La División Cuartos

The Rooms Division

The Hotel

Front Office

Reservations

Organizational Structure

Concierge

Housekeeping

The General Manager (GM)

Security

Guest Services

The Executive Committee

Others

Communications

Qualities

Responsibilities

• Leadership
• Attention to detail
• Follow-through – getting the job done
• People skills
• Patience
• Ability to delegate effectively

• Provide owners with a reasonable return on investment
• Keep guests satisfied and returning
• Keep employees happy
• Performance of the hotel and the employees

Decision making

Executive Committee

Guest satisfaction. Employee Satisfaction. TQM. Occupancy forecasts. Sales and Marketing Plans. Training. Major items of expenditure.

Renovations. Ownership relations. Energy conservations. Recycling. New legislation. Profitability.

The Rooms Division

Responsible for the efficient and effective leadership and operation of all the rooms division department. Concerns:

• Financial responsibility for rooms division
• Employee satisfaction goals
• Guest satisfaction goals
• Guest services
• Guest relations
• Security
• Gift shop

Front Office

Department Head: Front Office Manager (FOM)Main Duty: To enhance guest services by constantly developing services to meet guests needs. Areas in charge:

Main functions of the Front Office:

• To sell rooms.
• To maintain balanced guest accounts.
• To offer services such as handling mail, faxes, messages, and local and hotel information.

• Front Desk
• Concierge
• Communications/PBX
• Bellpersons
• Valet
• Reservations

Department considered as the hub of the hotel.Staffed throughout the 24 hours by 3 shifts.

Reservations

Department Head: Reservations ManagerMain Duty: To sell all hotel rooms for the maximum prices avoiding guests resentment of being overcharged. First contact for the guest or person making the reservation for the guest. Shift from 8 am to 6 pm.

Sources of reservations:

• Internet
• 1-800
• Travel agents
• Telephone
• Meeting planners
• Tour operators
• OTAs
• Referral from other hotels

• Walk-ins

Housekeeping

Department Head: Executive HousekeeperMain Duty: To ensure cleanliness, order, and overall maintenance of guest rooms and public areas to provide a comfortable and welcoming environment for guests Largest department in terms of number of people employed. High employee turnover Closely related to the maintenance department. Major areas of responsibility: a) Leadership of people, equipment, and supplies; b) Cleanliness and servicing the guest rooms and public areas; c) Operating the department according to financial guidelines prescribed by the general manager; and d) Keeping records.

Other important responsibilites:

• Job controlling costs.
• Accident prevention.
• Loss prevention with policies and procedures.

Concierge

Department Head: Chief conciergeMain Duty: To provide personalized assistance and services to guests, ranging from recommendations and reservations to addressing special requests, Separate desk in the lobby or on a special concierge floor. Separate department from the front-office and cashiers. Present in luxury hotels. They elevate a property's marketable value and its image.

Examples of services:

• Tickets to shows
• Table at restaurants that has no reservations available
• Advice on local restaurants, activities, attractions, amenities and facilities
• Airline tickets an reconfirmation of flights
• VIPs messages and special requests such as shopping

Association for certification: Les Clefs d'Or

Guest Services

Department Head: Guest Services Manager First impression. Positions included:

• Doord attendants.
• Bellpersons.
• *Concierge

Security

Department Head: Security Manager Main duty: To provide guest protection and loss prevention, as well as to protect employees and the hotel itself. Elements of a security plan:

• Security officers.
• Equipment.
• Safety procedures.
• Identification procedures.

Communications

Department Head: Communications Manager Main duty: To ensure efficient communication services for guests and internal staff. CBX includes:

• In-house communications.
• Guest communications.
• Voice mail.
• Messages.
• Emergency center.

Spa Business Center Gift Shop Room Service