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Rooms Division Operations - Introduction to Hospitality Management | HFT 3003, Study notes of Hospitality and Tourism

CHAPTER 6- ROOMS DIVISION OPERATIONS Material Type: Notes; Professor: Ricci; Class: Intro to Hospitality Mgmt; Subject: Hospitality & Tourism Mgmt; University: Florida Atlantic University; Term: Summer 2014;

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2013/2014

Uploaded on 10/17/2014

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Download Rooms Division Operations - Introduction to Hospitality Management | HFT 3003 and more Study notes Hospitality and Tourism in PDF only on Docsity! Rooms Division Operations Chapter 6 ALWAYS LEARNING PEARSON Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker © 2013 by Pearson Higher Education, Inc Upper Saddle River, New Jersey 07458 • All Rights Reserved Functions and Departments of a Hotel • The primary function of a hotel is to provide lodging accommodations • A hotel is comprised of several business or revenue centers. • Hotels exist to provide service and to generate a profit for the owners Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker © 2013 by Pearson Higher Education, Inc Upper Saddle River, New Jersey 07458 • All Rights Reserved Role of the Hotel General Manager • The hotel General Manager has a multitude of responsibilities. He/she must ensure a reasonable return on investment, keep guests satisfied, and keep employees happy. • Larger hotels can be more impersonal. Here, the general manager may only meet and greet a few VIPs. In the smaller property, it is easier— though no less important—for the GM to become acquainted with guests to ensure that their stay is memorable and to secure their return. Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker © 2013 by Pearson Higher Education, Inc Upper Saddle River, New Jersey 07458 • All Rights Reserved Role of the Hotel General Manager • The GM is ultimately responsible for the performance of the hotel and the employees. The GM is the leader of the hotel. As such, she or he is held accountable for the hotel’s level of profitability by the corporation or owners. • Effective GMs hire the best people and set the tone, a structure of excellence. Progressive general managers empower associates to do anything legal to delight the guest. Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker © 2013 by Pearson Higher Education, Inc Upper Saddle River, New Jersey 07458 • All Rights Reserved The Executive Committee • The Executive Committee is comprised of key managers of the hotel. Typical members of the Executive Committee would be directors of the following departments: human resources, food and beverage, rooms division, marketing and sales, engineering, and accounting. • Executive Committee meetings usually last 1 to 2 hours, once a week. Typical topics of discussion will focus on occupancy %, Total Quality Management, forecasts, guest and employee satisfaction, training, etc. Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker © 2013 by Pearson Higher Education, Inc Upper Saddle River, New Jersey 07458 • All Rights Reserved Departments – Front Office • The main duty of the Front Office manager is to enhance guest service by developing services to meet guest’s needs. He/she supervises Guest Service Associates (GSAs), who interact directly with the guest during check-in, check out, etc. • Often, the front office is described as the hub or nerve center of the hotel. The guest relies on the desk for information and service throughout his/her stay. Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker © 2013 by Pearson Higher Education, Inc Upper Saddle River, New Jersey 07458 • All Rights Reserved The Guest Cycle – Figure 3-3 Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker © 2013 by Pearson Higher Education, Inc Upper Saddle River, New Jersey 07458 • All Rights Reserved Departments – Front Office • The main functions of the front office are: (a) to sell rooms, (b) to maintain balanced accounts, (c) to offer services such as handling mail, faxes, messages, and local and hotel information. • In selling rooms, the front office attempts to achieve 100% occupancy. • Upselling and Yield Management can help increase room sales. The interaction of supply and demand also impacts the ability to sell rooms. Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker © 2013 by Pearson Higher Education, Inc Upper Saddle River, New Jersey 07458 • All Rights Reserved Departments – Night Auditor • The Average Daily Rate (ADR) is, together with the occupancy percentage, one of the key operating ratios that indicates the hotel’s performance. • ADR is calculated by dividing the total of rooms revenue by the total number of rooms sold. Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker © 2013 by Pearson Higher Education, Inc Upper Saddle River, New Jersey 07458 • All Rights Reserved Revenue Management • Revenue management is used to maximize room revenue at the hotel. It is based on the economics of supply and demand, which means that prices rise when demand is strong and drop when demand is weak. • Although management would like to sell every room at the highest rack rate, this is not possible. Conventions, groups, and organizations are often granted a reduced room rate as an incentive to stay at a particular property. Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker © 2013 by Pearson Higher Education, Inc Upper Saddle River, New Jersey 07458 • All Rights Reserved Revenue Management • What revenue management does is allocate the right type of room to the right guest at the right price so as to maximize revenue per available room. • The purpose of revenue management is to maximize revenue and increase profitability Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker © 2013 by Pearson Higher Education, Inc Upper Saddle River, New Jersey 07458 • All Rights Reserved Revenue Management • Energy management systems can reduce energy consumption by switching off when the guest is out of the room. • They also can keep tabs on room occupancy, lighting, minibar, smoke detectors, locks, and guest amenities. • Call accounting systems (CAS) are systems that can track guest room phone charges working in conjunction with PBX and PMS and offer different rates for guest calls. Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker © 2013 by Pearson Higher Education, Inc Upper Saddle River, New Jersey 07458 • All Rights Reserved Revenue Management • Global distribution systems are 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). • With such a system, hotels can avoid overselling rooms by too large a margin. A CRS can also provide yield management information for a hotel. Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker © 2013 by Pearson Higher Education, Inc Upper Saddle River, New Jersey 07458 • All Rights Reserved Billing Guests • Billing guests has become much easier with the aid of computers. • PMSs aid large hotels to make faster transactions and provide a more efficient service to their guests. • These systems help the hospitality associates bill their guests within seconds. Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker © 2013 by Pearson Higher Education, Inc Upper Saddle River, New Jersey 07458 • All Rights Reserved Reservations • The corporate central reservations system interfaces with hotel inventory and allows reservations by individual hotel reservations personnel. • Once a reservation has been made, the room is immediately deducted from the inventory of rooms for the duration of the guest’s stay. Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker © 2013 by Pearson Higher Education, Inc Upper Saddle River, New Jersey 07458 • All Rights Reserved Communications CBX or PBX • The CBX or PBX includes in-house communications, guest communications, voice mail, messages, and emergency centers. • It is a profit center for the hotel because hotels generally add a fee of 50% to all long distance calls and may charge fees as high as $1.25 for local calls. Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker © 2013 by Pearson Higher Education, Inc Upper Saddle River, New Jersey 07458 • All Rights Reserved Guest Services/Uniformed Services • The guest service staff has the unique opportunity to make or break that first image of the hotel and the experience the guest will have. • Door attendants greet guests, assist with the opening and closing of doors, handling luggage, and providing information. • The bell person is responsible for escorting the guests and transporting luggage to their rooms. He/she must have knowledge about the area as well as the hotel and its services. Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker © 2013 by Pearson Higher Education, Inc Upper Saddle River, New Jersey 07458 • All Rights Reserved Green Hotel Initiatives • This sub-department generally reports to the executive housekeeper. Environmentally conscious companies are helping to avoid environmental degradation and are saving money while being good corporate citizens. • Ecoefficiency, also generally termed green, is based on the concept of creating more goods and services while using fewer resources and creating less waste and pollution. Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker © 2013 by Pearson Higher Education, Inc Upper Saddle River, New Jersey 07458 • All Rights Reserved Security/Loss Prevention • Hotels are responsible for the safety of their guests. Protection of guests and their property is a key element of hotel operations. • Security/loss division is responsible for maintaining security alarm systems and implementing procedures aimed at protecting property of guests, employees, and the hotel itself. Introduction to Hospitality, 6e and Introduction to Hospitality Management, 4e - Walker © 2013 by Pearson Higher Education, Inc Upper Saddle River, New Jersey 07458 • All Rights Reserved Trends • Some trends include diversity in workforce, increases in use of technology, continued quest for increases in productivity, revenue management, greening of hotels, security, diversity of guests, ADA compliance, web sites, and in-room technology
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