A Professional Guide to Room Division Operations
Contents: I. Front Office Operations: 1. Introduction to Hotels. 2. Introduction to Room Division. 3. Front Office Organization Structure. 4. Hotel Revenue Resources and Guest Segmentation. 5. Prologue with Rooms. 6. Room Tariff. 7. Reception Section. 8. Cash Section. 9. Telephone Section. 10. Reservation Section. 11. Bell Desk. 12. Supportive Centres. 13. Mail & Message Section. 14. Handling Situations. 15. Registration. 16. Guest Cycle. II. Housekeeping Operations: 17. Role of Housekeeping. 18. Housekeeping Organization Structure. 19. Linen and Uniform Room. 20. Cleaning and Polishing. 21. Guest Room Cleaning, Inspection and In-Room Services. 22. Public Area Cleaning and Inspection. 23. Laundry Services. A Professional Guide to Room Division Operations is a training manual for the students and industry 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 FO 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.