4-Introductions-to-Hotel-Rooms-Division.pptx

Hospitality Management

1. Introduction to Hotel Rooms Division

2. After studying this section you will be able to: Discuss what rooms division is; Enumerate and explain the areas of the rooms division and Discuss the functions of a room division manager

3. The Rooms Division

4. Rooms Division The Room Division is composed of departments and functions, which play essential roles in providing the service guests expect during a hotel stay . It is the area that is most responsible to the hotel’s main product “the sleeping rooms”

5. Areas of the Rooms Division

6. Front Office Reservation Housekeeping Night Audit Loss Prevention Security Department

7. Front Office Nerve center of hotel operation Guests makes first contact with Front office Department First Place that can make guest develop an impression about the level of service standard facilities. Usually generates the greatest amount of revenue through room sales

8. Front Office is composed of two areas: Front Desk Uniform Services The front desk and the uniform services who reports directly to the Front Office Manager

9. 1) Front Desk The First and is often last points of contact with a hotel guest This is also called as the “hub” or command center” of the rooms division because so much information is funneled through it. The following are some of the functions and activities of the front desk. Check in the guest on arrival Processes guest’s financial transactions Organize services during a guest’s stay Perform guest’s check out

10. 2) Uniform Services Sometimes referred to as guest services, this section encompasses the areas within the front office other than that of the front desk.

11. The Following are the areas within this section :

12. PBX- Private Branch Exchange is a telephone system within an enterprise that switches calls between enterprise users on local lines while allowing all users to share a certain number of external phone lines . Manages the communications into and out of the hotel

13. 2) Bell stand/Bell Boy Assists guests to and from their rooms   is a porter or person in hotels who assists customers with their luggage and with other basic errands and tasks. A person who takes your luggage up to your room in a hotel is an example of a  bellboy .

14. Valet Parking/Garage Manages the guests’ automobiles

15. Concierge Serves as the guests’ liaison with both hotel and non hotel services Making reservations for dining in famous restaurant Personal helper of VIP Provide latest information of events Arranging tours, limousines and entertainment ticket.

16. Doorperson Assists guests upon entering the hotel premises.

17. Back Office This is actually located directly behind the front office together with the reservations department The staffs under back office are responsible in liaising with guests by other means that the front office is doing, like over the phone or written communication.

18. The following are some of the tasks of the back office section: Reservation (booking and maintenance) Guest correspondence Generation of Reports Receiving calls Transferring calls to the right department/person

19. Reservation This is also called as transient room sales A potential guest contacts a hotel for availability of the desired type of accommodation and any allied services that the hotel offers.

20. Housekeeping This is in charge of keeping the hotel premises always clean in order and is acceptable to the taste of discriminating guest. This is very important in rooms division since they are the one directly connecting with the front office and ensuring that the hotel’s main product, the rooms are ready for sale

21. The Night Audit Led by the Night Audit Manager and supported by anywhere from two to five auditors , this is the department/ area that reconciles the hotel’s daily financial transactions and other activities for reporting purposes.

22. The Loss Prevention/Security Department The main task of this is the safety and security of the hotel guests and of course, the employees

23. The Rooms Division Manager

24. Rooms Division Manager was called before as the Resident Manager of a hotel. Below are some of the Functions of the Rooms Division Manager: Manages areas of the hotel rooms division Supervise employees engaged in the operation of the front areas of the hotel.

25. Below are some of the Functions of the Rooms Division Manager: 3. Ensure proper staffing, purchasing, and budgeting 4. Maintain open communications with other divisions and within his division

26. Below are some of the Functions of the Rooms Division Manager: 5. Monitor availability controls 6. Develop monthly plans.

27. Department Heads of the Rooms Division

28. Front Office Manager Department Head and responsible for a large portion of the most visible aspects of a hotel’s daily operations. Oversees the functions and performances of the front desk and the uniform services

29. Under the Front Office Manager are the following:

30. Front Desk Manager Responsible for the daily operation of the front desk and closely communicate with housekeeping Front Desk Supervisor Ensures quality and efficiency of the front office activities while supervising the works of the front desk staff.

31. Front Desk Agent Ensures efficient guest check in and check out Bell Captain Directs and Supervises the bell staff Bell Staff Assists guests to the front desk, to their rooms and out of their rooms (checkout)

32. Doorperson Greet and assists guests arriving at the hotel. Valet Supervisor Also called as Garage Supervisor; supervises the valet parking and parking garage staff. Parking Attendant Park, care and retrieve guest’s vehicle.

33. PBX Supervisor Closely monitors the hotel switchboard and his/her staffs PBX Operator Ensures smooth flow of internal and external hotel communications Concierge Manager Monitor and manage staff in provision of assistance to guests with any request.

34. Director of Services This department head can be viewed as the “behind the scenes” This is a vital role that interaction with the front office manager is significant for a smooth flow of hotel operations

35. The Following shows the people reporting to the Director of Services

36. Executive Housekeeper Responsible for the daily operation of the housekeeping department and closely coordinate with the front desk Assistant Executive Housekeeper Ensures quality and efficiency of housekeeping activities (guest rooms cleaned and other areas to be maintained) while supervising the works of the housekeeping staffs.

37. Senior Housekeeper Ensures standards of cleanliness are maintained and work closely with housekeepers.

38. Room Attendants Clean and prepare guest rooms.

39. House persons Assists room attendants through provision of supplies such as linens, towels and amenities.

40. Laundry Manager Responsible in supervising, monitoring and managing the internal laundry operation of the hotel.

41. Linen Attendant Monitor and ensure that there is adequate supply of linen and towels.

42. Tailor/Seamstress Ensures that employee uniforms are properly coordinated with and repair linens when needed.