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Full Description
A Professional Guide to Room Division Operations is a training manual for the students and professionals in the room divisions of hospitality organizations. The book is divided into two parts - Part I is on Front Office Operations, which discusses topics like front office organization, revenue resources, guest segmentation, reservation, tariff, reception, bell centre, support centres, call operations, billing, handling special situations, guest cycles and so on. The second part on Housekeeping Operations discusses topics on linen and uniform room operations, organization of housekeeping, cleaning and polishing, public area cleaning, area inspection, in-room services, interior decoration, laundry services, pest control and waste disposal, safety and security, room selling techniques, night auditing, and so on. With its wide coverage and approach to the subject, the book will serve as a complete standalone resource for students, front office, hospitality and housekeeping professionals.
Salient Features:
Learning aids include learning objectives, examples, chapter activities, key terms and review questions.
Every operation is given in a step-wise manner following the standard operating procedures in the industry
Scroll boxes have been used to present important and interesting facts.
Labelled diagrams have been used to aid understanding of the concepts.
Contents
Part A: Front Office Operations Part B: Housekeeping Operations
1. Introduction to Hotels 17. Role of Housekeeping
2. Introduction to Room Division 18. Housekeeping Organization Structure
3. Front Office Organization Structure 19. Linen and Uniform Room
4. Hotel Revenue Resources and Guest Segmentation 20. Cleaning and Polishing
5. Prologue with Rooms 21. Guest Room Cleaning, Inspection and In-Room Services
6. Room Tariff 22. Public Area Cleaning and Inspection
7. Reception Section 23. Laundry Services
8. Cash Section 24. Fabrics and Fibres
9. Telephone Section 25. Interior Decoration
10. Reservation Section 26. Flooring and Wall Covering
11. Bell Desk 27. Pest Control and Waste Management
12. Supportive Centres 28. Safety and security
13. Mail & Message Section 29. Room Selling Techniques
14. Handling Situations 30. Night auditing
15. Registration 31. Coordination of Front Office with Other Departments
16. Guest Cycle Index
