CHAPTER 5

ROOMS DIVISION
DEPARTMENT
ROOMS DIVISION
 The room division manager is responsible to the general
manager for the efficient and effective leadership and
operation of all the room’s division departments. They
include concerns such as the following:
• Financial responsibility for rooms division

 Everything needed to make a room better.

 • Guest relations
 The guest relations will gives you more
experience in guest service. if you work in
guest relations, it will help you to understand
guest needs and otherwise you will know how
to give the good service to them.
 Guest relation is to complete the
requirements and need of a customer with an
excellent service to make them feel happy.
• Guest relation
• Security
• Employee satisfaction goals
Employee satisfaction is the terminology used to describe whether
employees are happy and contented and fulfilling their desires and needs at
work. Many measures purport that employee satisfaction is a factor in
employee motivation, employee goal achievement, and positive employee
morale in the workplace.
• Guest services

Hotels depend on guest service agents to

provide courteous and professional service to

guests who are checking into or out of the
facility and to offer assistance to guests as
needed during their stay. No formal education
beyond a high school diploma is required for
this job, though relevant programs are
available. On-the-job training and previous
customer service experience are the most
important qualities for most employers.
• Guest satisfaction goals
 Serving people is the foremost activity in hospitality, and being expertly

served is the reasonable expectation of your guests. How far you go to

create customer satisfaction determines the level of success for your
hospitality business. But customer satisfaction isn't just about service.
When the other elements that round out your guests' experience are
adequately addressed, customer satisfaction should be high.
 • Gift shop

 A gift shop or Souvenir gift shop  is a store

primarily selling souvenirs relating to a
particular topic or theme. The items sold often
include coffee mugs, stuffed animals, t-shirts, 
postcards, handmade collections and other
souvenirs. Gift shops are normally found in
areas visited by many tourists.
 The rooms division consists of the following
department.
Front office

Reservations

Housekeeping

Concierge

Guest service

Valet
A. FRONT OFFICE
The front office is considered the hub or nerve center of the
hotel. It is the department that makes a first impression on the
guest relies on throughout his or her stay for information and
service.

The front office operations consist of four primary activities that

are known in the lodging industry by the following terms.
 1. Check-in
Check-in refers to a process by which
people become guests in a lodging
establishment. Check-in takes place in a
reception area or front-desk. Here, guest
register are assigned accommodations and
pick up keys for these accommodation.
2. Information
The goal of the information activity in the hotel or motel
is to serve the special needs of guests and employees for
information about:

Guests

Goods and services

3. Check-out
Check-out refers to a process by which
guest terminate their status as guest of a
lodging establishment. The goal of
check-out activity in hotels, motels and
other lodging operations is to
accomplish this process. During check-
out guests surrender the keys, verify the
accuracy of their bills and settle their
accounts. Guest accounts may be settled
in two basic methods: by some form of
cash or by credit card.
FRONT OFFICE MANAGER
The front office manager is responsible for enhancing guest
services by constantly developing services to meet guest’s needs.
RESPONSIBILITIES
 DUTIES
 Check night clerk report
 Review previous night’s occupancy
 Review previous night’s average rate
 Look over market mix
 Check complimentary rooms
 Verify group rooms to be picked up for the next 30days
 Review arrival and departures for the day
 Review the VIP list and prepare pre-registration
 Arrange pre-registration for all arrivals
 Attend room’s divisions and operations meetings
 Review arrival and departure for the next day
 Make stating adjustments needed for arrivals and
departures
 Review scheduling (done weekly)
 Meet with lead GSAS (done daily)
n

Desk Clerk, Desk Attendant,

Receptionist or Rooms Agent
 Basic Functions:
Clerk handles rooming and cashiering duties.
Welcomes and registers arriving guests
Presents statements and collect payment
 Responsibilities:
Displays a friendly and professional manner in all
dealings with guests, patrons and other employees
Welcomes and registers hotel guests with an emphasis
on fulfilling their requests
Follows special handling and credit procedures
Is familiar with room availability for current and future
dates
Maximizes revenue and guest satisfaction by means of
selling techniques
Select and blocks rooms for arriving guests
Pre-registers individuals and groups
Assists in escorting VIP and returns guests to their
rooms
Work closely with concierge staff to handle guest by
telephone to ensure satisfaction
Check guest out according to set procedures
Exchanges foreign currency
Issues safety deposit boxes
Post charges to guests accounts
Reconciles all cashier transactions at the close shift
Coordinates and follows up with other departments to
handle guests special requirements
Handles and reports guests problems and complaints
-The night auditor waits until the hotel quiets down at
about 1:00 am and then begins the task of balancing the
guests accounts receivable. The other duties include the
following:
Responsibilities of The Night Auditor:
Post any charges that the evening shift was not able to
post
Pass discrepancies to shift managers in the morning
Run back-up reports so if the computer system fails the
hotel will up to date information to operate a manual
system
Reconcile point to sale and PMS (Property Management
System)
Complete and distribute the daily report
Determine areas of the hotel where theft could
potentially occur
Reservations
 The term reservation refers to an arrangement by
which lodging operators hold accommodations for
guests who will be arriving at some later time.
Sample Picture
 Goals of
Reservation
To provide assurance to prospective guests that
suitable accommodation will be available to them at a
specific price3 for a specific period
To ensure that the greatest number of rooms possible
are occupied each day and at that the rates charged for
those rooms are the highest possible
Reservation originate from a variety of
sources
Telephone to the some property
-Bullets
-Letter
-Cable
Corporate/ 1-800 numbers
Travel agents
The internet
Meeting planners
Tour operators
Referral from other company property
Airport representatives
Walk-in
SAMPLE PICTURES
Types of reservation
1. Confirmed reservation is a reservation made
with sufficient time for a confirmation slip to be
returned to the client by mail or fax.
2. Guaranteed reservation refers to a reservation
where the client pays for the first night prior to
his or her arrival.
3. Regular reservation or non guaranteed
Reservation is a type of reservation not paid in
advance and the room is held until a specified
time ( usually 6 P.M ) ON the date of arrival.
 Yield Management
• Yield management is the process of allocating
the right type of capacity to the right kind of
customer at the right price.
 Telephone Exchange

 The telephone exchange is the vital part of the

smooth running of the hotel, Guest often has their
first contact with the hotel by telephone
Guest Services/Uniformed Services
The guest service department or uniformed staff is headed by a
Guest services manager who may also happen to be the bell
captain. The staff consists of door attendants and bell person
and the concierge although in some hotels the concierge reports
directly to the front Office manager. People in the positions
usually receive gratuities or tips from guest for their services.
Door Attendant, Doorman or Door
Person
Door attendants are the
hotels unofficial greeters.
Because they have to
much guest contact they
need a pleasant outgoing
personality.
Responsibilities
Greet guest at the hotel front door
Assist in opening/closing automoblie doors
Remove luggage from the trunk
Hailing taxis
Keeping the hotel entrance clear of vehicles
Give guest information about the hotel and
the local area in courteous and friendly way
Bellman or Bell person
Basic Functions
Handles guest’s luggage
Escorts guests to their
rooms
Provide information on
hotel services and room
amenities
Maintains the guest
luggage storage area
 Concierge
The concierge is a
uniformed employee of the
hotel who has her or his
own separate desk in the
lobby or an special
concierge floors. The
concierge is a separate
department from the front
office room clerks and
cashiers.
The housekeeping department is
responsible for the cleanliness,
appearance and condition of the
entire hotel
 Executive Housekeeper
Function
Responsible for maintaining a smooth and
efficient flow of operations of the
housekeeping department.

Responsibility
Establish goals of his department.
Executive Housekeeper
Checkers or Supervisor
Basic Function
Direct and control rooms keeping
activities

Ensure conformity to prescribed rooms

keeping standards and policies
Responsibilities
Conducts rounds and inspection to check
the quality of room make-up
 Room Attendant
Basic Function
Attend and upkeep of all guestroom and
service areas assigned to him/her

Responsibilities
Look after the maintenance of
cleanliness, orderliness and sanitation in
his assigned guestroom
Room Attendant
 Laundry Personnel
• Basic Function
Responsible for washing and drying of
guest laundry and hotel linens
 Security/ Loss prevention
The security division is responsible for
maintaining security alarm system
 Security officer
• Responsibility
Make regular rounds of the hotel premises
including guest floor, corridors, public and
private function rooms parking area and
offices.