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 -A day in the life of the Front office Manager ----문수정, 박새얀 3. Reservations –RM/CRM ----류지선 -Three Decades of Revenue Management 4. Concierge ----김화경 2. Yield Management -Choosing the most Profitable Reservations ----조현정 5. CASE Study----박창섭

HOTEL OPERATIONS-ROOMS 1. Basic Functions of the Front Office/ Management of the Front office -A day in the life of the Front office Manager Front office

HOTEL OPERATIONS-ROOMS 1. Front office Introduction

HOTEL OPERATIONS-ROOMS – 2. Yield Management Choosing the most Profitable Reservations ----조현정

HOTEL OPERATIONS-ROOMS 3. Reservations –RM/CRM ----류지선 -Three Decades of Revenue Management THREE DECADES OF REVENUE MANAGEMENT

RM / CRM • RM (Revenue Management) • CRM (Customer Relationship Management)

-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. . 웹문서, 이메일 , 인터뷰를 통해 현대 컨시어즈에 관한 6가지 중요한 결론을 강조함 Finding #1 : 열정(Passion) Gotta-wanna 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

HOTEL OPERATIONS-ROOMS To change or not to change CASE STUDY