Monthly Archives: October 2015

Carlos Amaro – Chapter 3 Summary

In the third chapter, title “Rooms Division Operations” , the text details the primary departments that that constitute a hotel and there various functions. The chapter begins by discussing the managerial structure of a typical hotel. Here it focuses on the preeminent position of general manger. It stresses the importance of the role by mentioning how the general manger is seen as the representative of their respective hotels, and are ultimately responsible profitability of the enterprise they govern. It goes on to say that general managers typically run a hotel in tandem with a complimentary executive committee. According to the text, the executive committee consist of heads of the major departments in a hotel. These departments include rooms division, food and beverage, marketing and sales, and human resources. Afterwards, the chapter delves into the centrality of the front desk. It elaborates on how the front desk is the place where rooms are sold, and where the daily balancing of guest accounts occurs. The chapter devotes a sections to the arduous but integral housekeeping department and its key role in maintaining quality guest accommodations. In addition, the text delineates how certain organizational tools, such as PMS, centralized reservations, and yield management, are assisting both financially and in terms of quality of service. In conclusion, the text remarks currents trends in internal hotel operations along with advice on potential career paths in hotel management.

Key Terms

1.Application service provider (ASP)- Textbook def: Delivers a complete booking system tied to the hotel’s inventory in real time via the internet. My example: Application service providers allow for an efficient way for hotels to outsource sales operations.

2. Average daily rate(ADR)- My example: A hotel manager will utilize the average daily rate forecast the revenue for a particular time of the year.

3.Call accounting systems(CAS)- My example: Even though telephone charges are a dying revenue center in modern hotels, call accounting systems are utilized to help bring what little that can still be made from them.\

4.Catastrophe plans- My example:  Every hotel should have catastrophe plan in the event a natural disaster strikes.

5.Central Reservation office(CRO)- My example: Large hotel chains tend to have a central reservation office, so they can more efficiently process reservations from their various properties.

6.Central reservation system(CRS)- My example: Central reservation systems allow hotels in referral associations to assist each other when one is in need of occupancy.

7.City ledger- My example: Hotels can provide credit to a large corporate client with the use of a city ledger.

8.Concierge- My example: If a guest wants tickets to a sold out concert, their best bet is to speak with the concierge of the hotel.

9.Confirmed reservations- My example: A guest will always have proof if they have a confirmed reservation.

10.Cost centers- My example: Utilities are a basic cost center of any business.

11.Daily report- My example: A general manager relies on a daily report to make informed decisions about the operations of their hotel.

12. Employee Right to Know- My example: Employees are obligatorily informed about the risk of their occupation as result of the Employee Right to Know.

13.Executive committee- My example: A general manager uses meetings with the executive committee to stay informed about the happenings of different hotel departments.

14.Global distribution systems (GDS)- My example: International hotel chains rely on global distribution systems to stay operational in their various markets.

15.Guaranteed reservation- My example: A hotel can face litigation if it does not honor a guaranteed reservation.

16.Night auditor- My example: The night auditor will be the first to know how much revenue a property brought in on a given day.

17. Occupational Safety and Health Administration (OSHA)- My example: Employees are ensured by OSHA that will work in a safe environment.

18.Productivity- My example: A general manager is the one who is ultimately responsible for keeping a hotel’s productivity high.

19.Property management systems (PMS)- My example: Billing a guest correctly is made infinitely more easy with the use of a PMS.

20.Revenue management- My example: Room rates are primarily determined through revenue management.

21.Revenue center- My example: Food and beverage provision is a growing revenue center for many hotels.

22.Revenue per available room (REV PAR)- My example: In the hotel industry REV PAR is customarily used to rate a properties’ competitiveness.

23.Room occupancy percentage (ROP)- My example: ROP is integrated into daily reports so concerned parties can see how many rooms were bringing in revenue on a given day.

24.Room rates – My example: Room rates fluctuate based on supply.

25.Room divisions- My example: Most hotel are organized along the lines of rooms division.

26.Uniformed staff- My example: Uniformed staff are always the first ones to encounter guest at a hotel.

27.Yield management- My example: Decisions about room rates are usually reached using yield management.




Jazmin Rodriguez – New York Times Travel Section Assignment

This week I read an article about Crystal Cruises written by Shivani Vora. In this article, the author talks about this luxury cruise line that currently sails to all seven continents and that  recently announced an aggressive expansion plan for its 25th anniversary this year.  The cruise line Chief Executive Ms. Edie Rodriguez, gives details in an interview with the author, about the reasons behind their idea to expand and how it was motivated by their guests. She stated that about 50 percent are repeat customer and they were pushing them for more vacation options in their style.

Chief Executive Rodriguez is commissioning three new crafts to be built for Crystal’s core fleet. In this ambitious plan there will be a yacht making its first appearance this coming December with a trip around the Seychelles Islands. The yacht will have a submarine that will hold three people including the captain and that will go as deep as 1,000 feet underneath the water. For this adventure, they are going to offer 30 minutes excursions inside of it, and they are promising their customers a view of sea life in a way that they have never seen before. In 2017 they will launch a non water adventure, A Boeing 787 Dreamliner for 60 guests that will fly on 28- day itineraries to remote destinations around the world and a plane for 14 days trips.

Ms. Rodriguez also mentioned that ships are spending more nights docked in ports to give travelers more time to explore and the addition of fewer midnight buffets with more healthier options.

Jazmin Rodriguez – Chapter 3 Summary

Chapter Summary

Chapter 3 focus on the duties and responsibilities of the executives and department heads of the room division operations. Explains the roles of the executive committee, hotel manager, front desk, housekeeping, reservations, and concierge services. This chapter talks about property management systems, and discuss yield management. Additionally, you learn how to  calculate occupancy percentages, average daily rate and potential rooms revenue.  Some of the most important key terms and concepts are described below.

Key Terms and Concepts

  1.  Application Service Provider (ASP). My example: The General Manager at my new hotel will be reviewing bids from different companies, to secure a contract with an ASP provider for the long distance calls.
  2.  Average Daily Rate (ADR). My example: Suppose that a hotel has 400 available rooms each day with a rack rate of $100. If all of the rooms were sold each day at this maximum rate, the maximum daily rate revenue sold would be $40,000.00.
  3. Call Accounting Systems (CAS). My example: Is a software or hardware application that has the ability to capture, record and assign costs to all telephone usage within the hotel.
  4. Catastrophe Plan. My example: It is a crucial plan among lodging executives for coping with floods, hurricanes, tornadoes and droughts.
  5. Central Reservation Office (CRO). My example: The Central Reservations Office for Disney World Resort and Dining operates seven days a week with the following schedule: Monday thru Friday 7 a.m. to 10 p.m.; Saturday & Sunday 7 a.m. to 8 p.m.
  6. Central Reservation System (CRS). My example: Is a computerized system that stores, and distributes information of a hotel, resort, or other lodging facilities making it easy for individuals to reserve rooms over the internet or telephone.
  7. City Ledger. My example: The new hotel in Waters Place is currently looking for a city ledger; the main responsibilities would be to check all contracts and lines of credits; follow up on all outstanding accounts.
  8. Concierge. My example: The concierge at the last hotel that I stayed in Orlando, helped me secured nice tickets to a dining experience by the bay.
  9. Confirmed Reservations. My example: The Tropicana Hotel in Atlantic City, NJ; requested a valid email address to send me a confirmed reservation details page prior to my arrival.
  10. Cost Centers. My example: Security, Accounting, Marketing and Sales, Engineering and Human Resources are among the best examples of cost centers in hotels, as they do not directly generate revenue.
  11. Daily Report. My example: The front office manager at my new hotel requests a daily report, about the number of guests using the hotel’s valet parking services. He needs to make sure that the front office staff is properly promoting it.
  12. Employee Right to Know. My example: As a responsible employer and to be in compliance with the law; I have my new staff attend a training session on the chemicals they may be exposed in the job.
  13. Executive Committee. My example: Is a group of individuals within the hotel that consult with the general manager in a regular basis and are in charge of the sub-areas of the hotel. Global
  14. Distribution System (GDS). My example: Every year global distribution systems allow me to purchase tickets from multiple different providers or airlines.
  15. Guaranteed Reservations. My example: A guaranteed reservation for my hotel in Jamaica, was not issued to me until they secured the payment with a credit card.
  16. Night Auditor. My example: As a night auditor I am responsible for performing basic front desk duties and ensuring that payments have been collected as necessary.
  17. Occupational Safety and Health Administration (OSHA). My example: Is an agency of the United States Department of Labor. Its mission is to assure safe and healthful working conditions for working men and women by setting and enforcing standards and by providing training, outreach, education and assistance.
  18. Productivity. My example: The productivity of the group’s effort surprised everyone, and increased dramatically since last year.
  19. Property Management System (PMS). My example: They are computerized systems that facilitate the management of properties, personal property, equipment, including maintenance, legalities and personnel all through a single piece of software.
  20. Revenue Management. My example: The Hilton Revenue Management’s experienced and talented teams are dedicated to helping their properties achieve superior market share and profitability.
  21.  Revenue Centers. My example: Hotels may add a restaurant or banquet room as an additional revenue center for the business.
  22. Revenue per Available Room. My example: A hotel calculation comparing the revenue generated by room rents to the total amount of rooms that are available for rent.
  23. Room occupancy percentage (ROP). My example: The number of rooms occupied divided by rooms available.
  24. Room Rates. My example: The standard room rate available for this coming week at the Ritz- Carlton New York, Central Park is $895 plus $136 for taxes and fees.
  25. Room Division. My example: Room Division is responsible for the housekeeping, as well as for the front office staff in a hotel.
  26. Uniformed Staff. My example: Employees who work in the uniformed service department of the hotel generally provide the most personalized guest service. Examples are bell attendants, door attendants, valet parking attendants and concierges.
  27. Yield Management. My example: Peter is responsible for analyzing the yield management on all of their products at the hotel, to try and maximize revenue and profits.


Christine Chapter #3 Summary

Christine Delva

HMGT 1101



Chapter 3


  In this chapter Hotels have many goals throughout their business but the main importance is satisfaction of both the guest and staff employees. Hotels are consists with many things such as corridors, parking lot and main lobby entrance, where you would be in the main floor also known as the central reservation office. Hotels are run by general manager and other committees. The hotel has different department such as room division, food and beverage and human resource.  Each department plays a role but the important part to me is Housekeeping. They have certain software to help their business grow because the hotel reflects on the general manager. Also the hotels must strategies and back-up plan to efficient business.  Hotel business interests are not only making profit. They want the visitor to their first priority is providing safety is important. By this the visitor will compare their stay from hotels. Also spread the good experience to other as well.

Key Words

1). Average Daily Rate- If a hotel has average daily revenue over a calendar of 26,000 and has 260 rooms available per day. The ADR would be $100.

2). Calling Accounting System-  In the Marriot hotel, every guest that stay at hotel has no limit on the amount calls, but thanks to CAS system in the company will be able to track and calculate the phone charge per room.

3). Central Reservation Service- The CRS connects the inventory and website so you as GM/ Front Desk Manager can promote or push  a range of room, rate and promotion to guest who book online.

4). Revenue Center- All hotels generate their revenue through sales of good and services such as room department and food /beverage department.

5). Catastrophe Plan- Airbnb on water or near water must have inflatable safety boats in case there is massive flood to ensure the guest safety.

6). Uniform Staff- Uniform company requirements for employees involved in service and delivery functions with customers and business partners

7). Executive Committee- In a business, executive committee empowered to exercise the authority of the full board when the board is not in session.  They have to act quickly in an emergency whenever and decisive action is called for.

8). Employee Right to Know- Every business all employees has the right to know the chemicals to which they may be exposed in their daily living.

9).Cost Center- The cost center contacted the administrator of the business to go over accounting standards useage only at normal day to day basis.

10).Room Division- Rooms Division is the department within a hotel that includes that has many branches under it as well where they work as one to control the function sales.

11). OSHA-Compliance with using OSHA in your business along with implementing and well-designed safety program can save money.

12). Productivity-A company can increase its own business productivity by making suitable changes in its business process and policies in order to improve the weak areas and capitalize on strengths for betterment.

13). Concierge-Concierge help the customers needs by providing services  such as: reservations for patrons, obtain tickets for events,  provide information about local features( shopping and recreational destinations).

14). Yield Management- Traveling to Haiti is amazing vacation. I usually take my vacation in August but I purchase my tickets in January to get better price rate rather buying tickets one month before departure date.

15). Room Rates- During peak season room rates increase rapidly compare to other months. In New York peak season are September to November.

16). Application Service Provider- It is a third party that provide service and solution to customers. Example = Vertical Market provide support to specific induitstry such as healthcare.

17). Central Reservation Office – The CRO handles calls from the from 1800  numbers which aallows the encounter sales of the room.

18). City Legder –  The city ledger in located at back of the house where the account department keep track who registered

19). Room Occupancy Percentage- The ROP provides an average number when divide the rooms booked to room not booked.

20). Confirmed Reservation- Lindsay’s Bridal Shower guest list confirmed reservation email was received time to make the day memorable.

21).Daily Report- All the room division departments managers are required yo provided daily report of daily agendas.

22). Global Distribution System – My family and I booked our hotel reservation through the GDS to make sure we were luxuruy suite.

23). Guaranteed Reservations -Airport usually advice their passenger to confirm their flight 24 hours before departure date so you can be guaranteed a seat.

24). Night Auditor- If you want to become a night auditor, you must have a minimum one year of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks.

25). Property Management System- The PMS is the head system that hotel operations used to gather information from all minor system generating in the hotel business.

26). Revenue Management-  Many hotels have different prices for different seasons that’s because they want to reach the peak point between number of guest and amount money willing to spend.

27). Revenue Per Available Room- RevPAR is an important metric because it provides a quick, simple overview of a company’s top-line operations in a form that incorporates both room rates and occupancy. 

Chapter 3 summary-Zhigang Gao

Zhigang  Gao [Gina]                                        HMGT 1101  Chapter 3 summary

10/13/15                                                           Prof. Damien Duchamp

Chapter three focuses on discuss the functions and departments of a hotel.

  1. Application service provider (ASP) def: is a company that offers individuals or enterprises access over the Internet to applications and related services that would otherwise have to be located in their own personal or enterprise computers. My example: Use application service provider’s system, help hotel save time and money. For this reason, the HR and Financial department no need exit in future.
  2. Average daily rate- My example: The average daily rate used to increase when it is travel peak season.
  3. Call accounting systems- My example: Hospitality is probably the biggest industry to utilize call accounting systems
  4. Catastrophe plans- My example: the catastrophe plans include buy insurance to reduce the risk.
  5. Central reservation office (CRO) – My example: Call central reservation office to book a room.
  6. Central reservation system (CRS)- this system only used by the hotel and resort industry to take care customer’s order or booking.
  7. City ledger – thecity ledger is the collection of accounts belonging to non-registered guests. This is distinct from the transient ledger (or front-office ledger, or guest ledger), which is the collection of accounts receivable for guests who are currently registered.
  8. Concierge – My example: the concierge often had a small apartment on the ground floor.
  9. Confirmed reservations-My example: if the hotel holding my credit payment, means my reservations confirmed.
  10. Cost centers- Cost centers include research and development, marketing, help desks and customer service and contact centers.
  11. Daily report- My example: shows how many rooms sold out today.
  12. Employee right to know- My example: as an employee they have right to know their salary and profits.
  13. Executive committee- executive’s duties is to make decisions and ensures that these decisions are carried out
  14. Global distribution systems (GDS) through these systems get information, in stance, how many rooms available.
  15. Guaranteed reservations- My example: I book a room. But somehow the certain room not available, they give me double price back.
  16. Night auditor- is a person who works at night at the reception of a hotel. They typically handle both the duties of the front desk agentand some of the duties of the accounting department. This is necessitated by the fact that most fiscal days close at or around midnight, and the normal workday of the employees in the accounting department does not extend to cover this time of day.
  17. Occupational safety and health administration (OSHA) – which sets and enforces protective workplace safety and health standards.
  18. Productivity- is an average measure of the efficiency of production. It can be expressed as the ratio of output to inputs used in the production process, i.e. output per unit of input. When all outputs and inputs are included in the productivity measure it is called total productivity. Outputs and inputs are defined in the total productivity measure as their economic values.
  19. Property management systems (PMS) – also known as PMS or Hotel Operating System (Hotel OS), under business terms may be used in real estate of mind, manufacturing, logistics, intellectual property, government or hospitality accommodation management. They are computerized systems that facilitate the management of properties, personal property, and equipment, including maintenance, legalities and personnel all through a single piece of software essayer.
  20. Revenue management- is the application of disciplined analytics that predict consumer behavior at the micro-market level and optimize product availability and price to maximize revenue growth.
  21. Revenue centers- A revenue centre is one of the five divisions of a responsibility centre – Cost centre, Revenue centre, profit centre, contribution centre and investment centre.  Cost centers, like revenue centers, only monitor costs, thereby making them a counterpart to the revenue centre.Revenue centers only measure the output (in fiscal standings) and are therefore marketing establishments which are exempt from profit generation and accountability thereof.
  22. Revenue per available room (REV PAR) – RevPAR, or revenue per available room, is a performance metric in the hotel industry that is calculated by dividing a hotel’s total guestroom revenue by the room count and the number of days in the period being measured.
  23. Room occupancy percentage (ROP) – My example: let’s assume that Company XYZ owns an apartment building that has 300 units. Of those units, 275 are rented out. Using this information and the formula above, we can calculate that Company XYZ’s occupancy rate is: Occupancy Rate = 275/300 = 91.67%
  24. Room rates- the rate charged daily for ahotel room, the room rates change every season.
  25. Room’s division- The Rooms Division consists of two sub-departments, Housekeeping and Front Office. Housekeeping used to be considered “just a cleaning department”, but hotel surveys have shown again and again that cleanliness is at the top of the list of requirements of hotel guests.
  26. Uniformed staff- some internship employees are uniformed staff. They got lower salary than other same level worker.
  27. Yield management-  is a variable pricing strategy, based on understanding, anticipating and influencing consumer behavior in order to maximize revenue or profits from a fixed, perishable resource (such as airline seats or hotel room reservations or advertising inventory).

Arian’s Chapter 3 Summary

Chapter 3 focuses on the roles and responsibilities of the various employees from an entry level to manager roles.It breaks down the departments involved in running a successful hotel. It also dives into how to manage room occupancy and calculating revenues. It talks about the various components of housekeeping as well as offering suggestions as to getting a headstart for pursuing the manager positions while still in college.


Key Terms

  1. Application Service Provide (ASP) – Delivers a complete booking system tied to the hotel’s inventory in real time via the Internet.;;
  2. Average Daily Rate– One of the key operating ratios that indicates the level of a hotel’s performance. The ADR is calculated by dividing the dollar sales by the number of rooms rented. Ex. Sales/ # of rooms rented
  3. Call Accounting Systems (CAS) – A system that tracks guest room phone charges Ex. Computer database chart.
  4. Catastrophe Plans– A plan to maximize guest and property safety in the event of a disaster. Ex. Earthquake, Tsunami, Katy Perry’s “Firework”
  5. Central Reservation Office (CRO) – The central office of a lodging company, where reservations are processed. Ex. Front Desk
  6. Central Reservation System (CRS) – A reservation system that is commonly used in large franchises to connect their reservation systems with one another; enables guests to call one phone number to reserve a room at any of the chain properties.
  7. City Ledger– A client whose company has established credit with a particular hotel. Charges are posted to the city ledger and accounts are sent once or twice monthly. Ex. Is the accounting of a company that has established credit with the hotel.
  8. Concierge – A uniformed employee of a hotel who works at a desk in the lobby or on special concierge floors and answers questions, solves problems,etc. Ex.A private secretary for hotel guests.
  9. Confirmed Reservations – A reservation made by a guest that is confirmed by the hotel for the dates they plan to stay. Ex. Confirmation number after booking room
  10. Cost Centers – Centers that cost money to operate and do not bring in revenue. Ex. Human Resource Department.
  11. Daily Report – A report prepared each day to provide essential performance information for a particular property to its management. Ex. Sales goals for the day
  12. Employee Right to Know – Per U.S. Senate Bill 198, information about chemicals must be made available to all employees. Ex. Harsh chemicals that can harm us.
  13. Executive Committee – A committee of hotel executives from each of the major departments within the hotel. Ex.The GM, Marketing director, HR director, accounting director, etc.
  14. Global Distribution Systems (GDS) – A system that can distribute the product or service globally. Ex. Reserving a Hilton in the US or reserving one in Europe.
  15. Guaranteed Reservations – If rooms are available on guest demand, the hotel guarantees the guest rooms on those days. Ex. Walk-ins book a room if its available.
  16. Night Auditor – The individual who verifies and balances the guest’s accounts. Ex. A cashier counting out their register.
  17. Occupational Safety and Health Administration (OSHA) – Purpose is to ensure safe and healthful working conditions, set mandatory job safety and health standards, conduct compliance inspections, and issue citations for noncompliance. Ex. Child labor laws
  18. Productivity – The amount of product, goods or services produced by employees. Ex.A good nights sleep usually leads to higher productivity.
  19. Property Management Systems (PMS) – A computerized system that integrates all systems used by a lodging property, such as reservations, front desk, housekeeping, food and beverage control, and accounting. Ex. Electronic bookkeeping
  20. Revenue Management – The management of revenue. Ex. Understanding what the money coming in means, adjust for busy/down times.
  21. Revenue Centers – Centers that produce revenue. Example: The accounting department of a hotel or any business is responsible for the cost and profit of an organization.
  22. Revenue Per Available Room (REV PAR) – Total rooms revenue for period divided by total rooms available during period.
  23. Room Occupancy Percentage (ROP) –The number of rooms occupied divided by rooms available; a key operating ratio for hotels.
  24. Room Rates – The various rates charged for a hotel room. Ex. $40 per night
  25. Rooms Division – The department that makes up the rooms division.
  26. Uniformed Staff – Front of house staff. Ex. Door attendant, the bell person, housekeeping and security.
  27. Yield Management – The practice of analyzing past reservation patterns, room rates, cancellations, and no-shows in an attempt to maximize profits and occupancy rates and to set the most competitive room rates. Ex. Educated guessing as to how many rooms will be filled regardless of how many are reserved.


Arian’s eProfile

My name is Arian Florez and I am currently a student at City Tech. I was born in Astoria, Queens and have resided in Queens for the majority of my life. I identify as Colombian as my parents both immigrated to the states where they met and created the little bundle of joy that stands before you today.
Academics have always been important to me as learning must never stop if one expects to continue to grow. Though I graduated from Flushing High School, I spent much of my high school career at the Baccalaureate School for Global Education where I was exposed to a more diverse body of learning and a more personalized high school experience. The French teacher had an especially large impact on my life because he influenced me to continue my studies in the food industry. Fast forward four years, and I found myself making a decision between taking a business oriented career path or deciding to teach. Whether the business path was the better choice for me is yet to be seen. Regardless, I transferred from Hunter College into City Tech and haven’t looked back since.
I hope to graduate with a degree in hospitality management and from there I will assess my options and likely pursue further guidance in terms of entrepreneurship and all things business. While I recognize the importance of academic accolades such as degrees, I realize the importance of learning and growing socially as plenty of useful life lessons aren’t necessarily touched upon in a classroom setting. Ultimately I wish to be as well-rounded as possible so that whether it be for my employer or for myself, that I may be well-equipped to solve any problems that come my way.
In regards to my strengths, I would say it would be my ability to reflect and recognize that there are always areas I can improve in and always a better way to do things. I feel that I am a problem solver as I try not to just see things from my perspective, and put myself in the shoes of others more often than not. I am of the belief that anybody can say they work hard but actions always speak louder than words and that is why I feel that I just need to accumulate the knowledge behind my craft in order to be as efficient as possible.
Personally I want to try foods from all over the world and just be exposed to different cultures and mindsets that exist around the world. I want to know how people think and why they act the way they do. I want to be able to live comfortably while still being in control of my future. Asides from traveling and overindulging in delicious foods, I like to think I have a great sense of humor and try my best my brighten up the days of others with a little humor. The world is filled with money oriented cookie cutter businessmen, but I feel that my humor has helped in getting to know people, help deflate tense situations, as well as interact with people I might otherwise not interact with if not for business purposes. I want to be able to look back and be proud of not only having succeeded academically and financially, but having done so on my terms. Finally, my desire to travel and open my horizons to the entire world is always a nice way to improve my craft so that I may open my restaurants and other businesses with a better grasp of what the people need as a whole, besides my delicious cuisine of course.

Christine NYT assignment #3

Christine Delva

HMGT 1101

October 13th, 2015


Re: Inside the vibrant New Rooms of Paris Hotel Montana,  September 28th, 2015


Paris is a place I have to visit with a passion. I love every aspect of it which made eager even more to visit this beautiful place. La Montana was popular Parisian jazz in the 1950s. The hotel Montana suits are inspired by arts from different person or era. One of the room in the hotel was designed as the Blanc Graffiti is themed around “Jean Cocteau”, that is his ideal designer name Vincent Darre. The suite of Blue acide is the homage to Braque and Picasso that is the hotel façade artiest. The room that took my heart was Gris Pans, Mirror D’argent with a private terrace and street level bars which its serve cocktails starting 6pm. All the bathrooms are uniform, slick black titling but the downfall no windows. Throughout the hotels always have the decoration, so visiting this hotel and get an insight of each room would amaze? It gives you the aspects and actually feeling that you were in era. So it safe to safe to say everyone who visits this hotel has a little rock and roll deep down in their soul.


Chapter 3 ‘Rooms Division Operations’

Chapter 3, ‘Rooms Division Operations’ focuses on the responsibilities, and duties of employees and management in a hotel. This includes the main functions of room division departments, property management, yield management, calculating room rates,percentages, and occupancy for potential revenue, importance of guest services and reservation functions, and the role of workers in every major department in a hotel.

Revenue centers: department in the hotel business that produces revenue

Cost centers: department in the hotel that costs money to operate

Executive committee: group of executives who’s involved in major departments of the house. These executives provide information on behalf of their department in the hotel which reflects the GM’d decision making

Room division: Overview of the departments managed by the head of front office.

Yield Management: The analysis of hotel room occupancy and prices in effort to reach maximum occupancy rates and profits

Room rates: The price and demand of rooms varying season or special event

Property Management Systems: operating system used in hotels to articulate and organize reservations, front desk, housekeeping, food and beverage control, & accounting.

Point-of-sale terminals (POS): System used to take record of customer charges.

City ledger: A special account owned by a company or client who’s established credit with hotel. Any credit is due by a specific period of time, doesn’t have to be paid up front

Night Auditor: Employer whom verifies and balances guest accounts receivable.

Daily report: Report which contains room occupancy percentage

Room occupancy percentage(ROP): # of rooms occupied divided by rooms available

Average daily rate (ADR)total of Room revenue divided by rooms sold

Revenue Management: the management who’s in charged of maximizing room revenue

Revenue per available room: total of room revenue by the number of rooms available in a period of time

Call accounting system (CAS): tracks guest room phone charges

Global distribution systems (GDS): electronic markers for travel, hotel, car rental, and attesting bookings.

Central reservation system (CRS): System used within large franchises to connect reservation systems between one chain to another.

Central reservation office: where guest reservations are processed

Confirmed Reservation: Reservations done within a period of time for a confirmation slip without paying.

Guaranteed Reservation: person making and paying for reservation all at once.

Uniformed staff: example; the concierge, bell persons, door attendants.

Concierge: uniformed staff with their own section of hotel. In charge of assisting guests with services

Productivity: measurement of a person hours per occupied room

Occupational Safety and Health Administration(OSHA): administration whom ensures safe and healthful working conditions for employees.

Employees Right to know: Senate bill 198, information which developed awareness of storage, handling, and use of dangerous chemicals

Catastrophe plans: Plan developed to ensure staff and guest safety and to minimize cost of any disaster. To

Noemi Mendez Chapter #3 “Rooms Division Operations”

This chapter focus on the functions of a hotel and the major departments that make sure that a customer received the best services and accommodation that a customer should receive during a stay in any hotel business. Some of the major department that are part of a hotel business are the rooms divisions director, the food and beverage director, the marketing and sales director, the human resources director, and the chief engineer accounting or controller, and the chief engineer or facility manager.

Key Words and Concepts:

  1. Application Service Provide (ASP) – Example: Is a system in which you can book a hotel room online with a computer.
  2. Average Daily Rate– Example: Is a formula that hotel implements to calculate the division of room revenues by the total number of room sold in a hotel business. Ex: computer database chart.
  3.  Call Accounting Systems (CAS) – Example: Is a system that help monitor and track the customer’s phones charges. Ex. Computer database chart.
  4.  Catastrophe Plans– Example: is a plan that the security staff developed to ensure the safety of guess and staff from any type of natural disaster. Ex: Hurricane, and earthquakes.
  5.  Central Reservation Office (CRO) – Example: is the office where reservation are made by guesses.
  6.  Central Reservation System (CRS) – Example: Is an online reservation system that help the guest to reserve a room at any chain hotel company.
  7.  City Ledger– Example: Is the accounting of a company that has established credit with the hotel.
  8.  Concierge – Example: is a secretary that help the guesses in a hotel with the services that are available during their visits.
  9.  Confirmed Reservations – Example: Is a reservation in a hotel that is made by a guess with sufficient time and provide a clearly view of the room view and capacity and provide a confirmation number at the end of his or her transaction.
  10.  Cost Centers – Example: The Human Resource department is an example of cost centers because they are responsible for managing the cost of a business for an incorporation, but are not responsible for the revenues or investment decisions.
  11.  Daily Report – Example: Is a report that be need to be performed by the accounting at the end of every night shift.
  12.  Employee Right to Know – Example: Is the awareness of dangerous chemical used in a business.
  13.  Executive Committee – Example: The Executive management is responsible for all the major decision in a hotel business that could affect the business budget in decision making.
  14.  Global Distribution Systems (GDS) – Example: is a software that help hotels to obtain reservations through online reservations.
  15.  Guaranteed Reservations – Example: Is a type of transaction with the deposit of a credit card that guarantee the reservation of a hotel room, when a guess expected to arrive late or unable to show up.
  16.  Night Auditor – Example: Is an accounting or clerk that verify and accurate the customers balanced at the end of the shift.
  17.  Occupational Safety and Health Administration (OSHA) – Example: Is a law that require all employee to be safe and work in a healthy condition.
  18.  Productivity – Example: Is the amount of product, good and services produce by an employee.
  19.  Property Management Systems (PMS) – Example:
  20.  Revenue Management – Example: Is an accouter that is responsible to analyzed and maximize the revenues business when it can be profitable and when the economic is weak by selling discount hotels room.
  21. Revenue Centers – Example: The accounting department of a hotel or any business is responsible for the cost and profit of an organization.
  22. Revenue Per Available Room (REV PAR) – Example: Is the total revenues that a hotel could get by the divisions of the total room that are available and not reserved in that night.
  23. Room Occupancy Percentage (ROP) – Example – Is the total number of room occupy by guesses divided by the total room that are available in the hotel business.
  24. Room Rates – Example: Is the various rates charge for a hotel room.
  25. Rooms Division – Example: Is the operation of a hotel business that involved the security of a guest from the beginning of a hotel reservation and end with the guest satisfaction during their hotel journal reservation.
  26. Uniformed Staff – Example: Are the hotel staff that work in the front desk with the uniform and greet guesses on a hotel. These includes door attendant, the bell person, housekeeping and security.
  27. Yield Management – Example: Is the analytical study of a business that help an owner to analyze past reservation in attempt to maximize the profit of a business.