Bali Hospitality Professional ServiceBali Hospitality Professional Service

Drs. Agustinus Agus Purwanto, MMDrs. Agustinus Agus Purwanto, MMSenior ConsultantSenior ConsultantJl. Tukad Batanghari VIII/7A Jl. Tukad Batanghari VIII/7A Denpasar – Bali – IndonesiaDenpasar – Bali – IndonesiaE-mail: E-mail: agustinus.aguspurwanto@ehotelier.comagustinus.aguspurwanto@ehotelier.comWeb: Web: www.linkedin.com/in/aguspurwantowww.linkedin.com/in/aguspurwanto

Hotel OrganizationHotel OrganizationHotel and Rooms Hotel and Rooms Division OperationDivision Operation

Functions of a HotelFunctions of a Hotel

Functions…Functions…– Lodging accommodationsLodging accommodations– Revenue centersRevenue centers– Cost centersCost centers– Serve and enrich societyServe and enrich society– Profit for the ownersProfit for the owners

General ManagerGeneral Manager

General Manager…General Manager…– Chief Operating Officer (COO)Chief Operating Officer (COO)– Relating to guests and employeesRelating to guests and employees

General ManagerGeneral Manager

Manager (cont.)…Manager (cont.)…– Overseeing and coordinating Overseeing and coordinating

operationsoperations– Increasing profitabilityIncreasing profitability

Qualities of SuccessfulQualities of SuccessfulManagersManagers Qualities of Success…Qualities of Success…

– LeadershipLeadership– Attention to detailAttention to detail– Follow throughFollow through– People skillsPeople skills– PatiencePatience– Ability to delegate effectivelyAbility to delegate effectively

The Executive The Executive CommitteeCommittee Executive Committee…Executive Committee…

– General ManagerGeneral Manager– Director of Human ResourcesDirector of Human Resources– Director of Food and BeverageDirector of Food and Beverage– Director of Rooms DivisionDirector of Rooms Division– Director of Marketing and SalesDirector of Marketing and Sales– Director of EngineeringDirector of Engineering– Director of AccountingDirector of Accounting

Rooms DivisionRooms Division

Rooms Division…Rooms Division…– Front OfficeFront Office– ReservationsReservations– HousekeepingHousekeeping– ConciergeConcierge– Guest servicesGuest services– SecuritySecurity– CommunicationsCommunications

Front Office ManagerFront Office Manager(FOM)(FOM) FOM…FOM…

– Enhance guest servicesEnhance guest services– Sample of duties performed by FOM Sample of duties performed by FOM

dailydaily Review previous night’s occupancy/ADRReview previous night’s occupancy/ADR Review arrivals/departures/VIP roomsReview arrivals/departures/VIP rooms Staffing adjustments/schedulingStaffing adjustments/scheduling Look over Market MixLook over Market Mix Meet with lead GSA’sMeet with lead GSA’s

Basic Functions of theBasic Functions of theFront OfficeFront Office Front Office…Front Office…

– Sell roomsSell rooms– Maintain balanced guest accountsMaintain balanced guest accounts– Offer services such as faxes, mail, Offer services such as faxes, mail,

messages, etc.messages, etc.

Room Status CodesRoom Status Codes

Codes…Codes…– VR - Vacant and ReadyVR - Vacant and Ready– VC - Vacant and CleanVC - Vacant and Clean– VD - Vacant and DirtyVD - Vacant and Dirty– OR - Occupied and ReadyOR - Occupied and Ready– OC - Occupied and CleanOC - Occupied and Clean

Room Status CodesRoom Status Codes

Codes (cont.)… Codes (cont.)… – OD - Occupied and DirtyOD - Occupied and Dirty– CO - Check-OutCO - Check-Out– OO - Out of OrderOO - Out of Order– DND - Do Not DisturbDND - Do Not Disturb– V/O or O/V - Status Unclear V/O or O/V - Status Unclear

Duties of aDuties of aGuest Service AgentGuest Service Agent Guest Service Agent…Guest Service Agent…

– 7:00 am - 3:00 pm shift7:00 am - 3:00 pm shift Check-outsCheck-outs Guest inquiriesGuest inquiries Room changesRoom changes Work with housekeepingWork with housekeeping

– 3:00 pm - 11:00 pm shift3:00 pm - 11:00 pm shift Check-insCheck-ins ReservationsReservations

Night AuditorNight Auditor

Night Auditor…Night Auditor…– Closes the books on a daily basisCloses the books on a daily basis– Posts chargesPosts charges– Balances guest accountsBalances guest accounts– Completes daily reportCompletes daily report

Night Audit Process in Night Audit Process in Simple TermsSimple Terms

Terms…Terms…– ADDADD

Yesterday’s closing balance of Yesterday’s closing balance of accounts owed by guestsaccounts owed by guests

– LESSLESSPayments received today against Payments received today against

accountsaccounts

Night Audit Process in Night Audit Process in Simple TermsSimple Terms

Terms (cont.)…Terms (cont.)…– PLUSPLUS

All charges made today to guests’ All charges made today to guests’ accountaccount

– EQUALSEQUALSDay’s closing balance of accounts Day’s closing balance of accounts

owed by guestowed by guest

Different Room RatesDifferent Room Rates

RoomRoom Rates… Rates…– Rack rateRack rate– CorporateCorporate– GovernmentGovernment– Entertainment Entertainment

cardscards– AAAAAA– Group ratesGroup rates– AARPAARP

Key Operating RatiosKey Operating Ratiosfor Daily Reportfor Daily Report

Hotel Occupancy Hotel Occupancy StatisticsStatistics Occupancy Statistics…Occupancy Statistics…

– Percentage of occupancy =Percentage of occupancy =

Rooms OccupiedRooms Occupied

Total Rooms AvailableTotal Rooms Available

Hotel Occupancy Hotel Occupancy StatisticsStatistics Occupancy Statistics (cont.)…Occupancy Statistics (cont.)…

– Double/Multiple Occupancy Double/Multiple Occupancy Percentage = Percentage =

Total # of Guests - # of Rooms Total # of Guests - # of Rooms OccupiedOccupied

# of Double Occupied Rooms # of Double Occupied Rooms

Hotel Revenue Hotel Revenue StatisticsStatistics Revenue Statistics…Revenue Statistics…

– Average Daily Room Rate (ADR) = Average Daily Room Rate (ADR) =

Total Rooms RevenueTotal Rooms Revenue

Total Number of Rooms SoldTotal Number of Rooms Sold

Property Management Property Management Systems (PMS)Systems (PMS) PMS…PMS…

– Computer-based applicationsComputer-based applications Reservations managementReservations management Rooms managementRooms management Guest account managementGuest account management General managementGeneral management

Yield ManagementYield Management

Yield Management …Yield Management …– Increases room revenue by using Increases room revenue by using

demand-forecasting techniquedemand-forecasting technique– Based on the economics of supply Based on the economics of supply

and demandand demand– Pricing is based onPricing is based on

Trends of demandTrends of demand Type of room to be occupiedType of room to be occupied

ReservationsReservations

Reservations…Reservations…– First area of guest contactFirst area of guest contact– A sales positionA sales position– Telephone skills Telephone skills – Central Reservations System (CRS)Central Reservations System (CRS)

Reservation Reservation DefinitionsDefinitions Definitions…Definitions…

– Confirmed reservationConfirmed reservation– Guaranteed reservationGuaranteed reservation– Advance deposit/advance paymentAdvance deposit/advance payment– No showNo show– 6 pm reservation6 pm reservation

Communications or Communications or PBXPBX PBX…PBX…

– Public Branch ExchangePublic Branch Exchange– Profit centerProfit center– Includes many types of Includes many types of

communicationcommunication FaxesFaxes MessagesMessages Pagers and radiosPagers and radios Emergency centerEmergency center

Guest ServicesGuest ServicesUniformed ServiceUniformed Service Uniformed Service…Uniformed Service…

– Bell Captain or Guest Services Bell Captain or Guest Services ManagerManager

– Door attendantsDoor attendants Hotel’s unofficial greetersHotel’s unofficial greeters LuggageLuggage

– Bell personsBell persons Escort guests to their roomsEscort guests to their rooms

ConciergeConcierge

Concierge…Concierge…– Part of guest/uniformed servicesPart of guest/uniformed services– Elevate properties marketable valueElevate properties marketable value– Typically in a luxury hotelTypically in a luxury hotel

ConciergeConcierge

Concierge (contConcierge (cont.)….)…– Unique requestsUnique requests– Knowledge of cityKnowledge of city– Several languages preferredSeveral languages preferred

HousekeepingHousekeeping

Housekeeping…Housekeeping…– Largest department in terms of Largest department in terms of

peoplepeople– Executive HousekeeperExecutive Housekeeper– Cleanliness is the key to successCleanliness is the key to success

Duties of the Executive Duties of the Executive HousekeeperHousekeeper Executive Housekeeper Duties…Executive Housekeeper Duties…

– Leadership of people, equipment, Leadership of people, equipment, and suppliesand supplies

– Cleanliness and servicing the guest Cleanliness and servicing the guest rooms and public areasrooms and public areas

– Operating the department according Operating the department according to financial guidelinesto financial guidelines

– Keeping recordsKeeping records

Breaking the House Breaking the House DownDown Breaking Down…Breaking Down…

– Assignment of sections for cleaningAssignment of sections for cleaning– SC - Checks out that daySC - Checks out that day– SS – Stay-overSS – Stay-over– XX - Out of orderXX - Out of order– Based on standard of rooms cleaned Based on standard of rooms cleaned

per day by each housekeeperper day by each housekeeper

Other Duties of Other Duties of HousekeepingHousekeeping Duties…Duties…

– Turndown serviceTurndown service– Hotel laundryHotel laundry– Laundry and dry cleaning for guestsLaundry and dry cleaning for guests– General hotel cleaningGeneral hotel cleaning– Linen roomLinen room

In-House LaundryIn-House Laundry

In-House Laundry …In-House Laundry …– AdvantagesAdvantages

24 hour anytime laundry service for 24 hour anytime laundry service for guestsguests

Smaller par-stock of linenSmaller par-stock of linen Full control over quality of laundered Full control over quality of laundered

linenlinen

Contract Laundry Contract Laundry ServiceService Contract Laundry…Contract Laundry…

– AdvantagesAdvantagesNo maintenance costs for No maintenance costs for

equipmentequipmentNo labor costs for training/staffingNo labor costs for training/staffingLower overhead costs of Lower overhead costs of

energy/waterenergy/waterFixed projected expenseFixed projected expense

Security and Loss Security and Loss PreventionPrevention

Providing guest safety and loss Providing guest safety and loss prevention…prevention…

Security officersSecurity officers EquipmentEquipment KeysKeys Safety proceduresSafety procedures Identification proceduresIdentification procedures ADA complianceADA compliance

Trends in Hotel/Rooms Trends in Hotel/Rooms DivisionDivision Trends…Trends…

– Diversity of both guests/workforceDiversity of both guests/workforce– Increase in business travelIncrease in business travel– Increased need for technologyIncreased need for technology– Continued quest for increase in Continued quest for increase in

productivityproductivity– Increasing use of yield managementIncreasing use of yield management– Greening of hotels and guest roomsGreening of hotels and guest rooms