18. Service Guest Cycle at a Hotel. Arrival, registration, accommodation, departure
The major functions conducted by the Rooms Division Department are:
a) Reservation, registration, room & rate assignment
b) Fulfills guest services and updates room status
c) Maintains & settles guest accounts
d) Creates guest history records
e) Develops & maintains a comprehensive database of guest information
f) Coordinates Guest Services
The sole priority of the Rooms Division Department shall be ensuring Guest Satisfaction,
which happens when, guest expectations match what the hotel provides.
In order to achieve Guest Satisfaction, front office department shall prepare:
a) Careful designed front office organization chart
b) Comprehensive goals, strategies and tactics
c) Planned work shifts
d) Well designed job descriptions
e) Well designed job specifications
1. Organization Chart:
The Front Office organization chart shall be designed according to Functions. Doing so not
only enhances the control the Front Office has over its Operations, but also provides guests with
more specialized attention. Such a division according to functions, however, is not practical in
middle and small size hotels due to the fact that these very hotels don't posses enough and
sufficient monetary resources to ensure the existence of at least 3 jobholders (i.e. one for each
shift) for each job position. Therefore, in middle size hotels, a front office clerk might be
responsible for more than one work position. This is ensured via cross training. On the other
hand, in small size hotels, one or two front office clerk(s) might be responsible for all front office
activities.
A) Typical functions and positions under the Rooms Division Department:
_ Front Desk Agent: Registers guests, and maintains room availability information
_ Cashier: Closes guest folios, and properly checks out guests
_ Accounts Receivable Clerk: Posts charges in correct guest folios and updates folios'
outstanding balances
_ Night Auditor: Controls the job of the Accounts Receivable Clerk, and prepares daily reports
to management (ex: Occupancy Report and Revenue Report)
_ Mail & Information Clerk: Takes Messages, provides Directions to Guests, and maintains
_Telephone Operator: Manages the Switchboard and coordinates Wake-up Calls
_ Reservation Agent: Responds to Reservation Requests and creates Reservation Records
19. Key indicators and calculations in hotels.
Average Daily Rate (commonly referred to as ADR) is a statistical unit that are often used in the
lodging industry. The number represents the average rental income per paid occupied room in a
given time period. ADR along with the property's occupancy are the foundations for the
property's financial performance. The ADR can be calculated by dividing the room revenue by
the number of rooms sold.
ADR is one of the commonly used financial indicators in hotel industry to measure how well a
hotel performs compared to its competitors and itself (year over year). It is common in the hotel
industry for the ADR to gradually increase year over year bringing in more revenue. However,
ADR itself is not enough to measure the performance of the hotel. One should combine ADR,
occupancy and RevPAR (revenue per available room) to make a sound judgment on hotel
performance. Recently, some hotels have adopted a new concept called BAR [best available rate]
in addition to ADR.
Average Daily Rate formula is rooms revenue earned divided by number of rooms that earned
revenue. House use and complimentary rooms are excluded from the denominators.
20. Indicators of hotels. Basic systems hotel rates
Indicators of hotels
Average Daily Rate (commonly referred to as ADR) is a statistical unit that are often used in the
lodging industry. The number represents the average rental income per paid occupied room in a
given time period. ADR along with the property's occupancy are the foundations for the
property's financial performance. The ADR can be calculated by dividing the room revenue by
the number of rooms sold.
ADR is one of the commonly used financial indicators in hotel industry to measure how well a
hotel performs compared to its competitors and itself (year over year). It is common in the hotel
industry for the ADR to gradually increase year over year bringing in more revenue. However,
ADR itself is not enough to measure the performance of the hotel. One should combine ADR,
occupancy and RevPAR (revenue per available room) to make a sound judgment on hotel
performance. Recently, some hotels have adopted a new concept called BAR [best available rate]
in addition to ADR.
Average Daily Rate formula is rooms revenue earned divided by number of rooms that earned
revenue. House use and complimentary rooms are excluded from the denominators.
Basic rate system
Key Points: -
Basic rate systems are straightforward but may not provide incentives to individual workers
Under basic rate systems a worker is paid in relation to a given period of time - an hourly rate, weekly wage or annual salary. Generally this rate is the established rate for all workers in one category, but there are often incremental scales which allow for progression, perhaps as additional experience and skills are obtained.
Basic rate pay systems have the advantages that:
they are relatively simple and cheap to administer and allow labour costs to be forecast with accuracy
they lead to stability in pay and are easily understood by the workforce, who will be able to more readily predict and check their pay
there may be fewer disputes and individual grievances than under systems linking pay to performance or results.
However:
basic rate systems do not by definition provide direct incentives to improve productivity or performance. Nevertheless employers may prefer to operate simple basic rate systems and improve the design of jobs, so that the job provides the necessary interest, motivation and satisfaction
basic systems may be criticised by individual workers, who wish to see their own abilities specifically rewarded
basic rate systems can also lead to a rigid, hierarchical system of spot-rates or pay ranges.
Basic rate pay systems are likely to be particularly appropriate in circumstances where:
all workers do identical or similar work
the volume or quality of work is difficult to measure, or where the workflow is uneven
where the volume and/or pace of work is outside the workers' control
where high output is not as important as other considerations (eg quality, stable production levels).
21. Basic calculations at guest services in hotels
Hotels depend on guest service agents to provide courteous and professional service to guests who are checking into or out of the facility, and to offer assistance to guests as needed during their stay. On-the-job training and previous customer service experience are the most important qualities for most employers.
Job Description
Guest service agents answer telephone calls from guests seeking to make or cancel hotel reservations. They greet arriving guests, assign rooms, issue keys and ascertain guest payment and billing information. Agents answer guest requests for assistance and coordinate with housekeeping, bell service staff and management to fulfill guest requests. They provide guests with access to hotel services, forward in-room meal requests and ensure that mail, faxes and packages are delivered in a timely manner. Agents also deal with irate guests and find ways to resolve issues to the guest's satisfaction. They may also serve as concierges, assisting guests with ground transportation, restaurant or entertainment reservations and providing other information about the locale.
Agents may also be responsible for bookkeeping duties, including maintaining a cash drawer, preparing bank deposits and posting charges for items that guests may order or use during their stay. Upon checkout, agents calculate the guest's final bill and collect payments. Employers may seek out candidates who demonstrate proficiency and honesty in handling money for this position.
Educational Requirements
Hotels hiring guest service agents may require a high school or General Educational Development diploma and one to two years of customer service experience. Many agents begin their careers with on-the-job training under direct supervision of a front desk manager or another experienced worker. In-house training may include learning how to use the billing and reservation computer systems, managing a multi-line telephone system, familiarity with the hotel facilities, customer service and communication skills.
While a background in customer service or hospitality may be helpful, most employers simply seek out candidates who demonstrate responsibility, friendliness and proper grooming. Agents who wish to advance their careers may seek out additional training workshops or certification courses in hospitality and business management.
22. Departments in a Hotel. Short description. Working Conditions
Hotels are run by four major departments that are front office, housekeeping, food production, food and beverage. It’s like give and take process let me explain you briefly the front office sell the rooms to the guest and housekeeping prepare the room for front office to sell. In the same way food production prepare food and food and beverage department sell the dishes to the guest. There are some of the minor departments also in the hotel like purchase department, security etc.
The descriptions of the major departments are:
Housekeeping: It is also known as accommodation operations. The main aim of housekeeping department is to keep hotel clean and maintain the property. Housekeeping department plays a very important role for guest satisfaction by keeping the property clean, comfortable and hygienic. The housekeeping department takes pride to create “home away from home”. As we all know hotel’s margins comes from rooms sales and up-keeping of rooms i.e. by maintaining rooms during guests stay and preparing room after they check out etc. Apart from rooms housekeeping is also responsible for public area cleaning, swimming pool cleaning, lobby, gardens, floors, cloak rooms, restaurants, kitchen, shopping arcade, cabanas etc.
Housekeeping department includes:
Lost and found department.
Horticulture department.
Linen and Uniform room.
Laundry department.
Tailor room.
Front office: This is the department which is responsible for the sale of hotel rooms. Here sale means the use of hotel rooms for some time by paying a particular price for it by the guest. This is the only department which generates maximum revenue. This department holds the prime importance as it builds the image of the hotel by giving warm welcome to the guest. If guests need anything they will contact at the reception only, so front office department has the maximum interaction with guests. It does the reservation of the rooms and then as the guests check in to the hotel, registration process takes place and after this room is assigned to the guest. The front office takes the onus to ensure that the guests have the pleasant time during their stay and also takes care of the departure procedure. The entire billing and auditing process takes place in this department.
Front office department have:
Reception.
Reservation.
Business center.
Concierge.
Information department.
Cashier and foreign currency exchange.
Cloak rooms and bell desk.
Telephone exchange.
Food and Beverage Service: is the department which serves food and beverage to the guests. This is the second most revenue producing department of the hotels. Whenever guests want to enjoy meal or drinks with great ambiance they visit restaurants and bars. There are so many restaurants with different cuisines, some with live kitchen, pubs, bars and cafe which even operates 24 hours. These restaurants are based on different themes, giving guests an amazing experience. There are different types of services offered in the restaurant such as buffet service, table of the host and al a cart menu i.e. according to the card. The waiters follow all the rules of service and serve food, drinks in the finest cutlery and crockery to the guest.
Food and beverage department includes:
Inside and outdoor catering.
Pubs and bars.
Restaurants
Cafes
Room service
Food production: in this department chef prepares the world class food. All the types of cuisines are made here with different styles of cooking. The chefs prepare delicious food and put their creativity into it. You can even ask chef to prepare the food according to your taste in case of any medical reasons. These chefs work in back area so it’s not so visible department, though in some of the live kitchen you can see how your meal is being prepared. Different cuisines have different kitchen and each one has its own specialized chefs. It has a very important section as gardemanger where all the cold preparations takes place like salads, cold dressings etc and also has pre preparation kitchen where basic preparation of food is done. For Kitchen hygiene and cleanliness, hotel has kitchen stewarding department which clean the kitchen as well as washes the utensils and in small hotel housekeeping takes care of cleanliness.
Food production department includes
Bakery
Garde manger or cold storage room.
Pre preparation kitchens
Tandoor section
Kitchen stewarding
23. The Reception Area. Job descriptions.
Reception area- the waiting area in a hotel near the desk or office where guests can books rooms or ask the staff questions
If your business will be receiving people from the outside, the reception area will be the first impression your guest will have of your business. As the old adage says, "You only get one chance to make a good first impression." The determining factor for how much you should spend on your reception area is how important is that first impression to your business. The more important it is, the more you should spend on your reception area. An office for a legal professional should spend more on the reception area than an office for a manufacturing plant.
Basic reception area furniture consists of the following:
• Receptionist desk/station
• A standard office chair for the receptionist
• Chairs for guests while waiting
• A table to hold literature, magazines or to provide your guests a place to put their briefcase or laptop while waiting
• Coat rack or closet
Lastly, if security is an issue, then you may want to locate the receptionist desk behind a wall and have a sliding security window installed in the wall. This will separate the receptionist from the guest until they are identified and invited in.
A receptionist is a person in an office administration and support position. Their work is usually perfomed at the front desk of an organization. In most cases, they are the first business contact that a person will meet at an organization. Their primary responsibility is to greet incoming visitors and callers.
Common Duties
The traditional duties of a receptionist commonly include answering visitor inquiries about the company, directing visitors to appropriate contacts, sorting mail, answering incoming calls, and arranging appointments for guests to meet with company staff.
The front-desk staff may also assume a security guard function with the company. Often they moitor who is coming and going through the doors of the company and they are able to observe and report any suspicious behavior or activity.
Increasing Responsibilities
The job description of reception staff has expanded quite a bit due to the increased use of technology in the workplace. Many front-desk staff are now encouraged to have experience with computers and software programs. Many receptionists now assist in creating and maintaining spreadsheets, creating word documents, merging documents for mailing, entering formulas into spreadsheets, and entering data in to a customer relations database.
24. Rooms Division Department
Rooms Division: In a statistics conducted by the U.S. Lodging Industry in 1995, it has been
shown that the majority of hotels revenues (60.2 %) are generated from Rooms Division
Department under the form of room sales. This very department provides the services guests
expect during their stay in the Hotel. Lastly, the Rooms Division Department is typically
composed of five different departments:
a) Front Office
b) Reservation
c) Housekeeping
d) Uniformed Services
e) Telephone
Beneath is a brief description of the different departments decomposing the Rooms Division
Department, along with their related main responsibilities:
a) Front Office:
Sell guestrooms; register guests and design guestrooms
Coordinate guest services
Provide information
Maintain accurate room statistics, and room key inventories
Maintain guest account statements and complete proper financial settlements
25. Catering and restaurant service in hotels.
Food & Beverage Department:
According to U.S. Lodging 1995 statistics, F&B Department constitutes the second largest
revenue generator of a typical hotel with an average of 23.1 for Food sales, and 8.6 % for
Beverage sales. In a five-star hotel, Food and Beverage outlets might have the following forms:
Quick Service Table Service
Specialty Restaurants Coffee Shops
Bars Lounges Clubs Banquets
Catering Functions _ Wedding, Birthdays…
Питание
OB, NA - only bad без питания;
Питание по меню - ограниченное число блюд из меню; a-la carte - меню, в котором
каждое блюдо указано с ценой;
ВВ - bed & breakfast - в стоимость проживания включен только завтрак (шведский стол).
Дополнительное питание - за отдельную плату в ресторанах и барах отеля; НВ - half board
- полупансион - в стоимость проживания включен завтрак и ужин (шведский стол),
бесплатный чай, кофе, вода на завтрак;
НВ+ - half board +, extended half board - расширенный полупансион
завтрак и ужин (шведский стол), а также алкогольные и безалкогольные напитки местного
производства весь день;
FB - full board - полный пансион завтрак, обед и ужин (шведский стол);
FB+, EXTFB - full board +, extended half board - расширенный полный пансион
завтрак, обед и ужин (шведский стол), а также напитки (в ряде отелей пиво и вино) во время
приема пищи;
Mini all inclusive- полный пансион с напитками местного производства не только во
время еды, но в ограниченном количестве;
ALL, Al - all inclusive - завтрак, обед и ужин (шведский стол). В течение дня предлагаются
напитки (местного производства (алкогольные и безалкогольные) в неограниченном
количестве плюс дополнительное питание (второй завтрак, полдник, поздний ужин,
легкие закуски, барбекю в барах отеля и т.п.);
Continental Breakfast, Континентальный завтрак - легкий завтрак, состоящий из кофе
или чая, сока, булочки, масла и джема;
Английский завтрак - полный завтрак, обычно включает сок, яичницу, тосты, масло,
джем и кофе(чай);
Американский завтрак - аналогичен континентальному завтраку, включает различные
нарезки и горячие блюда;
HCAL, hign class all inclusive - все бесплатно, кроме магазинов, телефона, врача,
парикмахерской, некоторых водных видов спорта и подводного плавания;
UAL, UAI - ultra all inclusive - завтрак, поздний завтрак, обед, полдник и ужин (шведский
стол). Достойный выбор сладостей, десертов, всевозможных закусок, а также широкий
выбор напитков местного и импортного производства. Большинство отелей, работающих
по системе Ultra All Inclusive, предлагают гостям дополнительное бесплатное питание в
ресторанах с кухней разных народов мира. Питание в течение дня, включая напитки
импортного производства (в том числе спиртные); Разновидности ultra all inclusive:
Elegance all inc, VIP all inc, Super all inc, De luxe all inc, VC all inc, Superior all inc, MEGA
all inc, Superior all inc VIP Service, Royal Class all inc, Ultra de luxe all inc, Extended all inc,
Exсellent all inc, Max all inc. Imperial all inc.
Al-Farabi KazNU Hotel Business Uvarova A.K.
26. Room service and banquet service
Room service or "in-room dining" is a hotel service enabling guests to choose menu items for delivery to their hotel room for consumption there. Room Service is organized as a subdivision within the Food & Beverage Department of high-end hotel and resort properties. Food and beverages served to a guest in his or her hotel room.
Room service works in similar ways to regular restaurant service. The customer places an order, the cooks make the food, and the server delivers it. It does, however, have its significant differences. For one, room service originates, well, from your hotel room, cabin, or other guest lodging. Secondly, the servers don't generally check in on you repeatedly throughout the course of your mean. Lastly, you simply have to take your dishes out into the hallway, leaving it for hotel staff.
Placing an order
o Some hotels provide guests with room service menus, and higher-end hotels serve chef's specials and guest requests. The guest calls room service directly, or calls the front desk or concierge to be connected to room service. Some guests call the concierge for recommendations on what to order and what the house specialties are. Then a room service attendant, a desk attendant or other hotel staff member takes the meal order via phone.
Receiving your meal
• These orders are delivered to the kitchen staff and the meal is prepared as per the guest's specifications. The meals are then topped with lids or other covers and placed on special room service carts or trays to be delivered. The room service attendant prepares the cart, making sure the guest has everything she may need, and delivers the cart to the hotel room.
When the waiter arrives with the meal, the guest may dismiss him, or ask him to set up and serve the meal.
Paying the bill and tipping
• The room service waiter will present the guest with an itemized bill for the order. Some establishments include a gratuity on the bill, while others leave the choice for gratuity up to the guest. If the bill has a gratuity included, it is not necessary to tip the waiter again, unless the guest feels he would like to. If the bill does not include a gratuity charge, it is customary service etiquette to reward the server for a job well done. Standard tip amounts are 15 to 20%.
Guests usually do not have to pay their room service bill when their meal arrives. They can elect to charge it to their room and pay all fees at checkout.
Cleaning up
• After the meal is finished, and depending on the hotel, guests can either clean up their own meals, or call for a hotel staff member to do so. Guests who elect to clean up themselves can place their dishes and dinner accoutrements on the delivery cart and place it in the hallway outside the door or in an out-of-the-way spot in the room. In some hotels, guests can call the room service attendant back to the room to clear the meal and remove the dishes. Other guests elect to leave the meal as-is and allow housekeeping to attend to it.
When the guest checks out, the room should be billed for all charges not paid for in full at the time of ordering the meal.
Note, this procedure can change depending on the status, size and price of the hotel.
Banquet Service style means either French or American. French style is where a server places food from a platter onto the plate that is in front of the guest. American style is serving a plate of food.
Whatis JOB asaBanquet Server
The serveris responsible forthe complete service of food and beverages, catering toall guests’ needs.
The serverworks closelywith the captainorhead waiter/waitress to provide the guestwith anenj bl oyaedinng experience.
BASIC ROLES
Ensure the setting setting oftables completely completely according according to diagramand/or sample table.
Serve and clearfood and beverage q y,uietl professionally, and quickly, using proper serving and
clearing techniques.
Keepwork area clean, and coordinate actionswith the Banquetteam members, and all other members of the front and back ofthe house toensure flawless flawless customer service.
Maintaingood g g rooming
27. The hotel staff. Speaking with the guests (customers)
The hotels have divided their staff into certain broad categories:
Management: General Manager
Executive committee: Executive housekeeper, Food and Beverage Manager, Front Office Manager, Room Division Manager, Chief Engineer Controller, Executive Chef, Sales and Marketing Manager, Personnel Manager.
Other head of department: Restaurant manager, Banquet Manager, Room Service Manger, Horticulturist Preventive Maintenance Engineer, Security Guest Relation Accountant, Cashier, Laundry Manager, Reservation Manager Stewards, Bar Manager.
28. Qualification requirements to personnel. Job specifications
The Classification pages provide:
-General information about the classification of Federal positions
-Occupational information
-Grading criteria for the General Schedule and Federal Wage Classification Systems
-Draft classification and job grading standards
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