Hotel Micro Structure

Hotel Micro Structure - -Confirmed versus guaranteed...

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Hotel Micro Structure: Management and Operations -Front and Back of House -Line and Staff -Organizational chart -Small and large hotels -Executive committee Front of House- Guest Interaction Back of House-Does not engage with guest Line Employees- Workers Staff- Supports the line Front Office-“Heart of the House” -Front Office/Front Desk Manager -Front Desk/room clerk/agent/associate/GSR -Technical and interpersonal skills - Night Auditor -Works through night and posts room charges -Property management systems Reservations and Revenue/Yield Management
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Unformatted text preview: -Confirmed versus guaranteed reservations-Occupancy %, Average Daily Rate (ADR) and Revenue Per Available Room (REVPAR)-Booking and Overbooking Folio-Customers Bill Asking Price for Room=RACK RATE Telecommunications/Switchboard “PBX”-Route incoming calls, emergency center-Wake up calls-In-room phones Greeting-Bell Captain, Valet, Concierge Security/Chief of Security-Protect Guests, Employees, Assets-Keys/Hotel Safe/Noise Housekeeping-Executive Housekeeper-Supervisors-Room Attendants-House persons-Public Area-Laundry...
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  • Fall '08
  • Line Employees- Workers Staff- Supports, Housekeeping -Executive Housekeeper, management systems Reservations, House- Guest Interaction

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Hotel Micro Structure - -Confirmed versus guaranteed...

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