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
(No Transcript)
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
(No Transcript)
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