Module 1
h) Kiosk A shop in the lobby of the hotel will either be operated directly by the hotel, or, more commonly, rented out as a concession to a specialist company. It will sell newspapers, giſts, tobacco and other useful articles. In the concession agreement, the hotel will have the right to dictate important points concerning the opening hours and the range of goods on sale. Tey may insist, for example, that the kiosk sells toothbrushes and toilet articles as a service to guests. Tey may equally refuse permission for some things to be sold, believing that it would not fit the image of the hotel.
i) Housekeeping Numerically, this is the largest department of a hotel, because one staff member is needed for every 12 – 15 rooms. Te housekeeper is responsible for the preparation of guest rooms for sale and the cleanliness of all public areas of the hotel. Close liaison between the housekeeper and reception is essential so that rooms are available to let as quickly as possible. Requests for extra blankets or other services are oſten passed to housekeeping through the reception department. Most housekeeping staff will work between 8 am and 4 pm although some staff members and a supervisor will be on duty during the evening until 11 pm to service the rooms of late departures, carry out cleaning duties, and possibly turn down beds. In some transient hotels, 24 hour servicing is provided by the housekeeping department.
To summarise, the main responsibilities of this department is: • Inspects rooms before they are available for sale • Cleans occupied and vacant rooms
• Communicates the status of guest rooms to reception
• Cleans and presses the hotel’s linens, towels and (sometimes) guest clothing • Maintains inventory items.
j) Bills Office Tis department, like advance reservations, is not a direct guest contact one. Also, like advance reservations and reception, it is oſten used as a training ground for people who will later work as a cashier. Te main task is the posting of charges and payment onto guest bills and extracting summaries of sales figures. Clearly, bills office staff need to be methodical in their working habits and have a grasp of figures, even though much of the work is carried out on computers or calculators.
Te cashier and bills office staff report to the hotel accountant for matters of operating procedure, training and policy but are responsible to the rooms manager for their shiſts, appearance and supervision of day-to-day matters. Tis split responsibility requires a good working relationship between the rooms division manager and the hotel accountant so that there is no conflict in the instructions that are given to the operating staff of the departments.
Did You Know Te hours and shiſts as discussed in this section might change to suit the needs of individual hotels. Depending on the size of the hotel, the number of staff in each of the departments will vary. In some large hotels the advance reservations department might consist of a number of staff members, some dealing with individual reservations and some with group reservations.
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FutureManagers
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