chapter 8 - I) The Front Office a. Overview of the Front...

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I) The Front Office a. Overview of the Front Office i. Definition 1. The department within the hotel responsible for guest reservations, registration, service and payment. ii. Whos in Charge 1. Front Office Manager(FOM)-reports directly to the GM iii. Employees under the FOM 1. Revenue Manager a. Establishes and monitors the daily room rates 2. Reservations Manager a. Manages reservation process 3. Guest Service Manager a. Providing for guest services including services related to registration, information and guest assistance. 4. Desk Staff a. Provides guest registration service 5. Concierge a. Provides guest information service 6. Bell Staff a. Provides guest assistance services. 7. Night Auditor a. Manager of front office related accounting and data collection process. b. Property Management System(PMS) i. Definition 1. A computerized system used by the hotel to manage its rooms revenue, room rates, reservations and room assignments, guest histories and accounting
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information as well as other selected guest service and management information functions. ii. What PMS does 1. Essentially, tracks who is coming to the hotel, what they spend when they are there, and their form of payment upon departure. iii. Backup PMS System 1. Redundant hardware and/or software operated in parallel to the system it serves. Used during failure or power outages. iv. GM’s Provisions of PMS 1. Proof that the hotel uses all appropriate PMS features 2. Evidence of a regularly scheduled hardware maintenance program 3. Evidence of the ability to rapidly secure software support if need. c. Revenue and Reservations Management i. RevPar 1. Occupancy % X Average Daily Rate=RevPar ii. How to Increase RevPar 1. Estimate guest demand for rooms in effort to increase ADR or Occupancy percentage 2. Practice yield management to increase ADR or occupancy percentage. iii. Forecasting Guest Demand for Rooms 1. Sell-Out a. A situation in whichall rooms are sold or oversold. A hotel, area, or entire city may, if demand is strong enough, sell-out b. A period of time in which management attempts to maximize ADR 2. Effective Forecasting Requirements a. Keep Accurate historical records to understand past demands. b. Know about special events or circumstances that will impact future room demand. iv. Practicing Yield Management
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1. Definition a. A set of techniques and procedures sued to manipulate occupancy, ADR or both for the purpose of maximizing the revenue “yield” achieved by a hotel. 2. Core Activity of Yield Management a. The “opening” and “closing” of discount rates or “windows” v. Management of Guest Services 1. Airport Transportation 2. Parking Cars 3. Handling Luggage 4. Providing Directions to attractions within the local area 5. Making restaurant reservations 6. Taking guest messages 7. Routing Mail 8. Newspaper delivery 9. Management of Safety deposit Boxes 10. Supplying directions for areas within the hotel 11. Setting wake up calls 12. Providing for guest security via the careful
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This note was uploaded on 10/20/2009 for the course HRIM 380 taught by Professor Bardijamesalfre during the Spring '08 term at Pennsylvania State University, University Park.

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chapter 8 - I) The Front Office a. Overview of the Front...

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