1. Chapter 5 Rooms Division Operations

2. 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

3. 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

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

5. Role of a General Manager
Chief Operating Officer (COO)
Ensuring highest level of associate and guest service
Overseeing and coordinating operations
Increasing profitability

6. Qualities of Successful Hospitality Leaders
Leadership
Attention to detail
Follow-through
People skills
Patience
Ability to delegate effectively

7. 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

8. Figure 5-1 Executive Committee Chart

9. Rooms Division Front office Reservations Housekeeping Concierge
Guest services
Security
Communications

10. Figure 5-2 Room Division Organizational Chart

11. Front Office Manager (FOM)
Enhance guest services
Ensure the desired percentage of each market segment is achieved
Make and exceed budget forecasts

12. Basic Functions of the Front Office
Review previous night’s occupancy/ADR
Review arrivals/departures/VIP rooms
Staffing adjustments/scheduling
Look over Market Mix
Meet with lead GSA’s
Sell rooms
Maintain balanced guest accounts
Offer services such as faxes, mail, messages, etc.

13. Figure 5-3 The Guest Cycle

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 Posts charges Closes the books on a daily basis
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
Plus all charges made today to guests’ account
Equals day’s closing balance of accounts owed by guest

17. Different Room Rates Rack rate Corporate Government
Entertainment cards
AAA
Group rates
AARP

18. Hotel Occupancy Statistics
Percentage of occupancy =
Rooms Occupied
Total Rooms Available

19. Hotel Occupancy Statistics
Occupancy Statistics (cont.)
Double/Multiple Occupancy Percentage =
Total # of Guests - # of Rooms Occupied
# of Double Occupied Rooms

20. Hotel Revenue Statistics
Average Daily Room Rate (ADR) =
Total Rooms Revenue
Total Number of Rooms Sold

21. Property Management Systems (PMS)
Computer-based applications
Reservations management
Rooms management
Guest account management
General management

22. Yield Management
Increases room revenue by using demand-forecasting technique
Based on the economics of supply and demand
Pricing is based on
Trends of demand
Type of room to be occupied
Rev Par = Dividing room revenue by number of rooms available

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

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

25. Typical Reservation Rcreen

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

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

28. Concierge Part of guest/uniformed services
Elevate properties marketable value
Typically in a luxury hotel
Unique requests
Knowledge of city
Several languages preferred

29. Housekeeping Largest department in terms of people
Executive Housekeeper
Cleanliness is the key to success

30. 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

31. Figure 5-9 Housekeeping Personnel

32. 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

33. Other Duties of Housekeeping
Turndown service
Hotel laundry
Laundry and dry cleaning for guests
General hotel cleaning
Linen room

34. In-House Laundry Advantages 24 hour anytime laundry service for guests
Smaller par-stock of linen
Full control over quality of laundered linen

35. Contract Laundry Service
Advantages
No maintenance costs for equipment
No labor costs for training/staffing
Lower overhead costs of energy/water
Fixed projected expense

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

37. 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

38. 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