Course Information
HMGT 1101 / Section D500
Professor John Richard Akana
jakana@citytech.cuny.eduMeta
New York Times-
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- Anne Huang on 36 Hours Submission
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Chapter 3 explores the functions and departments of a hotel. The primary purpose of a hotel is to provide lodging for a guest and to make money doing so. Management structures differ based on whether the hotel is large or small. The differences in management structure between large hotels and smaller ones is that in a larger hotel there are directors for each department of the hotel, such as human resources, room division, engineering etc. these directors all respond to the general manager In smaller hotels, depending on the size there may be a director of human resources but each manager will be responsible for the employees under them.
The general manager is the leader in the hotel and is responsible for the employees and the hotel’s image as well as the profitability of the hotel. As written above, the general manager is responsible for all of the directors under him/her such as the rooms division, accounting, food and beverage, marketing and sales to name a few. The rooms division is comprised of the front office, reservations, housekeeping, concierge, guest service, security, and communications. Within that division, each category is again sub divided and a manager is assigned to it, such as housekeeping will have a housekeeping manager, front office will have a front office manager and so on.
In the early hours of the morning the night auditor will
a)look at all guests in the hotel and settle their accounts receivable
b) create a ROP (Room Occupancy Report) report
c) check on the average daily rate of the hotel
Security is one of the highest concerns of guests systems include surveillance cameras, electronic door locking systems, and in-room safes.
Guest service staff creates the first image of the hotel.
Concierge assist guests by arranging tickets to events and shows shows in town, making reservations at restaurants and providing advice on where to shop and what activities are in the area.
Hotels are trying to be “green” with sustainability. Green sustainability and all initiatives under this category report to the director of housekeeping. By going green and trying to preserve resources, hotels save money and increase profits.
Chapter three discusses the different roles within a hotel. Having different roles is important because this determines on how the business will run. Having the executive committee points this out. First there is the Director of human services, Director of food and beverage, Director of rooms division, Director of sales and marketing, Director of engineering and Director of accounting. Each department has a person to report back to. If hotels didn’t have this there would be non stop chaos. People would be overwhelmed and the system would just not work.
Then General Manager on the other hand wears many hats. They must keep guests satisfied and their employees happy. They are responsible for the performance of the hotel and their staff look to them as an example. The GM must hire the best people to run an excellent business. For example, for the different room divisions there are: The front office, Night auditors, Revenue Management, Reservations, Guest Services, Concierge, Housekeeping, and Security. Each role has two things in common, making sure the guest have a great time during their stay. And reporting back to the GM, when you have staff who are excellent that means they learned from the best.
Some hotels are going green to create better goods and services this helps them to use fewer resources and creating less waste and pollution. This is important if the hotel wants more guest who live the organic lifestyle.
Overall, this chapter discusses the importance to understand the diversity in a work place, the different roles, new technology and going green. It is imperative to understand the many roles in a hotel especially if this is your dream job.
Chapter #3, starts of with the functions and department of a hotel, specifically stating what a hotel is used for, what it provides and how it exists to gain profit in return of service and hospitality. Then, the chapter goes on to explain the importance and responsibilities of a hotel’s General Manager. Where such responsibilities can differ depending on the size of the hotel and the chapter explains how the GM interacts with guests differently based on that; as well to ensure that the staff hired is, ” a structure of excellence.” The chapter gives detail of how executive committees meet and discuss their area in management and the progress. Afterwards, it moves on to detail in the importance and duties of the front office. Also, including the guest cycle form pre-arrival to departure, we see the functions of how the front office creates revenue and aid the guest and there accounts. The chapter also introduces the night Auditors role in the hotel, the audit works along side the front office to create daily reports of room and calculating ADR for the profit. As form there the chapter focuses more on the revenue aspect of the hotel. Its states the options in which the hotel and staff decides to sell rooms for more revenue depending of different situations and also compare the rates with other hotels. With that comes billing and security of the guest that should provide safety and keep personal information safe with new technology used to pay for stay like credit cards, as well as key card systems. The chapter goes on to state about reservation, communication and how the also comes into play when making profit from present to future. As the guest service from reservation till departure is important to build a great experience of service, so costumers may come back. Housekeeping and concierge’s are there to make things easier for the guest, cleaning rooms and making rooms more available and providing information for guest staying and wanting to explore the area. The chapter then ends, stating the trends of how hotels are becoming more diverse and the importance of the protection of the guest items are, and more importantly the environment with the hotel creating more Eco friendly solutions with their hotel businesses.
Hotels provide shelter to its guests who are away from home to be comfort and generates wealth by providing and having several business. The Executive committee is group of head of each following department: human resources, food and beverage, rooms division, marketing and sales, engineering, and accounting. The chapter is focusing on department of rooms division. Again this department breaks down to several. Front office, reservation, housekeeping, concierge, guest service security, and communication are the subdivision. Front office’s main job is to sell rooms. It also takes cares of mails faxes or any messages since the operation is 24 hours. When the hotels quiet down around midnight, night auditors calculates percentage of room occupancy of the day and calculate average daily rate.
Main purpose of hotel is also to make profits. According to revenue management, hotels’ room revenue changes based on change of demands, but room revenue tends to be reduced on incentive of conventions, groups, and organizations. Selecting right type of room to each guest is also a key to maximize revenue per available room. To reduce cost of energy, hotels have energy management system. Hotel also charges high fees on calls that guests are using. Global distribution system allows hotels to have their rooms available for booking online. Central reservation system allows hotels to manage reservation information easier, such as billing or overselling. Concierge should have well knowledge of the hotels and city as well since they take care of special requests to assisting with choosing place to eat out. Hotel is responsible to provide security while a guest’s stay. This also means hotel should be safe and guest’s properties should also be safe. Largest percentage of employees is in department of housekeeping. Executive housekeeper is responsible to schedule and evaluate employees.
This chapter begins by discussing the fundamentals of the hotel industry. Whether it is private or a public chain, each hotels purpose is to provide comfort to its guests. Each category of hotel will have a different management structure. The smaller hotels may not have positions the larger ones have. I liked the role of the GM in a smaller hotel as opposed to a larger establishment because it is more personal. The GM has the ability to get to meet its customers and even form more personal relationships with the staff. In a larger hotel, there is an executive committee. This allows each department to have a figurehead to divide and manage in a larger scale. The committee typically holds a weekly meeting to go over the weekly reports. I think the idea of a general meeting is great. It really allows everyone to come together and try to be as productive as possible. This is very effective in large industries. A big part of this chapter went over Revenue management and the sub divisions of this department. Each department corresponds to the heads the other departments to make sure all customers receive the best accommodations possible. This chapter summarized how important each department is in a large hotel to achieve the most success.
Chapter 3 is about departments; function and management structure of hotel. Hotel provides services for the travelers which brings profits for the owner. The purpose of hotel is to bring comfort for those away from home. It comprised of several businesses. Managers are responsible for customer service, keep the business operating and sometimes even human resource. General managers who works for large hotels are responsible for making the VIPs satisfied, performance of employees, keep on track for level of profitability. The executive committee are directors from different departments which they will meet once a week to discuss about the current business path. Room service, includes housekeeping &front office etc.. are responsible for operating the rooms. Front office is the center of the hotel, travelers will often depend on front desk for whichever kind of services during the time they’re here. Function of the front office are selling rooms, handling messages, mail, reservations. The nights Auditor which works during midnight, their job is to balancing the guest account receivable, daily report by calculate the percentage of ROP & ADR. The purpose of revenue management is increasing profitability at the right time. Sell the room at the right time to the right guest. Under the revenue management there’s energy management systems which reduce the energy consumption by switching the powers off when guest is away. Housekeeping is the department that will have the largest amount of employees, it is responsible for keeping all public areas furnished. This chapter is mostly about how different departments work together to make the maximum amount of profits for the hotel.
This chapter explains why hotels exist, what they provide and the different branches a hotel contains to operate. A hotel is supposed to accommodate you as if you were at your own home and for those services the hotel expects to gain a profit. This chapter also explains the responsibility of a hotel general manager depending on how big a hotel is. These responsibilities include keeping guests happy and satisfied as well as keeping employees happy to ensure great performance for the guest. The general manager is also responsible for the executive committee which includes the director of human resource, food and beverage, room division, marketing and sales, engineering, and the director of accounting. These departments are responsible for employee satisfaction, training etc. they are all to report to the general manager. The front office manager is responsible to meet the guest’s needs and to ensure the best possible experience. They are also responsible to maintain balanced accounts, sell rooms, and offering services such as local and hotel information. The guest cycle shows us the process needed to stay in a hotel. The night auditor is responsible to balance the hotel accounts while the revenue manager maximizes the revenue and increases profitability by providing the right type of room to the right type of guest for the right price. Keeping guest information private is a major security importance to a hotel. Technology has made it easier to keeping guest billing information safe. This chapter also describes how the reservation department, door attendant, bell person, and concierge are all important for the experience the guest has in that hotel and whether or not they have a good impression.
Alison McGovern
Chapter 3 Summary
The main functions of a hotel are to provide comfortable lodging for guests away from home, to generate profit for the owners, and to serve and enrich society. Many people may not be aware, but there is a whole team of employees working together to make sure the hotel is functioning properly. Depending on the size of a hotel, management styles vary. The general manager is ultimately responsible for all decisions and making sure guests are satisfied, but their duties vary greatly whether they are in a small hotel or a large resort. In addition to the general manager, there is an executive committee of key managers that direct different departments including human resources, front desk, food and beverage, marketing and sales, rooms division, engineering, housekeeping, and accounting. In addition to general management of the hotel, we also learn about revenue management, whose sole purpose is to maximize revenue and increase profits, by trying to sell rooms for their maximum value, but also giving discounted rates to large groups as an incentive to stay at their hotel. This chapter gives an overview of every aspect of the hotel, from the bell hops and concierge, who often give guests their first impressions of the hotel, to the housekeeping department that is responsible for a substantial amount of record keeping. This chapter explains the importance of security and loss prevention, one of the biggest concerns of guests who visit hospitality businesses. We learn about different trends in the hotel businesses, such as the importance of diversity among workers, the increased use of technology to aid in security and billing, the “greening” of hotels, and the ever-advancing in-room amenities and technology.
Chapter three, room division operations, introduces the functions and department of a hotel. First of all, it tell us about the management structure which is comprised of general manager and the executive committee. Since different hotels have different size, general mangers in each have different role. However, general managers in all of the hotels are responsible for all decisions, ensure a reasonable return on investment and keep guests satisfied and employees happy. The executive committee is made up by the key managers who are the directors of the following departments such as human resources, food and beverage, room division, marketing and sales, engineering and accounting. The room division is comprised of the front office, reservations, housekeeping, concierge, gust service, security, communication. All the staffs from different departments work as a team which aims at pleasing their customers and offer the best service.
The chapter 3 talks about the primary function of a hotel is to provide lodging accomodations. It shows hotels exist to provide all comforts of home to those away from home. Management structure divide into large, medium, and small properties. A large property have a director of human resources, but a small property may not have. To make the operation successful, each department must have operating responsibilities for the human resources for everyday. At last, the manger will be responsible for the performance of the hotel and the employees. The General Manager is the leader of the hotel. He/She is held accountable for the hotel’s level of profitability by the corporation, keep guests satisfied, and keep employees happy. The Executive Committee director into human resources, food and beverage, rooms divison, marketing and sales, engineering, and accounting. The main responsibility of the Front Office manager is to do the best of his/her abilities to help guest’s needs. The Night Auditor have to calculated the daily report. And the revenue management is to maximize revenue and increase profitability. Hotels provide dining, television, telephone, Internet connection, pools, meeting space, and concierge service to made more convenient and homey.
Chapter 3 is about Rooms division operations, it goes in depth about the rank structure that most hotels use, for example the management structure within the hotel, the role of the hotel general manager and the Executive Committee is comprised of key managers of the hotel. The chapter also describes the various departments within the hotel, the Rooms Division is comprised of the front office, reservations, housekeeping, concierge, guest service, security, and communications. The front office is described as the hub or nerve center of the hotel. The night auditor, at approximately 1:00 am, when the hotel has “quieted” down, the night auditor begins the task of balancing the guest accounts receivable. The chapter also describes revenue management which is used to maximize room revenue at the hotel. It is based on the economics of supply and demand. All of the daily functions of the hotel runs though its rooms divisions, a key part in how the daily functions all works out starts with the reservations, communications and the staff that is part of the uniformed services: Door attendants, bell person, concierge and members of the front office, these are the very first members of the staff that customers see and are attended by from the moment they walk in and from the time they leave.
Hello All!
I found that chapter 3 drew more of my attention because it was reinforcing my 1105 knowledge, reminding me of the key hotel terms and finances. It started with the basic structure of how a hotel is run which is basically how it functions. Then it went into the breakdown of the managment and what roles fall under it. The General manager is basically in charge of overseeing and facilitating duties in a way that makes the hotel money. So if a manager is making sure thaty everyone is doing their job efficiently and giving out duties to the right people, the hotel will make more profit than if the GM were not making sure that the employees were doing their jobs.
Then it explained executive committee which are the people who are heads of their departments that advise the GM so that the GM can make decisions or supply them with what they need while making sure that they will be making more of a profit than a loss.
The chapter went over the calulation of Room Occupancy and yield managment. The way a hotel prices its hotel rooms depends on the demand and finding the best number that isn’t too high or too low. If the price of a room is sold too low, a hotel can lose what it could be making. If it is too high, people may not buy the rooms and even if you have a good amount of guests in the hotel, it may not make enough of a profit that is close to the Optimum Revenue a hotel could reach at 100% occupancy.
Like I said earlier, this chapter helped me remember and even better understand some of the things I learned last semester.
Chapter 3 summarizes the room division operations and the functions and department of a hotel. This chapter interested me the most because I personally want to become a general manager for a hotel in the future and this chapter made me understand the management structure and importance of working for a hotel. Some of the primary function of a hotel is to provide lodging accommodations, in other terms mean to provide space and rooms for people. Hotel exist because it is to provide service and to generate a profit for business owners. They are also meant to provide all of the comforts of home to those away from home. Another important factor in this chapter is understanding the management structure. Management structure differs among larger, midscale, and smaller properties. The hotel general manager has multiple responsibilities. The manager of the hotel is responsible for all decisions. Role of the hotel general manager is to ensure a reasonable return on investment, keep guests satisfied, and keep employees happy. An effective general manager hire the best people and set a good example to people. Not only general manager plays a significant role in hotels, the executive committee is comprised of key management of the hotel. Members of the executive committee would be directors of human resources, food and beverages, rooms division, marketing and sales, engineering, and accounting. The department that I likely want to start out with is the front desk because I already have previous experience as a front desk. The main duty of the front office manager is to enhance guest service by developing services to meet guest’s needs. The front office is described as the hub or nerve center of the hotel. The guest relies on us for information and service throughout their stay. The main functions of the front office are to sell rooms, to maintain balanced accounts, to offer services such as handling mail, faxes messages, and local and hotel information. This chapters helped me a lot because if I want to work for a hotel, I want to start out as a front desk and work my way up. It is good to know the basic fundamentals of what is required for this position so I have a head start of what to do.
3rd assignment powerpoint was quite useful providing information about all the Management positions and there roll in how to have a successful Hotel Business. The main manager everyone needs to check upon, is the General manager. He/She has to have complete knowledge of the entire hotel functions and service.The Executive committee is consider like the key manager of the hotel He/She is required to have hour long meetings to be able to get informed and provide better ways to conduct the hotel. The other managers, they each play an important roll because they have to manage an specific aspect of the hotel management function and thats what makes the service work. This power point also informed us about what exactly is a hotel and what kind of purpose it has which is to provide good accommidation to visitor traveling away from home. Lastly this chapter also mentions how they sale the rooms and there objective of trying to be able to accupy every possible room in the highest price they can. Its recommended that if ur an employee is best you gain all the possible information referring to the location and hotel you work. The front desk is referred as like the nerve due to the fact that all the actions and the guest service is all transitioning at this area and is were the guest interact with hotel staffs.
Chapter 3 starts off giving a basic rundown of the hotel functions and departments. A hotels primary function is to provide lodging for guests as well as other accomodations in order to satisfy the needs of guests. The hotel general managers job is to ensure the guest and establishment are satisfactory and employees are doing what needs to be done. Besides the general manager there is the executive committee they are made up of different parts of the hotel team, human resources, room divisions, accounting staff, and more to name a few but each are an important factor to what makes a hotel what it is. Reservations have changed over the years and while a lot of reservations are done by computer people still stop by in order to request rooms, thanks to the aid of computers people can book hotels without needing to be present within a hotel but this also defeats the purpose behind hospitality. The job of the housekeeping department is to ensure that rooms are kept tidy suing follow a standard operating procedure. While some hotels have security in and outside the building smaller hotels do not. The main priority of security officers is the well being of all guest first and foremost and the up keeping of the alarm systems, security cameras, etc.
Chapter three begins giving a basic rundown of the hotel functions and departments. A hotels primary function is to deliver space for guests as well as other accommodations in order to satisfy the guest’s needs. The hotel general managers job is to guarantee the guest and establishment are suitable and employees are doing what needs to be done. Besides the general manager there is the executive committee they are made up of different parts of the hotel team, human resources, room divisions, accounting staff, and more to name a few but each are an important factor to what makes a hotel what it is. First of all, it tell us about the management structure which is comprised of general manager and the executive committee. Since different hotels have different size, general managers in each have different role. However, general managers in all of the hotels are responsible for all decisions, ensure a reasonable return on investment and keep guests satisfied and employees happy. The job of the housekeeping department is to guarantee that rooms are kept tidy suing follow a standard operational process.