18. Service Guest Cycle at a Hotel. Arrival, registration, accommodation, departure

The major functions conducted by the Rooms Division Department are:

a) Reservation, registration, room & rate assignment

b) Fulfills guest services and updates room status

c) Maintains & settles guest accounts

d) Creates guest history records

e) Develops & maintains a comprehensive database of guest information

f) Coordinates Guest Services

The sole priority of the Rooms Division Department shall be ensuring Guest Satisfaction,

which happens when, guest expectations match what the hotel provides.

In order to achieve Guest Satisfaction, front office department shall prepare:

a) Careful designed front office organization chart

b) Comprehensive goals, strategies and tactics

c) Planned work shifts

d) Well designed job descriptions

e) Well designed job specifications

1. Organization Chart:

The Front Office organization chart shall be designed according to Functions. Doing so not

only enhances the control the Front Office has over its Operations, but also provides guests with

more specialized attention. Such a division according to functions, however, is not practical in

middle and small size hotels due to the fact that these very hotels don't posses enough and

sufficient monetary resources to ensure the existence of at least 3 jobholders (i.e. one for each

shift) for each job position. Therefore, in middle size hotels, a front office clerk might be

responsible for more than one work position. This is ensured via cross training. On the other

hand, in small size hotels, one or two front office clerk(s) might be responsible for all front office

activities.

A) Typical functions and positions under the Rooms Division Department:

_ Front Desk Agent: Registers guests, and maintains room availability information

_ Cashier: Closes guest folios, and properly checks out guests

_ Accounts Receivable Clerk: Posts charges in correct guest folios and updates folios'

outstanding balances

_ Night Auditor: Controls the job of the Accounts Receivable Clerk, and prepares daily reports

to management (ex: Occupancy Report and Revenue Report)

_ Mail & Information Clerk: Takes Messages, provides Directions to Guests, and maintains

Mail

_Telephone Operator: Manages the Switchboard and coordinates Wake-up Calls

_ Reservation Agent: Responds to Reservation Requests and creates Reservation Records

19. Key indicators and calculations in hotels.

Average Daily Rate (commonly referred to as ADR) is a statistical unit that are often used in the

lodging industry. The number represents the average rental income per paid occupied room in a

given time period. ADR along with the property's occupancy are the foundations for the

property's financial performance. The ADR can be calculated by dividing the room revenue by

the number of rooms sold.

ADR is one of the commonly used financial indicators in hotel industry to measure how well a

hotel performs compared to its competitors and itself (year over year). It is common in the hotel

industry for the ADR to gradually increase year over year bringing in more revenue. However,

ADR itself is not enough to measure the performance of the hotel. One should combine ADR,

occupancy and RevPAR (revenue per available room) to make a sound judgment on hotel

performance. Recently, some hotels have adopted a new concept called BAR [best available rate]

in addition to ADR.

Average Daily Rate formula is rooms revenue earned divided by number of rooms that earned

revenue. House use and complimentary rooms are excluded from the denominators.

20. Indicators of hotels. Basic systems hotel rates

Indicators of hotels

Average Daily Rate (commonly referred to as ADR) is a statistical unit that are often used in the

lodging industry. The number represents the average rental income per paid occupied room in a

given time period. ADR along with the property's occupancy are the foundations for the

property's financial performance. The ADR can be calculated by dividing the room revenue by

the number of rooms sold.

ADR is one of the commonly used financial indicators in hotel industry to measure how well a

hotel performs compared to its competitors and itself (year over year). It is common in the hotel

industry for the ADR to gradually increase year over year bringing in more revenue. However,

ADR itself is not enough to measure the performance of the hotel. One should combine ADR,

occupancy and RevPAR (revenue per available room) to make a sound judgment on hotel

performance. Recently, some hotels have adopted a new concept called BAR [best available rate]

in addition to ADR.

Average Daily Rate formula is rooms revenue earned divided by number of rooms that earned

revenue. House use and complimentary rooms are excluded from the denominators.

Basic rate system

Key Points: -

Basic rate systems are straightforward but may not provide incentives to individual workers

Under basic rate systems a worker is paid in relation to a given period of time - an hourly rate, weekly wage or annual salary. Generally this rate is the established rate for all workers in one category, but there are often incremental scales which allow for progression, perhaps as additional experience and skills are obtained.

Basic rate pay systems have the advantages that:

they are relatively simple and cheap to administer and allow labour costs to be forecast with accuracy

they lead to stability in pay and are easily understood by the workforce, who will be able to more readily predict and check their pay

there may be fewer disputes and individual grievances than under systems linking pay to performance or results.

However:

basic rate systems do not by definition provide direct incentives to improve productivity or performance. Nevertheless employers may prefer to operate simple basic rate systems and improve the design of jobs, so that the job provides the necessary interest, motivation and satisfaction

basic systems may be criticised by individual workers, who wish to see their own abilities specifically rewarded

basic rate systems can also lead to a rigid, hierarchical system of spot-rates or pay ranges.

Basic rate pay systems are likely to be particularly appropriate in circumstances where:

all workers do identical or similar work

the volume or quality of work is difficult to measure, or where the workflow is uneven

where the volume and/or pace of work is outside the workers' control

where high output is not as important as other considerations (eg quality, stable production levels).