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Rooms Division

Rooms Division. Front Office Operations. An Overview of Rooms Division. Overview Rooms Division department is one of the main operational areas in hotel settings and its proper functioning is vital to the ongoing of business. Goal

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Rooms Division

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  1. Rooms Division Front Office Operations

  2. An Overview of Rooms Division Overview • Rooms Division department is one of the main operational areas in hotel settings and its proper functioning is vital to the ongoing of business. Goal • The goal of this lesson is to give a basic understanding of the rooms division department to the learners.

  3. Objective At the end of this lesson, learners will be able to: • Explain the roles of rooms division department in the hotels • Define the responsibilities of front office manager • Discuss the stressful working environment in the front desk, and coping strategies with that.

  4. The Rooms Division • Front Desk • Front Office – as organizations attempt to become more efficient, they have combined guest services that occur around the front of the hotel into the responsibility of the front office. • Valet, bellman, concierge, reservations, PBX • First Impression of the Property • 47% of leisure travelers complain here • 26% request a manager

  5. Front Office • Stressful Environment • Quick check-in/ quick check-out • How do hotels deal with the flow of these event? • Guest Complaints • Sold out? Referred to as walking guests. • Higher rate? Was different than quoted; was higher than the group rate.

  6. Typical Strategies • Stress Coping Strategies • Behavioral strategies • confrontation, escape, removal, avoidance, prevention • Cognitive strategies • Reappraisal, distraction, mental imagery, acceptance, wishful thinking

  7. Dealing with Guest Complaints • Empower the Front Desk Employees • How??? • Provide training – which types of training would be appropriate? Learn • Listen • Empathize • Ask • React • Notify

  8. Front Office Manager • Reviews Night Audit • Reviews arrivals and departures • Rooms controller • Set ups room blocks and VIP and other guarantees – Blocks rooms • Communicates with staff • Promotions, complaints, shift changes etc.

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