pdf. Book: Hotel Sales & Front Office Operations (). Pages institutions in the management of EU funds: Agency for Vocational and Adult Education. efforts in preparing this book, they make no representations or warranties with respect to the The fourth edition of Hotel Front Office Management remains the. E-Book $ · Hardcover $ Description. The Fifth Edition of Hotel Front Office Management is one of the leading texts in addressing the Educators who are preparing professionals for roles as front office managers and general.
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caite.info The Food Lab: Better Home Cooking Through Science J. he third edition of Hotel Front Ofﬁce Management continues to address the an excellent new book and CD-ROM package, Hotel Front Ofﬁce Simulation: A. Front Office Management in the hotel industry involves the work of reserving All the content and graphics published in this e-book are the property of Tutorials.
Do you think this will assist you in your career in the hospitality industry? You should consult with a professional where appropriate. Magnate decides to proceed with the party and take up the lack of professional service later. Education is a lifelong venture: Figure shows the organization chart of a typical limited-service property.
Major Reorganization — The economic period of — saw a major reorganization of the hotel industry. Anthony Brown of Arthur Andersen writes the following about the U. The revised Tax Act made it clear that passive losses on real estate were no longer deductible.
With new growth opportunities, shareholders should be rewarded with higher stock prices since companies with increased growth rates typically trade in the market at higher earnings multiples. Under the terms of the legislation, Taxable REIT Subsidiaries can provide non-customary services to tenants through their subsidiaries. This legislation should enable REITs to provide better customer service, create stronger customer loyalty and sell new, non-customary services to tenants.
In addition these new subsidiaries can lease lodging facilities from REITs. However, the lodging facilities must be managed by an independent contractor that is actively engaged in the trade or business of operating lodging facilities for any person other than the REIT. With these changes, hotel REITs will be able to reorganize their structure in order to retain more of the income generated by their hotels.
However, a management company not owned by FelCor must manage the hotels and must be actively engaged in the trade or business of operating lodging facilities for any person other than the REIT. September 11, The tragic terrorist events of September 11, , will have a lasting effect on how a hotel markets its products and services and delivers hospitality. Hoteliers as well as restaurateurs, tourist attractions, government agencies, and the like and the federal, regional, and state tourism associations have banded together to address the issue of fear as it relates to travel and tourism.
Hoteliers have to review their marketing plans and determine how the corporate traveler can be attracted back into their properties. The corporate guest who was always viewed as a huge market can no longer be taken for granted. While the efforts of attracting and maintaining corporate travelers are assessed, new methods to attract other markets, such as local and nearby residents, have to be developed. These efforts take the form of special packages emphasizing local history and culture, businesses, sporting events, and natural attractions and are combined with the products and services of an individual hotel.
Is this an easy challenge? Indeed it is not; yet it is one that future hoteliers will have to grasp with eagerness and enthusiasm in order to succeed.
The delivery of hospitality in hotels has also come under review. The frontline employee who sees uncommon activities has to know the importance of reporting concerns to supervisors.
Hoteliers must also be concerned with how to support hospitality as part of being responsible citizens in their communities. Hotel general managers should develop emergency plans to allow for offering immediate public space to medical personnel and disaster victims. Short-term concerns such as feeding disaster victims and emergency personnel and long-term commitments such as housing for displaced members of the community are just some of the issues faced by the hotel industry.
These issues of marketing and delivering hospitality as well as other issues will emerge as we prepare to respond to the events of September 11, Figure will serve as a reference point throughout this discussion.
The size of the property can range from 20 to more than 2, rooms. Types of hotel properties a. Hotels b. Motels c. All-suites d. Limited-service hotels e. Extended-stay hotels II. Residential i. Center-city 1. Hotels 2. All-suites 3. Limited-service 4. Extended-stay ii.
Suburban 1. All-suites 2. Limited-service 3. Extended-stay b. Commercial i. Motels 3. All-suites 4. Limited-service 5. Hotels are found in center-city, suburban, and airport locations. Guest stays can be overnight or long-term, as much as several weeks in length. These properties sometimes specialize in catering to particular interests, such as conventions or gambling. Motels Motels offer guests a limited range of services, which may include reservations, vending machines, swimming pools, and cable television.
The size of these properties averages from 10 to 50 units. Motels are usually in suburban highway and airport locations. Airport 1. Limited-service iv. Highway 1. Motels 2. Sales indicators a. Occupancy b. Average daily rate ADR c. Yield percentage d. Levels of service a.
Full-service b. All-suites c. Limited-service d. Extended-stay V. Chain i. Franchise ii. Company-owned iii. Referral iv. Management contract b. All-Suites The all-suites concept, a new addition to the hotel industry, developed in the s as a separate marketing concept, offers guests a wide range of services, which may include reservations, living room and separate bedroom, kitchenette, optional public dining room and room service, cable television, videocassette players and recorders, specialty shops, personal services valet and laundry, swimming pool, and ground transportation to and.
As one of only 17 hotels in North America to receive both the Mobil Five Star and AAA Five Diamond ratings, The Jefferson Hotel offers guests the highest level of products and services available, with a strong commitment to warm, genuine, and gracious service. Longo obtained a B. Prior to becoming general manager of The Jefferson Hotel, Mr. The sales and marketing effort for this independently owned property requires aggressive sales and public relations strategies.
Focus is placed not only on the guest rooms but also on the 26, square feet of function space and the two restaurants, one an AAA Five Diamond Award winner. Longo encourages students who are pursuing a hospitality management career to remember that, as innkeepers, your hotel is like your home, where all of your guests are made to feel welcome. This involves providing all guests with the basics of hospitality: He adds that hospitality is a diverse business, offering a unique work experience each day.
The size of the operation can range from 50 to more than units. This type of property is usually found in center-city, suburban, and airport locations.
The length of guest stay can be overnight, several days, or long-term. Although this type of hotel may seem new, many downtown, center-city hotels have offered this type of accommodation with in-room kitchenette and sitting rooms since the early s. Now with mass marketing—advertising products and services through mass communications such as television, radio, and the Internet—this type of hotel is considered new.
Limited-Service Hotels Limited-service hotels appeared on the hotel scene in the mids. The range of accommodations and services may include reservations, minimal public dining and meeting facilities, cable television, personal computers, personal services valet and laundry , and ground transportation to and from an airport.
The size of the property can range from to more than rooms. Limited-service hotels are found in center-city, suburban, and airport locations. They are usually located near restaurants for guest convenience. Guest stays can be overnight or. These properties sometimes specialize in catering to the business traveler and offer special business technology centers.
Extended-stay hotel room supply in the United States increased more than 50 percent in over There will be more economy-price than upscale extendedstay rooms before the end of Projected extended-stay hotel supply will be more than half a million rooms through At this level, extended-stay hotel rooms will represent some 12 percent of total lodging inventory.
Use of extended-stay lodging will have expanded from the corporate expense-account. He began his career at the Hampton Inn in Alexandria, Virginia, as a front desk clerk and progressed to guest services manager there. Then he took a position as sales manager at the Hampton Inn in Fairfax, Virginia, and then as director of sales at the Hampton Inn in Alexandria, Virginia.
He was on board as director of sales prior to the opening of the Homewood Suites in Alexandria, Virginia. Gellad said his market for guests includes those persons who are going to be in town for an extended period of time because of government contracts, special projects, training, or relocation in the military or in the private sector. Relocation is the common characteristic with this market. He says that when you become a supervisor of people, those people want to be treated as individuals, but you have to do so by being fair in interpreting the polices to everyone.
He also extends his hope that you will develop a balance between work and a personal life. This business can be very time consuming, but you have to take time to develop a life outside the hotel. He also stresses that a manager has to impress the importance of extending courtesy to employees.
Most of the guests at the Holiday Inn Express are transient leisure travelers, although some are business travelers. Those guests are looking for cleanliness, a good and convenient location, and amenities such as a continental breakfast, a pool and a spa, and a business center. About 60 percent of those guests. He started in the hotel business in at the Riverside Inn in Grants Pass, Oregon, doing accounting and taxes and then serving as general manager.
Corporations are taking advantage of the availability of these facilities for training, relocation and temporary assignments at all levels. Additional hotel services include a business center, an exercise room, and a pool. This hotel concept also structures its room rates to attract the long-term guest.
Market Orientation Market orientation in the hotel industry is categorized into two segments: Residential properties include hotels, all-suites, limited-service, and extended-stay properties.
Services may include but are not limited to public dining, recreational facilities, social activities, and personal services. These hotels are usually located in center-city and suburban areas where other activities shopping, arts and entertainment, business services, public transportation are available to round out the living experience.
Commercial properties service the transient guest, whose stay is short in duration. Services include but are not limited to computerized reservation systems, public dining, banquet service, lounge and entertainment areas, personal services, and shuttle transportation to airports.
They may be located almost anywhere. It is essential to note the very gray areas in using these two types of categories. A commercial lodging establishment may have a certain percentage of permanent residents.
Likewise, a residential hotel may have nightly rentals available. Sales Indicators Sales indicators, including hotel occupancy and average daily rate, are another means for describing hotels. Occupancy percentage is the number of rooms sold divided by the number of rooms available.
Average daily rate ADR is the total room revenue divided by the number of rooms sold. Once the daily sales opportunity has presented itself, it cannot be repeated excluding the opportunity to sell a room at a half-day rate. Occupancy percentage is also used by investors to determine the potential gross income, which is the amount of sales a hotel might obtain at a given level of occupancy, average daily rate, and anticipated yield.
However, it is also important not to assume that occupancy is standard each night. Variations occur on a daily basis and by season. Average Daily Rate The average daily rate sometimes referred to as average room rate is also used in projecting room revenues—the amount of room sales received—for a hotel.
Guests expect higher room rates to correlate with higher levels of service: Since this term will be discussed more fully in Chapter 6. Chapter 6. Consider the following article. Yield percentage forces managers to think in more active terms.
Suburban Lodges of America owns. The formulas for determining RevPAR are as follows: These expectations have been extensively capitalized upon by major hotel chains. This same hotel on September 15 with rooms. Prior to the s. While we are anticipating RevPAR growth for the balance of Others welcome the label because it appeals to those travelers who are looking for basic accommodations at very inexpensive rates.
By releasing these numbers. In commenting on the release of this information. There is a great deal of overlap among these divisions. The increase in current year RevPAR was attributable primarily to a 9. Guest amenities include a year-round outdoor heated pool. This concept appeals to the business traveler as well as to families.
Growth in occupancy has barely kept up with the constant increase in supply. As discussed earlier. Examples of a full-service hotel include Marriott Hotels and Resorts. Light breakfast and evening meals are also included. Business-friendly rooms with a large desk. Limited service emphasizes basic room accommodations. These services include. He has noticed a trend toward added amenities in the rooms. He says that guests are looking for the basic comforts of home—clean. It is interesting to note that this concept is also employed in older center-city commercial hotels.
Marriott Suites and Embassy Suite Hotels are examples of all-suite hotels. Goforth has a degree in hotel and restaurant management from the University of New Hampshire. Renaissance Hotels. The guest has the opportunity to trade the public meeting room for free in-room movies.
Hampton Inns and Ramada Limited are examples of limited-service hotels. A fully equipped kitchenette allows international guests to prepare foods that provide comfort in a new environment.
G now considered necessities. The Merry Manor is a full-service hotel with guest rooms. Services include separate sleeping and living areas or working areas. Goforth indicates that the occupancy in the Portland market has remained fairly consistent. Chain Affiliation When asked to name several chain operations a group of hotels that follow standard operating procedures such as marketing.
Des Plaines. In return for these services. He or she can receive direction from a corporation. Since the property has been physically developed. Days Inn. Perhaps because of a lack of experience in operating a hotel or motel or a lack of business acumen.
Franchise corporations offer support to the franchisee. Referral Property Sometimes a hotel organization will choose to become a referral property. Students should stay up to date regarding developments in the industry. This information. The number of rooms can range from 50 to 1. There are several management contract organizations that develop business relationships with existing hotels and operate the hotels as their own.
The independent entrepreneur operates his or her business without the advantages of consultation and assistance. They may offer full services to the guest. The hotel company developer recruits talented professions into the organization to manage such properties.
With all of these advantages. It uses its own expertise in site selection. Millions of dollars in capital are required to develop a 2. The answer lies with the U. Independent hotels have particular characteristics. The hotel company developer may set a limit on the number of franchises so that a majority of the properties remain company-owned.
It provides a greater sense of warmth and individuality than does a property that is associated with a chain. These hotels may be residential or commercial. Management contract companies may choose to operate each hotel as a member of a franchise or as an independent.
The hotel company developer operates the hotel property in competition with all other properties in the area. Independent Properties An independent hotel is one that is not associated with a franchise.
Management Contract Property A management contract property. Some older independent hotels have refurbished their suites to capture their share of the all-suites market. This plan must take into account the reasons why customers purchase a product—what trends will increase or decrease the need for hotel facilities?
Such factors include the growth of leisure time. It can. Leisure Time The trend toward increased leisure time—in the form of three-day weekends. As more people have available leisure time to explore new geographical areas. Trends That Foster Growth Future professionals in the hotel industry must be able to analyze who their customers will be and why they will have customers. The challenge of managing an independent property can be overwhelming.
The second question—why there will be customers—is an important one. Other economics and political trends—such as public liability.
Every sale of a guest room. Students will explore this question many times during their career in the lodging industry. Such courses show how to evaluate demographic data size. He or she may also purchase a hotel property to balance an investment portfolio. Marketing classes teach how to determine the buyers of a particular product—who the potential guests of a particular hotel property are. The person chosen for this job must manage all aspects of the business—room. One of the main reasons for the increase in discretionary income of American families is the emergence of the two-income family.
Travel helps to satisfy these needs. And different economic conditions tend to favor different ways of spending discretionary income: The strong growth in this segment of the labor force will undoubtedly continue. Many of these people will take on a second career. As more income becomes available to pay for the necessities of life.
The idea that satisfying personal needs is a prerequisite to satisfying the needs of others has a good hold in American society. With the two prime ingredients for using hotel facilities—time and money—readily at hand. Workers need the away-from-job experience to balance their social and mental needs with their demands.
Discretionary income is not a constant. An almost double-income family unit had emerged over the years as more married women joined or stayed in the labor force. Discretionary Income Discretionary income. And as the population segment known as the baby boom ages. Students of the U. The isolated nature of many jobs increases the need for respite. This prime market must be constantly reviewed for economic details that affect its viability.
Female Business Travel Female business travelers are on the rise and represent an increasing segment of the corporate travel market. Many people want to learn more about the society in which they live. As previously discussed. Executives will no longer hop the next plane to clinch a deal if the same task can be accomplished via a phone call.
Like the trend toward smaller families. Marketing and sales managers need to develop products and services that will capture this growing market segment. The costs associated with a one. When travel costs increase. Female travelers request particular amenities and demand close attention to safety. Household size—the number of persons in a home—has continued to decrease over the years. A business is not always willing or able to budget more for travel. The volume created by business travel often represents the largest portion of the regular income of a hotel property.
Travel as Experience At one time. Shorter trips day trips or one-night stays are another response to the increased cost of travel.
Courses outside your major—such as English. The formal education you receive in your classroom study will be enhanced by extracurricular activities such as clubs. Use your degree as a starting point for an exciting career in hospitality.
Those who are planning a career in the hotel industry need to review the fundamentals of career development. Sports and nature attract travelers who want to enjoy the great outdoors as well as those who prefer to watch their favorite teams.
You must apply your skills and knowledge after graduation to be an effective. Cultural pursuits—art. The classes you are taking in your major course of study—including management and supervision. Your educational experience will open the door to your career. There are many opportunities for in-service education. These activities are a microcosm of the environment in which you will apply your technical.
Career Development An introductory chapter in hotel management would not be complete without attention to career development. The educational experience you are now obtaining must be nurtured beyond graduation day. Clubs associated with your major in particular allow you to apply theoretical concepts learned in class to a real-life business environment.
Work Experience The practical experience you obtain from entry-level hotel jobs—whether you are a desk clerk. These organizations offer the professional an opportunity to stay up to date in industry practices.
Trade shows sponsored by these organizations promote the latest concepts in technology. Just as professionals in other industries take classes to refresh their skills and learn new concepts and procedures. New technology in distance learning—learning that takes place via satellite broadcasts. The isolation experienced by managers in out-of-the-way hotel establishments can be alleviated by reading trade journals.
Professionals who attended school before the early s had little exposure to computers and the ever-changing technology in the computer industry. Such journals help all managers feel connected to the community of hotel industry professionals.
Trade journals are also extremely helpful in keeping professionals up to date on new management concepts. Community colleges and technical schools offer special-interest courses in management and skills application to keep you and your staff abreast of new areas and to review basic concepts. The next choice is to determine whether these new procedures and equipment are applicable to his or her particular establishment.
It is only the beginning of a commitment to nurturing your career. The professional has the choice of overlooking this need or enrolling in computer applications courses to explore these concepts. Correspondence courses are another way to learn new skills and understand new areas. Attending these courses can provide new insight into particular operational problems. Education is a lifelong venture: One particularly relevant area is computer training. Which area is the best for you to enter to develop your career goals?
Four of the ports of entry are marketing and sales. First and foremost. These goals may have a political nature. Professional trade organizations in the hospitality industry serve its members in many ways. The hotel industry demands a great deal from its professionals. Employees must also have good communication skills and good interpersonal skills. You will have a basis for comparing work experiences with other students. Professional Memberships A professional trade organization is a group of people who have voluntarily pooled their efforts to achieve a set of goals.
It will give you an opportunity to learn what these people do and how departments interact. You will also develop your own beliefs and behaviors. It demands that the professional understand the entrepreneurial role of the corporate owners while operating within budgeted resources. It is impossible to say which is the best port of entry.
Valuable advice and rewarding friendships often result. At times.
All employees must have extensive knowledge of all areas of the facility. It is this work experience that provides you with the proper foundation on which to base a successful career. Ports of Entry A review of the organizational structure of a hotel shows that there are many departmental managers in a large organization. Your work experience will enable you to evaluate theoretical concepts offered in the classroom. Professional trade associations also allow you to interact with others in the industry on both a professional and a social level.
Through use of membership fees. You will make mistakes. This information is listed for selected cities both within the United States and at international sites. Try to work in as many areas as you can before you take the leap into a general manager position.
This information will assist a job applicant in exploring the employment possibilities and prospects in different geographic areas. Researching Growth Areas in the Hospitality Industry Areas that offer the most potential for growth need to be explored. They usually cover such issues as new hotel developments. Since such areas change frequently. The Internet provides many opportunities for a new graduate to examine trends that are driving the industry and new technologies that will shape a career in hotel management.
This information is available on computerized business databases. The Internet is increasingly being used as a method for researching career opportunities in hospitality management. The job will be a lot easier. Some typical questions you could use when visiting with a representative from a limited-service hotel include. It also discussed historical developments that have shaped the products and services offered to guests.
Solution to Opening Dilemma The effort you put into preparing for a visit to a career fair is essential for making this a learning and networking opportunity for you. This preparation could set the stage for an investment that lasts many years. Chapter Recap This chapter introduced the future professional to the hotel industry.
Do you have any convention hotels in your portfolio? What are the services that you typically include in a hotel in your organization? What types of visitors frequent your hotels during the week and on the weekend? What is the typical size of your hotels?
It began with a historical review. How would you prepare for this meeting? Henderson and Moore. What were some of the exciting things you noticed while you were a guest there? Name some of the hotels you have visited.
In what year were they built? What kind of competition did they have? What services or facilities did they introduce to your community? What are the four most common locations for hotel properties? What determines the end destination of the guest? Relate them to room rates and guest expectations.
Investigate some of the properties in your area. Do these attractions provide education. Differentiate between franchises and company-owned properties in a chain.
End of Chapter Questions 1. What is the difference between franchises and referral groups? How do residential and commercial properties differ? With which departments of the hotel did you come into contact before. Name some of the types of properties developed by major chains to meet demands by market segments. What are the major differences between chain and independent properties?
What makes them attractions? List the local attractions in your area that may entice visitors. Review a recent article in the Wall Street Journal that reports on growth in leisure time of the American worker.
A review of trends that foster growth in the hotel industry was presented—leisure time. Give working examples of these concepts. Thomas Hotel in the downtown area. If you lived in this community. One of the students. Go to a current hospitality-related Web site such as www. In subsequent jobs? What items do you think each spokesperson will include in his or her summary? She appoints a group of students to assist her in setting up tours.
Several computer industries will be relocating to this area. The local hotel association has contacted Profes- sor Catherine Vicente of the HRI program at City College to assist them in determining the impact these new residents of the area will have on their hotels with regard to occupancy and use of facilities.
The area is well known for its tourist attractions and is the headquarters of several major U. Each team will appoint one spokesperson for a panel discussion. Compare your career plans with the concepts presented in this chapter.
He understands there is another hotel in that chain located on the outskirts of the city. Justify your responses with regard to hotel operations and development. How does that concept affect your future career plans? If you were Professor Vicente. She would also like to see a hotel located at the Wide World Airport. Linda has heard there is a new extended-stay hotel in town and wants to know what makes that type of hotel different from a limited-service hotel.
The Dimensions of the Hospitality Industry: An Introduction New York: Marriott Drive. Ray Sawyer. Demand Control Industry.
Saul F. Highland Group. Parkway SE. Dimensions of the Hospitality Industry. Dittmer and Gerald G. Paul R. Department Copyright Andersen. Marriott Corporate Relations. Tony Lima. ITT Sheraton Corporation. Public Relations Department. Paul Criscillis Jr. Anthony Brown. John Meyjes. When the cleaning crew came to work on Wednesday morning. The director of housekeeping indicated that he was at a loss in trying to work with the front desk clerks.
This cost the hotel several hundred dollars because the cleaning crew was from an outsourced contract company. The organization charts—schematic drawings that list management positions in an organization—that are included in this chapter are offered only as instructional examples.
After all. The general manager. By exposing interested employees to the responsibilities of other departments and by keeping the staff informed of the current situation of the property. This is done for many reasons. Persons pursuing a career in the hotel industry will be called upon many times throughout their career to develop or restructure an organization. This tactic will reinforce the management team concept. The goals of the organization must be paramount in the decision-making process.
To meet this goal. It is not uncommon for a general manager of a property to move people around in various departments of the hotel. Not all hotels have every position listed in these organization charts. This section points out the major organizational features of a lodging property and typical managerial duties of the people within the organization. An organization chart represents the span of control for the general manager. The general manager realizes that a candidate must possess certain skills before being placed in any new position.
Organization Charts The major positions found in a large. This interdepartmental cooperation provides the backdrop for a smooth-running organization. This lodging property features: On the operations level. When the property experiences an expected slow period.
The organization of a large. This hotel features: For example. Those supervisors who do not head income-generating departments—controller. The physical plant engineer. The human resources manager. Figure outlines the organization of a somewhat smaller lodging property. The recreation director. The marketing and sales director. Each department is well organized and staffed to allow the supervisor time to plan and develop the major revenue-producing areas. The executive housekeeper.
Notice that several of the positions listed in the full-service hotel organization chart have been eliminated from this one for a medium-size lodging property. Figure shows the organization chart of a typical limited-service property.
At this property. The restaurant manager works very closely with the cook and hostess in maintaining quality and cost control and guest services. Several duties have been combined under various positions. Many of the department heads are working supervisors.
The features of the property are: The housekeeper inspects and cleans rooms and maintains linen and cleaning supply inventories as well as providing leadership for the housekeeping staff. This type of organization chart is possible because the level of service provided to guests has been reduced. Laundry and other services are contracted out. The controller provides accounting services as well as human resources management.
The organization chart for a small. The general manager must see both the forest and the trees. The general manager at this type of property assists with marketing plans. Typical Job Responsibilities of Department Managers As you begin your career in the lodging industry. The housekeeper. The controller. This person was the general manager of a local inn in our community. Some of the positions seem to be shrouded in mystery. The food and beverage director holds a very visible position that seems to encompass much.
The security director seems to be everywhere in the hotel. General Manager Several years ago I invited a guest speaker to my class. Flexibility is essential in providing service to the guest and leadership to the staff. The organization charts shown here have been developed by evaluating the needs of the guests. The general manager is a pivotal link in the communication process. Each department director takes the lead from communications received or not received from the general manager.
The leadership provided by the general manager is undoubtedly the most important quality a person brings to this position. The plans developed by the general manager along with the department supervisors provide the vision the business needs to compete for the hospitality markets. Do the food cost percentage. The evaluation of candidates for positions based on a well-structured division of labor begins the process of meeting the goals and objectives of the planning stage.
Communicating ideas and goals and providing feedback on performance are skills the general manager must develop. After he explained the work that goes on in the various departments and the responsibilities of the respective supervisors. Performance is judged according to how effectively supervisors have been directed to meet the goals of the organization.
In addition. Figure presents a group of managers. The general manager is required to use the full range of managerial skills—such as planning. Weekly staff meetings serve as a major vehicle for sharing communication. Are the daily occupancy percentage. Who should be chosen to meet the demands of a leader of operations? What skills and strengths are necessary to get the job done?
What business acumen must this person have? What vision does this person bring to the job? These are just a few questions that a general manager must consider and act upon. The role of the general manager. Photo courtesy of Red Lion Hotels. What does a general manager do? The general manager in a limitedservice property may perform additional hands-on responsibilities.
It is a career goal based on operations experience and education. It is acquired by studying theories of management and the behavior of other managers as well as actually practicing leadership and receiving constructive criticism from superiors on efforts expended. The general manager offers supervisory training to his or her staff in practical terms.
At an individual meeting with the general manager. The role of general manager is a professional position. The more the assistant general manager is informed of the reasons for management decisions. The assistant general manager often must oversee the beginning of a job and ensure that others complete it. Assistant General Manager The assistant general manager of a lodging property holds a major responsibility in developing and executing plans developed by the corporate owners.
This includes managing a multitude of details with the supervisors of these outlets. This position also requires the completion and review of statistical reports.
Such details include food quality. The relationship between the general manager and the assistant general manager must be founded on trust. This job requires a wide variety of previous operational skills. Limited-service hotels usually do not have this type of position in their organization chart. Often he or she is the liaison between management and operations. Depending on the size of the operation and the personnel available. The assistant general manager is sometimes referred to as rooms division manager.
The department managers report directly to the general manager to streamline guest services and operational budgets. In full-service and limited-service properties. The use of total quality management TQM concepts. Each room attendant must be thoroughly trained in cleaning techniques. This person is part of the management team and can be relied on to provide sound advice about structural stability.
This person oversees a team of electricians. A role similar to that of the plant engineer in a limited-service property is that of maintenance manager. The limited-service property emphasizes quality in guest service.
The plant engineer interacts with all the departments of the hotel. Physical Plant Engineer The plant engineer is very important in the overall delivery of service to the guest. Executive Housekeeper The executive housekeeper is responsible for the upkeep of the guest rooms and public areas of the lodging property. The food and beverage director works closely with the assistant food and beverage director.
Skill in supervising unskilled labor is essential. This person truly must work through other people to get the job done. This position requires a range of experience in general maintenance and a positive attitude about updating skills and management concepts through continuing education. Knowledge of current advances in equipment and machinery is essential. Although food and beverage are served for a continental breakfast or cocktail hour at a limited-service property.
He or she can be one of the most treasured assistants in the lodging business. Constant supervision of products. Because many limited-service properties are fairly small. If the lodging property operates an in-house laundry.
The executive housekeeper is also responsible for maintaining and controlling an endless inventory.
This is very important for international guests. The limited-service property depends on this member of the management team to supervise a staff that provides clean rooms and operates an in-house laundry. This handson supervisor works with the staff to provide the many behind-the-scenes guest services required.
The release of cleaned rooms for occupancy and the scheduling of periodic maintenance are only two functions demonstrating why interdepartmental cooperation is critical. But in case of manual system. In case of computerised system the staff would require few minutes to come to a decision. Copies of the slip. In such cases. Denying reservation is a decision taken in the following circumstances: In case the hotel is fully booked you cannot help it but can only refuse the reservation politely or gently.
This kind of information compiled on computer based reservation systems not only provides their credit standing and the reliability of the booking done through the agent but it also makes searching for data very easy. This problem. This can be confirmed or checked through the reservation charts. At times the way a guest has been denied reservation may lead to a permanent loss of business from that particular client.
At times some guests are backlisted because of their previous record of non-payment or delayed payments of bills. For example. To make this decision. This is a crucial decision that the reservation staff needs to make regarding accepting or rejecting it.
Of course. The use of computers in reservations has simplified check-in and checkout process. In some cases the reservation is directly upgraded but mostly the reservation staff reconfirms the request via e -mail or telephone before making official reservations. The hotel does not need much information during these operations as data is fed simult aneously. These all factors help in managing the reservations. The final job of the reservation section is to send the final list of reservation for a day to the reception desk of the front office along with the essential information like whether the guest is a repeat guest or guest has some particular liking related to the location of the room.
During the main season reservation staff would not like to take chance with over-booking.
Once the required data is gathered. Additional guest information. A report on the projected revenue from the future room sales along with or regular upto date report. The advance payment can either be full or partial room rent. The forecasting also depends upon the available capacity of the hotel at that point of time..
It focuses upon the selection of the criteria for selection of sales channels. The message is sent from there to the housekeeping so as to prepare rooms according to the guest needs for the day. Bulk booking of rooms or the booking of some special rooms or a room for a long period of time during main season would require some advance payments. The reservation policy of many hotels also speak about of the mode and time of payment. In most of the hotels. A list of special guests or VIPs arriving.
A list of guests who are due to arrive or to depart on a particular day. A report on number of reservation requests denied and if possible.
It is sometimes at the discretion of the reservation section to adopt its own policy to run the business successfully. This should contain their special request and additional information about the preferences of the guest. The forecasting can be done for a period varying from over 10 days to several months. These reports may include: Many a times the reception staff overbook to cover contingencies like. It can be prepared on the daily or weekly basis. Jerenry Huyton and Pam Bradley The minimum information you usually require for manual registration is name of the guest.
The front desk in the meantime processes the information received and generate the guest account for the mentioned period of stay. After the major check-outs of the day. Once the guest is allotted assigned room. Yes No Are rooms available? The Check-in Process Source: In case of computerised check-in procedure. Then after comparing the reservation requests for the day with this report. Guest arrives Check reservation status Prepare for guest arrival Check: Room status and availability.
The room is assigned to the guests and usually a porter or bellboy carries their luggage and show the guests their assigned rooms.
The manual process starts when a guest either walk-in without reservation or one with prior reservation walks into the hotel looking for desired or requested accommodation. The help of the front office manager is sought rarely. Whatever may be the method of check-in. This system enables the guest to register at self-service terminals in the lobby or at selfservice terminals at the airport or en-route to the hotel.
The guest removes the completed form. He cites the example of the Sheraton Meadowlands in New Jersey which works with Avis Rent-A-Car so that guests picking up cars at any of the New York areas three major airports can simultaneously check-in to a room at the Sheraton. The transactions pertains to various services that the guest can avail. Jerenry Huyton and Pam Bradley When the reservations match is found. New innovations ha ve also helped transfer the credit cards to room keys.
Usually the check out time is 12 noon. The process of posting keeps the guests billing up to date. Still there are small hotels which provide the guests with flexi-check-out time. The staff doing this job is called night auditors. Once the posting has been done.
Following a routine check out time helps the hotel since the housekeeping can prepare the room for the next guest.
During the day time the front office section is quite busy with a lot of other activities but during night it is comparatively less burdened with work.
Sometimes depending on the availability of the room and the type of client the check out time can be extended for the guest on special request. In these cases next guest allotted this room has to wait in the lobby because the upkeeping of the room takes time.
So this is the night time to match bills and receipts. The process can be performed either manually or by a computer. It is advisable to ask the guest before time when he or she would be checking out to ensure that the staff has some idea when the guest would be checking out and have a bill ready at In other words.
Usually the bills are updated during the night so as to provide the bills for guests checking out early in the day. The computerisation of the front office is a part of the Property Management System. Yet the settlement of the bill can take some time. The reservation booking along with guest information is forwarded to front office people.
The guest folio created is updated for future use. Figure VII. The purpose of the yield management system is to maximise room occupancy while at the same time realising the best average room rate. The actual guest departure. It is important to state here that EFO does not work independently but is also connected with other departments of the hotel.
The front office manager takes the yield management decisions and the reports generated by the computerisation are very helpful for making these decisions. The group hotel can be national or international but CRS gives quick and reliable information on room availability to the guest. The guest is provided with transportation if required and paid for. The bill would include the room service charges as well as any other unpaid bills for services rendered by different departments of the hotel.
Reservation bookings are instantly taken in and matched against the existing data in the computer. Jobs and Tasks Served by the Electronic Front Office Let us now discuss the significance of computerisation and consequent inter-dependence of the front office with the other departments. Computer checks and rechecks the various postings of changes.
The charges from the various departments of the hotel. The various reports needed by the front office manager are efficiently produced. The managerial functions like forecasting becomes easier with such up-to-date reports supported by data.
As the guest leaves the room. Once the guest inserts their key into a special socket located next to door. As you know that the required guest information is taken in during reservation and thus. Simultaneously the lock configuration of the allocated room is changed to suit the unique key. Once the guest is assigned a room the key is automatically printed.
This ensures less paper work for the staff involved. Even hourly status of the room from the front desk and housekeeping are made available for ready reference.
The guest can check and verify the bill and their check out from the room. Guest name. This means that upon check-out or should the guest inadvertently lose their key.
This ensures the regulated use of energy. It also crosschecks balance with the amounts paid on the reception. This means privacy and better service for the guest and less work for the hotel staff. Remote check-in facilities at airports are also becoming popular.
The function of the night auditors is greatly reduced. The calls details are recorded and call charges are posted to the guest bill. The use of plastic or paper key is also becoming very popular. What are its various types? The guests can make direct calls from their room without going through an operator. The front office needs to notify the guest upon arrival about the EMS. The actual settlement of the bill takes place on the reception when the client pays for the visit.
Activities 1 Visit one medium sized travel agency and one large size agency. Introduction of the new concepts like Tele-check-in. Prepare a list of tourist attractions at some of the leading tourist destinations and try to rate them according to interest generated by each advertisement. Property Management System. Yield Management and many more. Visualise differences in the departmentalisation method adopted by both of them. Front Office Operation 1 Uploaded by ravenstar.
Flag for inappropriate content. Related titles. Jump to Page. Search inside document. Another job of Front office desk is also to support and help in providing services to the therefore. Bhoy Amores. Bianca Ioana. Mohamed Abd Elrahim. Gracia Gagah. Mihai Hades.