Student name

Last Name 6

Studentname:

Instructor’sname:

Coursename:

RoomOccupancy Grid

Room

Type

14th Sep

Sunday

15th Sep

Monday

16th Sep

Tuesday

17th Sep

Wednesday

18th Sep

Thursday

19th Sep

Friday

20th Sep

Saturday

201

DKN

Bollman

202

SDN

203

SDN

204

SDN

205

SDN

206

SKN

207

SDN

208

DKN

Smith

209

SDN

215

SDN

216

SQN

Johns

217

ACC

Murphy

219

DKN

220

DKN

222

DKN

223

SQN

224

SDN

225

SKN

227

DKN

231

SDN

232

SDN

Davis

233

SDN

Room

Type

14th Sep

Sunday

15th Sep

Monday

16th Sep

Tuesday

17th Sep

Wed.

18th Sep

Thursday

19th Sep

Friday

20th Sep

Saturday

301

SDN

Perry

302

SDN

303

SKN

304

SDN

Thomas

305

SDN

Rule

306

SDN

307

SDN

308

DKN

309

SDN

311

SQN

Kennedy

312

SDN

Vogal

313

SDN

Zingerman

314

DKN

Bellweather

316

ACC

317

ACC

319

SDN

Augustin

320

SDN

Augustin

322

SDN

323

SDN

325

ACC

328

STE

Carmichael

329

SKN

Duncan

330

SKN

Duncan

331

SDN

Wrong

332

SDN

Wrong

333

SKN

Question1

Thefollowing are the four departments that I would communicate with incase of software system crash due to a pipe leakage in the FrontOffice Manager’s (FOM) computer room:

  1. Maintenance Department

Sincethis is department that is charged with maintenance of the hotelbuilding and all the installations in the hotel e.g. electricalinstallations, plumbing, kitchen equipment, furniture, and heatingand cooling systems, I will inform the department that there is aleaking pipe in my office that is has crashed the software system andthat the pipe need to be repaired urgently.

  1. Information Technology (IT) Department

Thisdepartment is mandated with installation and maintenance of hardwareand software systems within the hotel. The department will benotified that the software system has crashed and will need to berepaired urgently. This department will also be requested to look atand secure the backup system. In addition, this department will bereminded about the importance of separating the plumbing and thecomputer systems to avoid occurrence of such incidents in future.

  1. The Reservations Department

Thisdepartment will be served with the copies of manual room occupancygrid for their reference when making room reservations.

  1. Accounts Department

Thisdepartment is charged with monitoring and controlling all financialactivities of the hotel. The repair of the leaking pipe andrestoration of the crashed software system may incur cost to thehotel. Therefore, this department will be notified of the damages sothat it can prepare the finances required for repair.

Question2

Fora guest who would want a copy of their folio, I would do a manualfolio on a paper with the company letter head and stamp it with anofficial Sparty Inn stamp. On the manual copy, I would meticulouslynote all the charges incurred by the client and the payments made. Iwould go ahead and explain to the guest that the hotel isexperiencing some problems with the computerized system hence we areunable to generate automatic folios. If the guest insists on theauto-generated folio, I would ask him or her to give me his mailingaddress so that I can send to him the auto-generated folio once oursystems is back up.

Question3

Ms.Grass was walked to another hotel. This is because all the rooms withher specifications, an SDN room on the low floor, had been booked onthe day of her arrival. Ms. Grass arrives on 13thSep. 2008 and departs on 17thSep 2008. Before walking Ms. Grass to another hotel, I would suggestto her that she occupies one of the available rooms in our hotel, aDKN room on the low floor or a SKN or an ACC room on the higherfloor, on 13thSep 2008 and move to a SDN room on the low floor on 14thSep 2008 when it becomes vacant. I will further explain that if Ms.Grass occupies a more expensive room than an SDN on 13thSep 2008, she will not incur any extra cost and if she occupies acheaper room, she will pay the amount normally charged for that room.

Question4

Oncethe hotel software system is back up, I will do the following toupdate the system and balance the financial system accurately:

  1. Read the pre-installation guide for the property management system (PMS) and ensure that all steps are adhered to during installation. I will collaborate with the system specialists from the system developers.

  2. Ensure that both online and telephone bookings are entered into PMS with specific focus on identity of guests, duration of stay, expenditures and payments by the guests.

  3. The casual workers will update the system from the manual paperwork that had been completed over the period of time when the system was down. The casuals will be closely supervised by two experienced staff that will assist in generating and filing folios and other documents.

  4. Verify data base on room rates and revenues, reservations, assignments for each room, profile of the guests, financial information, services available and information on management.

  5. Check whether all confirmation of the reservations have been emailed or faxed to clients.

  6. Review the information on guest check-ins and check-outs and ensuring that housekeepers are updated on the bookings.

Thefollowing steps will be followed in ensuring accurate financialinformation of guests:

  1. Review the information on guest charges, all purchases for the guests and discounts accorded to the guests.

  2. Verify financial statements on the main sources of revenue such as room bookings and meals and other sources of revenue such as recreational facilities, laundry, telephone and others additional services offered to the guests.

  3. Ensure correct entry and balancing of cash deposits (debited) and credits.

  4. Computation of net revenue, gross profit and net profit.

Finally,I will assess the training need for use and maintenance of the hotelsoftware system and ensure the hotel personnel are knowledgeable ofthe system.