Accommodation Management pt3

Accommodation Management pt3

1. PART THREE: Human resources and functions

   • RECEPTION
     • functions: customer service, registration, check in and check out of customers, allocation of rooms. Must contact with floors department all the time
     • Reception Manager - Front Office Manager
       • directly responsible for the Reception
       • • + other duties that he can delegate to other employees:
     • the receptionist
       • - customer has the first contact with him - transmits the first image of the hotel - must have specific qualities
         • • others: • List of Ex discrepancies. No-show • Control of minibars • Special customer requests • Anomalies • Locked rooms • Floor control • Change of status • Delivery of laundry items • Service communications
     • Physical resources and equipment
       • Front desk
         • most visible structure of the Reception, physical space where the Reception contacts customers. 
       • Computer equipment
         • Computers (desktop or laptop), tablets, communications systems (telephone exchange console), electronic key management system, TPAs (POS automatic payment terminals), etc.
       • Management software
         • Chanel Management Systems: inventory and price management on the different online platforms where the hotel is present.
           • Example: Siteminder
         • PMS: management system for reservations, inventory (rooms), availability, billing, etc. Hosted locally or in the “cloud”.
           • Examples: Newhotel, Fidélio, Host, etc.
         • Key/access control systems: management of electronic keys and respective permissions, recording of opening/closing movements of doors.
           • Example: Jump.
   • RESERVATIONS
     • functions: planning and management of room occupancy; application of defined tariff policies
   • CONCIERGE
     • functions: information services, luggage, parking, accompanying guests
   • GUEST SERVICE
     • functions: personalized customer service
   • NIGHT AUDIT
     • functions: closing of the day's movements and auditing customer accounts, guest ledger and city ledger, control of night operations
   • TELEPHONES
     • functions: telephone service and coordination of the business center
   • SECURITY
     • functions: supervision of the various alarm systems, emergency and self-protection plans, first aid, surveillance
   • FLOORS
     • functions: cleaning and tidying rooms, organizing trades
   • CLEANING
     • functions: public areas and service areas of the building
   • CLOTHING
     • functions: storage and stock of bedroom linen, catering, uniforms
   • LAUNDRY
     • functions: laundry of rooms and catering, customers' clothes, uniforms (in general, outsourcing service)

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