UWF - Pensacola
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This 6 page Class Notes was uploaded by Nicolette Chaliotis on Friday February 20, 2015. The Class Notes belongs to RHM 175-001 at University of West Florida - Pensacola taught by Blumenthal in Spring2015. Since its upload, it has received 82 views.
Reviews for Ch. 7
Amazing. Wouldn't have passed this test without these notes. Hoping this notetaker will be around for the final!
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Date Created: 02/20/15
Chapter 7 Hotel Organization Revenue versus Cost Revenue Centers generate income Cost Centers Do NOT generate revenue directly 0 Housekeeping Front Desk Secur y Room Service Catering 0000 Rooms Division Selling Guestrooms Largest source of revenue 74 Managed by GM or Rooms Exec 1 Front DeskOffice Greet Guests 0 Register Guests 0 Establish Payment cash credit direct billing Assign Guestrooms Assign Room Keys Card Keys 0 Informing about Hotel Facilities 0 Answering Questions about Community 0 Calling a Bellperson Front Of ce Terms quotPostingquot post charges to the Guest Folio account Charges FampB phone calls gift shop pool spa quotPOSquot Pointof Sale system automatically posts charges to guest folio PMS Property Management System A computerized system Shifts 3 Shifts Never Closes o 7am3pm Morning 0 3pm11pm Swing o 11pm7am Graveyard Night Audit Report 1 or 2am 0 Post Room amp Tax 0 Closes the books for the day 2 Reservations Front Desk or Sep Dept Made Through 0 Direct Inquiry largest o Hotel s Reservation System 1800 0 Travel agentsTour operators 0 Hotel Sales Reps Book Conventions 0 Internet Answer Questions about the Hotel amp Facilities SELL the Property Look Up Available Dates amp Quote a Rate 3 Housekeeping Responsible Cleaning Guestrooms amp Public Areas The Largest Staff 0 OVER 50 Executive Housekeeper Room Attendants Room Inspectors Stay Over Room Vs Check Out Room Houseperson Crew Linen Room Attendants Laundry Employees Hardest Stain To Get Out 0 Makeup Do You Tip Housekeeping 0 Yes 100A Night 4 Uniformed Services Valet or Transportation Staff 0 Tip 1500 Only if there isn t a fee Doorpersons 0 Tip 100 Per Act of Service Bellpersons Luggage 0 Tip 100 Per Bag Concierge Does Everything know Hotel amp Area 0 Tip Up Front or Per Service 520 Range Hotel Equations Average Daily Rate ADR 0 Room Revenue of Rooms Occupied A hotel has 210 rooms available to sell on Monday 0 They sell 170 rooms 0 The room revenue totaled 11900 0 ADR 11900 170 7000 Occupancy Percentage o of Rms Occupied of Rms Available for sale x 100 o 300 room hotel 0 Sell 100 rooms Sunday Night 0 100300 33 x 100 33 o A hotel that has 210 rooms sells 170 rooms 10 of those rooms are Out of Order 0 170200 85 x 100 85 REVPAR O 0 Revenue Per Available Room Room revenue of rooms available 0 A 210 room hotel sells 170 rooms 0 The hotel made 11900 0 REVPAR 11900 210 5666 Hotel Food amp Beverage To Be Successful High Capture Rate of guests who eat meals at the hotel 0 O O 0 Target Market Hotel Guests amp Local Community A good Pro t Margin is 2530 Average is 20 FampB Director Oversees 7 Areas 1 Kitchen 0 O O O Managed by Executive Chef 1 or more Sous Chefs Chefs who report to Sous Chefs Sauce Pastry Soup Cold Brigade System by Auguste Escoffier 2 Stewarding O 0 Chief Steward Directs Kitchen Steward amp Warewashers Inventories of China Glassware amp Silverware 3 Hotel Restaurants 0 Major chains have 2 restaurants Upscale Casual coffee shop 4 Types of Bars 0 000000 Lobby Bar Restaurant Bar Service Bar Cateringbanquet Bar PoolBar MiniBar NightclubSports Bar 5 Catering Department 0 Arranges amp Plans FampB Functions for O O Conventions amp Smaller Groups 0 Local Banquets Most pro table dept out of FampB Must know 0 Menu planning 0 Sales FampB service wines Product knowledge 0 Artist talent Guarantee Number of Guests at a Function Give Time to Order FampB amp Schedule Staff Usually prepares 35 over guarantee to be safe 6 Room Service 0 O 0 Most difficult to manage amp usually loses money Challenges FampB is served at great distances from production area 0 Productivity is low Goals 0 Deliver food on time Being pro table Avoid complaints of excessive charging Demand Forecast 7 Purchasing Dept o Buys all Products Used in the Hotel 0 Orders are given by Dept Heads PBX Telephone Dept is staffed 24 hrs a day Handles o Wakeup calls 0 Messagesvoice mail 0 Trained in Guest Services amp Emergencies Pro t Center Charge big bucks for local amp long distance calls Fitness amp Rec Exercise Rooms Rent Bikes Roller Blades European Spa Rent bicycles Pay TVMoviesGames In Rooms Sales amp Marketing Goals 0 Identify Target Market 0 Shape ProductsServices to meet Needs of Guests 0 Persuade Target Market to become Guests Engineering Physical upkeep of the Building Furniture Fixtures amp Equipment Preventive Maintenance Prolongs the Life of Building amp Equipment Accounting Budgeting Controlling costs Payroll Keep nancial records Security Hotel must Provide Reasonable Care to protect 0 Employees Guests amp Property 0 Handle Emergency Situations Key Control most serious problem Theft Murder and Rape problems Chief of Security is Head of Dept Usually a retired cop or FBI agenU