introduction to hospitality
fifth edition
john r. walker
Chapter 4: Rooms Division Operations
Chapter 4 Rooms Division Operations
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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
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Chapter 4 Rooms Division Operations
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Revenue and Yield Management
Reservations
Communications CBX or PBX
Guest Services/Uniformed Services
Concierge
Housekeeping
Security/Loss Prevention
Trends
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Functions of a Hotel
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Provide lodging accommodations
Revenue centers
Cost centers
Serve and enrich society
Create profit for the owners
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Role of a General Manager
• Provide owners with a reasonable return
on investment
• Keep guests and employees happy
• Responsible for performance of hotel and
employees
• Accountable for the hotel’s level of
profitability
• Personal Qualities
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Executive Committee
• Makes all the major decisions affecting
the hotel
• Made up of key associates who head
major departments:
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General Manager
Director of Human Resources
Director of Food & Beverage
Director of Rooms Division
Director of Marketing & Sales
Director of Engineering
Director of Accounting
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Figure 4-1 Executive Committee
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Rooms Division
• Departments:
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Front office
Reservations
Housekeeping
Concierge / Bellman
Guest services
Security
Communications
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Figure 4-3 Guest Cycle
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Front Office
• Front Office Manager: Enhance guest
services by developing to exceed guest
needs
• Guest Service Associate: Greet guests
as they arrive at the hotel, escort them to
the front desk, personally allocate the
room, and take the guest and luggage to
the room
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Front Office
• The hub or nerve center of the hotel
• Responsibilities:
– To sell and up-sell rooms
– To maintain balanced guest accounts
– To offer services such as handling mail,
faxes, messages, and local and hotel
information
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Night Auditor
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Posts charges
Closes the books on a daily basis
Balances guest accounts
Completes daily reports using the
statistics on the following slides
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Hotel Statistics
• Occupancy Statistics:
– Percentage of Occupancy =
Rooms Occupied
Total Rooms Available
• Revenue Statistics:
– Average Daily Room Rate (ADR) =
Total Rooms Revenue
Total Number of Rooms Sold
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Property Management Systems
• Center of information processing
• Relates to front and back office activities
• Examples of applications:
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Room management
Guest accounting
Check in services
Information sharing
Internet access
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Energy Management Systems
• Extends guest in-room comfort
• Examples:
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Passive infrared motion sensors
Room occupancy status reporting
Automatic lighting controls
Minibar access reporting
Smoke detector alarm reporting
Central electronic lock control
Guest control amenities
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Call Accounting Systems
• Tracks guest room phone charges
• Monitors where calls are made from and
from which phones
• CAS works in conjunction with PBX
(telephone) and PMS
• Offers different rates
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
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
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Figure 4–6: The Sequence and Relationships of a
Hotel Guest Reservation
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Revenue and Yield Management
• Revenue management is used to maximize
room revenue at the hotel
– Based on supply and demand
• Yield management allocates the right type of
room to the right guest at the right price
– Examines demand for rooms over a period of a few
years and determines the demand for a particular
room each night
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
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
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Communications CBX or PBX
• Management of in-house, guest
communications, and emergency center
• Profit center: Hotels generally add a 50%
charge to all long-distance calls placed
from guest rooms
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Guest/Uniformed Services
• Uniformed staff is headed by a guest
services manager
• Consists of door attendants, bell persons,
and the concierge
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Concierge
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Elevates property’s marketable value
Typically in a luxury hotel
Handles guest needs
Should have knowledge of the city
Many speak several languages
Assists guests with restaurant
reservations, directions, tickets to shows,
etc.
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
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
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
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
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Trends
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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
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Chapter 1
Key Terms / Thoughts
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Front of the House
Back of the House
Moments of Truth
Service is Intangible
Inseparability of product and service
Perishable Product
Guests not customers
Empowerment
NRA
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Chapter 2
Key Terms / Thoughts
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Railway / Car / Cruise /Air Developments
Cruise Markets
Southwest and Jet Blue impact on big carriers
Load Factor
Hub and Spoke System
Support ___% of Global Workforce
Travel Agent / Tour Operators
WTO
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Chapter 3
Key Terms / Thoughts
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AAA and Mobil Ratings
Hotels classifications
Airport / Resort / Casino
Company recieves a fee, % of gross sales and / or net
profit
Bed and Breakfast
Largest hotel in the world?
Purchase a condominium for blocks of time
Franchising / Partnership
CFHLA
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
Chapter 4
Key Terms / Thoughts
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Executive Committee members
GM Personal Characteristics
Average Daily Rate
Occupancy Percentage
Revenue Management
Yield Management
Confirmed reservations
Guaranteed reservations
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
The End
Introduction to Hospitality
Fifth Edition
John Walker
Copyright ©2009 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458
All rights reserved.
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Chapter 5