Professional Documents
Culture Documents
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Hotel Functions of a hotel
E Rooms Division Operation
R
Provide lodging accommodations
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Revenue centers
Cost centers
http://www.iseek.org/sv/Careers?id=13000:100102
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Front Desk /
Cashier Uniformed service
PMS
Night auditor
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Source: Hospitality Advisors - Hotel Flash Report Source: Hospitality Advisors - Hotel Flash Report
Game
x
Occupied Available Occupancy % ADR $ Revenue
Rooms Rooms =
13,950 18,476 75.5% $62 $864,900
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Provides the tools a hotel staff needs for doing their day-to-day jobs
• handling reservations
• checking guests in and out
• assigning rooms and managing room inventory
• accommodating in-house guest needs
• handling accounting and billing
http://www.micros-fidelio.co.uk/products/opera/pms/
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Person making reservation Room rate • Guaranteed reservations are given when the person
Reservation type making the reservation wishes to ensure that the
Number in party
reservation will be held (hold by credit card / deposit, billed even
Special requirements Guarantee method if no-show)
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Bell persons (Escort guests to their rooms, Transport luggage Stop by the Guest Services desk.
read the logbook, Daily Revenue report, memos/mail.
Concierge
Go to office
review reports, memos and mail, check & respond email
http://www.iseek.org/sv/Careers?id=13000:100015
Concierge Housekeeping
Elevates property’s marketable value
Largest department (# people)
Typically in a luxury hotel
Executive keeper’s duties
Handles guest needs
Leadership (people, equipment, supplies)
Should have knowledge of the city Cleanliness & servicing (guest rooms, public
areas)
Many speak several languages
Operating the department according to
Assists guests with restaurant reservations, directions, financial guidelines
Keeping records
tickets to shows, etc.
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In-House Laundry
Advantages:
Before After
24-hour service
Example:
Kris Lee
Halekulani Hotel Security staff
Daily operations Kris’s concept of security is “If you can’t see it,
key card control, access and exit from the property
you can’t protect it.”
Medium range concerns That’s why security staff are constantly on the
Advanced planning for VIP arrivals,
Functions involving high levels of activity (parking, exhibits,
move, covering areas inaccessible to camera
deliveries, etc.). surveillance, or where presence is believed
to be important to guests.
Long range procedures
financial investments, budgeting for capital investment
(refurbishing rooms, etc.).
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Front Desk /
Cashier Uniformed service
PMS
Night auditor
Trends Recap
Diversity of workforce Security 1. Which departments are under Rooms Division?
Increase in use of technology Diversity of the guest Front Office, Reservations, Concierge,
Continued quest for increases in Compliance of the ADA Guest services, Security, Communications,
productivity Use of websites Housekeeping
Increasing use of revenue In-room technology
management
Greening of hotels / guest rooms * Understand the function & importance of each department
b. Yield Management
i. Upselling
How are these hotel statistics related?
ii. Reservations
iii. Sales
iv. Setting rate
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Sustainable initiatives
Recycle
Reusable bags
Hybrid car
Conserve energy
Buy Local, In-Season and Organic
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