Rooms Division Operations I
FOUNDATION COURSE IN ROOMS DIVISION OPERATIONS - I (A) (THEORY)
Unit 1: Introduction to Hospitality & Hotel Industry
Origin & Evolution
Domestic & International Hotel Companies
Hotel Organization: Full-Service Hotels Limited-Service Hotels
Revenue & Non-Revenue Producing Departments
Staff Organization
Rooms Division Hierarchy (Including Engineering Department)
Unit 2: Classification of Hotels
Classification Based on: Size Target Market Location Clientele Facilities Offered
Levels of Service: Star Classification HRACC Guidelines
Ownership & Affiliation
Types of Rooms: Room Sizes (with reference to HRACC) SMART Rooms & Differently Abled Guest Rooms
Basics of Charging: Check-in/Check-out 24-Hour Policy Night/Day Use
Types of Room Rates: Special Rates
Meal Plans: EP (European Plan) BP (Bermuda Plan) CP (Continental Plan) AP (American Plan) MAP (Modified American Plan)
Unit 3: Guest Cycle
Stages of Guest Cycle
Related Front Office Function Areas
Pre-Arrival: Reservations I:Confirmed Guaranteed/Non-Guaranteed Tentative/Waitlisted Reservations II:Reservation Procedure (FIT: DFIT & FFIT, Group, VIP) Sources: Direct, CRS, GDS, Intersell Agencies Modes of Reservations: Verbal & Written Amendments & Cancellations
Unit 4: Arrival
Arrival I: Bell Desk & Valet Services Functions Procedures
Arrival II: Creating Registration Record Assigning Room & Rate Establishing the Method of Payment Issuing Room Key Fulfilling Special Requests DFIT, FFIT, Walk-in, VIP & Group Express Check-In Self-Registration
Room Selling Techniques: Upselling
Unit 5: During the Stay
Concierge Services
Mail & Message Handling
Room Change Procedure
Special Procedures: Wake-Up Call Newspaper Delivery & Transport Arrangements
Service Recovery: Guest Relations Handling Complaints Follow-up Procedures Complaint Handling Apps/Escalation Matrix & Root Cause Analysis
FOUNDATION COURSE IN ROOMS DIVISION OPERATIONS - I (B) (THEORY)
Unit 1: Introduction to Housekeeping
Scope of Housekeeping
Importance, Opportunities, and Application in the Hospitality and Allied Sectors
Unit 2: Housekeeping Department
Areas of Responsibility with a Brief Description of Sub-Departments in Housekeeping
Attributes of Housekeeping Personnel Keeping with the Organization Chart
Inter-Departmental Coordination Rooms Division with Other Departments
Unit 3: Preparing to Clean
Housekeeping Pantry: Significance Layout List of Inventory Maintained
Assembling Supplies and Stocking the Cart/Caddy
Room Status Reporting
Setting Priority of Scheduling Cleaning
Unit 4: Guest Rooms: Upkeep and Maintenance
Sequence and Procedure of Cleaning: Departure Room Occupied Room Vacant Room Differently Abled Room OOO/DND/DL Rooms
Turndown Service
Second Service
Unit 5: Daily Routines
Daily Routines to be Followed by Housekeeping Attendants in Morning, Evening, and Night Shift
Concept of Invisible Housekeeping
Housekeeping in Hospitality Sectors Apart from Hotels: Hospitals Residential Apartments Malls Clubs Shops Offices F&B Outlets Institutes Airports Railway Stations Metro Stations Cruise Liners