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HRTM Operations
Unit 4 Operations Management
| Term | Definition |
|---|---|
| operations management | concentrates on turning materials and labor into goods and services as resourcefully as possible to get the most organizational profit. |
| hotel operational divisions | housekeeping, food service and banquets, room service, security, front desk, event planning, and reservations |
| banquet | food served in honor of a special occasion |
| food and beverage manager | responsible for all of the food and beverage services in a hotel and reports to the general manager |
| convention | a large meeting, usually sponsored by a group for its members. |
| banquet event order | is a written record of all the decisions about what the client wants during a banquet |
| banquet manager | responsible for making sure all aspects of each banquet run smoothly |
| station (also called Kiosk) | the area in a banquet room where food and beverages are available (usually on tables) |
| forecasting | predicting the number of guests who will stay at the hotel or events that will occur in order to determine possible profits |
| scheduling | process of assigning staff to work at specific times |
| work shift | is a regular period of time during which work is done |
| front desk operations | this division is responsible for Check in, payment, bell service, room assignment, customer service, payment and other transactions, check out, |
| hotel guest cycle | the stages of customer engagement with a hotel including: pre-arrival, arrival, occupancy, and departure |
| housekeeping | this division of the hotel is responsible for laundry, cleaning rooms, as well as, public areas |
| standing buffet | a type of buffet designed so people can socialize and network with each other while choosing food and drinks from tables located around the room |
| passed-items function | is a type of standing buffet where instead of tables placed around the room, wait staff brings trays around so people can choose foods and beverages to eat while socializing or visiting with others |
| seated buffet | Guests select food and beverages from a buffet and then guests are assigned or choose a place at a table |
| seated banquet | tables are set and guests choose or are assigned a place at a table. Wait staff then brings and served a prearranged meal |
| banquet services | this division is responsible for determining the theme, decor, type of table setting, room arrangements, and food served at an event |
| turndown service | usually performed in the evening and includes straightening the room, turning down the bed, restocking supplies, and placing menu for breakfast in the room |
| room service | the delivery of food and beverages to guest in their hotel rooms. |
| rooms division | is the part of the hotel that handles all tasks involved in preparing and selling sleeping rooms |
| property management system (PMS) | is the technology used to run lodging properties |
| front office | handles everything related to selling sleeping rooms and interacting with guests |
| non guaranteed reservation | a type of reservation that expires at a certain time (say 6pm) |
| guaranteed reservation | holds the room until the guest arrives |
| central reservation center | handles the reservations for a group or all hotels in a chain |
| check in | the process of registering guest, assigning rooms, and distributing keys |
| check out | is the process of paying for rooms and returning keys |
| public areas | hallways, stairs, lobby, lounges, public restrooms, restaurants, meeting rooms, banquet halls and recreation areas |
| in-house housekeeping | duties are performed by employees of the hotel |
| contract housekeeping | duties are performed by outside companies hired to do so |
| security division | this division is often responsible for the protection of guests and their property, prevent threats, and reduce risks and liability issues |
Created by:
janice ritchey
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