Rooms Division
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Week 3: Rooms Division Operations - Housekeeping Topic Objectives Room division products, team and roles – housekeeping List the complexities and challenges of the housekeeping department. Calculate occupancy percentages, average daily rates and actual percentage of potential rooms revenue
February 2009
1
Rooms & Visitors
http://unwto.org/facts/eng/pdf/barometer/UNWTO_Barom08_2_en_Excerpt.pdf February 2009
2
Tourism Receipts 2006
USD736,772,000 USD734bn Source: UNWTO
February 2009
3
Pacific Tourism Receipts Share for 2006? USD736,772,000 USD154,742,000 NZ 3.070% FJ 0.280% SB 0.003% Source: UNWTO
February 2009
4
World Tourism Numbers 2007
903 m France 81.9m
February 2009
5
Rooms & Visitors
0.002% of 903m
February 2009
6
Rooms & Visitors
0.0185% of 903m
February 2009
7
Rooms & Visitors
0.0107% of 903m
http://www.stats.gov.ck/Statistics/Tourism/tourism_total.htm
February 2009
8
Hotel room revenue in Fiji
59.9%
http://www. spc.int/prism/country/fj/stats/ 20.3% February 2009
9
Figure 5-9 Housekeeping Personnel (pg. 199)
Factors that determine team make-up and numbers: • Room Count • Room Size/Type • Hotel Type • Location • Star Rating
February 2009
10
Hierarchy in the department Manager
Supervisor Shift, Department Frontline: Housemaid, Laundry Worker, Uniforms, Stores, Public Areas
February 2009
11
Role of the Housekeeper. Text pg. 198 Executive Housekeeper
Management of Resources: Staff, Equipment Maintaining Standards: Procedures, Cleanliness, Time, Costs Maintaining Records: Procedures, Finances, Resources, Staff February 2009
12
Duties of the Supervisors. Text pg. 200
Record Keeping • Work Rosters • Resource issues • Guest comments • Training requirements
February 2009
Supervisor Role
Maintaining Standards • Staff Attendance • Uniform, Grooming • Work equipment • Monitoring resource usage • Room Cleanliness • Work Schedules
13
Duties of Housemaids Housekeeping Associate
Clean Room
Text pg. 121 February 2009
14
Hotel Room Types Categorising Hotel Rooms Resorts Rooms, Villas, Bungalows Hotels & Resorts Rooms: Standard, Double, Suites. Backpacker Operations Dormitories, Single & Double Rooms
February 2009
15
Hotel Room Amenities Text pg. 201 Implements: Jug, Dryer, Clock Radio
Dresser
Safe
Room Amenities
Coffee Table Sofa/ Chairs
Closet: Bags, Clothes
Mirror February 2009
TV
Side Tables
Bed: Single, Double, King 16
Servicing Hotel Rooms Text pg. 204
Maintain Standards
Safety of the Worker
Costs & Productivity February 2009
17
Servicing Hotel Rooms (MOODLE reading: O’Shannesy et al, 2001)
Resources: • Cleaning Equipment • Linen • Chemical • Amenities
Master Key For Access
February 2009
Information: Briefing on – room status, Team, guest requests
18
Hotel Room Types
(www.hideawayfiji.com)
Rack rate
February 2009
19
Hotel Room Types
February 2009
20
Different Room Rates 1.
Rack Rate
2.
Corporate/ Government/ AAA/ Group/ Agent/ Discount rate
3.
The normal highest determined rate per hotel room
A rate lower than the rack rate offered to induce/ keep customers and business
Complimentary Rooms
February 2009
Offered by the operation to generate and keep business – on the house/ account 21
Hotel Occupancy Statistics Occupancy Statistics
Room Occupancy Percentage (ROP): Occupancy Rate Calculated per day/ week/ cycle
Formulae: Rooms Occupied/ Total Rooms Available
February 2009
22
Hotel Occupancy Statistics Hotel
Room Statistics – Occupancy Rate Suites 9/10 Standard 29/35 Executive 18/20 56/65 Rooms occupied August 15: 56/ 65 Occupancy Rate for March 9: 86.2% February 2009
23
Hotel Revenue Statistics: ADR Revenue Statistics
Average Daily Room Rate (ADR) =
Total Rooms Revenue Total Number of Rooms Sold
Significance? Assesses room revenue against rooms sold for the time span – day, week, month, quarter. February 2009
24
Hotel Occupancy Statistics
Average daily room rate: ADR – March 9
Type
Count Rack
Corp.
Disc.
Rm. Rev.
Suite
10
7x340
2x290
0
2,960
Executive
20
12x280
6x230
0
4,740
Standard
35
20x240
9x180
6,420
0
Total Revenue/ Total Rooms Sold 14,120 / 56 ADR for March 9: $252 ADR for February: $302 February 2009
25
RevPAR Developed by Smith Travel Research
Revenue, Per, Available, Room RevPAR is the average rate per room for a specific time frame – business quarter, year.
February 2009
26
RevPAR 1.
How is RevPAR used? It is a measurement of business performance (revenue against rooms available) per time span It is the result of business performance:
February 2009
Market Share/ Knowledge Product Quality Pricing Strategy/ Competition
27
Calculating RevPAR Occupancy Rate (OR):
Rooms Sold/ Total Rooms
Average Daily Rate:
Total Revenue/ Total Rooms Sold 90 days
Time frame: Total number of rooms available: February 2009
65 28
Calculating RevPAR 1.
Occupancy Rate
56/65 x 100 = 86%
3.
ADR
$14,120/56 = $252
5.
Time
90 days
7.
Total Rooms
65
February 2009
29
Calculating RevPAR 1.
Method One ADR X Occupancy Rate $252 x 0.86 RevPAR: $216.72
February 2009
30
Calculating RevPAR 1.
Method Two Total Revenue/ Total Rooms ((65 x 252/65) x .86) x (90x65) ((Total rooms x ADR/Total rooms) x Occupancy) x (Number of days x Total rooms)/ (Number of days x Total rooms) Total Revenue: 1,267,812 Total Rooms: 5850 RevPAR: 1,267,812 / 5850 $216.72
February 2009
31
RevPAR RevPAR is affected by: 2. The Room Rate. The room rate is determined by quality, market share, location & marketing ability 4. The Occupancy Rate. The occupancy rate is effected by room rate, demand, competition, economy factors
February 2009
32
RevPAR status
February 2009
33
Housekeeping Challenges 1. 2. 3. 4. 5.
6.
Team diversity retention Technology – information and processes Worker productivity – standards, economics Yield management - perishability Green policies/ benchmarks and energy management Property and guest security
February 2009
34
Summary 1. 2. 3. 4. 5. 6.
Hotel revenue and housekeeping Team responsibilities for quality and standards Room types and value addition Maintaining standards – cleanliness/ time Housekeeping resource needs? Hotel room statistics: ADR, Occupancy Rate and RevPAR calculation
February 2009
35
February 2009
1
Rooms & Visitors
http://unwto.org/facts/eng/pdf/barometer/UNWTO_Barom08_2_en_Excerpt.pdf February 2009
2
Tourism Receipts 2006
USD736,772,000 USD734bn Source: UNWTO
February 2009
3
Pacific Tourism Receipts Share for 2006? USD736,772,000 USD154,742,000 NZ 3.070% FJ 0.280% SB 0.003% Source: UNWTO
February 2009
4
World Tourism Numbers 2007
903 m France 81.9m
February 2009
5
Rooms & Visitors
0.002% of 903m
February 2009
6
Rooms & Visitors
0.0185% of 903m
February 2009
7
Rooms & Visitors
0.0107% of 903m
http://www.stats.gov.ck/Statistics/Tourism/tourism_total.htm
February 2009
8
Hotel room revenue in Fiji
59.9%
http://www. spc.int/prism/country/fj/stats/ 20.3% February 2009
9
Figure 5-9 Housekeeping Personnel (pg. 199)
Factors that determine team make-up and numbers: • Room Count • Room Size/Type • Hotel Type • Location • Star Rating
February 2009
10
Hierarchy in the department Manager
Supervisor Shift, Department Frontline: Housemaid, Laundry Worker, Uniforms, Stores, Public Areas
February 2009
11
Role of the Housekeeper. Text pg. 198 Executive Housekeeper
Management of Resources: Staff, Equipment Maintaining Standards: Procedures, Cleanliness, Time, Costs Maintaining Records: Procedures, Finances, Resources, Staff February 2009
12
Duties of the Supervisors. Text pg. 200
Record Keeping • Work Rosters • Resource issues • Guest comments • Training requirements
February 2009
Supervisor Role
Maintaining Standards • Staff Attendance • Uniform, Grooming • Work equipment • Monitoring resource usage • Room Cleanliness • Work Schedules
13
Duties of Housemaids Housekeeping Associate
Clean Room
Text pg. 121 February 2009
14
Hotel Room Types Categorising Hotel Rooms Resorts Rooms, Villas, Bungalows Hotels & Resorts Rooms: Standard, Double, Suites. Backpacker Operations Dormitories, Single & Double Rooms
February 2009
15
Hotel Room Amenities Text pg. 201 Implements: Jug, Dryer, Clock Radio
Dresser
Safe
Room Amenities
Coffee Table Sofa/ Chairs
Closet: Bags, Clothes
Mirror February 2009
TV
Side Tables
Bed: Single, Double, King 16
Servicing Hotel Rooms Text pg. 204
Maintain Standards
Safety of the Worker
Costs & Productivity February 2009
17
Servicing Hotel Rooms (MOODLE reading: O’Shannesy et al, 2001)
Resources: • Cleaning Equipment • Linen • Chemical • Amenities
Master Key For Access
February 2009
Information: Briefing on – room status, Team, guest requests
18
Hotel Room Types
(www.hideawayfiji.com)
Rack rate
February 2009
19
Hotel Room Types
February 2009
20
Different Room Rates 1.
Rack Rate
2.
Corporate/ Government/ AAA/ Group/ Agent/ Discount rate
3.
The normal highest determined rate per hotel room
A rate lower than the rack rate offered to induce/ keep customers and business
Complimentary Rooms
February 2009
Offered by the operation to generate and keep business – on the house/ account 21
Hotel Occupancy Statistics Occupancy Statistics
Room Occupancy Percentage (ROP): Occupancy Rate Calculated per day/ week/ cycle
Formulae: Rooms Occupied/ Total Rooms Available
February 2009
22
Hotel Occupancy Statistics Hotel
Room Statistics – Occupancy Rate Suites 9/10 Standard 29/35 Executive 18/20 56/65 Rooms occupied August 15: 56/ 65 Occupancy Rate for March 9: 86.2% February 2009
23
Hotel Revenue Statistics: ADR Revenue Statistics
Average Daily Room Rate (ADR) =
Total Rooms Revenue Total Number of Rooms Sold
Significance? Assesses room revenue against rooms sold for the time span – day, week, month, quarter. February 2009
24
Hotel Occupancy Statistics
Average daily room rate: ADR – March 9
Type
Count Rack
Corp.
Disc.
Rm. Rev.
Suite
10
7x340
2x290
0
2,960
Executive
20
12x280
6x230
0
4,740
Standard
35
20x240
9x180
6,420
0
Total Revenue/ Total Rooms Sold 14,120 / 56 ADR for March 9: $252 ADR for February: $302 February 2009
25
RevPAR Developed by Smith Travel Research
Revenue, Per, Available, Room RevPAR is the average rate per room for a specific time frame – business quarter, year.
February 2009
26
RevPAR 1.
How is RevPAR used? It is a measurement of business performance (revenue against rooms available) per time span It is the result of business performance:
February 2009
Market Share/ Knowledge Product Quality Pricing Strategy/ Competition
27
Calculating RevPAR Occupancy Rate (OR):
Rooms Sold/ Total Rooms
Average Daily Rate:
Total Revenue/ Total Rooms Sold 90 days
Time frame: Total number of rooms available: February 2009
65 28
Calculating RevPAR 1.
Occupancy Rate
56/65 x 100 = 86%
3.
ADR
$14,120/56 = $252
5.
Time
90 days
7.
Total Rooms
65
February 2009
29
Calculating RevPAR 1.
Method One ADR X Occupancy Rate $252 x 0.86 RevPAR: $216.72
February 2009
30
Calculating RevPAR 1.
Method Two Total Revenue/ Total Rooms ((65 x 252/65) x .86) x (90x65) ((Total rooms x ADR/Total rooms) x Occupancy) x (Number of days x Total rooms)/ (Number of days x Total rooms) Total Revenue: 1,267,812 Total Rooms: 5850 RevPAR: 1,267,812 / 5850 $216.72
February 2009
31
RevPAR RevPAR is affected by: 2. The Room Rate. The room rate is determined by quality, market share, location & marketing ability 4. The Occupancy Rate. The occupancy rate is effected by room rate, demand, competition, economy factors
February 2009
32
RevPAR status
February 2009
33
Housekeeping Challenges 1. 2. 3. 4. 5.
6.
Team diversity retention Technology – information and processes Worker productivity – standards, economics Yield management - perishability Green policies/ benchmarks and energy management Property and guest security
February 2009
34
Summary 1. 2. 3. 4. 5. 6.
Hotel revenue and housekeeping Team responsibilities for quality and standards Room types and value addition Maintaining standards – cleanliness/ time Housekeeping resource needs? Hotel room statistics: ADR, Occupancy Rate and RevPAR calculation
February 2009
35
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