FOUNDATION OF ROOMS DIVISION OPERATIONS-II (A) (THEORY) Unit 1:- GUEST ACCOUNTING, FUNDAMENTALS (Folio, Voucher, Ledger, Accounts, POS).Creation & maintenance of Accounts (Charge privileges, Cash & credit monitoring, Account maintenance & Record keeping systems) TRACKING TRANSACTIONS- Cash payments, Charge purchase, Account corrections, Account allowance , Account transfer Cash advance Unit 2: DEPARTURE- I -Check out& settlement, Departure procedure, DFIT, FFIT, Group, VIP, Modes of payment (Cash, Credit card, Bill to company, foreign currency & combined methods) DEPARTURE-II -Additional check out options , Express checkout , Self-check- out, kiosk, interactive checkout, mobile app checkout , Late checkout. Unit 3: POST DEPARTURE- Unpaid account balances, Account collection, Account ageing & Record generation. NIGHT AUDIT �Importance, Role of night auditor & The night audit procedure Unit 4: SITUATION HANDLING -EMERGENCY procedures (Medical, Fire, Robbery/ theft, Accident , Natural calamity, Bomb threat & Terrorist attack) Guest safety & security- a) Electronic locking systems b) Surveillance & access systems. EMERGING TRENDS IN ROOM�S DIVISION- a) Use of technology b) Product innovation Unit 5: MIS- a) Importance b) Statistical ratios (Occupancy% , Multiple occupancy%, House count, Bed occupancy% , Domestic occupancy%, Foreign occupancy %, Occupancy multiplier, ARR/ADR, ARG/ Rev PAC, RevPAR, Yield) - FOUNDATION OF ROOMS DIVISION OPERATIONS -II B (THEORY) Unit 1:- PUBLIC AREA � Upkeep and Maintenance-Introduction, a) Front of the house and back of the house b) Role in creating first impression c) Frequency of cleaning various Front of the house (-Entrance, Main gate,-Periphery,- Parking,-Landscaped areas,- Main porch ,Main door, Lobby, Public rest rooms, Executive Offices, Business Centre, Elevators, Escalators, corridors and Staircases , F & B areas, Leisure areas), d) Frequency of Cleaning back of the house areas (Employee cafeteria, Administration and Sales offices, Employee areas, Housekeeping areas). SCHEDULE FOR PUBLIC AREA CLEANING -Problems faced during PA cleaning and their solutions Unit 2:- CONTROL DESK- Importance, Opening the house, Reporting staff placement, Handover of each shift - Handling Keys & Key Control, Lost & found Procedure, Maintenance follow ups, Guest special request, Forms, Formats, records & registers maintained at control desk 31 | P a g e Unit 3:- FABRIC CARE OPERATIONS- a) Linen room (Activities performed, Linen exchange procedures, Storage of linen). b) Laundry (Types of Laundry, Services offered in a laundry i.e. Washing, Finishing , Dry Cleaning & Stain Removal, Wash cycle for different Linen Items, Laundry Cycle in a hotel, Laundry equipments and machines, Laundry Agents as per industry standards ( any five brands), International laundry symbols, Guest Laundry & Guest laundry cycle with formats Unit 4:- STAIN REMOVAL- a) Identification of stain b) Classification of stain based on the origin c) General Procedures and precautions to be followed while removing stains from Fabrics. UNIFORM ROOM- a) Activities b) Uniform Exchange procedure c) Advantages of providing uniforms to staff. Sewing room (Activities, Tools & Equipment) Unit 5:- HORTICULTURE- a) Generic Care & Selection of indoor plants b) Flower Arrangement (Basic Ingredients used, Types/ Styles of flower arrangement, Principles of flower arrangement & Conditioning of plant material). Customization and personalization of guest rooms to enhance guest experience