Hotel Operations

Hotel Operations

1. full service hotels

   • rooms- several types
   • full service restaurant

2. organizational structure

   • operations are organized into 2 divisions
     • Rooms
       • housekeeping
         • Guest Services
           • making ppl happy
             • front desk personnel
               • door and bell staff
                 • telephone operators
                   • concierge staff
                     • primary responsibility of guest services: to built positive relationships with guests by engaging in friendly, efficient, and productive interactions
                       • Front Desk agents
                         • provide registration services
                           • maintain guest accoutns
                             • check guests out
                               • serve as information center
                     • recommend things to do, places to eat in the city
                       • gets the best tickets for guests
                         • best reservations at restaurants
         • clean rooms, laundry
       • housekeeping, guest services, revenue management
     • food and beverage
       • provides meals and beverage service to guests, meetings, and convention support services
         • margins are much lower when compared to rooms
           • managed by director of food and bev, assistant general manager
             • Catering Sales and Banquets
               • manages all of the operational details and sells food and bev services to groups
                 • banquet dept ensures that meeting rooms are properly set to the client's specifications
                   • essentially selling food and alcohol- want the guests to pick the most profitable foods and bevs on the menu
                     • Culinary Operations
                       • the executive chef is responsible for food production, inventory control, menu development
                         • assisted by two or more sous chefs, which oversee cold food prep, outlet food prep, banquet food and bakery and pastry items
   • supported by admin team, sales and marketing team, and engineering and maintenance team

3. Revenue Management

   • responsible for optimizing revenue of a hotel
     • crunch the numbers to analyze revenue, data such as weather or sporting events nearby
       • figure out the optimum rate to charge
         • decide the best rates possible without comporomising the amount of guests willing to pay

4. Sales and Marketing

   • responsible for driving revenue by attracting meetings, conventions, ad indiv guests to the hotel
     • director oversees a team of accont execs and sales managers
       • utilizes social media to drive sales
         • Administrative and General
           • the general manager of the hotel is responsible for the overall success of the property
             • the A&G dept also includes sub depts
               • accounting, security and loss prevention, HR
                 • Hotel Management: 3 Areas of Focus/ Triangle
                   • guests, employees, investors

5. Engineering

   • the director of engineering or chief engineer oversees maintenance of the hotel
     • a range of technicians within engineering dept, include carpenters, electricians HVAC and plumbers
       • responds to any guest conerns or immediate needs