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Racking System: Old shelving system: Keeps track of each room Property Management System (PMS) Customer database solution for hotels.

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Racking System: Old shelving system: Keeps track of each room Property Management System (PMS) Customer database solution for hotels.

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Presentation on theme: "Racking System: Old shelving system: Keeps track of each room Property Management System (PMS) Customer database solution for hotels."— Presentation transcript:

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2 Racking System: Old shelving system: Keeps track of each room Property Management System (PMS) Customer database solution for hotels.

3 Selling the Property Making the Reservation in PMS Room Inventory Reservations Staff Reservations manager, sales agents

4 Door Services Bell Services Parking and Transportation Information and Arrangements Concierge

5 Greeting Check-In Registration Method of Payment Room Assignment Financial Tasks Guest Transactions: phone calls, minibar, movies, etc. Night Audit: daily transactions Checkout Bill Presentation Account Settlement Collecting Keys Processing Payment Updating Room Status

6 Rooms Division needs to handle: Key Control Privacy Surveillance Safe Deposit Boxes Emergencies

7 Pre-arrival Stage Arrival Stage Occupancy Stage Departure Stage

8 Cleanliness and Sanitation Cleanliness: mildew, dust, etc. Sanitation: bed bugs, linens, etc. Guest Rooms Entering Guest Rooms: housekeeping, do not disturb Cleaning Guest Rooms: clean 15-16/day, minutes/room Empty trash, dust, clean mirrors, change sheets, make beds, vacuum, clean bathroom, provide room supplies Reporting Problems Turndown Service: chocolate, roses, etc.

9 Public Areas: Include hallways, stairs, lobby, lounges, public restrooms, banquet halls, recreation areas. Laundry Washing and Drying Sorting Folding and Storing Care of Linens Inventory of Linens

10 Contract Services In-House: done by employees of the hotel Advantages: they work there and have to follow the hotels procedures Disadvantages: expensive to operate (laundry), tough to fill positions with qualified staff Contract Advantages: might be more cost effective (laundry, window washing, etc.) Disadvantages: security problems, poor quality, not flexible

11 Training Scheduling Staff Supplies and Equipment: inventory Room Status Contact with Front Office House Counts Room Status Security Concerns Guest Requests

12 Create a word document that illustrates the steps in the hotel guest cycle. Under each step, identify 3-4 activities performed during that stage. Pre-arrival Arrival Occupancy Departure

13 Go to the R Drive, find the folder labeled Ingalls and pull up the article entitled Bed Bugs Article Read the article Find a story online in which a hotel customer sued a hotel for bed bugs Summarize the story and explain how this could have been prevented Find a Norwalk business that handles bed bugs


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