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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 departments
2006 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 profitability
2006 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 effectively
2006 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 Accounting
2006 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 Communications


2006 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 5-3
The 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 guest
2006 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 AARP
2006 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 available


2006 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 center


2006 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 preferred
2006 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 records
2006 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 housekeeper
2006 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 linen
2006 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 broker
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458

Introduction to Hospitality, Fourth Edition John Walker

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