LICEO DE CAGAYAN UNIVERSITY

School of Business Management and Accountancy

Hospitality and Tourism Management Department

HM311: ROOMS DIVISION MANAGEMENT

Overview of the Hospitality Industry

Introduction to Hotel Rooms Division
Rooms Division : The Front office Section
Rooms Division: The Reservation Section
Overview of the Hospitality Industry
The Hospitality industry is one of the contributors when it comes to economic
stability of a particular country.A lot of people of varying skills are hired in this
industry,thus,producing a large number of employed individuals that provides a
great and rewarding experience in the hospitality world. It is undeniable that
hotels,motels, condotels,apartels and the likes are really scattered all over the
world,thus making the competition more rigid,thereby allowing for innovations and
excellent services to be offered. Because being a Hotel and Restaurant
Management professional needs one to be adapt in his field,it is very important
that we understand and appreciate what kind of industry we are in.
Overview of the Hospitality Industry
And what are the demands of the people involved in this industry. NO ONE
COULD BE ABLE TO SERVE GUESTS WITHOUT KNOWING WHAT KIND OF
INDUSTRY IS THIS BECAUSE IT IS SIGNIFICANT THAT ONE KNOWS ITS
BACKGROUND. Hospitality industry is a MATURE INDUSTRY.

Industry wide,most of its growth occurs in the international,rather than the

domestic arena.
Overview of the Hospitality Industry
Overview of the Hospitality Industry
Known Lodging Facilities in the Philippines:
1. Manila Hotel
2. Hyatt Hotel and Casino
3. Crown Regency Hotels
4. Marriot Hotel
5. Shangri La Hotels
6. Marco Polo Hotel
7. Diamond Hotel
8. Dusit Thani Hotel
9. Bayview Park and Hotel
ROOMS DIVISION DEPARTMENT

The Rooms Division consists of three

major areas, front office, uniformed
services, and housekeeping
ROOMS DIVISION DEPARTMENT

FRONT OFFICE DEPARTMENT

- It is the back bone as well as the "Nerve Center"
of a hotel from where all the information and
messages are communicated to the different
department or personnel.
ROOMS DIVISION DEPARTMENT

FRONT OFFICE DEPARTMENT

-The front office department develops and maintains up to date record on

guest information, guest service and ensure guest's satisfaction. The front
office is also responsible for welcoming the guests, greeting the guest and
handling the guest complaints.
- Front office is composed of 2 main areas:
1. Front Desk – manages the in and out flow of guest on a daily basis.
2. Uniform services – also known as the “guest services”.
DESIRED SKILLS FRO A FRONT OFFICE STAFF

1. PROCEDURAL SKILL
2. SOCIAL SKILL
3. ANALYTICAL SKILL
4. COMMUNICATION SKILL
5. PROFESSIONAL SKILL
DESIRED SKILLS FROM A FRONT OFFICE STAFF

1. Ability to build goodwill

2. Sense of anticipation
3. Competence/Efficiency/Effectiveness
4. Genuine Concerned for guests.
5. Emotional Stability.
6. Sense of Moral Value
7. Ability to develop variety of interests.
8. Tactfulness
9. Reliability.
10. Sense of Responsibility
11. Independent mind
12. Supportive
13. Firm
DESIRED SKILLS FROM A FRONT OFFICE STAFF
DESIRED SKILLS FROM A FRONT OFFICE STAFF
DESIRED SKILLS FROM A FRONT OFFICE STAFF
DESIRED SKILLS FROM A FRONT OFFICE STAFF
DESIRED SKILLS FROM A FRONT OFFICE STAFF
DESIRED SKILLS FROM A FRONT OFFICE STAFF
DESIRED SKILLS FROM A FRONT OFFICE STAFF
DESIRED SKILLS FROM A FRONT OFFICE STAFF
DESIRED SKILLS FROM A FRONT OFFICE STAFF
DESIRED SKILLS FROM A FRONT OFFICE STAFF
DESIRED SKILLS FROM A FRONT OFFICE STAFF
DESIRED SKILLS FROM A FRONT OFFICE STAFF
DESIRED SKILLS FROM A FRONT OFFICE STAFF
FRONT OFFICE PERSONNEL
Front Office Manager

- is the in charge of the Front Office

Department who allocates the available
resources (men, machine, materials &
money) of the department to achieve the
organizational goals. The basic function of
FOM is to supervise all the Front Office
personnel &to ensure the proper and
smooth operation of the department. FOM
reports to the General Manager of the
hotel.
FRONT OFFICE PERSONNEL
Reservation
-he/she processes the reservation requests that reach the hotel by any
mode. He should possess great salesmanship skills by suggesting higher
room categories, &also selling other hotel services like spas, restaurants
etc. to the guest. As we know the reservation section generates the
maximum revenue for the hotel, so reservation assistant should
understand, anticipate, & influence consumer behavior in order to
maximize the profits.
FRONT OFFICE PERSONNEL
Receptionist
- is the first person to come in
contact with the guest at the
time of their arrival. The basic
function of a receptionist is to
receive guests and answer their
queries.
FRONT OFFICE PERSONNEL
Cashier
- during the stay in a hotel, guests
may perform various credit & debit
transactions with the hotel. At the
time of departure, guest settle his/her
bill at cashier. It is essential for the
front office cashier is to keep the guest
folio updated by posting all credit &
debit transactions.
FRONT OFFICE PERSONNEL
Telephone Operator
- Telephone operator hardly comes in direct
contact with the guest, but they play
important role in creating the image of the
hotel in the minds of the guests. The basic
skills of the good telephone operator include
clarity & courteous in their voice,
attentiveness &object listening.
FRONT OFFICE PERSONNEL
PBX - A PBX (private branch exchange)
is a telephone system within an
enterprise that switches calls between
enterprise users on local lines while
allowing all users to share a certain
number of external phone lines. The
main purpose of a PBX is to save the
cost of requiring a line for each user to
the telephone company's central office
FRONT OFFICE PERSONNEL
-work graveyard shift, 11:00pm -
7:00am, Preparing the night audit
report, Check-in and check-out
guest who arrive or depart after
11.00p.m, processing the
reservations, performing the
duties of manager on duty
FRONT OFFICE PERSONNEL
UNIFORMED SERVICES

Concierge

- Making reservations for dining in famous

restaurant, Arranging tours, limousine,
and entertainment ticket, Maintaining good
relationship with hospitality industry,
Personal helper to VIP, Obtaining tickets
for theatres, musicals etc., Provide latest
information of events
FRONT OFFICE PERSONNEL
Bell Staff
- transport the guest luggage at
the time of check-in &
check-out. They also escort
guest to their rooms and
familiarize them with the
in-room facilities and services.
FRONT OFFICE PERSONNEL

Door Person
- Open the doors of guests’ vehicles on
their arrival in the hotel, Help bell boys in
lifting luggage, Open the hotels’ entrance
door for guests, Coordinate with parking
attendants for parking guests’ vehicles in
the hotels’ parking area.
FRONT OFFICE PERSONNEL

Valet Parking Attendant

- is generally available at hotels offering

world-class, Luxury or 5 Star service, Provides
valet parking services to safely and efficiently
move guest automobiles to a designated parking
location while following Company policies and
procedures. This function may include
assisting with loading and unloading of guest
luggage’s.
GUEST CYCLE
1. PRE- ARRIVAL STAGE- the guest chooses a hotel to patronize. This choice
can be affected by the variety factors-previous experiences with the
hotel,advertisements,recommendations,locations and staff’s attitude and
bahavior. The attitude ,efficiency and facilities,room rates and amenities may
also influence the choice of the guests.
2. ARRIVAL STAGE- the guest cycle includes registration and rooming
functions. When the guest arrives at the hotel they establish a business
relationship with the hotel through the front office staff.It is the staff’s task to
clarify the nature of the guest/hotel relationship an dthe guest expectations of
the hotel and the guest.
GUEST CYCLE
3. OCCUPANCY STAGE- front office represents the hotel to the guests. At the
center of the front office activity, the front office representative is responsible for
coordinating guest services. Front office guests services may include: providing
the guests with information n,equipment, supplies and services. A major front
office objective is to “ satisfy the guests needs in a way that will encourage them a
return visit.” Another primary objective during the occupancy stage is the provision
of security. The occupancy stage of the guests cycle also produces a variety of
transactions that will be processed according to front office accounts,osting and
auditing procedures.
GUEST CYCLE
4. DEPARTURE- both the guest services and guest accounting aspects of the
guest cycle are completed during this phase. The penultimate element of the
guest service is checking the guest out of the hotel and creating a guest history
record. The final element of guest recording is settlement of account.

Once the guest has checked-out,the room’s status is updated and the
housekeeping department is advised.
GUEST RELATIONS
In the client’s mind,the character and competence of entire hotel are reflected in
the personality of the front office. It is the Staff responsibility to create a sense of
belonging. Guest must be made to feel as if they part of the family.Under guest
relations, the following items should be noted.
1. Guests need courtesy,prompt service and royal treatment.
2. Never argue or match wits with the guests.
3. Complaints from guests should be accepted with much grace.
4. Avoid over Familiarity towards the guests.
5. Being busy is not an excuse for one not to extend prompt service to guests
GUEST RELATIONS
6. Observe code of secrecy.

7. Be relaxed by the way you speak and never shout during conversation

8. Maintain Consistency in dealing with the hotel guests.

HANDLING GUEST COMPLAINTS

No matter how well the employees of the hotel perform their jobs,the front
office staff will inevitably have to deal with clients who have complaints.
Unfortunately,people who are displeased with the product and service are
more vocal than those who are satisfied. Guests communicate their
complaints not only to the desk staff but also to their co-workers,business
associates,and the other guests. The inability to handle complaints
effectively can be a public relations disaster for a hotel.
HANDLING GUEST COMPLAINTS
A positive attitude makes it easier to deal with guests who have complaints.
Problems should be viewed as opportunities,rather than causes for panic.By
resolving the problem,the staff can earn the guest’s short term respect and long
term business.
Guest problems fall into five basic categories.:
1. Space
2. Time
3. Knowledge
4. Value
5. Ownership
HANDLING GUEST COMPLAINTS

1. A Guest who denied check-in because the hotel is overbooked has

SPACE PROBLEM.
2. A Guest who arrives late without having guaranteed reservation for his
late arrival has a TIME PROBLEM.
3. A Guest who is not informed that there is a charge for local telephone
calls has KNOWLEDGE PROBLEM.
4. A VALUE PROBLEM arises when a client is unhappy with the room
location, bedding or furnishing.
5. A Guest whose credit card is overdrawn has an OWNERSHIP
PROBLEM.
Guidelines for dealing with guests who have Complaints.
1. NEVER BE DEFENSIVE. The initial reaction to a guest complaint is to feel
insulted or injured. Remember that you are probably not the person
responsible for creating the problem. There is no reason to take the complaint
personally.
2. DEFINE THE PROBLEM- Before you act,you must be in the full possession
of all the facts. Ask the guest to describe the problem with as much detail as
is necessary.
3. VALIDATE THE GUEST’S FEELINGS- Right of wrong, guests with complaints
believe their problems are real. Respond with statement that reinforces rather
than intimidates.
Guidelines for dealing with guests who have Complaints.
4. RESTATE YOUR UNDERSTANDING- Listen carefully to the guests’s
description of the problem,and then paraphrase it to indicate that you understand.

5. PROMISE TO TAKE ACTION.

6. MAKE FOLLOW-UP.
PREVENTING COMPLAINTS
Complaints can often be avoided by properly performing guests as to the
house,policies,procedures,terms and conditions. In severe instances, hotels may
offer to make restitution ,by offering better room,refunding part of the guest’s
money or providing complimentary accommodations or some other services.
FRONT OFFICE EQUIPMENTS
1. RESERVATION BOX
2. CREDIT CARD VALIDATER
3. CASH REGISTER
4. KEY DRAWER
5. CHANGE DRAWER
6. FOLIO BUCKET
7. ROOM RACK
8. POSTING MACHINE
9. SWITCHBOARD
10. INFORMATION RACK
11. FIRE SAFETY DISPLAY PANEL
12. MAIL RACK
13. TIME CLOCK