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

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Presentation on theme: "Compiled by: MRS.ANUJA LAGHATE Hotel Organization Hotel and Rooms Division Operation."— Presentation transcript:

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

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

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

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

5 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

6 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

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

8 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

9 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.

10 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

11 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

12 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

13 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

14 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

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

16 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

17 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

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

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

20 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

21 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

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

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

24 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

25 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

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


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