HOTEL OPERATIONSROOMS OperationsRooms 2 HOTEL OPERATIONSROOMS Hotel Organization

HOTEL OPERATIONS-ROOMS Operations-Rooms 2조: 문수정, 박새얀, 류지선, 김화경, 박 창섭

HOTEL OPERATIONS-ROOMS Hotel Organization -Hotel and Rooms Division Operation Introduction 1. Basic Functions of the Front Office/ Management of the Front office ----문수정, 박새얀 2. Yield Management ----조현정 3. Reservations –RM/CRM ----류지선 4. Concierge ----김화경 5. CASE Study----박창섭

HOTEL OPERATIONS-ROOMS Basic Functions of the Front Office/ Management of the Front office

HOTEL OPERATIONS-ROOMS Hotel Organization -Hotel and Rooms Division Operation 2. 호텔 FO의 역할 FO 의 역할 1. 2. 3. 4. 5. 6. 원활한 소통 컴플레인 처리 타 부서와의 소통 Yield management Concierges service CRM & RM

HOTEL OPERATIONS-ROOMS Hotel Organization -Hotel and Rooms Division Operation FO 의 하루일과 ◆ A DAY IN MY LIFE AS A FRONT OFFICE MANAGER This timetable should give the reader a sense of the challenging job of a front office manager 7: 00 A. M. Arrive in the office. 7: 00 -8: 00 A. M. Managing by walking around. Communicating with staff helps build team spirit and trust. 8: 00 -9: 00 A. M. Checking emails and voice mail. 8: 20 A. M. Mr. X (컴플레인 고객 응대)

HOTEL OPERATIONS-ROOMS 9: 00 -9: 15 A. M. Morning meeting with all the managers. 9: 15 A. M. – noon Work in the lobby with the associates. 10: 00 -10: 15 A. M. Mr. Y, (고객 요청 응대) Noon-12: 30 P. M. Lunch (this is not a regular occurrence) 12: 30 -2: 00 P. M. Catching up with emails and voice mails. 1: 00 -1: 30 P. M. Meeting with Associate Z to go over her performance review. 1: 30 -2: 00 P. M. Paying invoices.

HOTEL OPERATIONS-ROOMS 2: 00 -3: 00 P. M. Operations meeting. 3: 00 -3: 30 P. M. Interview with an applicant for the front desk. 3: 30 -4: 00 P. M. Walk all my area, and meet and greet the associates of the evening shift. 4: 00 -4: 15 P. M. Mrs. Y wants… (고객 요청 응대) 4: 30 -5: 00 P. M. Proper preparation 5: 00 -6: 30 P. M. Helping staff during the peak check-in time. 6: 30 -7: 00 P. M. Walk all my areas one last time before leave. Stop by my office to check for emails and voice mails…

HOTEL OPERATIONS-ROOMS Yield Management

HOTEL OPERATIONS-ROOMS Yield Management

HOTEL OPERATIONS-ROOMS Reservations –RM/CRM

HOTEL OPERATIONS-ROOMS Hotel Organization -Hotel and Rooms Division Operation RM / CRM • RM (Revenue Management) • CRM (Customer Relationship Management)

HOTEL OPERATIONS-ROOMS Hotel Organization -Hotel and Rooms Division Operation -Four major areas of RM • Integration of customer relationship management (CRM) and RM • Pricing, segmentation, packaging • Group RM • Organisational structure

HOTEL OPERATIONS-ROOMS Concierge

HOTEL OPERATIONS-ROOMS Hotel Organization -Hotel and Rooms Division Operation The Six Findings concern. . By Mario Arnaldo 웹문서, 이메일 , 인터뷰를 통해 현대 컨시어즈에 관한 6가지 중요한 결론을 강조함 Finding #1 : 열정(Passion) Gotta-wanna: 고객의 기대를 넘어서려는 욕망 Finding #2 : 직책(Titles) Head, Chef, lobby concierge, concierge supervisor, guest service agent, guest service manager or supervisor, activity agent, compcierge, technocierge Finding #3: 기술(technology ), 컴프시어즈(compcierge) 호텔서비스 분야에 예측하지 못했던 정보제공 기술은 고객과의 원할한 소통과 정확 하고 빠른 정보 제공을 위해 매우 중요한 요소로 자리잡고 있으며 앞으로 컨시어즈에게 PDA, 비디어폰등을 제공해야 한다는 목소리가 커짐. 그러나, 손님을 맞을 때는 컴퓨터 등의 도구 없어야 한다는 주장도.

HOTEL OPERATIONS-ROOMS CASE STUDY