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Hot 103-Chapter 07
- 1.
- 2. How is aHotel Organized? Revenue Centers Cost Centers Compliance with ADA Control Systems
- 3. Business of Renting Rooms Size does matter 100-5,000 CityCenter Highway & so on Rooms, Coffee Shops, Restaurants, Swimming pools, golf, recreational etc. Hotels cannot be alike, attract guest & serve, & make reasonable profits
- 4. Accommodates people who needshousing Requires basic organization techniques to better serve their visitors Distribution of necessary works into different sections for cooperation & monitoring Divisions for hotel organization are revenue center & cost center Systematic process of distributing & organizing necessary jobs & services into different departments to ensure proficiency Management technique , every division plays an important role & its tasks are valuable aspect contributing to general service of establishment
- 5. Rooms Food & Beverage Telecommunications Rentals Fitness& Recreation Marketing Engineering Accounting Human Resources Security
- 7. Rooms 67% Rentals & Others 2% OtherDepartments 5% Food & Beverage 26% Revenues Rooms Rentals & Others Other Departments Food & Beverage
- 8. Front Office ReservationsHousekeeping Uniformed service
- 9. Greeting Guests Registering Guest Method of Payment Room Allotment & Assigning Issuanceof Guest Room Keys Informing Facilities, Q&A, Property & Surroundings Assist Guest in luggage & such services
- 10. Internet, Expedia Travelocity, Booking TravelAgents, TA Hotel Representatives Tour Operators Independent Reservations Systems Airlines & others
- 11. Setting up most effective pricing structure Limiting no of reservations •Nights • Room Type • Length of stay Review inventory controls, rates Volume discounts for wholesalers & groups Selling right product Obtaining more revenues from current & potential business Effective Sales instead Order Takers
- 12. Removing Soiled Linen &Replace with Fresh Bed & Blankets for Damage Making Beds Trash Management Broken appliances, shades, drapes, MEP etc. Closets Drawers Over all cleaning room & bathroom Replacing towels & amenities
- 13. Guest service Belldesk Concierge Transportation Valet-parking
- 14. Average Daily Rate(ADR) ADR = Rooms Revenue ÷ Rooms Occupied Occupancy Percentage (OP) OP = Rooms Occupied ÷ Rooms Available x 100 Revenue Per Available Room (REVPAR) REVPAR = OP x ADR
- 15. Restaurants Catering RoomService Support & Control Services
- 16.
- 17. Long hours ofoperation Low check averages Too many facilities High turnover Costly entertainment (where applicable) Insufficient marketing
- 18. Communications Telephone Internet Secretarial Services Concessions, Rentals &Commissions F & B Gift Shop or Book Shop Beauty Salon Tour & Rent a Car Laundry Shops & Offices Jewelry Shops Flower Shops Fitness & Recreational Gym Swimming Pool Spa Tennis Memberships
- 20. Contacting Groups & Individuals Advertising • Print,Television, Internet, Radio etc. Public Relations Trade Shows & Expo Travel Agents Hotel Familiarization CSR
- 21. Physical upkeep Building FF&E Preserve Image Revenue Producing Areas Property Comfortable Guest& Employees Safety Guest & Employees Repairs & Equipment
- 22. Employees as an Asset Recruiting Training& Development Evaluation, Motivation, Discipline, Promotion etc.
- 23. Forecasting & Budgets Receivable& Payable Cost Controls Purchasing, Receiving, Capital Inventory etc. Record Keeping, Financial statements, Daily Operating reports etc. • Revenue Centers • Cost Centers
- 24. Security Officers Rounds, Suspicious activities Investigations & Law Enforcement Agencies Equipment TwoWay Radios CCTV Fire Fighting System & Equipment Keys Control System Safety Procedures Fire, Bomb & Terrorism Guest & Employees Keys & Identifications
- 25. Hotel Parking & Entrances Hotel Staff &Training Hotel Room Information & Room Features Hotel Bathrooms Hotel Door Handles, Hardware, & Electronics Hotel Pools & Other Amenities
- 26. Measure performance levels & takecorrective actions Establish goals against which results can be measured System allows managers to quickly recognize & correct deviations Accurate forecasting systems Training plays a key role in control systems
- 27.
- 28. Uniform System of Accountfor Hotel Summary Operating Statement Operating Departments Undistributed Departments Non-Operating Income & Expenses Labor Financial Statements Financial Ratios & Operating Metrics Revenue & Expense Guide Timeline for Implementation
- 29. Set standards for needs& expectations Select employees to achieve standards Train employees to every level Involve employees in JDs, problem solving etc. Evaluations if guest & employee are happy Rewards over achievements
- 30. Setting Standards Selecting Employees TrainingEmployees Involving Employees Evaluating Quality Programs
- 31. Property Management System Point-of-sale system Sales& Catering system Inventory/purchasing system Accounting system Telecommunications system Electronic door lock system Energy management system Internet access Television system Minibars
- 32.