Rooms Division

1
Rooms Division

• Front Office Operations

2
An Overview of Rooms Division

• Overview
• Rooms Division department is one of the main
  operational areas in hotel settings and its
  proper functioning is vital to the ongoing of
  business.
• Goal
• The goal of this lesson is to give a basic
  understanding of the rooms division department to
  the learners.

3
Objective

• At the end of this lesson, learners will be able
  to
• Explain the roles of rooms division department in
  the hotels
• Define the responsibilities of front office
  manager
• Discuss the stressful working environment in the
  front desk, and coping strategies with that.

4
The Rooms Division

• Front Desk
• Front Office as organizations attempt to become
  more efficient, they have combined guest services
  that occur around the front of the hotel into the
  responsibility of the front office.
• Valet, bellman, concierge, reservations, PBX
• First Impression of the Property
• 47 of leisure travelers complain here
• 26 request a manager

5
Front Office

• Stressful Environment
• Quick check-in/ quick check-out
• How do hotels deal with the flow of these event?
• Guest Complaints
• Sold out? Referred to as walking guests.
• Higher rate? Was different than quoted was
  higher than the group rate.

6
Typical Strategies

• Stress Coping Strategies
• Behavioral strategies
• confrontation, escape, removal, avoidance,
  prevention
• Cognitive strategies
• Reappraisal, distraction, mental imagery,
  acceptance, wishful thinking

7
Dealing with Guest Complaints

• Empower the Front Desk Employees
• How???
• Provide training which types of training would
  be appropriate? Learn
• Listen
• Empathize
• Ask
• React
• Notify

8
Front Office Manager

• Reviews Night Audit
• Reviews arrivals and departures
• Rooms controller
• Set ups room blocks and VIP and other guarantees
  Blocks rooms
• Communicates with staff
• Promotions, complaints, shift changes etc.