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Chapter 5

Rooms Division Operations

Introduction to Hospitality, Fourth Edition
John Walker

©2006 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458

After Reading and Studying This
Chapter, You Should Be Able to:

Outline the duties and responsibilities of key
executives and department heads
Draw an organizational chart of the rooms
division of a hotel and identify the executive
committee members
Describe the main functions of the rooms
division department

Introduction to Hospitality, Fourth Edition
John Walker

©2006 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458

After Reading and Studying This
Chapter, You Should Be Able to:

Describe property management systems and
discuss yield management
Calculate occupancy percentages, average daily
rates and actual percentage of potential rooms
revenue
Outline the importance of the reservations and
guest services functions
List the complexities and challenges of the
concierge, housekeeping and security/loss
prevention departments

Introduction to Hospitality, Fourth Edition
John Walker

©2006 Pearson Education, Inc.
Pearson Prentice Hall
Upper Saddle River, NJ 07458

NJ 07458 . Pearson Prentice Hall Upper Saddle River.Functions of a Hotel      Lodging accommodations Revenue centers Cost centers Serve and enrich society Profit for the owners Introduction to Hospitality. Fourth Edition John Walker ©2006 Pearson Education. Inc.

Role of a General Manager Chief Operating Officer (COO)  Ensuring highest level of associate and guest service  Overseeing and coordinating operations  Increasing profitability  Introduction to Hospitality. NJ 07458 . Pearson Prentice Hall Upper Saddle River. Inc. Fourth Edition John Walker ©2006 Pearson Education.

Qualities of Successful Hospitality Leaders       Leadership Attention to detail Follow-through People skills Patience Ability to delegate effectively Introduction to Hospitality. Inc. Pearson Prentice Hall Upper Saddle River. Fourth Edition John Walker ©2006 Pearson Education. NJ 07458 .

Fourth Edition John Walker ©2006 Pearson Education. Inc. NJ 07458 . Pearson Prentice Hall Upper Saddle River.Executive Committee        General Manager Director of Human Resources Director of Food and Beverage Director of Rooms Division Director of Marketing and Sales Director of Engineering Director of Accounting Introduction to Hospitality.

Figure 5-1 Executive Committee Chart Introduction to Hospitality. NJ 07458 . Fourth Edition John Walker ©2006 Pearson Education. Inc. Pearson Prentice Hall Upper Saddle River.

Rooms Division        Front office Reservations Housekeeping Concierge Guest services Security Communications Introduction to Hospitality. Pearson Prentice Hall Upper Saddle River. NJ 07458 . Inc. Fourth Edition John Walker ©2006 Pearson Education.

Inc. Fourth Edition John Walker ©2006 Pearson Education. NJ 07458 . Pearson Prentice Hall Upper Saddle River.Figure 5-2 Room Division Organizational Chart Introduction to Hospitality.

Pearson Prentice Hall Upper Saddle River. Fourth Edition John Walker ©2006 Pearson Education. NJ 07458 .Front Office Manager (FOM)    Enhance guest services Ensure the desired percentage of each market segment is achieved Make and exceed budget forecasts Introduction to Hospitality. Inc.

Inc. Pearson Prentice Hall Upper Saddle River. Introduction to Hospitality.Basic Functions of the Front Office         Review previous night’s occupancy/ADR Review arrivals/departures/VIP rooms Staffing adjustments/scheduling Look over Market Mix Meet with lead GSA’s Sell rooms Maintain balanced guest accounts Offer services such as faxes. messages. etc. Fourth Edition John Walker ©2006 Pearson Education. NJ 07458 . mail.

Inc.Figure 5-3 The Guest Cycle Introduction to Hospitality. Pearson Prentice Hall Upper Saddle River. Fourth Edition John Walker ©2006 Pearson Education. NJ 07458 .

Duties of a Guest Service Agent  Guest Service Agent  7:00 am . Inc.3:00 pm shift      Check-outs Guest inquiries Room changes Work with housekeeping 3:00 pm . NJ 07458 . Pearson Prentice Hall Upper Saddle River.11:00 pm shift   Check-ins Reservations Introduction to Hospitality. Fourth Edition John Walker ©2006 Pearson Education.

NJ 07458 . Pearson Prentice Hall Upper Saddle River. Fourth Edition John Walker ©2006 Pearson Education. Inc.Night Auditor     Posts charges Closes the books on a daily basis Balances guest accounts Completes daily report Introduction to Hospitality.

Fourth Edition John Walker ©2006 Pearson Education. Pearson Prentice Hall Upper Saddle River. Inc. NJ 07458 .Night Audit Process in Simple Terms     Add yesterday’s closing balance of accounts owed by guests Less payments received today against accounts Plus all charges made today to guests’ account Equals day’s closing balance of accounts owed by guest Introduction to Hospitality.

Pearson Prentice Hall Upper Saddle River. Inc. Fourth Edition John Walker ©2006 Pearson Education.Different Room Rates        Rack rate Corporate Government Entertainment cards AAA Group rates AARP Introduction to Hospitality. NJ 07458 .

Pearson Prentice Hall Upper Saddle River.Hotel Occupancy Statistics  Occupancy Statistics  Percentage of occupancy = Rooms Occupied Total Rooms Available Introduction to Hospitality. Inc. NJ 07458 . Fourth Edition John Walker ©2006 Pearson Education.

Hotel Occupancy Statistics  Occupancy Statistics (cont. Pearson Prentice Hall Upper Saddle River. Inc.# of Rooms Occupied # of Double Occupied Rooms Introduction to Hospitality.)  Double/Multiple Occupancy Percentage = Total # of Guests . Fourth Edition John Walker ©2006 Pearson Education. NJ 07458 .

Pearson Prentice Hall Upper Saddle River. NJ 07458 . Inc.Hotel Revenue Statistics  Revenue Statistics  Average Daily Room Rate (ADR) = Total Rooms Revenue Total Number of Rooms Sold Introduction to Hospitality. Fourth Edition John Walker ©2006 Pearson Education.

Pearson Prentice Hall Upper Saddle River. Inc. NJ 07458 .Property Management Systems (PMS)  PMS  Computer-based applications     Reservations management Rooms management Guest account management General management Introduction to Hospitality. Fourth Edition John Walker ©2006 Pearson Education.

Pearson Prentice Hall Upper Saddle River. Fourth Edition John Walker ©2006 Pearson Education. Inc. NJ 07458 .Yield Management    Increases room revenue by using demandforecasting technique Based on the economics of supply and demand Pricing is based on    Trends of demand Type of room to be occupied Rev Par = Dividing room revenue by number of rooms available Introduction to Hospitality.

Reservations      Internet First area of guest contact A sales position Telephone skills Central Reservations System (CRS) Introduction to Hospitality. Pearson Prentice Hall Upper Saddle River. Inc. Fourth Edition John Walker ©2006 Pearson Education. NJ 07458 .

Reservation Definitions      Confirmed reservation Guaranteed reservation Advance deposit/advance payment No show 6 pm release Introduction to Hospitality. NJ 07458 . Pearson Prentice Hall Upper Saddle River. Inc. Fourth Edition John Walker ©2006 Pearson Education.

Pearson Prentice Hall Upper Saddle River. Fourth Edition John Walker ©2006 Pearson Education. NJ 07458 .Typical Reservation Rcreen Introduction to Hospitality. Inc.

Pearson Prentice Hall Upper Saddle River.Communications or PBX    Public Branch Exchange Profit center Includes many types of communication     Faxes Messages Pagers and radios Emergency center Introduction to Hospitality. NJ 07458 . Fourth Edition John Walker ©2006 Pearson Education. Inc.

Guest Services Uniformed Service  Uniformed Service   Bell Captain or Guest Services Manager Door attendants   Hotel’s unofficial greeters Bell persons   Escort guests to their rooms Transport luggage Introduction to Hospitality. NJ 07458 . Pearson Prentice Hall Upper Saddle River. Inc. Fourth Edition John Walker ©2006 Pearson Education.

Inc.Concierge       Part of guest/uniformed services Elevate properties marketable value Typically in a luxury hotel Unique requests Knowledge of city Several languages preferred Introduction to Hospitality. Pearson Prentice Hall Upper Saddle River. Fourth Edition John Walker ©2006 Pearson Education. NJ 07458 .

NJ 07458 . Fourth Edition John Walker ©2006 Pearson Education.Housekeeping    Largest department in terms of people Executive Housekeeper Cleanliness is the key to success Introduction to Hospitality. Inc. Pearson Prentice Hall Upper Saddle River.

equipment and supplies Cleanliness and servicing the guest rooms and public areas Operating the department according to financial guidelines Keeping records Introduction to Hospitality. Inc. Pearson Prentice Hall Upper Saddle River.Duties of the Executive Housekeeper     Leadership of people. NJ 07458 . Fourth Edition John Walker ©2006 Pearson Education.

NJ 07458 . Fourth Edition John Walker ©2006 Pearson Education. Inc. Pearson Prentice Hall Upper Saddle River.Figure 5-9 Housekeeping Personnel Introduction to Hospitality.

Checks out that day SS – Stay-over XX .Breaking the House Down      Assignment of sections for cleaning SC . Pearson Prentice Hall Upper Saddle River. Inc. Fourth Edition John Walker ©2006 Pearson Education. NJ 07458 .Out of order Based on standard of rooms cleaned per day by each housekeeper Introduction to Hospitality.

Inc. Fourth Edition John Walker ©2006 Pearson Education. Pearson Prentice Hall Upper Saddle River.Other Duties of Housekeeping      Turndown service Hotel laundry Laundry and dry cleaning for guests General hotel cleaning Linen room Introduction to Hospitality. NJ 07458 .

Pearson Prentice Hall Upper Saddle River.In-House Laundry  Advantages    24 hour anytime laundry service for guests Smaller par-stock of linen Full control over quality of laundered linen Introduction to Hospitality. Fourth Edition John Walker ©2006 Pearson Education. NJ 07458 . Inc.

Fourth Edition John Walker ©2006 Pearson Education.Contract Laundry Service  Advantages     No maintenance costs for equipment No labor costs for training/staffing Lower overhead costs of energy/water Fixed projected expense Introduction to Hospitality. NJ 07458 . Pearson Prentice Hall Upper Saddle River. Inc.

Fourth Edition John Walker ©2006 Pearson Education.Security and Loss Prevention  Providing guest safety and loss prevention       Security officers Equipment Keys Safety procedures Identification procedures ADA compliance Introduction to Hospitality. NJ 07458 . Inc. Pearson Prentice Hall Upper Saddle River.

NJ 07458 . Inc.Trends      Diversity of workforce Increase in use of technology Continued quest for increases in productivity Increasing use of yield management to increase profit by effective pricing of room inventory Greening of hotels and guest rooms Introduction to Hospitality. Fourth Edition John Walker ©2006 Pearson Education. Pearson Prentice Hall Upper Saddle River.

Pearson Prentice Hall Upper Saddle River.Trends     Security Diversity of the guest Compliance of the ADA Hotel companies are trying to persuade guests to book rooms via the company website instead of an internet broker Introduction to Hospitality. Fourth Edition John Walker ©2006 Pearson Education. Inc. NJ 07458 .