1. Hotel Organization Hotel and Rooms Division Operation

2. Functions of a Hotel Functions… Lodging accommodations Revenue centers
Cost centers
Serve and enrich society
Profit for the owners

3. General Manager General Manager… Chief Operating Officer (COO)
Relating to guests and employees

4. General Manager Manager (cont.)…
Overseeing and coordinating operations
Increasing profitability

5. Qualities of Successful Managers
Leadership
Attention to detail
Follow through
People skills
Patience
Ability to delegate effectively

6. The 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

7. Rooms Division Rooms Division… Front Office Reservations Housekeeping
Concierge
Guest services
Security
Communications

8. Front Office Manager (FOM)
Enhance guest services
Sample of duties performed by FOM daily
Review previous night’s occupancy/ADR
Review arrivals/departures/VIP rooms
Staffing adjustments/scheduling
Look over Market Mix
Meet with lead GSA’s

9. Basic Functions of the Front Office
Sell rooms
Maintain balanced guest accounts
Offer services such as faxes, mail, messages, etc.

10. Room Status Codes Codes… VR - Vacant and Ready VC - Vacant and Clean
VD - Vacant and Dirty
OR - Occupied and Ready
OC - Occupied and Clean

11. Room Status Codes Codes (cont.)… OD - Occupied and Dirty
CO - Check-Out
OO - Out of Order
DND - Do Not Disturb
V/O or O/V - Status Unclear

12. SKILLS, ABILITIES, & PERSONAL CHARACTERISTICS
Being consistently pleasant and polite
Dealing with complaints tactfully, calmly, and politely
Handling unexpected situations calmly
Working well with colleagues and hotel guests
Teamwork

13. SKILLS, ABILITIES, & PERSONAL CHARACTERISTICS
Working with computers
Keeping accurate records
Attention to detail
Being comfortable with routine work
Following instructions and established procedures
Keeping track of numerous responsibilities at once
General office skills
Lifting, carrying, and standing for long periods of time

14. Duties of a Guest Service Agent
7:00 am - 3:00 pm shift
Check-outs
Guest inquiries
Room changes
Work with housekeeping
3:00 pm - 11:00 pm shift
Check-ins
Reservations

15. Night Auditor Night Auditor… Closes the books on a daily basis
Posts charges
Balances guest accounts
Completes daily report

16. Night Audit Process in Simple Terms
ADD
Yesterday’s closing balance of accounts owed by guests
LESS
Payments received today against accounts

17. Night Audit Process in Simple Terms
Terms (cont.)…
PLUS
All charges made today to guests’ account
EQUALS
Day’s closing balance of accounts owed by guest

18. Reservations Reservations… First area of guest contact
A sales position
Telephone skills
Central Reservations System (CRS)

19. Reservation Definitions
Confirmed reservation
Guaranteed reservation
Advance deposit/advance payment
No show
6 pm reservation

20. Communications or PBX PBX… Public Branch Exchange Profit center
Includes many types of communication
Faxes
Messages
Pagers and radios
Emergency center

21. Guest Services Uniformed Service
Bell Captain or Guest Services Manager
Door attendants
Hotel’s unofficial greeters
Luggage
Bell persons
Escort guests to their rooms

22. Concierge Concierge… Part of guest/uniformed services
Elevate properties marketable value
Typically in a luxury hotel

23. Concierge Concierge (cont.)… Unique requests Knowledge of city
Several languages preferred

24. Security and Loss Prevention
Providing guest safety and loss prevention…
Security officers
Equipment
Keys
Safety procedures
Identification procedures
ADA compliance

25. Trends in Hotel/Rooms Division
Diversity of both guests/workforce
Increase in business travel
Increased need for technology
Continued quest for increase in productivity
Increasing use of yield management
Greening of hotels and guest rooms

26. REFERNCES Catering Housekeeping and front office-Ursula Jones
Accommodation management- Rosemary Hurst