1. Chapter 4: Rooms Division Operations

2. Chapter 4 Rooms Division Operations
Functions and Departments
Role of the Hotel General Manager
Executive Committee
Rooms Division
Property Management Systems
Energy Management Systems
Call Accounting Systems
Guest Reservation Systems

3. Chapter 4 Rooms Division Operations
Revenue and Yield Management
Reservations
Communications CBX or PBX
Guest Services/Uniformed Services
Concierge
Housekeeping
Security/Loss Prevention
Trends

4. Functions of a Hotel Provide lodging accommodations Revenue centers
Cost centers
Serve and enrich society
Create profit for the owners

5. Role of a General Manager
Provide owners with a reasonable return on investment
Keep guests and employees happy
Responsible for performance of hotel and employees
Accountable for the hotel’s level of profitability
Personal Qualities

6. Executive Committee Makes all the major decisions affecting the hotel
Made up of key associates who head major departments:
General Manager
Director of Human Resources
Director of Food & Beverage
Director of Rooms Division
Director of Marketing & Sales
Director of Engineering
Director of Accounting

7. Figure 4-1 Executive Committee

8. Rooms Division Departments: Front office Reservations Housekeeping
Concierge / Bellman
Guest services
Security
Communications

9. Figure 4-3 Guest Cycle

10. Front Office
Front Office Manager: Enhance guest services by developing to exceed guest needs
Guest Service Associate: Greet guests as they arrive at the hotel, escort them to the front desk, personally allocate the room, and take the guest and luggage to the room

11. Front Office The hub or nerve center of the hotel Responsibilities:
To sell and up-sell rooms
To maintain balanced guest accounts
To offer services such as handling mail, faxes, messages, and local and hotel information

12. Night Auditor Posts charges Closes the books on a daily basis
Balances guest accounts
Completes daily reports using the statistics on the following slides

13. Occupancy Statistics:
Hotel Statistics
Occupancy Statistics:
Percentage of Occupancy =
Rooms Occupied
Total Rooms Available
Revenue Statistics:
Average Daily Room Rate (ADR) =
Total Rooms Revenue
Total Number of Rooms Sold

14. Property Management Systems
Center of information processing
Relates to front and back office activities
Examples of applications:
Room management
Guest accounting
Check in services
Information sharing
Internet access

15. Energy Management Systems
Extends guest in-room comfort
Examples:
Passive infrared motion sensors
Room occupancy status reporting
Automatic lighting controls
Minibar access reporting
Smoke detector alarm reporting
Central electronic lock control
Guest control amenities

16. Call Accounting Systems
Tracks guest room phone charges
Monitors where calls are made from and from which phones
CAS works in conjunction with PBX (telephone) and PMS
Offers different rates

17. Guest Reservation Systems
Global distribution systems (GDS): Electronic markets for travel, hotel, car rental, and attraction bookings
A central reservation system (CRS) houses the electronic database in the central reservation office (CRO)
Hotels provide rates and availability information to the CRO—usually by data communication lines

18. Figure 4–6: The Sequence and Relationships of a Hotel Guest Reservation

19. Revenue and Yield Management
Revenue management is used to maximize room revenue at the hotel
Based on supply and demand
Yield management allocates the right type of room to the right guest at the right price
Examines demand for rooms over a period of a few years and determines the demand for a particular room each night

20. Reservations Department is headed by the reservations manager
Desired outcome of the reservations department is to exceed guest expectations when they make reservations
Confirmed reservations are made with sufficient time for a confirmation slip to be returned to the client
Guaranteed reservations are given when the person making the reservation wishes to ensure that the reservation will be held

21. Communications CBX or PBX
Management of in-house, guest communications, and emergency center
Profit center: Hotels generally add a 50% charge to all long-distance calls placed from guest rooms

22. Guest/Uniformed Services
Uniformed staff is headed by a guest services manager
Consists of door attendants, bell persons, and the concierge

23. Concierge Elevates property’s marketable value
Typically in a luxury hotel
Handles guest needs
Should have knowledge of the city
Many speak several languages
Assists guests with restaurant reservations, directions, tickets to shows, etc.

24. Housekeeping Largest department in terms of people
Executive Housekeeper duties:
Leadership of people, equipment, and supplies
Cleanliness and servicing the guest rooms and public areas
Operating the department according to financial guidelines
Keeping records

25. Security and Loss Prevention
Providing guest safety and loss prevention
Includes:
Security officers
Equipment (i.e., smoke alarms, key cards, etc.)
Safety procedures
Identification procedures

26. Trends Diversity of workforce Increase in use of technology
Continued quest for increases in productivity
Increasing use of revenue management
Greening of hotels and guest rooms
Security
Diversity of the guest
Compliance of the ADA
Use of websites
In-room technology

27. Chapter 1 Key Terms / Thoughts
Front of the House
Back of the House
Moments of Truth
Service is Intangible
Inseparability of product and service
Perishable Product
Guests not customers
Empowerment
NRA

28. Chapter 2 Key Terms / Thoughts
Railway / Car / Cruise /Air Developments
Cruise Markets
Southwest and Jet Blue impact on big carriers
Load Factor
Hub and Spoke System
Support ___% of Global Workforce
Travel Agent / Tour Operators
WTO

29. Chapter 3 Key Terms / Thoughts
AAA and Mobil Ratings
Hotels classifications
Airport / Resort / Casino
Company recieves a fee, % of gross sales and / or net profit
Bed and Breakfast
Largest hotel in the world?
Purchase a condominium for blocks of time
Franchising / Partnership
CFHLA

30. Chapter 4 Key Terms / Thoughts
Executive Committee members
GM Personal Characteristics
Average Daily Rate
Occupancy Percentage
Revenue Management
Yield Management
Confirmed reservations
Guaranteed reservations

31. The End