Ch 4 Lodging Operations Flashcards
What is the main function of a hotel?
To operate the facility profitably to gain an acceptable return on investment for the owners
What is the front of the house?
The areas and staff that interact directly with customers. They focus on customer service and satisfaction.
What is back of the house?
The area of the hotel or restaurant and the staff that guests or customers do not interact with daily. These staff typically work away from the public and ensure that fundamental operations run smoothly.
What is the role of the general manager?
Ultimate responsibility for everything and is supported by the executive committee (or senior management team)
What is the executive committee\senior management team?
It is the directors or managers of all major areas who meet weekly to discuss operations and make strategic plans to run the business.
What is horizontal management structure?
The individual department managers or directors answer directly to the general manager and the general manager attends all department meetings.
What is vertical management structure?
When the facility is siloed into divisions based on services and each one of those areas has a manager that answers to the general manager. For admin would include accounting, HR, marketing, etc.
What departments are typically in a rooms division (vertical management)?
Front office, reservations, housekeeping, concierge, guest services, security, communication
Basically anything related to the guest room or overnight stay
What is the hub or nerve center of the hotel?
The front office which normally provides the first impression and all information to guests
What are the responsibilities of the front office?
Sell and upsell rooms, maintain balanced guest accounts, offer additional customer services (luggage, mail, wake up, hotel info)
What is room occupancy percentage (ROP)?
Number of rooms occupied divided by total rooms available = 100 room hotel, 10 out of order, 80 in use = 80/90 ROP = 88.9%
What is average daily rate (ADR)?
Total room revenue divided by the total number of rooms sold = rev for the day $15000, rooms sold that day 100 = $150
What is occupancy?
Number of rooms occupied
Can be # or %
What is room rate?
Average revenue per room (all rooms that exist)
ex. 100 rooms, 10 broke, $5000 rev = $50.
(5000/100)
What is REVPar?
Room Revenue per AVAILABLE room.
ex. 100 rooms, 10 broke, $5000 rev = $55.55
(100-10=90, 5000/90)
What is the about a concierge?
Handles unique guest requests
Usually at luxury hotels - elevated service
Must have in depth knowledge of all things in area
What is Les Clefs d’Or?
Les Clefs d’Or USA is the only national association of professional hotel concierges, with desks in the lobbies of mostly 4- and 5-star hotels nationwide
What is the “heart” of the hotel?
Heart is housekeeping
Largest Dept
Key to success is cleanliness
What is the “heart” of food and beverage?
Stewarding - responsible for
BOH clean;
service ware inv
keep kitchen & equip sanitized
What is Catering/Banquest Event Order (CEO/BEO)?
Order/document that contains all essential details of the catering event.
What is a property management system?
Used to accept, store, and retrieve guest information - reserve, history, request, billing, room mgt
What is the rack rate?
Published rate - highest rate hotel would like to get for the room.
How do you create sustainable lodging using the 3 P (people planet profits) approach?
Reducing energy needs
Conserving water
Reducing waste
Reducing hazardous waste
Florida Green Lodging Program
diverse.tech.green.security.ada.themes
What are Trends in lodging operations?
Diversity of the workforce and guests
Increased use of technology
Greening of hotels and guest rooms
Security enhancements
ADA compliance
Restaurants adopting themes
