with the guest: the employee. Excellent hospitality companies understand the value it is to train employees. However‚ it is not training alone that employees need to keep excellent service excellence. There are 5 qualities an employee should have to ensure maximum service equality and guest satisfaction. Excellent hospitality companies like the Ritz-Carlton and the Hilton understand how valuable it is to train employees. They understand that keeping the guest happy is what keeps the guest coming
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Manager The hotel General Manager has a multitude of responsibilities. He/ she must ensure a reasonable return on investment‚ keep guests satisfied and keep employees happy Larger hotels can be more impersonal. -Here‚ the GM may only meet and greet a few VIPs -In the smaller property‚ it is easier— though no less important— for the GM to become acquainted with guests to ensure that their stay is memorable and to secure their return The GM is ultimately responsible for the performance of the
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Service Attendants F&B Outlet Provides service to all hotel guests by assisting them w/ their F&B requiremen ts. Guest contact in the in-stay phase; preparations during the pre-arrival & postdeparture phases. Director of F&B F&B Outlet Manager/ Maitre d’ hotel F&B Outlet Supervisor / Captain/ Sommelier / Chef de Trancheur Chef de Rang Provides F&B service for all events held in the hotel Guest contact during an event; meeting w/ guest & sales negotiation on the pre-arrival phase; preventive
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3.2 The Case study (Providing information to the guest knowledge of the city & country) . 3.3 Alphabetical index rack 3.4 Paging of Guest 3.5 Handling guest room keys & mails & Key rack
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DESIGN AND IMPLEMENTATION OF A COMPUTERIZED HOTEL BUSINESS BILLING SYSTEM. (A CASE STUDY OF MODOTEL HOTEL LIMITED ENUGU) PRESENTED BY OBIAKOR PAULINE O. CS\N2004\014 DEPARTMENT OF COMPUTER SCIENCES INSTITUTE OF MANAGEMENTS AND TECHNOLOGY‚ ENUGU‚ (I.M.T) ENUGU STATE. JULY 2005 TITLE PAGE DESIGN AND IMPLEMENTATION OF A COMPUTERIZED HOTEL BUSINESS BILLING SYSTEM. (A CASE STUDY OF MODOTEL HOTEL LIMITED ENUGU) PRESENTED TO DEPARTMENT OF COMPUTER SCIENCES INSTITUTE OF MANAGEMENTS AND TECHNOLOGY‚ ENUGU
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Higher National Diploma in HOSPITALITY MANAGEMENT Unit Title: Rooms Division Operations Assignment Title: Assignment 1 – Rooms Division Services Abstract Increasing the rate of room occupancy is the main target of hotel organizations. Hotel organizations also looks at the achieving customer satisfaction and finally get high profit margine. To get high level of customer satisfaction every department of hotel organization are very important. The internal communications in between departments
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itself under its own brand name in addition to - individual brand can be very powerful - participating in Rosewood-related advertising - low awareness of the corporate brand - brand-wide usage among guests and was an untapped asset - customers are not making the connection between the corporate brand and the individual brand - difficult to position a collection of properties in an increasingly crowded field of luxury operators
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Lobby 500 0.65 m2 / person 325 m2 1 325 m2 NBC Lounge - 0.40 m2 / guest room 100 m2 1 100 m2 TSS Front Office (Includes Safety Deposit) 3 0.10 m2 / guest room 25 m2 1 25 m2 TSS Toilet Male Toilet ( Restroom Included) - 24m2 / 250 guest rooms 24m2 1 24 m2 TSS Female Toilet - 14 m2 / 250 guest rooms 14 m2 1 14 m2 TSS Female Restroom - 14 m2 / 250 guest rooms 14 m2 1 14 m2 TSS Clinic 10 4.36 m2 / person 43.6 m2 1 43.6 m2
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.........................7 The Rooms Division Organisation.................................................................................. 18 The Organisation of the Front Office Department ................................................... 22 Guest Cycle ............................................................................................................................ 37 Topic 2 – SAFETY‚ SECURITY AND CUSTOMER CARE RESPONSIBILITIES....................................................
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Robert Hartman May‚ 2008 1 Agenda • • • • • • • What is a Service Audit? Dimensions of Service Guest Touch Points Event Environment Moments of Truth Observable Standards Audit Results 2 1 What is a Service Audit? • A Formal Study of Actual Service Performance – Based on Observable Standards – Performed by Disinterested Observers – Qualitative • Gathers Impressions • Characterizes Guest Experience – Quantitative • Gathers Data • Reports Operations & Performance 3 Dimensions of
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