The Rooms Division PP

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• Racking System:
• Old shelving system: Keeps track of each room
• Property Management System (PMS)
• Customer database solution for hotels.
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Selling the Property
Making the Reservation in PMS
Room Inventory
Reservations Staff
• Reservations manager, sales agents
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Door Services
Bell Services
Parking and Transportation
Information and Arrangements
◦ Concierge
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Greeting
Check-In
• Registration
• Method of Payment
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Room Assignment
Financial Tasks
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Checkout
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• Guest Transactions: phone calls, minibar, movies, etc.
• Night Audit: daily transactions
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Bill Presentation
Account Settlement
Collecting Keys
Processing Payment
Updating Room Status
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Rooms Division needs to handle:
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Key Control
Privacy
Surveillance
Safe Deposit Boxes
Emergencies
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Pre-arrival Stage
Arrival Stage
Occupancy Stage
Departure Stage
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Cleanliness and Sanitation
◦ Cleanliness: mildew, dust, etc.
◦ Sanitation: bed bugs, linens, etc.
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Guest Rooms
◦ Entering Guest Rooms: “housekeeping” , do not
disturb
◦ Cleaning Guest Rooms: clean 15-16/day, 18-25
minutes/room
 Empty trash, dust, clean mirrors, change sheets, make
beds, vacuum, clean bathroom, provide room supplies
◦ Reporting Problems
◦ Turndown Service: chocolate, roses, etc.
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Public Areas:
◦ Include hallways, stairs, lobby, lounges, public
restrooms, banquet halls, recreation areas.
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Laundry
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Washing and Drying
Sorting
Folding and Storing
Care of Linens
Inventory of Linens
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Contract Services
In-House: done by employees of the hotel
◦ Advantages: they work there and have to follow the
hotel’s procedures
◦ Disadvantages: expensive to operate (laundry),
tough to fill positions with qualified staff
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Contract
◦ Advantages: might be more cost effective (laundry,
window washing, etc.)
◦ Disadvantages: security problems, poor quality, not
flexible
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Training
Scheduling Staff
Supplies and Equipment: inventory
Room Status
Contact with Front Office
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House Counts
Room Status
Security Concerns
Guest Requests
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Create a word document that illustrates the
steps in the hotel guest cycle. Under each
step, identify 3-4 activities performed during
that stage.
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Pre-arrival
Arrival
Occupancy
Departure
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Go to the R Drive, find the folder labeled
“Ingalls” and pull up the article entitled “Bed
Bugs Article”
Read the article
Find a story online in which a hotel customer
sued a hotel for bed bugs
Summarize the story and explain how this
could have been prevented
Find a Norwalk business that handles bed
bugs
Download
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