Rooms Division

Rooms

Reservation

UniformedServices

Concierge Reception

Telephone

Housekeeping

Laundry

Security Engineering

Reservations

Reservations – Duties and Functions

     Maintain a professional appearance

        Master hotel information

        Answer phones

        Handling reservations: Telephone, Email, Letter, Fax, In Person, Computer

       Handling changes on reservations

        Processing special requests/preferences

        Regret over bookings

        Standard form letters / sending faxes/emails

        Processing travel agency bookings

        Dealing with deposit, vouchers and rebates

        Interpret room inventory control log

        Check and review all next day reservations

        Processing hotel special rates and packages plans

        Routing instructions

        Handling VIP reservations

Concierge &

Uniformed Service

Concierge – Duties and Functions

      Maintain a professional appearance

        Master hotel information

        Remain aware of current and new developments

        Attend to VIP guests

        Respond to guest complaints

        Know city information

        Make dinner reservations and give directions

        Understand hotel safety and security features

        Coordinate babysitters

        Answer phones

Uniformed Services – Duties and Functions• Maintain a professional appearance• Master hotel information• Answer phones• Greet the guest• Room the guest• Stand at post with excellent appearance• Handle and store luggage • Answer guest inquiries• Assist guest Check-Out• Understands actions taken during emergency• Maintain teamwork• Handle master key• Know local restaurants, tourist attractions• Maintain front of the hotel• Control traffic• Raise, lower flags• Deliver amenity and give-aways• Deliver newspaper/messages

Reception

Reception – Duties and Functions• Maintain a professional appearance

• Master hotel information

• Answer phones

• Review correspondence daily

• Ensures Reception is aware of special billing arrangements

• Clarifies and checks group information prior to arrivals

• Review and prepare group bill after departures

• Checks that room counts are accurate

• Ensure all Housekeeping information is correct

• Checks on departures, stay-overs, extra departures, VIP arrivals and special requirements

• Checks accuracy of guest folios

• Control stock inventory

• Ensure that Reception and Reservations staff are fully aware of rates, programs and special promotions

• Prepares input for room operation forecast: budget and outlook

• Attends and holds meetings: Operation, Departmental, etc

Reception (Cont...)

• Maintains contacts with other hotels• Interprets and communicates company policy• Monitors general development of hotel business and advises senior management of any

change trends• Carries out departmental induction and training for all new and existing staff• Interviews for selection and appraisal• Carries out disciplinary interviews• Holds problem solving meetings and monitors morale• Prepares time sheets• Prepares duty schedules• Prepares holiday and vacation schedules• Ensures that the following procedures are understood:

o Fire and safetyo Bomb threato Power failureo Medicalo Deatho Contingency plan

Reception (Cont...)• Handles overbooking situation• Coordinate Out-Of-Order rooms• Routing instructions: groups and individuals • Handling blocking requests and group arrivals• Handling:

o Pre-registered guestso Walks-inso Day-use reservationso Upgradeso Rebates

• Room allocation• Processing arrivals (check in)• Processing departures (check out)• Handling room and rate changes• Dealing with special requests• Handling guest mail and messages• Handling hotel package plans• Handling travel agency booking• Dealing with handicapped guests

Reception (Cont...)• Dealing with housekeeper’s reports• Handling turn-aways• Preparing night clerks’ report• Checking next day reservations• Handling complaints• Up-selling situations• VIP procedures • Manage room type• Safety-box procedures• Control Reception files• Handling all postings: Banquets, F & B, Health Club, Business Center, etc• Routing instructions• Conduct room inspection

Telephone / Communication

Telephone – Duties and Function• Maintain a professional appearance• Master hotel information• Answering incoming calls• Answering in-house calls• Routing calls to departments and guests• Making local and long distance calls• Control and monitor telephone system• Handling Wake-Up calls requests• Taking and delivering messages/faxes• Operating bleep system• Emergency procedures:

o Fire and safetyo Bomb threato Power failureo Medicalo Contingency plan

• Handle guest complaint calls

Housekeeping

Housekeeping – Duties and Functions• Maintain a professional appearance• Master hotel information• Answer phones• Greet the guest• Preparing maid’s cart• Preparing for entering a room• Making beds• Cleaning and arranging tables and drawers• Cleaning windows and mirrors• Cleaning and arranging washbasins• Cleaning bath and shower• Cleaning floor and walls (bathroom)• Cleaning doors• Setting out bathroom (towels, etc)• Vacuuming• Cleaning wardrobes• Filling guest notecase• Conduct light pressing and mending• Shine shoes

Housekeeping (Cont...)• Deliver turn-down service• Inspect coffee/tea tray facilities• Checks fax machines in all suites • Emergency procedures:

o Fire and safetyo Bomb threato Power failureo Medicalo Contingency plan

• Reporting faults• Key procedures• Maid’s room report• Checking maids in and key procedures• Allocating work• Inspecting rooms check-out• Inspecting room served • Preparing maintenance orders• Preparing housekeepers’ reports• Issuing store• Dealing with lost property• Carrying out VIP room checks• Carrying out appraisal interviews

Laundry / Dry Cleaning / Valet / Linen

Laundry.... – Duties and Functions• Maintain a professional appearance• Master hotel information• Answer phones• Repairing and maintaining linen• Issuing new linen• Writing off linen• Issue of new and clean uniforms• Withdrawing uniforms• Cleaning of soft furnishing• Checking on deliveries• Distribution of linen• Counting and checking dirty linen• Re-making damaged linen for re-use• Quality inspection of laundry• Stock-taking• Quality inspection of in-use linen and uniforms• Preventing hoarding• Using washing machines• Using dry cleaning machines• Using Processing machines• Folding Laundered linen• Interviewing for selection

Security

Security – Duties and Functions• Maintain a professional appearance• Master hotel information• Answer phones• Maintain key control• Understand and respond to alarm devices• Maintain hotel safety & security• Maintain departmental security and loss control• Handle emergencies• Administer first aid• Patrol hotel property• Write reports• Keep records• Promote guest and employees relations• Knowledge of legal terminology• Check package passes

Fluxograma

É a representação gráfica de um processo que indica a sequência das suas etapas e actividades individuais.

São úteis:

• Como parte da recolha de dados;

• Para projectar um processo melhorado;

• Para testar e documentar o processo melhorado

Fluxograma

• Identifique os pontos de início e fim do processo com um círculo;

• Utilize setas para indicar o fluxo de trabalho de uma actividade para outra. Em geral, de uma etapa de acção sai uma única seta, que é representada por um rectângulo;

• Utilize losangos para indicar os pontos de decisão. Dos losangos sai mais de uma seta.

Fluxograma

• Em geral, as decisões “Sim” têm um fluxo vertical e as “não” um fluxo horizontal.

Mapa de ProcessoÉ uma técnica para análise de un processo,

tendo em vista determinar onde e porquê ocorrem as maiores falhas. O mapa de processo é o primeiro passo a dar quando se avalía um processo e se projecta um processo.

É útil nas seguintes etapas:

• Para identificar onde estão os problemas ou falhas do processo

Mapa de Processo• Para recolher e analisar dados sobre o que

existe actualmente;

• Para documentar os inputs, outputs, o fluxo de actividades e medidas do processo actual;

• Para avaliar até que ponto o processo actual está a funcionar bem, identificando as falhas, as causas prováveis e os alvos preliminares de melhoria;

Mapa de Processo

• Para projectar um processo melhorado;

• Para fazer um acompanhamento do processo do teste piloto;

• Para comparar os resultados do teste piloto em relação ao plano;

• Para documentar o processo fiável para utilização por outras pessoas da empresa.

Mapa de ProcessoComo elaborar um mapa de processo:

• Identifique o “processo-chave”. Utilizando as informações dos seus clientes, identifique o processo responsável pela maior lacuna entre as expectativas e percepções do cliente.

• Identifique as principais funções envolvidas no processo e ponha-as numa lista do lado esquerdo do mapa.

Mapa de Processo

• As funções incluem unidades de trabalho, grupos de trabalho e departamentos.

• Identifique o ponto de partida, incluindo-o no lado mais à esquerda do mapa e na linha da função correspondente. Inclua as actividades associadas a cada função, da esquerda para a direita. Evite pormenores.

• A passagem do tempo é indicada pelo fluxo

Mapa de Processo• ...do processo, da esquerda para a direita.

• Ligue as actividades com uma seta que vá do fornecedor ao cliente imediato. As setas podem ter duas direcções, indicando a interacção entre duas funções relativas à mesma actividade.

• Depois de terminar a representação em mapa, identifique as medidas existentes para cada resultado.

Mapa de Processo Processo:

Funções

Data:

Sequência das Actividades

Tempo

Mapa de Processo