Front Office and Housekeeping Operations
Front Office and Housekeeping Operations tests reservations, check-in and check-out, room status, key performance indicators, and the cleaning standard that returns a room to sale.
Room status codes
VC vacant clean; VD vacant dirty; OC occupied clean; OD occupied dirty; OOO out of order (maintenance, not sellable); OOS out of service (sellable but briefly withdrawn); DND do not disturb; SO sleep-out; EA early arrival; DL due out. Housekeeping and reception must update status in the property management system after every inspection.
Key formulas
Occupancy % = rooms sold / rooms available x 100, where available = total rooms minus out of order. ADR (average daily rate) = room revenue / rooms sold. RevPAR = room revenue / rooms available, which also equals occupancy x ADR.
Worked example
A 180-room hotel has 12 rooms out of order, 145 rooms sold and room revenue of 14,500 JOD. Available = 180 - 12 = 168. Occupancy = 145 / 168 = 86.3%. ADR = 14,500 / 145 = 100 JOD. RevPAR = 14,500 / 168 = 86.3 JOD, which also equals 0.863 x 100. Using 180 rooms instead of 168 would wrongly give 80.6% occupancy; that is the classic error in this question type.
Cleaning a departure room
Knock, announce, wait, enter; open curtains and ventilate; strip and bag linen; clean the bathroom first, working top down with colour-coded cloths (red for toilets, blue for general surfaces); dust from high to low; vacuum; make the bed; restock amenities; final check against the checklist; report the new status.
Traps
Counting out-of-order rooms as available; wiping a bathroom with a bedroom cloth; entering without knocking and waiting about ten seconds; forgetting the minibar or the folio balance at check-out; leaving the room status unchanged so the room is sold twice.