• Racking System:

• Old shelving system: Keeps track of each room

• Property Management System (PMS)
• Customer database solution for hotels.
• Selling the Property
• Making the Reservation in PMS
• Room Inventory
• Reservations Staff
• Reservations manager, sales agents
 Door Services
 Bell Services
 Parking and Transportation
 Information and Arrangements
◦ Concierge
• Greeting
• Check-In
• Registration
• Method of Payment
• Room Assignment
• Financial Tasks
• Guest Transactions: phone calls, minibar, movies, etc.
• Night Audit: daily transactions
• Checkout
• Bill Presentation
• Account Settlement
• Collecting Keys
• Processing Payment
• Updating Room Status
• Rooms Division needs to handle:
• Key Control
• Privacy
• Surveillance
• Safe Deposit Boxes
• Emergencies
• Pre-arrival Stage
• Arrival Stage
• Occupancy Stage
• Departure Stage
 Cleanliness and Sanitation
◦ Cleanliness: mildew, dust, etc.
◦ Sanitation: bed bugs, linens, etc.
 Guest Rooms
◦ Entering Guest Rooms: “housekeeping” , do not
disturb
◦ Cleaning Guest Rooms: clean 15-16/day, 18-25
minutes/room
 Empty trash, dust, clean mirrors, change sheets, make
beds, vacuum, clean bathroom, provide room supplies
◦ Reporting Problems
◦ Turndown Service: chocolate, roses, etc.
 Public Areas:
◦ Include hallways, stairs, lobby, lounges, public
restrooms, banquet halls, recreation areas.
 Laundry
◦ Washing and Drying
◦ Sorting
◦ Folding and Storing
◦ Care of Linens
◦ Inventory of Linens
 Contract Services
 In-House: done by employees of the hotel
◦ Advantages: they work there and have to follow the
hotel’s procedures
◦ Disadvantages: expensive to operate (laundry),
tough to fill positions with qualified staff
 Contract
◦ Advantages: might be more cost effective (laundry,
window washing, etc.)
◦ Disadvantages: security problems, poor quality, not
flexible
 Training
 Scheduling Staff
 Supplies and Equipment: inventory
 Room Status
 Contact with Front Office
◦ House Counts
◦ Room Status
◦ Security Concerns
◦ Guest Requests
 Create a word document that illustrates the
steps in the hotel guest cycle. Under each
step, identify 3-4 activities performed during
that stage.
◦ Pre-arrival
◦ Arrival
◦ Occupancy
◦ Departure
 Go to the R Drive, find the folder labeled
“Ingalls” and pull up the article entitled “Bed
Bugs Article”
 Read the article
 Find a story online in which a hotel customer
sued a hotel for bed bugs
 Summarize the story and explain how this
could have been prevented
 Find a Norwalk business that handles bed
bugs