HM110Notes5 - ROOMS DIVISION Spring 2009 After Reading and...

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ROOMS DIVISION Spring 2009
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After Reading and Studying This Chapter, You Should Be Able to: Outline the duties and responsibilities of key executives and department heads Draw an organizational chart of the rooms division of a hotel and identify the executive committee members Describe the main functions of the rooms division department
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After Reading and Studying This Chapter, You Should Be Able to (cont.): Describe property management systems and discuss yield management Calculate occupancy percentages, average daily rates, and actual percentage of potential rooms revenue Outline the importance of the reservations and guest services functions List the complexities and challenges of the concierge, housekeeping, and security/loss prevention departments
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Functions of a Hotel Lodging accommodations Involve many businesses Revenue centers Cost centers Serve and enrich society Profit for the owners
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Role of a General Manager Chief Operating Officer (COO) Ensuring highest level of associate and guest service Overseeing and coordinating operations Increasing profitability
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Qualities of Successful Hospitality Leaders Leadership Attention to detail Follow-through People skills Patience Ability to delegate effectively
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Executive Committee General manager Director of human resources Director of food and beverage Director of rooms division Director of marketing and sales Director of engineering Director of accounting
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Figure 5-1 Executive Committee Chart
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Rooms Division Front office Reservations Housekeeping Concierge Guest services Security Communications
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Figure 5-2 Rooms Division Organizational Chart
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Figure 5-3 The Guest Cycle
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