Chapter 10 outline

Chapter 10 outline - Chapter 10 I) Hotel and Lodging...

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Chapter 10 I) Hotel and Lodging Operations a. Purpose i. To familiarize the student with the major operation and staffing departments in a hotel, the information flows that bound a hotel together and how they are handled, and the patterns of income and cost that affect hotel operations. Lastly, the major hospitality career entry points and the paths available for advancement. b. Major Functional Departments i. 100-300 room hotel 1. General Manager- runs the day to day operation of hotel a. Support Departments i. Accounting ii. Engineering iii. Marketing iv. Security v. Human Resources b. Rooms Division i. Front Desk ii. Uniform Services iii. Housekeeping c. Miscellaneous operated departments i. Telephone ii. Gift Shop iii. Garage d. Food and Beverage Department i. Food Production ii. Restaurants iii. Banquet Hall iv. Cocktail Lounge v. Room Service ii. 1-99 Room Inn 1. General Manager a. Support Departments b. Housekeeping c. Front Office d. Assistant Manager/Restaurant Manager i. Food Preparation ii. Dining Room iii. Bartenders iv. Dish, Pot Receiving and cleanup c. The Rooms Side of the House i. The Front Office 1. Represents the Hotel to the guests a. Front Desk Receptionists
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b. Responsible for the guests’ first impression and last impressions of the hotel property. c. Most guests complain to the front desk and so a warm and friendly receptionist is important. d. Morning clerk usually begins around 6:45am and works until 3:15pm e. All shifts overlap to ensure a smooth transition. f. Verifier of final amount of the bill, posts recent charges and assists the guest in settling with cash, check or credit card. g. When guests check out of their room, house keeping is notified so that they may begin cleaning. h. Afternoon clerk work is shaped by the fact that the heaviest arrival time begins in the later afternoon around 4:00pm. i. Afternoon clerk takes over the reservation planning and greets guests as they arrive. 2. Night Auditor a. Is a special employee with accounting responsibilities. b. Compares the balance owed to the hotel at the end of yesterday with the balance and the end of today. c. Auditing Process i. Add: Yesterdays closing balance of accounts owed by guests ii. Subtract: Payments received today against accounts iii. : All charges made today to hotel or guest accounts iv. Equals: today’s closing balance of accounts owed by guests to the hotel 3. Automation of the front office a. Property Management System(PMS) i. Improves operational efficiency by eliminating repetitive tasks and improves service by providing information more quickly and accurately. ii. Central Reservation System iii. Telephone System iv. Call Accounting System v. Credit Card Readers vi. Credit Card settlement vii. Guest Room Locking System viii. Self Check In/ Out Machines ix. Energy Management Systems
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x. Guest Room Bars xi. Guest Room Safes xii. Guest Pay Movies xiii. Word Processors
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Chapter 10 outline - Chapter 10 I) Hotel and Lodging...

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