STHM 1311 Lecture Notes - Lecture 1: The Valet, Main Source, Travelocity
6 Apr 2016
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Document Summary
The rooms division is the heart of the hotel. It is the main business of the hotel and the main source of revenue. Rooms can contribute 70% of more to overall revenue and even more profit. The center of activity in the rooms division is the front office. It is overseen by the resident manager (or assistant general manager) and various department heads. Responsibilities include checking guests in, checking them out, securing payment, listening to complaints, communicating with other departments, determining rom availability, and selling additional rooms (up selling) Reservations can be made by the guest via other methods (more and more online) but many requests are still made through the hotel"s reservation department. Reservations must maintain contact with other departments as well as other reservations channels to be able to forecast available rooms. The reservations department attempts to maximize (1) room rate and (2) occupancy rate. This is known as yield management-maximizing these two at any given time.
