Hospitality Chapter 3
Recent popular gauge ratio
the percentage of potential room's revenue calculated by determining potential rooms revenue and dividing the actual revenue by the potential revenue
HOTEL INFORMATION TECHNOLOGY
to feel home away from home hotels must provide technologies that guest uses at home main purpose has never change: provide clean, safe place to spend the night 1070 first time, hoteliers put ice-cube makers and small refrigerators inside the guest room (extra charge) 1972, the first models of telephone systems were introduced to the guest room 1975, after color TV was well established in homes, hotels started to offer it 1980, the Hotel Billing Information System (HOBIS) was introduced. In 1981, it became legal for hotels to profit from phone calls. This is when call accounting systems exploded in the hotel industry 1986, electronic door-keys were introduced, increasing the security 1990 Interface between TV systems and property management systems (bills through tv) 1993, guests were able to check-out from their room by using the TV 1995, high-speed internet access was available in hotel rooms. 2000, hotels started to use Voice over Internet Protocol (VoIP) phoning systems, high-definition TV, wireless internet access, interactive entertainment systems, smart-energy management systems, and many other systems. todays modern hotels electronic locking system, energy management and climate control systems, fire alarm and security systems, in-room minibars, in-room safe boxes, guest room phone systems, voice-mail/wake-up systems, in-room entertainment systems, guest room control panels, and self check-in/check-out systems.
Guest Comfort and Convenience
to maintain a home-away-from-home feeling for their guests
"a business of details."
to perform well
Why hotels exist
to serve and enrich society and at the same time make a profit for the owners Hotels are meant to provide all the comforts of home to those away from home.
advance deposit/advance payment (guaranteed reservation)
(holidays) to protect itself against having empty rooms (no-shows), the hotel requires that a deposit of either one night or the whole stay be paid in advance of the guest's arrival guest's credit card number, which may be charged automatically for the first night's accommodation
Topics to Cover at meetings
Guest satisfaction Employee satisfaction Occupancy forecasts Sales and marketing plans Training Major items of expenditure Renovations Ownership relations Energy conservation Recycling New legislation Profitability
Rooms Division Director
Held responsible by the GM for the efficient and effective leadership and operation of all the rooms division departments Financial responsibility for rooms division Employee satisfaction goals Guest satisfaction goals Guest services Guest relations Security Gift shop
Central reservation Office (CRO)
Hotels provide rates and availability information to the CRO usually by data communication lines
Functions of the Front Office
1 SELL ROOMS Sales or reservations staff make up room sales until the evening before the guest's arrival When the reservations office closes, all the expected arrivals and available rooms are then handed over to the front desk P.M. shift. Reservations calls received after the reservations offices closes may either be taken by the front-desk staff or the 1-800 number. The front-desk team will try to sell out (achieve 100 percent occupancy) by selling the remaining rooms to call-in or walk-in guests—and of course the frantic calls from preferred guests who need a favor!
The assistant executive housekeeper manages the housekeeping office.
manages the housekeeping office The first important daily task of this position is to break out the hotel into sections for allocation to the room attendants' schedules.
executive housekeeper's day
7:45 am Walk the lobby and property with the night cleaners and supervisors Check the housekeeping log book Check the forecast house count for # of check-outs Check daily activity reports, stayovers, check-ins and VIP's to ensure appropriate standards Attend housekeepers' meeting Meet challenges Train new employees in the procedures Meet with senior housekeepers/ department managers Conduct productivity checks Check budget Approve purchase orders Check inventory Conduct room inspections Review maintenance checks Interview potential employees 6:00 p.m. attend to human resource activities counseling and employee development
NIGHT AUDITOR
A hotel is one of the few businesses that balances its accounts at the end of each business day because they open 24 hrs. The night auditor and his or her team wait until the hotel quiets down at about 1:00 A.M., and then begins the task of balancing the guests' accounts receivable Larger hotels may have more than one night auditor, but in smaller properties these duties may be combined with night manager, desk, or night watchperson duties.
Room Rates throughout the World
AP/American Plan 9room and 3 meals a day) MAP/Modified American Plan (room plus 2 meals) EP/European Plan (room only, meals extra)
Focus on Rooms Division
Charlie Adams, PhD., Professor of RHIM, Texas Tech University, Lubbock, TX lodging remains fundamentally a people business and it is the employees who are responsible for the appearance, image, and reputation of a lodging facility.
Front-Office Manager and his or her associates duties (average day)
Check night clerk report. Review previous night's occupancy. Review previous night's average rate. Look over market mix and determine what rooms to sell at what price. Handle check-outs and check-ins. Check complimentary rooms. Verify group rooms to be picked up for the next 30 days. Review arrivals and departures for the day. Politely and efficiently attend to guest inquiries. Review the VIP list and prepare preregistration. Organize any room changes guests may request and follow up. Arrange preregistrations for all arrivals. Attend rooms divisions and operations meeting. Advise housekeeping and room service of flowers/fruit for VIPs. Review arrivals and departures for the next day. Make staffing adjustments needed for arrivals and departures. Note any important things in the log book. Check issuing and control of keys. Review scheduling (done weekly). Meet with lead GSAs (done daily).
evening shift duties
Check the log book for special items. (The log book is kept by guest contact; associates at the front office note specific and important guest requests and occurrences such as requests for room switches or baby cribs.) Check on the room status, number of expected check-outs still to leave, and arrivals by double-checking registration cards and the computer so that they can update the forecast of the night's occupancy. This will determine the number of rooms left to sell. Nowadays, this is all part of the capability of the PMS. Handle guest check-ins. This means notifying the appropriate staff of any special requests guests may have made (e.g., nonsmoking room or a long bed for an extra-tall guest). Take reservations for that evening and future reservations after the reservations staff have left for the day.
The spa business has four mantras
decompression, revitalization, beauty, and spiritual uplift objective is to achieve maximum relaxation, renewal, and recreation for the client ultimate goal is to achieve an ascent into a realm devoid of anxiety where the natural healing power of the client's body has free reign. Nearly every major hotel has a spa of sorts where beauty invite the guest to relax away anxieties
Organization Chart
Executive HK Ass Exc. HK/Contract cleaning/Laundry Manager Floor HK Laundry Staff HKPrs/ Housemen Uniform Supervisor
Billing Guests
Fast access to guests' accounts is required by large hotels because of their high priority of guest satisfaction (no lineups at check-out). PMSs aid large hotels to make faster transactions Some hotels utilize software that enables guests to check and approve their bills by using the TV and remote control, thus avoiding the need to line up at the cashier's desk to check-out. A copy of the final bill is then mailed to the guest's home address.
Sequence and Relationships of a Hotel Guest Reservation
GUEST==========GLOBAL DISTRIBUTION SYSTEM====== =====CENTRAL RESERVATION SYSTEM================= =============ROOMS MANAGEMENT SYSTEM======== ======PROPERTY MANAGEMENT SYSTEM
Who do Reservation Manager and Associates report to?
In some hotels, report to the director of sales. These positions report to the chief accountant: night auditor, night audit associates, and cashiers.
Laundry
Increasingly, hotels are operating their own laundries generally reports to the executive housekeeper. The modern laundry operates computerized washing/drying machines and large presses. Dry cleaning for both guests and employees is a service that may also come under the laundry department. Hotels are starting to get away from in-house dry cleaning because of environmental concerns.
3.2 ROOMS DIVISION Main Functions of Rooms Division
Larger hotels, has several departments that all work together to please the guest Midsize and smaller properties may have reduced departments in size and number, but they still need to serve the guest
To be a successful GM
Leadership Attention to detail Follow-through—getting the job done People skills Patience Ability to delegate effectively selects and trains the best people sets the tone—a structure of excellence—and others try to match it GMs need to understand, empathize, and allow for the cultures of both guests and employees Progressive general managers empower associates to do anything legal to delight the guest.
4 major areas of responsibilities for the executive housekeeper
Leadership of people, equipment, and supplies Cleanliness and servicing the guest rooms and public areas Operation of the department according to financial guidelines prescribed by the general manager Record keeping
Property Management Systems (PMS) Point of Sale (POS)
POS terminals, which are online to the front office
rooms division organizational chart
RDM FO-M/SECURITY OR LOSS PREVENTION/EX HOUSEKP????????
Other Factors that Influence the hotel's ability to sell out.
demand—the number of people needing rooms supply—the number of available rooms increase demand to a point that forces up room rates like airlines in Thanksgiving, Christmas, Easter, and the summer vacation times, special fares when school is in session
night audit process
Run a preliminary reconciliation report that shows the total revenue generated from room and tax, banquets and catering, food and beverage outlets, and other incidentals (phone, gift shop, etc.). Investigate all errors on the report. Post all changes and balance them with the preliminary charges. Compare charges, matching preliminary with actual charges. Verify totals for credit card charges, rooms operations, food and beverages, and incidentals. "Roll the date"—go forward to the next day. Post any charges that the evening shift was not able to post. Pass discrepancies to shift managers in the morning. The room and tax charges are then posted to each folio and a new balance shown. Run backup reports so that if the computer system fails, the hotel will have up-to-date information to operate a manual system. Reconcile point-of-sale and PMS to guest accounts. If this does not balance, the auditor must balance it by investigating errors or omissions. This is done by checking that every departmental charge shows up on guest folios. Complete and distribute the daily report. This report details the previous day's activities and includes vital information about the performance of the hotel. Determine areas of the hotel where theft could potentially occur.
comprehensive security plan
Security Officers- make regular rounds, observe suspicious behavior, take action, investigate incidents, cooperate with law enforcement equipment-2way radios and closed circuit TV cameras, smoke detectors, fire alarms,, electronic key cards, (no name or room #, but record every entry in/out of the room) safety procedures-not allowing guests to reenter their rooms once they have checked out (prevent loss), officers should be able to access to guest rooms, store rooms, offices develop catastrophe plans to ensure staff and guest safety and to minimize direct and indirect costs from disaster (reviews insurance policies, analyze facilities, evaluate possible disasters scenarios (fires, bomb, shootings, earthquakes, floods, hurricanes, blizzards), t identification procedures-photo id cards for all employees, name tags
Origin of reservations
The internet Corporate/1-800 numbers/Online Travel Agencies (OTAs) Travel agents Telephone to the same property Meeting planners Tour operators Referral from another company property Airport telephone Walk-in
HOUSEKEEPING
The largest department in terms of the number of people employed Up to 50 percent of the hotel employees the hard work and comparatively low pay, employee turnover is very high in this essential department
Housekeeping Associates
To reduce payroll costs and encourage room attendants to become "stars," a number of hotel corporations have empowered the best attendants to check their own rooms. This has reduced the need for supervisors. housekeeping associates clean and service between 15 and 20 rooms per day, depending on the individual hotel characteristics Servicing a room takes longer in some older hotels than it does in some of the newer properties. Also, service time depends on the number of check-out rooms versus stayovers because servicing check-outs takes longer Housekeeping associates begin their day at 8:00 A.M., reporting to the executive or assistant executive housekeeper. They are assigned a block of rooms and given room keys, for which they must sign and then return before going off duty.
Amenities
Wi-Fi, in-room gaming consoles and systems, upgraded guest amenities, room service and other products. These amenities help provide a cozy experience for the guest. Many other services can be provided outside of the rooms, such as swimming pools, massages, fine dining, postal services, and meeting space. Other services are provided to suit the demands of all types of guests; a concierge and business center is one example.
Accident prevention (insurance is expensive)
employers are struggling to increase both employee and guest safety accidents to be carefully investigated Some employees have been known to have an accident at home but go to work and report it as a work-related injury to be covered by workers' compensation hotels keep sweep logs of the public areas; in the event that a guest slips and falls, the hotel can show that it does genuinely take preventative measures to protect its guests.
Occupational Safety and Health Administration (OSHA),
ensure safe and healthful working conditions, sets mandatory job safety and health standards conducts compliance inspections issues citations when there is noncompliance
who runs a large hotel
a general manager (GM) and an executive committee that consists of the key executives who head the major departments
Floor Master
a master list of each room in the hotel. It is used to assign housekeeping duties. If the room is vacant, nothing is written next to the room number. If the guest is expected to check-out, then SC will be written next to the room number. A stayover will have SS, on hold is AH, out of order is OO, and VIPs are highlighted in colors according to the amenities required.
First industry to start GDS global distribution systems for reservations
airlines GDS=electronic markets for travel, hotel, car rental, and attraction bookings.
corporate central reservations system
allows operators to access the inventory of room availability of each hotel in the chain immediately deducted from the inventory of rooms for the duration of the guest stay
Type of Spas
are day spas, followed by resort spas, then medical spas, club spas, destination spas, cruise ship spas, and mineral spas. All these spas offer an array of services to suit the needs of their clients.
Guaranteed reservations
are given when the person making the reservation wishes to ensure that the reservation will be held. This is arranged at the time the reservation is made and generally applies in situations when the guest is expected to arrive late credit card number, which guarantees payment of the room, of the person being billed hotel agrees to hold the room for late arrival the guest will more likely cancel beforehand if unable to show up, which gives more accurate inventory room count and minimizes no-shows.
Controllable expenses
are measured per occupied rooms include guest supplies such as soap, shampoo, hand and body lotion, sewing kits, and stationery will vary according to the type of hotel, the cost should be about $2.00 per room Cleaning supplies should be approximately $0.50 and linen costs $0.95, including the purchase and laundering of all linen. These budgeted costs are sometimes hard to achieve The executive housekeeper may be doing a great job controlling costs, but if the sales department discounts rooms, the room sales figures may come in below budget. This would have the effect of increasing the costs per occupied room.
Confirmed Reservation
are reservations made with sufficient time for a confirmation slip to be returned to the client by mail or e-mail generated by the computer and indicates confirmation number, dates of arrival and departure, type of room booked, number of guests, number of beds, type of bed, and any special requests. The guest may bring the confirmation information to the hotel to verify the booking.
Employee Right to Know
awareness of the storage, handling, and use of dangerous chemicals. Information must be made available to all employees. extensive training to avoid dangerous accidents
small hotels operation
become acquainted with guests to ensure that their stay is memorable and to secure their return to meet guest======be visible in the lobby and F&B outlets at peak times (check-out, lunch, check-in, and dinner time) they are hosts Guests like to feel that the GM takes a personal interest in their well-being there is no need for executive committee at a small motel, lodge, or a bed and breakfast (B&B).
GUEST RESERVATION SYSTEMS
before internet, to book reservations, they received reservations by letters, telegrams, faxes, and phone calls
THE EXECUTIVE COMMITTEE (directors of human resources, food and beverage, rooms division, marketing and sales, engineering, and accounting)
compile the hotel's occupancy forecast together with all revenues and expenses to make up the budget. They generally meet once a week for one or two hours One major role of the committee is that of communicator, both up and down the line of authority This helps build interdepartmental cooperation responsible for sharing the vision with team members to ensure the success of the hotel.
guest surveys
consistently rank cleanliness of rooms number one
Daily Report
contains key operating ratios such as room occupancy percentage (ROP), which is the number of rooms occupied divided by the number of rooms available: rooms occupied ./. rooms available hotel has 850 rooms (available) occupied 622 622./. 850 = 73% (ROP)
Bellperson
escort guests and transport luggage to their rooms knowledgeable about the local area and all facets of the hotel and its services they need a pleasant, outgoing personality explains the services of the hotel and points out the features of the room (lighting, TV, air-conditioning, telephone, wake-up calls, laundry and valet service, room service and restaurants, and the pool and health spa).
loss prevention
executive housekeeper Strict policies and procedures are necessary to prevent losses from guest rooms. Some hotels require housekeeping associates to sign a form stating that they understand they may not let any guest into any room. otherwise, termination seem drastic, it is the only way to avoid some hotel thefts.
SaaS (Software as a Service)
facilitate reservations may include integration with online booking engines, OTAs and marketplaces, options for sending e-mail confirmations, customization at the property level, and the ability to update inventory across multiple platforms.
Rooms division departments
front office, reservations, housekeeping, concierge, guest services, security, and communications
Occupancy Percentage
gauges/measures the number of available rooms sold on a given night managers like to get 100%= all rooms sold not all room have the same rate
Central Reservation System (CRS)
guests get the best available rate when they book through the central reservation office (website) Guests instantly receive confirmation of their reservation or cancellation. hotels can avoid overselling rooms by too large a margin CRS database can also be used as a chain or individual property marketing tool because guest information can easily be stored provide yield management information for a hotel The more flexible a central reservation system is, the more it will help with yield management (when demand is weak, rates will need to increase reservations and profitability when demand is higher, the hotel can sell room rates that are closer to the rack rate can be used in several areas of a hotel the terminals or computers in a reservation department in a hotel can be connected to the CRS front-desk employees will benefit to have access to the CRS so that they know what the hotel has available because they may need to book rooms for walk-ins communication is needed between the central reservation system and the front-office and reservations department Managers who are the decision makers in the hotel will also use the system to forecast and set pricing for rooms and different amenities.
How to enhance guest service (in smaller/midsized/specialty/deluxe properties)
have a guest service associate (GSA) 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 no need to have separate departments for doorperson, bellperson, front desk, and so on. Each guest associate is cross-trained in all aspects of greeting and rooming the guest.
GUEST SERVICES/UNIFORMED SERVICES
headed by a guest services manager who may also happen to be the bell captain. The staff consists of door attendants and bell persons and the concierge, although in some hotels the concierge reports directly to the front-office manager.
RESERVATIONS
headed by the reservations manager who, often is on the same level as the front-office manager and reports directly to the director of rooms division or the director of sales
makeovers for guest
hotels often offer pillow-top mattresses to allow guests to enjoy sweet dreams—but hopefully not miss that pesky wake-up call. Around the country, guest rooms are getting a makeover that includes new mattresses with devices that allow one side to be set firmer than the other side or on an incline. Other room amenities include new high-definition or plasma TVs, Wi-Fi services, and room cards that activate elevators.
High demand cities
hotels release any nonguaranteed or nonpaid reservations at 4:00 P.M. or 6:00 P.M. on the evening of the guest's expected arrival.
Security Technology
if the hotel or restaurant is secure increase guest satisfaction includes: surveillance systems cameras are installed in many different areas of the property linked directly to computers, televisions, and digital recorders, which helps security teams keep an eye on the whole electronic door locking systems Guest room locks are now capable of managing information from both magstripe and smart cards simultaneously. hotel knows who has entered the room and at what time because the system can trace anyone entering the room. In-room safes can be operated by key cards. Even smarter safes use biometric technology such as the use of thumbprints or retina scans to verify a user's identity.
executive housekeeper or director of services
in charge of the HK department responsibilities call for exceptional leadership, organization, motivation, and commitment to maintaining high standards.
Spa treatments
include hydrotherapy, the use of water as in a sauna, mineral springs, whirlpools, tubs, and steam rooms.
COMMUNICATIONS CBX or PBX
includes in-house communications; guest communications, such as pagers and radios; voice mail; faxes; messages; and emergency center guest first contact with the hotels is by telephone prompt and courteous attention to all calls because first impressions last. It is also a profit center because hotels generally add a surcharge to all long-distance calls placed from guest rooms; but many hotels offer local calls for free operates 24 hours a day three shifts people who are trained to be calm under pressure and who follow emergency procedures.
FRONT OFFICE Front-Office Manager's (FOM) main duty
is to enhance guest services by constantly developing services to meet guest needs.
THE HOTEL GENERAL MANAGER
lot of responsibilities provide owners with a reasonable return on investment keep guests satisfied and returning and keep employees happy faces many interpersonal transactions must face and overcome complex and challenging responsibilities to operate focuses on leading and operating the hotel departments, and infrastructure, from room atmosphere to security responsible for the performance of the hotel and the employees is held accountable for the hotel's level of profitability by the corporation or owners makes all the major decisions affecting the hotel using input from the executive committee In most hotels, the executive committee is involved with the decisions, but the ultimate responsibility and authority rest with the GM
Role of the executive housekeeper
may vary slightly between the corporate chain and the independent hotel An example is the purchasing of furnishings and equipment. A large independent hotel relies on the knowledge and experience of the executive housekeeper to make appropriate selections, whereas the chain hotel company has a corporate purchase agent (assisted by a designer) to make many of these decisions. is responsible for a substantial amount of record keeping. scheduling and evaluation of employees an inventory of all guest rooms and public area furnishings must be accurately maintained with the record of refurbishment. Most of the hotel's maintenance work orders are initiated by the housekeepers who report the maintenance work. Many hotels now have a computer linkup between housekeeping and engineering and maintenance to speed the process. Guests expect their rooms to be fully functional, especially at today's prices. Housekeeping maintains a perpetual inventory of guest room amenities, cleaning supplies, and linens.
Productivity
measured by the person-hours per occupied room. The labor costs per person-hour for a full-service hotel ranges from $5.00 to $7.00, or 20 minutes of labor for every occupied room in the hotel Another key ratio is the labor cost, which is expected to be 5.1 percent of room sales.
3.1 MANAGEMENT STRUCTURES
midscale and smaller properties are less complex in their management structures than are the larger ones. The manager has the ultimate responsibility for all human resources decisions. may not have a director of human resources, but each department head will have general day-to-day operating responsibilities for the human resources function. The same scenario is possible with each of the following areas: engineering and maintenance, accounting and finance, marketing and sales, food and beverage management, and so on.
larger hotels operation
more impersonal may only meet and greet a few VIPs to meet guest=====be visible in the lobby and F&B outlets at peak times (check-out, lunch, check-in, and dinner time) they are hosts Guests like to feel that the GM takes a personal interest in their well-being
RevPar
most important of the lodging ratios is revenue per available room (RevPAR).
Inventory
number of available rooms
Union Professionelle des Portiers des Grand Hotels (UPPGH), commonly called Les Clefs d'Or® (crossed gold-key insignia)
organization, which promotes high professional and ethical standards
Yield Management
originated by airline industry provide yield management information for a hotel a percentage of guests who book and send in a deposit in advance will be able to secure a room at a more reasonable price than can someone booking a room with just three days' notice. The price will be even higher for the booking at three days' notice if demand is good.
What are hotels financially?
pieces of property often make or lose more money with equity appreciation or depreciation than through operations
Security/Loss Prevention
protecting guests from bodily harm has been defined by the courts as a reasonable expectation from hotels responsible for maintaining security alarm systems and implementing procedures aimed at protecting the personal property of guests and employees and the hotel itself.
primary function of a hotel
provide lodging accommodation.
Types of Room Rates Offered by Hotels
rack rates (benchmark quotation or base rate) $135 all other rates will be offered at a discounted percentage from rack rate. restrictions may apply the highest rate quoted for a guest room, from which all discounts are offered corporate rates $110 association rate $105 government encore cititravel entertainment cards AAA AARP $95 wholesale group rates $95-$125 (depending on HTL business) promotional special
staffing positions in a spa
ranging from aestheticians, massage therapists, nail technicians.
CESAR RITZ
remembering their likes and dislikes, even their idiosyncrasies flair and ability of Ritz to influence society quickly made a positive impression on the hotel he created a team that produced the finest cuisine in Europe in the most elegant of surroundings with the father of modern French cooking Auguste Escoffier He made evening dress compulsory and introduced orchestras to the restaurants Both Ritz and Escoffier were dismissed from the Savoy in 1897. Ritz was implicated in the disappearance of over 3,400 pounds of wine and spirits.4
The Guest Cycle
reservation arrival registration (room assignment, payment) guest incurs charges rooming the guest/post guest charges verification night audit (more guest charges) check out confirmation
Guest Service Associates responsibilities
responsible for the front desk, concierge, communications/PBX (the term PBX is still widely used; it stands for Private Brand Exchange), bell persons, valet, and reservations.
Executive Committee include
rooms division director food and beverage (F&B) director marketing and sales director human resources director chief accountant or controller chief engineer or facility manager have a regional or corporate counterpart with whom they have a reporting relationship
How a hotel is made up
several businesses or revenue centers and cost centers.
Average Daily Rate
the average amount all guests pay for their rooms and a key performance indicator totaling the rooms revenue and dividing it by the number of rooms sold sold 250 rooms total sold $ 43,750 roomterm-61s revenue./. rooms sold $43,750./.250 = $175 ADR
Immediate Superior of Hotel Executives
the general manager is their immediate superior.
Front Office
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
biggest challenge of an executive housekeeper
the leadership of all the employees in the department. Depending on the size of the hotel, the executive housekeeper is assisted by an assistant executive housekeeper and one or more housekeeping supervisors, who in turn supervise a number of room attendants or housekeeping associates
attendants required for that day (sample)
total # of rooms occupied====================== 258 10 are suites (count as 2 rooms) total # of rooms change to =====================268 less any no-shows ============================= -3 total # of suites and rooms occupied=========== 265 divided by 17 for the number of rooms that each attendant is expected to make up 275 ./. 17==========================================16 room attendants needed for that day
CONCIERGE
uniformed employee of the hotel who has her or his own separate desk in the lobby or on a special concierge floor. The concierge is a separate department from the front-office room clerks and cashiers. mostly in luxury hotels assists guests with a broad range of services Acquiring tickets to the hottest shows in town, even for the very evening on the day they are requested Reserving a table at a restaurant that has no reservations available Giving advice on local restaurants, activities, attractions, amenities, and facilities Getting airline tickets and reconfirmation of flights Handling VIP's messages and special requests, such as shopping Less frequent requests are: Organize a wedding on two days' notice Arrange for a member of the concierge department to go to a consulate or embassy for visas to be stamped in guests' passports Handle business affairs elevate a property's marketable value and its image provide the special touch services that distinguish a "top property." should make sure that they know precisely what the guest is looking for budget-wise must be very attentive and must anticipate guest needs when possible needs not only a detailed knowledge of the hotel and its services, but also of the city and even international details speak several languages most important of all, they must want to help people and have a pleasant, outgoing personality
Door Attendants
unofficial greeters. Often dressed in impressive uniforms, they greet guests at the hotel front door, assist in opening/closing automobile doors, removing luggage from the trunk, hailing taxis, keeping the hotel entrance clear of vehicles, and giving guests information about the hotel and the local area in a courteous and friendly way. receive many gratuities (tips); in fact, years ago, the position was handed down from father to son or sold for several thousand dollars. rumors say this is the most lucrative positions in the hotel, even more lucrative than the general manager's.
Upselling
when the Chief among these are demand—the number of people needing rooms—and supply—the number of available rooms suggestively sells the features of a larger room, a higher floor, or perhaps a better view
Reservation System Duties
works from 8:00 A.M. to 6:00 P.M several people may be employed outcome is to exceed guest expectations when they make reservations achieved by selling all of the hotel rooms for the maximum possible dollars avoid possible guest resentment for being overcharge
