The document describes the various duties and functions of different roles within the rooms division department of a hotel, including reservations, concierge, uniformed services, reception, telephone/communication, housekeeping, laundry, dry cleaning, valet, linen, and security. Key responsibilities outlined include maintaining professional appearance, mastering hotel information, answering phones, greeting guests, making reservations, handling special requests, ensuring guest safety and security, and more.

1. Rooms Division

2. Rooms Reservation Uniformed Services Concierge Reception Telephone Housekeeping Laundry Security Engineering

3. Reservations

4. Reservations – Duties and Functions  Maintain a professional appearance  Master hotel information  Answer phones  Handling reservations: Telephone, Email, Letter, Fax, In Person, Computer  Handling changes on reservations  Processing special requests/preferences  Regret over bookings  Standard form letters / sending faxes/emails  Processing travel agency bookings  Dealing with deposit, vouchers and rebates  Interpret room inventory control log  Check and review all next day reservations  Processing hotel special rates and packages plans  Routing instructions  Handling VIP reservations

5. Concierge & Uniformed Service

6. Concierge – Duties and Functions  Maintain a professional appearance  Master hotel information  Remain aware of current and new developments  Attend to VIP guests  Respond to guest complaints  Know city information  Make dinner reservations and give directions  Understand hotel safety and security features  Coordinate babysitters  Answer phones

7. Uniformed Services – Duties and Functions Maintain a professional appearance Master hotel information Answer phones Greet the guest Room the guest Stand at post with excellent appearance Handle and store luggage Answer guest inquiries Assist guest Check-Out Understands actions taken during emergency Maintain teamwork Handle master key Know local restaurants, tourist attractions Maintain front of the hotel Control traffic Raise, lower flags Deliver amenity and give-aways Deliver newspaper/messages

8. Reception

9. Reception – Duties and Functions Maintain a professional appearance Master hotel information Answer phones Review correspondence daily Ensures Reception is aware of special billing arrangements Clarifies and checks group information prior to arrivals Review and prepare group bill after departures Checks that room counts are accurate Ensure all Housekeeping information is correct Checks on departures, stay-overs, extra departures, VIP arrivals and special requirements Checks accuracy of guest folios Control stock inventory Ensure that Reception and Reservations staff are fully aware of rates, programs and special promotions Prepares input for room operation forecast: budget and outlook Attends and holds meetings: Operation, Departmental, etc

10. Reception (Cont...) Maintains contacts with other hotels Interprets and communicates company policy Monitors general development of hotel business and advises senior management of any change trends Carries out departmental induction and training for all new and existing staff Interviews for selection and appraisal Carries out disciplinary interviews Holds problem solving meetings and monitors morale Prepares time sheets Prepares duty schedules Prepares holiday and vacation schedules Ensures that the following procedures are understood: Fire and safety Bomb threat Power failure Medical Death Contingency plan

11. Reception (Cont...) Handles overbooking situation Coordinate Out-Of-Order rooms Routing instructions: groups and individuals Handling blocking requests and group arrivals Handling: Pre-registered guests Walks-ins Day-use reservations Upgrades Rebates Room allocation Processing arrivals (check in) Processing departures (check out) Handling room and rate changes Dealing with special requests Handling guest mail and messages Handling hotel package plans Handling travel agency booking Dealing with handicapped guests

12. Reception (Cont...) Dealing with housekeeper’s reports Handling turn-aways Preparing night clerks’ report Checking next day reservations Handling complaints Up-selling situations VIP procedures Manage room type Safety-box procedures Control Reception files Handling all postings: Banquets, F & B, Health Club, Business Center, etc Routing instructions Conduct room inspection

13. Telephone / Communication

14. Telephone – Duties and Function Maintain a professional appearance Master hotel information Answering incoming calls Answering in-house calls Routing calls to departments and guests Making local and long distance calls Control and monitor telephone system Handling Wake-Up calls requests Taking and delivering messages/faxes Operating bleep system Emergency procedures: Fire and safety Bomb threat Power failure Medical Contingency plan Handle guest complaint calls

15. Housekeeping

16. Housekeeping – Duties and Functions Maintain a professional appearance Master hotel information Answer phones Greet the guest Preparing maid’s cart Preparing for entering a room Making beds Cleaning and arranging tables and drawers Cleaning windows and mirrors Cleaning and arranging washbasins Cleaning bath and shower Cleaning floor and walls (bathroom) Cleaning doors Setting out bathroom (towels, etc) Vacuuming Cleaning wardrobes Filling guest notecase Conduct light pressing and mending Shine shoes

17. Housekeeping (Cont...) Deliver turn-down service Inspect coffee/tea tray facilities Checks fax machines in all suites Emergency procedures: Fire and safety Bomb threat Power failure Medical Contingency plan Reporting faults Key procedures Maid’s room report Checking maids in and key procedures Allocating work Inspecting rooms check-out Inspecting room served Preparing maintenance orders Preparing housekeepers’ reports Issuing store Dealing with lost property Carrying out VIP room checks Carrying out appraisal interviews

18. Laundry / Dry Cleaning / Valet / Linen

19. Laundry.... – Duties and Functions Maintain a professional appearance Master hotel information Answer phones Repairing and maintaining linen Issuing new linen Writing off linen Issue of new and clean uniforms Withdrawing uniforms Cleaning of soft furnishing Checking on deliveries Distribution of linen Counting and checking dirty linen Re-making damaged linen for re-use Quality inspection of laundry Stock-taking Quality inspection of in-use linen and uniforms Preventing hoarding Using washing machines Using dry cleaning machines Using Processing machines Folding Laundered linen Interviewing for selection

20. Security

21. Security – Duties and Functions Maintain a professional appearance Master hotel information Answer phones Maintain key control Understand and respond to alarm devices Maintain hotel safety & security Maintain departmental security and loss control Handle emergencies Administer first aid Patrol hotel property Write reports Keep records Promote guest and employees relations Knowledge of legal terminology Check package passes

23. Fluxograma É a representação gráfica de um processo que indica a sequência das suas etapas e actividades individuais. São úteis: Como parte da recolha de dados; Para projectar um processo melhorado; Para testar e documentar o processo melhorado

24. Fluxograma Identifique os pontos de início e fim do processo com um círculo; Utilize setas para indicar o fluxo de trabalho de uma actividade para outra. Em geral, de uma etapa de acção sai uma única seta, que é representada por um rectângulo; Utilize losangos para indicar os pontos de decisão. Dos losangos sai mais de uma seta.

25. Fluxograma Em geral, as decisões “Sim” têm um fluxo vertical e as “não” um fluxo horizontal.

26. Mapa de Processo É uma técnica para análise de un processo, tendo em vista determinar onde e porquê ocorrem as maiores falhas. O mapa de processo é o primeiro passo a dar quando se avalía um processo e se projecta um processo. É útil nas seguintes etapas: Para identificar onde estão os problemas ou falhas do processo

27. Mapa de Processo Para recolher e analisar dados sobre o que existe actualmente; Para documentar os inputs, outputs, o fluxo de actividades e medidas do processo actual; Para avaliar até que ponto o processo actual está a funcionar bem, identificando as falhas, as causas prováveis e os alvos preliminares de melhoria;

28. Mapa de Processo Para projectar um processo melhorado; Para fazer um acompanhamento do processo do teste piloto; Para comparar os resultados do teste piloto em relação ao plano; Para documentar o processo fiável para utilização por outras pessoas da empresa.

29. Mapa de Processo Como elaborar um mapa de processo: Identifique o “processo-chave”. Utilizando as informações dos seus clientes, identifique o processo responsável pela maior lacuna entre as expectativas e percepções do cliente. Identifique as principais funções envolvidas no processo e ponha-as numa lista do lado esquerdo do mapa.

30. Mapa de Processo As funções incluem unidades de trabalho, grupos de trabalho e departamentos. Identifique o ponto de partida, incluindo-o no lado mais à esquerda do mapa e na linha da função correspondente. Inclua as actividades associadas a cada função, da esquerda para a direita. Evite pormenores. A passagem do tempo é indicada pelo fluxo

31. Mapa de Processo ...do processo, da esquerda para a direita. Ligue as actividades com uma seta que vá do fornecedor ao cliente imediato. As setas podem ter duas direcções, indicando a interacção entre duas funções relativas à mesma actividade. Depois de terminar a representação em mapa, identifique as medidas existentes para cada resultado.

32. Mapa de Processo Processo: Funções Data: Sequência das Actividades Tempo

33. Mapa de Processo