ROOMS DIVISION MANAGEMENT AND CONTROL SYSTEM
Week 1
Topic: ROOM DIVISION OPERATION
Learning objective: At the end of the lesson, student will be able to:
1. Understand the importance of the room division operation;
2. Identify the duties and responsibilities of the room division manager; and
3. Enumerate the areas of room division.
I. LESSON DISCUSSION
Introduction
Room division has a huge impact on your guests’ overall experience. A hotel room division is a room
specifically divided in a hotel. It includes housekeeping, concierge, porter and sometimes front and
back office as well. The structure of the hotel will vary from hotel to hotel. The variation can be
caused by differences in the size of hotel, types and level of services and the organization of the
management.
The departments are under the control of the Room Division Manager of Director of Rooms.
Room’s Division Manager
A room division manager has the following duties:
Responsible for the supervision of employees engaged in the operation of the front areas of
the hotel;
Coordinates with other departments in the hotel and maintains open communications with
them to find better ways to serve the guests;
Maintains responsibility for staffing, purchasing, and budgeting. Supervises the rooms
division payroll, availability controls, and monthly plans.
Room division manager’s knowledge includes a complete understanding of hotel operations,
specifically those operations involving the front office, housekeeping and basic accounting
procedures.
AREAS OF ROOM DIVISION
Front Office
It is the department of the room division that is called as the “nerve center of the hotel.” It is also the
most visible of all departments.
Functions of the Front Office
Sell the rooms
Maintain balance guest accounts
Offers services such as faxes, mails, message
Process advance reservation
Register the guest
Room the guest
Handle guest luggage
Issue room keys
Provide information
Administer telephone service
Check out guest
Functions of the Front Office Manager
It is basic function of the front office manager to directly supervise the front desk,
reservations, concierge and PABX. He also assists the rooms’ division manager in
complaining information for reports;
Assists in the training and cross-training of front office employees;
Prepares monthly reports;
Assists the rooms division manager in formulation and implementation of front office
policies and procedures.
1. Reservation
This is the section that plays more important role in the front office department. It helps and
assists guest reservation. Reservation acceptance can determine the effectiveness of the
reservation process as the evidenced on the flow of operation in the reservation section.
Reservations Manager
The reservations manager’s basic functions are to supervise and oversee all the operations of the
reservation area.
Assures that all reservations, both group and individual, are recorded and followed up as
necessary.
Makes sure proper telephone etiquette is used and correct information is being given to
potential guests.
Assures that personal service is stressed and that sales techniques are being used
appropriately.
Follows up on tentative booking, watching cut-off dates, and monitoring group tour
business accounts blocks for productivity.
Trains reservation agents and setting up cross-training programs.
Reviews all VIP reservations and working with the rooms division manager and the front
office manager on assignments.
Prepares and distributes to concerned departments a weekly, monthly reservations and
revenue forecast.
Handles requests for reservation information and room rates.
Develops and maintains a solid working relationship with the central reservations office
and travel agents.
2. Concierge
Concierge services are common in European hotels and available for over a century. Today, most
full-service hotels in America and Asian Countries are also available. The basic task of a
concierge is to serve as the guest’s liaison with both hotel and non-hotel services.
In a sense, the function of a concierge is an extension of the function of a front desk agent. A
concierge must be resourceful and knowledgeable about the hotel and the surrounding
community. Regardless of whether concern in-hotel or off-premises attractions, facilities,
services, or activities, a concierge specializes in providing assistance to guests.
Typical Guest Requests Handled by a Concierge includes:
Providing directions and information
Making airplane, theater, train ticket
Reserving for dining
Arranging for secretarial services
Handling mail and parcel services
Arranging transportation
Limousine services
Airport Representatives
Providing directions and information
Making airplane, theater, train ticket
Reserving for dining
Arranging for secretarial services
Handling mail and parcel services
Arranging transportation
Limousine services
II. REFERENCES
Elpedia M. Marte-Lago, MBed Leo Benjamin Jerusalem: Room Division Management and
Control System, 2011
