Chapter 3 Rooms Division Operations

1. Functions and Departments Role of the Hotel General Manager Executive Committee Rooms Division Property Management Systems Energy Management Systems Call Accounting Systems Guest Reservation Systems Chapter 3 Rooms Division Operations

2. Chapter 3 Rooms Division Operations • Revenue and Yield Management • Reservations • Communications CBX or PBX • Guest Services/Uniformed Services • Concierge • Housekeeping • Security/Loss Prevention • Trends

3. The 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. Each business center must be committed to quality and cooperation throughout the hotel operation. Hotels exist to provide service and to generate a profit for the owners.Hotels sell thousands of products and services every day.

4. Management Structure: • Management structure differs among larger, midscale, small hotel properties. The midscale and the smaller properties are less complex in their management structures than the larger ones. However, someone must be responsible for each of the key result areas that make the operation successful.

5. Role of a 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.

6. Role of a General Manager • General Managers with a democratic, situational, and participative leadership style are most likely to be successful. Sometimes, however, it is necessary to be autocratic. GMs should have strong abilities in the areas of leadership, attention to detail, follow-through, people skills, patience, and delegation.

7. 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.

8. Executive Committee meetings usually last 1 to 2 hours, once a week. Typical topics of discussion will focus on occupancy forecasts, Total Quality Management, guest and employee satisfaction, training, sales and marketing plans, major items of expenditures, renovations, ownership relations, Energy conservations, recycling, new legislation, profitability.

9. Senior Executives • Senior executives determine the character of the property and determine the goals and objectives for the hotel. If the hotel is a chain property, these goals and objectives must support the corporate mission.

10. The Executive Committee

11. Rooms Division • Departments: • Front office • Reservations • Housekeeping • Concierge • Guest services • Security • Communications

13. The room division director • The room division director is held responsible by general manager for the efficient and effective leadership and operations of all rooms divisions departments

14. Rooms Divisions • The Rooms Division is comprised of the front office, reservations, housekeeping, concierge, guest service, security, and communications. Main concerns of the department are financial performance, employee satisfaction, guest satisfaction, guest services, guest relations, security, and gift shop

15. The Guest Cycle

16. 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. (see list of typical responsibilities in your book).

17. The importance of Front Office • 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.

18. Night Auditor • Posts charges • Closes the books on a daily basis • Balances guest accounts • Completes daily reports using the statistics on the following slides

19. Guest Reservation Systems • Global distribution systems (GDS): 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) • Hotels provide rates and availability information to the CRO—usually by data communication lines

20. Figure 4–6: The Sequence and Relationships of a Hotel Guest Reservation

21. Reservations • Department is headed by the reservations manager • Desired outcome of the reservations department is to exceed guest expectations when they make reservations • Confirmed reservations are made with sufficient time for a confirmation slip to be returned to the client • Guaranteed reservations are given when the person making the reservation wishes to ensure that the reservation will be held

22. Concierge • Elevates property’s marketable value • Typically in a luxury hotel • Handles guest needs • Should have knowledge of the city • May speak several languages • Assists guests with restaurant reservations, directions, tickets to shows, etc.

23. Housekeeping • Largest department in terms of people • Executive Housekeeper duties: • Leadership of people, equipment, and supplies • Cleanliness and servicing the guest rooms and public areas • Operating the department according to financial guidelines • Keeping records

24. Security and Loss Prevention • Providing guest safety and loss prevention • Includes: • Security officers • Equipment (i.e., smoke alarms, key cards, etc.) • Safety procedures • Identification procedures

25. Trends • Diversity of workforce • Increase in use of technology • Continued quest for increases in productivity • Increasing use of revenue management • Greening of hotels and guest rooms • Security • Diversity of the guest • Compliance of the ADA • Use of websites • In-room technology