Hotel Organization Hotel and Rooms Division Operation Compiled

Hotel Organization Hotel and Rooms Division Operation Compiled by: MRS. ANUJA LAGHATE

Functions of a Hotel • Functions… – Lodging accommodations – Revenue centers – Cost centers – Serve and enrich society – Profit for the owners Compiled by: MRS. ANUJA LAGHATE

General Manager • General Manager… – Chief Operating Officer (COO) – Relating to guests and employees Compiled by: MRS. ANUJA LAGHATE

General Manager • Manager (cont. )… – Overseeing and coordinating operations – Increasing profitability Compiled by: MRS. ANUJA LAGHATE

Qualities of Successful Managers • Qualities of Success… – Leadership – Attention to detail – Follow through – People skills – Patience – Ability to delegate effectively Compiled by: MRS. ANUJA LAGHATE

The Executive Committee • Executive Committee… – General Manager – Director of Human Resources – Director of Food and Beverage – Director of Rooms Division – Director of Marketing and Sales – Director of Engineering – Director of Accounting Compiled by: MRS. ANUJA LAGHATE

Rooms Division • Rooms Division… – Front Office – Reservations – Housekeeping – Concierge – Guest services – Security – Communications Compiled by: MRS. ANUJA LAGHATE

Front Office Manager (FOM) • FOM… – Enhance guest services – Sample of duties performed by FOM daily • Review previous night’s occupancy/ADR • Review arrivals/departures/VIP rooms • Staffing adjustments/scheduling • Look over Market Mix • Meet with lead GSA’s Compiled by: MRS. ANUJA LAGHATE

Basic Functions of the Front Office • Front Office… – Sell rooms – Maintain balanced guest accounts – Offer services such as faxes, mail, messages, etc. Compiled by: MRS. ANUJA LAGHATE

Room Status Codes • Codes… – VR - Vacant and Ready – VC - Vacant and Clean – VD - Vacant and Dirty – OR - Occupied and Ready – OC - Occupied and Clean Compiled by: MRS. ANUJA LAGHATE

Room Status Codes • Codes (cont. )… – OD - Occupied and Dirty – CO - Check-Out – OO - Out of Order – DND - Do Not Disturb – V/O or O/V - Status Unclear Compiled by: MRS. ANUJA LAGHATE

SKILLS, ABILITIES, & PERSONAL CHARACTERISTICS • Being consistently pleasant and polite • Dealing with complaints tactfully, calmly, and politely • Handling unexpected situations calmly • Working well with colleagues and hotel guests • Teamwork Compiled by: MRS. ANUJA LAGHATE

SKILLS, ABILITIES, & PERSONAL CHARACTERISTICS • • Working with computers Keeping accurate records Attention to detail Being comfortable with routine work Following instructions and established procedures Keeping track of numerous responsibilities at once General office skills Lifting, carrying, and standing for long periods of time Compiled by: MRS. ANUJA LAGHATE

Duties of a Guest Service Agent • Guest Service Agent… – 7: 00 am - 3: 00 pm shift • Check-outs • Guest inquiries • Room changes • Work with housekeeping – 3: 00 pm - 11: 00 pm shift • Check-ins • Reservations Compiled by: MRS. ANUJA LAGHATE

Night Auditor • Night Auditor… – Closes the books on a daily basis – Posts charges – Balances guest accounts – Completes daily report Compiled by: MRS. ANUJA LAGHATE

Night Audit Process in Simple Terms • Terms… – ADD • Yesterday’s closing balance of accounts owed by guests – LESS • Payments received today against accounts Compiled by: MRS. ANUJA LAGHATE

Night Audit Process in Simple Terms • Terms (cont. )… – PLUS • All charges made today to guests’ account – EQUALS • Day’s closing balance of accounts owed by guest Compiled by: MRS. ANUJA LAGHATE

Reservations • Reservations… – First area of guest contact – A sales position – Telephone skills – Central Reservations System (CRS) Compiled by: MRS. ANUJA LAGHATE

Reservation Definitions • Definitions… – Confirmed reservation – Guaranteed reservation – Advance deposit/advance payment – No show – 6 pm reservation Compiled by: MRS. ANUJA LAGHATE

Communications or PBX • PBX… – Public Branch Exchange – Profit center – Includes many types of communication • Faxes • Messages • Pagers and radios • Emergency center Compiled by: MRS. ANUJA LAGHATE

Guest Services Uniformed Service • Uniformed Service… – Bell Captain or Guest Services Manager – Door attendants • Hotel’s unofficial greeters • Luggage – Bell persons • Escort guests to their rooms Compiled by: MRS. ANUJA LAGHATE

Concierge • Concierge… – Part of guest/uniformed services – Elevate properties marketable value – Typically in a luxury hotel Compiled by: MRS. ANUJA LAGHATE

Concierge • Concierge (cont. )… – Unique requests – Knowledge of city – Several languages preferred Compiled by: MRS. ANUJA LAGHATE

Security and Loss Prevention • Providing guest safety and loss prevention… • Security officers • Equipment • Keys • Safety procedures • Identification procedures • ADA compliance Compiled by: MRS. ANUJA LAGHATE

Trends in Hotel/Rooms Division • Trends… – Diversity of both guests/workforce – Increase in business travel – Increased need for technology – Continued quest for increase in productivity – Increasing use of yield management – Greening of hotels and guest rooms Compiled by: MRS. ANUJA LAGHATE

REFERNCES • • Catering Housekeeping and front office-Ursula Jones Accommodation management- Rosemary Hurst Compiled by: MRS. ANUJA LAGHATE