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, 18-25 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