Accommodation Management

Escola Superior de Turismo e Hotelaria__________________________________________________
Abstract
The main purpose of hotel organizations are that increase the rate of room occupancy,achive customer
satisfaction and finally get high profit margine.For that,each departments in hotel organizations are
very important because of customer satisfaction.Each departmants should work compatible
together.The communication in between departments should be very clear.Front Office Department is
in very important point for this communication.Front Office Departmant should achive
communication that between department for success of hotel organizations.On the other hand Room
Division is the most important renevue department for hotel organizations.The main purposes of this
study are that analyze of room division and show the place of the room division in hotel
organizations.
Room Division-Accommodatiom Management

Introduction
Hotel is the transient home away from home.Hotel industry is a hospitality industry.Of course,
hospitality is not free,but is paid for,where the payment depends on the comforts and services provided
for.Payment also depends on the fancy and economic affordability of the customer.The hospitality
industry is nowadays a global industry,and is considered as an important employer in countries worldwide.It now has attained a much higher status in society and demands high standards of work ethics
and efficiency from its employees.Employment opportunities are many,and is now sought by a vast
majority of people.
The hospitality industry is part of a larger enterprise known as the travel and tourism industry.It is one
of the oldest industries in the world.In early days,traders,explorers,missionaries and pilgrims needed a
break in their journeys requiring food,shelter and rest.People opened their homes and kitchens to these
weary travellers,and an industry was born.Although accommodation today is varied and their services
have changed and expanded over the ages,one thing about the hospitality industry has remained the
same,guests are always welcome!From a friendly greeting at the door,room service,breakfast,to a host
of facilities' the hospitality industry offers travellers a home away from home.
Hospitality is defined as the friendly reception and treatment of strangers".For most people,
hospitality means entertaining guests with courtesy and warmth.Hospitality is also an industry made
up of businesses that provide lodging,food and other services to travellers.The main components of
this industry are hotels,motels,inns,resorts and restaurants.In a broad sense,the hospitality industry
might refer to any group engaged in tourism,entertainment,transportation or lodging including cruise
lines,airlines,railways,car rental companies and tour operators.
At the hub of the hotel world is the reception desk where most guest transactions take place.It is here
that the guest is received,registered and assigned a room.Information,mail,messages,complaints and
room accounts are all dealt with here.Therefore,to a large extent,the reception team is the key to an
enjoyable and problem-free stay for the hotel guest.It is also the centre of attraction and money
generation for the establishment.
The front office department is the nerve centre,the hub and the heart of the hotel.Front office personnel
have more contact with guests than staffs in other departments.This is the department where the guest
first checks in and finally checks out of the hotel.
The front office is the main communication centre.As it is the major revenue generating department,it
is equipped with staffs of good quality and personality.
The front office is the show window and hence it is furnished and maintained with good furnitures and
fittings.Front office is well designed in an orderly manner.Regardless of how the hotel is organized,
the front office is always an essential focal point.
Housekeeping is an important and integral part of the guest experience and satisfaction.Other things
such as security are important,but what guests really want is to feel at home,to feel comfortable.
Although the staff providing this service do not necessarily interact directly with the public,the quality
of their work is critical in shaping guests pleasant memories of their stay.
The impact of the housekeeping function on the success of a hotels operations cannot be
underestimated,since large revenue for hotel industry is generated mainly from the sale of rooms.

Good housekeeping is the foundation of good infection prevention.The general cleanliness and
hygiene of a facility are vital to the health and safety of guests,staff,and visitors.Pleasant work
environment contributes to staff members' satisfaction,making them to be more productive.A more
pleasant environment improves guest satisfaction and can increase guests use of services and frequent
visits.

HOSPITALTY INDUSTRY
The hospitality industry consists of broad category of fields within the service industry that
includes lodging,restaurants, event planning,theme parks,transportation,cruise line,and additional
fields within the tourism industry.The hospitality industry is a several billion dollar industry that
mostly depends on the availability of leisure time and disposable income.A hospitality unit such as a
restaurant,hotel,or even an amusement park consists of multiple groups such as facility maintenance,
direct operations (servers,housekeepers,porters,kitchen workers,bartenders, etc.),management,
marketing,and human resources.
The hospitality industry covers a wide range of organizations offering food service and
accommodation.The industry is divided into sectors according to the skill-sets required for the work
involved.Sectors include accommodation,food and beverage,meeting and events, gaming,
entertainment and recreation,tourism services,and visitor information.
History of Hospitality Industy
The roots of the lodging industry are known to lie back in the first century and the first otel like
facilities were built by Romans and ancient Greeks. From the first centry to Middle Ages there had
been many kinds of lodging facilities built and operated.
Hotel visitors were started to be registered for the first time in 15th century France, hotel facilities
were first classified according to their service standarts and tariffs were applied in 17th century.
After the industrial revolution in 18th century,hotel investments were increasing all over the world. As
opposed to traditional architectural structure of European and Asian lodging facilities,enhanced
services and modern design was favored in American hotels. .
Late 19th century was the start of a new era for hotel services as a result of electricity use in buildings.
Middle East became a new market for the industry as well as a capital resource centre with the
increasing dependence on petrol and expanding air traffic.
Economic development and technologic improvements in 20th century had a positive effect on the
hospitality industry which led to better service quality and professionalized market players.At the end
of the century,hotel markets were fully controlled by the investors and the development was driven by
profit expectations and customer needs, rather than arcitetural concerns.
The economic downturn at the beginning of 21st century together with the affects of terrorist attacks in
USA led the international lodging industry shrink for two years.However,the industry rapidly
recovered and kept growing from 2003 to mid 2008.
Hotels
A hotel usually offers guests a full range of accommodations and services,which may include
reservations,suites,public dining and banquet facilities,lounge and entertainment areas,room service,
cable television,personal computers,business services,meeting rooms,specialty shops,personal
services,valet,laundry,hair care,swimming pool and other recreational activities,gaming/casino
operations,ground transportation to and from an airport,and concierge services.The size of the property
can range from 20 to more than 2,000 rooms.Hotels are found in center-city,suburban,and airport
locations.Guest stays can be overnight or long-term,as much as several weeks in length.Properties
sometimes specialize in catering to particular markets,such as conventions or gambling.Casino hotels

usually take a secondary role to the casino operation,where the emphasis is on profitable gaming
operations.Marriotts hotels operated as JW Marriott Hotels &Resorts and Renaissance Hotels,as well
as Hyatt Hotels & Resorts brands operated as Hyatt Regency,Grand Hyatt,and Park Hyatt Hotels,are
examples in this category.
Classification System in Europa
Hotel Classification Systems
The grouping together of hotels providing a given range of services and facilities is an inexact
science.The distinction between availability and quality is often blurred.
Early hotels and inns were little more than an available bed and something barely palatable to eat.The
emergence of tourism in the latter half of the 19 th century brought with it an improvement of the
standards of the early inns.Some pressure was placed on these facilities to offer some minimum
standards where the consumer was able to identify a property with specific amenities.The rating
system emerged out of efforts by the Automobile and cycling clubs in Europe, who in their tour books
displayed hotels, which they recommended to their membership,based on the guaranteed facilities
which these hotels/inns offered.
This led to the establishment of rating systems such as the Automobile Association (AA) and its
American counterpart the (AAA) and the Michellin tyre companys Michellin Red Guide and other
mobile guides.
After World War II National Tourist Boards began to consider some form of hotel
registration/classification system.There was some difficulty in doing so.By 1970 only five European
countries had national classification systems,by 1980 this number increased to 22 European countries
and 60 countries worldwide.
The criteria applied by the classification systems were, and still are not uniformed.There were various
meanings attached to registration,classification and grading.
Registration:Form of licensing which,may or may not demand a minimum standard.Signifies some
conformation with health fire safety legislation.Implies a minimum criteria.
Classification:Separation of different types and ranges of accommodation into several categories
based on a range of criteria.Hotel accommodations can allow for five to seven categories to be
applied.Other forms of accommodation e.g.motels,guesthouses and self catering apartments seldom
justify more than two or three classes.
Grading:Often combine with classification,this is a quality assessment awarding a symbol to denote
an above average service to an accommodation facility.E.g Green globe classification systems for
environment.
Popular Classification Systems
Official Hotel and Resort Guide (OHRG)
Travel Industry classification system ratings are deemed as being comparable around the world,
making it easier for professionals in the travel trade.

Ten Quality levels which can be divided as follows;
Deluxe:Super Deluxe,Deluxe, Moderate Deluxe,
First Class:Superior First Class,First Class,Limited Service First Class,Moderate First class
Tourist:Superior tourist class,tourist class,moderate tourist class
These rating combine two elements
1.Quality of quest accommodations
a.Room size,quality of furnishings
2.Extent of hotel facilities
a.Number and size of public rooms and meeting facilities
AA rating system (British System)
This system focuses on a consumers perspective on accommodation properties.The objective was to
introduce a classification system easily understood by the consumer.This system is part of the
description of properties seen in travel books.The American version is the AAA system.
Minimum Requirements for AA Recognition;
One Star Hotels
Hotels in this classification are likely to be small and independently owned,with a family atmosphere.
Services may be provided by the owner and family on an informal basis.There may be a limited range
of facilities and meals may be fairly simple.Lunch,for example,may not be served.Some bedrooms
may not have en suite bath/shower rooms.Maintenance,cleanliness and comfort should,however,
always be of an acceptable standard.
Two Star Hotels
In this classification hotels will typically be small to medium sized and offer more extensive facilities
than at the one star level.Some business hotels come into the two star classification and guests can
expect comfortable,well equipped,overnight accommodation,usually with an en-suite bath/shower
room.Reception and other staff will aim for a more professional presentation than at the one star level,
and offer a wider range of straightforward services,including food and drink.
Three Star Hotels
At this level,hotels are usually of a size to support higher staffing levels,and a significantly greater
quality and range of facilities than at the lower star classifications.Reception and the other public
rooms will be more spacious and the restaurant will normally also cater for nonresidents.All bedrooms
will have fully en suite bath and shower rooms and offer a good standard of comfort and equipment,
such as a hair dryer,direct dial telephone,toiletries in the bathroom.Some room service can be
expected,and some provision for business travelers.

Four Star Hotels
Expectations at this level include a degree of luxury as well as quality in the furnishings,decor and
equipment, in every area of the hotel.Bedrooms will also usually offer more space than at the lower
star levels,and well designed,coordinated furnishings and decor.The en-suite bathrooms will have both
bath and fixed shower.There will be a high enough ratio of staff to guests to provide services like
porterage,24-hour room service,laundry and dry-cleaning.The restaurant will demonstrate a serious
approach to its cuisine.
Five Star Hotels
Here you should find spacious and luxurious accommodation throughout the hotel,matching the best
international standards Interior design should impress with its quality and attention to detail,comfort
and elegance.Furnishings should be immaculate.Services should be formal,well supervised and
flawless in attention to guests' needs,without being intrusive.The restaurant will demonstrate a high
level of technical skill,producing dishes to the highest international standards.Staff will be
knowledgeable,helpful,well versed in all aspects of customer care,combining efficiency with courtesy.
Red Star Awards
AA star classifications are usually depicted in black on signs and in the AA's guides and electronic
products.However,at each of the five classification levels,the AA recognizes exceptional quality of
accommodation and hospitality by awarding Red Stars for excellence.A hotel with Red
Stars,therefore,has been judged to be the best in its star classification and recognizes that the hotel
offers outstanding levels of comfort,hospitality and customer care.
Country House Hotels
Country House Hotels offer a relaxed,informal atmosphere, with an emphasis on personal welcome.
They are usually,but not always,in a secluded or rural setting and should offer peace and quiet
regardless of location.
Town House Accommodation
This classification denotes small,personally run hotels which afford a high degree of privacy,
concentrate on luxuriously furnished bedrooms and suites,with high-quality room service rather than
the public rooms or formal dining rooms usually associated with hotels, but they are usually in areas
well served by restaurants.All fall within the Four or Five Star classification.
Travel Accommodation (Lodges)
This classification denotes budget accommodation,suitable for an overnight stay usually in purposebuilt units close to main roads and motorways,often forming part of motorway service areas.They
provide consistent levels of accommodation and service,matching today's expectations.
Guesthouse/Private Hotels
The term guest-house can lead to some confusion,particularly when many include the word hotel in
their name.For AA purposes,small and private hotels are included in this category when they cannot
offer all the services required for the AA hotel star rating system.The term does not imply that
guesthouses are inferior to hotels,just that they are different.Many,indeed,offer a very high standard of
accommodation.

It is not unusual to be offered en suite bathrooms,for instance,or to find a direct-dial telephone and a
colour television in your room.Some guest-houses offer bed and breakfast only,so guests must go out
for the evening meal.These facilities should state clearly if there are any restrictions to your access to
the house, and whether they offer any meals.This should be communicated to the customer when
booking.
Farmhouse
Farmhouse accommodation is particularly noted for being relatively inexpensive and cosy,with good
home-cooking where appropriate.Some are working farms,Guest are at times allowed to participate or
view farm activities,there are cases where guest accommodation is run as a separate concern from the
farm,and visitors are discouraged from venturing on to the working land.Standards will vary
considerably,Some of farmhouses are grand ex-manor houses furnished with antiques and offering a
stylish way of life,whereas others offer more simply furnished accommodation,and in others guests
may have to share the family bathroom and sitting/dining room.
Pubs and Inns
We all know what we can expect to find in a traditional inn a cosy bar,a convivial atmosphere,decent
beer and pub food.Nevertheless,there are a few extra criteria which must be met for the AA
classification:breakfast is a must,in a suitable breakfast room, and the inn should also serve at least
light meals during licensing hours.A number of small,fully licensed hotels are classified as inns,and
the character of the properties will vary according to whether they are traditional country inns or larger
establishments in towns.
AA Rosette Awards
The AA makes annual rosette awards on a rising scale of one to five for the quality of food served in
restaurants and hotel restaurants.Only those offering the highest international standards of cuisine and
service will merit the AA's top awards of four or five rosettes.
Outstanding Quality (5 and 4 Rosettes)
Five rosettes is the supreme accolade, made to chefs at the very top of their profession.This award
recognizes superlative standards of cuisine at an international level,evident at every visit in every
element of the meal.Creativity,skill and attention to detail will produce dishes cooked to perfection,
with intense,exciting flavours in harmonious combinations and faultless presentation.Menus may be
innovative or classical,and may use luxury ingredients like lobster,truffles,foie gras,etcoften in
unexpected combinations and with secret ingredients that add an extra dimension of taste and interest.
At this level,cuisine should be innovative,daring,highly accomplished and achieve a noteworthy
standard of consistency,accuracy and flair throughout all the elements of the mealExcitement, vibrancy
and superb technical skill will be the keynotes.
High Quality
Only cooking of the highest national standard receives three or more rosettes.Menus will be
imaginative;dishes should be accurately cooked,demonstrate well developed technical skills and a high
degree of flair in their composition.Ingredients will be first-class,usually from a range of specialist
suppliers, including local produce only if its quality is excellent.Most items breads,pastries,pasta,petits

fours will be made in the kitchens,but if any are bought in,for example,breads,the quality will be
excellent.
Good Quality (2 and 1 Rosettes)
Two rosettes denote cooking that displays a high degree of competence on the part of the chef.The
menus should include some imaginative dishes,making use of very good raw ingredients,as well as
some tried and tested favourites.Flavours should be well balanced and complement or contrast with
one another,not over-dominate.One rosette denotes simple,carefully prepared food,based on good
quality,fresh ingredients,cooked in such a way as to emphasize honest flavours.Sauces and desserts
will be home-made and the cooking will equate to first-class home cooking.
Hotel Organization
In order to carry out its mission,global and departmental goals and objectives,every company shall
build a formal structure depicting different hierarchy of management, supervision,and employee
(staff)levels.This very structure is refereed to as organization chart.Moreover,the organization chart
shows reporting relationships span of management,and staff/line functions.
There are two types of relationships that might exist between any two functions at any organization
chart.These are;
1-Solid Lines:This kind of relationship shows Direct Line Accountability.To illustrate,if position A
and B are linked with a solid line,it means (for example) that A shall report to B,that B shall tell A
what to do,when to do,and how to it.Lastly,B shall be liable (i.e. responsible) for A.
2-Dotted Lines:This kind of relationship entitles both positions linked with dotted lines to have a high
degree of Cooperation and Communication but not direct line accountability.Usually in the hotel
industry, where the sole aim is to satisfy guests, positions,whatsoever level in the hierarchy they
occupy,shall coordinate jointly their efforts so as to provide quality, standard product to their
customers.Therefore,examples of dotted lines are numerous in hotel organization charts.
Every organization chart shall be flexible,to reflect the ever-changing environmental dynamics and,
hence be able to survive.In accordance,organization charts shall be reviewed periodically in order to
determine whether the actual organization still match the environment needs (i.e. guests,employees,
technology,competitor's needs) or not.A SWOT analysis (i.e.: Strengths,Weaknesses,
Opportunities,and Threats) shall be a good start to initiate a change in the organization chart or not.
Last but not least,it is of extreme importance that there are no 2 hotels having exactly the same
organization chart,and that a hotel might have an organization chart change over time.For, organization
charts shall be tailored to fit the needs of each individual property.
Hotel Departments:
1-Rooms Division:
In a statistics conducted by the U.S. Lodging Industry in 1995,it has been shown that the majority of
hotels revenues (60.2 %) are generated from Rooms Division Department under the form of room
sales. This very department provides the services guests expect during their stay in the Hotel.Lastly,
the Rooms Division Department is typically composed of five different departments:

-Front Office
-Reservation
-Housekeeping
-Uniformed Services
-Telephone
Beneath is a brief description of the different departments decomposing the Rooms Division
Department,along with their related main responsibilities:
2. Food & Beverage Department:
According to U.S. Lodging 1995 statistics,F&B Department constitutes the second largest revenue
generator of a typical hotel with an average of 23.1 for Food sales,and 8.6 % for Beverage sales.In a
five-star hotel,Food and Beverage outlets might have the following forms:
-Quick Service
-Table Service
-Specialty Restaurants
-Coffee Shops
-Bars
-Lounges
-Clubs
-Banquets
-Catering Functions Wedding,Birthdays
3-Sales&Marketing Division:
A typical hotel should usually have Sales & Marketing division.However, if the staff size, volume
business,hotel size,expected group arrivals is low enough, the hotel might have marketing staff placed
under the reservation department (i.e.No need for a Sales & Marketing Division).
A typical Sales & Marketing Division is composed of four different departments:
-Sales
-Convention Services
-Advertising
-Public Relations
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4-Accounting Division:
The Accounting Division monitors the financial activities of the property.Some of the activities that
are undertaken in the Accounting Division are listed below:
-Pays outstanding invoices
-Distributes unpaid statements
-Collects amounts owed
-Processes payroll
-Accumulates operating data
-Compiles financial reports
-Makes bank deposits
-Secures cash loans
-Performs other control and processing functions
5-Engineering and Maintenance Division:
This very department maintains the property's structure and grounds as well as electrical and
mechanical equipment.Some hotels might have this very division under different names,such as
maintenance division,property operation and maintenance department
6-Security Division:
Security division personnel are usually screened from in-house personnel,security officers or retired
police officers,across certain physical skills, and prior experience.
Some of the functions of the security division are listed below:
-Patrols the property
-Monitors supervision equipment
-Ensures safety and security of guests, visitors, and employees
7-Human Resources Division:
Some of the duties of the human resources division are listed below:
-Responsible for external & internal recruitment
-Calculates employees' salaries, compensation, and tax withholding
-Administrates employees' paperwork, monitors attendance
-Maintains good relations with Labor Unions
-Ensures employees' safety and working conditions
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8-Other Divisions:
All the above mentioned departments and/or divisions should exist in a typical five-star hotel;however
there might be some revenue generators that are specific to certain hotels but not existing in others.
Below is a list of some possible extra or other divisions that might exist in a hotel:
-Retail Outlets (i.e.: Shops rented to outsiders or managed by the hotel)
-Recreation Facilities (ex: Fitness Center,Tennis Courts,and Cinema Saloons)
-Conference Centers
-Casinos
Organizatin of Front Office Department
The front office has the following functions:
- Sells guestrooms
- Registers guests, assigns guestrooms
- Processes future room reservations
- Coordinates guest service
- Provides information
- Maintains accurate room status information
- Manages all guest accounts and credit limits
- Produces guest account statements
- Completes a financial settlement with each guest upon departure.
The front office is the most visible department in a hotel and the front desk typically occupies a
prominent place in the hotels lobby.Guests come to the front desk to register,to receive room
assignments,inquire about available services,facilities and the city or surrounding area;and to check
out.Since the front office may be the only contact a guest has with the hotel it is essential that the staff
of the front office is organized,competent,and courteous.The front desk often serves as the focal point
for guest requests regarding housekeeping, engineering, and information.Other services provided by
the front office of a hotel handling guest and house mail, messaging services for the guest,
and departing the guest from the hotel. Front office cashiers post charges and payments to guest
accounts,all of which are later verified during an account auditingprocedure.Front desk personnel also
may verify outstanding accounts receivable,and produce daily reports for management.
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Front Office Department Organization Chart
Front Office Manager
Secrater
y
Ass.Front Office
Manager
Ass.
Manager
Guest
Relations
Officer
Airport
Superviso
r
Chief
Concierge
Reception
Supervisor
Reservations
Manager
Telephone
Superviso
r
Ass.Chief
Concie.
Ass.Recep.S
upervisor
Reservations
Supervisor
Ass.Telep
hone Sup.
Reservations
Clerk
Telephone
Operator
Concierge
Senior
Reception
Airport
Represen
tative
Bell
Boy
Valet
Parking
Attenda
nt
Reception
The Front Office organization chart is designed according to functions. This chart clearly defines the
control and also provides guests with more specialized attention.Typical positions and functions
under the Front Office Department are:
1.Front Desk Agent:Registers guests,and maintains room availability information
2.Reservation Agent:Responds to reservation requests and creates reservation records
3.Cashier:Closes guest folios, and properly checks out the guests.
4.Uniformed Bell Service Agent:Handles guest luggage,escorts guests to their rooms,and assists
guests for any bit of information requested.
5.Switchboard Operator:Manages the switchboard and coordinates wake-up calls.
6.Night Auditor:Controls the job of the accounts receivable clerk,and prepares daily reports to the
management.
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Front Office Location in the Hotel
2
2
2
1-Front Desk
1
2-Elevator
3-Main Entrance
3
Front office staff have a clear view of persons entering the lobby from the street entrance or elevator.
Reservation Departments
Reservation
The main function of the reservation process is to match room requests with room availability.Below
is the detailed process of reservation:
a-Conduct the reservation inquiry
b-Determine room and rate availability
c-Create the reservation record
d-Confirm the reservation record
e-Maintain the reservation record
f-Produce reservation reports
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1-Reservation and Sales:
Prior to Computerization era,the main function of the Reservation Process is only to determine Basic
Room Availability.That is to say,the reservation clerk can only tell the potential guest that a room is
reserved for him/her.However,the reservation clerk can not tell you the type of the room,rate
honoredNowadays, with the wide use of reservation software package programs,it is now possible
to reserve a room by room type,rate,and to accommodate all the possible special requests of the guest.
Therefore,the selling function shifted from the front office to the reservation department.Hence,
projections of Room Revenues and Profitability Analysis became one of the basic functions of the
Reservation Department.
In parallel,reservation department and reservation agents should have sales goals to achieve which
might focus on number of room nights,average room rate,and/or booked room revenue.
Different types of Guests
1. Free Independent Traveler (FIT)
2. Foreign Free Independent Traveler (FF-IT)
3. Company volume guaranteed rate (CVGR)
4. Company Guaranteed rate (CGR)
5. Group inclusive tour (GIT)
6. Single lady (SL)
Customer Segment Strategies
Segmenting is essential to nearly any marketing scheme.Segmenting is the concept of dividing your
potential customers into groups of similar populations.Once a firm has decided on its target segments
it can devise separate marketing strategies to maximize the effectiveness of its marketing scheme.This
in turn will maximize the return on the project.There are five major strategies used to determine
customer segments.
Behavior Segmentation
The behavior segmentation strategy uses differences in consumer behavior to separate potential
customers.This includes lifestyle, purchasing tendencies and usage tendencies.One example of this
strategy is an advertiser using segmentation to advertise the release of a clothing line in a fashion
magazine but not an automobile magazine.Obviously, the fashion magazine will bring a greater
customer response in this case.
Benefit Segmentation
Beneft segmentation is one of the most commonly used types of segmentation.It identifies the different
benefits a product offers,then targets different marketing strategies against the different benefits.Take a
Ferrari, for example.Two of the benefits associated with Ferraris are status and performance.The
advertiser can position the Ferrari in both the status and performance market segments differently,and
in doing so will gain a greater response than they would were they to take a single more generic maket
position.
Demographic Segmentation
Demographic segmentation is the most commonly used type of segmentation strategies.There are two
main factors that contribute to this:demographic information is the most easily collected data, and the
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needs and wants of consumers usually correlate directly with their demographic group.Age and life
stage are two examples of demographics used in segmentation.Obviously denture adhesives are most
effectively advertised to the senior demographic,and minivans are best advertised to families.
Geographic Segmentation
Geographic segmentation involves separating customers based in their geographic location or region.
This can be anything as small as a city or neighborhood to something as large as a country or
region.Factors in geographic segmentation include the likes of population density,total population and
climate.In a more population dense area,ceteris parabus,advertising will be more effective.Similarly,in
a northern climate,wood stoves will be much more effectively advertised than in a southern or tropic
climate.
Psychographic Segmentation
Psychographic segmentation is used to target a very specific customer segment.Different types of
psychographic segments include personality,social class and lifestyle preferences.A specific segment is
those who are environmentally inclined.These people are more likely to buy fuel-efficient cars and all
natural products,such as organic foods.
2-Types of Reservations:
a-Guaranteed Reservation:
Insures that the hotel will hold a room for the guest until a specific time following the guests
scheduled arrival date [i.e.Check-out time or start of the hotels day Shift or any time the lodging
property chooses].On return,the guest shall guarantee his/her reservation of room unless reservation is
properly canceled.In order to guarantee a reservation,guests might opt for one of the following
methods:
a-Prepayment guaranteed reservation
b-Credit card guaranteed reservation
c-Advance deposit or partial payment
d-Travel agent guaranteed reservation
e-Voucher or Miscellaneous Charge Order (MCO)
f-Corporate guaranteed reservation
b-Non-guaranteed Reservation:
Insures that the hotel agrees to hold a room for the guest until a stated reservation cancellation hour
(Usually 6 p.m.) on the day of arrival.
Reservation agents shall make sure to encourage their guests to guarantee their reservations especially
in the high season.
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3-Reservation Inquiry:
Guests can communicate their reservation inquiries in person,over the telephone,via mail,through
facsimile,telex,e-mailMoreover,reservation inquiries can be made through a Central Reservation
System or an Intersell Agency.
While getting a reservation inquiry,the reservation agent shall obtain the following guest-related
information:
a-Guests name,address and telephone number
b-Company or travel agency name
c-Date of arrival and departure
d-Type and number of rooms requested
e-Desired room rate
f-Number of people in the group, if applicable
g-Method of payment and/or guarantee
h-Any other special requests
Most of the above mentioned information is used to create a reservation record.
4-Sources of Reservations:
1-Central Reservation Systems
2-Intersell Agencies
3-Property Direct Reservation System
5-Group Reservations:
Conducting a reservation request for a group shall be treated differently than accommodating a
reservation of individual guests (i.e.Frequent Independent Traveler).The main reason is that individual
reservation requests are treated by the reservation department,while group reservations are initiated by
the Sales & Marketing division,and finalized through a careful coordination of the reservation from
one hand and the marketing from the other.
Below is a detailed procedure of how group reservation,in a typical hotel,is conducted:
1-A group representative,a member of the travel agency or the tour operator,not individuals,shall
communicate group reservations' request to the hotel's marketing department
2-Upon availability,the hotel's reservation department shall block the requested number of rooms for
this very group
3-The Hotel shall give a deadline for the group,in order to receive their final list.That deadline is
called Cut-off Date
17

4-After receiving the final list,the reservation department shall change the desired number of rooms'
status from blocked to booked (or reserved) rooms, and release the remaining rooms (if any left) as
vacant
5-If the hotel did not receive the final list by the cut-off date then the reservation department has all the
right to cancel the group reservation and release all the initially booked rooms into vacant rooms.
However,management shall use this right with precautions especially when it comes to groups
reserving from travel agencies and tour operators of which the hotel is frequently operating.
6-Reservation Availability:
After receiving a reservation request,the hotel might accept it,as it is,if there is room availability.If not,
the reservation department should suggest alternative room types,dates,and/or rates,to the potential
guest.If,however,he potential guest insists on his/her previous request,the hotel should suggest an
alternative hotel.That's one of the main reasons why we need to maintain good relation-ships with
nearby competing Hotels.
The reservation department should always compare historical reservation volumes against actual
arrivals.The main reason is to cope with overbooking,which a situation occurring when the total
number of rooms reserved for a certain period of time exceeds the total number of rooms available for
sale,for the same period of time.
In order to cope with the overbooking problem,some statistical and historical data should be stored and
processed by the hotel and should be continuously updated.Such data should include:
a) Number of rooms reserved for a specific date
b) Number of rooms occupied by stayovers (for a certain specific date)
c)
Forecasted no-shows percentage
d) Forecasted understays percentage

e) Forecasted overstays percentage
f) Forecasted cancellation percentage
g) Number of out of order rooms for a specific date
7-Equipment Tracking Room Availability:

In order to function properly,the reservation department shall maintain control books,wall charts,
and/or a computerized system. Whatsoever system chosen,the reservation department shall maintain
and update that system to include any reservation transaction (i.e. whether a reservation,cancellation,
modification).Below is a description of the three commonly used sets of equipment to track room
availability under the manual,semi-automated and fully-automated systems:
a-Control books:
Control books are standard three-ring,loose-leaf binders with a tally Page assigned to each day of the
year.Under this very system,when a potential guest calls to have a reservation,the reservation clerk
18

shall check the cells corresponding to rooms.If there is an empty cell for all the length of stay of the
guest then the reservation clerk mark it as X (i.e. reserved).If the guest is expected to continue staying
the next day,then the reservation clerk shall mark the next day's respective room cell as O (i.e.
Stayover).Lastly,the reservation clerk is encouraged to use colors while updating information or the
cells on the control book.
b-Wall charts:
These are charts stapled on the wall depicting days of the month versus hotel rooms.Moreover,upon
need and convenience,these charts might be customized to track appropriate room Numbers,rates,and
codes,hence,is advantageous to control books.Moreover,in this very system,different colors are used to
differentiate between different reservation transactions, types of guest reservingLastly,wall charts
eliminates the erasures and rewriting associated with control book,hence lees errors might occur.
c-Computerized systems:
Computerized systems are by far the best systems that track room availability.In fact,these very
systems control room availability data and automatically generate many reservation-related reports in
an accurate manner. Moreover,computerized systems can itemize room availability for future periods
by open dates,closed dates,versus special event dates.Lastly,this very system can forecast room
availability for any reservation horizon needed in the future.
In the case of non-availability of room type,the system can further suggest alternative room types,
rates,or even other nearby hotels.
8-Reservation Record:
Each reservation department shall prepare a reservation record,which depicts the various personal and
financial data of guests,for each reservation transaction. The aim is to identify guests and their
occupancy needs before guests arrival.Moreover,the hotel can personalize or customize guest services
and better schedule staff accordingly
In order to create a reservation record, the following items are needed:
-Guest name (and group name,if applicable)
-Guests home or billing address
-Guests telephone number,including area code
-Name,address,and telephone number of guests company,if appropriate
-Name of and pertinent information about the person making the reservation,if not the guest
-Number of people in the group,and perhaps ages of any children
-Arrival date and time

-Number of nights required or expected departure date,depending on how the system is
programmed
-Reservation type (Guaranteed versus Non-guaranteed)
-Special requirements (i.e.infant,disabled guest,or no-smoking accommodation)
-Additional information,if needed (i.e.late arrival,method of transportation,flight number,
room preferences)
At the reservation process,reservation agents shall keep in mind that a rate quoted and
confirmed must be honored.Moreover,reservation clerks should be aware of the following:
-Supplementary charges for extra services or amenities
-Minimum stay requirements in effect for dates requested
-Special promotions in effect for dates requested
19
-Applicable currency exchange rates,if quoting rates to an international tourist

-Applicable room tax percentages
-Applicable service charges or gratuities
9-Reservation Confirmation:
The hotel should communicate guests by telephone,telex,mail,or e-mail a Letter of
Confirmation,which confirms the important points of the reservation agreement.This very
letter might be shown at the registration process in order to accelerate the pace of registration
and prove that the guest has the right to have a room at the hotel.
The Hotel shall send a confirmation letter to all reserved potential guests, whether their
reservations are guaranteed or non-guaranteed.Below are the main points that should be
communicated in a confirmation letter:
-Name and address of the guest
-Date and time of arrival
-Room type and rate
-Length of stay
-Number of persons in a group, if any
-Reservation type (guaranteed or not)
-Special requests,if any
10-Reservation Reports:
In the reservation department,the widely used management reservation reports include:
a-Reservation transaction report
b-Commission agent report
c-Turnaway report (sometimes called the refusal report)
d-Revenue forecast report
11-Expected Arrival,Stayover,and Departure Lists:
On a daily basis,the reservation department shall prepare the expected arrival,stayover,and departures
lists and communicate them to the front office department.
Arrival List: List of the names,and surnames along with respective room number of the guests who
are expected to arrive the next day.
Stayover List: List of the names,and surnames along with respective room number of the guests who
are expected to continue occupy their rooms the next day.
Departure List: List of the names,and surnames along with respective room number of the guests
who are expected to depart the next day.
Potential Reservation Problems:
While processing reservations,reservation clerks might be faced with lot of problems.Below is a
tentative categorization of 4 main common problems that might be encountered:
1-Errors in a reservation record:
a-Record a wrong arrival or departure date
b- Misspell the guests name or reverse it
c-Reserve for the caller instead of the guest
20

2- Misunderstandings due to industry jargon:
a-Confirmed versus guaranteed reservation
b-Double room versus 2 beds
c-Connecting rooms versus adjacent rooms
3-Miscommunications with external reservation systems:
a-Book a guest in the wrong hotel
b-Book a guest in the wrong city [ex: Pasadena, California versus Pasadena, Texas]
4-Central reservation system failures:
a-Fail to update central reservation system concerning room availability or to communicate rate
changes in real time
b-Delays in communicating reservation requests
c-Equipment used may become technologically obsolete or inoperable
Overbooking
One of the central concepts in Revenue Management is overbooking.The practice of overbooking can
be defined as confirming more reservations than the hotels available physical capacity to provide the
service.Hence,the objective of overbooking is to improve the expected profit and instead of selling
each room once,profit can be increased by selling it several times.
In terms of the hospitality industry,the profitability of hotels is largely dependent on their utilization of
capacity.Conversely,demand for rooms and extensions of stay are very unstable and are hard to
predict.Hoteliers are challenged by how to determine the occupation of rooms for customers who are
financially unequal and meanwhile maintain a stable rate of demand given the hard to predict
circumstanc.This is all possible utilizing overbooking,which enables proper allocation of resources
and optimization of sales.
However,maximizing the number of sold rooms per night cannot be easily accomplished.One of the
most challenging tasks of the hotel operation management is to deal with the unpredictable nature of
the customers, because not all booked reservations will turn into real service consumption.To this end
overbooking may entail a company from the hospitality industry not being able to serve all its
customers properly because of lower number of initially expected people that do not appear as agreed.
In this respect,overbooking may have both positive and negative impact.On the one hand,it may result
in refusal to provide a service,but on the other,it can also take the form of compensation for those
bookers,who cannot received the value package they have agreed on and paid for.
Therefore hotels adopt overbooking in order to protect against losses with no-shows and to offset the
effect of cancellations and shortened stays.
Impacts of overbooking on hotels operation management

21

Apart from the opportunity of the hotel to minimize the effect of reservation uncertainties there are
possibilities the number of cancellations and no shows to be less then the number of overbookings,
then some of the clients will not be accommodated and should be walked to other hotels.
Thus, if a hotel decides to employ overbooking in its operations it should manages carefully not only
the opportunity cost of the unsold room but also the overbooking costs for alternative hotel
accommodation and transportation that the hotel has to pay in order to compensate a customer in case
of overbooking.
Besides the evident financial costs occurring in case of walking a guest having already booked,costs
the lost hotels goodwill and reputation and the risks of dissatisfaction,loss of trust,loss of future
customer loyalty are much more expensive for the hotel.
Overbooking Control:
Encompasses sales of rooms exceeding the maximum available number of rooms to offset for no
shows and cancellations. However, there are some risks associated with overbooking as it may result
in grievances from unsatisfied customers who have received an inappropriate room. In such cases
hoteliers offer compensations and fringe benefits .According to Vinod (1992) Revenue Management
can bring 20% of the total revenues.
Forecasting
Forecasting Room Availability
Forecasting room availability is forecasting the number of rooms available for sale on any future
date.This type of forecasting helps manage the reservation process,guides the front office staff for an
effective rooms management and can be used as an occupancy forecast,which is,further,useful in
attempting to schedule the necessary number of employees for an expected volume of business.
In order to forecasting room availability,the following data are needed;
-Number of expected room arrivals
-Number of expected room walk-ins
- Number of expected room stayovers
- Number of expected room no-shows
- Number of expected room cancellation
- Number of expected room understays
- Number of expected room check-outs
- Number of expected room overstays
Forecast Formula
22

Total number of guest rooms
-Number of out of order rooms
-Number of stayovers rooms
-Number of reserved rooms
+Number of no-show rooms
+Number of cancellation rooms
+Number of check-out rooms
+Number of understay rooms
-Number of overstay rooms
=Number of rooms available for sale
Forecast Sales Example
Product
Standart room
View room
Premier room
Standart room
View room
Premier room
Standart room
View room
Premier room
Resort Entity
Tahoe
Tahoe
Tahoe
Tahoe
Tahoe
Tahoe
Tahoe
Tahoe
Tahoe
Month
Jan
Jan
Jan
Feb
Feb
Feb
Mar
Mar
Mar
Occ_Rate
90%
87%
80%
92%
87%
77%
87%
83%
75%
Forecast Sales
65,705
69,231
50,400
67,166
69,231
49,510
63,515
66,048
47,250
Farecast Sales = ((Units * Occ_Rate) * Price/Unit)* 30 days.

Hospitality Distribution Channels
In hospitality,particularly in the lodging industry,the traditional main distribution channels were the
call center and the travel agencies.Over time, other channels were created.For the most part,these new
channels acted as intermediaries between the property and the global distribution system (GDS)/travel
agent.The advent of the Internet led to profound changes in hospitality distribution.New business
models were created,as well as online-based reservations networks,which allowed worldwide exposure
to products while avoiding intermediaries such as the GDSs.For detail on this important and complex
matter in todays hospitality environment see the section on Internet Channels.An overview of the
various channels is presented next.
Call center
This is a central location phone bank,also called central reservation office (CRO).In its simplest form,
it consists of a telephone and a reservation agent.Generally,call centers have the ability to place
multiple reservations at the same time through central computer reservation systems(CRSs),usually
through an 800 number.Hotel companies may have call centers that serve many different properties
within the corporation.Airlines and car rental companies usually have one centralized call center in
23

each of the different countries where they operate,all interlinked through the CRSs.Centralized call
centers have the advantage of providing consistent service and decreasing the companys costs,such as
management and training.Multi-branded companies, however,may have different call centers and, in
some cases,different CRSs within their system, mostly due to mergers and acquisitions.
The term CRS reservations is sometimes used to refer to the reservations originating from the call
center,even though the CRS serves as an intermediary between most other channels and the property
management system.There are companies that provide third party call centers,which may handle all
incoming calls or overflowing calls in periods of high demand. They may also provide central
reservation
services
for
companies
that
do
not
have
their
own
CRS.
These are technologies that allow worldwide realtime distribution.A global distribution system (GDS)
contains a database with information on travel products(air, hotel,rental car, etc.),such as
schedules,prices,availability, and descriptions.Users are able to access information as well as book
and/or purchase the hospitality products.As explained by Burns (2000),The GDS originated as private
networks listing only air flights for use by travel agents.In the . . . years since their inception,they have
grown to serve a worldwide clientele who use nearly 500,000 access points with a full array of travel
services.The four major GDS systems are Sabre,Galileo/Apollo,Amadeus, and Worldspan.Those
systems, however,were built on older technological platforms and do not interface directly with most
property management systems (PMSs).Intermediaries, the switching companies,provide interfaces
between the suppliers and the GDSs.The supplier pays fees per reservation to a GDS and to the
switching companies.Because accessing information from a GDS requires a physical GDS terminal
and specific training in codes and search techniques,the GDSs are usually used by travel agents and
not by the end consumer.Some operators used the term GDS to refer to the travel agents,mostly
because they used to be the main users of the GDSs.
Travel agents
Travel agents act as intermediaries between the customer and the supplier.The role of the travel agent
is to provide information to the customer as well as to effectuate the booking and purchase of the
hospitality product.Examples of travel agents are Carlson Travel,Thomas Cook,and
International Leisure Corporation.They access rates and place reservations in a variety of ways.The
most common is through a global distribution system (GDS).Travel agents may also contact a property
directly,through wholesalers,or by accessing the Internet. The traditional travel agents are also referred
to as brickand- mortar travel agents.Travel agents typically work on commission,i.e.,they sell rooms
at a negotiated rate or at the prevailing rate,and receive a percentage of the sale from the suppliers.
Meeting planners,group TA,corporate TA
Meeting planners and group travel agents,also simply called third parties or third party meeting
planners,are companies that specialize in providing business travel services,such as meeting
planning,incentive travel,andconvention services.Their roles may overlap,but generally these third
parties prescreen hotels,negotiate rates,and organize events,working with travel agents or acting as
specialized travel agents in order to cater to corporate group travel needs.Examples of third parties are
Carlson Marketing Group,PGI HRT,and Krisam.Corporate travel agents perform similar roles,but they
are part of a corporation American and attend exclusively to the corporation needs.
These agencies promote tourism in certain geographic areas.They may be sponsored by the state or
24

constitute business associations with the common goal of providing information and promoting travel
in certain regions.Tourist agencies advertise resources,tourist attractions, and help customers to plan
their trips providing maps,guides,and effectuating bookings,generally though destination
management systems (DMSs).They are usually located either in strategic target markets or in entrance
or strategic points.
Tour operators and wholesalers
According to Lewis and Chambers (1999),tour operators and wholesalers differ from the previous
channels in that they take nominal possession, or secure an allotment, of the suppliers inventory to sell
to the public.Wholesalers,also called consolidators,can often negotiate for deeply discounted rates
because they buy large volumes or have access to a surplus inventory of deeply discounted tickets and
hotel rooms that they are free to sell at slightly marked-up prices.Their advance purchase agreements
for hotel rooms also mean that consolidators are often able to provide inventory when other resources
list products as sold out.The wholesalers obtain rates and availability directly from the supplier and
create packages with different accommodation and transportation options,such as airlines,cruise
lines,railroads,car rentals,and bus companies,which are sold directly to the consumer or through travel
agents.Examples of wholesalers are America West, GoGo Tours, and Mark Travel.Tour operators offer
discounted packages,which may include meals and tours,and may specialize in certain markets or
destinations.Motorcoach tours are typical tour operator products.The Japanese Tourist Bureau ( JTB)
is an example of a tour operator.
Representation companies
These companies act as sales organizations,representing hotels through their sales force,the
representatives,in regional offices located in different geographical areas Representation companies
eliminate the suppliers need for establishing sales offices in certain markets. European Hotels
Representation and David Green Organization are examples of representation companies.A special
case of representatives are the junket reps, individuals who have a casino clientele and work
with casinos that are promoting gambling trips.Junket reps are particularly active in international
markets.
Internet channels
These channels involve the online dispersal and purchase of travel products,and include Internet
counterparts of the traditional channels.These companies interact with the customer in different
ways,forming complex and dynamic distribution arrangements.The online reservation environment
has two major players:hotel companies and third party travel companies.Most dot-commers currently
use the so-called merchant model, which consists of a certain mark-up over rates to sell rooms in lieu
of commissions and fixed fees used in traditional GDS-based channels.Internet channels also use
innovative sales strategies,such as name your own price auctions and opaque models.For further
details see Internet Channels.
Property Management System
What is a property management system?
A property management system is software used to automate the operations of a hotel.It is the hub of a
property's operations-processing reservations, check-ins and check-outs.It keeps track of how many
rooms you have left to sell and at what rate. It handles front office accounting, marketing as well as
interfacing to other systems such as phone,reservations,restaurant and pay-per-view movies.
25
AutoClerk's and Lodgical Solution's hotel management systems are thoughtfully designed to help you
meet daily challenges of operating your hotel or hotel chain.We give you the powerful technological
tools you need to help make informed decisions about every aspect of your organization,resulting in
lower costs, better guest services, more accurate inventory,and best of all,a better experience for your
guest.
Property Management Systems in Hotel
Physical Structure and Positioning of the Front Desk
This project shows the layout of a computerized front Office,While manual equipment is still being
used in some independent properties,the computerized system has become the system of choice,
primarily because of the needs of guests,management,and owners.
Guest First Impression
The front desk has always held a pivotal position of importance in the lodging operation.It is one of
the best points of contact with the guest,and,as such,its ambience sets the tone for the hotel.Neatness
orderliness,attractiveness,quality,and professionalism are just a few of the impressions that the front
desk should convey to a guest.The guest wants to feel important,safe,and in the hands of professionals.
The impression the physical layout of the desk creates will assist the front office in creating a positive
image for the operation.Providing hospitality to the guest and promoting in-house sales are of great
importance to the continued nancial success of the operation.To provide an environment for these
objectives to be met,a well-planned physical arrangement of the front desk is important.
The layout of computerized equipment centers on guest service and employee efficiency
8
1
1
3
1.Monitor and Screen
6.Time Clock
2.Cash Drawer
7.Call Accounting
3.Folio Bucket
8. Emergency Mgmt./Security
4.Printer
9.Display Panel
5.Key Drawer
Creating a Balance between Guest Flow and Employee Work
26

Equipment
The front desk should be positioned so that it accommodates the guest while enabling employees to
work efficiently.Guests who wait in line for ten minutes only to be told they are in the wrong line will
have a negative impression.Likewise,a desk clerk who has to wait to use a printer or share a computer
terminal will not be as efficient as possible.As you become familiar with the practice of processing
guests at the front desk,you will see how easy it is to plan a layout of the physical equipment needed.
Guest safety
The main entrance of the building and the location of the elevator usually determine the position of the
front desk.The front desk clerk and the night auditor must be able to see anyone who enters the
hotel,to ensure a safe environment for the guest.
Positioning the front desk on the same side as the main entrance and the elevator is not recommended.
Figure 4-2 shows a few arrangements that allow entrances to be monitored.In all three settings,the
front desk clerk has a view of who is coming into the hotel.
Selecting a Property Mnagement System
This section focuses on the components that should be included when deciding to adopt a PMS.The
decision-making process begins with understanding the importance of a needs analysis performed by a
team of front-line staff members.The needs analysis should focus on the flow of the guests through the
hotel and interdepartmental communication needs.A review of administrative paperwork produced by
management in all areas of the hotel is also a consideration.After management has gathered relevant
data concerning operational needs,it must objectively determine whether a computer will help improve
guest service.Other important concepts covered here include software selection considerations and
computer hardware terminology.A review of how people interact with computers and how a hotel must
make provisions while hardware is being installed is also offered.The importance of computer training
and planning a backup power source for continued computer operation is reviewed.The often
overlooked maintenance agreement and the important financial payback complete the discussion of
selecting a PMS.
Importance of a Needs Analysis
Selecting new equipment for a hotel property is best done after a needs analysis is performed.A needs
analysis indicates the flow of information and services of a specific property to determine whether the
new equipmentin this case,computerscanimprove the flow.The bottlenecks that occur at
registration or the lack of information from the housekeeping department on the occupancy status of a
room can be alleviated by the use of computers at the front desk.Only after the completion of an
operational flow analysis can computer applications be developed to improve the situation.
The importance of needs analysis can be most clearly seen when you consider what can go wrong if
such an analysis is not made.The first area of concern for property owners and managers is cost,both
initially and over the long term.As the technology has evolved and the equipment become more
common,the cost of computerizing a hotel has decreased and the payback period has shortened.
However,even with these lower costs,installing and operating a PMS is not inexpensive,and the cost of
installing and operating a system that does not meet the specific needs of a particular property is
exorbitant.
A system that works well for one downtown hotel may not meet the needs of a downtown hotel in
another city or of a motel in the same area.All the technological gadgetry in the world will not impress
27

a guest if the equipment fails to deliver service.The system must meet the needs of the staff as well as
the guests.An inappropriate PMS will produced control reports that are not useful to management;the
functions of such software therefore are limited,and the cost of the system exceeds its value.For
example,a hotel owner who believes that a PMS will speed registrations and decides to purchase a
system that does not allow housekeeping staff to input room status from the guest room phone will be
disappointed.
Procedure for Performing a Needs Analysis
The following list shows the procedure for performing a needs analysis.
1. Select a team to analyze needs.
2. Analyze guests through the lodging property.
-Reservations
-Registration
-Guest accounting
-Checkout
-Night audit
-Guest history
3. Analyze the information from other departments to the front office.
4. Analyze the administrative paperwork produced in other departments.
5. Review the information gathered in steps 2, 3, and 4.
6. Evaluate the needs that have been identifiedsuch as control reports,communication,and
administrative paperwork produced in other departmentsin terms of importance.
7. Combine needs to determine desired applications.
Property Management Systems
Marketing and Sales
Night Audit
Accounting
Human Resources Man.
Reservation
Front Desk
Call Accounting
Housekeeping
Maintenance
Food and Beverage
-Client,Direct mail,Meeting room information est history,Travel

agent
-Room and tax posting ,Various operational reports
-Accounts payable,Payroll,Accounts receivable,Profit-and-loss
statement,General ledger,Balance sheet
-Personnel les,Time and attendance,Electronic mail
-Room availability,Yield management
-Check-in,Guest credit audit,Room status,Advancedeposits,Postings
to guest accounts,Cashier
-Guest information,Phone call posting
-Room status
-Work orders
-Point-of-sale,Inventory,Menu portability,Recipes
Service Quality
28

Service quality is the result of the comparison that customers make between their expectations about a
service and their perception of the way the service has been performed.A number of experts define
service quality differently.
Parasuraman et al.(1985) define it as the differences between customers,expectation of servicesand
their perceived service. If the expectation is greater than the service performance, perceivedquality is
less than satisfactory and hence,customer dissatisfaction occurs.Lewis and Mitchell(1990),Dotchin and
Oakland (1994),and Asubonteng et al.(1996) define service quality as the extent to which a
service meets customers,need and expectation.
SERVQUAL DIMENSIONS
Previously, Parasuraman et al.(1985) identify ten determinants for measuring service qualitywhich are
tangibility,reliability,responsiveness,communication,access,competence,courtesy,credibility,security,an
d understanding/knowledge of customers.Later these ten dimensions were further purified and
developed into five dimensions i.e.tangibility, reliability,responsiveness,assurance and empathy to
measure service quality,SERVQUAL (Parasuraman et al., 1988).These five dimensions identified as
follows:
Tangibility
The physical evidence of front office staff is including a personality and appearance
of personnel,tools,and equipment used to provide the service.For example,some hotel chains
(e.g.Hilton,Mandarin,Sheraton,and Hyatt) consciously ensure that their properties are conformed
toglobal standards of facilities wherever they are located(Nankervis, 1995). However,theresearcher,in
this study,is focusing on how welldressed the front office staff are.
Reliability
The ability involves performing the promised service dependably and accurately.It includes doing it
right the first time,which is one of the most important servicecomponents for customers.Reliability
also extends to provide services when promised andmaintain error-free records.The following
examples present the reliability factor.
Responsiveness
The front office staffs are willing to help customers and provide prompt service to customerssuch as
quick service,professionalism in handling and recovering from mistakes.It has been saidthat .Today
luxury is time1.Consequently,service providers,ability to provide services in atimely manner is a
critical component of service quality for many guests.
Assurance
Assurance refers to the knowledge and courtesy of employees and their ability to convey trustand
confidence including competence,courtesy,credibility and security.
-Competence means possession of the required skills and knowledge to perform the services.
Itinvolves knowledge and skill of the contact personnel,knowledge and skill of operational support
personnel,research capability of the organization.
-Courtesy involves politeness,respect,consideration,and friendliness of contact personnel.
29

-Credibility involves trust worthiness,believability,honesty;it involves having the customer best
interest at heart.Contributing to credibility is company reputation, personal characteristics of the
contact personnel.The degree of hard sell involved in interaction with the customer.
-Security refers to the freedom from danger,risk or doubt. It involves physical safety, financialsecurity
and confidentiality.
Empathy
Empathy refers to the provision of caring and individualized attention to customers includingaccess,
communication and understanding the customers.
-Access involves approach,ability and ease of contact.It means the service is easily accessible by
telephone;waiting time to receive service is not extensive,hours of operation are convenientand
location of service facility is convenient.
-Communication means keeping customers informed in language they can understand.It means
listening to customers,adjusting its language for different consumers and speaking simplyand plainly
with a novice.It also involves explaining the service itself, explaining how much theservice will
cost,and assuring the customer that a problem will be handled.
-Understanding the customers means making the effort to understand the customers need. Itincludes
learning the customers specific requirements,providing individualized attention,recognizing the
regular custom.
Effective Interdepartmental Communications in Hotel
Role of the Front Office in Interdepartmental Communications
The front office plays a pivotal role in delivering hospitality to guests.It sets the stage for a pleasant or
an unpleasant visit.Guests,often in an unfamiliar setting and anxious to proceed with their business or
vacation plans, are eager to learn the who, what,when,where,and how of their new environment.These
employees are believed to have their manager on the pulse of the organization and the
community.Their responses to the guests requests for information on public transportation, location of
hotel facilities, special events in the community,and the like indicate how well the hotel has prepared
the front office staff for this important role.Front office managers must take an active role in gathering
information that will be of interest to guests.They must also be active in developing procedures for the
front office to disburse this information.The relationships the front office manager develops with the
other department directors and their employees are vital to gathering information for
guests.Developing positive personal relationships is part of the communication process,but it cannot
be relied on to ensure that accurate and current information has been relayed. How does the front
office manager encourage effective interdepartmental communication (communication between
departments)?This chapter provides some background for you as you begin your professional career.It
is also important to note that intradepartmental communication (communication inside a department)is
applicable to this discussion.
The front office is at the center of this diagram to illustrate the many interdepartmental lines of
communication that exist.These lines are based on the direction each department has been given to
provide hospitality in the form of clean rooms,properly operating equipment,safe environment,wellprepared food and beverages,efficient table service, professional organization and delivery of service
for a scheduled function as well as accurate accounting of guest charges,and the like.These general
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objectives help department directors organize their operations and meet the overall goal of delivering
professional hospitality.However,in reality, it requires constant effort to manage the details of
employees,materials,procedures,and communication skills to produce acceptable products andservices.
Front Office Interaction with Other Departments in the Hotel
The front office staff interacts with all departments of the hotel, including marketing and
sales,housekeeping,food
and
beverage,banquet,controller,maintenance,security,and
human
resources.These departments view the front office as a communication liaison in providing guest
services.Each of the departments has a unique communication link with the front office staff.
Marketing and Sales Department
The marketing and sales department relies on the front office to provide data on guest histories,details
concerning each guests visit.Some of the information gathered is based on zip code, frequency of
visits, corporate affiliation, special needs, and reservations for sleeping rooms.It is also the front
offices job to make a good .impression on the public,to relay messages,and to meet the requests of
guests who are using the hotel for meetings, seminars, and banquets.The guest history is a valuable
resource for marketing and sales,which use the guest registration information to target marketing
campaigns, develop promotions,prepare mailing labels,and select appropriate advertising media.The
front office staff must make every effort to keep this database current and accurate.The process of
completing the booking of a special function (such as a wedding reception,convention,or
seminar)depends on the availability of sleeping rooms for guests.The marketing and sales executives
may have to check the lists of available rooms three,six,or even twelve months in the future to be sure
the hotel can accommodate the expected number of guests.A database of available rooms is
maintained in the property management system by the front office.A guest contact with the marketing
and sales department is usually through the hotels switchboard.A competent switchboard operator
who is friendly and knowledgeable about hotel operations and personnel will make a good
impression,conveying to the prospective client that this hotel is competent.When the guest finally
arrives for the function and contact with the hotel is usually through the front office staff.The front
office manager who makes the effort to determine which banquet supervisor is in charge and
communicates that information to the desk clerk on duty demonstrates to the public that this hotel is
dedicated to providing hospitality.
Housekeeping Department
Housekeeping and the front office communicate with each other about housekeeping room status, the
report on the availability of the rooms for immediate guest occupancy.Housekeeping room status can
be described in the following communication terms:
-Available Clean,or Readyroom is ready to be occupied
-Occupiedguest or guests are already occupying a room
-Stay overguest will not be checking out of a room on the current day
-Dirty or On-Changeguest has checked out of the room,but the housekeeping staff has not released
the room for occupancy
-Out-of-Orderroom is not available for occupancy because of a mechanical malfunction
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Housekeeping and the front office also communicate on the details of potential house keeping count (a
report of the number of guests registered in the hotel),security concerns,and requests for amenities
(personal toiletry items such as shampoo,toothpaste,mouthwash,and electrical equipment)These issues
are of immediate concern to the guest as well as to supervisors in the hotel.
Reporting of room status is handled on a face-to-face basis in a hotel that does not use a property
management system (PMS).The bihourly or hourly visits of the housekeeper to the front desk clerk
are a familiar scene in such a hotel.The official reporting of room status at the end of the day is
accomplished with a housekeepers room reporta report prepared by the housekeeper that lists the
guest room occupancy status as vacant, occupied, or out-of-order.Sometimes even regular reporting of
room status is not adequate, as guests may be anxiously awaiting the opportunity to occupy a room.On
these occasions,the front desk clerk will have to telephone the floor supervisor to determine when the
servicing of a room will be completed.The housekeeper relies on the room sales projectionsa
weekly report prepared and distributed by the front office manager that indicates the number of
departures,arrivals,walk-ins,stopovers,and no-showsto schedule employees.Timely distribution of
the room sales projections assists the executive housekeeper in planning employee personal leaves and
vacation days.
The front desk also relies on housekeeping personnel to report any unusual circumstances that may
indicate a violation of security for the guests.For example,if a maid or houseman notices obviously no
registered guests on a floor,are exit that has been propped open,or sounds of a domestic disturbance in
a guest room,he or she must report these potential security violations to the front office.The front
office staff,in turn,will relay the problem to the proper in-house or civil authority.The front office
manager may want to direct the front desk clerks and switchboard operators to call floor supervisors
on a regular basis to check activity on the guest doors.
Guest requests for additional or special amenities and guest room supplies may be initiated at the front
desk.The prompt relay of requests for extra blankets,towels,soap,and shampoo to housekeeping is
essential.This is hospitality at its best.
F&B Department
Communication between the food and beverage department and the front office is also essential. Some
of this communication is conveyed by relaying messages and providing accurate information on
transfers, which are forms used to communicate a charge to a guests account.Communication
activities also include reporting predicted house counts,an estimate of the number of guests expected
to register based on previous occupancy activities,and processing requests for paid-outs,forms used to
indicate the amounts of monies paid out of the cashiers drawer on behalf of a guest or an employee of
the hotel.These vital services help an overworked food and beverage manager,restaurant manager,or
banquet captain meet the demands of the public.Incoming messages for the food and beverage
manager and executive chef from vendors and other industry representatives are important to the
business operation of the food and beverage department.If the switchboard operator is given
instructions on screening callers (such as times when the executive chef cannot be disturbed because
of a busy workload or staff meetings,or vendors in whom the chef is not interested),the important
messages will receive top priority.
In a hotel that has point-of-sale terminals,computerized cash registers that interface with a property
management system,information on guest charges is automatically posted to a guests folio,his or her
record of charges and payments.When a hotel does not have point-of-sale terminals that interface with
PMS point-of-sale terminals, the desk clerk is responsible for posting accurate charges on the guest
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folio and relies on transfer slips.In addition,the night auditors job is made easier if the transfer slip is
accurately prepared and posted.The front office manager should work with the food and beverage
director in developing standard operating procedures and methods to complete the transfer of
charges.The supervisors in the food and beverage department rely on the predicted house count
prepared by the front office manager to schedule employees and predict sales.For example,the
restaurant supervisor working the breakfast shift will want to know how many guests will be in the
hotel so he or she can determine how many servers to schedule for breakfast service. Timely and
accurate preparation of this communication tool assists in staffing control and sales
predictions.Authorized members of the food and beverage department will occasionally ask the front
office for cash, in the form of a paid-out, to purchase last-minute items for a banquet,the lounge,or the
restaurant or to take advantage of other unplanned opportunities to promote hospitality. Specific
guidelines concerning cash limits,turnaround time,prior approval,authorized signatures,and the general
manager and front office manager develop purchase receipts.These guidelines help to maintain control
of paid-outs.
Housekeeping Department
The Housekeeping Department is one of the busiest sections in the hotel as far as the variety of
functions performed,and number of staff working.It is usually situated at the laundry room or any
other convenient place close to Housekeeping Supplies.The Housekeeping Department is responsible
for:
-Neatness and Cleanliness of all guest rooms and most public areas
-Maintenance of recycled and non-recycled cleaning inventories
Some of the above mentioned functions might however be leased to a concessionaire.In this case,hotel
shall still have a housekeeping department but to a minimum number of staff!The Housekeeping
Department is headed by an Executive Housekeeper (sometimes referred to as Housekeeping
Manager).
The procedure of cleaning guest rooms by the housekeeping department can be summarized in the
following way:
1-Checkout clerk (or cashier) contacts the Housekeeping Department that a room became vacant and
needs cleaning!
2-Housekeeping Department updates the room status from occupied to on-change and sends a room
maid to clean the room
3-Room maid cleans the room and contacts the housekeeping department back about the latest status
and condition of the room (especially for out-of-order and out-of-service!)
4-If the room is Out Of Order for any reason (i.e.Room is extensively dirty,or needs repair!),then the
Housekeeping Department deducts that room from those available for sale,until either scheduled to be
extensively cleaned or post to the confirmation from the Maintenance Department that the deficiency
was repaired!
5-Housekeeping Department sends their inspectors to check whether the stated room has been cleaned
to the hotel standards or not!
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6-If the room is cleaned to hotels standards,the Housekeeping Department shall update the room
status from On-Change to Clean and Available for Sale and communicate this to the Front Office
Department!
7-If the room is not cleaned to hotel standards, inspectors communicate to the Housekeeping
Department that the room shall be cleaned again!
Relationship Between Housekeeping and Other Departments
F&B
SECURITY
STORES
FRONT OFFICE
HOUSEKEEPING
PERSONNEL
ENGINEERING
LAUNDRY
PURCHASE
Personnel
Housekeeping co-ordinates with the Personnel Department for the recruitment of housekeeping staff,
salary administration,indiscipline,grievance procedures,identity cards for staff,induction,
transfers,promotions and exit formalities.
Purchase
The Purchase Department procures out-of-stock items for Housekeeping such as guest supplies kept in
rooms,stationery,linen of various types,detergents,etc
Engineering
The Housekeeping Department and the Engineering Department literally control about 90% of the
energy consumed in a hotel.The two departments can create a synergetic effect to increase operational
efficiency and better control of energy consumption.A close co-ordination is necessary with
Engineering which actually carries out the task of fixing out-of-order furniture and fixtures.As
Housekeeping personnel are constantly spread throughout the hotel,checking on various things,they
originate maintenance orders for the Engineering Department to attend to.The maintenance orders
could cover a number of duties such as fused bulbs,broken furniture,plumbing not functioning in guest
rooms or public bathrooms,air-conditioning not working,broken fixtures,etc.To be able to clear a
34

room for sale to the Front Office,it is necessary that all malfunctioning items in a guest room are
attended to promptly by Engineering.Hence close co-ordination / co-operation is necessary.
Housekeeping would also hand over rooms to Engineering for major repairs or renovation.The latest
trend among both large and small hotels is to have one manager in charge of both engineering and
housekeeping.
Laundry
This is a department that can enhance the quality of housekeeping services.The responsibility of
laundry to housekeeping is two-fold:
-To wash and dry clean linen and staff uniforms to a very high standard of cleanliness.
-To supply clean uniforms and linen to Housekeeping on time.
Housekeeping has to ensure that clean linen is issued to guest rooms,restaurants,health clubs, etc.as
this directly reflects the quality and image of the establishment.If these are not received on time from
the laundry,rooms would not be ready or restaurants would not open,etc.The coordination becomes
crucial in view of the large volume of linen and uniforms that is involved.
F&B
The restaurants and banquets constantly require clean table clothes,napkins,etc.Their staff,as well as
those in the kitchen,require clean uniforms- the former because they are in guest contact and the latter
due to strict standards of hygiene required in the kitchens by most governments.
Security
The guest room is the most private place and a hotel goes to great lengths to ensure guest privacy and
security.However,a guest can take advantage of this privacy by gambling,smuggling,etc.
Housekeeping has to be alert to these goin on and seek the security departments intervention,if
necessary.
Stores
Larger hotels have a House-keeping Store that stocks housekeeping linen and supplies
independently.Smaller hotels may stock them in the general store except for linen which should be
issued to the housekeeping department.The coordination with the stores would ensure the availability
of day-to-day requirements for housekeeping.
Front Office
The main two important areas where collaboration is vital between the Housekeeping and Front Office
Department are listed below:
1-Have always clean rooms for expected arrivals and stayovers
2-Satisfy special guest needs as far as amenities and facilities requested in their rooms are concerned
1-Cleaning and Inspection Process:
The Room Status for each room determines how much effort,time,labor,and hence scheduled staff is
needed by the Housekeeping Department on any shift.
35

The Housekeeping Department shall first clean rooms for expected arrivals first,then stayover rooms
and eventually vacant rooms!The reason is that rooms for new arrivals takes more time to be cleaned
to hotel standards again and that guests might come any time to request their rooms even before the
pre-determined beginning of check-in time!
Thats why;the Housekeeping Department shall be communicated from the reservation department on
a daily basis Expected Arrival,Stayover,and Departure Lists to be able to schedule the optimum
number of room maids and inspectors for the expected business volume!
Moreover,bearing in mind the cleaning procedure of guest rooms explained above,there should be a
communication between the Front Office Department and Housekeeping Department to be able to
communicate the recent room status of each room!This communication is vital because nobody would
like to make a guest wait in the lobby because his/her room is not yet clean or due to the fact that the
Housekeeping Department did not communicate on real time the status to the Front Office!Lastly,the
Housekeeping Department shall ensure that every room maid shall use efficiently most of his valuable
time in cleaning not in going back and forth in the corridors!
Yet, since some hotels might operate under the manual or Semi-automated systems,some delays and
hence,problems might occur!To illustrate,lets consider the guest room cleaning process along with the
different operating modes under which a hotel might operate:
a-Manual System:
Under this very system,due to the fact that room maids shall first clean rooms for new arrival,then
stayover rooms and at last vacant rooms,these very cleaning personnel have two ways to do it:
-Post to cleaning each room,go to the Housekeeping Department,inform them about the status and then
come back to clean the next room.This would solve the potential problem that a guest might be
waiting for a clean room due to a communication of the housekeeping department not in real tome!
However this would decrease the number of rooms cleaned and inspected by room maids and
inspectors,which would mean higher housekeeping labor costs!
-Post to cleaning certain category of rooms, and/or all rooms, room maids inform the Housekeeping
Department,and then inspectors would inspect all rooms,at the same time,inform the department about
the recent statuses!!This would increase maids and inspectors efficiency but would cause guests
waiting in the lobby to be escorted to their rooms!
b-Semi-automated System:
Under this very system,room maids and inspectors might use either a phone machine situated at the
center of each corridor,or pagers and beepers to communicate the recent room status.This proved to be
efficient as to minimize labor cost and the time that a guest spends on the lobby waiting to be escorted
to his/her room! However,this might create some problems:
-Upon the usage of beepers,the Housekeeping Department doesnt know exactly which room is
cleaned or inspected,therefore will spend needless time to be certain which would put more stress on
Check-in personnel to convince a waiting guest in the lobby area!
-Guests tend to be both not at ease and dissatisfied seeing hotel personnel in their rooms using pagers
and might think that something wrong happened in their rooms!
36

c-Fully Automated System
This is the best system,which eliminates nearly all time losses spent by room maids and inspectors,to
inform the Housekeeping Department and the time needed to be spent needlessly at the lobby area!
Under this very system,each room maid and inspector, prior to the fulfillment of his or her duties in
the room,can send a coded message from the guests room telephone to the Housekeeping Department.
Later an electronic message can be send automatically to check-in personnel confirming that the room
is cleaned to standards and waiting for the next arrival!
2. Room Status Report:
The Front Office and the Housekeeping Department shall prepare at the same time,as frequent as
needed by management,their room status reports, which lists,according to each department,the recent
room status of each room in the hotel.Later,these two reports shall be cross-referenced and compared
to detect room status discrepancies and correct them as soon as possible in order to maximize room
revenue,detect skippers before it is too late
In the manual systemroom status reports shall be reconciled at least each hour.This very frequency
might increase as the business volume increases (i.e.in the high season)!
In the semi-automated system,reconciliation shall be at least once per shift (preferably at the beginning
of each shift)!
Lastly under the fully automated system,since housekeeping and front office departments
communication is ensured electronically on real time,reconciliation needs to be done only at the night
shift by the night auditor!
3. Room Guest Needs Satisfaction:
If at the reservation or registration process,guests have communicated certain specific needs related to
certain specific amenities and/or facilities that needed to be provided in the room,then the Front Office
Department shall communicate this directly to the Housekeeping Department or indirectly to the
Concierge who shall further communicate this to the Housekeeping Department and follow up to
ensure the actual provision in a timely and accurate manner!
Importance of Housekeeping
-Housekeeping is the department that deals essentially with cleanliness and all ancillary service
attached to that.
-The standard plays an important role in the reputation of the hotels.One feels comfortable only in the
environment which is clean and well ordered, so cleanliness is important for health foremost also for
well being.
-Accommodation in hotels tend to be the largest part of the hotel,it is the most revenue generating
department,the housekeeping department takes care of all rooms is often largest department in hotels.
-The rooms in hotels are offered as accommodation to travelers/guest as individual units of bedroom.
Some interconnected rooms are also made which will be helpful to the guest and families. Many hotels
offer suits to the guest.
-Hotel offer laundry,dry leaning facilities for guest clothes,shoe polishing facilities also.
37

-Hotel aims to make environment comfortable and offer specialised service to the guest.
-Hotel offer guest the choice of specialty restaurant,coffee shop.The bar also sells liquors which
generate the revenue of the hotel.They are available in banqueting,meeting and private party facilities.
-Revenue can be generated from conferencing,meeting,seminar etc.
-These days shopping arcade also found in hotels.
-A health club is a part of facilities of most large hotels especially resort hotels this also include
swimming pool and spa facilities.
-Hotels try to make the ambiance as pleasant as possible by nice colour scheme,attractive furnishing
and a well kept efficient staff.
-House keeping is the department determine to a large extent whether guests are happy during stay and
in turn mankind they return to the hotel.
-The fine accommodation and service are provided to the guest so they are pleased with the hotel.The
guest satisfaction is its primary object and the hygiene factor must always be present in the hotel.
In hotels major part of revenue comes from rooms,rooms which is not sold on any night losses revenue
forever and reason for poor occupancy can be anything like hygiene factor,cleanliness,lack of
modernizing etc.hence main purpose is to improve whole appeal of the room.A guest spend more time
alone in his room than any other part of the hotel,so he can check up the cleanliness he wishes to as
some of the guest are more health conscious these days.
He may check up dusting,in-depth cleaning and losses confidence if properly not done e.g.If drawers
are not cleaned he may generally won't feel like putting his clothes down.Decent room supplies are
service like quick laundry and dry cleaning service shows guest that hotel is considering his comfort
and wishes to please him. not only this from the cleanliness of lobby, public area,restaurant,
cloakrooms,the state and cleanliness of uniform the guest can judge a lot about hotel.It can be positive
or negative judgement we can conclude that housekeeping department contributes greatly to all guest
impression of the hotel.
Conclusion
38

In this report,room division had analyzed.The major departments in the rooms division are Front
Office and Housekeeping.A few hotel may also include security.Especially,Front Office department
and Housekeeping department had examined thoroughly in this report.
The main purpose of hotel organizations are that increase the rate of room occupancy rate,achive
customer satisfaction and finally get high profit margine.For that,each departments in hotel
organizations are very important to succeed organization.Some departments works for financing goals
of organization(marketing&sales,purchase,banquet etc) and some departments works for customer
satisfaction.But all department has that goals.
Room Division is the most important revenue center for hotel organization.The main goal of hotel
organizations sells room.Other activities like food and beverage are fringe benefits.In this step Front
Office department firstly should sell rooms(up-selling) after that they should sell other departments
products(cross-selling).
Front Office departmant is heart of the hotel organization.Interdepartmental communication is very
important for succees of hotel organization.In this step Front Office department has huge
responsibility.Because Front Office department is focal point for all departments.
On the other hand,Front Office department is very important for customer satisfaction.When customer
comes to hotel,firstly they encourter with Front Office department.It is first impression for them.And
this impression is very important for customer thinks.After this step if customers have a problem,they
call to reception firstly.If they wants to know something about hotel or environment,they ask to
recepcion.For this reasons,Front Office personnel should know duty and responsibilities.They should
know everythink about hotel and environment and they should inform customer.
Housekeeping department the most vital department in a hotel. Housekeeping is the department that
deals essentially with cleanliness and all ancillary service attached to that.Housekeeping departmant
has highest impact on customers.And Cleanliness is the key to success of organization.Because
customers wants clean and tidy room.On the other hand Housekeeping department is largest
department in terms of people.For this reasons Housekeeping department is important for
organizations.
Finally,room division is very important for hotel organizations.So room division managers and
personnels should be experienced,knowledgeable and smiling.First of all they should know human
relationship.If hotel organizations wants to succeed,they should give importance to Front Office
department.
Bibliography
39

http://en.wikipedia.org/wiki/Hotel
http://en.wikipedia.org/wiki/Hospitality_industry
http://www.onecaribbean.org/content/files/hotelcalssification(1).pdf
http://www.hospitalitynet.org/news/4017990.search
http://hotelmule.com/wiki/Front-office-organization
http://www.scribd.com/doc/40467849/The-impact-of-overbooking-on-hotels%E2%80%99-operationmanagement
http://hotelmule.com/wiki/Forecasting-rooms-availability
http://www.slideshare.net/eugenewin/rooms-division-basic-theories-i-rate-set-up-and-forecasting
http://hotel-front-office-operation.blogspot.com/2009/04/historical-developments.html
http://www.ehow.com/about_5059291_hotel-star-rating.html
http://www.ehow.com/about_6361478_hotel-classification-rating-system-europe.html
http://www.ehow.com/about_5449819_different-classification-hotels.html
http://www.scribd.com/doc/38118263/How-the-Front-Office-Department-Maintain-Quality-ofCustomers-Service
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Escola Superior de Turismo e Hotelaria__________________________________________________

Room Division-Accommodatiom Management

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Room Division-Accommodatiom Management

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Room Division-Accommodatiom Management

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Room Division-Accommodatiom Management

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Room Division-Accommodatiom Management

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Room Division-Accommodatiom Management

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Room Division-Accommodatiom Management

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Room Division-Accommodatiom Management

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Room Division-Accommodatiom Management

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Room Division-Accommodatiom Management

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Room Division-Accommodatiom Management

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Room Division-Accommodatiom Management

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Room Division-Accommodatiom Management

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Forecasted no-shows percentage

d) Forecasted understays percentage

7-Equipment Tracking Room Availability:

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-Arrival date and time

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-Applicable currency exchange rates,if quoting rates to an international tourist

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Impacts of overbooking on hotels operation management

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Room Division-Accommodatiom Management

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Farecast Sales = ((Units * Occ_Rate) * Price/Unit)* 30 days.

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1.Monitor and Screen

Creating a Balance between Guest Flow and Employee Work

Room Division-Accommodatiom Management

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-Client,Direct mail,Meeting room information est history,Travel

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Room Division-Accommodatiom Management

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Room Division-Accommodatiom Management

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