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Lodging Systems Bundle

by: Serena Meyer

Lodging Systems Bundle HT 235

Marketplace > University of Wisconsin - Stout > HT 235 > Lodging Systems Bundle
Serena Meyer
GPA 3.63

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About this Document

This bundle is a full semester of Lodging Systems class taken by Dr. Bernie Mullen. The notes include examples, and textbook definitions.
Lodging Systems
Dr. Bernie Mullen
Lodging, Systems, Housekeeping, front, Desk, Hotels, Restaurants, Hospitality Management, Hospitality
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This 12 page Bundle was uploaded by Serena Meyer on Thursday September 15, 2016. The Bundle belongs to HT 235 at University of Wisconsin - Stout taught by Dr. Bernie Mullen in Spring 2016. Since its upload, it has received 10 views.


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Date Created: 09/15/16
Lodging Systems Chapter 2: Coordinating/Collaborating Thursday, January 28, 2016 9:51 AM Expectations for Hospitality managers 1. Financial Performance 2. Team Member Engagement 3. Guest Loyalty "The ability and Willingness to Develop People, Staff, Teams AND treat them well, hence creating a constant state of improvement" **Resistance for change is 100% D.I.I.E Process  Diagnose  Intervene  Implement  Evaluate Building OD Platform, "Setting True North"  Left with a Paradox  Simple and redial to understand  Then why so few Great organizations?  Only the great companies live to their working values during challenging times **Average guest has 11 negatives Other hotel Divisions:  Food and Beverage  Sales and Marketing  Revenue Management  Accounting  Engineering and maintance  Security  HR  Retail  Recreation  casino Building OD Platform, Setting "True North" Establishing:  The vision Statement o Aspirations of the Organization  The Mission Statement o Action steps to achieve the vision  The working Values o Set of behavioral components deployed during challenging times Action Steps used for the Hotel to achieve the Vision Statement.  For instance, "…will anticipate the needs of our guests and associates" Working Values  Listen - actively engaged  Empathy - understand and feel their perspective  Comfort - help make whole  Awareness - know our weaknesses, play to our strengths  Persuasion - influence behavior  Stewardship - information in trust  Community - decisions to benefit the entire group positively Vision: How you see yourself Mission: action steps to achieve the vision 3 legged stool is Foundation of Business:  Financial Management  Operational efficiencies  Organizational development 3 outcomes of the business  Profitability  Employee/team member engagement  Customer loyalty D.I.I.E Process -  Diagnose - find the core problem "The problem usually isn't the problem!, find the problems hidden in plain sight."  Intervene - solutions/strategies, relevant to core problems.  Implement - "how" to implement  Evaluation - measure for attainability  Element of time  Measurement tool Chapter 3: Front office operations Thursday, January 28, 2016 8:19 PM The flow of business can be divided into a four stage guest cycle: 1. Pre arrival - this is when a guest makes a choice for a hotel; reservations 2. Arrival - registration, and rooming functions 3. Occupancy - Taking care of the guest and there services during their stay 4. Departure Other sequences for other properties is 1. Pre-sale 2. Point of sale 3. Post sale evens POS systems typically record:  Amount of transaction  Description of the transaction  Affected departments  Type of transaction  Identity of cashier  Amount tendered  Method of payment Types of calls a guest may place: pg. 120  Local calls  Direct dial long distance calls  Calling card calls  Credit card calls  Collect calls  Third party calls  Person to person calls  Billed to room calls  International  Toll free  900 or premium  Voice over internet protocol Telecommunications equipment: pg.121  Telephone switches  Call accounting systems  Guestroom phones  Payphones  Pagers and cell phones  Other technology Room type Definitions page 108 Single: room to one person; 1-2 beds Double: Room to 2 people; 1-2 beds Triple: room to 3 people; 2+ beds Quad: room to 4 people; 2+ beds Queen: Queen size bed; 1-2 people King: King bed; 1+ people Twin: 2 twin beds;1+ people Double-double: 2 double beds (or queens); 1+ people Studio: studio bed-couch that can be a bed. Suite: Parlor or living room connected to 1 or more bedrooms Adjoining rooms: Rooms with common wall but no connecting wall Adjacent rooms: Rooms close to each other (across the hall) Room Status Terms; page 107 Property management system (PMS) - hotel's main computer system Stayover - Guest is not expected to check out today and will remain at least one more night On-charge: Guest is departed but the room has not yet been cleaned and readied for resale Sleep-out: a guest is registered to the room but the bed has not been used Skipper: The guest has left the hotel and has not made arrangements to settle their account Sleeper: Guest has settled their account and left the hotel but the front office has failed to properly update the room's status DNCO (Did not check out) - The guest made arrangements to settle their account but has left without informing the front desk Due Out - the room is expected to become vacant after the following days check out time Check out - The guest has settled their account, returned the room keys and left the hotel Pre-arrival is the stage where the guest chooses the hotel and makes the reservation. Important information is gathered at this stage, which allows the next stage to run smoothly. The arrival stage is when the guest actually arrives and registers at the hotel (check-in). Here the guest verifies the information gathered previously at the reservation stage, confirms method of payment, signs the registration card, and collects the key. The occupancy stage deals with security of the guest along with the coordination of guest services to ensure guest satisfaction and try to encourage repeat guests. The front desk plays an important part at this stage as this is the area where guests will make their requests or air their problems, to which the front desk agents need to respond in a timely and accurate manner. At this stage the front desk need to keep guest accounts up-to-date so that the final stage of the cycle runs smoothly. The Final stage of the cycle is departure, which is when the guest is ready to check out. The main objective here is to settle the guest account, update room status information, and create a guest history record. In an attempt to ensure repeat guests it is important to find out if the guest has enjoyed their stay at this point Chapter 4: Reservations Friday, February 5, 2016 4:35 PM Major types of reservations: Guaranteed:  assures the guest that the hotel will hold a room until a specific time of the day. Prepayment: payment be in full to guests arrival  Payment card:  Credit card be billed if a no show. Advanced Deposit:  specified amount of money paid before arrival of guest Voucher:  Travel agent guarantee voucher or charge order Corporate  Corporate in agreement with a hotel Non-Guaranteed  is when a hotel agrees to hold a room for the guest until a stated reservation cancellation hour. Property Management System (PMS) o Allows for input of all guest information o Allows for revenue recording o Allows for input of guest concerns and problems  Reservations module  Availability  Reservation records  Reservations confirmations  Rooms pricing  Revenue management  Rooms management module  Room status  Registration  Room assignments  Room rate information o Guest accounting module  Folio management  Credit monitoring  Transaction tracking Property Management System documentation  Guest folio (receipt) illustrating all charges  Occupancy reports  Guest ledger reports - accounting element  Night audit reports Ch. 5: Registration Screen clipping taken: 2/12/2016 5:46 PM Screen clipping taken: 2/12/2016 5:46 PM Screen clipping taken: 2/12/2016 5:46 PM Screen clipping taken: 2/12/2016 5:46 PM Screen clipping taken: 2/12/2016 5:47 PM Screen clipping taken: 2/12/2016 5:47 PM Thursday, February 11, 2016 9:28 PM Seven steps of the registration process: 1. Preregistration 2. Creating the registration record 3. Assigning the room and rate 4. Establishing the method of payment 5. Verifying the guests identity 6. Issuing the room key 7. Filling special requests Screen clipping taken: 2/12/2016 5:48 PM 5 Human Truths Thursday, February 18, 2016 10:17 AM Discussion Question: The five Human Truths 1. To belong 2. To be heard 3. To be in control 4. To reach potential 5. To be uniquely fit Which is the primary one as it relates to communication? Build the RUD infrastructure of communication.  RECEIVE the information  UNDERSTAND the information  DO something with the information Communication = understanding feelings from information Front Office Communications Tuesday, February 23, 2016 9:57 AM How to receive and understand information o Listen (actively retaining and hearing information) o Isolate the guest o Stay calm o Preserve guests self esteem o Give undivided attention o Take notes o Tell guest what can be done o Set a timeline for action o Monitor progress o Follow up What is front office accounting?  Front office accounting includes:  Creates a folio specifically for the guest which will include his total room charges and other incidentals.  The room rate charged to the guest upon check in and itemized incidentals  Involves the mode of payment guest will be using - credit card or corporate billing  Property management system (PMS) will house each transaction  1.1 M transactions for an average hotel, full service Guest Ledger: o Accounts of registered guests o Guests staying in hotel rooms o Front office collects City Ledger (non-guest ledger): o Guest ledgers not paid in full at check out o Wedding parties, meetings, and events o Accounting department collects Interfacing  Property management system o Hotel  Point of sale o Food and beverage outlets  Payroll system o Accumulated employee labor Daily report   Hotel financial statements Housekeeping Department Thursday, March 31, 2016 9:46 AM Which control points apply to financial mgt. operations mgt. and org. development mgt? Outcome = Memorable Experience  Vision  Organizational chart  Purchase  Receive  Store  Issue  Prepare physical plant - public space, rooms back of house  Guest entry  Guest service  Guest satisfaction OD: hire, train, develop, treat well Chapter 12 Tuesday, April 12, 2016 10:12 AM 7 functions of management:  Planning o Define goals  Increase revenue on Mondays  Organizing o Actions steps to the goals  Provide double award points  Coordinating o Aligning the resources  System in place to award the points  Staffing o Having the right people  In the right place, at the right time - train staff  Leading o Service culture  Service leadership development  Controlling o SOP - standard operating procedures  Periodic audits  Evaluating o Measurable and attainable  Sales for Mondays per Star Report and I.S.


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