linen & Uniform Chief Laundry Linen Attendant Storeroom clerk Seamstress Ordertaker Sorter – Marker - Checker Washer – Dry Cleaner - Ironer – Presser Bina Nusantara University 26
- 27. 27 Executive Housekeeper Task Specification
- 28. 28 Floor Captain Task Specification
- 29. 29 Room boy – Room maid – Housekeeping attendant Task Specification
- 30. 30 House attendant – Public area attendant Task Specification
- 31. 31 Linen Attendant Task Specification
- 32. 32 Storeroom Clerk Task Specification
- 33. 33 Seamstress Task Specification
- 34. Bina Nusantara University 34 Pool attendant - Rescuer Task Specification
- 35. 35 Gardener Task Specification
- 36. 36 Florist Task Specification
- 37. 37 Ordertaker Sorter – Marker - Checker Task Specification
- 38. 38 Washer – Dry Cleaner - Ironer – Presser Task Specification
- 39. Inter-departemental of Front Office 39 FRONT OFFICE Kitchen Security Laundry Personne l Banquet Sales and Marketing Finance & Purchasing Engineerin g Food and Beverage Housekeeping
- 40. Inter-departemental Housekeeping 40 HOUSE KEEPING Kitchen Security Laundry Personnel Sales and Marketing Finance & Purchasing Engineering Food and Beverage Front Office Room Service
- 41. 41 Coordination between Front Office and Housekeeping Room rack Front Office House keeping Workplan Room Status Floor Report Room report Housekeeping report Discrepancy report Discrepancy after room check Housekeeping report
- 42. 42 Conclusion • Responsibilities of the rooms department include reservations, guest reception, room assignment, tracking the status of rooms (available or occupied), prompt forwarding of mail and phone messages, security, housekeeping of guest rooms and public spaces such as lobbies, and answering guests’ questions.