Lesson 1 Flashcards
(34 cards)
composed of departments and functions, which play essential roles in providing the service guests expect during a hotel stay.
Rooms Division
A room specifically divided in a hotel, it may include housekeeping, concierge, porter and sometimes front and back office as well.
Hotel room division
• Responsible to the General Manager for the efficient and effective leadership and operation of all the rooms division.
• knowledge includes a complete understanding of hotel operations, specifically those operations involving the front office, housekeeping and basic accounting procedures.
Rooms division manager
• Responsible to the General Manager for the efficient and effective leadership and operation of all the rooms division.
• Room division manager’s knowledge includes a complete understanding of hotel operations, specifically those operations involving the front office, housekeeping and basic accounting procedures.
Rooms division manager
THE ROOMS DIVISION CONSISTS OF THE FOLLOWING DEPARTMENTS:
• Front office
• Reservations
• Housekeeping
• Concierge
• Guest services
• Bell service
• Valet
considered 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
Front office
refers to a process by which people become guests in a lodging establishment.
takes place in a reception area or front desk. Here, guests register, are assigned accommodations, and pick up keys for these accommodation.
Check-in
The goal of the ___________ activity in a hotel or motel is to serve the
special needs of guests and employees for information about Guests & Goods and services
Information
refers to a process by which guests terminate their status as guests of a lodging establishment. The goal of check out activity in hotels motels, and other lodging is to accomplish this process.
During ___________ , guests surrender the keys, verify the accuracy of their bills, and settle their accounts.
Check-out
Guest accounts may be settled in two basic methods by some form of:.
cash or by credit card
____________ is responsible for enhancing guest services by constantly developing services to meet guests needs. e.g. having a guest service associated 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.
The Front office manager
In charge of rooming ang cashiering duties
Welcomes and registers arriving guests: Presents statements and collects payments
Desk Clerk
Other terms for desk clerk
DESK ATTENDANT, RECEPTIONIST, OR ROOMS AGENT
waits until the hotel quiets down at about 1:00 A.M. and then begins the task of balancing the guest’s accounts receivables.
Night auditor
an arrangement by which lodging operators hold accommodations for guests who will be arriving at some later time.
Reservation
an arrangement by which lodging operators hold accommodations for guests who will be arriving at some later time.
Reservation
is a reservation made with sufficient time for a confirmation slip to be returned to the client by mail or fax.
Confirmed reservation
refers to a reservations where the clients pays for the first night prior to his or her arrival. This may be in the form of a credit card number or receipt of the first day’s payment.
Guaranteed reservation
refers to a reservations where the clients pays for the first night prior to his or her arrival. This may be in the form of a credit card number or receipt of the first day’s payment.
Guaranteed reservation
is the process of allocating the right type of capacity to the right kind of customer at the right price.
Yield management
Yield management CONSISTS OF TWO SEPARATE BUT RELATED PARTS:
Room inventory management is handled by the desk staff
Pricing by the hotel’s management
Goal of yield management
to obtain maximum occupancy at maximum rates.
Goal of yield management
to obtain maximum occupancy at maximum rates.
The _____________ is 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. People in these positions usually receive gratuities or tips from guests for their services.
guest service department or uniformed staff
