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 **__ W HOTELS FRONT OFFICE DEPARTMENT __**  ** Mitchel Foster **  ** Elaine Roberts **  ** Patrick Seybert **  =** Mission **** Statement: ** = ** Our mission is to provide outstanding, quick, and efficient customer service to every guest, every time. We will do this while maintaining extraordinary four-diamond amenities and guest services. We will efficiently forecast and budget to meet our hotels demands, and accurately manage our revenue streams. We will appeal towards a business/commercial market to attract a global, tech savvy guest who will encounter the most efficient and accurate service available within our market in which they hold paramount. **  =** Front Office: ** =  Our front office department must be run as flawlessly as possible. Our front desk agents will not only be trained to efficiently process basic functions like check-ins and check-outs, but most importantly be trained on the best and friendliest customer service techniques and customer complaint resolution processes available. They will not only handle any special demands or requests that our guests may have but also strive to surprise and delight each of our guests with genuine courtesy and professionalism. We will strive to fill our 400 room full service hotel and convention center and hope to have little trouble attracting corporate travelers, groups, and upscale leisure travelers in order to meet our yearly occupancy goal of 94%. We will treat all of our guests as VIPs. We will make real attempts to become familiar with our frequents guests by using their name each time we see them and welcoming them back each time they stay. Our excellent Bell Staff will be on hand to provide a seamless check-in experience; from the moment a guest pulls up to the hotel, our overall experience will begin as follows. A hotel greeter will open your car door as a bell person takes your luggage to our bell services, and valet parks your car. From there, our outstanding front desk staff will check you in, explain our hotel policies, procedures, and gorgeous amenities, and direct you to our concierge/ guest services desk where you will learn more about the area and local attractions. Meanwhile, our bell persons will bring your luggage up to your guest room while you explore our hotel amenities and familiarize yourself with the area. Within fifteen minuets of check-in, you will receive a courtesy call from our PBX staff to assure quality, cleanliness, and complete satisfaction with your guest room. Management will always be on hand to help with any guest compliments, complaints, or other issues that may arise. We will be the gold standard of excellent guest service.  =** Staffing ** = **// *ALL Staff is Scheduled Based on Occupancy //**// * //  **__ Front Office Manager (FOM) __**** - 1: ** (@50 hrs a week salary) Will assist check-in/ check-out/ PBX/ and concierge/guest services desks during high volume time.  <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;">**__ Assistant FOM __** ** - 1: ** - (@50 hrs a week salary) will also assist on the concierge/guest services desk, check-in/ check-out/ PBX during high volume time, cover for FOM when needed and cover Supervisors Days off. <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"> <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;">**__ Front Desk Supervisors __** ** - 2: ** - (salary @40 hrs a week) 1 AM Supervisor, 1 PM Supervisor. Will be MOD and accept additional responsibilities when both FOM and AFOM are not scheduled and additional assistance is requested. <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"> <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;">**__ Front Desk Staff (GSAs) __** ** - Staff of 15: ** Scheduled based on occupancy. 6 Full Time (@40 hrs per week each) & 8 Part Time (@20-30 hrs per week each) GSAs must be flexible and some __will__ be scheduled to assist in PBX, Concierge/Guest services, Hotel Greeter/ Lobby Attendant. This flexibility will benefit both the staff (extra hours) and the hotel (flexible staff). <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"> <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;">**__ Night Audit Supervisor __** ** - 1: ** (salary @40 hrs a week) will be MOD and act as overnight manager and supervise and assist night auditors. <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"> <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;">**__ Night Auditors __** ** - 5: ** 3 Full Time (@40 hrs per week each) & 2 Part Time (@20-30 hrs per week each) Keep in mind there will normally be an Audit Supervisor on staff as well. When Audit Supervisor is not scheduled, there will be a third auditor on shift instead to pick up slack. <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"> <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;">**__ In House Reservations Managers __** ** - 2: ** - 1 Full time Salary (@40 hrs per week) 1 Part Time Hourly (@20 hrs per week) Will be the linking pin between Sales & Front Office as well as review all incoming reservations and will handle all 3rd party bookings and complete daily room blocks for incoming arrivals. <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"> <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;">**__ PBX __** ** 5: - ** 3 Full time (5 days a week @40 hrs) & 2 Part Time (20-30 hrs per week). PBX will be trained in making reservations if the front desk is busy and/or guest does not want to be transferred to Central Reservations line. Will conduct all guest courtesy call backs within 15 mins of guest check in. <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"> <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;">**__ Concierge/Guest Services Desk __** ** 3: ** 2 Full time (@35 hrs a week) 1 Part time (@28 hrs per week) - Open between the hours of 6:00 A.M. and 10:00 P.M. and close for lunch from 1pm-3pm to save on budget since this will be the hotels slowest time (the FD will obviously remain open if assistance is needed). Staff will be scheduled less on days of low occupancy as the Front Desk will have the same information. FOM/AFOM will assistance during high volume times. <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"> <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;">**__ Hotel Greeter/ Lobby Attendant __** ** - 1 ** - (Full time @40 hrs hourly) Will greet guests upon arrival and be extremely knowledgeable of hotel, it's amenities, and area activities. Will monitor and assist guests with Kiosk check-ins in PM. <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;">**__ Valet __** - Will be outsourced to ABC Company to lower insurance costs and minimize liability. <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"> <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;">**__ Bell Captain - 1 __** - (Salary @50 hrs per week) Will handle all scheduling for Bell Staff, manage the bell staff, and deal with all Valet outsourcing. Bell Captain will also assist hotel greeter when needed. <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;"> <span style="display: block; line-height: 14.25pt; margin-bottom: .0001pt; margin: 0in; text-align: justify;">**__ Bell Staff __** ** - 8: ** 5 Full time (@40 hrs per week), 4 Part time (@20-30 hrs per week) Our bell services department will be scheduled as follows: 1 employee on each: 7am-3pm, 3pm-11pm, 11pm-7am. 2-3* employees on each: 6am-11am, 4pm - 9pm. *Based on occupancy. =<span style="display: block; font-size: 1.4em; line-height: 14.25pt; margin-bottom: 0.0001pt; margin-left: 0in; margin-right: 0in; margin-top: 0in; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 5px; text-align: justify;">** Property Management System: ** = <span style="display: block; line-height: 14.25pt; margin-bottom: 0.0001pt; margin-left: 0in; margin-right: 0in; margin-top: 0in; padding: 0px; text-align: justify;"> Our PMS system will be a Microsoft Windows based system that will allow us to easily perform any function needed for day to day operations. It will communicate with a central reservation communication center (CRS) to receive reservations made by them, by travel agents, and GDS reservations (Expedia, Travelocity, various 3rd party travel agents). All of these systems will reciprocate and constantly communicate to maintain accurate inventories of guest rooms and prices. <span style="display: block; line-height: 14.25pt; margin-bottom: 0.0001pt; margin-left: 0in; margin-right: 0in; margin-top: 0in; padding: 0px; text-align: justify;"> <span style="display: block; line-height: 14.25pt; margin-bottom: 0.0001pt; margin-left: 0in; margin-right: 0in; margin-top: 0in; padding: 0px; text-align: justify;"> Each reservation will have its own "page" in which a guests profile and reservation can be edited and any special guest requests can be added such as "guest wanting a king bed," requesting "pool view “or” first floor please." There will also be an area in a guest’s profile where notes can be saved by any hotel staff member with PMS access. This area will be used to leave information on past history, notable trends, or anything that may need to be known for future stays, or other useful info from past reservations. The guest profile will also have a tag to alert our staff when VIP guests are due to arrive to allow our staff to cater to their needs. Guest profiles will give users the ability to change room rates, change dates, take payment for room, tax, and all incidentals and allow users to quickly and easily make adjustments to guest’s room folios. All information on monies received or monies paid out will be communicated to the accounting department through the system. <span style="display: block; line-height: 14.25pt; margin-bottom: 0.0001pt; margin-left: 0in; margin-right: 0in; margin-top: 0in; padding: 0px; text-align: justify;"> <span style="display: block; line-height: 14.25pt; margin-bottom: 0.0001pt; margin-left: 0in; margin-right: 0in; margin-top: 0in; padding: 0px; text-align: justify;"> Visual representations of room blocks will allow for easy room management. Assigning group rooms will be as easy as locating the reservation you want to assign a room to and selecting a room from the grid that displays all of the hotel's room numbers in an ordered list. There will also be an auto-assign feature to allow for rapid room assignments. These features will allow the front office to easily assign group blocks, corporate blocks, transient guests, as well as the ability to hold rooms for any reason, or put them out of order for maintenance or other needs. <span style="display: block; line-height: 14.25pt; margin-bottom: 0.0001pt; margin-left: 0in; margin-right: 0in; margin-top: 0in; padding: 0px; text-align: justify;"> <span style="display: block; line-height: 14.25pt; margin-bottom: 0.0001pt; margin-left: 0in; margin-right: 0in; margin-top: 0in; padding: 0px; text-align: justify;"> The PMS system will have an extensive reports section where hundreds of predetermined criteria reports can be accessed through the system, such as lists of guests who have outstanding charges after checking out, guests who never showed up and have forfeited their reservations (no-shows), and lists of payments made on credit that have not successfully gone through (declined credit cards). In addition to reports with predetermined criteria, there will be extensive customizable criteria which will give users the flexibility of creating specific reports such as "in house, cash guest lists." <span style="display: block; line-height: 14.25pt; margin-bottom: 0.0001pt; margin-left: 0in; margin-right: 0in; margin-top: 0in; padding: 0px; text-align: justify;"> <span style="display: block; line-height: 14.25pt; margin-bottom: 0.0001pt; margin-left: 0in; margin-right: 0in; margin-top: 0in; padding: 0px; text-align: justify;"> Our PMS system will have an excellent, built in, hands on training feature which will take new users through each and every part of the system and show them how to use to its fullest potential. Training on the system will be online and scheduled for 3-5 days for a new desk clerk. Once complete, users will earn a completion certificate and then move on to the front desk for 2 additional weeks on hands on training. There will be an easy to use "help" button feature on each screen and well as a "search" feature to aid users with issues the main encounter. The system’s goal is to be as user friendly as possible. <span style="display: block; line-height: 14.25pt; margin-bottom: 0.0001pt; margin-left: 0in; margin-right: 0in; margin-top: 0in; padding: 0px; text-align: justify;"> <span style="display: block; line-height: 14.25pt; margin-bottom: 0.0001pt; margin-left: 0in; margin-right: 0in; margin-top: 0in; padding: 0px; text-align: justify;"> ** Reservations ** <span style="display: block; line-height: 14.25pt; margin-bottom: 0.0001pt; margin-left: 0in; margin-right: 0in; margin-top: 0in; padding: 0px; text-align: justify;"> Reservations will be directed to our CRS as much as possible. Our PBX staff and Front Desk staff will both be trained in making reservations. We will have two in house reservations managers that will also assist with guest reservations. They will also act as the linking pin between sales and the front office and additionally communicate any special requests to appropriate departments. Our CRS system will be directly connected to our PMS to assure accurate inventory counts. Reservation managers and the FOM will monitor our counts and oversell limits to assure we maximize revenues daily. <span style="display: block; line-height: 14.25pt; margin-bottom: 0.0001pt; margin-left: 0in; margin-right: 0in; margin-top: 0in; padding: 0px; text-align: justify;"> =<span style="display: block; font-size: 1.4em; line-height: 14.25pt; margin-bottom: 0.0001pt; margin-left: 0in; margin-right: 0in; margin-top: 0in; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 5px; text-align: justify;">** Communications ** = <span style="display: block; line-height: 14.25pt; margin-bottom: 0.0001pt; margin-left: 0in; margin-right: 0in; margin-top: 0in; padding: 0px; text-align: justify;"> Each front office employee will be issued a hotel specific e-mail address for use primarily with hotel staff and guest contact. All front office employees will be trained on courteous telephone handling as each department will receive phone calls from guests. At the end of each night, once the audit is ran, the night audit supervisor or MOD will send a daily recap email to all staff giving the nights ADR, Occ %, REVPAR, and communicate, in detail, of any guest complaints, compliments, or other issues that arose and/or dealt with during the date. <span style="display: block; line-height: 14.25pt; margin-bottom: 0.0001pt; margin-left: 0in; margin-right: 0in; margin-top: 0in; padding: 0px; text-align: justify;"> =<span style="display: block; font-size: 1.4em; line-height: 14.25pt; margin-bottom: 0.0001pt; margin-left: 0in; margin-right: 0in; margin-top: 0in; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 5px; text-align: justify;">** Revenue Management ** = <span style="display: block; line-height: 14.25pt; margin-bottom: 0.0001pt; margin-left: 0in; margin-right: 0in; margin-top: 0in; padding: 0px; text-align: justify;"> Revenue management will be not only be managed through the property management system through automated yield management but also personally and directly with guests through our highly trained front desk staff. Our yield management system will use a Best Available Rate (BAR) strategy by increasing the room rate as the occupancy rate increases to maximize revenue. Our front desk staff will also help maximize revenue by "up-selling" guests on room rates, packages, and other upgrades that will contribute to our revenue stream. A bonus system will be implemented to give the front desk an incentive to "up-sell" a walk-in-guest or on packages.

=<span style="display: block; font-size: 1.4em; line-height: 14.25pt; margin-bottom: 0.0001pt; margin-left: 0in; margin-right: 0in; margin-top: 0in; padding-bottom: 0px; padding-left: 0px; padding-right: 0px; padding-top: 5px; text-align: justify;">** Budget: ** =

<span style="-webkit-border-horizontal-spacing: 2px; -webkit-border-vertical-spacing: 2px; border-collapse: collapse; line-height: normal;">
 * **__ W Hotel Front Office Dept. Budget 2011 __** ||
 * ** Salary Employees ** || ** # of Employees ** || ** Avg Hours Per Week ** || ** Yearly Salary Alloted ** || ||
 * Front Office Manager ||  1   ||   50   ||   $80,000   || ||
 * Assistant FOM ||  1   ||   50   ||   $65,000   || ||
 * Bell Captain ||  1   ||   50   ||   $40,000   || ||
 * AM FD Supervisor ||  1   ||   40   ||   $30,000   || ||
 * PM FD Supervisor ||  1   ||   40   ||   $30,000   || ||
 * Audit Supervisor ||  1   ||   40   ||   $35,000   || ||
 * Reservations Manager (FT) ||  1   ||   40   ||   $35,000   || ||
 * ** Totals: ** ||  ** 7 **  ||  ** 310 **  ||  ** $315,000 **  || ||
 * ** Hourly Employees ** || ** # of Employees ** || ** Avg Hours Per Week ** || ** Average Hourly Rate ** || ** Yearly Amount Alloted ** ||
 * Front Desk ||  15   ||   400   ||   $10.00   ||   $208,000.00   ||
 * Night Audit ||  5   ||   170   ||   $11.00   ||   $97,240.00   ||
 * PBX ||  5   ||   250   ||   $10.00   ||   $130,000.00   ||
 * Concierge/Guest Services ||  3   ||   98   ||   $12.00   ||   $61,152.00   ||
 * Hotel Greeter/Lobby Attendant ||  1   ||   40   ||   $12.00   ||   $24,960.00   ||
 * Bell Staff ||  8   ||   300   ||   $7.50   ||   $117,000.00   ||
 * Reservations Manager (PT) ||  1   ||   25   ||   $13.00   ||   $16,900.00   ||
 * ** Totals: ** ||  ** 38 **  ||  ** 1283 **  ||  ** $10.79 **  ||  ** $655,252.00 **  ||
 * |||| ** Grand Total of Employee Wages: **  || ** $970,252.00 ** || ||
 * ** Additional Expenses ** || ** Monthly  **  ||  ** Yearly Alloted **  || || ||
 * Uniforms ||  $1,600    ||   $19,200    || || ||
 * Paper & Printing Forms ||  $1,800    ||   $21,600    || || ||
 * Stationary Supplies ||  $800    ||   $9,600    || || ||
 * Seminar Training ||  $1,500    ||   $18,000    || || ||
 * Postage ||  $350    ||   $4,200    || || ||
 * Computer Maintenace ||  $1,200    ||   $14,400    || || ||
 * ** Totals: ** ||  ** $7,250  **  ||  ** $87,000  **  || || ||
 * |||| ** 2011 Budget Grand Total: **  || ** $1,057,252.00 ** || ||
 * Postage ||  $350    ||   $4,200    || || ||
 * Computer Maintenace ||  $1,200    ||   $14,400    || || ||
 * ** Totals: ** ||  ** $7,250  **  ||  ** $87,000  **  || || ||
 * |||| ** 2011 Budget Grand Total: **  || ** $1,057,252.00 ** || ||
 * |||| ** 2011 Budget Grand Total: **  || ** $1,057,252.00 ** || ||
 * |||| ** 2011 Budget Grand Total: **  || ** $1,057,252.00 ** || ||