Mata Kuliah : Pengantar PerhotelanTahun : 2013Pertemuan : 7 dan 8Rooms Departement

Topics

• Front office

• House Keeping

3

Learning Objectives

• To identify different job identity and job task in Rooms Departments

• To relate sections in Rooms Department with other departments.

4

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.

5

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.

6

Organisation Chart

Director of Rooms

Front Office

Manager

Executive

Housekeeper

Struktur Departemen Kamar

Guest Relation

Reservation

Receptionist

Registrationist

Front Desk Agent

FO Cashier

Night Auditor

Front Desk

Mail & Information

Telephone Operator

Vallet Service

Concierge/Doorkeeper

Bellboy/Bellmen/Porter

Page girl

Doormen

Chief Concierge/Bell Captain

Front Office Mgr

Housekeeping Attendant

Roomboy/Roommaid

Floor Captain

House Attendant

Public Area Attendant

Head Houseman/Public Area

Linen Attendant

Storeroom Clerk

Seamstress

Chief Linen & Uniform

Sorter/Marker

Checker

Washer

Dry Cleaner

Ironer/Presser

Ordertaker

Chief Laundry

Gardener

Florist

Chief Gardener

Pool Attendant

Rescuer

Chief Swimming Pool

Executive Housekeeping

DIrector of Rooms

Bina Nusantara University 8

FO Division

FO Manager

Guest Relation Officer* Reservation Officer

Operator Mail & Information Officer

Front Desk Clerk Bell Captain

Receptionist

Registrationist

FO Cashier*

Night Auditor*

Front Desk Agent*

Vallet service

Doorkeeper – Doorman

Bellboy – Bellmen – Porter – Bellhop

Page girl

Concierge*

* Work in & report to different section

* Multi-skill task

Istilah-Istilah Status Kamar

• Occupied

• Complimentary (kamar sudah ditempati tapi tidak ada tagihan kamar)

• Stay Over (tamu belum meninggalkan hotel dan akan extend)

• On-charge (tamu check-in tapi belum dibersihkan)

• Do not Disturb

• Sleep Out

• Skipper

• Vacant Ready/Vacant Clean

• Out of Order

• House Use

• Lock Out

• Day Use : penggunaan kamar < 24 jam

• Late Check Out

10

Front Office Manager

Task Specification

BinaNusantara University

11

Guest Relation Office

Task Specification

12

Operator

Task Specification

13

Receptionist

Task Specification

14

Registrationist

Task Specification

15

FO Cashier

Task Specification

16

Night Auditor

Task Specification

17

Front Desk Agent

Task Specification

18

Reservation Officer

Task Specification

19

Mail & Information Officer

Task Specification

20

Bell Captain

Task Specification

BinaNusantara University

21

Vallet service

Task Specification

22

Doorkeeper – Doorman

Task Specification

23

Bellboy – Bellmen – Porter – Bellhop

Task Specification

24

Page girl

Task Specification

25

Concierge*

Task Specification

Bina Nusantara University 26

HK DivisionExecutive Housekeeper

Floor Captain Chief Swimming Pool

Head Houseman Chief Gardener

Chief Linen & Uniform Chief Laundry

Linen Attendant

Storeroom clerk

Seamstress

Ordertaker

Sorter – Marker - Checker

Washer – Dry Cleaner - Ironer – Presser

Roomboy – Roommaid

Housekeeping attendant

House attendant

Public area attendant

Pool attendant

Rescuer

Gardener

Florist

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Executive Housekeeper

Task Specification

28

Floor Captain

Task Specification

29

Room boy – Room maid –Housekeeping attendant

Task Specification

30

House attendant – Public area attendant

Task Specification

31

Linen Attendant

Task Specification

BinaNusantara University

32

Storeroom Clerk

Task Specification

33

Seamstress

Task Specification

BinaNusantara University

34

Pool attendant - Rescuer

Task Specification

35

Gardener

Task Specification

36

Florist

Task Specification

37

OrdertakerSorter – Marker - Checker

Task Specification

38

Washer – Dry Cleaner - Ironer –Presser

Task Specification

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

40

Inter-departemental Housekeeping

HOUSE

KEEPING

Kitchen

Security

Laundry

Personnel

Finance &

Purchasing

Sales and

Marketing

Engineering

Food and

Beverage

Front Office Room Service

41

Coordination between Front Office and Housekeeping

Room

rack

Front

OfficeHouse

keeping

Workplan

Room Status

Floor Report

Room

report

Housekeeping

report

Discrepancy

report

Discrepancy after room check

Housekeeping

report

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.