Room services management / Daniele Sola.

Includes bibliographical references and index.

Introduction to room service management -- Communication in rooms services -- Rooms division -- Public relations management in hotel -- Hotel housekeeping -- Customer complaint management -- Staffing and training in room service management.

"Room service, also known as "in-room dining," is a convenient hotel amenity that allows guests to have menu items delivered to their accommodations. This service, typically offered in high-end hotels and resorts, falls under the umbrella of the Food & Beverage Department. t is important to note that room service is rarely available in lower-tier hotels or motels. To ensure smooth operations within the In Room dining department, room service managers play a vital role. They are responsible for organizing, managing, and administering various aspects of this department. One of their primary goals is maintaining exceptional product quality and service levels at all times. In addition to these responsibilities, room service managers also fulfill other crucial duties. They need to constantly brainstorm innovative ideas to promote business growth while simultaneously reducing employee turnover. Furthermore, they must strive to meet revenue and payroll budgets established by the hotel management. Meeting budgeted productivity expectations without compromising on quality consistently proves challenging for these managers. Nevertheless, their dedication ensures customers continue receiving outstanding experiences from start to finish during their stay.
The second edition of this book is composed of seven chapters. Chapter One introduces the basic concepts of room service and exemplifies
the functions of cleaning workers. Chapter Two focuses on the importance of communication in room service as managers spend a significant portion of their time engaged in verbal or written communications with employees or outside parties. Chapter Three delves into room division which consists of various departments and functions that play vital roles in providing the service guests expect during their hotel stay. Chapter Four clarifies the realm of public relations for hotels, encompassing a vast array of lifestyle and luxury brand PR efforts that are constantly expanding. Shifting gears to its content, Chapter Five presents an overview of hotel housekeeping-a process involving sweeping. waxing and polishing floors, emptying waste baskets, changing sheets, folding and ironing clothes alongside cleaning rooms and hallways with utmost diligence. As we progress further into this book's contents comes forth Chapter Six-an examination on customer complaint management within room service. This chapter covers techniques, processes and systems aimed at minimizing consumer problems while simultaneously enabling businesses to respond fairly, efficiently and effectively when complaints arise. Finally, Chapter Seven focus magnifies onto staffing and training intricacies within room service management"-- Back cover.