• Racking System:
• Old shelving system: Keeps track of each room
• Property Management System (PMS)
• Customer database solution for hotels.
•
•
•
•
Selling the Property
Making the Reservation in PMS
Room Inventory
Reservations Staff
• Reservations manager, sales agents




Door Services
Bell Services
Parking and Transportation
Information and Arrangements
◦ Concierge
•
•
Greeting
Check-In
• Registration
• Method of Payment
•
Room Assignment
Financial Tasks
•
Checkout
•
• Guest Transactions: phone calls, minibar, movies, etc.
• Night Audit: daily transactions
•
•
•
•
•
Bill Presentation
Account Settlement
Collecting Keys
Processing Payment
Updating Room Status
•
Rooms Division needs to handle:
•
•
•
•
•
Key Control
Privacy
Surveillance
Safe Deposit Boxes
Emergencies
•
•
•
•
Pre-arrival Stage
Arrival Stage
Occupancy Stage
Departure Stage

Cleanliness and Sanitation
◦ Cleanliness: mildew, dust, etc.
◦ Sanitation: bed bugs, linens, etc.

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.

Public Areas:
◦ Include hallways, stairs, lobby, lounges, public
restrooms, banquet halls, recreation areas.

Laundry
◦
◦
◦
◦
◦
Washing and Drying
Sorting
Folding and Storing
Care of Linens
Inventory of Linens


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

Contract
◦ Advantages: might be more cost effective (laundry,
window washing, etc.)
◦ Disadvantages: security problems, poor quality, not
flexible





Training
Scheduling Staff
Supplies and Equipment: inventory
Room Status
Contact with Front Office
◦
◦
◦
◦
House Counts
Room Status
Security Concerns
Guest Requests

Create a word document that illustrates the
steps in the hotel guest cycle. Under each
step, identify 3-4 activities performed during
that stage.
◦
◦
◦
◦
Pre-arrival
Arrival
Occupancy
Departure





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