Rooms Division Operations

РОССИЙСКИЙ НОВЫЙ УНИВЕРСИТЕТ

C.А. ТРИБУНСКАЯ

ROOMS DIVISION

OPERATIONS

МОСКВА

2012

УДК 379.85

ББК 65.432. англ Т-67

Рецензент Кандидат педагогических наук, доцент

кафедры гуманитарных и социальных дисциплин Московского института экономики, менеджмента и права

Е.И. Полякова

Т-67 Трибунская С.А. Rooms Division Operations. – М. : РосНОУ, 2012. – 72 с.

Учебная дисциплина “Rooms Division Operations” («Распре-

делениеномерногофондавгостиничныхпредприятиях») является частьюБританскойпрограммыВТЕС, направленанареализацию и развитие концепции профессионально ориентированного обучения. Учебное пособие состоит из четырех глав, тестов и глоссария. Структура пособия представлена таким образом, чтобы стимулировать речевую направленность и обсуждение основных вопросов изучаемой дисциплины на семинарах.

Рекомендовано студентам колледжей и вузов, обучающимся на факультетах гостиничное хозяйство и туризм.

УДК 379.85

ББК 65.432. англ

Редактор Голева А.В. Компьютерная верстка Шевченко С.Н. Дизайн обложки Матюхиной Е.М.

Оригинал-макет подписан к печати 10.05.2012 г.

Формат 60х90/16.

Гарнитура таймс. Бумага офсетная. Печать офсетная. Усл. печ. л. 4,5. Тираж 200 экз. Заказ № 83.

Российский новый университет. 105005, Москва, ул. Радио, д. 22.

Отпечатано

вИП Сперанская Марина Алексеевна. 142660, Московская обл., г. Дрезна.

©Трибунская С.А., 2012

©РосНОУ, 2012

2

COURSE AIMS

The Room Division within a hotel property is the core of departmental and guest interaction, with the aim of exceptional communication, service and financial management. The aims of the course are:

1.To provide students with a comprehensive understanding of the numerous facets of Room Division operations

2.To investigate the factors that contribute to effective management and business performance in the Front of the House area

3.To evaluate the importance of revenue management to hotel operations within a competitive environment together with service quality

4.To identify trends and technologies which impact rooms division within the hospitality industry

LEARNING OUTCOMES

On successful completion of this course students will be able to:

1.Describe, discuss and critically evaluate management issues that are relevant to the Rooms Division operation of a hotel/ resort.

2.Describe and discuss front office operations, problem solving yield management techniques, managing service quality, employee recruitment and training, housekeeping operations and the interpretation and use of operational data for a hotel/ resort.

3.Obtain an understanding and practice effective communication through tutorial discussion and written individual assignments.

3

4

Chapter I

Learning objectives

______________________________________________________

1.Describe the roles of hotels within the hospitality industry. Identify the types of hotels according to size, service and ownership.

2.Identify the major departments of a hotel, explain the functions of the Room Division within the hotel.

3.Draw the organizational chart of the hotel.

4.Define the guest cycle and explain the different stages within the guest cycle.

5.Discuss the security aspects of a hotel, including keys, money and valuables, security incidents and security measures during check in and check out.

Terms to learn

______________________________________________________

Franchising, F&B, HR, revenue center, support center, FO, front-of-the-house, back-of-the-house, the guest cycle, card entry, master key, TC, room service, business center

1. Types of Hotels

The hotel sector represents a vital part of the hospitality industry. Hotels can be divided according to size, service and ownership.

When referring to size hotels can be small (up to 50 rooms), medium (up to 250 rooms) and large (more than 250 rooms).

When referring to services provided hotels can be full-service hotels, budget hotels and self-catering hotels.

Full-service hotel provides a wide selection of guest services in addition to accommodation, such as F&B service, room service, laundry service, health, sports and business facilities.

Budget hotel provides cheaper and more basic guest rooms with limited F&B service.

Self-catering hotel provides no other service besides basic accommodation.

Star rating system is also used to describe services of hotels.

5

HOTEL RATING

Hotels all over the world use star rating system to signify the nature of their offering. Usually, a star rating is bestowed by different official organizations in various countries. Properties not participating in official ratings use a self-rating based on similar criteria. For many years the star systems has been used to market hotels and show potential customers what to expect.

One star hotel offers practical accommodation. Rooms are very small, facilities and meals are simple. Some rooms do not have a bath or shower room.

Two star hotel offers rooms of medium size and more extensive facilities that one-star level. Guests can find more comfortable and well-equipped accommodation, usually with a shower room and color TV.

Three star hotel is larger and it provides good quality and a range of facilities. All bedrooms have a complete bath or shower room. A hotel offers a better standard of comfort and equipment, such as a direct telephone, a hairdryer and toiletries in the bathrooms. Usually a restaurant of such a hotel offers buffet. Room service is provided and staff respond well to guests’ needs.

Four star hotel offers a degree of luxury. Public areas and bedrooms are spacious with quality furnishings and decor and satellite TV. The bathrooms are fully equipped. A variety of services is provided, such as porter service, 24-hour room service, laundry and dry-cleaning. A hotel usually has more than one restaurant. Different kinds of meals are offered, such as buffet and à la carte. A hotel usually has a large receptional area with a bar, a business center and a conference hall. Staff have good technical and social skills, anticipating and responding to guests’ needs.

Five star hotel provides luxury and exceptional comfort. The restaurant has a high level of technical skill, producing dishes to the highest international standards. Staff are well trained in customer care and are especially attentive, efficient and courteous.

When referring to ownerships hotels can be divided into:

•Independent hotels

•Small hotel groups (4-5 hotels in a particular region or a country)

6

•Major national hotel companies

•International corporate hotels (for example, Hilton, Marriott, Holiday Inns)

•Hotel consortiums ( for example, Small Luxury Hotels )

Franchising

Franchising is a means of marketing and distributing goods. The franchiser, normally a large business, supplies the franchisee, usually an individual with products or services for sale to the public. The franchisee pays for the right to sell the product or service in a certain area, and also makes annual payments – known as royalties – to the franchasing company.

This type of business has always been popular in the USA. It developed particularly in the 1950s and 1960s when there was a boom in fast-food restaurants such as McDonald’s and Kentucky Fried Chicken. Now about one-third of all retail sales in the USA are through franchising outlets, and there are more than 500,000 enterprises operating in this manner.

The system is spreading quickly throughout the world and it has both advantages and disadvantages for franchisees.

Advantages:

•the ability to use a regionally, nationally or internationally known name with an established image

•the ability to profit from regional, national or international advertising that no single property could afford

•access to a national or international reservation network (for lodging)

•access to training from the franchise organization

•access to professional management assistance and advice from franchisor.

Disadvantages:

•inability to manage independently, having to conform to the certain standards

•the high costs associated with belonging to the franchise organization.

7

2. Major Departments of a Hotel

Major departments of a hotel are:

•Food and Beverage

•Sales and Marketing

•Accounting

•Engineering

•Security

•Human Resources

•Room Division (composed of the Front Office and Housekeeping)

The Room Division Operation is involved in the sales of rooms as well as the provision of services and facilities for guests.

The departments can be divided into revenue centers and support centers.

Revenue centers (or operational departments) sell goods or services to guests. Major revenue centers are: Room Division and F&B.

Ancillary revenue centers are:

•guest phones

•guest laundry

•fitness and recreational facilities

•business centre

•vending machines

•parking

•gift shops

Support centers provide a supporting role to the operational departments. They do not provide direct services to guests and do not generate revenue directly. These are the following departments:

•Sales and Marketing

•Accounting

•Engineering

•Security

•Human resources

8

Front-of-the-house departments are those in which employees have guest contacts.

Back-of-the-house are those departments in which the staff have little or no direct guest contact.

3. The Organizational Chart of the Hotel

*

9

4. The Guest Cycle

The guest cycle is an overview of the physical contacts and financial exchanges between the hotel and its guests. It starts from the potential customer’s first contact with the hotel through to check out and reconciliation of the account.

The guest cycle can be divided into 4 phases:

10