Hotel Management Flashcards
(29 cards)
What is a company’s mission statement?
Underlying philosophy that gives meaning and direction to hotel policies and a sense of purpose. Three main groups: guests, management and employees.
Revenue vs. support centre
Revenue centre sells goods and services to guest and generates revenue for the hotel e.g. F&B, FO, Catering
Support centres (cost centres) – housekeeping, accounting, engineering and HR.
Explain the triangle of Business Goals, Strategy and Tactics
- Business Goals: The big picture of your business
- Strategy: A plan to meet the identified goals and is audience and goal focused.
- Tactics: Specific ideas and actions used to meet the goals of a strategy and achieve the objective
Guest cycle:
Reservations -> Arrival/Check-In -> Guest uses the outlets -> Post guest charges -> Night Audit -> Check-Out
Tasks of accounting
- Receiving and paying money
- Monitors the financial activities of the property
- Payment method
- Proactively advise and guide a hotel to increase profitability
- Is not responsible for the budget, S&M is responsible for cost overview
What are the financial activities?
o Paying outstanding invoice o Distribute unpaid statements o Collecting amounts owed o Processing payroll o Accumulating operating data o Financial reports o Making bank deposits o Securing cash loans o Sending a request for the deposit and arranging the final bill (Banqueting sales makes the final bill)
Examples of advise and guidence for a hotel to increase profitability:
o accounts payable – paying incoming bills
o accounts receivable – receiving payments
o payroll – paying the hotel employees
o credit manager – works with groups and events for billing arrangements and approves the people who can by on credit
Sales and marketing functions in a large hotel
- Sales
- Revenue management
- Convention services
- Advertising
- PR
Who fills al the S&M roles in a small hotel?
The GM
HR is responsible for:
o Employment (external recruiting and internal reassignment) o Training o Employee relations (quality assurance) o Benefits o Administration o Labour relations and safety
What is part of HR planning?
o Recruiting o Hiring o Compensation o Training o Evaluation o Benefits
Enineering and maintenance are responsible for:
- Maintaining the property’s structure and grounds, electrical and mechanical equipment
- Swimming pool sanitation, parking lot cleanliness, fountain operations and operation of safety equipment
- Event: if there is a big event requiring a lighting, they are in charge of that
What is Security and Loss Prevention and what are they responsible for?
- They are the law enforcement, fire and EMS () for a hotel
- Guest safety
- Loss prevention
- Security and safety of equipment
- Keys
- Safety procedures – first aid
- Identification procedures
Rooms Division consists of:
- Consists of Front Office, Housekeeping, Concierge, Security and Communications
- Guest relation
Front Office Functions
- Check-Out and History
- NIGHT AUDIT
- Reservations
What does FO do during Check-Out and History
o Calculation house limit
o CC = authorisation
o cash/debit = payment
o Example: 500$ per night, room tax for 2 night -> charge at least $1000 + extra expanses = amount the guest spend on average per room/night on extras
150$/night for extra => 1300/stay+extra = the guest sale at check-out
What is needed for a Night Audit and what do you do?
• PMS is needed
• FO runs audit during the night and the time for that depends on two things
o All the outlets are closed
o All of our guests are checked-in
o 24/7 room service – POS need to be closed to
o All the guests are not checked-in yet – we hypothetically check them in
• Why? – we need to check revenue in all outlets and how are they payed the day before
Reservations:
- Tasks
- Relationship with FO and Revenue Manager
- Guaranteed: arrival and departure dates, contact details, credit card details
- Non-guaranteed: arrival and departure dates, contact details
- Prepayment guaranteed reservation: arrival and departure dates, contact details, full payment
- Advanced deposit guaranteed reservation: arrival and departure dates, contact details, partial payment
- All in relation to the concept of overbooking
Example overbooking (reservations)
• Afternoon shift, we are overbooked by 5 rooms
o We check availability with competitors, and we make a reservation under the hotel name
o Late checked- out and check-in
o Around 6-7pm in situation of overbooked – cancel 3 non-guaranteed reservations, now we have only 2 overbooked rooms, so if they arrive we send them away to the hotel that we booked (we pay for their transportation, accommodation, invite them for a dinner
What does FO consist of?
Front desk + Back office
COMMUNICATIONS OR OPERATOR responsibilities:
- Call accounting system (PMS)
- Guestroom phones
- Pay phones
- Pagers/cell phones/radios in the hotel for staff
- Internet access for guests
- Faxes for guests or staff
- Messages for guests or staff
- Emergency Center
- Voicemail service for guests or staff
- Wake-up service for guests – either automated or personal
Housekeeping responsibilities:
- They clean hotel rooms, meeting rooms, public areas
- Usually more staff than other departments
- Executive housekeepers need to be responsible, show leadership (which can be difficult with people from different nationalities), cleanliness, keeping record
- Keep track of daily reports and tasks (stayover, check-out, pick-up)
- Check the workers, check with maintenance (via online system)
- Housekeeping status report, occupancy report, room status discrepancy
What are uniformed services?
- Bell attendants
- Door attendants
- Valet parking attendants
- Transportation personnel
- Congierges
What does a Property Management System (PMS) do?
- Accept, store and handle guest reservations, history, billing and requests
- Daily reports
- Software packages support reservations management, rooms management and guest account management
