Estolano, Andrew, F. 3A1-5 HRM2B 1.

Hotel Industry Beginning and Overview

The Hospitality Industry is one of the major sources of revenue and employment In the Philippines as well as other countries. The word Hospitality refers to commercial services given to tourist and travelers by establishment like Hotel, Resort, Tour and Travel Agencies, Restaurant , Tourist Attraction Centers, Heritage Sites, Theme Parks, Entertainment and Relaxation Centers Like Bars, Theaters, Sports Complex and Leisure Centers. Hotel and Accomodation Establishments play a significant role in the promotion of the hospitality business since they provide most of the services needed. The Deparment of Tourism in the Philippines categorized accommodation Establishment as follows: Hotel is a building edifice or premises or an independent pan thereof which used for the Regular reception accommodation or lodginf og travelers and tourist and the provision of Services incidental thereto for a fee. Resort is a full-service lodging facility that provides access to or offers a range of amenities and recreation facilities to emphasize a leisure experience. Resorts serve as the primary provider of the guests experience, often provide services for business or meetings, and are characteristically located in vacation-oriented settings. Apartel is a building or edifice that has several independent and furnished or semi-furnished apartments. Pension House is a private or family operated boarding house/ Motorist Hotel (Motel) is a structure with several separate units and located along the highway with individual or common parking space. The operation of a hotel is largely influenced by its size. While there ar no exact criteria for size classification, it is common understanding that with less than 50 guestrooms are considered small, those with 50-250 rooms are said to be medium-size and those operating more than 250 rooms are considered large hotels. 2. General Idea of Rooms Divisions

Rooms division plays as an important role in working process of a hotel. This is the first department contact with guests, contribute to the profit and whole revenue. This essay will focus on the position of Mary OFlaherty Rooms division manager in the case study of Ramsden CD. It will point out the essential qualities of a modern executive rooms manager, compare and contrast Mary. It also analyzes her effectiveness as a manager and crucial factor of her department to the overall success of the Ramsden. First of all, Mary is the Rooms Division manager and her competencies have similar and different from the necessary skills for a Rooms Division manager. According to Rutherford (2007, P.176), the

rooms department is a combination of front desk and housekeeping. Hence, the essential skills for the Rooms Division manager must be the combination of both managers above department. 3. Function And Responsibility

A. The Front office is a business term that refers to a company's departments that come in contact with clients, including the marketing, sales, and service departments.In the hotel industry, the front office welcomes guests to the accommodation section: meeting and greeting them, taking and organizing reservations, allocating check in and out of rooms, organizing porter service, issuing keys and other security arrangements, passing on messages to customers and settling the accounts.In American professional sports, the term refers to upper management of a club, especially player personnel decision-makers. B. The Housekeeping is the act of cleaning the rooms and furnishings of a home. It is one of the many chores included in the term housework. Housecleaning includes activities such as disposing of rubbish, cleaning dirty surfaces, dusting and vacuuming. It may also involve some outdoor chores, such as removing leaves from rain gutters, washing windows and sweeping doormats. The term is often used also figuratively in politics and business, for the removal of unwanted personnel, methods or policies in an effort at reform or improvement. C. The Room Sales Handles room reservarion and sales 4.Sub Department and Their Functions A. A Front Desk employee taking an office/administrative support position. The work is usually performed in a waiting area such as a lobby or front office desk of an organization or business. The title "receptionist" is attributed to the person who is specifically employed by an organization to receive or greet any visitors, patients, or clients and answer telephone calls. B. Reservation Section which handles inquiries and reservation for room bookings. C.Bell Serivice whch is responsible for escorting guests during check in and check out and also for attending to guest luggage and for doing errands for the front desk. D. Telephone Exchange handles operates the switchboard of the telephone communication system. E. Concierge is the section that attends to various forms of guest service as like tour and travel assistance, directions to point of interest. G. Airport/Transport Assistance handles the transport terminal. H. Business Center handles special services like computer service, fax, email, Xerox, souvenir items.

5. Key Personnel and Their Roles

A. Front Office Manager normally refers to a management occupation within an organization or business. B.Front Desk Supervisor to oversee Front Desk operations, particularly the handling of registration of guests. C. Reservations Supervisor is to direct and oversees operations pertaining to room sales and reservations. D.Reservations Clerk is to attend to room sales and reservations. E. Desk Clerk is to attend to the registration of guests and provides information assistance. F. Doorman/Bellboy is to assist escort guests during check in and check out and runs errand for the front desk. G. Front Office cashier is to attend to the settlement of guests bill. H. Airport/Transport Representative is to transport guests to and from the airport other terminals. I. Concierge Officer is to attend to any request for guest assistance. J. Telephone Operator is to attend to all incoming and outgoing calls in the telephone exchange section.

Assignment # 2 HRM2B Estolano, Andrew, F. BS-HRM/3A1-5

Ma.Marla Gladys Kabigting

1.Define Property Management System {PMS} In the highly competitive hospitality industry, it is the intangibles that encourage guests to spend more, provide positive feedback and return to the property in the future. The most powerful of these intangibles is service. No amount of hiring, training or incentives can ensure top-notch service if employees dont have appropriate systems providing information at their fingertips. In addition, as properties incorporate more services and amenities, the need to integrate these functions becomes increasingly challenging and important. Technology has raised the bar, and Agilysys is at the forefront of this change with guest-centric solutions that help you tap into new revenue streams and serve your guests in creative new ways. Agilysys now offers three property management systems, each of which is designed to meet the unique needs of a specific segment of the hospitality industry. Our systems automate every aspect of hotel operations at one or multiple properties and enable you to enhance the guest experience and maximize your profits. Agilysys property management systems are used by leading properties throughout the world and are particularly well suited for hotel casinos, full-service resorts, multi-site enterprises, convention centers, condominiums and much more. 2. What Are The Common Software Options In PMS? RoomKey Hotel Software offers an internet marketing program that is powered by gCommerce Solutions, a leader in hospitality internet marketing. For more than six years, gCommerce has helped hotels and resorts throughout North America maximize their opportunity online and generate significant revenues, improving their overall market share. With more than 80 years of direct hospitality experience within its organization, gCommerce approaches internet marketing from the perspective of a hotelier, with a focus on bottom line revenues and care for your brand and image. We specialize in properties that have unique or challenging issues. Be it the a newly built property looking to establish market share in a competitive market or a property that is looking to the web to diversify market segments, powering a strong weekend business, gCommerce is skilled at providing unique and customized programs to meet your goals.

RSI Roomkey Property Management Software RoomKey is an easy to use, web based, property management software solution that meets the needs of any size hotel, inn or resort. RoomKey Property Management Software has everything you need to access GDS and Internet Distribution Systems, process reservations, check guests in & out, assign rooms, manage room inventory, service guest requirements, process billings and handle multiple accounting functions.