2. Introduction
• The Rooms Division is the heart of the hotel
• It is the main business of the hotel and the
main source of revenue
• Rooms can contribute 70% or more to overall
revenue and even more to profit
3. Section within room division
a) Front office
b) Reservations
c) Housekeeping
d) Concierge
e) Guest services
f) Security
g) Communications
4. Front Office
• The center of activity in the Rooms Division is
the Front Office
• It is the hub / nerve center of the hotel
• Responsibilities: -
– To sell and up-sell rooms
– To maintain balanced guest accounts
– To offer services such as handling mail, faxes,
messages, and local and hotel information
5. Front Office conti….
• Other responsibilities includes;-
– Checking guests in,
– Checking them out,
– Securing payment,
– Listening to complaints,
– Communicating with other departments,
– Determining room availability, and selling
additional rooms
7. Night Auditor
• Posts charges
• Closes the books on a daily basis
• Balances guest accounts
• Completes daily reports using the
statistics on the following slides
8. Hotel Statistics
• Occupancy Statistics:
– Percentage of Occupancy =
Rooms Occupied
Total Rooms Available
• Revenue Statistics:
– Average Daily Room Rate (ADR) =
Total Rooms Revenue
Total Number of Rooms Sold
9. Property Management Systems
• Center of information processing
• Relates to front and back office activities
• Examples of applications:
– Room management
– Guest accounting
– Check in services
– Information sharing
– Internet access
10. Energy Management Systems
• Extends guest in-room comfort
• Examples:
– Passive infrared motion sensors
– Room occupancy status reporting
– Automatic lighting controls
– Minibar access reporting
– Smoke detector alarm reporting
– Central electronic lock control
– Guest control amenities
11. Call Accounting Systems
• Tracks guest room phone charges
• Monitors where calls are made from and
from which phones
• CAS works in conjunction with PBX
(telephone) and PMS
• Offers different rates
12. Guest Reservation Systems
• Global distribution systems (GDS): Electronic
markets for travel - Galileo, Amadeus, hotel,
car rental, and attraction bookings System-
Fidelio, Opera etc.
• A central reservation system (CRS) houses the
electronic database in the central reservation
office (CRO)
– Hotels provide rates and availability information to
the CRO—usually by data communication lines
13. Revenue and Yield Management
• Revenue management is used to maximize
room revenue at the hotel
– Based on supply and demand
• Yield management allocates the right type of
room to the right guest at the right price
– Examines demand for rooms over a period of a few
years and determines the demand for a particular
room each night
14. Reservations
• Department is headed by the reservations
manager
• Desired outcome of the reservations
department is to exceed guest expectations
when they make reservations
• Confirmed reservations are made with
sufficient time for a confirmation slip to be
returned to the client
• Guaranteed reservations are given when the
person making the reservation wishes to
ensure that the reservation will be held
15. Communications CBX or PBX
• Management of in-house, guest
communications, and emergency center
• Profit center: Hotels generally add a 50%
charge to all long-distance calls placed
from guest rooms
17. Concierge
• Elevates property’s marketable value
• Typically in a luxury hotel
• Handles guest needs
• Should have knowledge of the city
• Many speak several languages
• Assists guests with restaurant
reservations, directions, tickets to shows,
etc.
18. Housekeeping
• Largest department in terms of people
• 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
– Laundry services
19. Security and Loss Prevention
• Providing guest safety and loss
prevention
• Includes:
• Security officers
• Equipment (i.e., smoke alarms, key
cards, etc.)
• Safety procedures
• Identification procedures
20. Trends
• Diversity of workforce
• Increase in use of technology
• Continued quest for increases in productivity
• Increasing use of revenue management
• Greening of hotels and guest rooms
• Security
• Diversity of the guest
• Compliance of the ADA
• Use of websites
• In-room technology
22. Reference
1. Andrews Sudhir, “FRONT OFFICE MANAGEMENT &
OPERATIONS”, Mc Graw Hill Publications, New Delhi,
2007
2. Bardi A James , “Hotel Front Office
Management”,:Wiley publishers,2010
3. Kasavana Michael, L. Richard M. Brooks, “Managing
Front Office Operations” (Coursebook) , Educational
Institute of American Hotels, 2001
4. Rocco M. Angelo Andrew Vladimir, Hospitality Today:
An Introduction, Amer Hotel & Motel Assn,2007.
5. Tucker Schnieder,” The professional Housekeeper”,
Willey, 2008
6. Joan C Branson, Margeret Lennox, “Hotel Hostel and
Hospital
