ROOMSDIV- Long Quiz #1 Flashcards
- composed of departments and functions,
- plays essential roles in providing the service guests expect during a hotel stay.
rooms division
a room specifically divided in a hotel, it may include housekeeping, concierge, porter and sometimes front and back office as well.
hotel room division
TRUE/FALSE: The structure of the hotel will vary from hotel to hotel. The variation can be caused by differences in the size of hotel, types, and level of service and the organization of the management.
TRUE
The departments are under the control of the _____.
rooms division manager/ manager of rooms
- responsible for the efficient and effective leadership and operation of all the rooms division
- knowledge includes a complete understanding of hotel operations, specifically those operations involving the front office, housekeeping and basic accounting procedures.
rooms division manager
RD Manager’s knowledge includes a complete understanding of hotel operations, specifically:
- front office
- housekeeping
- basic accounting procedures
four (4) duties of RDM:
- supervision of employees
- coordinate with other departments
- maintain responsibility for staffing
- supervise payroll
rooms division- departments:
- FO
- reservations
- housekeeping
- concierge
- guest services (bell s &ervice valet)
- considered the hub or nerve center of the hotel
- the department that makes a first impression on the guest and one that the guest relies on throughout his or her stay for information and service
front office
four (4) primary activities of front office operations:
- check-in
- information
- check-out
responsible for enhancing guest services by constantly developing services to meet guests needs.
front office manager
responsibilities of FOM:
- review arrival and departures
- review VIP list
- review scheduling weekly
basic functions of the clerk includes handling the rooming and cashiering duties
front desk clerk
____must be able to work under pressure.
front desk clerk
___ waits until the hotel quiets down at about 1:00 AM and begins the task of balancing the guest’s accounts receivables.
night auditor
duties of night auditor:
- post any charges from evening shift
- pass discrepancies
- reconcile POS
refers to an arrangement by which lodging operators hold accommodations for guests who will be arriving at some later time.
reservation
The reservations department is headed by the ____ who is the same level as the FOM and reports directly to the RDM/ Director of Sales
reservations manager
the first contact for the guest or person taking the reservation for the guest.
reservation
The reservation department generally works from ___
8AM to 6PM
reservations originate from a variety of sources:
- telephone
- corporate
- travel agents
- internet
- meeting planners
- tour operators
reservation made with sufficient time for a confirmation slip to be returned to the client by mail or fax.
confirmed reservation
two (2) types of reservations:
- confirmed reservation
- guaranteed reservation
refers to a reservation where the clients pays for the first night prior to his or her arrival. This may be in the form of a credit card number or receipt of the first day’s payment.
guaranteed reservation
type of reservation not paid in advance and the room is held until a specified time (usually 6:00 P.M.) on the date of arrival.
regular reservation (non-guaranteed)
- the process of allocating the right type of capacity to the right kind of customer at the right price.
- taken from airline industry
yield management
yield management consists of two (2) separate but related parts:
- room inventory management (desk staff)
- pricing (hotel management)
under yield management, although each hotel chain has a different variation of it, the goal is the same for all- _______.
to obtain maximum occupancy at maximum rates
it is a vital part of the smooth running of the hotel.
telephone exchange section
The telephone exchange section is a vital part of the smooth running of the hotel. Guests often have their first contact with the hotel by _____.
telephone
TRUE/ FALSE: the telephone exchange section is a profit center because hotels generally add a 60% charge to all
long-distance calls placed from guest rooms.
FALSE (60%- 50%)
this department is headed by a guest services manager who may also happen to be the bell captain. The people in these positions usually receive gratuities or tips from guests for their services.
guest service department/ uniformed staff
the guest service department is headed by a guest services/ uniformed services manager who may also happen to be the _____.
bell captain
- they are the hotel’s unofficial greeters
- they have so much guest contact, they need a pleasant, outgoing personality.
door attendants/ doorman
______ is a uniformed employee of the hotel who has their own separate desk in the lobby or on special concierge floors. The concierge is a separate department from the front office, room clerks, and cashiers.
concierge
bellman responsibilities:
- escort guests to the elevator and deliver luggage
- explain room features
- assists concierge staff
their basic function is ensuring a high degree of guest satisfaction and return, in an atmosphere of hospitality. Does so in a dignified, positive, friendly manner and complete each guest request to the highest standard.
concierge department
- responsible for the cleanliness, appearance, and condition of the entire hotel
- this includes the public areas
- the largest department in terms of member of people employed.
housekeeping
- responsible for maintaining a smooth and efficient flow of operations of the housekeeping department
- see to it that housekeeping maintenance is carried out in accordance with prescribed standards and policies
executive housekeeper
their basic functions include:
- direct and control rooms keeping activities
- ensure conformity to rooms, keeping standards and policies
supervisors/ checkers
basic function is to attend to the maintenance and upkeep of all guestrooms and service areas assigned to them
room attendant
Responsible for washing and drying of guest laundry and hotel linens such as bed sheets, pillowcases, towels, table cloths and napkins
laundry personnel
___ is responsible for maintaining security alarm system and implementing procedures aimed at protecting the personal property of guests and employees and the hotel itself.
security division
