ROOM DIVISION OPERATION MANAGEMENT
The main purpose of hotel organizations are that increase the rate of room occupancy,achive customer satisfaction and finally get high profit margine.For that,each departments in hotel organizations are very important because of customer satisfaction.Each departmants should work compatible together.The communication in between departments should be very clear.Front Office Department is in very important point for this communication.Front Office Departmant should achive communication that between department for success of hotel organizations.On the other hand Room Division is the most important renevue department for hotel organizations.The main purposes of this study are that analyze of room division and show the place of the room division in hotel organizations.
Hotel is the transient home away from home.Hotel industry is a hospitality industry.Of course, hospitality is not free,but is paid for,where the payment depends on the comforts and services provided for.Payment also depends on the fancy and economic affordability of the customer.The hospitality industry is nowadays a global industry,and is considered as an important employer in countries world-wide.It now has attained a much higher status in society and demands high standards of work ethics and efficiency from its employees.Employment opportunities are many,and is now sought by a vast majority of people.
The hospitality industry is part of a larger enterprise known as the travel and tourism industry.It is one of the oldest industries in the world.In early days,traders,explorers,missionaries and pilgrims needed a break in their journeys requiring food,shelter and rest.People opened their homes and kitchens to these weary travellers,and an industry was born.Although accommodation today is varied and their services have changed and expanded over the ages,one thing about the hospitality industry has remained the same,guests are always welcome!From a friendly greeting at the door,room service,breakfast,to a host of facilities' the hospitality industry offers travellers a home away from home.
Hospitality is defined as “the friendly reception and treatment of strangers".For most people, hospitality means entertaining guests with courtesy and warmth.Hospitality is also an industry made up of businesses that provide lodging,food and other services to travellers.The main components of this industry are hotels,motels,inns,resorts and restaurants.In a broad sense,the hospitality industry might refer to any group engaged in tourism,entertainment,transportation or lodging including cruise lines,airlines,railways,car rental companies and tour operators.
At the hub of the hotel world is the reception desk where most guest transactions take place.It is here that the guest is received,registered and assigned a room.Information,mail,messages,complaints and room accounts are all dealt with here.Therefore,to a large extent,the reception team is the key to an enjoyable and problem-free stay for the hotel guest.It is also the centre of attraction and money generation for the establishment.
The front office department is the nerve centre,the hub and the heart of the hotel.Front office personnel have more contact with guests than staffs in other departments.This is the department where the guest first checks in and finally checks out of the hotel.
The front office is the main communication centre.As it is the major revenue generating department,it is equipped with staffs of good quality and personality.
The front office is the show window and hence it is furnished and maintained with good furnitures and fittings.Front office is well designed in an orderly manner.Regardless of how the hotel is organized, the front office is always an essential “focal point”.
Housekeeping is an important and integral part of the guest experience and satisfaction.Other things such as security are important,but what guests really want is to feel at home,to feelcomfortable. Although the staff providing this service do not necessarily interact directly with the public,the quality of their work is critical in shaping guests’ pleasant memories of their stay.
The impact of the housekeeping function on the success of a hotel’s operations cannot be underestimated,since large revenue for hotel industry is generated mainly from the sale of rooms.
Good housekeeping is the foundation of good infection prevention.The general cleanliness and hygiene of a facility are vital to the health and safety of guests,staff,and visitors.Pleasant work environment contributes to staff members' satisfaction,making them to be more productive.A more pleasant environment improves guest satisfaction and can increase guest’s use of services and frequent visits.
The hospitality industry consists of broad category of fields within the service industry that includes lodging,restaurants, event planning,theme parks,transportation,cruise line,and additional fields within the tourism industry.The hospitality industry is a several billion dollar industry that mostly depends on the availability of leisure time and disposable income.A hospitality unit such as a restaurant,hotel,or even an amusement park consists of multiple groups such as facility maintenance, direct operations (servers,housekeepers,porters,kitchen workers,bartenders, etc.),management, marketing,and human resources.
The hospitality industry covers a wide range of organizations offering food service and accommodation.The industry is divided into sectors according to the skill-sets required for the work involved.Sectors include accommodation,food and beverage,meeting and events, gaming, entertainment and recreation,tourism services,and visitor information.
History of Hospitality Industy
The roots of the lodging industry are known to lie back in the first century and the first otel like facilities were built by Romans and ancient Greeks. From the first centry to Middle Ages there had been many kinds of lodging facilities built and operated.
Hotel visitors were started to be registered for the first time in 15th century France, hotel facilities were first classified according to their service standarts and tariffs were applied in 17th century.
After the industrial revolution in 18th century,hotel investments were increasing all over the world. As opposed to traditional architectural structure of European and Asian lodging facilities,enhanced services and modern design was favored in American hotels. .
Late 19th century was the start of a new era for hotel services as a result of electricity use in buildings. Middle East became a new market for the industry as well as a capital resource centre with the increasing dependence on petrol and expanding air traffic.
Economic development and technologic improvements in 20th century had a positive effect on the hospitality industry which led to better service quality and professionalized market players.At the end of the century,hotel markets were fully controlled by the investors and the development was driven by profit expectations and customer needs, rather than arcitetural concerns.
The economic downturn at the beginning of 21st century together with the affects of terrorist attacks in USA led the international lodging industry shrink for two years.However,the industry rapidly recovered and kept growing from 2003 to mid 2008.
A hotel usually offers guests a full range of accommodations and services,which may include reservations,suites,public dining and banquet facilities,lounge and entertainment areas,room service, cable television,personal computers,business services,meeting rooms,specialty shops,personal services,valet,laundry,hair care,swimming pool and other recreational activities,gaming/casino operations,ground transportation to and from an airport,and concierge services.The size of the property can range from 20 to more than 2,000 rooms.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.Propertiessometimes specialize in catering to particular markets,such as conventions or gambling.Casino hotels usually take a secondary role to the casino operation,where the emphasisis on profitable gaming operations.Marriott’s hotels operated as JW Marriott Hotels &Resorts and Renaissance Hotels,as well as Hyatt Hotels & Resorts brands operated as Hyatt Regency,Grand Hyatt,and Park Hyatt Hotels,are examples in this category.
Classification System in Europa
Hotel Classification Systems
The grouping together of hotels providing a given range of services and facilities is an inexact science.The distinction between availability and quality is often blurred.
Early hotels and inns were little more than an available bed and something barely palatable to eat.The emergence of tourism in the latter half of the 19 th century brought with it an improvement of the standards of the early inns.Some pressure was placed on these facilities to offer some minimum standards where the consumer was able to identify a property with specific amenities.The rating system emerged out of efforts by the Automobile and cycling clubs in Europe, who in their tour books displayed hotels, which they recommended to their membership,based on the guaranteed facilities which these hotels/inns offered.
This led to the establishment of rating systems such as the Automobile Association (AA) and its American counterpart the (AAA) and the Michellin tyre company’s – Michellin Red Guide and other mobile guides.
After World War II National Tourist Boards began to consider some form of hotel registration/classification system.There was some difficulty in doing so.By 1970 only five European countries had national classification systems,by 1980 this number increased to 22 European countries and 60 countries worldwide.
The criteria applied by the classification systems were, and still are not uniformed.There were various meanings attached to registration,classification and grading.
Registration:Form of licensing which,may or may not demand a minimum standard.Signifies some conformation with health fire safety legislation.Implies a minimum criteria.
Classification:Separation of different types and ranges of accommodation into several categories based on a range of criteria.Hotel accommodations can allow for five to seven categories to be applied.Other forms of accommodation e.g.motels,guesthouses and self catering apartments seldom justify more than two or three classes.
Grading:Often combine with classification,this is a quality assessment awarding a symbol to denote an above average service to an accommodation facility.E.g Green globe classification systems for environment.
Popular Classification Systems
Official Hotel and Resort Guide (OHRG)
Travel Industry classification system ratings are deemed as being comparable around the world, making it easier for professionals in the travel trade.
Ten Quality levels which can be divided as follows;
Deluxe:Super Deluxe,Deluxe, Moderate Deluxe,
First Class:Superior First Class,First Class,Limited Service First Class,Moderate First class
Tourist:Superior tourist class,tourist class,moderate tourist class
These rating combine two elements
1.Quality of quest accommodations
a.Room size,quality of furnishings
2.Extent of hotel facilities
a.Number and size of public rooms and meeting facilities
AA rating system (British System)
This system focuses on a consumer’s perspective on accommodation properties.The objective was to introduce a classification system easily understood by the consumer.This system is part of the description of properties seen in travel books.The American version is the AAA system.
Minimum Requirements for AA Recognition;
One Star Hotels
Hotels in this classification are likely to be small and independently owned,with a family atmosphere. Services may be provided by the owner and family on an informal basis.There may be a limited range of facilities and meals may be fairly simple.Lunch,for example,may not be served.Some bedrooms may not have en suite bath/shower rooms.Maintenance,cleanliness and comfort should,however, always be of an acceptable standard.
Two Star Hotels
In this classification hotels will typically be small to medium sized and offer more extensive facilities than at the one star level.Some business hotels come into the two star classification and guests can expect comfortable,well equipped,overnight accommodation,usually with an en-suite bath/shower room.Reception and other staff will aim for a more professional presentation than at the one star level, and offer a wider range of straightforward services,including food and drink.
Three Star Hotels
At this level,hotels are usually of a size to support higher staffing levels,and a significantly greater quality and range of facilities than at the lower star classifications.Reception and the other public rooms will be more spacious and the restaurant will normally also cater for nonresidents.All bedrooms will have fully en suite bath and shower rooms and offer a good standard of comfort and equipment, such as a hair dryer,direct dial telephone,toiletries in the bathroom.Some room service can be expected,and some provision for business travelers.
Expectations at this level include a degree of luxury as well as quality in the furnishings,decor and equipment, in every area of the hotel.Bedrooms will also usually offer more space than at the lower star levels,and well designed,coordinated furnishings and decor.The en-suite bathrooms will have both bath and fixed shower.There will be a high enough ratio of staff to guests to provide services like porterage,24-hour room service,laundry and dry-cleaning.The restaurant will demonstrate a serious approach to its cuisine.
Five Star Hotels
Here you should find spacious and luxurious accommodation throughout the hotel,matching the best international standards Interior design should impress with its quality and attention to detail,comfort and elegance.Furnishings should be immaculate.Services should be formal,well supervised and flawless in attention to guests' needs,without being intrusive.The restaurant will demonstrate a high level of technical skill,producing dishes to the highest international standards.Staff will be knowledgeable,helpful,well versed in all aspects of customer care,combining efficiency with courtesy.
Red Star Awards
AA star classifications are usually depicted in black on signs and in the AA's guides and electronic products.However,at each of the five classification levels,the AA recognizes exceptional quality of accommodation and hospitality by awarding Red Stars for excellence.A hotel with Red Stars,therefore,has been judged to be the best in its star classification and recognizes that the hotel offers outstanding levels of comfort,hospitality and customer care.
Country House Hotels
Country House Hotels offer a relaxed,informal atmosphere, with an emphasis on personal welcome. They are usually,but not always,in a secluded or rural setting and should offer peace and quiet regardless of location.
Town House Accommodation
This classification denotes small,personally run hotels which afford a high degree of privacy, concentrate on luxuriously furnished bedrooms and suites,with high-quality room service rather than the public rooms or formal dining rooms usually associated with hotels, but they are usually in areas well served by restaurants.All fall within the Four or Five Star classification.
Travel Accommodation (Lodges)
This classification denotes budget accommodation,suitable for an overnight stay usually in purpose-built units close to main roads and motorways,often forming part of motorway service areas.They provide consistent levels of accommodation and service,matching today's expectations.
The term guest-house can lead to some confusion,particularly when many include the word hotel in their name.For AA purposes,small and private hotels are included in this category when they cannot offer all the services required for the AA hotel star rating system.The term does not imply that guesthouses are inferior to hotels,just that they are different.Many,indeed,offer a very high standard of accommodation.
It is not unusual to be offered en suite bathrooms,for instance,or to find a direct-dial telephone and a colour television in your room.Some guest-houses offer bed and breakfast only,so guests must go out for the evening meal.These facilities should state clearly if there are any restrictions to your access to the house, and whether they offer any meals.This should be communicated to the customer when booking.
Farmhouse accommodation is particularly noted for being relatively inexpensive and cosy,with good home-cooking where appropriate.Some are working farms,Guest are at times allowed to participate or view farm activities,there are cases where guest accommodation is run as a separate concern from the farm,and visitors are discouraged from venturing on to the working land.Standards will vary considerably,Some of farmhouses are grand ex-manor houses furnished with antiques and offering a stylish way of life,whereas others offer more simply furnished accommodation,and in others guests may have to share the family bathroom and sitting/dining room.
Pubs and Inns
We all know what we can expect to find in a traditional inn a cosy bar,a convivial atmosphere,decent beer and pub food.Nevertheless,there are a few extra criteria which must be met for the AA classification:breakfast is a must,in a suitable breakfast room, and the inn should also serve at least light meals during licensing hours.A number of small,fully licensed hotels are classified as inns,and the character of the properties will vary according to whether they are traditional country inns or larger establishments in towns.
AA Rosette Awards
The AA makes annual rosette awards on a rising scale of one to five for the quality of food served in restaurants and hotel restaurants.Only those offering the highest international standards of cuisine and service will merit the AA's top awards of four or five rosettes.
Outstanding Quality (5 and 4 Rosettes)
Five rosettes is the supreme accolade, made to chefs at the very top of their profession.This award recognizes superlative standards of cuisine at an international level,evident at every visit in every element of the meal.Creativity,skill and attention to detail will produce dishes cooked to perfection, with intense,exciting flavours in harmonious combinations and faultless presentation.Menus may be innovative or classical,and may use luxury ingredients like lobster,truffles,foie gras,etc…often in unexpected combinations and with secret ingredients that add an extra dimension of taste and interest.
At this level,cuisine should be innovative,daring,highly accomplished and achieve a noteworthy standard of consistency,accuracy and flair throughout all the elements of the mealExcitement, vibrancy and superb technical skill will be the keynotes.
Only cooking of the highest national standard receives three or more rosettes.Menus will be imaginative;dishes should be accurately cooked,demonstrate well developed technical skills and a high degree of flair in their composition.Ingredients will be first-class,usually from a range of specialist suppliers, including local produce only if its quality is excellent.Most items breads,pastries,pasta,petits fours will be made in the kitchens,but if any are bought in,for example,breads,the quality will be excellent.
Good Quality (2 and 1 Rosettes)
Two rosettes denote cooking that displays a high degree of competence on the part of the chef.The menus should include some imaginative dishes,making use of very good raw ingredients,as well as some tried and tested favourites.Flavours should be well balanced and complement or contrast with one another,not over-dominate.One rosette denotes simple,carefully prepared food,based on good quality,fresh ingredients,cooked in such a way as to emphasize honest flavours.Sauces and desserts will be home-made and the cooking will equate to first-class home cooking.
In order to carry out its mission,global and departmental goals and objectives,every company shall build a formal structure depicting different hierarchy of management, supervision,and employee (staff)levels.This very structure is refereed to as organization chart.Moreover,the organization chart shows reporting relationships span of management,and staff/line functions.
There are two types of relationships that might exist between any two functions at any organization chart.These are;
1-Solid Lines:This kind of relationship shows Direct Line Accountability.To illustrate,if position A and B are linked with a solid line,it means (for example) that A shall report to B,that B shall tell A what to do,when to do,and how to it.Lastly,B shall be liable (i.e. responsible) for A.
2-Dotted Lines:This kind of relationship entitles both positions linked with dotted lines to have a high degree of Cooperation and Communication but not direct line accountability.Usually in the hotel industry, where the sole aim is to satisfy guests, positions,whatsoever level in the hierarchy they occupy,shall coordinate jointly their efforts so as to provide quality, standard product to their customers.Therefore,examples of dotted lines are numerous in hotel organization charts.
Every organization chart shall be flexible,to reflect the ever-changing environmental dynamics and, hence be able to survive.In accordance,organization charts shall be reviewed periodically in order to determine whether the actual organization still match the environment needs (i.e. guests,employees, technology,competitor's needs…) or not.A SWOT analysis (i.e.: Strengths,Weaknesses, Opportunities,and Threats) shall be a good start to initiate a change in the organization chart or not. Last but not least,it is of extreme importance that there are no 2 hotels having exactly the same organization chart,and that a hotel might have an organization chart change over time.For, organization charts shall be tailored to fit the needs of each individual property.
In a statistics conducted by the U.S. Lodging Industry in 1995,it has been shown that the majority of hotels revenues (60.2 %) are generated from Rooms Division Department under the form of room sales. This very department provides the services guests expect during their stay in the Hotel.Lastly, the Rooms Division Department is typically composed of five different departments:
Beneath is a brief description of the different departments decomposing the Rooms Division Department,along with their related main responsibilities:
2. Food & Beverage Department:
According to U.S. Lodging 1995 statistics,F&B Department constitutes the second largest revenue generator of a typical hotel with an average of 23.1 for Food sales,and 8.6 % for Beverage sales.In a five-star hotel,Food and Beverage outlets might have the following forms:
-Catering Functions Þ Wedding,Birthdays…
A typical hotel should usually have Sales & Marketing division.However, if the staff size, volume business,hotel size,expected group arrivals is low enough, the hotel might have marketing staff placed under the reservation department (i.e.No need for a Sales & Marketing Division).
A typical Sales & Marketing Division is composed of four different departments:
The Accounting Division monitors the financial activities of the property.Some of the activities that are undertaken in the Accounting Division are listed below:
-Pays outstanding invoices
-Distributes unpaid statements
-Collects amounts owed
-Accumulates operating data
-Compiles financial reports
-Makes bank deposits
-Secures cash loans
-Performs other control and processing functions
5-Engineering and Maintenance Division:
This very department maintains the property's structure and grounds as well as electrical and mechanical equipment.Some hotels might have this very division under different names,such as maintenance division,property operation and maintenance department…
Security division personnel are usually screened from in-house personnel,security officers or retired police officers,across certain physical skills, and prior experience.
Some of the functions of the security division are listed below:
-Patrols the property
-Monitors supervision equipment
-Ensures safety and security of guests, visitors, and employees
7-Human Resources Division:
Some of the duties of the human resources division are listed below:
-Responsible for external & internal recruitment
-Calculates employees' salaries, compensation, and tax withholding…
-Administrates employees' paperwork, monitors attendance…
-Maintains good relations with Labor Unions
-Ensures employees' safety and working conditions
All the above mentioned departments and/or divisions should exist in a typical five-star hotel;however there might be some revenue generators that are specific to certain hotels but not existing in others. Below is a list of some possible extra or other divisions that might exist in a hotel:
-Retail Outlets (i.e.: Shops rented to outsiders or managed by the hotel)
-Recreation Facilities (ex: Fitness Center,Tennis Courts,and Cinema Saloons…)
Organizatin of Front Office Department
The front office has the following functions:
- Sells guestrooms
- Registers guests, assigns guestrooms
- Processes future room reservations
- Coordinates guest service
- Provides information
- Maintains accurate room status information
- Manages all guest accounts and credit limits
- Produces guest account statements
- Completes a financial settlement with each guest upon departure.
The front office is the most visible department in a hotel and the front desk typically occupies a prominent place in the hotel’s lobby.Guests come to the front desk to register,to receive room assignments,inquire about available services,facilities and the city or surrounding area;and to check out.Since the front office may be the only contact a guest has with the hotel it is essential that the staff of the front office is organized,competent,and courteous.The front desk often serves as the focal point for guest requests regarding housekeeping, engineering, and information.Other services provided by the front office of a hotel handling guest and house mail, messaging services for the guest, and departing the guest from the hotel. Front office cashiers post charges and payments to guest accounts,all of which are later verified during an account auditingprocedure.Front desk personnel also may verify outstanding accounts receivable,and produce daily reports for management.
The main two important areas where collaboration is vital between the Housekeeping and Front Office Department are listed below:
1-Have always clean rooms for expected arrivals and stayovers
2-Satisfy special guest needs as far as amenities and facilities requested in their rooms are concerned
1-Cleaning and Inspection Process:
The Room Status for each room determines how much effort,time,labor,and hence scheduled staff is needed by the Housekeeping Department on any shift.
The Housekeeping Department shall first clean rooms for expected arrivals first,then stayover rooms and eventually vacant rooms!The reason is that rooms for new arrivals takes more time to be cleaned to hotel standards again and that guests might come any time to request their rooms even before the pre-determined beginning of check-in time!
That’s why;the Housekeeping Department shall be communicated from the reservation department on a daily basis Expected Arrival,Stayover,and Departure Lists to be able to schedule the optimum number of room maids and inspectors for the expected business volume!
Moreover,bearing in mind the cleaning procedure of guest rooms explained above,there should be a communication between the Front Office Department and Housekeeping Department to be able to communicate the recent room status of each room!This communication is vital because nobody would like to make a guest wait in the lobby because his/her room is not yet clean or due to the fact that the Housekeeping Department did not communicate on real time the status to the Front Office!Lastly,the Housekeeping Department shall ensure that every room maid shall use efficiently most of his valuable time in cleaning not in going back and forth in the corridors!
Yet, since some hotels might operate under the manual or Semi-automated systems,some delays and hence,problems might occur!To illustrate,let’s consider the guest room cleaning process along with the different operating modes under which a hotel might operate:
Under this very system,due to the fact that room maids shall first clean rooms for new arrival,then stayover rooms and at last vacant rooms,these very cleaning personnel have two ways to do it:
-Post to cleaning each room,go to the Housekeeping Department,inform them about the status and then come back to clean the next room.This would solve the potential problem that a guest might be waiting for a clean room due to a communication of the housekeeping department not in real tome! However this would decrease the number of rooms cleaned and inspected by room maids and inspectors,which would mean higher housekeeping labor costs!
-Post to cleaning certain category of rooms, and/or all rooms, room maids inform the Housekeeping Department,and then inspectors would inspect all rooms,at the same time,inform the department about the recent statuses!!This would increase maids’ and inspectors’ efficiency but would cause guests waiting in the lobby to be escorted to their rooms!
Under this very system,room maids and inspectors might use either a phone machine situated at the center of each corridor,or pagers and beepers to communicate the recent room status.This proved to be efficient as to minimize labor cost and the time that a guest spends on the lobby waiting to be escorted to his/her room! However,this might create some problems:
-Upon the usage of beepers,the Housekeeping Department doesn’t know exactly which room is cleaned or inspected,therefore will spend needless time to be certain which would put more stress on Check-in personnel to convince a waiting guest in the lobby area!
-Guests tend to be both not at ease and dissatisfied seeing hotel personnel in their rooms using pagers and might think that something wrong happened in their rooms!
c-Fully Automated System
This is the best system,which eliminates nearly all time losses spent by room maids and inspectors,to inform the Housekeeping Department and the time needed to be spent needlessly at the lobby area!
Under this very system,each room maid and inspector, prior to the fulfillment of his or her duties in the room,can send a coded message from the guest’s room telephone to the Housekeeping Department. Later an electronic message can be send automatically to check-in personnel confirming that the room is cleaned to standards and waiting for the next arrival!
2. Room Status Report:
The Front Office and the Housekeeping Department shall prepare at the same time,as frequent as needed by management,their room status reports, which lists,according to each department,the recent room status of each room in the hotel.Later,these two reports shall be cross-referenced and compared to detect room status discrepancies and correct them as soon as possible in order to maximize room revenue,detect skippers before it is too late…
In the manual systemroom status reports shall be reconciled at least each hour.This very frequency might increase as the business volume increases (i.e.in the high season)!
In the semi-automated system,reconciliation shall be at least once per shift (preferably at the beginning of each shift)!
Lastly under the fully automated system,since housekeeping and front office department’s communication is ensured electronically on real time,reconciliation needs to be done only at the night shift by the night auditor!
3. Room Guest Needs Satisfaction:
If at the reservation or registration process,guests have communicated certain specific needs related to certain specific amenities and/or facilities that needed to be provided in the room,then the Front Office Department shall communicate this directly to the Housekeeping Department or indirectly to the Concierge who shall further communicate this to the Housekeeping Department and follow up to ensure the actual provision in a timely and accurate manner!
Importance of Housekeeping
-Housekeeping is the department that deals essentially with cleanliness and all ancillary service attached to that.
-The standard plays an important role in the reputation of the hotels.One feels comfortable only in the environment which is clean and well ordered, so cleanliness is important for health foremost also for well being.
-Accommodation in hotels tend to be the largest part of the hotel,it is the most revenue generating department,the housekeeping department takes care of all rooms is often largest department in hotels.
-The rooms in hotels are offered as accommodation to travelers/guest as individual units of bedroom. Some interconnected rooms are also made which will be helpful to the guest and families. Many hotels offer suits to the guest.
-Hotel offer laundry,dry leaning facilities for guest clothes,shoe polishing facilities also.
-Hotel aims to make environment comfortable and offer specialised service to the guest.
-Hotel offer guest the choice of specialty restaurant,coffee shop.The bar also sells liquors which generate the revenue of the hotel.They are available in banqueting,meeting and private party facilities.
-Revenue can be generated from conferencing,meeting,seminar etc.
-These days shopping arcade also found in hotels.
-A health club is a part of facilities of most large hotels especially resort hotels this also include swimming pool and spa facilities.
-Hotels try to make the ambiance as pleasant as possible by nice colour scheme,attractive furnishing and a well kept efficient staff.
-House keeping is the department determine to a large extent whether guests are happy during stay and in turn mankind they return to the hotel.
-The fine accommodation and service are provided to the guest so they are pleased with the hotel.The guest satisfaction is its primary object and the hygiene factor must always be present in the hotel.
In hotels major part of revenue comes from rooms,rooms which is not sold on any night losses revenue forever and reason for poor occupancy can be anything like hygiene factor,cleanliness,lack of modernizing etc.hence main purpose is to improve whole appeal of the room.A guest spend more time alone in his room than any other part of the hotel,so he can check up the cleanliness he wishes to as some of the guest are more health conscious these days.
He may check up dusting,in-depth cleaning and losses confidence if properly not done e.g.If drawers are not cleaned he may generally won't feel like putting his clothes down.Decent room supplies are service like quick laundry and dry cleaning service shows guest that hotel is considering his comfort and wishes to please him. not only this from the cleanliness of lobby, public area,restaurant, cloakrooms,the state and cleanliness of uniform the guest can judge a lot about hotel.It can be positive or negative judgement we can conclude that housekeeping department contributes greatly to all guest impression of the hotel.
In this report,room division had analyzed.The major departments in the rooms division are Front Office and Housekeeping.A few hotel may also include security.Especially,Front Office department and Housekeeping department had examined thoroughly in this report.
The main purpose of hotel organizations are that increase the rate of room occupancyrate,achive customer satisfaction and finally get high profit margine.For that,each departments in hotel organizations are very important to succeed organization.Some departments works for financing goals of organization(marketing&sales,purchase,banquet etc…) and some departments works for customer satisfaction.But all department has that goals.
Room Division is the most important revenue center for hotel organization.The main goal of hotel organizations sells room.Other activities like food and beverage are fringe benefits.In this step Front Office department firstly should sell rooms(up-selling) after that they should sell other departments products(cross-selling).
Front Office departmant is heart of the hotel organization.Interdepartmental communication is very important for succees of hotel organization.In this step Front Office department has huge responsibility.Because Front Office department is focal point for all departments.
On the other hand,Front Office department is very important for customer satisfaction.When customer comes to hotel,firstly they encourter with Front Office department.It is first impression for them.And this impression is very important for customer thinks.After this step if customers have a problem,they call to reception firstly.If they wants to know something about hotel or environment,they ask to recepcion.For this reasons,Front Office personnel should know duty and responsibilities.They should know everythink about hotel and environment and they should inform customer.
Housekeeping department the most vital department in a hotel. Housekeeping is the department that deals essentially with cleanliness and all ancillary service attached to that.Housekeeping departmant has highest impact on customers. AndCleanliness is the key to success of organization.Because customers wants clean and tidy room.On the other hand Housekeeping department is largest department in terms of people.For this reasons Housekeeping department is important for organizations.
Finally,room division is very important for hotel organizations.So room division managers and personnels should be experienced,knowledgeable and smiling.First of all they should know human relationship.If hotel organizations wants to succeed,they should give importance to Front Office department.