RDCC311 Preliminary Hotel Management PDF
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Summary
This document provides an overview of hotel management, focusing on the rooms division, front office, and housekeeping. Its content details various departments, functions, and processes within a hotel, including the role of the executive committee and the front office. It also touches on effective communication strategies between different departments.
Full Transcript
PRELIM COVERAGE Week 2 - Week 3 - Week 4 - Week 5 - ------------------------------- **ROOMS DIVISION MANAGEMENT** ------------------------------- ------------------------------------------ **FUNCTIONS AND DEPARTMENTS OF A HOTEL** ------------------------------------...
PRELIM COVERAGE Week 2 - Week 3 - Week 4 - Week 5 - ------------------------------- **ROOMS DIVISION MANAGEMENT** ------------------------------- ------------------------------------------ **FUNCTIONS AND DEPARTMENTS OF A HOTEL** ------------------------------------------ - - [Executive Committee] - - - - - - [Room Division Manager ] - [Duties of General Manager] - - - - - +-----------------------------------------------------------------------+ | A. | +-----------------------------------------------------------------------+ [Front Office] - - - - - [Reservations] - - - - [Housekeeping] - - - [Uniformed Services] - - - [Communication] - - - - - ---------------------------------- **FRONT OFFICE AND RESERVATION** ---------------------------------- [Front Office Department] - - [Tasks] - - - - - - [Front Office Manager] - - - - - - - - - - - - - ----------------------------------------------- **EFFECTIVE INTERDEPARTMENTAL COMMUNICATION** -----------------------------------------------  [Interdepartmental Communication] - [Some of the informations are:] - - - - - - - - - --------------------- **A. COMMON WORDS** --------------------- [Guest History] - [Transfers] - [Predicted House Count] - [Paid Outs ] - [Point of Sale Terminals] - --------------------------------------- **DEPARTMENTS THAT F.O COMMUNICATES** --------------------------------------- [Human Resources Management] - - [Controller] - - [Maintenance & Engineering Department] - [Security Department] - ----------------- **GUEST CYCLE** ----------------- [PRE-SALE PHASE] - [ARRIVAL & POINT OF SALE PHASE] - [POST SALE PHASE] - ----------------- **RESERVATION** ----------------- [Confirmed Reservations] - [Guaranteed Reservations] - - ------------------------- **RESERVATION PROCESS** ------------------------- [Stage 1: Identification of the source of business] - - - - The groups are differentiated from the FIT reservations based 1. 2. 3. [Stage 2: Communication with the Hotel] - [Stage 3: Formulation of the reservation request] - - [Stage 4: Reservation Acceptance] - - [Stage 5: Confirmation Notification] - - [Stage 6: Modification and pre arrival activity] - ------------------ **HOUSEKEEPING** ------------------ - - -  - ----------------- **DISCREPANCY** ----------------- - [Reasons] - - - - - - -------------------------------------- **DEPARTMENTS THAT HK COMMUNICATES** -------------------------------------- [Maintenance] - - [Human Resources] - -  [Food and Beverage] - - - [Sales and Marketing] - - [Accounting Office] - - - ------------------------------- **ROOM STATUS TERMINOLOGIES** ------------------------------- [OCC (Occupied)] - [Stayover ] - [On-Change] - [DND (Do Not Disturb)] - [Cleaning in progress] - [Sleep-out] - [On-Queue] - - [Skipper] - [Vacant & Ready] - [OOO (Out Of Order)] - - [OOS (Out Of Service)] - - - [LO (Lockout)] - [DNCO (Did not check out)] - [DO (Due Out)] - [CO (Check Out)] - [LC (Late Check out)] - [EC (Early Check in)] - [VC (Vacant and Clean)] - [VD (Vacant and Dirty)] - [VR (Vacant and Ready)] - ------------------------------ **ATTRIBUTES - HOUSEKEEPER** ------------------------------ [Executive Housekeeper] - - - - [HK Service Staff] - - - - --------------------------------------- **ORGANIZATION OF THE HK DEPARTMENT** --------------------------------------- - - - - - - - - - ----------------- **NIGHT AUDIT** ----------------- [The Night Auditor] - - - [End of Day] - --------------------- **OPERATING MODES** --------------------- [3 procedures] - - - ------------------------- **NIGHT AUDIT PROCESS** ------------------------- [The discovery abd correction of FO accounting errors] - - [The creation of accounting and management reports] - ---------------------------------- **DETAILED NIGHT AUDIT PROCESS** ---------------------------------- 1. - 2. - 3. - - 4. - 5. 6. 7. 8. 9. 10. - ------------------------------------------------ **3 WAYS TO SIMPLIFY THE NIGHT AUDIT PROCESS** ------------------------------------------------ - - - - - - -
