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For Hotel Management training in both large chains and smaller organizations, as well as meeting professionals, this book introduces concepts of organization, communication, ethics and policy within a hotel. The primary focus is the front office, housekeeping, reservations and night audit departments. Other departments are discussed to provide and understanding of how these departments relate to the front office and how they operate to enhance the guest experience.
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An introduction of basic analyses, techniques and trends both in policy and technology are reviewed as they relate to management and the guest. The book gives readers a “real world” understanding of the hotel industry balancing its past, present and future. This book portrays the nature and operation of hotels as they exist today. It reveals the inner workings of a hotel, preparing readers for what to expect in the current and future hotel market. The Property Management System has dramatically changed hotel operations, therefore extensive time has been devoted to covering this technology. Additional chapters feature analysis of the physical makeup of hotels, yield management, and operational techniques. Performance measurements and analysis of what makes a truly successful hotel are discussed in detail. Finally, because hotel management is and will always be about people, chapters are devoted to both the hotel guest and hotel employee. The arrival chronology is discussed from arrival to departure.
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by David K. Hayes (Author), Jack D. Ninemeier (Author)
Describing in great depth and detail all areas of hotel administration, this accurate book provides an up-to-date and comprehensive examination of the responsibilities of a hotel general manager. It shares with readers the procedures effective managers use to ensure their hotel's–and their own–ultimate success. KEY TOPICS This unique approach addresses all of the operating departments of a full-service hotel–Human Resources, Controller, The Front Office, Housekeeping, Food and Beverage, Safety and Property Security, Sales and Marketing, Facility Engineering and Maintenance–from the viewpoint of the General Manager.
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It also explores franchise agreements and management contracts, purchasing a hotel, and career opportunities. For current and future hotel general managers, and hotel department heads–i.e., executive housekeepers, directors of sales, controllers, and front office managers.
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by Jerome J. Vallen (Author), Gary K. Vallen (Author)
This book has been a job-training leader and valuable professional reference in rooms management for over two decades. It provides exceptionally complete coverage of the hotel's front office and all of the support positions that make it work—from the international reservation network, to legal concerns, sales and marketing techniques, management issues, room rate formulas, control and oversight, etc. In a sequence that follows the flow of most guests—reservation, arrival, billing, departure, auditing and accounting—the book treats both the how-to (e.g., completing a reg card) and the wherefore (e.g., yield management) while keeping readers abreast of the trends currently affecting the industry. For hotel/resort managers and front-office support staff.
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Among the many features of the latest revision are:
a. Comprehensive treatments of central and global reservation systems
b. Over 4,000, cross-referenced listings in the index
c. Revised folio explanations that accommodate both accountants and non-accountants
d. Many carefully selected photographs and exhibits illustrating the textual material
e. Coverage of industry issues not found in any other texts
f. End-of-chapter questions and answers, problems, Web sites, and tidbits
g. A complete glossary; a book in itself
h. Application of yield management to a rapidly changing industry
i. Recognition of the many third parties with whom the industry must deal
j. Emphasis on the role of sleep, including beds and bedding, as the real product of lodging management
k. Special attention to the organizational changes that have taken place in hotelkeeping
l. Distinct outline headings to improve readability and comprehension
m. Historical perspective that locates issues within the framework of operations
n. Use of professional vocabulary
0. Explanation of the importance of brands and branding
p. Special topics such as franchising, room taxes, and timesharing along with other important issues facing the lodging executive
q. Description of the impact of electronic communication on hotel management
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An Invaluable Text to Prepare Tomorrow's Executive Housekeepers for Today's Hospitality Industry As downsizing practices in the hospitality industry usher in leaner management and fewer operational levels, the role of executive housekeeper is undergoing a dramatic change. Today, the ideal executive housekeeper must be prepared to be a first-line manager--capable of running a housekeeping department with little or no intervention from upper management. Housekeeping Management offers future industry professionals the tools they need to be competitive in this new era--the skills to manage resources,
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administer assets, and manage all of the technical operations of a busy housekeeping department. Using case studies culled from the author's extensive experience in the hospitality industry, it demonstrates clearly how theoretical concepts apply to real-life situations. Illustrated with numerous photos and charts, this practical, easy-to-read text:
1. Covers management concepts and responsibilities.
2. Details structural planning for large properties, including models for staffing patterns
3. Examines inventory and equipment management, characteristics of materials and supplies, linen and laundry room management, and cleaning functions
4. Discusses personnel administration, including employee motivation, turnover, satisfaction, absenteeism, and cultural diversity issues
5. Focuses on productivity and cost control, risk management, topical environmental issues, and hotel safety and security
Ideal for two-year or four-year programs, Housekeeping Management is an invaluable resource to help tomorrow's executive housekeepers acquire the proficiency in management and administration they'll need to succeed in the hospitality industry.
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An Invaluable Text to Prepare Tomorrow’s Executive Housekeepers for Today’s Hospitality Industry As downsizing practices in the hospitality industry usher in leaner management and fewer operational levels, the role of executive housekeeper is undergoing a dramatic change. Today, the ideal executive housekeeper must be prepared to be a first-line manager—capable of running a housekeeping department with little or no intervention from upper management. Housekeeping Management offers future industry professionals the tools they need to be competitive in this new era—the skills to manage resources, administer assets, and manage all of the technical operations of a busy housekeeping department. Using case studies culled from the author’s extensive experience in the hospitality industry, it demonstrates clearly how theoretical concepts apply to real-life situations. Illustrated with numerous photos and charts, this practical, easy-to-read text:
1. Covers management concepts and responsibilities
2. Details structural planning for large properties, including models for staffing patterns
3. Examines inventory and equipment management, characteristics of materials and supplies, linen and laundry room management, and cleaning functions
4. Discusses personnel administration, including employee motivation, turnover, satisfaction, absenteeism, and cultural diversity issues
5. Focuses on productivity and cost control, risk management, topical environmental issues, and hotel safety and security
Ideal for two-year or four-year programs, Housekeeping Management is an invaluable resource to help tomorrow’s executive housekeepers acquire the proficiency in management and administration they’ll need to succeed in the hospitality industry.
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Hotel managers are responsible for operations, including reservations, food services, housekeeping and conventions. In a small hotel, one manager usually makes all the important daily decisions, whereas in a large establishment, a general manager hires a number of managers to be in charge of individual departments.
Hotel managers oversee all aspects of running a hotel, from housekeeping and general maintenance to budget management and marketing.
Large hotels may have managers who are responsible for each department and report to the general manager. In smaller hotels, the manager is more involved in the day-to-day running of the hotel, often dealing directly with guests.
As a hotel manager your key tasks would include:
1. setting annual budgets
2. analysing financial information and statistics
3. setting business targets and marketing strategies
4. managing staff
5. organising building maintenance
6. making sure security is effective
7. dealing with customer complaints and comments
8. making sure the hotel follows regulations such as licensing laws
9. securing corporate bookings for entertainment and conference facilities.
In larger hotels you will spend a lot of time in meetings with the heads of departments.
Things You’ll Need:
1. Travel Books
2. Career Counseling
3. Online Career Search
Step 1:
Ask yourself if you have excellent interpersonal, communication and organizational skills. They are necessary for a successful hotel management career.
Step 2:
Obtain a college degree in hotel management or restaurant management. Remember that a food services department contributes greatly to the profits of a hotel; a successful restaurant manager can see his or her career advance quickly.
Step 3:
Take advantage of work-study programs offered by many colleges so that you will gain solid experience working in hotels.
Step 4:
Expect to go through a hotel's training program once you are hired after college. During the first couple of years you will be handling only relatively mundane duties, instead of providing your input on issues such as staffing, hotel decor or conventions.
Step 5:
Understand that you might be offered a position as a front office manager, a food and beverage manager, a convention services manager, or any of a number of administrative positions after your training period. If you are successful at different managerial positions, your career will benefit in the long run.
Step 6:
Be aware that a promotion might require you to relocate for a few years if you work for a hotel chain that has properties throughout the country.
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Hotels range from small family-run businesses to large chains of international renown. Hotel receptionists are often found in or near hotel entrance halls, close to the centre of activity. When performing reservation and cashier duties, they may be working in the back office.
Personal Qualities:
1. Pleasant appearance and warm personality to create a good first impression;
2. tactful and patient;
3. able to communicate clearly and willing to help others;
4. eye for accuracy for checking reservations and processing room requests;
5. flexible and diplomatic when dealing with demanding and unreasonable guests;
6. aptitude for numbers and good at handling cash and accounting machines.
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Job Scope
The hotel receptionist is very often the first and last member of staff hotel guests will see. They have to reflect the hotel’s atmosphere and convey a sincere welcome to all customers.
The hotel receptionist is maybe the most important and strategic job in tourists and hospitality sector. When a person comes in a hotel will be certainly attracted by a friendly smile rather than a vacant desk. The first person that a guest meets is the receptionist which will give him the first impression of the hotel. Hotel receptionists greet and assist guests and have numerous tasks: reserve rooms for guests, greet visitors, answer guests' requests about the hotel services and local attractions, answer telephone calls, keep accounts and collect payment, record presences. For this reason this job requires great precision, about management and accounting, ability of coordinations, about interaction of all hotel services and sections. Hotel receptionists need to have very good communication skills and good organisational ability, need to know foreign languages because they are often in contact with international tourists. It is also important mathematical ability, memory skills and computer skills. Receptionist needs to know about the layout of the structure that he is working in. It is real important for a hotel receptionist being friendly, patient, helpful and interested in the welfare of guests, able to work in team, punctual and sensitive to the needs of people from a variety of different cultures and backgrounds. Guests are very demanding, often excessively, so it is essential to have an interlocutor, in this case the receptionist, able to give always the right answer: the structure functioning depends on that. To work in hotel or in big tourists complex a national certificate in Hospitality or a communication skills course may be hopeful even if many skills are gained on the job and learned from other staff members, as to say "on the road".
In the larger hotels, the front office job is often split into three - that of receptionist, cashier and reservations clerk. In smaller hotels, however, the receptionist could be performing the duties of all three.
Duties:
Receptionist
The front desk receptionist, has to play a very important role vis-a-vis the clients in not only selling rooms and services but also the image of the hotel as well.
When checking in guests, you should perform these tasks:
1. assign rooms and issue room keys;
2. check with the housekeeping departments that rooms are ready for occupation;
3. liaise with the bell desk to deliver luggage to the rooms;
4. note requests for wake-up calls, transport arrangements and other general enquiries;
5 settle guests’ complaints with tack and diplomacy;
6. communicate with other departments regarding group and VIP check-ins.
Reservations Clerk
The reservations clerk has to handle and process reservation requests and maintain reservation records.
Main duties:
1. keep a record of guests’ arrivals, day and time of check-in, length of stay, and their special needs and preferences;
2. liaise with other departments such as housekeeping, restaurants and security, regarding VIP and group check-ins;
3. manage the booking of rooms.
Cashier
The cashier has to maintain accurate account balances for hotel expenses and collect payment from guests. Hotel expenses include room charges,overseas telephone calls, meals and laundry.
You should be able to:
a. transact foreign exchange, for example, converting foreign currencies and travellers cheques into local currency;
b. settle bill payments and expenses quickly and accurately for guests who are checking out;
c. maintain safe deposit boxes.
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