Hotel Organization Hotel and Rooms Division Operation

Functions of a Hotel Functions… Lodging accommodations Revenue centers Cost centers Serve and enrich society Profit for the owners

General Manager General Manager… Chief Operating Officer (COO) Relating to guests and employees

General Manager Manager (cont.)… Overseeing and coordinating operations Increasing profitability

Qualities of Successful Managers Leadership Attention to detail Follow through People skills Patience Ability to delegate effectively

The 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

Rooms Division Rooms Division… Front Office Reservations Housekeeping Concierge Guest services Security Communications

Front Office Manager (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

Basic Functions of the Front Office Sell rooms Maintain balanced guest accounts Offer services such as faxes, mail, messages, etc.

Room Status Codes Codes… VR - Vacant and Ready VC - Vacant and Clean VD - Vacant and Dirty OR - Occupied and Ready OC - Occupied and Clean

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

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

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

Duties of a 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

Night Auditor Night Auditor… Closes the books on a daily basis Posts charges Balances guest accounts Completes daily report

Night Audit Process in Simple Terms ADD Yesterday’s closing balance of accounts owed by guests LESS Payments received today against accounts

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

Reservations Reservations… First area of guest contact A sales position Telephone skills Central Reservations System (CRS)

Reservation Definitions Confirmed reservation Guaranteed reservation Advance deposit/advance payment No show 6 pm reservation

Communications or PBX PBX… Public Branch Exchange Profit center Includes many types of communication Faxes Messages Pagers and radios Emergency center

Guest Services Uniformed Service Bell Captain or Guest Services Manager Door attendants Hotel’s unofficial greeters Luggage Bell persons Escort guests to their rooms

Concierge Concierge… Part of guest/uniformed services Elevate properties marketable value Typically in a luxury hotel

Concierge Concierge (cont.)… Unique requests Knowledge of city Several languages preferred

Security and Loss Prevention Providing guest safety and loss prevention… Security officers Equipment Keys Safety procedures Identification procedures ADA compliance

Trends in Hotel/Rooms Division 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

REFERNCES Catering Housekeeping and front office-Ursula Jones Accommodation management- Rosemary Hurst