FUNDUMENTALS IN LODGNG OPERATIONS MODULE FOR MIDTERM

PIMSAT COLLEGES
DAGUPAN CITY & SAN CARLOS CITY CAMPUS
College Of International Hospitality
Management
EXCELLENCE HOSPITALITY PROFESSIONALISM INTEGRITY LEADERSHIP

ACCREDITED LEVEL 1 BY PHILIPPINE ASSOCIATION OF COLLEGES

AND UNIVERSITIES COMMISSION ON ACCREDITATION

MODULE: MIDTERM PERIOD

FUNDAMENTALS IN LODGING
OPERATIONS
1ST SEMESTER ACADEMIC YEAR 2020 - 2021
1ST YEAR: BS HOSPITALITY MANAGEMENT

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LEARNING OBJECTIVES:

After this lesson, you should be able to:

Discuss the main function of the rooms division department;

Draw an organizational chart and identify the personnel assigned on the rooms
division department;
Describe the functions of the front office, communication, uniformed services,

LEARNING CONTENT:

ROOMS DIVISION DEPARTMENT

A full service hotel is composed of six major departments performing important

functions that contribute to its success. Each department is headed by a director that
regularly reports to the general manager and is responsible for the overall performance
of his department.

In this module we will discuss the first major department which is the rooms division
whose main function is for the sales and maintenance of hotel guestrooms.

ROOMS DIVISION

The Rooms division manager is responsible to the GM for the efficient and effective
leadership and operation of all the rooms division departments. They include concerns
such as the following:

Financial responsibility for rooms division

Employee satisfaction goals
Guest satisfaction goals
Guest services
Guest relations
Security
Gift shop

The rooms division consists of the following departments:

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Front office
Reservations
Housekeeping
Concierge
Guest services
Bell Service
Valet

A. FRONT OFFICE

The front office is considered the hub or nerve center of the hotel. It is the department
that makes a first impression on the guest and one that the guest relies on throughout
his or her stay for information and service.

The front office operation consists of four primary activities that are known in the lodging
industry by the following terms:

1. Check-in

Check-in refers to a process by which people become guests in a lodging

establishment. Check-in takes place in a reception area or front desk. Here, guests
register, are assigned accommodations, and pick up keys for these accommodation.

2. Information

The goal of the information activity in a hotel or motel is to serve the special needs of
guests and employees for information about:

Guests
Goods and services

3. Check-out

Check-out refers to a process by which guests terminate their status as guests ofa
lodging establishment. The goal of check-out activity in hotels, motels, and other lodging
operations is to accomplish this process. During check-out, guests surrender the keys,

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verify the accuracy of their bills, and settle their accounts. Guest accounts may be
settled in two basic methods: by some form of cash or by credit card.

4. Front office manager (FOM)

The Front office manager is responsible for enhancing guest services by constantly
developing services to meet guests' needs.

Example: Having a guest service associate greet guests as they arrive at the hotel,
escort them to the front desk, and then personally allocate the room and take the guest
and luggage to the room.

Responsibilities:

Check night clerk report.

Review previous night's occupancy.
Review previous night's average rate.
Look over market mix.
Check complimentary rooms.
Verify group rooms to be picked up for the next thirty days
Review arrival and departures for the day.
Review the VIP list and prepare pre-registration.
Arrange pre-registrations for all arrivals.
Attend rooms divisions and operations meetings.
Review arrivals and departures for next day.
Make staffing adjustments needed for arrivals and departures.
Review scheduling (done weekly).
Meet with lead GSAs (done daily).

Desk Clerk, Desk Attendant, Receptionist, or Rooms Agent

Basic Functions:

Clerk handles rooming and cashiering duties.

Welcomes and registers arriving guests.

Presents statements and collects payment.

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A front desk clerk must be able to work under pressure. Constant interruptions to the
actual work of the front desk occur and employees are always on stage; therefore, it is
necessary to maintain composure even during moments of apparent panic

Responsibilities:

Displays a friendly and professional manner in all dealings with guests, patrons,
and other employees.
Welcomes and registers hotel guests with an emphasis on fulfilling their
requests.
Follows special handling and credit procedures.
ls familiar with room availability for current and future dates.
Maximizes revenue and guest satisfaction by means of selling techniques.
Selects and blocks rooms for arriving guests.
Preregisters individuals and groups.
Assists in escorting VIP and returns guests to their rooms.
Work closely with concierge staff to handle guest luggage and special requests.
Follows through in rooming process by contacting guest by telephone to ensure
satisfaction.
Checks guest out according to set procedures.
Exchanges foreign currency.
Issues safety deposit boxes.
Posts charges to guest accounts.
Reconciles all cashier transactions at the close of shift.
Coordinates and follows up with other departments to handle guests'
special requirements.
Handles and reports guests' problems and complaints.

Night Auditor

The night auditor waits until the hotel quiets down at about 1:00 A.M. and then begins
the task of balancing the guest's accounts receivable. The other duties include the
following8

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Post any charges that the evening shift was not able to post.
Pass discrepancies to shift managers in the morning.
Run backup reports so if the computer system fails the hotel will up-to- date
information to operate a manual system.
Reconcile point of sale and PMS (Property Management System) to guest
accounts.
Complete and distribute the daily report.
Determine areas of the hotel where theft could potentially occur.

B. RESERVATIONS

The term reservation refers to an arrangement by which lodging operators hold

accommodations for guests who will be arriving at some later time.

The Reservations department is headed by the Reservations manager who is the same
level as the Front office manager and reports directly to the director of rooms division or
the director of sales.

Goals of Reservation:

 To provide assurance to prospective guests that suitable accommodation will be

available to them at a specific price for a specified period.
 To ensure that the greatest number of rooms possible are occupied eachlay and
that the rates charged for those rooms are the highest possible.

A reservation is the first contact for the guest or person making the reservation tor the
guest. Although the contact may be by telephone, a distinct impression of the hotel is
registered with the guest. This calls for exceptional telephone manners and
telemarketing skills. The reservation department generally works from 8:00 A.M. to 6:00
P.M.

Reservations originate from a variety of sources:

1. Telephone to the same property

Fax
Letter

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Cable

2. Corporate/1-800 numbers

3. Travel agents

4. The Internet (Websites, Facebook, Twitter)

5. Meeting planners

6. Tour operators

7. Referral from another company property

8. Representatives

9. Walk-in

Types of Reservation

1. Confirmed reservation - is a reservation made with sufficient time for a confirmation

slip to be returned to the client by mail or fax.

2. Guaranteed reservation - refers toa reservation where the client pays for the first
night prior to his or her arrival. This may be in the form of a credit card number or
receipt of the first day's payment.

3. Regular reservation or non-guaranteed reservation - type of reservation not paid

in advarnce and the room is held until a specified time (usually 6 P.M.) on the date of
arrival.

Yield Management

In recent years, many hotels have instituted a reservation system taken from the airline
industry called yield management. Yield management is the process of allocating the
right type of capacity to the right kind of customer at the right price.

It consists of two separate but related parts:

1. Room inventory management is handled by the desk staff

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2. Pricing by the hotel's management

Although each hotel chain has a different variation of it, the goal is the same for all-to
obtain maximum occupancy at maximum rates.

C. TELEPHONE EXCHANGE

The communications PABX includes:

In-house communications
Guest communications such as
pagers and radios
Voice mail
Faxes
Messages
Emergency center

The Telephone Exchange Section is a vital part of the smooth running of the hotel.
Guests often have their first contact with the hotel by telephone. This underlines the
importance of prompt and courteous attention to all calls. It is also a profit center
because hotels generally add a 50 percent charge to all long-distance calls placed from
guest rooms.

Communications operates twenty four hours a day, in mudh the same way as the front
office does, having three shifts. It is essential that this section be staffed with people
who are trained to be calm under pressure and who follow emergency procedures.

D. GUEST SERVICES/ UNIFORMED SERVICES

The guest service department or uniformed staff is headed by a guest services manager
who may also happen to be the bell captain. The staff consists of door atendants and
bell persons and the concierge-although in some hotels the concierge reports directly to
the front office manager. People i these positions usually receive gratuities or tips from
guests for their services.

Door attendants, Doorman or Doorperson

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Door attendants are the hotel's unofficial greeters. Because they have much guest
contact, they need a pleasant, outgoing personality.

Responsibilities:

Greet guests at the hotel front door

Assist in opening/closing automobile doors
Remove luggage from the trunk
Hailing taxis
Keeping the hotel entrance clear of vehicles
Give guests information about the hotel and the local area in a courteous and
friendly way

Bellman or Bellperson

Basis Functions:

Handles guest's luggage

Escorts guests to their rooms
Provide information on hotel services and room amenities
Maintains the guest luggage storage area

Responsibilities:

Escort guests to elevators and delivers luggage via service elevator.

Place luggage in guestroom.
Explain room features to guests, offers ice, and asks if pressing 1s required.
Explain hotel services and food and beverage outlets.
Transfer guest's luggage when room change is required.
For checkouts, remove luggage from guestroom via service elevator.
Assist concierge staff as needed.
Remain at lobby post when not otherwise occupied.
Relieve door attendant during meal breaks.
Deliver guest messages on an hourly schedule.
Deliver packages, mail, and flowers to guestrooms.

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Look after flags as instructed by supervisor.

Enter every service provided in a log book.
Perform other duties as assigned by concierge.

E. CONCIERGE

The concierge is a uniformed employee of the hotel who has her or his own separate
desk in the lobby or on special concierge floors. The concierge is a separate
department from the front office room clerks and cashiers.

Basic Functions:

To operate an efficient and effective concierge department, ensuring a high degree of

guest satisfaction and return, in an atmosphere of hospitality. Does So in a dignified,
positive, friendly manner and completes each guest request to the highest standard.

Responsibilities:

Conduct himself/ herself in a professional manner at all times, reflecting the high
standard of the company.
Maintain a lean, well-groomed appearance in uniform; maintain a clean, well-
organized work area.
Assist guests at the concierge desk and over the telephone, prior to arrival,
during their stay, and after departure.
Keep abreast of all events in the hotel by reviewing memos, messages, special
attraction lists, function sheets, arrival sheets, arrival, departure lists, etc.
Maintain contacts with other businesses in the areas, including restaurants,
airlines, ground transportation agencies, theatres, clubs, entertainment events.
Maintain contacts with other concierges in the city and the company.
Handle mail, messages, deliveries and rentals.
Maintain an inventory of stamps and stationery and knows postage rates for
domestic and foreign shipments. Relays to the duty manager guests' complaints
and problems.
Perform secretarial work.

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Keep current on all city attractions, transportation schedules, entertainment

calendars, recreational charters and rentals, and related services to guests.
Arrange and book tours and special attractions.
Arrange services such as babysitting, shipping, courier dispatches, luggage
repair.
Supply guests with emergency needs for toiletries, umbrellas, etc.
Organize and books onward travel arrangements.
Ensure fast and correct service by bellstaff. Ensure fast and correct valet parking.
Maintain a daily log book.

F. HOUSEKEEPING

The housekeeping department is responsible for the cleanliness, appearance, and

condition of the entire hotel. This includes the public areas. It is the largest department
in terms of number of people employed.

Other functions of the housekeeping department

Efficiently keep as many rooms as possible in a ready condition.

Give information regarding Ready rooms
Interior decorating and arranging fresh flowers for VIPs
Clean guestrooms, public rooms and outside grounds
Attend to the special requests of the guests
Executive housekeeper

Function:

Responsible for maintaining a smooth and efficient flow of operations of the

housekeeping department
See to it that housekeeping maintenance is carried out in accordance with
prescribed standards and policies.

Responsibilities:

Establish goals of his department; plan activities geared towards the attainment
of these objectives and compare actual achievement against goals;

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Prepare and submits operation budget.

Take corrective action for any problem affecting the operation in his department;
attend to customer complaints; coordinate with department concerned for
necessary action.
Conduct job orientation and training of housekeeping personnel.
Call and preside over operational meeting with staff.
Checkers or Supervisors

Basic Function:

Direct and control rooms keeping activities

Ensure conformity to prescribed rooms keeping standards and policies.

Responsibilities:

Conduct rounds and inspection to check the quality of room make-up.

Check and maintain per stock.
Check the thoroughness of room cleaners, and efficiency of new electronic
devices.

Room attendant

Basic Function:

Attend to the maintenance and upkeep of all guestrooms and service areas
assigned to him/her.

Responsibilities:

Look after the maintenance of cleanliness, orderliness and sanitation in his

assigned guestrooms.
Performs turndown service.
Attend to the needs and additional requests of guests.
Reports and surrender all lost and found items to supervisor.
Assist in the inventory of guest supplies and linens.

Laundry personnel

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Basic Function:

Responsible for washing and drying of guest laundry and hotel linens such as
bed sheets, pillowcases, towels, table cloths and napkins.

G. SECURITY/LOSS PREVENTION

The security division is responsible for maintaining security alarm systems and
implementing procedures aimed at protecting the personal property of guests and
employees and the hotel itself.

Responsibilities:

Make regular rounds of the hotel premises including guest floors, corridors,
public and private function rooms, parking areas, and offices.
Observe suspicious behaviour and take appropriate action, investigate incidents,
and coordinate with local law enforcement agencies.

Security Officer

Security Measures For Hotels

The hotel and hospitality industry is one which is based on service delivery, and with
good service comes good security. The guest's security is integral to the hotels success,
as poor security can expose guests to a plethora of risks and Compromise the
reputation of the hotel. Security is an essential investment for the success of a hotel,
however large or small it is. The guest's peace of mind is central to whether or not they
will return to stay again. There are particular risks that are pervasive in hotels one of
which is unauthorised visitors. Any detection of unauthorised or suspicious visitors
should be communicated immediately to patrolling security staff wh0 are fully trained to
deal with the situation in a safe and professional way, causing minimal disruption. Other
key security measures include key/door security and control, adequate staff
identification measures, front desk security, corridor patrolling and CCTV and camera
control.

SUMMARY

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The rooms division department consists of six sub departments such as the front office
headed by the front office manager, the reservations headed by the reservations
managers, housekeeping headed by the executive housekeeper, security and guest
services headed by the bell captain. Each department has its vital role in providing first
impression to hotel guests. This department is mainly responsible for the selling and
maintenance of hotel guestrooms and they provide first impression to guests.

Prepared by:

MARK ANTHONY BAUTISTA, BSHRM

Faculty, College of International Hospitality Mgt.

Recommending Approval:

ADONIS CARINO, MBA

Dean, College of International Hospitality Mgt.

Approved by:

ALFREDO F. AQUINO Ed.D.

VP of Research & Planning / OIC, Academic Affairs

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Activity 1.

Name: Date:
Year: Score:

Case study: overbooked: the housekeeping perspective.

It is no secret that in all hotels, the director of housekeeping must be able to react quickly and
efficiently to any unexpected circumstances that arise. Mel Nepomuceno, executive housekeeper at
the peninsula regency in Camiguin, usually starts his workday at 8:00 am with a department meeting.
These morning meetings helps him and the employees to visualize their goals for the day. On this
particularly busy day, Nepomuceno arrives at work and is told that three housekeepers have called in
sick. This is a serious vhallenge for the hotel because it is overbooked and has all of its 400 rooms to
service.

What should mel do to maintain standerds and ensure that all the guestrooms are serviced?

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Activity 2

Name: Date:
Year: Score:

Direction: Identify the rooms division staff responsible for the given duties . Write the letter the
correct answer

1. Make regular rounds of the hotel premises including guest floors, corridors,
public and private function rooms, parking areas, and offices.
2. Establish goals of his department; plan activities geared towards the
attainment of these objectives and compare actual achievement against
goals;
3. Prepare and submits operation budget.
4. Escort guests to elevators and delivers luggage via service elevator.
5. Place luggage in guestroom.
6. Post any charges that the evening shift was not able to post.
7. Pass discrepancies to shift managers in the morning.
8. Run backup reports so if the computer system fails the hotel will up-to- date
information to operate a manual system.
9. Explain room features to guests, offers ice, and asks if pressing 1s required.
10. Explain hotel services and food and beverage outlets.
11. Transfer guest's luggage when room change is required.
12. For checkouts, remove luggage from guestroom via service elevator.
13. Assist concierge staff as needed.
14. Follows special handling and credit procedures.
15. ls familiar with room availability for current and future dates.
16. Maximizes revenue and guest satisfaction by means of selling techniques.
17. Selects and blocks rooms for arriving guests.
18. Preregisters individuals and groups.
19. Assists in escorting VIP and returns guests to their rooms.

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20. Work closely with concierge staff to handle guest luggage and special
requests.
21. Follows through in rooming process by contacting guest by telephone to
ensure satisfaction.
22. Take corrective action for any problem affecting the operation in his
department; attend to customer complaints; coordinate with department
concerned for necessary action.
23. Conduct job orientation and training of housekeeping personnel.
24. Call and preside over operational meeting with staff.
25. Remain at lobby post when not otherwise occupied.
26. Relieve door attendant during meal breaks.
27. Deliver guest messages on an hourly schedule.
28. Checks guest out according to set procedures.
29. Exchanges foreign currency.
30. Issues safety deposit boxes.
31. Posts charges to guest accounts.
32. Reconciles all cashier transactions at the close of shift.
33. Coordinates and follows up with other departments
34. Deliver packages, mail, and flowers to guestrooms.
35. Look after flags as instructed by supervisor.
36. Enter every service provided in a log book.
37. Attend to the needs and additional requests of guests.
38. Reports and surrender all lost and found items to supervisor.
39. Assist in the inventory of guest supplies and linens.
40. Observe suspicious behaviour and take appropriate action, investigate
incidents, and coordinate with local law enforcement agencies.

A. Room attendant
B. Laundry personnel
C. Housekeeping
D. Bellman

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E. Night audit
F. Front desk attendant

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Prepared by:

MARK ANTHONY BAUTISTA, BSHRM

Faculty, College of International Hospitality Mgt.

Recommending Approval:

ADONIS CARINO, MBA

Dean, College of International Hospitality Mgt.

Approved by:

ALFREDO F. AQUINO Ed.D.

VP of Research & Planning / OIC, Academic Affairs

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