Organizing hotel departments on the basis of revenue

On the basis of Revenue there are main three types of departments in a hotel.

a)     Operating and Revenue producing department.

b)     Operating and Non – Revenue producing department.

c)     Non- operating and Revenue producing department.

a) OPERATING AND REVENUE PRODUCING DEPARTMENT –

Ø   Major revenue producing department – There are 2 departments which produce major revenue or more revenue than other departments. – F & B department & Rooms.

Ø    Minor revenue producing department – These departments produce  

   revenue in minor  amount.

·         Business centre

·         Telephone

·         Health club

·         Laundry

b) OPERATING AND NON – REVENUE PRODUCING DEPARTMENTS-

Under this there are those departments which are non- operated by hotel but produce revenue on the basis of rental contract. There are some examples.

·         Sales and marketing

·         H R D

·         Accounts

·         Store and receiving

·         Security

·         Maintenance

c) NON – OPERATING AND REVENUE PRODUCING DEPARTMENTS –

Under it there are those departments which are non- operated by hotel but produce revenue on the basis of rental contract. There are some examples –

·         Shopping arcade

·         Other rental income

·         Travel desk

·         Beauty parlour

HOTEL ENTRANCE, LOBBY AND FRONT OFFICE EQUIPMENT

HOTEL ENTRANCE

Many times in addition to the building ambience, the main entrance and approach play a very important role in the selection of hotel for a guest. When a guest enters a hotel it is the entrance and thereafter lobby, which is subjected to scrutiny.

1.        The main entrance must be identifiable and directly lead to lobby and reception area of the hotel.

2.       The main entrance area should be able to accommodate the guest of the hotel who may come by various modes of conveyance.

3.        As a general rule the driveway in front of the lobby entrance should be at least 18 feet wide as to allow at least two cars to pass easily.

4.       A minimum of 16 feet high clearance from road should be allowed for coaches loaded with luggage on top.

5.       Entrance into lobby area is generally raised with number of steps.

6.       Separate luggage entrance in the form of a ramp starting from driveway to the main entrance, the recommended inclination with road of the ramp for luggage trolley and wheel chair is 1:10 as most convenient.

7.       Presence of door man and valet for parking of cars helps to manage the hotel entrance.

LOBBY

The atmosphere, décor and the staff are suggestive of what the guest is going to get in his visit to hotel. Lobby should be spacious but not wasteful

1.       The natural flow of guest should towards reception, information counter on his arrival in the hotel.

2.       Sufficient space should be in the lobby for shot time keeping of luggage in lobby before either sending to room or to the car.

3.       Lobby includes waiting area to check in, information and cashiers counter, concierge, bell desk travel counter, shopping arcade and elevators.

4.        The various F&B beverages outlets may also be reached through lobby.

5.       Location of cloakrooms and wash room for public are also in the lobby.

6.       The reception desk is also in lobby should be so located that ii is in clear view of the guest.

7.       Another important entrance from car parking area which is usually in basement opens up in to lobby.

8.       Lobby of big hotels should also accommodate G.R office. Lobby manager’s office back counter public and house telephones.

 RECEPTION COUNTER

SIZE : Basically  size depends upon the size and system used by the hotel. for a large hotel using automatic system the size may be small while for a small hotel using manual system the size may be comparatively big.

SHAPE: another important factor is the at the counter should be desigend matching wthe shape of the lobby such as          L shape, curve shape,semi circular shape etc

DIMENSIONS: Height between 38" to 42" 

                            Width is 30"

  Length depending on various factors such as size of lobby,type of  hotel, business profile of the hotel and the systems used etc.

Equipment used in front office

(A) Manual equipments

·         Whitney Rack: This system of room reservation, developed by the American Whitney Duplicating Check Company, is suitable for small and medium properties–with up to 150 rooms. It is based on the use of standard size slips, known as Whitney slips or Shannon slips, which can be held on a metallic carrier on Whitney racks.

The racks and carriers can be used over and over again. The running expense is only of the slips.

The Whitney racks are placed vertically, saving storage space

·         Information rack: It is important device position in the front desk and is used by the front desk agents to track the various in house guest of the hotel. The information contain is arranged alphabetically and consists of the following.

a. Name of the guest.

b. Number of the room.

c. type of the room occupied.

d. Rate of guest room.

e. Date of arrival and departure.

 f. Billing instructions.

·         Mail and message rack: It is wooden frame work containing an array of pigeon holes (wooden rack in square shape to leave message) in each pigeon hole is used to store various mail and message received for inhouse guests.

·         Key racks: Key racks are front office equipment located underneath the counter of the front desk. It is a wooden or metallic frame work containing slots for keeping the keys of the guest in sequential order of the guests present in their rooms.

·         Folio bucket:  It is an equipment which contains large number of slots where one can keep folios arranged sequentially according to the room number. This folio well is used to store and track the folio of the various registered guest.

( B)Semi Automated equipments:

·         Accounting posting machine:-

 It is very essential equipment used for posting the various charges on the accounts of the guest. The posting machine is generally used to calculate the total of the guest accounts and transactions.

·         Cash register:  It is generally used by the front desk to record the various sundry sales at the front desk such as stamps, newspaper, candy etc.

·          

·         Wake up devices:  These devices are used by telephone department to remind the staff of awakening of the guest at requested time. The most common wake up devices is known as James remindo (a kind of alarm clock with pull pin system).

·         Credit card imprinter:  This equipment is used when especially guest presents credit card, at the time of their arrivals or departure to settle their bill. It is used to make an imprint of the credit card used by the guest as a mode of payment.

·         Type writer:  Are used for preparing various documents related to the front office operations and also related to the guest.

( C)Automated Equipments

·         Credit card validater: It is also known as EDC or electronic data capturing machine. It is used by the cashier to check the validity of the credit card presented by the guest. This equipment is linked to the credit card data bank which holds information concerning the validity of the credit card. This ensures that the guest has the credit balance high enough to cover the projected charges and also verifies the ownerships of the guest from the card.

·         Fax machine:  Fax (Facsimile automatic Xerox machine) this machine is used through telephone lines and are used to receive and sent official documents. The operator dials the destination fax machine number and then sends the fax message inserting the message page into the machine.

·         Call accounting system:  It is fully computerized telephone system which allows the proper billing of the outgoing calls of the guest. It is also known as APBX (Automatic private branch exchange).

·         Computer:  Are used widely in front office department for the purpose of reservation, registration, accounting and auditing. Computer can also store and retrieve important data of the guest to carry out various services. A hotel management software is required to effectively use computers in hotel operations.

DUTIES AND RESPONSIBILTY OF FRONT OFFICE PERSONNEL

JOB TITLE:- FRONT OFFICE MANAGER

REPORTS TO:- GENERAL MANAGER

QUALIFICATION:- Degree or diploma in hotel management.

Duties and responsibilities

1.      Recommend a monitor a front office budget and plan for the year.

2.      Lead train and motivate a front office team.

3.      Check the arrivals of the day and inform VIP arrivals to management.

4.      Approve expenses of the front office department.

5.      Ensure the safety and hygiene of the front office and its staff.

6.      Maintain discipline and conduct staff appraisals regularly or as per policy.

7.      Co-ordinate with housekeeping an engineering to ensure room availability for sale.

8.      Monitor the reservation system.

9.      Exercise revenue and yield management to maximize room income.

10.  Introduce technology to improve efficiency and information for decision making.

11.  Resolve guest and staff complaint.

12.  Prepare necessary forecast and work closely with reservation, front office and sales to maximize occupancy rates.

13.  Hold regular meetings with staff members in order to keep them properly informed and trained.

14.  Manage online inventories

15.  Ascertain the training needs of the employees of the department and arrange for trainings and cross trainings.

16.  To conduct property checks.

17.  Review all reports generated by all the sections of the department.

18.  Keep abreast with the new trends and ideas in the hospitality industry.

19.  Be responsible for the cleanliness of the office areas.

20.  Attend regular departments heads meetings and contribute ideas with regards to hotel operations in general.

JOB TITLE:-  ASSISTANTMANAGER

REPORTS TO:- FRONT OFFICE MANAGER

QUALIFICATION:- Degree or diploma in hotel management.

Duties and responsibilities

1.      Act in the capacity of the front office manager in his her absence and ensure the smooth functioning of the front office.

2.      Allot daily duties to subordinate staff to meet work exigencies ensuring equity of work.

3.      Conduct daily briefing using it as a vehicle for a two way communication, training and corrective action.

4.      Attend to guest complaints to ensure guest satisfaction through immediate action.

5.      Check the daily arrivals and departures at the hotel tally it with room position.

6.      Organize the training of staff for meeting the standards of service.

7.      Develop room sales through up selling, guest contacts to ensuring good service.

8.      Ensure that the front office is free from work hazards.

9.      Control cost of supplies.

10.  Motivate staff through fair leadership.

JOB TITLE:-  FRONT OFFICE SUPERVISOR

REPORTS TO:- FRONT OFFICE MANAGER

QUALIFICATION:- Degree or diploma in hotel management.

Duties and responsibilities

1.      Ensure that all staff report on time is proper uniform and well groomed as per hotel standard.

2.      Take over from the previous shift and check the log book for follow up actions.

3.      Assign duties ensuring equal distribution of work load during a shift.

4.      Check arrivals and departures and tally the room position.

5.      Check the room key position and report any missing key.

6.      Meet and guest all arrivals and ensure accurate and speedy roaming.

7.      Check all equipment for serviceability

8.      Check statistical data such as Daily room revenue, occupancy, house count, VIP list, room report, Guest folios.

9.      Assist in registering guest during busy periods.

10.  Ensure that staff meet hygiene and discipline standards.

JOB TITLE:-  LOBBY MANAGER

REPORTS TO:- FRONT OFFICE MANAGER

QUALIFICATION:- Degree or diploma in hotel management.

Duties and responsibilities

1.      Take over shift from previous lobby manager and note and special instruction for the shift.

2.      Brief staff of uniformed service.

3.      Make sure the lobby is clean and tidy.

4.      Manage scanty baggage procedure.

5.      Monitor check in of groups and airline crew.

6.      Manages the discipline of the uniformed service.

7.      Attend to any disputes over guest billing.

8.      Training of the staff working in lobby area.

9.      Coordinate all guest requests with all departments of the hotels.

10.  Assist the security in lobby surveillance.

11.  Overall the concierge, bell desk service and valet parking, door man service and transportation.

12.  Acts on behalf of the front office management at night.

13.  Custodian of the master key and the keys to all stores (at night).

JOB TITLE:-   RECEPTIONIST

REPORTS TO:-  FRONT OFFICE SUPERVISOR

QUALIFICATION:-  Degree or diploma in hotel management.

Duties and responsibilities

1.      Check the arrivals of the day and room status including departures for the day.

2.      Check the expected VIPS for the day and issues VIP amenities vouchers for fruits, flowers, beverages etc as per policy.

3.      Prepare records and preregistrations for VIP, handicapped people and old people.

4.      Handle group/crew registration as per laid down procedures.

5.       Register and room all arrivals during the shift.

6.      Constantly update room rack front office database.

7.      Give departure rooms to housekeeping without delays.

8.      Assist in making room occupancy reports.

9.      Up sell rooms to get higher revenues.

10.  Handle guest with scanty baggage diligently.

11.  Update guest history periodically to maintain an accurate database.

JOB TITLE   :-   RESEVATION ASSISTANT

REPORTS TO   : - FRONT OFFICE MANAGER

QUALIFICATION :- Degree or diploma in hotel management.

Duties and responsibilities

1.      Update the reservation register to obtain and maintain a current from inventory position.

2.      Attend briefings at the beginning of the shift.

3.      Type out advance reservation slips and maintains reservation racks and correspondence.

4.      Carry out amendments and cancellations of reservation accurately.

5.       Keep room status board and database update at all times.

6.      Update the reservation register to obtain and maintain current from inventory position.

7.      Check the reservation stationary and requisition supplies room stores where necessary.

8.      Up sell rooms to generate revenue.

9.      Maintain guest history sheets.

JOB TITLE: - FRONT OFFICE CASHIER

REPORTS TO: - FRONT OFFICE SUPERVISOR

QUALIFICATION: - Degree or diploma in hotel management.

Duties and responsibilities

1.      Take over a shift and note and special instructions for the shift.

2.      Issue safety deposit lockers to guest according to procedure.

3.      Disburse petty cash and authorized paid outs.

4.      Pass allowances as directed or wrong charges posted in folios.

5.      Handle credit card payments through proper procedure.

6.      Accept personal checks after ensuring proper authorized.

7.      Prepare the front office cashiers report and other reports.

8.      Ensure that telephone meter readings of guest rooms are accurately taken to raise appropriate charges.

9.      Coordinate closely with the night auditor for the day’s audit.

10.  Receive the cash sales of all revenue outlets at the end of each shift and keep in safe custody.

JOB TITLE: - NIGHT AUDITOR

REPORTS TO: - FRONT OFFICE SUPERVISOR

QUALIFICATION: - Degree or diploma in hotel management.

Duties and responsibilities

1.      Tally all sales summaries of revenue outlets with bills.

2.      Verify and validate front office cashiers vouchers.

3.      Check guest folios with charge vouchers.

4.      Verify front office cashiers reports.

5.      Prepare statement of accounts above permissible limits.

6.      Prepare the daily transcripts.

7.      Audit the night receptionist room report.

8.      Account for the city ledger credit amounts due.

JOB TITLE:-  CONCIERGE

REPORTS TO:- LOBBY MANAGER

QUALIFICATION:- Degree or diploma in hotel management.

Duties and responsibilities

1.      Receive incoming calls and record message for guests.

2.      Handle all guest mail, information, parcels, and couriers etc as per procedures.

3.      Answer queries of house facilities and places of tourist interest.

4.       Keep information aids like time tables, road maps, hotels guide etc.

5.      Help guests confirm airlines, bus or train tickets.

6.      Procure box office tickets for cinemas, concerts, special shows etc for the guest.

7.      Develop contacts with city services to facilitate guest.

JOB TITLE:-  SENOIR BELL CAPTAIN

REPORTS TO:- LOBBY MANAGER

QUALIFICATION:- Degree or diploma in hotel management.

Duties and responsibilities

1.      Prepare staff schedules to meet the exigencies of work.

2.      Set standards of daily briefings and establish effective two way communications.

3.      Attend to guest complaints and take prompt corrective action.

4.      Assist bell captain with guest request within policy.

5.      Oversee the left luggage formalities and the baggage room.

6.      Set control for the sale of postage stamps to guest.

7.      Train the bell captain and bell boys for maximum departmental efficiency.

8.      Assist the security in lobby surveillance.

9.      Maintain first aid kit as prescribed by the house doctor.

10.  Step in for lobby manager in his absence.

JOB TITLE: - BELL BOY

REPORTS TO: - SR BELL CAPTAIN

QUALIFICATION: - Degree or diploma in hotel management.

Duties and responsibilities

1.      Handle guest arrivals like receive baggage from the porch etc.

2.      Handle guest departures like bring down guest baggage from the room.

3.      Handle and store luggage trolleys, wheel chairs etc carefully.

4.      Report guest with scanty baggage to the bell captain.

5.      Account for postage stamps sold to guest during the shift.

6.      Distribute daily newspaper to guest rooms s directed.

7.      Assist in the transfer of guest baggage in the event of change of rooms.

JOB TITLE:-  TELEPHONE OPERATOR

REPORTS TO:- FRONT OFFICE MANAGER

QUALIFICATION:- Degree or diploma in hotel management.

Duties and responsibilities

1.      Maintain the telephone equipment nad ensure its proper usage.

2.      Transferring all incoming calls to their respective destination and sometime transferring outgoing calls as well.

3.      Give wake up calls to guest when requested.

4.      Update and maintain guest information rack so as to remain aware of the guest name and room number.

5.      Maintain caller privacy at all times.

6.      Be responsible for accurate accounting charges of guest in a manual system.

JOB TITLE:-  GUEST RELATION EXECUTIVE.

REPORTS TO: - FRONT OFFICE MANAGER

QUALIFICATION: - Degree or diploma in hotel management.

Duties and responsibilities

1.      Note any special instruction left in the lobby managers log book.

2.      Check the arrivals and departures if the day especially VIP’s.

3.      Welcome guest as per procedures set by management.

4.      Offer assistance for any services required by guest.

5.       Manage all guest complaints and take action appropriately.

6.      Maintain guest history cards of regular guest and VIP’s.

7.      Assist the scales in familiarization tours of the hotel.

8.      Coordinates with concerned department to resolve guest needs.

9.      Assist the security in lobby surveillance.