Rooms Division The Rooms Division is composed of departments and functions, which play essential roles in providing the service guests expect during a hotel stay. A hotel room division is a room specifically divided in a hotel, it may include housekeeping, concierge, porter and sometimes front and back office as well.
The structure of the hotel will vary from hotel to hotel. The variation can be caused by differences in the size of hotel, types and level of service and the organization of the management. The departments are under the control of the Rooms Division Manager or Manager of Rooms.
Rooms Division Manager • Responsible to the General Manager for the efficient and effective leadership and operation of all the rooms division. • Room division manager’s knowledge includes a complete understanding of hotel operations, specifically those operations involving the front office, housekeeping and basic accounting procedures.
A rooms division manager has the following duties: • Responsible for the supervision of employees engaged in the operation of the front areas of the hotel; • Coordinates with other departments in the hotel and maintains open communications with them to find better ways to serve the guests; • Maintains responsibility for staffing, purchasing, and budgeting. • Supervises the rooms division payroll, availability controls, and monthly plans.
The rooms division consists of the following departments: • Front office • Reservations • Housekeeping • Concierge • Guest services • Bell service • Valet
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 and one that the guest relies on throughout his or her stay for information and service
The front office operation consists of four primary activities that are known in the lodging industry by the following terms: • 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, guests register, are assigned accommodations, and pick up keys for these accommodation.
Information • The goal of the information activity in a hotel or motel is to serve the special needs of guests and employees for information about: • Guests • Goods and services
Check-out • Check-out refers to a process by which guests terminate their status as guests of a lodging establishment. The goal of check out activity in hotels motels, and other lodging 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 (FOM) • The Front office manager is responsible for enhancing guest services by constantly developing services to meet guests needs. e.g. having a guest service associated greet guests as they arrive at the hotel, escort them to the front desk, and then personally allocate the room and take the guest and luggage to the room.
Responsibilities: • 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 thirty days • Review arrival and departures for the day
Review the VIP list and prepare pre-registration • Arrange pre-registration for all arrivals • Attend rooms divisions and operations meetings • Review arrivals and departures for next days • Make staffing adjustments needed for arrivals and departures • Review scheduling (done weekly) • Meet with lead Guest Service Associates (GSAs) (done daily)
Desk Clerk, Desk Attendant, Receptionist, or Rooms Agent • Basic functions: • Clerk handles rooming and cashiering duties: • Welcomes and registers arriving guests • Presents statements and collects payments A front desk clerk must be able to work under pressure. Constant interruptions to the actual work of the front desk occur and employees are always on stage; therefore, it is necessary to maintain composure even during moments of apparent panic.
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
Selects 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 luggage and special requests • Follows through in rooming process by contacting guest by telephone to ensure satisfaction • Checks guest out according to set procedures
Exchanges foreign currency • Issues safety deposit boxes • Post charges to guest accounts • Reconciles all cashier transactions at the close of shift • Coordinates and follows up with the other departments to handle guests’ special requirements • Handles and reports guests’ problems and complaints
Night Auditor • The night auditor waits until the hotel quiets down at about 1:00 A.M. and then begins the task of balancing the guest’s accounts receivables. The other duties include the following: • Post any charges that the evening shift was not able to post • Pass discrepancies to shift managers in the morning
Run backup reports so if the computer system fails the hotel will up-to-date information to operate a manual system • Reconcile point of sale and PMS (Property Management System) to guest accounts • Complete and distribute the daily report • Determine areas of the hotel where there could potentially occur.
Reservations • The term reservation refes to an arrangement by which lodging operators hold accommodations for guests who will be arriving at some later time. • The reservations department is headed by the Reservations manager who is the same level as the Front Office manager and reports directly to the Director of Rooms Division or the Director of Sales.
Goals of Reservations: • To provide assurance to prospective guests that suitable accommodation will be available to them at a specific price for a specific period. • To ensure that the greatest number of rooms possible are occupied each day and that the rates charges for those rooms are the highest possible.
A reservation is the first contact for the guest or person taking the reservation for the guest. Although the contact may be by telephone, a distinct impression of the hotel is registered with the guest. This calls for exceptional telephone manners and telemarketing skills. The reservation department generally works from 8:00 A.M. to 6:00 P.M.
Reservations originate from a variety of sources: • Telephone to the same property • Fax • Letter • Cable • Corporate • Travel agents • Internet • Meeting planners • Tour operator • Referral from another company property • Airport representatives • Walk-in
Types of Reservations: • Confirmed reservation is a reservation made with sufficient time for a confirmation slip to be returned to the client by mail or fax. • Guaranteed reservations refers to a reservations where the clients pays for the first night prior to his or her arrival. This may be in the form of a credit card number or receipt of the first day’s payment.
Regular reservation or non-guaranteed reservation type of reservation not paid in advance and the room is held until a specified time (usually 6:00 P.M.) on the date of arrival.
Yield Management • In recent years, many hotels have instituted a reservation system taken from the airline industry called yield management. Yield management is the process of allocating the right type of capacity to the right kind of customer at the right price.
It consists of two separate but related parts: • Room inventory management is handled by the desk staff • Pricing by the hotel’s management Although each hotel chain has a different variation of it, the goal is the same for all – to obtain maximum occupancy at maximum rates.
Telephone Exchange • The communication (PABX) includes: • In-house communication • Guest communications such as pagers and radios • Voice mails • Faxes • Messages • Emergency center
The telephone exchange section is a vital part of the smooth running of the hotel. Guests often have their first contact with the hotel by telephone. This underlines the importance of prompt and courteous attention to all calls. It is also a profit center because hotels generally add a 50 percent charge to all long-distance calls placed from guest rooms.
Communications operates twenty four hours a day, in much the same way as the front office does, having three shifts. It is essential that this section be staffed with people who are trained to be calm under pressure and who follow emergency procedures.
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 persons and the concierge – although in some hotels the concierge reports directly to the front office manager. People in these positions usually receive gratuities or tips from guests for their services.
Door Attendants, Doorman or Door Person • Door attendants are the hotel’s unofficial greeters. Because they have so much guest contact, they need a pleasant, outgoing personality.
Responsibilities: • Greet guests at the hotel front door • Assist in opening / closing automobile doors • Remove luggage from the trunk • Hailing taxis • Keeping the hotel entrance clear of vehicles • Give guests information about the hotel and the local area in a courteous and friendly way
Bellman or Bell person • Basic Functions: • Handles guest’s luggage and • Escorts guests to their rooms • Provide information on hotel services and room amenities • Maintains the guest luggage storage area
Responsibilities: • Escort guests to elevators and delivers luggage via service elevator • Place luggage in guestroom • Explain room features to guests, offers ice and asks if pressing is required • Explain hotel services and food and beverage outlets • Transfer guest’s luggage when room change is required • For checkouts, remove luggage from guestroom via service elevator
Assist concierge staff as needed • Remain at lobby post when not otherwise occupied • Relieve door attendant during meal breaks • Deliver guest messages on an hourly schedule • Deliver packages, mail, and flowers to guestrooms • Look after flags as instructed by supervisor • Enter every service provided in a log book • Perform other duties as assigned by concierge
Concierge • The concierge is a uniformed employee of the hotel who has her or his own separate desk in the lobby or on special concierge floors. The concierge is a separate department from the front office, room clerks, and cashiers
Basic function: • To operate an efficient and effective concierge department, ensuring a high degree of guest satisfaction and return, in an atmosphere of hospitality. Does so in a dignified, positive, friendly manner and complete each guest request to the highest standard.
Responsibilities: • Conduct himself/herself in a professional manner at all times, reflecting the high standard of the company. • Maintain a clean, well-groomed appearance in uniform; maintain a clean, well-organized work area • Assist guests at the concierge desk and over the telephone, prior to arrival, during their stay, and after departure • Keep abreast of all events in the hotel by reviewing memos, messages, special attraction lists, function sheets, arrival sheets, departure lists, etc.
Maintain contacts with other businesses in the areas, including restaurants, airlines, ground transportation , agencies, theaters, clubs, entertainment events. • Maintain contacts with other concierges in the city and the company. Handle mail, messages, deliveries and rentals. • Maintain an inventory of stamps and stationery and knows postage rates for domestic and foreign shipments.
Handle and report guest’s complaints and problems • Perform secretariat work • Keep current on all city attractions, transportation schedules, entertainment calendars, recreational charters and rentals, and related services to guests • Arrange and book tours and special attractions • Arrange services such as babysitting, shipping, courier dispatches, luggage repairs
Supply guests with emergency needs for toiletries, umbrellas, etc. • Organize and books onward travel arrangements • Ensure fast and correct service by bell staff • Ensure fast and correct valet parking • Maintain a daily log book.
Housekeeping • The housekeeping department is responsible for the cleanliness, appearance, and condition of the entire hotel. This includes the public areas. It is the largest department in terms of member of people employed.
Other functions of the housekeeping department: • Efficiently keep as many rooms as possible in a ready condition • Give information regarding ready rooms • Interior decorating and arranging fresh flowers for VIPs • Clean guestrooms, public rooms and outside grounds • Attend to the special requests of the guests
Executive Housekeeper • Responsible for maintaining a smooth and efficient flow of operations of the housekeeping department • See to it that housekeeping maintenance is carried out in accordance with prescribed standards and policies
Responsibilities: • Establish goals of his department. Plan activities geared towards the attainment of these objectives and compare actual achievement against goals • Prepare and submits operation budget • Take corrective action for any problem affecting the operation in his department. Attend to customer complaints: coordinate with department: Coordinate with department concerned for necessary action • Conduct job orientation and training of housekeeping personnel • Call and preside over operational meeting with staff
Checkers or Supervisors • Basic function: • Directs and controls rooms keeping activities • Ensure conformity to prescribed rooms keeping standards and policies
Responsibilities: • Conduct rounds and inspection to check the quality of room make-up • Check and maintain per stock • Check the thoroughness of room cleaners, and efficiency of new electronic devices
Room Attendant • Basic function: • Attend to the maintenance and upkeep of all guestrooms and service areas assigned to him/her
Responsibilities: • Look after the maintenance of cleanliness, orderliness, and sanitation in his assigned guestrooms • Performs turndown service • Attend to the needs and additional requests of guests • Reports and surrender all lost and found items to supervisor • Assist in the inventory of guest supplies and linens