tailieunhanh - Lecture Introduction to management in the hospitality industry (10/E): Chapter 10 - Barrows, Powers, Reynolds

Chapter 10 - Hotel and lodging operations. This chapter’s objectives are to: Describe the purposes of questionnaires, identify the six types of questionnaires and their merits, explain the advantages and disadvantages of questionnaires as a data gathering method,. | Hotel and Lodging Operations Chapter 10 Copyright © 2010 by John Wiley & Sons, Inc. All Rights Reserved LODGING OPERATIONS Whether 100 rooms or over 5,000 rooms, functions remain essentially the same Size does affect how responsibilities are separated however (and staffing) Hotels are generally divided into three major functional areas HOTEL OPERATIONS Rooms Division Includes Front Desk, Reservations, Uniform Services (Security, etc.), and Housekeeping Food and Beverage department Includes Restaurants, Bars, Banquets and Room Service Staff and support departments Includes Accounting, Engineering, Marketing, Human Resources, and Contracted areas ROOMS DIVISION The Rooms Division is the heart of the hotel It is the main business of the hotel and the main source of revenue Rooms can contribute 70 percent or more to overall revenue and even more to profit ROOMS DIVISION The center of activity in the Rooms Division is the Front Office It is overseen by the Resident Manager (or Assistant General Manager) and various department heads Responsibilities include checking guests in, checking them out, securing payment, listening to complaints, communicating with other departments, determining room availability, and selling additional rooms RESERVATIONS DEPARTMENT Reservations can be made by the guest via other methods (more and more online) but many requests are still made through the hotel’s reservation department Reservations must maintain contact with other departments as well as other reservations channels to be able to forecast available rooms RESERVATIONS DEPARTMENT The Reservations department attempts to maximize (1) room rate and (2) occupancy rate This is known as Yield Management – maximizing these two at any given time Reservations departments must consider city wide events, competition, minimum stays, etc. HOUSEKEEPING The essential requirement that guests have is to be able to check into a clean room The Housekeeping Department is responsible for cleaning of guest | Hotel and Lodging Operations Chapter 10 Copyright © 2010 by John Wiley & Sons, Inc. All Rights Reserved LODGING OPERATIONS Whether 100 rooms or over 5,000 rooms, functions remain essentially the same Size does affect how responsibilities are separated however (and staffing) Hotels are generally divided into three major functional areas HOTEL OPERATIONS Rooms Division Includes Front Desk, Reservations, Uniform Services (Security, etc.), and Housekeeping Food and Beverage department Includes Restaurants, Bars, Banquets and Room Service Staff and support departments Includes Accounting, Engineering, Marketing, Human Resources, and Contracted areas ROOMS DIVISION The Rooms Division is the heart of the hotel It is the main business of the hotel and the main source of revenue Rooms can contribute 70 percent or more to overall revenue and even more to profit ROOMS DIVISION The center of activity in the Rooms Division is the Front Office It is overseen by the Resident Manager (or Assistant .