HOTEL MGM

 Nama: Nimas yu Lestari

Prodi: D4 Mananjemen Pariwisata

Semester 2

 QUESTIONS OF HOTEL MGM

Struktur Organisasi Front Office Department.

1.JELASKAN Structur Organization of Front Office Department. Secara singkat dan apa motto Front Office Staff .…………..

2.Jelaskan Dari mana Sumber pemesanan kamar yang dapat menguntungkan business Hotel. antara lain adalah…………………………………………………………………..

3.Tugas dan tanggung jawab Reservation clerk, Jelaskan secara detail.

4.Jelaskan Kategori Pemesanan Kamar ada berapa yang sdr ketahui…………

5.Prosedur penanganan tamu check-in .Jelaskan secara benar prosedurnya..

6.Jelaskan cara Menangani pesenan kamar untuk tamu penting / VIP Reservation

7.Jelaskan secara lengkap Langkah yang dijalankan bila menyiapkan kamar untuk Group/Tamu rombongan , antara lain ……………………………..

8.Jelaskan tugas Department Housekeeping  dalam management hotel dan ada berapa  room type yang Sdr ketahui.

9.Jelaskan Job Disc /tugas dan tanggung jawab sebagai Receptionist dalam Department Front Office

  

The Answer

1.      Reservation Section.

Merupakan bagian dari fungsi departemen front office dalam melayani pemesanan dari seluruh media dan berperan penting dalam melakukan kontak langsung ke salah satu tamu langsung atau jadi memutuskan untuk membeli produk yang di tawarkan

 

Reception Section.

salah satu section yang ada di Front Office department yang memiliki tugas dan tanggung jawab menangani tamu check-in, check-out, dan pindah kamar, serta membatu tamu dengan memberika informasi tentang fasilitas dan pelayanan hotel. 

 

Information Section.

Bagian informasi bertugas memberikan penjelasan-penjelasan tentang sesuatu yang diperlukan oleh tamu, baik tamu yang menginap di hotel maupun yang tidak menginap di hotel

 

Concierge Section.

 adalah yang paling pertama dan terakhir dalam memberikan pelayanan saat pertama kali tamu tiba dan saat meninggalakan hotel, dan dari sini tamu bisa memberikan penilaian mengenai pelayan yang diberikan hotel secara umum

 

Cashier FO.

adalah petugas hotel yang menangani keuangan kantor depan ,dengan mencatat semua fasilitas hotel yang di gunakan tamu dan menerima pembayaran dari tamu–tamu pada saat check out.

 

Telephone / Operator Section.

salah satu seksi yang ada pada Kantor Depan Hotel yang mempunyai kedudukan yang sama dengan petugas informasi, penerima tamu, pemesanan kamar, pelayanan barang dan kasir kantor depan

 

Motto Front Office staff

“WE DO NOT HAVE A SECOND CHANCE TO GIVE GOOD IMPRESSION TO

OUR GUESTS”

 

” KAMI TIDAK MEMELIKI KESEMPATAN KEDUA UNTUK MEMBERIKAN

KESAN BAIK KEPADA PARA TAMU “

 

 

2.       Perusahaan
Perusahaan yang dapat dijadikan sebagai sumber pemesanan kamar adalah perusahaan swasta, perusahaan asing, perusahaan gabungan.
Biro/Agen Perjalanan
Biro/agen perjalanan dapat dijadikan sebagai sumber pemesanan kamar, karena tamu-tamu yang dibawa oleh travel agent tersebut memerlukan tempat akomodasi. Sumber pemesanan kamar dari travel agent dapat digolongkan menjadi dua yaitu:
FIT (Free Independent Traveler/ Free Individual Traveler).
GIT (Group Inclusive Tour) atau orang-orang yang mengadakan perjalanan dalam suatu kelompok, biasanya di dalam GIT sudah termasuk paket perjalanan, minimal jumlah kamar dalam group sebanyak 8 kamar.
Airlines Companies
Sumber pemesanan kamar yang diperoleh dari perusahaan penerbangan, antara lain:awak kabin, kantor-kantor perwakilan yang tersebar di dalam maupun diluar negeri.
Kantor Pemerintahan
Pejabat pemerintahan serta tamu yang berasal dari perusahaan Negara/BUMN.
Hotel Representative
Pemesanan kamar yang berasal dari kantor perwakilan hotel seperti perwakilan yang berada di bandara udara.
Tamu Hotel
Tamu hotel dapat disebut juga sumber pemesanan kamar, karena tamu dapat memesankan kamar bagi orang lain atau untuk diri sendiri untuk rencana kunjungan yang berikutnya.
Car Rental Company
Sumber pemesanan kamar yang diperoleh dari perusahaan penyewaan mobil.
Central Reservation System
Sistem pemesanan kamar melalui jaringan komputer, yang mana jaringan itu sudah diakses ke komputer sehingga dapat melakukan pemesanan secara langsung. Ada beberapa jenis central reservation system, yaitu :
• An Affiliate Reservation yaitu sebuah jaringan pemesanan kamar untuk hotel yang memiliki mata rantai bisnis.
• A Hotel Chain’s Reservation System, contoh: Holidex (Holiday Inn Group); Maxial (Hyatt Group).
• Non-Chain Properties, contoh: LHW (Leading Hotel of the World); SRS (Steigenberger Reservation Service).
• Non Affiliate Reservation Network yaitu jaringan pemesanan kamar yang tidak terikat mata rantai hotel.
Individual Reservation
Perorangan yang melakukan pemesanan kamar.
Inter Sells Agencies
Perusahaan yang memberikan jasa pelayanan dalam segala sesuatu yang sifatnya pemesanan seperti tiket pesawat, sewa mobil dan lain sebagainya.

 

 

3.       1. Menjawab telpon masuk sesuai courtesy.

2. Follow-up melalui telpon, surat, telex, fax atau datang langsung.

3. Melakukan persetujuan atau penolakan jika fully booked.

4. Memproses pembatalan maupun no-show.

5. Melakukan penawaran kamar dengan harga tertinggi.

6. Menjelaskan fasilitas yang dimiliki hotel.

7. Melakukan antisipasi ada saat situasi hotel overbooked.

 

 

4.       1. Confirmed Reservation; pemesanan kamar yang sudah disetujui pihak hotel dengan bukti confirmation letter. pembatalan berlaku s.d EA (Expected Arrival) diberitahukan oleh tamu.

2. Guaranteed Reservation; pemesanan kamar yang sudah dijamin, pembatalan berlaku s.d check-in time, jika tidak datang dan tidak memberitahu, dikenakan no-show charge selama satu malam.

3. Advanced Payment Reservation; pemesanan yang sudah disertai uang muka (advance deposit), pembatalan berlaku hingga pk. 18.00 dengan syarat minimal tamu sudah membayar satu malam menginap.

4. Waiting List Reservation; pemesanan tetapi tidak dijamin memperoleh kamar pada saat tamu check-in.

 

5.       1. Ucapan selamat datang………GREETING AND SMILE

2. Memeriksa reservasi dan mencarikan kamar sesuai pesan

3. Membantu regristrasi dengan meminjam identity card.

4. Menanyakan sistim pembayaran ;-cash, credit card, travel/airline voucher,- company guarantee letter, atau traveler cheque.

5. Memberikan guest card, welcome drink card dan kunci kamar

6. Memasukkan data ke arrival list u/; HK, FB, Operator, Reception, arsip.

 

6.       1.Tamu penting / VIP ditentukaoleh Front Office Manager / oleh General Manager

2.Setiap pesanan kamar untuk tamu penting / VIP harus diketahui oleh Front Office Manager dan General Manager.

3.Kontrol kesiapan kamar harus dilaksanakan langsung oleh Front Office Manager/Asst F O M , Housekeeping Manager/Asst . House keeping Manager.

4.Proses pesanan kamar harus selalu di monitor atas kemungkinan batal, pengunduran tanggal kedatangan . tanggal keberangkatan . permintaan tambahan dan sebagainya.

5.Penempatan kamar untuk tamu penting / VIP ditentukan oleh Front Office Manager, kamar yang akan ditempati akan di “ Block “ beberapa hari sebelum tamu datang ,dengan mengunakan “Blocking Card “yang ditempatkan di room Rack.

 

 

7.       -Usahakan memberikan kamar dilantai yang sama.

-Mengetik VIP Room Service Requisition Form untuk Tour Leader.

-Menyiapkan :

1)  Amplop diketik nama group nama tamu, nomer kamar.

2) Guest card diketik nama dsb.

3) Kunci kamar dan guest card dimasukkan kedalam amplop

4) Susun amplop berurutan diatas baki/tray.

5) Mengetik “ Rooming List “.

 

8.       House keeping suatu bagian yang menangani penyiapan kamar tamu dan fasilitas penunjang lain dengan prinsip indah, rapih, bersih, lengkap dan sehat sehingga tamu merasa aman dan nyaman berada di dalam hotel. Jenis penamaan kamar di hotel :

1. Standard Room/regular room, perlengkapan dan fasilitas sesuai ketetapan hotel. Fasilitas standar seperti; Bed, bathroom, table, television, telephone, refrigerator, cabinet. Keistimewaan harga paling murah di hotel tsb.

2. Deluxe/superior room, kondisi setingkat lebih baik dari standard room, dg perbedaan; letak strategis, posisi menghadap pemandangan, kualitas furniture, ukuran kamar.

3. Suite room, memiliki 2 ruang terpisah yaitu kamar tamu dan kamar tidur.

4. Studio room, kamar yang dilengkapi dengan studio bed.

5. Twin bedded room, kamar dengan 2 single bed untuk 2 orang.

6. Double bedded room, kamar dengan 1 bed ukuran queen atau king size.

7. Connecting room, kamar bersebelahan dihubungkan dengan conecting door.

Status kamar;

~ Occupied                        ~ Out-of-order

~ Do not Disturb               ~ Lock-out

~ Sleep-out                        ~ Due-out

~ Vacant & Ready    ~ Check-out

~ Check-out                       ~ Late Check-out

 

9.       1) Meningkatkan tingkat hunian kamar serta pendapatan hotel dari tahun ke tahun.

2) Meningkatkan jumlah tamu langganan.

3) Memenuhi kebutuhan dan kepuasan tamu secara baik, tepat dan cepat kepada tamu.

4) Membentuk citra hotel y

Balas

istan harro19 Januari 2021 17.08

MONTH END
ALL DEPARTMENT SECTION MUST BE MAKE THE REPORT AS FOLLOW AS ; GENERAL CASHIER REPORT,COST CONTROL REPORT,MAKE THE FOOD & BEVERAGE REVENUE & COST REPORT ,FB CASHIER MAKE THE DAILY GUEST CHECK/GUEST BIL L FOR FB REVENUE ,FO CASHIER MAKE THE REPORT GUEST FOLIO / GUEST FOLIO
SENIOR ACCOUNTANT MAKE INCOME STATEMENT AND PROFIT & LOSS REPORT THIS ALL, SO MANY THANKS

 

AKHIR BULAN SEMUA BAGIAN DEPARTEMEN HARUS MEMBUAT LAPORAN SEBAGAI BERIKUT; LAPORAN KASIR UMUM, LAPORAN PENGENDALIAN BIAYA, MEMBUAT LAPORAN PENDAPATAN &BIAYA MAKANAN & MINUMAN, KASIR FB MEMBUAT CEK TAMU HARIAN / TAMU BIL L UNTUK PENDAPATAN FB , FO KASIR MEMBUAT LAPORAN TAMU FOLIO / TAMU FOLIO AKUNTAN SENIOR MEMBUAT LAPORAN PENDAPATAN DAN LAPORAN LABA & RUGI INI SEMUA, SEKIAN TERIMA KASIH

 

 

module of accounting management

 

Module of Accounting Management 

Hotel Management

 

 

 

 

 

 

By

 

Istan Harro

 

Edisi

2019

Review

Table of Contents

Introduction…………………………………………………………………………………………………………          3

DEPARTMENT INCOME AND EXPENDITURE………………………………………………………………………………………………………….          4

FOOD & BEVERAGE CASHIER……………………………………………………………………………………          5

FRONT OFFICE CASHIER……………………………………………………………………………………….....          5

OTHER CASHIER………………………………………………………………………………………………………           6

Items Cash Disbursement……………………………………………………………………………………….           6

PURCHASING DEPARTMENT…………………………………………………………………………………..           7

COST CONTROL DEPART…………………………………………………………………………………………           7

GENERAL  CASHIER…………………………………………………………………………………………………           8

Account Receivable………………………………………………………………………………………………..           8

INCOME AUDITOR…………………………………………………………………………………………………            .           9

ACCOUNT PAYABLE………………………………………………………………………………………………..           10

SENIOR ACCOUNTANT……………………………………………………………………………………………            11

Balai Pustaka………………………………………………………………………………………………………            13

 

 

 

 

 

 

 

 

 

Introduction

Generalities:

Accounting Department such of responsibility, controlling, allow cabilities of the Financial for operation Hotel on basic from Uniform system of Accounts of Hotels 1977 Hotel Association of New York City, Inc, U.S.A

Objective:

1. Method Operation:

a. Making the operation Budget for the Hotel

b. System Financial Management Hotel

c. Process of the Revenue and Expenditure

d. Summary of cash receipt per day and month to date

c. Monitoring and controlling operation system

2. Activities:

Cashier section receives for all revenue Hotel from operation Food & Beverage, Room and Other Operated Income

Auditor make the process auditing of revenue

Cost Control Department

Senior Accountant

Account Payable

Account Receivable

Financial Hotel System

Basic of Hotel Management, Uniform System of Accounts for Hotels

Standard Form Systems

The Month ending making the Income Statement Profit & Loss and Balance Sheet, ETC

DEPARTMENT INCOME AND EXPENDITURE

Major Operating Department:

           -    Room Division

           -    Food & Beverage Division

Minor Operated Department:

  -   Telephone Department

  -    Laundry Department

  -    Business Centre

  -    Fitness Centre

 Overhead Department:

          -    Administrative & General

          -    Human Resources

                                  -    Sales and Marketing include Public Relation

                                       -    Engineering Department (POMEC)

Common Transaction in the Hotel

Ú Sales of product and service

Ú Cash Receipt

Ú Purchase s of product and service

Ú Payroll

Ú Cash disbursement   

 

 

 

FOOD & BEVERAGE CASHIER

A. Receives from the waiter/waitress form captain order

B. Handling income /revenue for selling Food & Beverage

C Making the Bill/Guest check from the Captain Order

D Make the Daily Report F & B Cashier every day and reported to the Night Audit

Process for guest payment:

Objectives:

Preparing:  a.  Make the Guest Bill

                     b. Guest name room number room rate Guest check bar & Rest                                         w/Captain Order

FRONT OFFICE CASHIER

1.Handhe of guest payment from room rate      Hotel

2.Money Changer

3.Receives income sales

4.Service the Safety Box for the guest Hotel

5.Make the Summary of front office Cashier

Activities:   Front Office Cashier

Posting the Bill all transaction from product sale hotel, bar & Rest, room service. laundry. Telephone. telex. Business Centre

Room rate departure till check out

        Added Service Charge & Government Tax

        Other. E t c

 

 

Prepared: 

                          a Cashier must be prepared cash money

                           b Prepared the menu list and drink list

   c. Prepared form Guest Check/Guest Bill

OTHER CASHIER

Ú A. Handling Payment of Laundry

Ú B. Receives Payment for Rental Business Centre

Ú C. Make the Report of other Income

Ú D. Reporting to Income Auditor

Items Cash Disbursement

     Responsibilities:           

General Manager  

Director of Finance            and     Cashier

Objectivities:     a. Cash in Carry

                        b. Charge payment

                        c. Rebate / Discount

                        d. Safe deposit box / Safety box

                        e. Paid out

                        f. Money Changer

 

 

 

 

PURCHASING DEPARTMENT

Generalities:

Department was responsibility about the preparing goods for used in Hotel operation food and beverage items, good supply and maintenance of engineering

Responsibilities:     Purchasing Manager

                             Director of Finance

Activities:

            a.         Process procedure fill out Purchase Request for   Department concerned

            b.         Make the Purchase Order

            c.         Maximal three Supplier for Comparison price

            d.        Process the market list

            e.         Process the Groceries list

            f.         Process the Beverage list

COST CONTROL DEPART

Generalities:

Cost Control such as:

Controlling for food and beverage Cost month end

Controlling for requisition all storeroom

Make the Report revenue and cost food & beverage for the period 

Procedure of taking inventory in the storeroom. Kitchen and Bar outlets 

Recap of Beverage and Food items

Checking and Control report the food and beverage revenue

Check good purchase item with the P O, Market list, Groceries list, beverage list

Inventory General Supply and Engineering Store

Recap total Closing Inventory all Storeroom 

Make the Reconciliation of food and beverage for Monthly Report

Reported to Director of Finance, General Manger, F & B Director, Executive Chef ‘

GENERAL  CASHIER

Controlling and checking all receipt Revenue from Cashier ,cash or Charge

Make the Summary of General Cashier

Prepared Cash money for House Bank

Receives Cash from Banquet Sale and Invoice/Account Settlemnt from bill Collector

Report to income audit

Cash money transper to Bank available based of approved Management.

Account Receivable

Activities and Generalities :

*   Receives report from Income audit all  charges ( Room charge or bill )

 Make the Account/Income Settlement  based on Personnal Account or Company  Account

The Summary of Income Settlement reported to Director of Finance and making the Account Receivable journal’s To realize of creditor

 Objectives:

Guest bill / Folio for Charges from the Guest Hotel maximum three month after the guest check out and soon make the income settlement

The Charge/no payment from the  guest/company/government must be the approved to General Manager or Director of Finance

Three time no payment yet to be reported to Director of Finance

INCOME AUDITOR

Generalities:

            Income Auditor make the report all sales product hotel day per day operation:

a.Recapituliation of room sales to day and month to date

b.Recapituliation for Food & Beverage sales to day and month to date

c.Reported other operated department sales

Objectives:

a.Check and balance the Summary of     Restaurant Cashier

b.Check the Report of Summary of Front Office Cashier

c.Check the Laundry sales and Sale for Business Centre

d.Make the Daily Report Income Audit and month to date

e.Check and Compared with housekeeping report .total guest check in and check out

           f.   Room Occupancy and percentage

g.Making the Report of General Cashier

h.Recapituliation of Cash money and Charges and Service Charge and Tax

i.Given to Account Receivable for Charges , Credit Card or all Charges

j.Reported to Director of Finance

 

 

 

 

ACCOUNT PAYABLE

Generalities :

Prepared the Check Cash , Giro biljet check for the payment operation Hotel

Prepared the check for the Supplier

Prepared the check for payment Water

Prepared the check for payment Power/Electrical

Prepared the Check for payment the Payroll Master

Make the Journal Purchase

The Balancing all Purchase with Cost Control Department

Posting invoice supplier for expenses the Hotel

Reported to Asst/Director of Finance about all payment for the Hotel

Generalities :

Prepared the Check Cash , Giro biljet check for the payment operation Hotel

Prepared the check for the Supplier

Prepared the check for payment Water

Prepared the check for payment Power/Electrical

Prepared the Check for payment the Payroll Master

Make the Journal Purchase

The Balancing all Purchase with Cost Control Department

Posting invoice supplier for expenses the Hotel

Reported to Asst/Director of Finance about all payment for the Hotel

 

SENIOR ACCOUNTANT

*Assistant Dir of Finance*

General Activities:

01.Makes the report of general ledger.

02. Makes the Journal ,receipt and City Ledger.

03. Report the Revenue ( Room,Rest,and Other income,Service charge,goverment tax ).

04. “Monthly Report “such as:

A. Balance Sheet

B. Cash in Bank

C. Time Deposit

D. Management Report on Payables/Receivables

E. Account Payable Report

F. Receivable Report

H. Other Receivables

G. Inventory Report

I. Income Statement

J. Room Department

K. Food and Beverage Department

L. Comparative Income Statement & Expenses

M. Telephone and Telegraph Department

N. Other Operated Department

O. Other Rental & Income

P. Administrative and General

Q. Marketing   and   Sales   Department

R. Personnel Department

S. Engineering   Department

T. Summary of Payroll & Expenses

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Balai Pustaka :

Raymonds Sechmidgall Ph D., CPA,James W,Damitio Ph.D,CMA,

Hospitality Industry Financial Accounting Second Edition.

Educational Institute American Hotel Motel Association

 

Reference

 

Harro,Hyatt Bumi Surabaya.Food & Beverage Control ,Year 1980

Hyatt International Manual Food & Beverage Control.Year 1979

Hyatt Regency Surabaya Manual Cost Auditor, Year 1990

Harro, Manual Cost Control, Year 1997