Categorias: Todos - revenue - financial - policies - reservation

por Mark Kor 17 anos atrás

1221

Lodging Systems & Operations - 2007/08

Effective management of lodging establishments involves various systems and operations, including front-of-house reception and financial procedures. Key responsibilities across departments include comprehensive check-in and check-out processes, guest registration, and room assignment.

Lodging Systems & Operations - 2007/08

Lodging Systems & Operations

ISO14000

What are the benefits?
Why is it important?

Delivery Systems

Opera
Materials covered during revision and tutorials
Delivery Systems in lodging

Reception

Policies & Procedures

Compliance with operations manual and standards

Steps

Operations Manual

Describe the staff duties for each department

Key components of financial statement in lodging establishments

Benefits

A more targeted marketing process, as a result increased revpar

Accurate sales forecast, more definite staff scheduling, short and long term planning for rooms inventory

Provides important information for management decisions like pricing strategy

Maximize Revenue

Sell high when demand is high

Yield Management

Revpar

To ensure accuracy

Be aware of special events or other factors

Accurate historical record must be kept

Average Daily Rate

% of occupancy

Check-out & settlement

PMS create guest history

Room status update

Settles account

Check-in steps

Issue room key

Things to note?

Protect guests?

Check mode of payment

Methods

Vouchers

Direct Billing

Credit Cards

Cheques

Cash

Purpose

Registration

Collection of guests important information

such as?

reconfirm room rate

Room assignment

Preparation of guest arrival

Purpose?

Activities are?

Reservation

Reservation Process

Common Reservation Reports

Expected Arrival & Expected Departure

No-Show reports

R. Cancellation

R. Modification

R. Creation

Reservation Reports

Helps in forecasting

Accurate monitoring of room availability

ensure better yield & rooms management

Helps maximize room sales

Tools used

Density Charts

Cancellation Form

Amendment Form

Reservation Form

Enquiry Process

Diagram of Reservation Enquiry Process

Guest history

Hotel staff collects information

Why is it important

Ways to encourage staff?

Create constant awareness with signage in all staff areas etc

Reward staffs who contribute ideas for improvement

Provide sufficient training for new staff to get them up to speed quickly

Offer commission for staff who upsells the most revenue

Give incentive for staff receives most compliments from guests

Good planning of room inventory

Long and short term planning

Better staff Scheduling

Provide important management information

Sales forecast

Opportunity to up-sell

Create potential customer for other departments

Sell main product of hotel

First impression

Differentiation
BOH
FOH

Customers Perspective

Identify important factors that facilitate excellent service
Changing Trends
Hospitality Guest
As a result of Service Gap

How to handle?

Follow-up

Promise to take action

Restate understanding

Validate the guest's feeling

Define the problem

Never be defensive

Guest complaints

Service Gap

Gap 4: Promisese do not match delivery

Gap 3: Employees are unable and/or unwilling to perform

Gap 2: Service-quality standards not developed

Gap 1: Mgmt does not know what guests wants

Key factors that affect guest relations

Expectation

Communication

The importance of Guest Relations
New ideas of alternatives
What help in providing Service Quality

Productivity

Efficiency

How GC translate operationally
Guest Cycle
Service Required
Departure
Occupancy
Arrival
Pre-arrival

Overview of Lodging Properties

Service Encounter
Its elements

Physical Evidence

Delivery System

Service Provider

Customer

Moments of Truth

Memorable

WOW

Types of Lodging Properties
S.O.T.L
Levels of service
Target Market
Ownership & afficialiation
Size