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HOTEL OPERATIONS AND MANAGEMENT

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Title: HOTEL OPERATIONS AND MANAGEMENT


1
HOTEL OPERATIONS AND MANAGEMENT DIALOGS BETWEEN
A TRAINER AND A TRAINEE
2
CONTENTS
  • Part 1 Course Introduction
  • Part 2 Review of Hotel Management Theories
  • Part 3 Hotel Organization Chart and Dept.
  • Functions
  • Part 4 Operations and Management of Each Dept.
  • Part 5 How to search for literature via modern
    IT
  • Part 6 How to read English literature
  • Part 7 How to conduct scientific research in
    social
  • science with analytical software

3
Part 1Course IntroductionIntroduction to Nature
of Hotel Industry
  • Objectives
  • Definition of hospitality industry
  • Full Service Vs. Limited Service Hotels
  • Nature of hospitality industry
  • Factors affecting the hospitality industry

4
Part 1Course IntroductionIntroduction to Nature
of Hotel Industry
  • Definition of hospitality industry
  • The hospitality industry is part of a
    large network which includes food services,
    lodging services, recreation services,
    travel-related services, and products provided
    with personal services in conjunction with the
    above industries.

5
Part 1 Course IntroductionIntroduction to
Nature of Hotel Industry
  • Full Service Vs. Limited Service Hotels
  • The one ostensible difference between
    full service and limited service hotels is that
    full service hotels have an attached restaurant,
    while limited service hotels do not. If you dig
    deeper beneath the surface, however, you will
    find much that differentiate the categories.

6
Part 1Course IntroductionIntroduction to Nature
of Hotel Industry
  • Restaurants and Food
  • The defining feature of full service hotels is
    their restaurant. The Hilton Inn's website
    exhibits its upscale dining venues, such as the
    Chandler, AZ location's steakhouse "The Grill" as
    well as an all-day lobby bar and a cafe offering
    coffee and chocolate candy. Even if you'd rather
    stay in your room, full service hotels should
    feature dedicated room service with an extensive
    menu.
  • This doesn't mean limited service hotels never
    offer food to their guests. The Hampton Inn, for
    example, offers complimentary breakfast and
    beverage areas. Not quite a restaurant meal, but
    they serve free toast, coffee and orange juice.

7
Part 1Course IntroductionIntroduction to Nature
of Hotel Industry
  • Services and Amenities
  • As the name might imply, full service hotels
    offer more in services and accommodations. Guests
    can expect 24-hour valet service, dry cleaning,
    heated pools and saunas, well-equipped fitness
    centers, and guaranteed high-speed wireless
    Internet access. The rooms should feature
    high-end furnishings, appliances, and
    top-of-the-line television with premium cable.
  • Limited service hotels have plenty to offer as
    well, but the name also is pretty representative.
    They have pools, which may not be heated and
    guests shouldn't expect a spa. These hotels often
    feature coin laundry rooms and sometimes wireless
    Internet access as well. Sometimes limited
    service hotels will have fitness rooms, but the
    one pictured on the Hampton Inn's website appears
    only to have a couple of treadmills and a single
    weight machine.

8
Part 1Course IntroductionIntroduction to Nature
of Hotel Industry
  • Price
  • As expected, price is where limited service
    hotels have an advantage. For example, a
    one-night stay for two adults at a Days Inn in
    Phoenix might cost 89 with tax, compared to
    155.22 with tax for the Hilton using the same
    criteria.

9
Part 1Course IntroductionIntroduction to Nature
of Hotel Industry
  • III. Nature of hospitality industry
  • Intangible (books, movies, television,
    postcards, songs, photographs, news stories, and
    advertising)
  • Production and consumption at the same time
  • Non-storage
  • Fragile
  • Seasonal
  • Differentiating in service quality

10
Part 1Course IntroductionIntroduction to Nature
of Hotel Industry
  • IV. Factors affecting the hospitality industry
  • Some common factors that have an impact on
    the industries in the hospitality network are
  • External factors
  • Economic climate. The hospitality industry
    usually reacts quickly to the state of the
    economy. Spending on travel and leisure
    activities is often the first item cut from a
    tight budget. Even business travel declines when
    money is scarce. In times of a strong economy
    and bigger budgets, travel and leisure activities
    expand.
  • Socioeconomic trends. Social behavior and
    Lifestyle.

11
Part 1Course IntroductionIntroduction to Nature
of Hotel Industry
  • Psychological motives. Psychographic research
    (that attempts to classify peoples internal
    motives and behavior), basic motives (influence
    everyone and include unlearned needs such as
    thirst, hunger fear, avoidance of pain, etc.),
    secondary motives (are learned needs and include
    achievement, desire of power, and other
    specialized needs ), push/pull theory, Maslows
    hierarchy of needs

12
Part 1Course IntroductionIntroduction to Nature
of Hotel Industry
  • Technological innovations. The use of technology
    has enhanced the production of services by making
    some tasks faster and easier to perform.
    Technology has also enhanced guest comfort and
    safety through inventions such as air
    conditioning and fire alarm systems. It has
    facilitated the ability to travel by increasing
    economic prosperity, leisure time, and the
    efficiency of transportation systems.

13
Part 1Course IntroductionIntroduction to Nature
of Hotel Industry
  • Political events. Violence, terrorism and war,
    health and environmental laws
  • Government regulations. Government require
    licenses, inspections, and certificates, and
    collect taxes and fees.

14
Part 1Course IntroductionIntroduction to Nature
of Hotel Industry
  • Internal factors
  • Money
  • Time
  • Family lifecycle
  • Personal health

15
Part 2 Review of Hotel Management Theories
  • Objectives
  • Theory of customer satisfaction
  • Service theater theory
  • Service value theory based on service profit
    chain
  • Service differentiating theory
  • PROMPT service model

16
Part 2 Review of Hotel Management Theories
  • I. Theory of customer satisfaction

Customer Perception Model
17
Part 2 Review of Hotel Management Theories
  • II. Service theater theory
  • The service is regarded as a play. Grove and
    Fisk propose that service has the components like
    a staged product, such as actors/actresses,
    audience, facilities, front part and back
    station, and performance. Actors and actresses
    (service personnel) are those people who work for
    audience (customers), and facilities (service
    environment) are the place for performances or
    services.

18
Part 2 Review of Hotel Management Theories
  • III. Service value theory based on service profit
    chain

Model of service value theory based on service
profit chain
19
Part 2 Review of Hotel Management Theories
  • IV. Service differentiating theory
  • There are five differentiations which are as
    follows
  • Differentiation between customers perception of
    service assistance and managers perception of
    the service assistance
  • Differentiation between managers perception of
    customers service assistance and service
    standards
  • Differentiation between service standards and
    service delivery
  • Differentiation between service provision and
    external communication
  • Differentiation between customer service
    assistance and customers actual experience.

20
Part 2 Review of Hotel Management Theories
  • V. PROMPT service model

21
Part 3 Hotel Organization Chart and Department
Functions
  • Objectives
  • Department functions
  • Hotel organization chart

22
Part 3 Hotel Organization Chart and Department
Functions
  • Department functions
  • Hotels are organized into large
    divisions and smaller departments, each one
    responsible for a particular function or service
    and at the same time interrelated and dependent
    on each other. The best services for the guests
    and the highest job satisfaction for staff is
    based on clear, prompt communication and genuine
    cooperation amongst employees in all divisions
    and departments. The most upscale hotel may
    attract customers with the latest trend in
    holiday packages but will not have their loyalty
    if Bell Service wasnt notified to take down
    luggage by a room attendant in Housekeeping
    Department

23
Part 3 Hotel Organization Chart and Department
Functions
  • Front Office
  • Department is the most visible to the public
    as it is in direct contact with guests from
    initial greeting to helping make guests stay
    comfortable / enjoyable to settling the bill
    prior to departure.
  • Housekeeping Department
  • Staff clean everywhere, not just guests
    rooms but public areas and back of the house for
    staff only, hidden from guests eyes.

24
Part 3 Hotel Organization Chart and Department
Functions
  • Food and Beverage Department
  • FB includes all food-service operations such as
    restaurants, lounges, bars. Breakfast for one
    tastefully arranged on a tray and taken to a
    guests room is as important as catering to
    hundreds at banquets in conference rooms.

25
Part 3 Hotel Organization Chart and Department
Functions
  • Sales and Marketing
  • S M Department focuses on analyzing the
    marketing plan to reach potential customers, then
    sell and book reservations. Their target is
    usually business groups and key corporate
    clients. The Reservation Section normally belongs
    to S M Department although sometimes it falls
    under Front Office. Its main function is to
    handle reservations by fielding inquiries about
    room rates, room availability and services
    offered. Public Relations (PR) is also under the
    leadership of S M Director. PRs main jobs
    range from making promotional flyers, posters to
    contacting media, its utmost purpose is to let
    the public know about the property and encourage
    use of the services here.

26
Part 3 Hotel Organization Chart and Department
Functions
  • Accounting Department
  • This department tracks all incoming revenue and
    outgoing cash. It balances the books and has
    close communication with the General Manager and
    others with power to decide how money is made and
    spent. Purchasing and Store Room are under the
    direct control of this department, as well as the
    Payroll Master who is responsible for employees
    pay. In some hotels, the Kiosk section (or
    Department Store) is under the management of
    Financial Controller.

27
Part 3 Hotel Organization Chart and Department
Functions
  • Engineering or Maintenance Department
  • The department maintains most of the equipment
    and machinery on the property and keeps it in
    working order.

28
Part 3 Hotel Organization Chart and Department
Functions
  • Security Department
  • Security department addresses concerns ranging
    from handling hazardous waste to securing the
    building against any threats and protecting the
    property / the staff, and their belongings.

29
Part 3 Hotel Organization Chart and Department
Functions
  • Human Resources Department
  • The department oversees all matters relating to
    staff, from recruiting and hiring to setting
    salary ranges and benefits. It develops policies
    for dismissal or retirement, is responsible for
    operations of Staff Canteen, Clinic and Staff
    dormitory. Staff training is supervised by this
    department in some properties.

30
Part 3 Hotel Organization Chart and Department
Functions
  1. Hotel organization chart

31
Part 4 Operations and Management of Each Dept
Chapter 1 Hotel History and Hotel Organization
Chapter 2 Front Office Department
Chapter 3 Housekeeping Department (1)
Chapter 4 Housekeeping Department (2)
Chapter 5 Housekeeping Department (3)
Chapter 6 Food Beverage Department (1)
Chapter 7 Food Beverage Department (2)
32
Part 4 Operations and Management of Each Dept
Chapter 8 Food Beverage Department (3)
Chapter 9 Security Department
Chapter 10 Sales Marketing Department
Chapter 11 Accounting Department
Chapter 12 Engineering Department
Chapter 13 Human Resources Department
Chapter 14 Trends for Hospitality Industry
33
Chapter 1 Hotel History and Hotel Organization
Unit1 Evolution of Hotel Industry
Unit 2 Categories of Hotels
Unit 3 Hotel Outline and Its Organization Chart
34
Chapter 1 Hotel History and Hotel Organization
  • Chapter Objectives
  • Evolution of hotel industry
  • Categories of hotels
  • Basic functions of each department
  • Responsible area for departmental or divisional
    heads and above
  • Hotel organization chart

35
Unit 1 Evolution of Hotel Industry
  • Transportation development

36
Unit 1 Evolution of Hotel Industry
  • Evolution of hotel industry
  • A. First lodging chain in 1769 in North America
  • B. Multi-unit lodging chain in 20th century
  • C. American hotel tycoons
  • Ellsworth Statler
  • Ernest Henderson
  • Conrad Hilton
  • Kenmmons Wilson

37
Unit 1 Evolution of Hotel Industry
  • D. Concept of time-sharing
  • E. Travel and tourism contribution to the
    economic clout in the world

38
Unit 2 Categories of Hotels
  • Hotels classification according to their
    locations
  • Downtown hotel
  • Resort hotel
  • Suburban hotel
  • Motel
  • Airport hotel

39
Unit 2 Categories of Hotels
  • Hotels classification according to their rates
  • Boutique hotel
  • Luxury / deluxe hotel
  • Upscale hotel
  • Mid-tier hotel and motel
  • Economy / limited service hotel

40
Unit 2 Categories of Hotels
  • Hotels classification according to their room
    structure, configuration and facilities
  • All-suite hotel
  • Extended-stay properties / apartment hotel
  • Resorts and time-share properties
  • Inns
  • Casino hotel
  • Cruise ships

41
Unit 3 Hotel Outline and Its Organization Chart
  • Basic functions of each department
  • Front Office
  • Front Desk
  • Concierge
  • Business Center
  • PABX
  • Transportation
  • Kiosk
  • Duty Manager or Assistant Manager
  • Executive floor

42
Unit 3 Hotel Outline and Its Organization Chart
  • Housekeeping
  • Floor
  • Laundry
  • Mini-bar
  • Lost and Found
  • Health Club/Fitness Center etc

43
Unit 3 Hotel Outline and Its Organization Chart
  • Food and Beverage department
  • Outlets
  • Kitchens and etc

44
Unit 3 Hotel Outline and Its Organization Chart
  1. Sales Marketing Department focus on analyzing
    the marketing plan to reach potential customers,
    then sell and book reservations.
  2. Accounting Department tracks all incoming revenue
    and outgoing cash. It balances the books and has
    close communication with the General Manager and
    others with power to decide how money is made and
    spent.

45
Unit 3 Hotel Outline and Its Organization Chart
  1. Engineering or Maintenance Department maintains
    most of the equipment and machinery on the
    property and keeps it in working order.
  2. Security Department addresses concerns ranging
    from handling hazardous (19) waste to securing
    the building against any threats and protecting
    the property / the staff, and their belongings.

46
Unit 3 Hotel Outline and Its Organization Chart
  1. Human Resources Department oversees all matters
    relating to staff, from recruiting and hiring to
    setting salary ranges and benefits.

47
Unit 3 Hotel Outline and Its Organization Chart
  • Responsibilities for departmental or divisional
    heads and above General Manager
  • Resident Manager
  • Executive Housekeeper
  • Front Office Manager
  • Food Beverage Manager
  • Sales and Marketing Director
  • Financial Controller
  • Chief Engineer
  • Chief Security
  • Human Resources Manager

48
Unit 3 Hotel Outline and Its Organization Chart
  1. Hotel organization chart

(See page 17)
49
Chapter 2 Front Office Department
Unit 1 Guest Check-in and Check-out Procedure
Unit 2 Job Descriptions for Concierge Staff and
Working Procedures
Unit 3 Job Descriptions for Business Center
Staff and Working Procedures
Unit 4 Job Descriptions for Operators and
Working Procedures
50
Chapter 2 Front Office Department
  • Chapter Objectives
  • Guest check-in and check-out procedure
  • Job descriptions for concierge staff
  • Working procedures for concierge staff
  • Job descriptions for Business Center staff
  • Working procedures for Business Center staff
  • Job descriptions for Operators
  • Working procedures for Operators

51
Unit 1 Guest Check-in and Check-out Procedure
  1. Check-in procedure

52
(No Transcript)
53
Unit 1 Guest Check-in and Check-out Procedure
  • Long stay guest check-in
  • Block the room in advance
  • Ask Housekeeping Department to prepare welcome
    gifts according to hotel policy
  • Welcome letter with GMs signature
  • Make a room key and ask the bellboy to test it
  • Double check with Housekeeping regarding gifts on
    check-in day
  • Pass the reservation sheet, RC and room key to
    Duty Manager (DM) who will assist the guest with
    check-in when the guest arrives.
  • DM or Front Desk staff will be responsible for
    keying the relevant data into the computer

54
Unit 1 Guest Check-in and Check-out Procedure
  • Registration card
  • The following information is usually
    printed on the RC the guests name, sex, date of
    birth, the valid card no., the detailed address,
    date of arrival and departure, room rate, mode of
    payment etc. The following is the sample of
    Registration Card.

55
Unit 1 Guest Check-in and Check-out Procedure
Surname? Name? Sex?? Surname? Name? Sex?? Surname? Name? Sex??
Nationality?? Date of Birth????? Nationality?? Date of Birth????? Nationality?? Date of Birth?????
Type of Identification???? No. ?? Type of Identification???? No. ?? Type of Identification???? No. ??
Type of Visa???? Validity ??? Yr? Mth.? Day? Type of Visa???? Validity ??? Yr? Mth.? Day? Type of Visa???? Validity ??? Yr? Mth.? Day?
Permanent Address???? Permanent Address???? Permanent Address????
Date of Arrival Date of Departure Room No.?? ???? ???? Date of Arrival Date of Departure Room No.?? ???? ???? Date of Arrival Date of Departure Room No.?? ???? ????
Hosted by???? Purpose of Stay???? Travel?? Business?? Official???? Purpose of Stay???? Travel?? Business?? Official????
Method of Payment Cash?? Credit Card??? ???? Travelers Check???? Company?? Others ?? Method of Payment Cash?? Credit Card??? ???? Travelers Check???? Company?? Others ?? Method of Payment Cash?? Credit Card??? ???? Travelers Check???? Company?? Others ??
Remarks?? Remarks?? Remarks??
The rate is subject to 15 surcharge and any other applicable government tax. Safe box provided at the Front Desk or in the guest room is available for use free of charge. ?????15??????????? ??? ????????????????? The rate is subject to 15 surcharge and any other applicable government tax. Safe box provided at the Front Desk or in the guest room is available for use free of charge. ?????15??????????? ??? ????????????????? Front Desk Staff ????
The rate is subject to 15 surcharge and any other applicable government tax. Safe box provided at the Front Desk or in the guest room is available for use free of charge. ?????15??????????? ??? ????????????????? The rate is subject to 15 surcharge and any other applicable government tax. Safe box provided at the Front Desk or in the guest room is available for use free of charge. ?????15??????????? ??? ????????????????? Guest Signature ????
56
Unit 1 Guest Check-in and Check-out Procedure
  • Welcome card
  • The details such as the guests name,
    room no., date of arrival/ departure, staff on
    duty, room rate are usually printed on the card,
    meanwhile the room key and breakfast coupon are
    also inserted in it.

57
Unit 1 Guest Check-in and Check-out Procedure
  • Check-out procedure
  • Politely ask the guest to return the room key
  • Inform Housekeeping to look in the rooms for
    mini-bar consumption and forgotten items.
  • Present the bill to the guest
  • Write an invoice with information provided by the
    guest
  • Settle the account according to mode of payment
  • Say farewell using the guests name and extend an
    invitation to come again
  • Sort out any checks, credit card slips or cash
  • Settle the account in the computer

58
Unit 1 Guest Check-in and Check-out Procedure
  • Payment authorization form
  • If a guests bill is paid by another
    guest staying in the hotel, confirm with the
    guest who will pay, look at the payment
    authorization form to make sure these previous
    arrangements have been made, print the bill and
    get the paid for guest to sign it. Transfer
    the amount to the paying guests room account in
    the computer.

59
Unit 1 Guest Check-in and Check-out Procedure
  • I, Room No hereby authorize XXX
    hotel to charge / transfer ?????XXX??,????????????
  • All expenses ????
  • Specified expenses such as ??????
  • room charge only ????
  • food beverage only ?????
  • laundry valet only ????????
  • mini-bar items only ??????????
  • telephone charge only ?????
  • others ??

60
Unit 1 Guest Check-in and Check-out Procedure
  • incurred by ??????
  • of Room No.
  • of Room No.
  • of Room No.
  • into my account.
  • I will be responsible for the expenses incurred
    by the above guests.
  • ?????????????????
  • Date and Time
  • ?????
  • Guest Signature
  • ?????

61
Unit 2 Job Descriptions for Concierge Staff and
Working Procedures
  • Job descriptions for concierge staff
  • Pick-up a guest at airport, train station,
    passenger harbour or bus terminal
  • Open the car door for a guest
  • Open and close the door
  • Bell service
  • Inquiry
  • Car rental service
  • Handle tickets such as theater, sports events
    etc.
  • Luggage storage, etc.

62
Unit 2 Job Descriptions for Concierge Staff and
Working Procedures
  • Escort a guest to his room inside the hotel
  • Get the room key from the Front Desk colleague or
    guest and conform the room no.
  • Hold the elevator door and invite the guest to go
    in first, stand near the elevator control panel
  • Start a small talk if the guest is not too tired
  • Invite the guests to go out the elevator first
  • Press the doorbell then knock on the door before
    entering the room
  • Put the luggage on the rack or any place the
    guest wishes
  • Introduce the room facilities if the guest comes
    to the hotel the first time
  • Leave the room by moving backward two or three
    steps if the guest has no other requirements,
    meanwhile wish the guest Have a pleasant stay
    with us.

63
Unit 2 Job Descriptions for Concierge Staff and
Working Procedures
  • Attention Here is more detail about showing
    facilities in the guest room
  • Window curtains close if dark outside, leave it
    open if light.
  • Locations of air-conditioner and temperature
    regulator.
  • Safe box inside the cabinet.
  • The items inside the writing table drawers,
    especially the hotel service directory.
  • Mini-bar selection.
  • Bed control panel.
  • Power socket, hair-dryer and shower sprinkler
    inside the bathroom.

64
Unit 2 Job Descriptions for Concierge Staff and
Working Procedures
  • Handle a groups luggage at arrival
  • Take the luggage from the bus
  • Verify the total amount, check for damage and
    inform the guide / organizer immediately if any.
  • On the group luggage sheet, you also note actual
    amount of luggage and compare it to the number
    recorded by night shift staff, then write the bus
    number and ask the driver to sign his name for
    confirmation.

65
Unit 2 Job Descriptions for Concierge Staff and
Working Procedures
  • Attach luggage tags on each item for
    distribution.
  • Confirm assigned room numbers with Front Desk and
    distribute everything to each guest room
    according to the rooming list. Make a note of
    where each piece goes in case of mix-up and need
    to correct it later.
  • If luggage arrives first before their owners, it
    should be held together with a luggage net or a
    rope and put in front of the luggage store room.

66
Unit 2 Job Descriptions for Concierge Staff and
Working Procedures
  • Handle luggage at check-out
  • When a guest asks to pick up suitcases
    downstairs, ask for his name and room number, how
    many pieces to carry, and time he plans to check
    out.
  • Write these particulars on the work sheet.
  • Decide whether you need a trolley and which size
    based on number and bulk of articles.
  • If a colleague calls you to pick up luggage from
    the guests room, ask for guests name, room
    number, your colleagues name and department.

67
Unit 2 Job Descriptions for Concierge Staff and
Working Procedures
  • Before you enter the guests room, press the door
    bell and announce your departments name.
  • If on one is in the room, check whether the
    luggage is ready to go, also check whether the
    guest forgot anything. Attach the luggage
    tag-departure and put everything near the store
    room.
  • If the guest is still in the room, ask whether
    he/she wants to check out or store the items.

68
Unit 2 Job Descriptions for Concierge Staff and
Working Procedures
  • For storage, fill in the luggage tag-storage
    (???????),ask the guest to sign his name, and
    present one copy to him/her. Tell him/her to show
    this copy to the concierge when he/she is ready
    for pick up.
  • For immediate check out, telephone the Front Desk
    so they can handle the check-out formalities.
  • Escort the guest to Front Desk and wait in an
    appropriate place until check-out is completed.
  • Carry luggage to the car and put it in the trunk,
    courteously close the car door after the guest is
    inside while wishing him a nice trip.

69
Unit 2 Job Descriptions for Concierge Staff and
Working Procedures
  • Handle group luggage on departure
  • Collect items according to the group room list.
    Meanwhile look for any damage or tears on each
    piece of the luggage.
  • Put the groups luggage together in an
    appropriate place so the guide or organizer can
    check everything, then ask him or her to sign the
    group luggage sheet.

70
Unit 2 Job Descriptions for Concierge Staff and
Working Procedures
  • Put suitcases and traveling gear (such as
    cameras, sports equipment or other odd shaped
    items) into the bus after the Front Desk staff
    finish checkout, then double check amount of
    pieces with driver and ask him to sign his name
    on the working sheet.
  • Come back to the counter to finish sorting out
    the relevant documents and file it all properly
    according to the filing system.

71
Unit 2 Job Descriptions for Concierge Staff and
Working Procedures
  • Handle luggage storage
  • No matter how familiar you are with the
    guest, ask him or her to fill in the luggage
    tag-storage. Explain to the guest the conditions
    regarding the storage. Store the luggage
    properly in the store room, and then record it in
    the luggage storage book.When the guest comes to
    the Concierge to fetch his / her luggage, ask the
    guest to show the valid ID card and verify it,
    ask the guest to sign according to the working
    procedure, then record it.

72
Unit 2 Job Descriptions for Concierge Staff and
Working Procedures
NO Guest Name ???? Received by ??? Date?? Remarks?? ---------------------------------------------------------------------------------- Luggage Tag-Storage??/??????? NO Guest Name ???? Received by ??? Date?? Remarks?? Description ?? No. of PCs ?? XXX Hotel Name
Conditions of Storage Please do not leave any valuables at the Concierge. The hotel is not responsible for any loss of damage of the deposited article and its contents. The hotel has full legal right, three months after the date shown on the storage tag, to dispose of any stored items not claimed. Prior arrangement in writing is required to keep storage items beyond three months. ??????????????????????????????????????, ??????????????????????? ??,???????????????? --------------------------------------------------------------------------------- Conditions of Storage Please do not leave any valuables at the Concierge. The hotel is not responsible for any loss of damage of the deposited article and its contents. The hotel has full legal right, three months after the date shown on the storage tag, to dispose of any stored items not claimed. Prior arrangement in writing is required to keep storage items beyond three months. ??????????????????????????????????????, ??????????????????????? ??,????????????????
Guest Signature ????
73
Unit 3 Job Descriptions for Business Center
Staff and Working Procedures
  • Job descriptions for Business Center staff
  • Photocopying,
  • Sending faxes,
  • Typing documents,
  • Meeting room rental,
  • Printing name cards/ business cards for hotel
    guests,
  • Translation and interpretation services,
  • Equipment rental such as VCR, VCD, printer and
    notepad computer etc
  • Handling airline tickets in some hotels etc

74
Unit 3 Job Descriptions for Business Center
Staff and Working Procedures
  • How to provide photocopy service for a guest
  • Greet the guest
  • Ask the guest how many copies he wants to make,
  • Confirm no. of copies and make the copies
    accordingly
  • Confirm room no. with the guest after
    photocopying
  • Fill out a bill according to the Business Center
    tariff
  • Ask the guest to sign on the bill
  • Post the charge to his room account in the
    computer
  • Imprint the credit card and ask the guest to sign
    on the imprinted bill, then
  • Key in the type of credit card, card no. and
    expiry date as well as guests room no. in the
    computer

75
Unit 3 Job Descriptions for Business Center
Staff and Working Procedures
  • How to send a fax
  • The procedure in sending a fax
  • Make sure the information includes country code
    and city code as well as the fax no.
  • If it is not clear, always ask the guest for
    clarification. Meanwhile inform the guest that
    the charge is based on transmission time.
  • If the guest is in a hurry, ask him or her to
    sign the bill first and say that when you finish,
    you will send the original documents, fax-sending
    report and bill to his or her room.
  • Note down the guest name, room no., country code,
    city code, and fax number on the fax sending
    record sheet.
  • Write a bill by using the fax report and tariff
    sheet for proper charges.
  • Post the bill into guests room account by
    computer.

76
Unit 3 Job Descriptions for Business Center
Staff and Working Procedures
  • Attention
  • If the fax cannot be sent out according to
    the number provided, try at least three times, if
    it does not work, contact the guest, inform him
    or her of the situation and ask for further
    instructions. If the guest is not in his room,
    leave a voice message to contact BC.

77
Unit 3 Job Descriptions for Business Center
Staff and Working Procedures
  • How to leave a voice message
  • When you leave the voice message, you could
    say, Good Morning / Afternoon/Evening, this is
    Jessica speaking from the Business Center. We
    could not send your fax though we tried three
    times. Would you please contact us at extension
    XXX when you are available? Thank you!

78
Unit 3 Job Descriptions for Business Center
Staff and Working Procedures
  • How to type a document for a guest
  • Quickly look through the article to find any
    words or characters you do not recognize before
    typing documents
  • Ask the guest politely for clarification
  • Ask if photocopies of the typed pages are
    required
  • Process the documents according to the guests
    instructions
  • Write a bill and ask the guest to sign it
  • Post the charge to his or her room account

79
Unit 3 Job Descriptions for Business Center
Staff and Working Procedures
80
Unit 3 Job Descriptions for Business Center
Staff and Working Procedures
  1. How to provide meeting room rental for the guest

81
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82
Unit 4 Job Descriptions for Operators and
Working Procedures
  • Job descriptions for operators
  • Answer and transfer the outside call
  • Provide confidential service for the guest
  • Screen the call for the guest
  • Wake-up call service
  • Handle fire alarms etc.

83
Unit 4 Job Descriptions for Operators and
Working Procedures
  • Answer and transfer the outside call
  • Always answer the telephone within three rings.
  • If the caller is from outside, greet the guest
    like this
  • Ninhao, XXX hotel, how may I help you?
    in a clear, friendly and natural voice.
  • If the caller is from inside the hotel, say
  • Ninhao, Operator Jessica speaking. How
    may I help you?

84
Unit 4 Job Descriptions for Operators and
Working Procedures
  • If the outside caller wants to call somebody in ,
    say, Sales Marketing, respond like this
  • Thank you for calling, I will transfer you
    to Mr. Wang in Sales Marketing Department right
    now.
  • If you do not understand what the outside caller
    says,
  • Repeat the number or department title for
    clarification. For example, What you want to
    call is XXXX, correct? Or simply say, Sorry, I
    did not hear you, would you please repeat the
    number?

85
Unit 4 Job Descriptions for Operators and
Working Procedures
  • If the line is busy, say
  • Sorry, the line is busy, would you like
    to leave a message or call back later?
  • If nobody answers the phone after we transfer it,
  • Sorry, there is nobody answering the
    phone call, would you like to leave a message or
    call back later?
  • If somebody phones the hotel by mistake, respond
  • Politely tell the caller, Sorry, you
    dialed a wrong number.

86
Unit 4 Job Descriptions for Operators and
Working Procedures
  • If the outside caller wants us to transfer the
    call to our hotel guest, do as follows
  • Firstly, ask the caller for the guests
    name and room number.
  • Then check the computer to see if the
    information provided by the caller is correct,
    also check if the guest requests confidential
    service.
  • If the guest does not require confidential
    service, and the information is correct, you
    simply transfer the call to the guests room.
  • If the guest does require confidential
    service, you tell the caller, Sorry, Sir
    /Madame, there is no such a guest in our hotel.
    Do not transfer the call to a confidential room.

87
Unit 4 Job Descriptions for Operators and
Working Procedures
  • What if the guest is not in the room?
  • Suggest the caller leave a voice mail
    message.
  • Reasons
  • This is more convenient for the caller,
    meanwhile it leaves you free to deal with other
    incoming calls.

88
Unit 4 Job Descriptions for Operators and
Working Procedures
  • How to take a message ?
  • Ask the callers name, his/her companys
    name, a contact number and the message itself.
  • Repeat everything to make sure it is
    correct.
  • Be sure to ask whether it is urgent or not.
    If it is, print the message and send it to the
    guest room immediately.

89
Unit 4 Job Descriptions for Operators and
Working Procedures
  • A telephone message slip
  • To Date
  • Department / Room No. Time
  • From
  • Co. Name Tel
    No.
  • Content

  • Taken by

90
Unit 4 Job Descriptions for Operators and
Working Procedures
  • Confidential service
  • The hotel guest does not allow any calls
    to be put through to his room.
  • Screen the call
  • The hotel guest allows certain calls to
    be put through to his room. However the operator
    needs to check with the guest before transferring
    the calls.

91
Unit 4 Job Descriptions for Operators and
Working Procedures
  • How to provide Wake-up call service for the guest
  • Remarks
  • A wake-up call is very important, it has
    to be exactly according to request, otherwise
  • people will be late for the meetings,
    flights or appointments and it will reflect badly
  • on the hotel.

92
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93
Unit 4 Job Descriptions for Operators and
Working Procedures
  • How to handle fire alarm calls
  • Get the informers name.
  • Confirm location with the informer.
  • Record these information in the fire alarm record
    book.
  • Call both the Fire Control Center in Security
    Department and Duty Manager who will go to the
    site immediately to check.
  • Staff from Fire Control Center will give PABX the
    reason for the fire alarm which the operator will
    write carefully and completely on the record
    sheet.
  • If the fire is serious and everybody must leave
    the hotel premises, follow the fire evacuation
    procedure set up by the hotel.

94
Chapter Three Housekeeping Department (1)
Unit 1 Making a bed
Unit 2 Cleaning the Guest Bathroom
Unit 3 Cleaning the Guest Room and Pest Control
Unit 4 Cleaning Public Area / Carpet Spot
Cleaning / Cleaning the Office and Locker Room
95
Chapter 3 Housekeeping Department (1)
  • Chapter Objectives
  • Know how to make a bed
  • Know the procedures in cleaning the guest
    bathroom
  • Know the procedures in cleaning the guestroom
  • Criteria in selecting the pesticide in pest
    control
  • Know how to clean the public area
  • Know how to do the carpet spot cleaning
  • Know the procedure in cleaning the offices and
    locker rooms
  • Grooming standard for hotel staff

96
Unit 1 Making a bed
  • Items required in making a bed
  • A piece of clean sheet
  • A clean quilt cover
  • One or two pillow cases
  • A clean bed spread etc.

97
Unit 1 Making a bed
  • How to make a bed
  • Pull the bed away from the headboard and strip
    the bed
  • Lay bottom sheet right side up
  • Change quilt protector
  • Put pillow(s) into the pillow case(s) and put
    them it in the middle near headboard
  • Put bed cover/ spread
  • Push the bed against the headboard and make sure
    all look tidy.

98
Unit 1 Making a bed
  • Attention
  • Take guests belongs off the bed and hang the
    guests clothes in the closet or fold them
    properly and place them on a table or a chair.
  • The sheet and quilt must be stripped one by one
    to prevent wrapping guests clothing in them.
  • Bed should be aired for a few minutes.
  • Put quilt and pillows on a chair instead of
    carpet for hygiene reasons.
  • Put soiled linen into the laundry bag.

99
Unit 1 Making a bed
  • Change mattress pad if it is stained. Turn
    mattress according to schedule, usually once in a
    quarter, and record it if it is due. Before
    turning the mattress, remove any items on or near
    the bed to make sure nothing is broken. Notice
    the cleanliness of the mattress pad, change it if
    necessary. Make sure mattress is placed
    correctly on box to prevent damage.
  • Regularly check mattress and bed spring box to
    see if they are correctly placed.

100
Unit 2 Cleaning the Guest Bathroom
  • Items required in cleaning the guest bathroom
  • all-purpose cleaner
  • sponge
  • dry and damp cloths for dusting toilet bowl, bath
    tub, and floor (identified by the colors of
    cloth)
  • brush
  • basket
  • gloves, and
  • scrubbing pad

101
Unit 2 Cleaning the Guest Bathroom
  1. How to clean the guest bathroom

102
Unit 2 Cleaning the Guest Bathroom
  • Remember to replenish the guest amenities
    such as
  • toothbrush
  • toothpaste
  • comb
  • glass
  • soap
  • body lotion
  • shampoo
  • shower cap, etc.

103
Unit 3 Cleaning the Guest Room and Pest Control
  1. How to clean the guest room

104
Unit 3 Cleaning the Guest Room and Pest Control
  • Attention
  • Always clean the guest room in one
    direction, either clockwise or counter-clockwiseto
  • eliminate criss-crossing the room.

105
Unit 3 Cleaning the Guest Room and Pest Control
  • II. Criteria in pesticide selection
  • No odor ( or not fragrant odor)
  • Highly effective
  • Harmless to the human beings

106
Unit 3 Cleaning the Guest Room and Pest Control
  • Methods used in controlling pests
  • Spray pesticide on floor and furniture surfaces.
    We only do this when guests are not present.
    Clean the surfaces after a waiting period.
  • Leave the pesticide in certain areas where pests
    or insects are found.
  • Machines that attract and kill the flies and
    mosquitoes are also effective.
  • Rat-traps can be placed in certain areas where
    rats are known to be.
  • Adhesive paper can be hung to catch flying
    insects in staff/storage places that are off
    limits to guests.

107
Unit 4 Cleaning Public Area / Carpet Spot
Cleaning / Cleaning the Office and Locker Room
  • Definition of Public Area
  • It includes two parts, one is for the
    guest use and the other is for the staff use. The
    guest area is the lobby, guest lavatories, lifts
    and escalators, outlets, and banquet areas. The
    staff area is the entrance, elevators, and
    staircase used only by staff plus lockers and
    staff canteen.

108
Unit 4 Cleaning Public Area / Carpet Spot
Cleaning / Cleaning the Office and Locker Room
  • Procedures in cleaning the hotel lobby
  • Empty and clean the standing ashtrays as well as
    the ashtrays spread around the lobby such as on
    the Duty Managers Desk and near the public
    telephone.
  • Clean the entrance constantly throughout the day.
    If it snows or rains, put a foot mat or a piece
    of narrow carpet near the entrance so guests
    wont slip on the wet surface and to protect the
    floor.
  • Replace any furniture moved elsewhere by guests.

109
Unit 4 Cleaning Public Area / Carpet Spot
Cleaning / Cleaning the Office and Locker Room
  • How to clean the guest lavatories
  • Before entering guest lavatories to clean
    them, knock on the door and say Housekeeping.
    If there is no reply, you may enter. If a guest
    is using the toilet, wait outside until it is
    vacant. Remember to place a plastic cone at the
    entrance while you are cleaning.

110
Unit 4 Cleaning Public Area / Carpet Spot
Cleaning / Cleaning the Office and Locker Room
  • The procedure for cleaning public rest rooms
  • Refill all soap dispenser and towel dispensers
  • Empty all trash cans
  • Use a cloth dipped in diluted disinfectant
    solution, damp wipe all fixtures such as mirror,
    pipes, faucets and dispensers. Spot clean
    cubicle partitions and door handles if necessary.
  • Rinse cleaned surfaces, wringing the cloth under
    the tap as needed.
  • Use the same diluted disinfectant, clean tops and
    bottoms of toilet seats and all exterior
    surfaces. Dry these surfaces with a soft cloth.
    Do the same for exterior surfaces of urinals,
    including pipes.

111
Unit 4 Cleaning Public Area / Carpet Spot
Cleaning / Cleaning the Office and Locker Room
  • Use cleansers for the wash basins.
  • Do not use abrasives but clean toilet bowls and
    inside urinals with the appropriate detergent.
    Be careful not to drip on the floors or chrome
    parts. The solution must stay on the fixture for
    several minutes.
  • For floors, use a very wet mop to apply
    disinfectant solution. Do not wring the mop,
    allow excessive solution to drip back into the
    bucket. Allow the floor to remain wet for
    several minutes to maximize the effectiveness of
    the solution. Use a squeegee, push excess
    solution toward the floor drain then rinse with
    clean water stored in a bucket with wringer.

112
Unit 4 Cleaning Public Area / Carpet Spot
Cleaning / Cleaning the Office and Locker Room
  1. Procedures in cleaning the outlets

113
Pull out tables and chairs, pick up crumbs on
seats and under tables
Wipe seats, bar stools, and bar counters with
proper cleaner. Leather stuff must be carefully
cleaned and maintained periodically.
Pick up large pieces of debris around each table
before vacuuming to save wear and tear on vacuums.
Vacuum around each table
Wipe window frames or other surfaces, table
posts, table legs, metal floor vents with a cloth
damped with all-purpose cleaner
114
Wipe the hostess desk
Clean the telephone sets
Dust and polish metal chairs, paying particular
attention to chrome parts, since the fingerprints
can show easily
Spot clean walls or any stains on the carpet.
Clean the foot place or treadle or handle that
opens the outlet door
Polish foot rails
Dust tables and chairs or any wood surfaces with
a chemically treated cloth
Use the vacuum to clean any staircases,
accessories, decorations, or light fixtures.
115
Unit 4 Cleaning Public Area / Carpet Spot
Cleaning / Cleaning the Office and Locker Room
  • How to do the carpet spot cleaning
  • Start cleaning from outside rim to center with
    cloth and sponge. Do not use brushes because
    they damage the carpet piles.
  • Use a sponge to absorb remaining detergent to
    avoid corroding and damaging the carpet.
  • Always remember no matter what stain you are
    removing, the last step is to comb the carpet
    using the hand brush or pile lifter to raise the
    pile up to its normal height.

116
Unit 4 Cleaning Public Area / Carpet Spot
Cleaning / Cleaning the Office and Locker Room
  • How to clean the office
  • Start with picking up the trash and empty all
    trash bins, waste baskets and ashtrays. Wipe all
    trash bins, waste baskets and ashtrays with damp
    cloth. Wash them if necessary.
  • Clean the windows.
  • Do dusting
  • Do vacuuming

117
Unit 4 Cleaning Public Area / Carpet Spot
Cleaning / Cleaning the Office and Locker Room
  • How to clean the staff locker room
  • Items used in cleaning the staff locker room
  • broom
  • dust pan
  • cloth
  • mop
  • toilet brush
  • scrubbing pad
  • toilet cleaner and
  • all-purpose cleaner

118
Unit 4 Cleaning Public Area / Carpet Spot
Cleaning / Cleaning the Office and Locker Room
  1. Procedures in cleaning the staff locker room

119
Tidy up
Clean shower areas
Discard all rubbish
Clean toilets
Clean rubbish bins
Clean urinals
Clean walls
Mop the floor
Clean top of lockers
Wipe the surface of lockers
Report defects
Clean mirrors
Finish the scheduled cleaning
Clean counter and basins
120
Unit 4 Cleaning Public Area / Carpet Spot
Cleaning / Cleaning the Office and Locker Room
  • The detailed grooming standard for hotel staff
  • Put on a clean uniform that has no buttons
    missing, damages or tears. Do not roll up the
    cuffs or sleeves.
  • Change from a dirty, wrinkled uniform or one with
    body odor in the uniform room.
  • Female staff wear skin color stockings and black
    shoes, male staff wear black socks and black
    shoes.
  • Finger rings are limited to one ring per person,
    either engagement ring or marriage ring.

121
Unit 4 Cleaning Public Area / Carpet Spot
Cleaning / Cleaning the Office and Locker Room
  • Female staff are not allowed to wear large or
    hanging earrings, bracelet or jewelry.
  • Male staffs hair should not reach his collar.
    Female staffs long hair should be tied up, short
    hair should not reach her shoulder. All hair
    pins and clips should be black.
  • Keep fingernails short and clean. Do not polish
    nails during work.
  • Wear a name tag properly. If it looks old or
    breaks, change it in Human Resources Department.

122
Unit 4 Cleaning Public Area / Carpet Spot
Cleaning / Cleaning the Office and Locker Room
  • Attention
  • Take a shower every day.
  • Brush your teeth every day, especially after
    meals, for fresh breath.
  • Men must be cleanly shaven at all times.
  • Wash your hands frequently, it is essential to do
    so after using the toilet and before meals.

123
Chapter Four Housekeeping Department (2)
Unit 1 Providing Turn-down Service
Unit 2 Managing Mini-bar Beverage/ Conducting
Linen and Uniform Inventory
Unit 3 Checking Room Status
Unit 4 Handling Guest Laundry
124
Chapter 4 Housekeeping Department (2)
  • Chapter Objectives
  • Know how to provide turn-down service for the
    guest
  • Know to how to manage mini-bar beverage
  • Know how to conduct linen and uniform inventory
  • Know how to check room status
  • Know how to handle guest laundry

125
Unit 1 Providing Turn-down Service
  • Procedure in providing turn-down service
  • The first step is to rinse all used
    glasses in the wash basin with hot water and
    empty the rubbish bin.
  • The second step is to turn down the bed
    as follows

126
Unit 1 Providing Turn-down Service
  1. Fold bed cover and store it inside the luggage
    bench / cabinet.
  2. Take a quilt corner by the telephone side and
    fold into a triangle.
  3. Place pillow properly, smoothing creases. Pillow
    opening should not show up.
  4. Put breakfast menu card on folded quilt, parallel
    to pillows.
  5. Guest questionnaire goes on the folded quilt if
    guest is checking out the following day.

127
Unit 1 Providing Turn-down Service
  • Place night card on top of the pillow in center.
  • Put slippers near the bed.
  • Close day and night draperies.
  • Wash drinking glasses and tidy the bathroom. See
    that the shower curtain is inside the bath tub
    and the foot mat is near the bath tub. Replenish
    any used amenities.
  • Fill ice bucket 1/2 full.

128
Unit 1 Providing Turn-down Service
  • Have a look around to be sure everything is done
    before leaving the guest room.
  • Leave entrance ceiling light and bedside table
    light on.
  • If the guest is in the room, say, Good Night,
    Mr. or Mrs. XXX.
  • Fill the working report including in and out
    time, number of guest and note anything special.
    Mark down time of D.N.D. or guest refuse service
    ( G.R.S).
  • Slip a Privacy Card under the door.

129
Unit 1 Providing Turn-down Service
  • Night Card
  • The night card has well-wishing words
    like Hope you have sweet dreams printed on it.

130
Unit 1 Providing Turn-down Service
  • Privacy Card
  • Words like We could not provide the
    turn-down service due to the DND, if you require
    this service later, please contact XXX No., we
    will be happy to assist you. are on the Privacy
    Card.

131
Unit 2 Managing Mini-bar Beverage/ Conducting
Linen and Uniform Inventory
  • How to manage mini-bar beverage
  • Two copies are made for a mini-bar check. The
    first copy is for the guest and shows amount
    consumed. The second copy is left inside the
    mini-bar for stock replenishment.
  • For consumption in a checked out room, fill in
    the check and hand the first copy to your
    supervisor, who will pass it on to Front Desk
    receptionist twice a day, noon and 1600 hour,
    and staff there will handle it.
  • At 200 am anybody on night shift will start to
    restock items on each floor.

132
Unit 2 Managing Mini-bar Beverage/ Conducting
Linen and Uniform Inventory
  • There are two keys, one for the room attendant to
    take items out and put in the minibar in each
    guest room, the other key is for staff who
    restocks items in each floor pantry.
  • As you check mini-bars, pay attention to the
    quality of the beverage date of manufacture,
    storage period and expiry date. If the quality
    is not up to the standard, inform the supervisor
    so he or she can handle it.

133
Unit 2 Managing Mini-bar Beverage/ Conducting
Linen and Uniform Inventory
  • How to conduct linen inventory
  • Linen inventory is conducted on monthly basis.
  • The job is completed within one day.
  • Linen is kept in one place, not moved from one
    area to another while being counted.
  • Before inventory day, normally one day in
    advance, the laundry department
  • distributes clean bedding / towels, etc. to linen
    storage place for each outlet
  • according to the par level.

134
Unit 2 Managing Mini-bar Beverage/ Conducting
Linen and Uniform Inventory
  • Each outlet is resp
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