Hotel Management overview and Rooms Division of a

Hotel Management overview and Rooms Division of a Hotel

Organizational chart of the hotel The hotel is made of divisions: n Rooms (includes Front office, HSKP, Laundry, Reservations, Health Club) n Food and beverage (includes restaurants and Banqueting) n Kitchen (includes cooks, pastry and stewarding) n Sales and marketing n Accounting n Engineering n Human resources n Procurement (sometimes part of Accounting) n Security (usually outsourced service)

Front of the house or revenue generating departments n Front office n Food and beverage n Spa and Treatment centers n Laundry services n Office space rental if applicable

Back of the house or nonrevenue departments n Housekeeping n Accounting n Engineering n Human resources n Security

Executive Committee and Department Heads EXCO Team includes: n n n n General Manager Director of Human Resources Director of Food and Beverage Director of Rooms Division Director of Sales and Marketing Director of Engineering Financial Director Executive Chef Department Heads are: n n n n n Front Office Manager Reservations Manager Associate Directors (for example, of Sales and Finance) Purchasing Manager Housekeeping Manager Executive Sous Chef Human Resources Manager Outlets Manager Engineering Manager

Rooms Division is the biggest department in the hotel n Rooms Division includes n n n Front Office (Reception, Concierge, Guest service, Communications and Night Manager) Reservations Housekeeping Laundry Health Club Security (if outsource service Security head is report to Director of Rooms)

Front Office Manager (FOM) q q Usually has 2 -3 Assistant FO Manager and 4 -5 Team Leaders, Bell Captain Sample of duties performed by FOM daily n n n n q Review previous night’s occupancy/ADR Review arrivals/departures/VIP room allocations Staffing adjustments/scheduling Look over guest service areas Meet VIP guests Resolving different FO issues Report to DOR about daily routines and issues Get the detailed report from Night Manager Front Office… n n Sell rooms Maintain balanced guest accounts Checking reports Offer services such as faxes, mail, messages, etc.

Front Office Team n Guest Service Officer… n n n 7: 00 am - 4: 00 pm shift n Check-outs n Guest inquiries n Room changes n Work with housekeeping 3: 00 pm - 11: 00 pm shift n Check-ins n Reservations 11: 00 pm - 08: 00 am shift n Check-ins n Reservations n Assistant FO Managers and Night Manager… n Closes the books on a daily basis n Posts charges n Balances guest accounts n Completes daily reports n Handles all hotel issues in night time n Handles FO Manager duties in evenings n Help Duty Managers

Key Operating Ratios for Daily Hotel Reports n Occupancy Statistics… Percentage of occupancy = Rooms Occupied/ Total Rooms Available n Yield Management … n n n Revenue Statistics… n Average Daily Room Rate (ADR) = Total Rooms Revenue/ Total Number of Rooms Sold n Increases room revenue by using demandforecasting technique Based on the economics of supply and demand Pricing is based on n n Trends of demand Type of room to be occupied

Reservations Department n Reservations dep. is n n n First area of guest contact A sales position Telephone skills Central Reservations System (CRS) using GDS Inserting and updating guest reservations n Definitions… n n n n Confirmed reservation Guaranteed reservation Non-guaranteed reservation Advance deposit/advance payment No show Late cancellation Check in and check out time

Communication, Concierge and Bell Desk n Communication n Handling all phone calls n Profit center from Business center and phones n Includes many types of communication n Faxes n Emails n Messages n Emergency center Bell Desk… n Bell Captain n Door attendants n Hotel’s unofficial greeters n Luggage n Bell persons n Escort guests to their rooms n n Concierge… n Handling guest requests n Knowledge of city and entertainments n Several language speaking

Housekeeping n n n Largest department in terms of people Includes Executive Housekeeper and Assistant Managers Cleanliness is the key to success Turndown service General hotel cleaning n Executive Housekeeper Duties… n Leadership of people, equipment and supplies n Cleanliness and servicing the guest rooms and public areas n Operating the department according to financial guidelines n Keeping records

Room Status Codes from HSKP n n n n n VR - Vacant and Ready VC - Vacant and Clean VD - Vacant and Dirty OR - Occupied and Ready OC - Occupied and Clean OD - Occupied and Dirty CO - Check-Out OO - Out of Order DND - Do Not Disturb V/O or O/V - Status Unclear

Laundry and Dry Cleaning n In-House Laundry … n Advantages n 24 hour anytime laundry service for guests n Smaller par-stock of linen n Full control over quality of laundered linen n Contract Laundry… n Advantages n No maintenance costs for equipment n No labor costs for training/staffing n Lower overhead costs of energy/water n Fixed projected expense

Hotel Security n Usually security services are outsourced n Providing guest safety and loss prevention… n n n Security officers Equipment Keys Safety procedures Identification procedures

Health Club or Spa n Health Club Manager, HC Assistant Manager, masseuses, attendants, fitness trainers n Usually works from 06. 00 to 11. 00. n Includes gym, pool, saunas, bar, shop n Provides services to hotel and outside guests