8/13/2019 1 Introduction to Accomodation Department

1/23

INTRODUCTION TOACCOMODATION DEPARTMENT

1

http://www.inmagine.com/moodboard-005/ptg00805350-photohttp://www.inmagine.com/blendimagesrm-006/ptg00913494-photohttp://www.inmagine.com/ucrf047/ucrf047002-photo

8/13/2019 1 Introduction to Accomodation Department

2/23

Main Reference Text

James, A 2007, Hotel Front OfficeManagement, 4th edition, USA,

John Wiley

Jones, T.J 2004, ProfessionalManagement of HousekeepingOperations, 4th edition, San

Francisco, Jossey-Bass

2

http://www.kriso.ee/covers/large/978047/9780471762447.jpg

8/13/2019 1 Introduction to Accomodation Department

3/23

Chapter Focus Points Introduction to Accommodation department

The concept of Front of the house and Back of

the house Organization chart of front office and

housekeeping

Roles and responsibilities of the front office

and housekeeping departmental

3

8/13/2019 1 Introduction to Accomodation Department

4/23

Accommodation Services

Also called as Rooms Division

It related to room and service operation such as; Room sales activities

Room service The operation service consist of 4 cycles (pre-arrival,

arrival, in house and departure stage)

Encompass of front and back office operations, whichalso known as revenue and support department

4

http://www.mkheritage.co.uk/ogb/5.gif

8/13/2019 1 Introduction to Accomodation Department

5/23

Front of the house/Front Office/revenue department

Front of the house area are known as:1. The nerve center which allow the guest to have

the first contact when they at the hotel2. service hub, attend to guest enquiry, complain

and request3. sales center, assist hotel in promoting, selling

and up selling hotel products and services

5

8/13/2019 1 Introduction to Accomodation Department

6/23

Back of the house/Housekeeping/support department

Back of the house area are known as:1. Support center for front of the house operation2. operation hub, carry out operation tasks request

by the hotel guest.

3. May or may not directly interact with guests

6

http://www.aegee.uni-karlsruhe.de/~erth/pictures/events2001/pres5/pr5beti.jpghttp://www.alderwoodgroup.com/headset.jpg

8/13/2019 1 Introduction to Accomodation Department

7/23

What is an Organisation Chart?

Shows each department, the division of labour, levels ofauthority and lines of communication

Max Weber (1947) expanded on Taylors theories and stressedon types of organisation chart to fit into organisation, whichfocus on establishing clear lines of authority and control.

Flat

Matrix

Co hort

Triple I (Innovation, Integrative, Interactive)

Cult

7

http://www.boots.jobs/images/orgChart.jpghttp://www.ptil.no/NR/rdonlyres/086EE360-48D9-4125-B3E0-A60B2C622466/12372/psaorganisation_450pxl.jpghttp://www.leics-research.nhs.uk/New%20Site%20Images/organisationalStructure.gif

8/13/2019 1 Introduction to Accomodation Department

8/23

Organisation Chart of Front Office

Front Office Manager

Assistant Front OfficeManager

ReservationManager

Front DeskSupervisor

Reservation

OperatorsChief Cashier

Concierge

Manager

Chief

Telephonist

Front DeskReceptionists

Cashiers Bell Man

Doorman

Valet

Night Auditors

TelephoneOperator

Business Centre

Room Division Manager

8

8/13/2019 1 Introduction to Accomodation Department

9/23

Roles and responsibilities of the front office

Rooms Division ManagerDepartmental budgets and forecasts

Policies and procedures

Rate structures

Training schedules

Service standards guidelines

9

http://lh3.google.com/_zYn2GklPGZw/RpedLhAvZGI/AAAAAAAAAN4/L3wfDeyh1O8/s800/P7130001.JPG

8/13/2019 1 Introduction to Accomodation Department

10/23

Roles and responsibilities of the front office

Front Office Manager

The most senior person in the front officedepartment oversees all front and back officeactivities. For large size hotel it often FOmanager often assist by assistant manager

10

http://www.uaedirectoryonline.com/admin/assets/MemberDirectoryManager/_Q4L3448.JPG

8/13/2019 1 Introduction to Accomodation Department

11/23

Back office roles and responsibilities

Telephonist

Manage switchboardReceive incoming calls

Transfer calls

Make calls

Take messages

Receptionist

Greet guest on arrival

Check guests in and out

Handle guests requests

Post guest charges

11

http://www.inmagine.com/pdv155/pdv155038-photo

8/13/2019 1 Introduction to Accomodation Department

12/23

Roles and responsibilities of the front office

Night Auditor

Balance all financial transactions that occurred that day inthe venue

Manage the switchboard at night

Perform reception duties at night

12

8/13/2019 1 Introduction to Accomodation Department

13/23

Roles and responsibilities of the front office

Cashier

Post guests' chargesMaintain guest accounts

Finalise guests accounts

13

http://www.universities-weblog.com/50226711/images/cashier.gif

8/13/2019 1 Introduction to Accomodation Department

14/23

Roles and responsibilities of the front office concierge

Doormen

The organisation of baggage handling for botharriving and departing guests

Open car doors

Valet/Car Jockeys

Take guests to and from airport or railways station

Park guests cars

Porters

Run errands and take messages for both the hotelstaff and the guests

Carry bags to and from rooms

Keep the lobby area clear, neat and tidy14

http://www.inmagine.com/pdv155/pdv155034-photo

8/13/2019 1 Introduction to Accomodation Department

15/23

Roles and responsibilities of the front office

Business Centre

Fax, photocopying and secretarial work

Translation and interpreting services

Hire of equipment, lap top computers,portable telephones and dictaphones

Organisation of private meeting rooms

Bilingual secretaries

E-mail and internet facilities

15

http://www.quartierlatin.be/images/photo01l.jpg

8/13/2019 1 Introduction to Accomodation Department

16/23

Back office roles and responsibilities

Reservations Manager

Manage room yieldSupervise reservation activities

Reservation Clerk

Process and maintain all individual and groupreservations

Actively sell and promote the venue

Process reservation deposits

Allocate rooms

16

http://www.berkeleyflamingomotel.com/image/6250628.jpg

8/13/2019 1 Introduction to Accomodation Department

17/23

Housekeeping organisation & the department

17

ROOM DIVISION EXECUTIVE MANAGERROOM DIVISION DIRECTOR

Executive Housekeeper

Room supervisor

Maintenance&

Engineering

RoomAttendant

Security

PublicArea

Linen &Laundry

Florist

Assistance Exec Housekeeper

Not direct related but is connected

8/13/2019 1 Introduction to Accomodation Department

18/23

Responsibilities of Housekeeping Department

HOUSEKEEPING MANAGER

1. Responsible to coordinate hotel overall housekeepingdepartment

2. Planning for the departmental manpower

3. Coordinate the implication hotel Standard OperatingProcedures in the housekeeping department

4. Carried out necessary planning related to upgrading ofhousekeeping operation and ensure on departmentalefficiency

18

8/13/2019 1 Introduction to Accomodation Department

19/23

Responsibilities of Housekeeping Department

ROOM ATTENDANT

Some hotel will name it as chambermaid

room Attendant housekeeping assistance the mainfunction of this department will be responsible on the

guest room cleanliness, This consist of:

1. Room cleaning task2. Provide basic room amenities for guest rooms

3. Checks and secures the room for guest comfort

19

http://www.inmagine.com/alamy/bx9y7x-photohttp://www.inmagine.com/blendimagesrm-006/ptg00913494-photo

8/13/2019 1 Introduction to Accomodation Department

20/23

Responsibilities of Housekeeping Department

LINEN AND LAUNDRY

Linen and laundry department always works hand in

hand however this two department tasks is different.

Linen department task is:1. In-charge for hotel linen inventory

2. Coordinate the usage of linen in all hotel departmental

3. Maintain and carried out necessary repair works for torn anddamage linen.

Laundry department task is to Carried out linen cleaning task

such as washing, bleaching, and ironing tasks.

20

http://www.inmagine.com/imagebrokerrm-246/ptg01319280-photohttp://www.inmagine.com/ie376/ie376071-photohttp://www.inmagine.com/alamy/b803jb-photo

8/13/2019 1 Introduction to Accomodation Department

21/23

Responsibilities of Housekeeping Department

PUBLIC CLEANING / PUBLIC AREA

This department will carried out the general cleaning In

hotel; ensure that all lobbies and public facilities in a neat

and clean condition.

FLORIST

Florist department will responsible for hotel overall

decoration, this will cover hotel outdoor areas, garden

areas, lobby hall, and guest room decoration.

21

http://www.inmagine.com/izs015/izs015483-photohttp://www.inmagine.com/imagebrokerrm-243/ptg01316773-photohttp://www.inmagine.com/imagebrokerrm-282/ptg01371608-photo

8/13/2019 1 Introduction to Accomodation Department

22/23

Responsibilities of Housekeeping Department

SECURITY

Security department will responsible in protecting hotel

guests during their stay at the hotel and also staff security

at hotel; the security issues concern on:

1. The protection towards personal belonging or valuableassets

2. Protection against violence issue/ gangsters' or anyharmless object at hotel

3. To coordinate and control the hotel policy practices

22

http://www.inmagine.com/iwfs009/iwf063818-photo

8/13/2019 1 Introduction to Accomodation Department

23/23

Responsibilities of Housekeeping Department

MAINTENANCE AND ENGINEERINGThe maintenance and engineering works will covers:

1. Utilities issues

2. Hotel Equipment

3. Water supply

4. Hotel furniture & fixtures

Maintenance and engineering department is responsible:

Checking and inspecting hotel equipment, facilities and buildingcondition

Always concern on hotel safety issues Control cost in the hotel, by minimising risk problem

Carried out maintenance evaluation from time to time

Carried out repair tasks if required

23

http://www.inmagine.com/izs015/izs015438-photohttp://www.inmagine.com/tt073/tt0138955-photohttp://www.inmagine.com/izs015/izs015620-photo