Beruflich Dokumente
Kultur Dokumente
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
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
Functions of a Hotel
Lodging accommodations Revenue centers Cost centers Serve and enrich society Profit for the owners
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
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
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
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
Figure 5-1
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Rooms Division
Figure 5-2
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Enhance guest services Ensure the desired percentage of each market segment is achieved Make and exceed budget forecasts
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
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
Figure 5-3
The Guest Cycle
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Check-outs Guest inquiries Room changes Work with housekeeping Check-ins Reservations
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
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
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
Rack rate Corporate Government Entertainment cards AAA Group rates AARP
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Occupancy Statistics
Percentage of occupancy =
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Revenue Statistics
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
PMS
Computer-based applications
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
Reservations
Internet First area of guest contact A sales position Telephone skills Central Reservations System (CRS)
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Reservation Definitions
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
Communications or PBX
Uniformed Service
Bell persons
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
Housekeeping
Largest department in terms of people Executive Housekeeper Cleanliness is the key to success
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
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
Figure 5-9
Housekeeping Personnel
2006 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ 07458
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
Turndown service Hotel laundry Laundry and dry cleaning for guests General hotel cleaning Linen room
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
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Advantages
No maintenance costs for equipment No labor costs for training/staffing Lower overhead costs of energy/water Fixed projected expense
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Security officers Equipment Keys Safety procedures Identification procedures ADA compliance
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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
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