... |There’s Room In the Inn | Copyright © 2009, 2008 by University of Phoenix. All rights reserved. Course Description This course studies the lodging industry, its history, growth, development, and future direction. It covers front office procedures and interpersonal dynamics from reservations through the night audit. The course also examines career opportunities in lodging and resorts. Policies Faculty and students/learners will be held responsible for understanding and adhering to all policies contained within the following two documents: • University policies: You must be logged into the student website to view this document. • Instructor policies: This document is posted in the Course Materials forum. University policies are subject to change. Be sure to read the policies at the beginning of each class. Policies may be slightly different depending on the modality in which you attend class. If you have recently changed modalities, read the policies governing your current class modality. Course Materials Bardi, J. A. (2007). Hotel front office management (4th ed.). Hoboken, NJ: Wiley. All electronic materials are...
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...A Day in the Life of a Hotel Front Office Manager Stephanie Stokes 05/24/2012 HTT/250 Ms. Michelle Goodman, MAT MS A Day in the Life of a Front Office Manager Daily Schedule Time | Activity | 5:00 a.m. | | 5:30 a.m. | Review night audit | 6:00 a.m. | Check property management system and credit card processing machine, call IT to investigate problems | 6:30 a.m. | Meeting with Night Auditor about Thursday’s registration problems | 7:00 a.m. | Meeting with other overnight front office staff for a quick rundown of the registration process, include 1st shift front office staff in brief meeting if they are available | 7:30 a.m. | Have valet check on road repairs | 8:00 a.m. | Meeting with Maintenance Director about a/c problems | 8:30 a.m. | Meeting with Valet Manager to discuss info valet obtained and determine alternative routes | 9:00 a.m. | Check with IT about PMS and cc processing machine problems | 9:30 a.m. | Staff meeting – discuss night audit, briefly discuss Thursday night’s issues since they will be discussed more thoroughly with each responsible department in depth, and address upcoming events including Health Inspection this afternoon | 10:00 a.m. | Check on washing machine delay, clean-up, and repairs, call maintenance to address issue | 10:30 a.m. | Call conference director to apologize for the delay in registration | 11:00 a.m. | Meeting with Security Director and Parking Garage Manager | 11:30 a.m. | Meeting with Food and Beverage...
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...Departments: As a resort, its blueprints of the interior and architecturehave almost same with hotel. The Front desk, Housekeeping, Engineering and security, Food and beverage, Marketing and sales departments are for the resort’s smooth operation. Front Desk The front office is sometimes referred to as the front desk. In a small, limited-service hotel, the front office may consist, physically, of only that area reserved for guest registration. In a larger property, the front office will consist of many staff members, each responsible for a portion of the office’s management or operation. The duties of Front office are concerning questions on arrivals, meeting times, rates, food and beverage services, directions, transportation services, or whereabouts of the management staff and guests. And it is responsibility for collecting the revenue charged to guests for their rooms, restaurant meals, telephone calls, and a host of other hotel services. When forecasting room demand, accommodating guests, and collecting monies for services rendered, the front office generates a large quantity of data. This is the role of the front office to collect, sort and present these data in way that assists in management decision making. Other roles and responsibilities: Provide friendly and professional customer service at the front desks of the residence halls. Answer phones and respond to inquiries of residents and the general public. Create and issue keys. Sign out games and equipment...
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...Front Office department Front office department is the department that available for guests all the time both all day and all night especially at lobby area. This department is separated to two parts which are lobby area and office so, it needs to use energy at this area 24 hours. The reasons that this department has to available all time are because there are many guests come to check in and out, contact with them and solve the problems for them when they have. Plus, this department has to communicate with others such as housekeeping, reservation and also bell boy. The network resources that they use when contact to others departments and guests which is mobile devices or telephone. One of the duty of front office is bring the guests to their room and advice them about how to use all the equipments and electricity in the room. Moreover, this is the good chance in telling them to save energy in their room. Strength This hotel awareness in saving energy for lighting, air condition, electricity and office material. For lighting, this hotel change all of the light to be lighting Philips to save the energy around counter of front office department and around lobby. The area around lobby of this hotel is not large, so it can save energy due to use the lighting less. Plus, the counter of front office combines to concierge duty, thus it is the good way to save the light because there is only one counter. For air condition,...
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...Introduction Crowne Plaza Mutiara Hotel is the hotel what I chosen for my industrial training. The training was started on 04.01.2010 until 21.05.2010.As we know, training is an important process for us to experience a real working life and improve our skill, especially for hospitality students. In my humble opinion, the hospitality study without industrial training is just theory, I appreciated the chance that to be guided and trained by qualified trainers. The reason why I chose Crowne Plaza Mutiara Hotel as my internship placement are the fame of this five stars hotel and the location of the hotel.It is a business hotel which is located at the golden triangle of Kuala Lumpur, near by KLCC and Pavilion Shopping center. I like the working environment. The people there are willing to train trainee and willing to let us leaning. The training department allows me to require to different departments. They provided a good learning and working environment to trainee. The contents of this report are acknowledgement, introduction, Crowne Plaza Mutiara Hotel profile, the departments that I joined and a conclusion. I was gone to four departments during five months training which are Banquet Department, Housekeeping Department, Sales & Marketing Department and Front Office Department. There are some descriptions of every department, my duty and responsibility, difficulties and learning outcome. From my point of view, writing this report is for me to record what I did during...
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...support when preparing this assignment especially in group study. I also give thanks to the manager of Park Plaza Sherlock Holmes who helped me a lot to make my report on interior design successfully. Other staff also helped me that make my report very easy and interesting. They are such a good person and gave me the full information as well as the data to complete this report. Finally, I like to say that, I have prepared this assignment from own experience. I am ready to accept my unwilling errors and omission which belong to me. 2 Table of content 1. Title Page ...........................................1 2. Table of Content.................................. 3 3. Introduction........................................ 4 4. Activity 2..............................................5 5. Activity 3..............................................17 6. Activity 4 ..............................................22 7. Activity 5...............................................28 8. Activity 7..............................................38 9. Activity 8...............................................41 10. Activity 9...............................................41 11. Conclusion.............................................43 12. Reference..............................................44 3 Introduction Hospitality industry covers the area within the service industry that includes hotel industry. Room division operation is one...
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...is a compulsory subject for all students in Multimedia University which to help the students be confidently prepared and move their steps into real working environment before their graduation. In addition, it is also to help students to have the future opportunity of employment after they graduate. Exposing students to join companies as trainee is to cultivate them on adapting the real-working life. Students will be reviewed by both the company supervisor and faculty supervisor during the industrial training period. Students will be guided by company supervisor, who play an important role in leading the students in completing their training period. Students will gain a lot of experiences and skills throughout the industrial training period. All these valuable experience and skills may not be able to obtain during lectures and tutorials The skills may include presentation, communication, technological as well as disciplinary. During my Bachelor Degree course in Multimedia University, I compulsory to take Industrial training during the last semester of second year in my university life. I was given the chance to complete my industrial training in Golden Palm Tree Resort & Spa Sdn Bhd. My training period took me twelve weeks to complete, which started from 20th February 2012 and ended at 12nd May 2012. The main purpose of this internship report is to record down what I have learned during my training period. This report embody the background of the employer company that I...
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...to synthesize, apply and refine knowledge and skills learned in their academic experiences. In addition, practicum experiences are one of the primary ways in which department faculty members can observe and evaluate the skills of the student. Because of the importance of students’ practicum, the Department requires the student-trainee to prepare a narrative report of his practicum experiences in hospitality industry. This report was based on the student’s training experiences at the following establishments: Taal Vista Hotel, Taj of Tagaytay and Massimos Ristorante Italiano during the second semester of year 2007-2008 in Tagaytay City, Cavite, Philippines as a prerequisite for the subject HMT 12–Practicum. The practicum training was an exciting and memorable experience for the student because it gave her the first opportunity to employ the skills and theories she learned in classroom setting. TAAL VISTA HOTEL This section discusses topics which include: name...
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...further describes the hospitality industry as 'any combination of the three core services of food, drink and accommodation...a blend of 'tangible and intangible elements - and the service, atmosphere and image that surrounds them. Hospitality defines as the “reception and entertainment of guest, guest visitors with good well and friendly service”. Hospitality Industry is responsible for warm and friendly service to the people who have left their home for different propose service may differ depending upon type of the guest. Some of the examples of the hospitality industry are hotel, restaurant, pubs, nightclubs, travel agency, airlines, hospital etc. (Gurung, 2010) As Nepal is a country of Mount Everest, birth place of Lord Gautam Buddha, country of diverse culture, tradition, garden of different castes and religion. Every year thousands of tourists come to visit Nepal and enjoy the real life. So Nepal is a developing country in the field of Hospitality. In order to make our country much more developed then we must focus to establish good and friendly environment. Lets’ take a simple example there must be a good accommodation...
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...Introduction 1. Introduction At present in the world the largest and fastest growing industry is the tourism and hotel industry. Though, in Bangladesh the amount of manpower in hotel industry is not that much high with the comparison of the developed country. But in the near future this industry has a bright future in Bangladesh because of the charming natural beauty, lots of historical places and the largest sea beach of the world. The first part is about the Introduction of Hotel Sea Crown. For an expanding economy, a developed & efficient tourism Hotel is important. Bangladesh Resort and Hotel Limited has been incorporated in Bangladesh 09th day of june,2003 as a private company Limited by share under the companies Act 1994. The principle activity of the company is to business of hotel, restaurant, café, refreshment room. The commercial operation from 12th November,2004 with three star deluxe hotel constructed in its own land at Marine Drive, kala Toli, Cox’s Bazar and hotel named after “ Hotel Sea Crown” and its Corporate office is in Gulshan Model Town, Dhaka from where all reservation, marketing and accounts activities are operated. The methodology, scope of the report & the limitations are also described here. The second part is about overview of Hotel Sea Crown, which includes the historical background, mission & objectives of the hotel. It also plays a great role in Bangladesh. So it faces some threats. But it has a lot of opportunity here. All the departments...
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...EXECUTIVE SUMMARY Goa Marriott Resort and Spa is located on Miramar Beach facing the Arabian Sea and close to the capital city of Panjim, business and industrial belt and Old Goa with its history and cultural heritage. It is designed to meet the demands of both the business and leisure traveler. The hotel is headed by a General Manager. His name is Mr. Pavithran Nambiar. Under the General Manager, there are only seven departments of Human Resources, Finance, Food and Beverage, Rooms, Sales and Marketing, Engineering and Loss Prevention I got to do my training only in the Bell Desk (a section of the Front Office) and in the Restaurant (a section in the Food and Beverage Department). ORGANISATION STRUCTURE CHART INTRODUCTION TO THE TRAVEL AND TOURISM INDUSTRY Tourism in India has registered significant growth over the years. This has been led by growth in both leisure and business tourism. Rising incomes, increasing affordability, growing aspirations, increasing globalisation, and a growing airline industry along with improvement in travel-related infrastructure have supported industry growth. Tourism holds immense potential for the Indian economy. It can provide impetus to other industries through backward and forward linkages and can contribute significantly to GDP. Travel and tourism is the largest service industry globally in terms of gross revenue and foreign exchange earnings. It is also one of the largest employment generators in the world. It has been a major...
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...Front office and guest safety and security Security Issues ---------------------- Security encompasses areas such as security of the property itself, company assets, employees' and customers' personal belongings and valuables, life security, personal security etc. In all workplaces management stipulates that it is not responsible for valuables and employees personal belongings (their handbags, items kept in the personal lockers, etc.). Yet management must take all possible measures to prevent theft among employees and of employee belongings through its hiring practices and through the implementation of effective management, human resources and operational policies, such as: • Background checks of selected applicants • Policies related to employees' entry to, and exit from, the workplace • Spot checks of locker rooms and lockers • Effective supervision and control during the work cycle • Policies related to the discovery of criminal records and wrongdoing among, and by, employees • Control of people entering and exiting the workplace With regard to guest valuables, management informs guests that the hotel is not responsible for valuables left in the room, advising them to secure these in safety deposit boxes provided by the hotel. Besides taking care of security issues related to the people they employ (as outlined above), management must undertake some necessary measures, among which: • Providing "secure" (safety) deposit boxes...
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...Turon hotel opened in 2009 . The newest modern 11 floor building deluxe Hotel of Tashkent, designed to delight guests with its luxurious accommodations, is seeped in the warm tradition of Indian and Uzbek hospitality combined with International standards. Vision statement Every Room - A Home Mission statement Together we provide a caring, consistent and enjoyable experience, always enticing guests to return. To accomplish this, we attract, develop and appreciate talented people who are part of an inspired and dynamic team. Our success is measured by continuously enhancing our reputation, market position and financial performance to set the Tashkent luxury hotel standard. Accommodation Total Number of Rooms: 120 - Superior Guest Room: 56 - Premium Guest Room: 49 - Privilege Guest Room: 8 - Privilege Grand Guest Room: 7 Hotel Facilities * The Lounge Bar * The Park Café * Business center * Two meeting room * Non-smoking rooms * Indoor swimming pool * Sauna (female/male) * Massage rooms * Fitness Center * Outside Parking Organizational structure Board of directors Responsibilities of some positions: Organizational structure of the Park Turon Hotel is hierarchy. General Manager. A General Manager is responsible for the overall strategic planning and direction of the company or organization and leaves the day-to-day management of the various functions to the managers. Sales Manager develops...
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...was taking a total of 16 credit hours and working 40 hours a week. This was not an easy schedule to manage but I somehow managed to make it all work. After working as a switchboard operator for about one year, I applied for a position at the front desk. I was offered the position and came to love my job very much and was starting to learn a great deal about the hospitality industry. I truly loved my work so much so that I decided that I wanted a career in the industry and earning a degree in Journalism became secondary. I eventually quit school to devote all of my time to working in the hotel business. Three years after starting at the golf resort, I was offered a job at a much smaller, limited service hotel as a Front Desk Representative. I accepted the position knowing that in a smaller setting, I would have the opportunity to work more closely with the General Manager, Tracey. Tracey had been in the hotel business for many years and was considered to be one of the best within the property management company that owned the hotel. Tracey taught me the ins and outs of managing a small property. I learned about excellent customer service to how to read a profit and loss statement and everything in between. I was eventually promoted to Front Desk Supervisor and given a raise. I had the preferred schedule as well. I worked Monday through Friday from 7:00 am to 3:00 pm. I worked for Tracey for five years. I left my position there and West Virginia to move back to Pennsylvania...
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...A Hotels Structure and its Importance Name MGT 230 Date Instructor A Hotels Structure and its Importance A hotels structure is extremely important for a hotel to succeed. Without the proper structure, a hotel can fail extremely fast. The reason for this is the structure of the hotel is like a tree. The main root is the manager or general manager of the hotel. This person provides the training and guidelines for each department and the requirements for the employees. So the one root will branch out into many branches. If a structure or a tree has a bad part of the structure the entire structure can fall. My structure depends on the best of the hotel. It depends on the starting point of the structure and ends with the last root of the structure to create a good environment for the guest to always to return and feels as if he or she is at home. A hotels structure begins with the general manager. This person will set up how each department and person working for the hotel should do or treat each guest that stay in the hotel. The sales department will follow the general manager closely, marketing, and the best room rate forecasting for the guest that stay in the hotel. A hotel manager provides the structure for each department to follow and train on how to speak to guest and help his or her every need. It is important for the readers to know this about hotels because the structure or backbone of a hotel begins with the general manager and follows the list of employees the...
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