Hotel & Room Division Operation PDF

CHAPTER 3: HOTEL & ROOM DIVISION OPERATION  DEFINITION OF HOTEL An establishment whose primary business is providing a lodging facilities for the general public and which furnishes one or more of the following services; restaurant, room attendant, uniform service, laundering line...

CHAPTER 3: HOTEL & ROOM DIVISION OPERATION  DEFINITION OF HOTEL An establishment whose primary business is providing a lodging facilities for the general public and which furnishes one or more of the following services; restaurant, room attendant, uniform service, laundering linens, and use of fixtures and fittings. THE FUNCTIONS AND DEPARTMENTS OF A HOTEL To provide accommodation. run by General Manager and executive committee comprised of head of major departments; room divisions, food and beverage directors, marketing and sales director, human resources director, chief accountant, and chief engineer. MAJOR DEPARTMENTS IN HOTEL OPERATING DEPARTMENT (generate direct profit) FRONT-OF-THE-HOUSE: deal directly with guest. BACK-OF-THE-HOUSE: deal indirectly with guest. ADMINISTRATIVE DEPARTMENT (no generate direct profit) Support centers – assist the functioning of revenue centers. Examples: human resource (HR), accounting, engineering departments. OPERATIVE DEPT. ADMINISTRATIVE DEPT.  WHO USES HOTEL?? Incognito Leisure Conference Corporate Business GUEST VIP FIT GIT 1. INCOGNITO GUEST Guest who stays in a hotel with concealing identities to avoid notice and formal attention. 2. LEISURE TRAVELER Guests who travel to engage in leisure activities. 3. Corporate Business Traveler Guests who frequent bookings are usually made by enterprises at special room rates. Usually they travel to conduct business, or attend meetings. 4. Conference Participants Guests who stays in a hotel to attend conference and whose accommodation is usually reserved by him/herself, or organiser before their arrival. 5. FREE INDEPENDENT TRAVELER (FIT) Sometimes being refered as Foreign Independent Traveler. International guests who purchase their own accommodation and make their own travel arrangements. 6. GROUP INCLUSIVE TOURS (GITs) Guests who travel on package tours with accommodation and booked through travel agents. They have restrictions on their travel plans. 7. VERY IMPORTANT PERSONS (VIPs) Guests who consist of people with exclusive needs such as celebrity, frequent-stay guests, guest in expensive rooms, guest with security risks, and top executives from enterprises.  GENERAL MANAGER All departments are responsible to be reported to GM for the efficient and effective leadership and operations. ROLES: Provide leadership to management. Coordinate all departments’ work. Formulate hotel’s policies and strategies Meet financial, environmental and community responsibilities Responsible for overall performance of the hotel. MANAGEMENT STRUCTURE  to understand the structure of hotels in order to get an overview of how the organization fits together divided into several departments, each responsible for particular area of work. The larger the hotel is and the more facilities it offered, the more specialized the departments become.  ROOM DIVISION rooms division comprises two major departments, the front office and housekeeping, which are involved in the sales or services of rooms to guests MAIN FUNCTION OF FRONT OFFICE: To sell rooms To keep account and receive payment upon room sales. To provide information and service such as handling mails and deliver messages.  TELEPHONE DEPARTMENT (OPERATOR) Headed by telephone service manager The telephone supervisor and telephone operator process all incoming and outgoing calls through the hotel switchboard. Staff in this department possesses good language and communication skills. Provide general information over the phone Place calls, morning calls and wake-up calls. Control communication service among staffs (paging system) RESERVATION DEPARTMENT UNIFORMED SERVICES  HOUSEKEEPING DEPARTMENT A department who deals with cleaning activities in hotel. They are responsible for cleaning and maintaining cleanliness of guestrooms and public areas in a hotel. When the guest has checked-out from hotel, Front Office will inform the status of the room to housekeeping. Then, the housekeeping staff will make-up the room for the next guests.  TRENDS Diversity of workforce Increase use of technology Greening of hotels and guest rooms Diversity of guest Security – keyless entry Compliance with American Disabilities Act (ADA) Accessible Room Key-less entry