Week 3: Rooms Division

Operations - Housekeeping

Topic Objectives
 Room division products, team and roles –
housekeeping
 List the complexities and challenges of the
housekeeping department.
 Calculate occupancy percentages, average daily
rates and actual percentage of potential rooms
revenue

February 2009 1
Rooms & Visitors

http://unwto.org/facts/eng/pdf/barometer/UNWTO_Barom08_2_en_Excerpt.pdf

February 2009 2
Tourism Receipts 2006

USD736,772,000

USD734bn

Source: UNWTO

February 2009 3
Pacific Tourism Receipts
Share for 2006?

USD736,772,000

USD154,742,000

NZ 3.070%
FJ 0.280%
SB 0.003%

Source: UNWTO

February 2009 4
World Tourism Numbers 2007

903 m

France 81.9m

February 2009 5
Rooms & Visitors

0.002% of
903m

February 2009 6
Rooms & Visitors

0.0185% of
903m

February 2009 7
Rooms & Visitors

0.0107% of
903m

http://www.stats.gov.ck/Statistics/Tourism/tourism_total.htm

February 2009 8
Hotel room revenue in Fiji

59.9%

http://www. spc.int/prism/country/fj/stats/
20.3%
February 2009 9
Figure 5-9
Housekeeping Personnel (pg. 199)

Factors that
determine team
make-up and
numbers:

• Room Count
• Room Size/Type
• Hotel Type
• Location
• Star Rating

February 2009 10
Hierarchy in the department

Manager

Supervisor
Shift, Department

Frontline:
Housemaid, Laundry Worker, Uniforms,
Stores, Public Areas

February 2009 11
Role of the Housekeeper.
Text pg. 198

Executive Housekeeper

Management of Resources:
Staff, Equipment

Maintaining Standards:
Procedures, Cleanliness, Time, Costs

Maintaining Records:
Procedures, Finances, Resources, Staff
February 2009 12
Duties of the Supervisors.
Text pg. 200

Maintaining Standards
• Staff Attendance
• Uniform, Grooming
• Work equipment
• Monitoring resource
Record Keeping Supervisor usage
• Work Rosters
• Resource issues Role • Room Cleanliness
• Work Schedules
• Guest comments
• Training requirements

February 2009 13
Duties of Housemaids
Housekeeping
Associate

Clean Room

Text pg. 121

February 2009 14
Hotel Room Types
Categorising Hotel Rooms

Resorts
Rooms, Villas, Bungalows

Hotels & Resorts Rooms:

Standard, Double, Suites.

Backpacker Operations
Dormitories, Single & Double Rooms

February 2009 15
Hotel Room Amenities
Text pg. 201

Implements: Jug, Dresser

Dryer, Clock Radio TV

Safe Coffee
Room Table
Amenities
Sofa/
Closet:
Chairs
Bags, Clothes
Bed:
Side Single,
Mirror Double, King
Tables

February 2009 16
Servicing Hotel Rooms
Text pg. 204

Maintain Safety of the

Standards Worker

Costs &
Productivity
February 2009 17
Servicing Hotel Rooms
(MOODLE reading: O’Shannesy et al, 2001)

Resources:
• Cleaning Equipment
• Linen
• Chemical
• Amenities

Information:
Master Key
Briefing on – room status,
For Access Team, guest requests

February 2009 18
Hotel Room Types (www.hideawayfiji.com)

Rack rate

February 2009 19
Hotel Room Types

February 2009 20
Different Room Rates
1. Rack Rate
 The normal highest determined rate per hotel
room
2. Corporate/ Government/ AAA/ Group/
Agent/ Discount rate
 A rate lower than the rack rate offered to
induce/ keep customers and business
3. Complimentary Rooms
 Offered by the operation to generate and
keep business – on the house/ account
February 2009 21
Hotel Occupancy Statistics

Occupancy Statistics
 Room Occupancy Percentage (ROP):
Occupancy Rate
Calculated per day/ week/ cycle

Formulae:
Rooms Occupied/ Total Rooms Available

February 2009 22
Hotel Occupancy Statistics
 Hotel Room Statistics – Occupancy Rate
Suites 9/10
Standard 29/35
Executive 18/20
56/65
 Rooms occupied August 15: 56/ 65

 Occupancy Rate for March 9: 86.2%

February 2009 23
Hotel Revenue Statistics: ADR
Revenue Statistics
 Average Daily Room Rate (ADR) =

Total Rooms Revenue

Total Number of Rooms Sold

Significance?
Assesses room revenue against rooms sold for
the time span – day, week, month, quarter.

February 2009 24
Hotel Occupancy Statistics
 Average daily room rate: ADR – March 9

Type Count Rack Corp. Disc. Rm. Rev.

Suite 10 7x340 2x290 0 2,960
Executive 20 12x280 6x230 0 4,740
Standard 35 20x240 0 9x180 6,420

Total Revenue/ Total Rooms Sold

14,120 / 56
ADR for March 9: $252
ADR for February: $302
February 2009 25
RevPAR
Developed by Smith Travel Research

Revenue, Per, Available, Room

RevPAR is the average rate per room for a

specific time frame – business quarter, year.

February 2009 26
RevPAR
1. How is RevPAR used?
It is a measurement of business
performance (revenue against rooms
available) per time span
It is the result of business performance:
 Market Share/ Knowledge
 Product Quality
 Pricing Strategy/ Competition

February 2009 27
Calculating RevPAR
Occupancy Rate (OR): Rooms Sold/
Total Rooms

Average Daily Rate: Total Revenue/

Total Rooms Sold
Time frame: 90 days
Total number
of rooms available: 65
February 2009 28
Calculating RevPAR
1. Occupancy Rate 56/65 x 100 = 86%

3. ADR $14,120/56 = $252

5. Time 90 days

7. Total Rooms 65

February 2009 29
Calculating RevPAR
1. Method One
ADR X Occupancy Rate
$252 x 0.86
RevPAR: $216.72

February 2009 30
Calculating RevPAR
1. Method Two
Total Revenue/ Total Rooms
((65 x 252/65) x .86) x (90x65)
((Total rooms x ADR/Total rooms) x Occupancy) x
(Number of days x Total rooms)/ (Number of days x
Total rooms)

Total Revenue: 1,267,812

Total Rooms: 5850

RevPAR: 1,267,812 / 5850

$216.72
February 2009 31
RevPAR
RevPAR is affected by:
2. The Room Rate.

The room rate is determined by quality,

market share, location & marketing ability
4. The Occupancy Rate.

The occupancy rate is effected by room

rate, demand, competition, economy factors

February 2009 32
RevPAR status

February 2009 33
Housekeeping Challenges
1. Team diversity retention
2. Technology – information and processes
3. Worker productivity – standards, economics
4. Yield management - perishability
5. Green policies/ benchmarks and energy
management
6. Property and guest security

February 2009 34
Summary
1. Hotel revenue and housekeeping
2. Team responsibilities for quality and
standards
3. Room types and value addition
4. Maintaining standards – cleanliness/ time
5. Housekeeping resource needs?
6. Hotel room statistics:
ADR, Occupancy Rate and RevPAR
calculation
February 2009 35