Rooms Department Pertemuan 7-8 Matakuliah: G0424 – Hotel and Restaurant Management Tahun: 2008

Bina Nusantara University 3 Topics Front Office Housekeeping

Bina Nusantara University 4 Learning Objectives To identify different job identity and job task in Rooms Departments To relate sections in Rooms Department with other departments.

Bina Nusantara University 5 Rooms department Rooms dept. incharge of every single room in a hotel. Head of the department is a Room Division Director or Resident Manager. He/she supervise two sections: –Front Office headed by Front Office Manager (FOM) –Housekeeping headed by Executive Housekeeper.

Bina Nusantara University 6 Division in Room Department Front Office –‘Shop window or etalase’ : a whole impression of the services and facilities –First and last connection area –Make a direct and indirect contact with guest’s departure and arrivals –Create a reputation and image of hotel House Keeping –Provide a comfortable hotel environment –Incharge of the cleanliness and purity of rooms, common area, lobby, corridors and hotel facilities ie.garden, swimming pool, restroom, etc.

Bina Nusantara University 7 Organisation Chart Director of Rooms Front Office Manager Executive Housekeeper

Bina Nusantara University 8 FO Division FO Manager Guest Relation Officer*Reservation Officer Operator Mail & Information Officer Front Desk Clerk Receptionist Registrationist FO Cashier* Night Auditor* Front Desk Agent* Bell Captain Vallet service Doorkeeper – Doorman Bellboy – Bellmen – Porter – Bellhop Page girl Concierge* * Work in & report to different section * Multi-skill task

Bina Nusantara University 9 Front Office Manager TaskSpecification

Bina Nusantara University 10 Guest Relation Office TaskSpecification

Bina Nusantara University 11 Operator TaskSpecification

Bina Nusantara University 12 Front Desk Clerk TaskSpecification

Bina Nusantara University 13 Receptionist TaskSpecification

Bina Nusantara University 14 Registrationist TaskSpecification

Bina Nusantara University 15 FO Cashier TaskSpecification

Bina Nusantara University 16 Night Auditor TaskSpecification

Bina Nusantara University 17 Front Desk Agent TaskSpecification

Bina Nusantara University 18 Reservation Officer TaskSpecification

Bina Nusantara University 19 Mail & Information Officer TaskSpecification

Bina Nusantara University 20 Bell Captain TaskSpecification

Bina Nusantara University 21 Vallet service TaskSpecification

Bina Nusantara University 22 Doorkeeper – Doorman TaskSpecification

Bina Nusantara University 23 Bellboy – Bellmen – Porter – Bellhop TaskSpecification

Bina Nusantara University 24 Page girl TaskSpecification

Bina Nusantara University 25 Concierge* TaskSpecification

Bina Nusantara University 26 HK Division Executive Housekeeper Floor Captain Roomboy – Roommaid Housekeeping attendant Chief Swimming Pool Pool attendant Rescuer Head Houseman House attendant Public area attendant Chief Gardener Gardener Florist Chief Linen & Uniform Linen Attendant Storeroom clerk Seamstress Chief Laundry Ordertaker Sorter – Marker - Checker Washer – Dry Cleaner - Ironer – Presser

Bina Nusantara University 27 Executive Housekeeper TaskSpecification

Bina Nusantara University 28 Floor Captain TaskSpecification

Bina Nusantara University 29 Room boy – Room maid – Housekeeping attendant TaskSpecification

Bina Nusantara University 30 House attendant – Public area attendant TaskSpecification

Bina Nusantara University 31 Linen Attendant TaskSpecification

Bina Nusantara University 32 Storeroom Clerk TaskSpecification

Bina Nusantara University 33 Seamstress TaskSpecification

Bina Nusantara University 34 Pool attendant - Rescuer TaskSpecification

Bina Nusantara University 35 Gardener TaskSpecification

Bina Nusantara University 36 Florist TaskSpecification

Bina Nusantara University 37 Ordertaker Sorter – Marker - Checker TaskSpecification

Bina Nusantara University 38 Washer – Dry Cleaner - Ironer – Presser TaskSpecification

Bina Nusantara University 39 Inter-departemental of Front Office FRONT OFFICE Kitchen Security Laundry Personne l Banquet Finance & Purchasing Sales and Marketing Engineerin g Food and Beverage Housekeeping

Bina Nusantara University 40 Inter-departemental Housekeeping HOUSE KEEPING Kitchen Security Laundry Personnel Finance & Purchasing Sales and Marketing Engineering Food and Beverage Front Office Room Service

Bina Nusantara University 41 Coordination between Front Office and Housekeeping Room rack Front Office House keeping Workplan Room Status Floor Report Room report Housekeeping report Discrepancy report Discrepancy after room check Housekeeping report

Bina Nusantara University 42 Conclusion Responsibilities of the rooms department include reservations, guest reception, room assignment, tracking the status of rooms (available or occupied), prompt forwarding of mail and phone messages, security, housekeeping of guest rooms and public spaces such as lobbies, and answering guests’ questions.