Course Information
HMGT 1101 / Section D500
Professor John Richard Akana
jakana@citytech.cuny.eduMeta
New York Times-
Recent Posts
Recent Comments
- rsamuel1 on NYC Attraction Assignment (due 11/23)
- brittany Petersen on 36 Hours Submission
- Melanie Santiago on 36 Hours Submission
- Kiyana Whitney on 36 Hours Submission
- RRivera on Chapter 3 (due 10/26)
Archives
Categories
There are many functions and departments in a hotel. The primary function of a hotel is to provide lodging accomendations. A hotel is made up of several business and revenue centers as well as generate profit for the owners. Management structure differe among larger, midscale, smaller properties. A general manager has a wide range of responsibilities. They must ensure a reasonable return of investment, keep guests satisfied, and keep employees happy. Mostly, for the performance of the hotel and it’s employees. The executive commitee is made up of all managers of the departments. Memebers from human rsoirces, food and beverage, rooms division, marketing and sales, egineering, and accounting. All departments have many functions of a hotel. Rooms Division is made up of the front office, reservations, housekeeping, concierge, guest service, security, and communication. Front office balances guest accounts and thier information. A Night Auditor balances recievable guest accounts around “1:00 am by the Average Daily Rate. Competing wise hotels use RevPar or Revenue Per Room to see the incoming revenue of who makes more. Billing guests has become easier with advanced technology such as computers and tablets. Security is a big deal for a safe environment and hotels are responsible for the safety of guests and thier property/information.
There are many functions and departments that make a hotel run smoothly and efficiently. The primary function though is to provide room accommodations. From General managers to Front office to night auditors, making sure guest have clean rooms to clean hallways is a reflection on the staff hired to help make sure the hotel run smoothly. The General manager ensures guests are satisfied and happy. When guests are satisfied and happy they spread the news about the hotel and other guests will want to stay there. When guests expectations are met and sometimes exceeded guest will praise the staff, write reviews and even bring it to the attention of management-which in tern is a reflection of staff and hotel operation. The front office management is there to ensure guests has a room to stay in with accommodations for those who may need it. They are responsible for providing that initial “Warm and welcoming” greeting to each guest. Guest begin their mental assessment of the hotel at the front desk then followed by their room accommodation. The night auditor helps to ensure each guest that checks into the hotel is paying for the service provided. Without the auditor the hotel will not be able to provide such clean and friendly service. Rooms will not be paid for and staff will not get paid for a job well done. The revenue management of the hotel helps to price hotel rooms and accommodations accordingly. Their purpose is to maximize revenue and increase profitability. This day and age booking rooms and billing guests are much easier to do. Technology has helped speed things up and gets guests in their rooms quicker. People do not realize that when you book a room the branch of people your booked room employs. The reservation staff sets up the guests service staff and concierge staff, which confirms cleaning schedule to the housekeeping staff. Running a hotel is a hands on job. You need keep your establishment running smoothly and meet the needs of your guests and their expectations.
In Chapter 3, we are taught about Room Divisions starting with the functions and departments of a hotel. The main focus of a hotel is to provide lodging accommodations, providing all comforts of a home to those away from home. In management the structure size differs from large to very small but that doesn’t mean ones are more significant than the other. In an example, the head of small property management is compared to the director of human resources. Though one most likely requires more people than the other if the head of small property did not take care of their day to day responsibilities then hotel will not be able to function as well as it could.
The General Manager (GM) is the most fundamentally responsible in all of these departments. They must make sure the hotel is making lucrative and positive investments and have both their employees happy and satisfied. In grand hotel it would be more difficult for the GM to greet every guest so the focus on VIPs. However, in smaller lodging establishments it is much easier to make sure guest are having great experiences during their stays. An efficient GM will push their employees to do as much as possible to make visitors feel comfortable as long as it feels in with legal law bounds.
Right under the GM is the Room Divisions director. They effective leadership for the hotels department divisions such as Front Office, Reservations, Night Auditor and Security Division to name a few. These few divisions have important duties of their own. Those in the front office must balance guest account correctly and handle 24 hr faxes, calls, mail and well as be able to inform other on the hotel’s and local business’s information. In the Reservations department the first contact with a possible guest is made so good impressions are highly required. They also are required to sell rooms for the highest dollar possible to build revenue and inventory. After they do so they must report to the Rooms Division Manager directly.
Next, the Night Auditor balances all guest accounts in the middle of the night usually 1 am. This creates a vital report on Room Occupancy which is recorded and used for the next day. Lastly, there is Security. Security and Loss Prevention are responsible for the safety for guest and employees and the protection of hotel property. Security division maintain alarm systems, implementing procedures etc. Amongst these divisions and departments are growing trends which include diversity in workforce, in room technology and continued quest for advancement and productivity.
The main function of the hotel is to provide lodging accommodation and to serve and enrich society. Hotel provide services of all comforts of the home away from home. The manager is responsibility for all decision making in the different departments. The manager is also responsible for guest satisfaction also the performance of the hotel and making sure the employees are happy. The manager is the sole leader and is accountable for the profitability by the corporation. The Executive Committee is made up of managers of the hotel. The Executive members would be directors of different departments within the hotel. Meetings are held once a week focusing on the guest, occupancy percentage and Total Quality Management. The appointed department directors are held responsible by the GM for efficiency and effectiveness, leadership and operation in the departments. The main duty of the front office manager is to sell rooms and enchance guest services by developmental strategies to meet guest’s needs. The guest depends on the front desk for information and service during their stay at the hotel. The accounts of the hotel must be checked and balanced daily by the night auditor. The revenue management helps to maximize revenue and increase the hotel’s profitability. The revenue management theory was developed by Smith Travel Research. The reservation department main responsiblility is selling hotel rooms for the maximum dollar while exceeding guest expectations. Communications of CBX and PBX includes in house communication. The guest services staff has an important part to play with first image of the hotel and providing information. The housekeeping department employs the largest employees and the head of housekeeping has responsibilities of record keeping, scheduling and evaluation of the employees. Hotel initiatives are environmentally conscious and uses the color green. Security includes a loss prevention department which is responsible for protecting property of the guests and employees. They also maintain alarm systems, implementing procedures. In the divisions and departments are growing trends which in the work force includes diversity and continued guest for advancement and productivity in the hotel departments.
We’ve already learned that hotels are meant to feel like a home away for home. In chapter 3 we start to learn the management structure that responsible for creating that home away from home feeling. The head of this management starts with the general manger. A hotel general manager has the responsibility of returning investments; maintain happy employees and satisfying guests. But, this also depends on the size of the hotel because it’s easier for a GM to unsure guest have a good time in a small hotel than in larger hotel. A GM is also the head of the executive committee. An executive committee is a board of directors/managers of key departments in a hotel such as; human resources, food and beverage, rooms division, marketing and sales, engineering and accounting. Usually the executive committee would meet up once a week to discuss typical hotel topics such as occupancy percentage, total quality management (TQM), guest and employee satisfaction, etc.
One of the departments the chapter starts to break down is Room Division departments. First there’s the Front office which is the face of the office and where guest first interact with hotel staff. They handle selling rooms, check-in and check-out, relies information to guest, and making sure guest satisfaction are met. The Night Auditor begins to balancing guest accounts receivable at approximately 1:00 am. A hotel must balance accounts on a daily basis. The Reservation department is the first ones to get in contact with guest and is responsible for selling hotel rooms for the maximum dollar amount while exceeding guest expectations. Also the Concierge who assist guest by making reservations and/or confirming shows, events, restaurants, airline tickets, and provides advice for local activities and shopping areas. As a concierge you must be knowledgeable of the city you’re in and the hotel also is able to speak different languages. Then there’s housekeeping which I feel is a huge part of the hotel because not only it’s the department with the largest employees but, have to make sure rooms are prepared for check-in. Along with making sure certain rooms are accommodate for certain guests. Next is Security which is responsible for protecting the guest and property by maintaining security alarm systems and enforcing procedures. Lastly, not forgetting guest services/uniformed services such as door attendants and bell persons, who greet guests and assist them with their luggage’s. Now we have a little insight in what goes on with the management of a hotel.
Chapter 3 begins by i stating the functions of a hotel and how its made up of several business and its purpose is to accommodate its incoming customers and provide comfort as if a second home. The chpter also explains the role of the General manager and how the position within itself is verious positions in the business and has tons of resposibilities. The general manager is responsible for the guest expericence at the hotel and has to make sure they are satisfied with their service, the way the hotel is run and the employees working at the hotel tells alot about the gm, for example, a well run high class hotel tells alot about the gm and how observant and how set on excellence they are. As you move onto the chapter it proceeds to talk aout different departments in a hotel such as room division, front office and all the functions of the front office and how its run. it also covers the revenue management and how its based on supply and dmeand used to overlook the business of the hotel and figure out ways in how the hotel could bring in more customers and maxize their business and income. The revenue managemnt is also used for hotels to ompare eachother and see how one can be greater than the other to be in competition. Towards the end of the chapter you learn about security, billing customers, reservations, guest services, concierge and messages, which all positions can be found at the front desk of a hotel as soon as a customer walks in.
In chapter 3 we discuss the different functions of operations in the hotel business. It discusses the different levels in management and the responsibilities of each. while running a hotel business, you must get the satisfaction of your customers. A hotel should feel like a home away from home. You must accommodate your customers to the best of your ability and serve them to their satisfaction. Hotel managers are responsible for the total operations of the building. They are responsible for the decision making and the success of the Hotel. Making sure the guests are having the experiences they have paid for is also very important.
The management team is structured to have a manager be responsible for each of the key result areas that make the business successful. The manager on duty is ultimately responsible for all the decision making. Being an effective manager is empowering associates to do anything in their power to make guest happy being that its legal and to the company guidelines. House keeping is probably one of the key components of running a hotel business because the executive house keeper is in charge of a substantial amount of record keeping in addition to scheduling and evaluating of the staff. not to mention an inventory of all guest rooms and public area furnishings.
Being successful in managing a hotel business you must have the commitment of your staff and other managers to ultimately create the best possible experience to your customers.
The main purpose of a hotel is to provide housing accommodations, they exist to enrich and serve society. They’re also meant to provide all of the comforts of home to those away from home. Someone must be responsible for all of the key areas that assemble the operation successfully, so the manager is responsible for all decisions. As General Manager of a hotel, they have plenty of responsibilities to take on, such as ensuring a reasonable return on investment, keeps employees happy, and keep guests satisfied. The General Manager is the leader of the hotel, therefore they have to be ultimately responsible for a performance of the employees and hotel. They’re also held accountable for the hotel’s level of profitability by the owners or corporation. the Executive Committee is comprised of key managers of the hotel. The room’s division is comprised of the front office, reservations, concierge, housekeeping, guest service, communications, and security. The front desk is often described as the hub or nerve center of the hotel. The guest relies on the desk for information and service throughout their stay. The main functions of the front desk are to sell rooms, maintain balanced accounts, offer services such as handling mail, messages, local and hotel information, and faxes. The Average Daily Rate, along with the occupancy percentage, is one of the key operating ratios that indicates the hotel’s performance. The purpose of management is to maximize revenue and increase profitability. Energy management systems can reduce energy consumption by switching off when the guest is out of the room. Global distribution systems are electronic markets for travel, car rental, hotel, and attraction bookings. Billing guests became much easier with the assistance of computers. Security is one of the highest concerns of guests who visit hospitality businesses.
Chapter 3 covers the general overview of the hotel business structure. The main purpose of a hotel is to provide people with sleeping space away from home– in today’s age, the hotel can also provide every aspect of the customer’s basic needs, like food, entertainment, local travel, and possibly social activities. Most full-service hotels strive to make their property “a home away from home” so that they can build and strengthen their client base through positive experiences.
The chapter begins to break down the different job roles and the hierarchy within the business– starting with the General Manager, who’s prime responsibility is to make sure everything dealing with the hotel and it’s employees are running smoothly. Then it begins to break down the Executive Committee, which is usually a group of the supervisors/directors of each department in the hotel (food&beverage, accounting, marketing&sales, rooms division, engineering, human resources). Each director is in charge of overseeing that specific department and also communicating with the other departments whenever necessary. For example, the director of Rooms Division oversees front office, concierge, housekeeping, reservations, communications, and sometimes security. Each of those sub-departments usually have a manager that answers to the director on a regular basis. Then, it also begins to explain some roles like Night Auditor and the Revenue Management, some of the things managed includes all of the audit calculations (such as the RevPar, Average Daily Rates, Occupancy, etc.); energy management within the hotel; the central reservation system and security.
Chapter 3 explains the functionality and different departments of a hotel. The most common yet primary function of a hotel is to provide lodging/camping accommodations. A single hotel is made out of several businesses or revenue centers put together or working together. Hotels like most businesses, exist to provide server and to generate a profit for the owners. Whether a hotel is for the public or for a private company, they’re all the same, they exist to serve and enrich society. What comfort you couldn’t feel at home or while away from home, hotels are meant to provide all of their comforts. Hotels are consist of many and many different departments that must actively communicate well to each on a daily basis. The general manager is extremely important as he/she is responsible for the satisfaction of the employees, the guests and the performance of the hotel. Rooms division is lead by the GM and it is comprised of the front office, reservations, housekeeping, concierge, guest service, security, and communications. Revenue management is used to maximize room revenue at the hotel. The system is based on the supply and demand economics. Allowing it to rise or drop prices as see fit according to the market and society on a daily basis. Revenue per available room or RevPar is a calculated formula that is used to show to hotels as to how well they’re doing in their businesses. Average Daily Rates is also helpful as to displaying the performance of their businesses. Housekeeping, security and front office management are probably some of the highest priority departments within a hotel.
Every hotel is run by many different departments. In smaller hotels one person can run multiply departments; In larger establishments the each department will be run by multiply people. No matter which department it is their goal is to provide excellent service for customers away from home. In a hotel, management is usually in charge of budget control and ensuring the hotel’s success. The rooms department is the most important department in my option they are responsible for everything the guess will see and be in contact with even before they enter the hotel. All the way from making the reservation with the guess, greeting the guess, parking their car, greeting them at the front desk, showing them to their room, cleaning their room(s), collecting payment, and checking out. Other departments are also important in maintaining the hotel too, but many times they do it from behind the scene.
Chapter three explains the functions and multiple departments that are in hotels. While all hotels goal and function are to be the home away from home for people on business or vacation. Hotels have several business within. Management can differ from the size of the property and what’s needed, there is always someone responsible to make the operation successful. General managers insure that guests and employees are happy. They are accountable for the level of profitability. They set the tone and structure and excellence. The departments that keeping also running are: The Front Office responsible for check ins and outs. The Night Auditor responsible for balancing guest account. Revenue management who is responsible for maximizing room revenue and increasing profitability. Guest service They are the make or break they are the first people you they are door attendance, handle luggage and provide information. A concierge assist by arranging reservations or tickets to a popular show. Housekeeping prepare and clean rooms for incoming guest and guest that are still there. Hotels use a diverse workforce and technology to increase revenue and productivity.
Chapter 3 goes into the functionality and purpose of a hotel. The primary function of a hotel is to provide lodging, and all the comforts to make your stay feel like a home away from home. Whether your hotel property is large or small there are many different elements that go into running a successful hotel business. Management is important, your general manager or GM has a role that consists of many different responsibilities. Ensuring that each and every employee is successfully doing their job, exceeding guest expectations in return for the financial gain of the company. Next you have the executive committee, made up of the directors of the more complex departments of the hotel to discuss the hotels performance, as far as employee and guest satisfaction, occupancy percent etc.
Rooms division is a department of the hotel that consists of security, communications, housekeeping, front office, guest service and concierge. The front office manager is responsible for creating the services needed to meet the needs of the guests. To see the financial status of a days work, a night auditor is needed. This is the person that does all of the calculations during the wee hours of the night when the hotel is not as busy.
To ensure that the hotel is making revenue and isn’t overbooking by too large of a margin that they aren’t making enough money the Central Reservations System (CRS) is used. The Property Management Systems (PMS) is also being used, one of the perks of this particular system is that it provides for quicker billing to the guest which proves for more efficient service.
Every hotel whether huge or small must be managed and kept in order. However depending on the size of the hotel, the structure of management varies(the number of departments established). Yet there will always be a general manager responsible for overall decisions, performance of the hotel and its employees, and the overall guest satisfaction. The departments hotels generally include are 1)Human Services 2)Food & Beverage 3)Rooms Division 4)Marketing & Sales 5)Engineering 6)Accounting. The head managers of these departments typically meet together once a week to discuss occupancy percentage, total quality management, forecast, guest & employee satisfaction, and training. The Rooms Division department is then broken down into front office, reservation, housekeeping, concierge, guest service, security and communications. While they are all very important, front office is the more important one in the production, revenue wise because they strive to achieve full occupancy, are in position to increase revenue through upselling, offer additional income producing hotel services and many of the times a guest’s return depends on front office because a guest will return if they encountered great customer service and the one they usually receive this from is front office because the front office is the prime interaction center between guest and hotel. The room occupancy, ADR and guest accounts are balanced and reviewed by the night auditor. Revenue management determines what price and room type to give to what type of guest. RevPar is a formula used to see how a hotel is doing amongst its competitors. The Central Reservation system and global distribution systems are very important to hotels and help them keep track of occupancy and reservations.
In chapter 3 is about the general manager has a number of responsibilities, they need to make guest happy. Also, the general manager might only meet and greet a few VIPS oppose to smaller business where is the general manager become more aquatinted with guest. The executive committee is made up with director from human resources, food and beverage, room division, marketing and sales, engineering, and accounting. The front office main functions are sell rooms, maintain balanced accounts, to offer services. Revenue management used to maximize room revenue at the hotel. Hotels use Rev Par to see how they are doing for hotels.
Chapter 3 starts off by talking about functions and departments of a hotel. The ideal function to a hotel is to provide lodging accommodations. Hotels generate money in many different places upon the hotel. Of course it’s a business they are there to make money and provide service. Hotels are there for you anywhere you go. Depending on the size of the hotel, positions will vary. Some hotels might need more employees to different tasks. Managers are the ones who are responsible for all actions made. There are quite a few things a manger has to do to keep success and that is make good profit , provide good service to guest and of course just like anywhere else keep your employees happy. Managers should always reach out and find out how the guests enjoyed his/her stay. General Managers are held accountable for making profit for the hotel and they pass it down on the employees to take good care of all guests to ensure comfort and happiness. Hotels also have the executive committee which is made up of directors from the various departments such as human resources, food and beverage and more. They meet once a week for about 1-2 hours and discuss things such as occupancy percent. Hotels have many different departments such as Rooms division which ensures efficient and effective leadership and operation off all the rooms’ division departments. They work compatible with front office, reservations, housekeeping, concierge, guest service, security and communications. Another department which all guests deal with is the front office. The front office is held accountable for selling rooms, maintain balanced account, and offer services such as holding guest mail. Front office is shooting for 100% occupancy every day. Another department within the hotel is the night auditor who balances guests’ accounts receivable. They also different things such as calculate the ADR. Revenue management factor in the supply and demand of the hotel and try to maximize profit at all given times. Revenue management would like to sell all the rooms at the rack rate but that’s not possible if you have groups who have multiple rooms at a reduced rate. Some hotels use formulas such as revenue per available room to find out how much money they are making on the rooms occupied and not occupied. Revenue management has systems such as energy management which reduce the use of electricity and shut it all off when the guest is out the room. They also have plenty of interfaces that help keep things in track such as Global Distribution System and central reservations system which keeps database stored to ensure maximum profit. Over in the reservations department there task is to sell all hotel rooms for the most money possible taking good care of guests and ensuring good service. Hotels make profit off the telephones in the rooms because they add a fee when making long distance calls. Many different job positions in the hotel guest services interact a lot with guests. Those people would be door attendants, bell person, concierge, and housekeeping. Hotels usually have a security / loss prevention department which ensures guest safety to all their belongings and keeping the hotel safe of course.
The hotel provides lodging accommodations and exist to provide service and to generate a profit for the owners. Management structure for hotels should responsible for each of the key result areas that make the operation successful. The GM in hotel is ultimately responsible for the performance of the hotel and the employees. The Executive Committee is comprised of key managers of the hotel. Executive Committee will include human resources, food and beverage, rooms division, marketing and sales, engineering, and accounting. The rooms’ division director is held responsible by the GM for the efficient and effective leadership and operation of all the room division departments. The Rooms Division is comprised of the front office, reservations, housekeeping, concierge, guest service, security, and communications.
Chapter 3 talks about the functions and departments within a hotel. A hotels job is to provide lodging accommodations and to help give society more opportunities. Within an hotel, there are multiple parts to help it run smoothly and make the operations successful. A hotel consists of several businesses, revenue centers, and also help gereate profit for the owners of the hotel. Management within a hotel also depends on the size of the establishment. Depending on the size of the establishment, the hotel may have more or less workers. Every hotel has a general manager, whom keeps everything under control and that the operations are running smoothly. In larger hotels, the general manager is usually also the person that everyone goes to when something goes wrong. The rooms division houses many departments such as the front office which handles some of the hotels operations. The front office handles the guests reservations. The hotels revenue management has types of operations which manages the hotels revenue such as the front office and the night auditor. The night auditor calculates the Average Daily Rate. The hotels room are calculated by the revenue management to find the best method to get the highest profit. With the advancements in technology, organizing reservations and hotel management have been made faster and easier.
Chapter 3 discusses all the roles within the room operations. An effective room operations management will assist in generating the most revenue for your hotel. Many hotels have an Executive Committee. This committee with consist of managers from departments throughout your hotel. They discuss many key factors that are in regards to everything from training of employees to guest satisfaction. Revenue management is when you adjust your pricing based on supply and demand. The room manager, housekeeping, reservations, and concierge departments all work hard to assure they are providing the best hospitality to guests through working all together as one team.