ROOMS DIVISION DEPARTMENT

BY: PAMELA CARIDAD V. CALALO

OBJECTIVES

 After this lesson, you should be able to:

 Discuss the main function of the rooms division department.
 Draw an organizational chart and identify the personnel assigned on the rooms division department
 Describe the functions of the front-office, communication, uniformed services, concierge, housekeeping security
and loss prevention and reservation
 Discuss the duties and responsibilities of each room division staff.
INTRODUCTION

 A full service hotel is composed of six major departments performing important functions that contribute to its
success. Each department is headed by a director that regularly reports to the general manager and is responsible
for the overall performance of his department.
 In this module we will discuss the first major department which is the rooms division whose main function is for
the sales and maintenance of hotel guestrooms.
ROOMS DIVISION MANAGER

 Responsible to the GM for the efficient and effective leadership and operation of all the rooms division
departments. They include concerns such as the ff:
 Financial responsibility for rooms division
 Employee satisfaction goals
 Guest services
 Guests relations
 Security
 Gift shops
ROOMS DIVISION DEPARTMENTS

 Front Office
 Reservations
 Housekeeping
 Concierge
 Guest Services’
 Bell Service
 Valet Service
FRONT OFFICE

 The front-office is considered as the hub or nerve center of the hotel. It is the department that makes a first
impression on the guests and one that the guest relies on throughout his or her stay for information service.
THREE PRIMARY ACTIVITY IN THE FO

 Check -in
 Information
 Check-out
CHECK-IN

 It refers to the process by which people become a guest in a lodging establishment. Check in takes place in a
reception or front desk. Here, guest register, assigned accommodation and pick up keys for these accommodation.
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
CHECK-OUT

 It refers to the 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 operations is to accomplish this process. During check out,
guests surrender the keys, verify the accuracy of the bills, and settle their accounts. Guests accounts may be settled
in two basic methods:
 Cash
 Credit Cards
FRONT OFFICE MANAGER(FOM)

 Responsible for enhancing guest services by constantly developing services to meet guests needs.
RESPONSIBILITIES

 Check night clerk report

 Review previous night occupancy
 Review previous night 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 VIP lists and prepare pre-registration
 Arrange pre registration for all arrivals.
 Attend rooms divisions and operations meetings.
 Review arrivals and departure for the next day
 Make staffing adjustment needed for arrivals and departures
 Review scheduling( done weekly)
 Meet with lead (GSAs)( done daily)
DESK CLERK, DESK ATTENDANT, RECEPTIONIST OR ROOMS
AGENT

 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

 Display a friendly and professional manner in all dealings with guests, patrons and other employees.
 Welcomes and registers hotel guests with emphasis on fulfilling their requests.
 Follow 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-register individuals and groups.
 Assists in escorting VIP and returns guests to their rooms
 Works closely with concierge staff to handle guests luggage and special requests.
 Follows through in rooming process by contacting guests by telephone to ensure satisfaction.
 Checks 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 of the shift.
 Coordinates and follows up with 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 1:00AM and then begins the task of balancing the
guests accounts receivables
 Post charges that the evening shift was not able to post.
 Reconcile point of sale system and PMS ( Property Management System) to guests accounts.
RESERVATIONS

 It refers to an arrangement by which lodging operations hold accommodations for guests who will be arriving at
some later time .
 The reservation department is headed by Reservations Manager who is the same level as the FOM 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 a a specific
price for a specified period.
 To ensure that the greatest numbers of rooms possible are occupied each day and that the rates charged for those
rooms are the highest possible.
 A reservation is the first contact for the guest or person making 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 8:00AM to 6:00
PM.
SOURCES OF RESERVATIONS

 Telephone( Fax, Letter, Cable)

 Corporate 1-800 numbers
 Travel Agents
 Internet( Websites, Facebook, Twitter)
 Meeting Planners
 Tour Operators
 Referral from another company property
 Representatives
 Walk-ins
TYPES OF RESERVATIONS

 Confirmed Reservations
 Guaranteed Reservations
 Regular Reservations or Non-Guaranteed Reservations
CONFIRMED RESERVATIONS

 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 client 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 RESERVATIONS OR NON-GUARANTEED RESERVATION

 Type of reservation not paid in advance and the room is held until specified time (usually 6PM on the date of
arrival.
YIELD MANAGEMENT

 It is the process of allocating the right type of capacity to the right type 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 management.
 The goal of yield management is to obtain maximum occupancy at maximum rate.
TELEPHONE EXCHANGE

The telephone exchange is a vital part of the smooth running of the hotel. Guests often have their first contact with
the hotel by telephone. This underlies 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 24 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.
GUESTS SERVICES/ UNIFORMED SERVICES

 The guest service department or uniformed staff is headed by a guest service manager who may also happen to be
a bell captain. The staff consists of door attendants and bell persons or concierge although in some hotels the
concierge reports directly to the FOM. People in these positions usually receives gratuities or tips from guests for
their services.
DOOR ATTENDANTS

 Hotel unofficial greeters. Because they have so much guests contact, they need a pleasant, outgoing personality
 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 local area in a courteous and friendly way.
BELLMAN OR BELLPERSON

 Handles guest luggage

 Escorts guests to their rooms
 Provide information on hotel services and room amenities
 Maintain guests luggage storage area
RESPONSIBILITIES OF A BELLMAN

 Escort guests to elevators and delivers luggage via service elevators.

 Place luggage in guestrooms
 Explain room features to guests, offers ice, and ask if pressing is required.
 Explain hotel services and food and beverage outlets.
 Transfer guest’s luggage when room change is required.
 For checkout, remove luggage from the guestsrooms via service elevator.
 Assists concierge staff as needed.
 Relieve door attendant during meal breaks,
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.
 To operate an efficient and effective concierge department, ensuring a high degree of guests satisfaction and
return, in an atmosphere of hospitality.
RESPONSIBILITIES

 Conduct himself/herself in a professional manner at all times, reflecting a high standard of the company.
 Maintain a clean, well groomed appearance in uniform, maintain a clean well organize work area.
 Assists 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, arrival, departure lists etc.
 Maintain contacts with other concierges in the city and the company. Handle mail, messages, deliveries and
rentals.
HOUSKEEPING

 Responsible for the cleanliness, appearance, and condition of the entire hotel. This includes the public areas. It is
the largest department in terms of number of people employed.
 Functions of the Housekeeping department includes:
 Efficiently keep as many rooms as possible in ready condition.
 Give information regarding ready rooms
 Interior decorating and arranging fresh flowers for VIPs
 Clean guest rooms, public rooms and outside grounds.
 Attend to the special request 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.
 Establish goals of his department, plan activities geared towards the attainment of these objectives and compare
actual achievement against goal.
 Prepare and submits operation budget.
 Take corrective action for any problem affecting the operation in his department, attend to customer complaints,
coordinate with department concerned for necessary actions.
CHECKERS OR SUPERVISORS

 Direct and control rooms keeping activities

 Ensure conformity to prescribed rooms keeping standards and policies.
 Conduct rounds and inspection to check the quality of room makeup
 Check and maintain par stock
 Check the thoroughness of room cleaners and efficiency of new electronic devices.
ROOM ATTENDANT

 Attend to the maintenance and upkeep of all guestrooms and service areas assigned to him or her.
 Looks after the maintenance and cleanliness, orderliness and sanitation in his assigned guestrooms.
 Perform turn down service.
 Attend to the needs and additional requests of the guests.
 Reports and surrender all lost and found items to supervisor.
 Assists in the inventory of guests supplies and linens.
LAUNDRY PERSONNEL

 Responsible for washing and drying of guest laundry and hotel linen such as bed sheets, pillowcases, towels, table
cloths and napkins.
SECURITY / LOSS PREVENTION

 Responsible for maintaining security alarm system and implementing procedures aimed at protecting the personal
property of guests and employees and hotel itself.
 Make regular rounds of the hotel premises including guest floors, corridors, public and private function rooms,
parking areas and offices.