Room Division Department Management

Room Division Department Management

by Dr. Risa

​A typical hotel has the following core processes:

​-Guest’s selection of a hotel

-Guest’s arrival at the hotel

-Guest’s stay at the hotel

-Guest’s departure

Multiple Choice

The department which takes into purview all activities relating to room. It handles everything from taking a guest's reservation to preparing their rooms and getting the guest checked in for the night.

• Rooms Division

• Front Office

• Guest Services & Concierge

Rooms Division

​They include concerns such as the following:

• Financial responsibility for rooms division

• Employee satisfaction goals

• Guest satisfaction goals

• Guest services

• Guest relations

• Security

• Gift shop

​Rooms Division

​The rooms division director is held responsible by the GM for the efficient and effective leadership and operation of all the rooms division departments.

Multiple Choice

What the meaning of GM

• General Management

• General Manner

• General Manager

• General Manajerial

Multiple Choice

"they must provide owners with a reasonable return on investment, keep guests satisfied and re- turning, and keep employees happy". That is statement for General Manager

• Function

• Responsibility

• Habbit

• Reason

​Rooms Division

​The rooms division consists of the following departments: front office, reservations, housekeeping, concierge, guest services, security, and communications.

Multiple Choice

Rooms Division consist of the following department, Except

• Housekeeping

• Concierge

• Room Service

• Security

​Guest Cycle

​The guest cycle shows a simplified sequence of events that takes place from the moment a guest calls to make a reservation until he or she checks out

Multiple Choice

To be successful, GMs need to have a broad range of personal qualities as are the following, Except

• Attention to Detail

• People Skill

• Patience

• Succesfully

Multiple Choice

The “HUB” or “NERVE CENTER” of the hotel

• Food & Beverage

• Housekeeping

• Front Office

​​Front Desk

​Front Desk Here is where the first and last impressions are always made! At the front desk it is important to be personable, confident, and patient because your guests will vary in temperament, needs, and expectations. Always remember a friendly, calm, and positive attitude are your best tools even in trying situations. Multitasking becomes an art form at the front desk, calling upon all of your communication, typing, and computer skills.

​Front Office

​The front-office manager’s (FOM) main duty is to enhance guest services

by constantly developing services to meet guest needs.

​

​An example of how some FOMs enhance guest services is to have a guest service associate (GSA) greet guests as they arrive at the hotel, escort them to the front desk, and then

​

​This innovative way of developing guest services looks at the operation from the guest’s perspective.

​

There is no need to have separate departments for doorperson, bellperson, front desk, and so on. Each guest associate is crosstrained in all aspects of greeting and rooming the guest.

​During an average day in a hotel—if there is such a thing—the frontoffice manager and his or her associates perform the following duties:

​• Check night clerk report.

• Review previous night’s occupancy.

• Review previous night’s average rate.

• Look over market mix and determine what rooms to sell at what price.

• Handle checkouts and check-ins.

• Check complimentary rooms.

• Verify group rooms to be picked up for the next 30 days.

• Review arrivals and departures for the day.

• Politely and efficiently attend to guest inquiries.

​​During an average day in a hotel—if there is such a thing—the frontoffice manager and his or her associates perform the following duties:

​• Review the VIP list and prepare preregistration.

• Organize any room changes guests may request and follow up.

• Arrange preregistrations for all arrivals.

• Attend rooms divisions and operations meeting.

• Advise housekeeping and room service of flowers/fruit for VIPs.

• Review arrivals and departures for the next day.

• Make staffing adjustments needed for arrivals and departures.

​• Note any important things in the log book.

• Check issuing and control of keys.

• Review scheduling (done weekly).

• Meet with lead GSAs (done daily

​In some hotels, the reservations manager and associates report to the director of sales. These positions report to the chief accountant: night auditor, night audit associates, and cashiers.

Multiple Choice

Assist guests with their inquiries about the hotels general area (destinations, attractions etc.) and transportation related services.

• Guest Relation Officer

• Concierge Officer

• Bellboy

Multiple Select

The Hotel will cover some of following topics to make up occupancy and revenues, please choice two Answer for typically cover of topics

• Employee Satisfaction

• Occoupancy Forecast

• New Regulations

• Recruitment

Occupancy(OCC)คืออะไร? คำนวณอย่างไร

​Occupancy(OCC)คืออะไร? คำนวณอย่างไร?

OCCเป็นหน่วยวัดความสามารถที่สำคัญอย่างหนึ่งในการทำธุรกิจโรงแรม OCCเป็นตัวที่บ่งชี้ว่าโรงแรมมีอัตราส่วนแขกที่เข้าพักมากน้อยแค่ไหนเมื่อเปรียบเทียบกับจำนวนห้องทั้งหมดที่โรงแรมมีพร้อมขาย ยกตัวอย่างเช่น ถ้าโรงแรมAมีห้องอยู่100ห้อง มีแขกเข้าพักในวันนั้น50ห้อง OCCของโรงแรมAในวันนี้ก็จะเท่ากับ50%

​

สูตรการคำนวณOCCมีดังนี้

​

จำนวนห้องที่แขกเข้าพัก/จำนวนห้องพร้อมขายทั้งหมด = OCC

Standard Operating Procedures​

​SOP

​Front Office SOP

​SOP-FO-01 : Batch Close Process

SOP-FO-02 : Bill Preparation

SOP-FO-03 : Bill settlement by cash

SOP-FO-04 : Car Amenity for Airport Transfer

SOP-FO-05 : Car Checking Procedure

SOP-FO-06 : Cash Receipt Voucher

SOP-FO-07 : Chauffeur's Guidelines

SOP-FO-08 : Checking and Signing Registration Card

SOP-FO-09 : Bill Settlement by City Ledger

SOP-FO-10 : Complimentary Room Policy

​​Front Office SOP

​SOP-FO-11 : Dealing with Stay Over

SOP-FO-12 : Dealing with Under Stay

SOP-FO-13 : Delivering WakeUp Call-Front Office Procedure

SOP-FO-14 : DND Procedure

SOP-FO-15 : Doctor on Call

SOP-FO-16 : Electronic Locker Safe Opening

SOP-FO-17 : Check In- Escorting

SOP-FO-18 : Check In- Filling Up Registration Card

SOP-FO-19 : Handling Front Office Master Key

SOP-FO-20 : Welcoming and Greeting

​​​Front Office SOP

​SOP-FO-21 : Grooming Standards

SOP-FO-22 : Guest Birthday and Anniversary

SOP-FO-23 : Handling Guest Complaints

SOP-FO-24 : Handling Guest Query in Person

SOP-FO-25 : Handling Guest Query over Telephone

SOP-FO-26 : IOwe You (IOU)

SOP-FO-27 : Issuing Duplicate Room Key to Guest

SOP-FO-28 : Letter Writing Format

SOP-FO-29 : Miscellaneous Voucher

SOP-FO-30 : Monitoring and Maintaining Room

​Front Office SOP

​SOP-FO-31 : Night Audit Process

SOP-FO-32 : Paging or Locating a Guest

SOP-FO-33 : Paid Out Voucher

SOP-FO-34 : Petty Cash Voucher

SOP-FO-35 : Check In - Pre Registration

SOP-FO-36 : Gift or Discount Coupon

SOP-FO-37 : Posting Charges-Receiving Cash Advance

SOP-FO-38 : Posting Charges-Receiving Cheque Advance

SOP-FO-39 : Posting charges-Receiving Advance via Bank Transfer

SOP-FO-40 : Receiving Courier-Receiving Advance via Bank Transfer

​Front Office SOP

​SOP-FO-41 :Posting Charges-Receiving Credit Card Advance

SOP-FO-42 : Check In- Group Registration

SOP-FO-43 : Check In-Registration With Reservation

SOP-FO-44 :Check In-Registration Without Reservation

SOP-FO-45 : Pre Registration- Room Assignment

SOP-FO-46 : Standard Phrases to Address

SOP-FO-47 : Taking down wake up call

SOP-FO-48 : Taking Guest feedback

SOP-FO-49 : UP SellingSOP-FO-50 : VIP Amenity procedure

SOP-FO-51 : VIP check in process

SOP-FO-52 : Bell Boy Guest Handling Operating Procedure at time of Check-in

SOP-FO-53 :Glossary Used in Front Office

Example SOP​

​

​Conciege SOP

• Concierge services reflect a comprehensive knowledge of a range of information.

• Staffs should have detailed product knowledge of the hotel, its services, and facilities.

• They should be aware of various city events and activities, for recommendation and promotion to guests.

• Guests should travel in vehicles that are impeccably clean and in the perfect working condition.

• Guests should be received warmly, efficiently, with a smile and eye contact.

• Guest baggage should be handled with care and delivered safely within 5 minutes after guest arrival.

• For all group arrivals, luggage is handled with care and delivered safely within 15 minutes after the guests enter their rooms.

• Guest luggage is collected from the guest room within 5 minutes of request and placed in the designated area in the lobby.

• Requests for airport drop-offs should be conducted smoothly, efficiently with the vehicle in sterling condition.

​Hotel Robot Conciege 

​

https://www.youtube.com/watch?v=HIK9Ink_768​

Multiple Select

the concierge assists guests with a broad range of services, please choice two answer to following corcierge task

• Advice on Local restaurant, Activities, Attraction, Amenities and Facilities

• Advice to find same havefun with the guest in the city

• Airline ticket and reconfirmation of flight

• Payment something for the guest as a service

​​Front Desk SOP

• Acknowledge and welcomed guests with eye contact, and a warm smile.

• Allocate the required rooms for physically challenged persons and advise them on special services.

• Pre-allocate room keys for groups and offer a briefing room for the check-in process.

• Billing instructions should be clarified from the guest’s reservation details in the system.

• Guest bills should be clear, easy to read, completely accurate and neatly folded.

• Guests must sign receipts, invoices and credit card printouts.

• Check-out departing guests within 7 minutes and politely requested to fill out the guest feedback form.

• Bid farewell to guests and request them to return.

Registration : at the Hotel​

https://www.youtube.com/watch?v=VhDdoyRu4cs​

​Guest Relations (GRO) SOP

​

• Ensure that V.I.P guests’ rooms are in sterling condition and the amenities in place before arrival.

• Guests must be called within 15 minutes of check-in to extend a welcome.

• The associate will respond to calls within 3 rings and offer an apology if answered after 3 rings.

• Handle efficiently and conclusively guests’ complaints within the shortest time possible and give feedback.

• Inform GRO staffs of all hotel activities and its environs at all times.

• Recognize preferred guests as per the hotel repeaters’ award scheme.

• Escort the physically challenged guests to their rooms.

​​Reservations SOP

• Handle Inquiries within a maximum of 24 hours.

• The clerk should have sound product knowledge and good speaking and listening skills.

• Answer phone calls with a clear voice, speech, and proper pronunciation.

• Repeat systematically and precise the details of the reservation before disconnecting.

• Chart bookings accurately and promptly e.g. Name, arrival, departure dates, and room type.

• Staffs are fully knowledgeable about hotel booking policies.

• Provide alternatives when rooms are not available.

Multiple Choice

Manages the daily operations of the housekeeping department to ensure offices, guest rooms, facilities and other specified areas are kept in a clean and orderly condition.

• Room Attendant

• Housekeeping Manager

Housekeeping Department ​

​

​

​Housekeeping may be defined as ‘provision of a clean, comfortable, safe and aesthetically appealing environment’. By another definition, ‘housekeeping is an operational department in a hotel, which is responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public areas, back areas and the surroundings’.

​Role of Housekeeping

​Housekeeping department in hotel ensures the cleanliness, maintenance, and aesthetic appeal of all rooms and public areas. The housekeeping department not only turnarounds (prepares and clean guestrooms) on a timely manner it also cleans and maintains everything in the hotel so that the property is as fresh and attractive similar to the day when it opened the doors for the business.

​Role of Housekeeping

​Being responsible for the turnaround of the rooms in a timely manner, housekeepings primary communications are with the front desk/reception team. Each room status is updated on a regular basis from the housekeeping to the front desk and vice versa. With new technologies available a room status update can be done via the hotel software, telephone systems, housekeeping mobile applications etc.

​

​Housekeeping also coordinates closely with the maintenance or engineering department, as the housekeeping staff identifies different types of maintenance issues while cleaning the rooms and reports to the maintenance team for rectification or replacement. Example snags or issue with the TV, AC, Heating unit, Plumbing, Lighting, Electrical faults, Furniture, Toilet, Vanity, Tub, Towels racks, Ventilation issues etc.

​

​The role of housekeeping can change depending upon the type or category of the hotel, for example only in a luxury or full-service hotel evening or turndown services are offered by the housekeeping department. The housekeeping department is one of the major 'Support Centre' in the hotel as it doesn't generate any major revenue for the hotel.

Housekeeping is considered as a 'back of the house' department even though they have some direct contact to the guests; like for example while cleaning rooms, picking up laundry, providing evening or turndown services etc.

Different Sections in the Housekeeping​

​

​​Executive Housekeeper's office:

​Executive Housekeeper's office: An Executive housekeeper has to plan, counsel, brief and meets her subordinates. It should preferably be a glass-panelled office so as to give her/him a view of what is happening outside the office. The office should be led by a cabin for the secretary who would control movement into the housekeeper's office.

​Desk control room:

​Desk control room: This room acts as a nerve system centre for coordination and communication with the front office and other departments. The desk control room should have a large notice board to pin up staff schedules and day to day instructions. The desk control room is the point where all staff report for duty and check out at the duty end.

​Linen room:

​Linen room: This is the room where current linens are stored for issue and receipt. The room should be large airy and free from heat and humidity. It should have adequate shelves, easily accessible to stack all linen. It should be secured and offer no possibilities of pilferage. The linen room should have a counter, across which the exchange of linen takes place. The room should preferably be adjoining the laundry so as to supply linen to and from the laundry.

​​Linen room store:

​Linen room store: This room stores the stock of new linen & cloth materials for uniform, etc. the stock maintained should be enough to replenish the whole hotel at a time. However, these stocks are only touched when the current linen in circulation falls short due to shortage, damage or loss. The room should be cool and dry with ample shelves, generally 6" above the ground.

​Uniform room

​Uniform room: This room stocks the uniform in urgent use. It is possible that smaller hotel may choose to combine the uniform room with the linen room. A separate uniform room really depends upon the volume of uniforms in circulation. The only difference will be that the uniform room would have adequate hanging facilities as many uniforms are best maintained when hung.

​​Tailor's room:

​Tailor's room: This room is kept for house tailors who attend to the stitching and patch-up work of linen and uniforms. Room is avoided if the mending and the stitching jobs are done in contract basis.

​Lost and found section:

Lost and found section: This section should be small and airy with cupboards to store guest articles lost and maybe claimed later.

​Flower room

​Flower room: This should be an air-conditioned room to keep flowers fresh. The room should have a work table, a sink with a water supply and all necessary tools required for flower arrangement.

​​Laundry:

​Laundry: This is an important section under housekeeping which is responsible for the cleaning of all fabrics used in the hotel. The section should be adjacent to the linen room so as to avoid excessive steps. Laundry should ensure the cleanness and drying of all guest clothes, employee uniforms and linen to the best-assured standard.

​Standard Rules for determining Housekeeping staff strength:

​Executive housekeeper: 1 for a 300 room property

​

Secretary to the Executive Housekeeper: 1 normally only in a very large full-service hotel.

​

​Assistant housekeepers: 2 (1 per morning and evening shift)

​

Floor supervisors: 1 per 60 rooms for the morning shift; 1 for the evening shift; 1 for the night shift.

​

​Public area supervisors: 1 for each shift

​

Linen/Uniform room supervisors: 1 for each shift

​

Room attendants: 1 per 16 rooms for the morning shift; 1 per 30 rooms for the evening shift (if turn down service is provided)

​

Linen and uniform room attendants: 2

​

​Housemen: depends on the size of public areas and functions expected, but on average, 1 per 60 rooms

​

​Desk attendants: 1 per shift

​

Tailors/upholsterers: 2 (may differ depending on the size of the hotel)

​

Horticulturist: 1 or more depending upon the size of the hotel.

​

Head gardeners: 1 per 20 horticulturists

​

Gardeners: 1 per 4500 sq. ft of landscaped area

​Codes

​- Occupied: A guest currently registered to the room.

- Complimentary: The room is occupied, but the guest is not charged for its use.

- Stayover: The guest is not checking out today and will remain at least one more night.

- On-change: The guest has departed, but the room has not yet been cleaned and readied for resale.

- Do Not Disturb (DND): The guest has requested not to be disturbed. 

​Codes

​Sleep-out: A guest was booked to the room, but the bed has not been used.

​

Skipper: The guest left the hotel without paying the bill.

​

Sleeper: The guest has settled his/her account and left the hotel, but the front office staff has failed to properly update the room's status.

​

Vacant and ready: The room has been cleaned and inspected and is ready for an arriving guest.

Multiple Choice

the daily report contains key operating ratios such as room occupancy percentage (ROP), what the formula to count the Percentage Occupancy

​Codes

​Out Of Order (OOO): The cannot be assigned to a guest and is blocked for maintenance activity.

​Lock Out: The room has been locked so that the guest cannot re-enter until they are cleared by the front desk.

​DNCO: Did not check out, the guest made arrangements to settle his or her account but has left without informing the front desk.

​Due Out: The room is expected to become vacant after the following day's check-out time.

​Check Out: The guest has settled his or her account, returned the room keys and left the hotel.

​Codes

​Late Checkout: The guest has requested and is being allowed to check-out later than the standard check-out time.

​

Early Checkin: The guest has requested and is being allowed to check-in earlier than the standard check-in time.

Multiple Choice

the Picture show the board of Executive Committee, where's the front office department places.

• Director of Human Resources

• Director of Food & Beverages

• Director of Rooms Division

• Director of Sales & Marketing

Multiple Choice

One of the main responsibilities of a Hotel Manager is to ensure that the hotel building is in good physical condition.

• TRUE

• FALSE

Multiple Choice

The Front Office plays a pivotal role in delivering hospitality to the guests. It sets the stage for a pleasant or an unpleasant visit.

• TRUE

• FALSE

Multiple Choice

Where's the places of Telphone Operator working

• Arrival Registration

• Guest Incurs Charge

• Verification Night Audit

• Reservation

Multiple Choice

Developing maintenance procedures and ensuring implementation. Carrying out inspections of the facilities to identify and resolve issues. Checking electrical and hydraulic systems of buildings to ensure functionality, is under the scope of responsibilities of which department head?

• Maintenance Head

• Housekeeping Manager

Multiple Select

During an average day in a hotel—if there is such a thing—the front- office manager and his or her associates perform the following duties, please choice two answer to following duty of Front Office Manager

• Review Room Service

• Check Complimentary Room

• Review arrivals and departures for the day

• Advise F&B for operations the Hotel

Multiple Choice

The _______________________ serves as the Communication between departments

• Front Office

• Hotel Manager

• Rooms Division

Multiple Choice

the position description for a guest service agent details the work performed. position descriptions for the three main functions of the front office, Except

• To Share the promotion via Media Sosial

• To Maintain Balanced Guest Account

• To offer services such as handling mail

• To sell the room directly

Multiple Choice

This management technique focuses on ways all employees can work together to discuss issues and problems and resolve them as a team.

• Total Quality Management

• Communication

• Endorsement

Multiple Choice

The primary functions of the _________________ department includes patrolling the property, monitoring equipment’s , surveillance and ensuring that the guests, employees and their properties are always safe and secure.

• security

• engineering

• housekeeping

Multiple Choice

GDS are electronic markets for travel, hotel, car rental, and attraction bookings, what the meaning of GDS

• Global Distriction Sale

• Global Distribution Salary

• Global Density System

• Global Distribution System

Multiple Choice

the reservations originate from a variety of sources in this bellow, Except

• The Internet

• Corporate

• Travel Agent

• Guest in House

Multiple Choice

"Reservation given when the person making the reservation wishes to ensure that the reservation will be held", what the term for these statement

• Guaranteed Call

• Guaranteed Room

• Guaranteed System

• Guaranteed Reservation

Multiple Choice

what the time ussualy for check in the room

• 11:00 AM

• 12:00 PM

• 02:00 AM

• 02:00 PM