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Chapter 5 Rooms Division Operations
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
After Reading and Studying This Chapter, You Should Be Able to:
Outline the duties and responsibilities of key executives and department heads Draw an organizational chart of the rooms division of a hotel and identify the executive committee members Describe the main functions of the rooms division department
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
After Reading and Studying This Chapter, You Should Be Able to:
Describe property management systems and discuss yield management Calculate occupancy percentages, average daily rates and actual percentage of potential rooms revenue Outline the importance of the reservations and guest services functions List the complexities and challenges of the concierge, housekeeping and security/loss prevention departments2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Introduction to Hospitality, Fourth Edition John Walker
Functions of a Hotel
Lodging accommodations Revenue centers Cost centers Serve and enrich society Profit for the owners
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Role of a General Manager
Chief Operating Officer (COO) Ensuring highest level of associate and guest service Overseeing and coordinating operations Increasing profitability2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Introduction to Hospitality, Fourth Edition John Walker
Qualities of Successful Hospitality Leaders
Leadership Attention to detail Follow-through People skills Patience Ability to delegate effectively2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Introduction to Hospitality, Fourth Edition John Walker
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 Accounting2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Introduction to Hospitality, Fourth Edition John Walker
Figure 5-1
Executive Committee Chart
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Rooms Division
Front office Reservations Housekeeping Concierge Guest services Security Communications2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Introduction to Hospitality, Fourth Edition John Walker
Figure 5-2
Room Division Organizational Chart
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Front Office Manager (FOM)
Enhance guest services Ensure the desired percentage of each market segment is achieved Make and exceed budget forecasts
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Basic Functions of the Front Office
Review previous nights occupancy/ADR Review arrivals/departures/VIP rooms Staffing adjustments/scheduling Look over Market Mix Meet with lead GSAs Sell rooms Maintain balanced guest accounts Offer services such as faxes, mail, messages, etc.2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Introduction to Hospitality, Fourth Edition John Walker
Figure 5-3The Guest Cycle
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Duties of a Guest Service Agent
Guest Service Agent
7:00 am - 3:00 pm shift
Check-outs Guest inquiries Room changes Work with housekeeping Check-ins Reservations
3:00 pm - 11:00 pm shift
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Night Auditor
Posts charges Closes the books on a daily basis Balances guest accounts Completes daily report
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Night Audit Process in Simple Terms
Add yesterdays closing balance of accounts owed by guests Less payments received today against accounts Plus all charges made today to guests account Equals days closing balance of accounts owed by guest2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Introduction to Hospitality, Fourth Edition John Walker
Different Room Rates
Rack rate Corporate Government Entertainment cards AAA Group rates AARP2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Introduction to Hospitality, Fourth Edition John Walker
Hotel Occupancy Statistics
Occupancy Statistics
Percentage of occupancy =
Rooms Occupied Total Rooms Available
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Hotel Occupancy Statistics
Occupancy Statistics (cont.)
Double/Multiple Occupancy Percentage =
Total # of Guests - # of Rooms Occupied # of Double Occupied Rooms
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Hotel Revenue Statistics
Revenue Statistics
Average Daily Room Rate (ADR) =
Total Rooms Revenue Total Number of Rooms Sold
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Property Management Systems (PMS)
PMS
Computer-based applications
Reservations management Rooms management Guest account management General management
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Yield Management
Increases room revenue by using demandforecasting technique Based on the economics of supply and demand Pricing is based on
Rev Par = Dividing room revenue by number of rooms available2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Trends of demand Type of room to be occupied
Introduction to Hospitality, Fourth Edition John Walker
Reservations
Internet First area of guest contact A sales position Telephone skills Central Reservations System (CRS)
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Reservation Definitions
Confirmed reservation Guaranteed reservation Advance deposit/advance payment No show 6 pm release
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Typical Reservation Rcreen
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Communications or PBX
Public Branch Exchange Profit center Includes many types of communication
Faxes Messages Pagers and radios Emergency center2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Introduction to Hospitality, Fourth Edition John Walker
Guest Services Uniformed Service
Uniformed Service
Bell Captain or Guest Services Manager Door attendants
Hotels unofficial greeters Escort guests to their rooms Transport luggage
Bell persons
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Concierge
Part of guest/uniformed services Elevate properties marketable value Typically in a luxury hotel Unique requests Knowledge of city Several languages preferred2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Introduction to Hospitality, Fourth Edition John Walker
Housekeeping
Largest department in terms of people Executive Housekeeper Cleanliness is the key to success
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Duties of the Executive Housekeeper
Leadership of people, equipment and supplies Cleanliness and servicing the guest rooms and public areas Operating the department according to financial guidelines Keeping records2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Introduction to Hospitality, Fourth Edition John Walker
Figure 5-9
Housekeeping Personnel
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Breaking the House Down
Assignment of sections for cleaning SC - Checks out that day SS Stay-over XX - Out of order Based on standard of rooms cleaned per day by each housekeeper2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Introduction to Hospitality, Fourth Edition John Walker
Other Duties of Housekeeping
Turndown service Hotel laundry Laundry and dry cleaning for guests General hotel cleaning Linen room
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
In-House Laundry
Advantages
24 hour anytime laundry service for guests Smaller par-stock of linen Full control over quality of laundered linen2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Introduction to Hospitality, Fourth Edition John Walker
Contract Laundry Service
Advantages
No maintenance costs for equipment No labor costs for training/staffing Lower overhead costs of energy/water Fixed projected expense
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Security and Loss Prevention
Providing guest safety and loss prevention
Security officers Equipment Keys Safety procedures Identification procedures ADA compliance
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Trends
Diversity of workforce Increase in use of technology Continued quest for increases in productivity Increasing use of yield management to increase profit by effective pricing of room inventory Greening of hotels and guest rooms
Introduction to Hospitality, Fourth Edition John Walker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Trends
Security Diversity of the guest Compliance of the ADA Hotel companies are trying to persuade guests to book rooms via the company website instead of an internet broker2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Introduction to Hospitality, Fourth Edition John Walker