• Racking System: • Old shelving system: Keeps track of each room

• Property Management System (PMS)• Customer database solution for hotels.

• Selling the Property• Making the Reservation in PMS• Room Inventory• Reservations Staff• Reservations manager, sales agents

Door Services Bell Services Parking and Transportation Information and Arrangements

◦ Concierge

• Greeting• Check-In• Registration• Method of Payment

• Room Assignment• Financial Tasks• Guest Transactions: phone calls, minibar, movies,

etc. • Night Audit: daily transactions

• Checkout• Bill Presentation• Account Settlement• Collecting Keys• Processing Payment• Updating Room Status

• Rooms Division needs to handle: • Key Control• Privacy• Surveillance• Safe Deposit Boxes• Emergencies

• Pre-arrival Stage• Arrival Stage• Occupancy Stage• Departure Stage

Cleanliness and Sanitation◦ Cleanliness: mildew, dust, etc. ◦ Sanitation: bed bugs, linens, etc.

Guest Rooms◦ Entering Guest Rooms: “housekeeping” , do

not disturb◦ Cleaning Guest Rooms: clean 15-16/day, 18-25

minutes/room Empty trash, dust, clean mirrors, change sheets,

make beds, vacuum, clean bathroom, provide room supplies

◦ Reporting Problems◦ Turndown Service: chocolate, roses, etc.

Public Areas:◦ Include hallways, stairs, lobby, lounges,

public restrooms, banquet halls, recreation areas.

Laundry◦ Washing and Drying◦ Sorting◦ Folding and Storing◦ Care of Linens◦ Inventory of Linens

Contract Services In-House: done by employees of the hotel

◦ Advantages: they work there and have to follow the hotel’s procedures

◦ Disadvantages: expensive to operate (laundry), tough to fill positions with qualified staff

Contract◦ Advantages: might be more cost effective

(laundry, window washing, etc.) ◦ Disadvantages: security problems, poor quality,

not flexible

Training Scheduling Staff Supplies and Equipment: inventory Room Status Contact with Front Office

◦ House Counts◦ Room Status◦ Security Concerns◦ Guest Requests

Create a word document that illustrates the steps in the hotel guest cycle. Under each step, identify 3-4 activities performed during that stage.◦ Pre-arrival◦ Arrival◦ Occupancy◦ Departure

Go to the R Drive, find the folder labeled “Ingalls” and pull up the article entitled “Bed Bugs Article”

Read the article Find a story online in which a hotel

customer sued a hotel for bed bugs Summarize the story and explain how this

could have been prevented Find a Norwalk business that handles bed

bugs