Course Information
HMGT 1101 / Section D420
Professor John Richard Akana
jakana@citytech.cuny.eduMeta
New York Times-
Recent Posts
Recent Comments
- Lisa Torres on 36Hours
- Lisa Torres on NYC Attraction Assignment (due 11/16)
- Brandon Prince on Chapter 10 (due 10/19)
- Brandon Prince on Chapter 3 (due 10/12)
- Brandon Prince on Chapter 2 (due 10/5)
Archives
Categories
Hotels provide service and gives profit to owners. The main function of a hotel is to provide lodging accomodations. It is comprised of several business or revenue centers. All hotels exist to serve and enrich society. Management structure in a hotel is also classified based on properties. A hotel’s general manager is responsible for hire the best skilled people, and empowering them to do anything legal to delight the guest. The GM ensures that there is reasonable return on investment, while keeping both guests and employees happy. An executive committee of a hotel consists of the managers of the six departments of the hotel. The GM is responsible for the rooms division manager, making sure everything is running smoothly in all rooms division departments. The front office manager develops services to meet the guests needs in order to enhance guest service. The FOM supervises GSAs. Front office sells rooms, maintains balanced accounts, offers services to guests. Night Auditors balance guests receivable accounts when the hotel “quiets” down. ADRs, along with ROPs, are the operating ratios that shows hotels’ performances. Revenue management is used to maximize room revenue at the hotel. Hotels use REV PAR to see how they are doing compared to their competitive set of hotels. Technology has made billing guests easier. Security is one of the highest concerns of guests who visit hospitality businesses.
Fyaad Nazim
Chapter 3
Perspective of hospitality management
A hotel has many functions but the primary function is to provide lodging accommodations. The reason for a hotel is to provide service and gain profit for a hotel. The manager is in charge of all the decisions and each department usually contains a manager. The hotel general manager has many responsibilities such as keeping not only the guest happy but the employees happy to. The director of each department reports to the general manager, there known as the executive committee. Room division is responsible for all operations on every room. Then there’s who we all know the front office, the people we talk to in case of any needs. The front office main function is to sell rooms and maintain balanced accounts. A hotel balances their accounts on daily basis which is the night auditors job. Revenue management job is to get the highest price they can per each room. They give the right room to the right guest hoping to increase profits. Revenue management consists of other systems including energy management, call accounting, global distribution, and central reservations. Due to computers billing guest has become much easier and securities making it a safer environment. Reservation managers report to the reservation department and are in charge of selling rooms. Concierge help guest arrange and plan things to do in the hotel. As we all know housekeeping is who we call in need of an extra blanket. Nowadays green hotels are starting to trend due to the fact that it supports environmental activities.
Kaitlynn Reyes
Prof. A
Perspect In Hospitality Management
Chapter 3
In chapter three talks about the primary function of a hotel which is to provide lodging accommodations. Which exist to provide service and to generate a profile for the owners of the hotel. It exist to serve and enrich society and to provide comforts of home to those away from home. The management structure is different in every hotel because it depends on the size from bigger, midscale and smaller properties. The manager makes all of the decisions that go down inside of the hotel. They have a lot of responsibilities within the hotel, some of the responsibilities are return on investment, keep guest and employees happy. The general manager is responsible for everything. They hire the best people and set the tune and they structure for excellence. The general manager doesn’t do everything by themselves they have the executive committee which is comprised of key managers of the hotel which are human resources, food and beverage, room divisions, marketing and sales, engineering and accounting. They all usually meeting for an hour and two once a week to talk about the business the hotel gets during that week and they look at all the numbers. The room division is held responsible by the general manager. Room division is comprised of front office and reservations, housekeeping, concierge, guest service, security, and communication. The front office is to meet the guest needs and it is also the center of the hotel. The guest cycle is reservations, arrival, guest incurs charges, rooming the guest, verification, checkout. At night the night auditor has to figure of Room Occupancy Percent and Average daily rate for the hotel. Hotel is responsible for the safety of their guest. Some trends hotel uses are the increase of new technology, diversity in their staff and etc.
Yanibel Medina
10/09/2017
Perspective In Hospitality
Chapter 3
Hotels provide service and generate a profit for the owners. They are meant to provide comfort to those who stay away from home. The manager is responsible for all decisions and changes. The general manager is the leader of the hotel. Members of the executive committee are the directors of departments like: room division, accounting, engineering, etc. They meet once a week, 1 to 2 hours. There’s 6 departments in the room division. The front office is often described as the nerve center of the hotel because they are the ones who interact with guest daily. They are responsible to maintain balanced accounts, sell rooms, and to offer services. A hotel needs to balance its accounts daily, which is done at 1AM. The APR (average daily rate) is calculated by dividing the total of room revenue by the total number of rooms sold. The purpose of revenue management is to increased profitability. Hotels use REV PAR to see how they are doing compared to other hotels. Energy management systems can reduce energy consumption.
Victoria Liao
HGMT 1101 Perspectives in Hospitality Management
Professor John Akana
October 12,2017
In chapter 3, it talks about how to run a hotel successfully and the different formulas that is used when finding out the revenue. Some functions are to provide lodging accommodations and the hotel is comprised of different businesses or revenue centers. One of the departments is the room division director which is held responsible by the general manager for efficient and effective leadership. The rooms division consist of front office, reservations, housekeeping, concierge, and etc. In hotels, they have a formula that they use which is Average Daily Rate (ADR). A way to calculate ADR is to divide the total of rooms revenue by total numbers of rooms sold. Revenue management is important because it is used to boost up revenue at the hotel. A way that this happens is based on the need of supply and demand. The prices rise when demand is strong and will decrease when they aren’t enough demand for a hotel. REVPAR which is also known as Revenue per Available room is use to divide room revenue by rooms that are available. Hotels use this formula to calculate how they are doing compared to other hotels. Hotels operators are in charge of using REVPAR as an indicator of how well they are doing. This is part of the hotel’s revenue management program. Energy management systems can help reduce the energy consumption by making changes when the guest is out of the room.
Moon Chen
HMGT1101
Prof. Akana
The primary function of a hotel is to provide lodging accommodations, and the reasons that a hotel exists are to provide service and generate the profit for the owners. The structure of a hotel is classified by large, midscale and small properties, and the manager is ultimately responsible for all decisions. A general manager, executive manager, and room division director will operate the organization of a hotel. And other managers head up hotel division or department.
The role of a general manager must ensure making the profit for the hotel, and keeping the guests satisfied and also keep employee happy, because employee performance is the big point to satisfy the guests. Typical executive committee is in charge the departments of human resources, food and beverage, room division, marketing and sales, engineering and accounting.
The role of a revenue manager is to maximize the profit for the hotel and have to adjust the right type of room for the guest with the right price. Room division is including of front office, uniform service and house keeping. Front office is divided by two main tasks of reservation and telecommunication. The main functions of the front office are to sell rooms, and to maintain balanced accounts and to develop service to meet the guest’s needs.
Reservation manager is report directly to the room’s division manager. The reservation department is responsible for selling hotel rooms. Lastly, there are uniformed service (bell attendants, door attendants, valet parking attendants, transportation personnel, concierges) and house keeping. The housekeeping department typically employs the largest number of employees in a hotel.
The ideal hotel’s role is a home away from home. The second person after the owner but actually the first in the hotel is a general manager ( GM). He( she) is more present and available in smaller hotels and a bit less personal in bigger ones.He hires all the best top people. The quality of the stuff depends on him.
the next under the GM is Executive committee. THey are managers of all the departments and meet generlaly once a week to discuss how hotel is doing.
The rooms division is directly under the GM. They are the people who are in front of guess and represent the face of the hotel. It is “the nerve” of the hotel.
NIght audit happens at 1am when hotel quites down and calculates the occupancy .
Revenue management adjusts the price for the rooms according to the seasons or event. IT also adjusts the price of the rooms depends on a client . Its goal to maxiamize revenue.
Hotel operators us REVPAR as an indicator of hotels revenue.
Yanira Vega
Citytech
HMGT 1101-D404
Prof. Akana
Chapter 3
In reading chapter 3 we learn about all the components and departments that help in running and maintaining a successful hotel. Hotels are businesses exist to provide travelers a place to call “home” for a particular time period while they are away. They provide accommodations, activities, entertainment, food and lodging among many other amenities. In order for a business to carry out all of these services they must have a managerial structure of many departments. One of these important department is the front office. Often described as the hub or heart of a hotel. The front office is responsible for selling rooms, maintaining guests accounts, supplying the guest with information and meeting guests needs. Other duties that take place at the front office are mail and messages.
The front office reports to the general manager. The general manager is held responsible for the efficient and effective running of the hotel. Not only does the GM keep the guest happy and satisfy but also hes employees.Other department that are under the supervision of the GM are reservations, housekeeping, concierge guest services, security and communications among others. All of these department must work in organized harmony in order for the business to become a success. Ultimately the GM is responsible for all decisions made regarding the property.The managerial structure differs among small and larger properties but the concept of service and accommodations are always the same. To provide the guest with an unforgettable experience while they stay at your facility.
A hotel has various ways to function while comforting people who are interested spending some nights. Hotels can provide their guests with food and entertainment to make their nights be great and make the hotels desirable to go many times. The general manager (GM) is the second person in-charge of keeping the hotel stabled as he ,she are more involved than the hotel owners themselves. The GM supervises other departments that includes house keeping , the front office that does reservations, the concierge guest services, and security. The GM are very responsible when it comes to keeping the guests satisfied. If there’s any issues the front office is responsible to report it to the GM.
Chris Raghubir
HMGT 1101
The primary function of a hotel is to provide lodging accommodations. A hotel is comprised of several business or revenue centers. Hotels exist to provide service and to generate a profit for the owners. A big hotel is run by a general manager and an executive committee, which is represented by the key executives of all the major departments, such as rooms division, food and beverage, marketing, sales, and human resources. The general manager represents the hotel and is responsible for its profitability and performance. Because of increased job consolidation, he or she also is expected to attract business and to empathize with the cultures of both guests and employees. The rooms division department consists of front office, reservations, housekeeping, concierge, guest services, and communications. The front desk, as the center of the hotel, sells rooms and maintains balanced guest accounts, which are completed daily by the night auditor. The front desk constantly must meet guests’ needs by offering services such as mailing, faxing, and messages. PMSs, centralized reservations, and yield management have enabled hotels to work more efficiently and to increase profitability and guest satisfaction. The communications department, room service, and guest services are vital parts of the personality of a hotel. Housekeeping is the largest department of the hotel. The executive housekeeper is in charge of inventory, cleaning, employees, and accident and loss prevention. The laundry may be cleaned directly in the hotel or by a hired laundry service. The electronic room key and closed-circuit television cameras are basic measures provided to protect the guests and their property. Spas are now a popular feature of many U.S. hotels, offering a variety of beauty treatments, exercise equipment, and other means for guest relaxation.
Nicaury Espinal
HMGT 1101
Prof. Walker
10/09/17
Chapter 3 Summary
This chapter is mainly about the primary function and the different departments of a Hotel. The chapter starts off by telling us about the functions and departments of a hotel. Something that we all should know is that the primary function of a hotel is provide comfort for its consumers. But they also exist to provide service and generate a very large profit to the owners. Whether hotels are in chains or independent, they are here to enrich our society. The managing of a hotel depends on the size of the hotel, if it’s a large hotel then it needs a larger team. Everyone working at any hotel has a role to fulfill and without it everything would fall apart, and to ensure that the investors come back they must keep all guest satisfied, and they also must keep their employees happy because if they’re not then they wouldn’t do as good of a job, this is the role general manager. The executive committee of a hotel are usually the directors of many differents departments such as, human resources, room division, marketing, sales, engineering and accounting. When this committee meets up it’s a pretty long meeting that could last up to 2 hours. The room division department is responsible for the rooms being efficient and effective for the consumers, and it’ made up of the front office, reservations, housekeeping, concierge, guest services, security, and communications. After the information for the room division department, it continues to explain to us what each department is responsible for. After this the revenue management is explained as the people responsible to allocate the right type of rooms for the right price. Then many different systems that are part of the revenue management are also explained, like the energy management system, or the call accounting systems, or the global distribution systems, or even the central reservation system. It goes on to explain the billing of the guests, which has become much easier since computers came to be. Reservations, communications,uniformed services, concierge, housekeeping, and the security of the guest, are the most important parts of what makes up a hotel, and without it everything wouldn’t work.
Danielle Sheridan
Chapter 3 Summary
Hotels tend to provide a “Home away from Home”. Depending on the size of the hotel, it will determine the number of employees the company has. In bigger hotels, there might be different directors and managers handling different departments, where as in a small hotel business there might just be a few people tackling different departments or working together and sharing equal responsibilities. In most cases, it is the front desk of the hotel that would leave the most lasting impressions, since the guest would be interacting with them more, due to simply checking in and out, on top of any more information or services the guest might have.
Even though any hotel business would like to sell all of their rooms at the highest Rack Rate, it is not likely since it’s the hotel’s goal to have 100% occupancy. To fill up as many rooms, the hotels might give incentives for guests to stay at a lower rate and offer a variety of other discounts. One of the biggest concerns in hospitality is guest safety. The guest must feel welcome and comfortable at the hotel, leaving a good impression from the hotel, while feeling secured as well.
Chapter 3 Summary
Kazuyoshi Karasudani
The prime function of a hotel is to provide lodging accommodations, but all hotels are comprised of several business or revenue centers. Management structure varies depending on the size of hotel. The manager is ultimately responsible for all decisions. The General Manager (GM) of the hotel has a multitude of responsibilities. He/she must ensure a reasonable return on investment and keep both guests and employees happy. Typical members of the Executive Committee would be directors of the following departments: human resources, food and beverage, rooms division, marketing and sales, engineering and accounting.
The rooms division is comprised of the front office, reservations, housekeeping, concierge, guest service, security and communications. The responsibility of the Front Office Manager is to enhance guest service by developing services to meet guests’ needs. The front office is often described as the “hub” or “nerve center” of the hotel.
The guest cycle:
• Reservation
• Arrival/Registration (room assignment, payment)
• Guest Incurs Charges
• Rooming the Guest/ Post Guest Charges
• Verification Night Audit
• (More Guest Charges) Checkout Confirmation
Revenue management is significant in order to maximize revenue and increase profitability. Revenue per available room (REV PAR) was developed by Smith Travel Research, and is calculated by dividing rooms available. Revenue management uses various systems to maximize their profits such as energy management systems, the global distribution systems and more.
The guest service staff has the unique opportunity to make or break the first image of the hotel and the experience the guest will have. Door attendants greet guests and assist with the opening and closing of the door. The bell person is responsible for escorting the guests’ luggage to their rooms. The Concierge gives advice on local activities and restaurants and makes reservations or purchases tickets for concerts or flights.
Robin Singh
Prof. Akana
HMGT 1101
12 October 2017
Chapter 3 Summary
Hotels are built for many reasons including accommodations to provide services and earn money in return. However, what are the accommodations needed for if people already have houses and other places to permanently stay in. Hotels are used for short stays or long stays in many occasions. Many examples of short term stays can be business trips, vacations, overseas travels and resorts. On the other hand, long term stays might be desirable for extended vacations and other traveling activities. Hotels try to provide the best services as possible to the guest while they are away from home. Comfort and satisfactions is the main priority for hotels because that’s what keeps the business going. All employees in the hotel play a large role in the industry followed by their manager, who is responsible for all issues that might occur. The general manager is the most important employee in the hotel because all responsibilities including making the guest and employees happy are in the hands of the general manager. The GM is ultimately responsible for the performance of the hotel and the employees. The GM is the leader of the hotel. As such, she or he is held accountable for the hotel’s level of profitability by the corporation or owners. There are about seven departments in the hotel that are accountable for the success of the hotel. Each department provide different services. For example, housekeeping is responsible for all the cleaning, the front desk is responsible for welcoming and registering the guest etc. Therefore, all department in the hotel must do their job to satisfy the guest and make the hotel successful.
Lisa Torres
Prof. Akana
10/12/2017
Hotels are meant to provide all of the comforts of home to those away from home. They are generally used to provide service to people and profit to the owners. Hotels take in a lot of employees for the different jobs that a hotel acquires. There are 7 major departments in a hotel. Hotel general manager,executive committee, front office, night auditor, concierge, and housekeeping. Each have an important role to keep the visitors happy so that the hotel can keep expanding their business. The front office is what most guests interact with. Depending on their hospitality, it will determine the guests satisfaction with their stay in any hotel. The job of the front office is the guest cycle.
The guest cycle:
• Reservation
• Arrival/Registration (room assignment, payment)
• Guest Incurs Charges
• Rooming the Guest/ Post Guest Charges
• Verification Night Audit
• (More Guest Charges) Checkout Confirmation
Providing everything at the guests wants and needs will determine how the hotel functions. Everything is about your hospitality towards your guests. This will determine if the guest will return to your hotel or not.
Rooms division operations
A hotels main function is to provide lodging accommodations for our guests. A hotel has multiple businesses to gain revenue to generate profit for the owners for the hotel. In each department of the hotel there is a designated manager to take on the responsibilities of that department and they are responsible for all decisions. The General Manager is responsible for the performance of the hotel and all employees. The General manager is the boss of the hotel and is held accountable for the hotels level of success by the corporation or the owners. Front office plays a major role in the hotels success, they are to sell rooms, maintain balanced accounted and to handle all guest needs or requests to endure guests satisfaction. When selling rooms the front office tries to achieve 100% occupancy and upselling rooms is a great way to increase rooms sales. The front desk is staffed 24/7 so it is why they are the department to handle guests needs. In some hotels security and concierge are there. Security is for the hotels protection as well as the staff and guests of the hotel. Concierge may assist guests by arranging tickets to restaurants , broadways shows , concerts or any local activities. It is important that the concierge is familiar with knowledge of the city and neighborhood to helps guests
Janele Garrison
Perspective in Hospitality Management
Prof. Akana
Chapter 3 summary
A hotel is considered of several other business or revenue center. The primary function of a hotel is to provide lodging accommodation. Hotel are built to provide comfort when away from home. Management structure differ amount each property. Hotel General Manager has a multitude of responsibilities. The GM is the leader of the hotel. The front office interacts directly with guest and help guest to check in and out. The guest as a cycle in with they found when checking in and out the hotel. The Average Daily Rate (ADR) is the percentage of occupancy each day. Hotel revenue is based on supply and demand and based on that the price varies. Hotels uses REV PAR to compared their hotel to their competitive set of hotel. Revenue Management as different systems such as
• Energy management
• Call accounting systems
• Global distribution system
• A central reservation system (CRS)
Security is one of the highest concerns of the guests. Guest services is very important. Each staff has the opportunity to leave a guest a good first image of the hotel. Housekeeping has the largest number of employees in the hotel to make sure it is always at its best.
The role of a manager is very important especially if you are working in a high end hotel with guest checking in and out at constant rates. The general manager has a lot put on there shoulders. To seeing day to day operations hiring staff if they have a small establishment who doing have Human Resources, taking care of budgets payroll etc. In a small hotel checking on guest to see if there stay has been pleasant and if everything is up to par, at a bigger place the manager might not have all this time but will check on very big clients. In a big hotel there will be people under the manager who will take care of other responsiblities in the hotel such as Human Resources , director of food and beverage, room operations etc. there jobs are to look at one certain section of the establishment and make sure that the staff for that department is trained and doing the job correctly. From making sure beds are well done to making reservations and checking guest out. A lot of work goes into a hotel and the general manager must Be on top of their game to have the best running hotel around.
Chapter 3 talks about hotels and management. Hotels are a place where people who are traveling and far from home can feel at home and comfortable like they never left there homes they also are a place of business where businesses or company go to do business or have a show showing off there products. The hotel manager is like the base of company they have multiple responsibilities. The front office job is to interact with the guest of the hotel and check them in and out and whatever needs they may have.
Hotels goals are to serve their costumers, make sure that they enjoy there stay , if it was enough comfortable they had everything they needed. It is also set to make a lot of profit to the owner. Depending on the size of the hotel, there is always a person in charge, making sure that everything is running well, which is a General manager .If its a big hotel, that has other manager running different departments, and give him the feedback at the end of the day, or just a manager that takes care of everything from the guests to the employees.
In chapter 3 we learn about room division operations along with the branches and divisions in a hotel that all have something to do with rooms and how they interact with each other to ensure that the hotel runs smoothly and to the best of its ability. Divisions as big as general management and the executive committee, all the way down to things like housekeeping and security. Although security and housekeeping may not seem as important to the hotel the way management and the committee, each job in the hotel is important to its overall success.