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Room Division Operations - Coggle Diagram

- - - - to make money of the hotel
        
        also called the front of the house because these department contact with guests.
        
        Example:Food and Beverage Department, Front Office Department
  - - - provide a supporting roles to the operation departments
        
        not direct sell goods or services to guest and not generate revenue
        
        also called Back of the house, because it operate behind the scenes to make a guest's stay pleasant and safe.
        
        Example: Human Resources Department, Engineering Department
- - - - Manager is ultimately responsible for all decisions
- - - - In smaller hotel:become acquainted with guests to ensure that their stay is memorable and secure their return.
  - - - Be responsible for the hotel's level for the performance of hotel and level of profitability by the corporation of owners.
        
        hire the best people and set the tone for structure of excellence.
- - - - rooms division
        
        marketing and sales
        
        engineering and accounting
  - - - occupancy forecasts, sales and marketing plans
        
        training and major items of expenditure
        
        renovations and ownership relations
        
        energy conservation and recycling
        
        new legislation and profitability
- - - - the hub or nerve center of the hotel
        
        guest relies on the desk for info and service for the stay
        
        attempt 100% occupancy
        
        upselling and yield management can help increase room sales
        
        interaction of supply and demand also impacts the ability to sell rooms.
    - - maintaining balanced accounts
        
        offering services such as handling mail, faxes, messages and local and Hoel info.
  - - - uniform and laundry
  - - - superior single room
        
        deluxe single room
        
        Deluxe double room
        
        suite(executive suite, presidential suite, penthouse suite)
        
        executive floor
        
        personal check in and check out service
        
        1 more item...
      - example of room types
        
        connecting rooms
        
        adjacent rooms
        
        rooms are F2F and it is opposite to each other
        
        adjoining rooms
    - - single(with a single bed)
        
        twin(with two single beds)
        
        double(with one large bed)
        
        queen,king,super king
- - - - review previous night's occupancy and night's average rate.
        
        review arrivals and departures of the day
        
        review the check-out and check-in
        
        politely and efficiently attend to guest enquires
        
        arrange preregistrations for all arrivals
        
        advise housekeeping and room service of flowers/fruits to VIP
        
        1 more item...
  - - - handle guest disputes, comments and complaints and case of emergency, loss and damage, injury
        
        act as management representative
        
        ensure smooth operation of FO and assist other departments/ sections if required.
        
        report unusual incidents to management on log
  - - - balance the guest accounts receivable at approximately 1:00am , when hotel is quite down
        
        run a preliminary reconciliation report that shows total revenue generated from room and tax, banquets and catering, food and beverage, outlets, and other incidentals
        
        investigate all errors on the report
        
        pass discrepancies to shift managers in morning
        
        room occupancy(ROP) formula : Rooms occupied/ Rooms available
        
        Average Daily Rate(ADR): Rooms Revenue/Rooms Sold
  - - - best available rate
        
        group rate, non-refundable rate
        
        complementary rate, last-minute rate/walk-in rate
        
        early booking rate
        
        LOS Rate
        
        promotional rate
- - - - room management
        
        guest accounting
        
        check-in services
        
        info sharing and internet access
  - - - central interface with hotel inventory and allows reservation by individual hotel personnel
        
        reservation manager
        
        job duties: head of the department, reports directly to rooms division manager