1. Spa Utilization Ratio (SUR)
Do you know what the Spa Utilization Ratio or Occupancy is? Really, what was yesterday's utilization level of your spa? And how about last week, month, or year to date? Are you measuring occupancy levels of each of treatment room by hour, half a day, and full-day?
To calculate the utilization ratio of your spa you need to define time and space units to be measured. For example, if a spa has 5 treatments rooms and is open from 10.00am till 8.00pm. And during the week you have sold for 250 hours of treatment. The occupancy will be 71,4%. The utilization ratio is calculated as follows:
SUR = hours of treatment sold / hours of treatment available
250 hours of treatment sold / (10 hours * 5 treatment rooms * 7 days) = 71,4%
2. Average Treatment Rate (ATR)
The Average Treatment Rate is the revenue generated divided by the number of treatments sold. The Average Treatment Rate will vary upon the level of demand, day of the week, type of treatments sold ...The ATR is a good indicator when using a dynamic pricing strategy.
3. REVPATH
REVPATH stands for Revenue Per Available Treatment Hour, which is calculated by the total revenue generated by treatments, divided, by the number of treatment room hours (treatment rooms multiplied by numbers of hours opened).
Treatment Revenues
Treatment Rooms x Opening Hours
It is basically the same as REVPAR for your hotel rooms.
spa_revenue_management_kpis_400
Based on the REVPATH results, you will be able to identify trends per of the day of the week and time of day. It will enable you to develop a strategy to sell premium products during specific time slots of high demand or offer a promotion to appeal to clients during lower demand hours.
4. SREVPOR
Spa Revenue per Occupied (hotel) Room is an important indicator to measure how many of your clients, staying in your hotel rooms, are utilizing the Spa. It identifies the relation between the occupancy of the hotel and the results of the Spa. Depending of the season and also depending of your hotel client mix, the contribution to the spa may vary. An interesting KPI that helps you understand the ration between internal and external utilization levels.
Other Key Performance Indicators that can be useful are:
* Total revenue per client TREVPEC
* Revenue per square meter TREVPSQM
* Therapist Productivity
All these statistics can be calculated from data extracted from your Spa Management System. You will have to set-up a structural process to analyze the data and KPI, to identify trends and develop a smart Spa Revenue Management Strategy.
Monday, August 29, 2011
Sunday, August 28, 2011
Upselling and revenue maximize..
Got a good questions today....
1. What is the mechanisme for upselling and how do we praise / award the staff concern.
2. How do we obtain the revenue figures at the end of month from the projected room revenue.
Another point for my updates is
Risk Assessment and Fire Alarm safety which i need to buck up.
1. What is the mechanisme for upselling and how do we praise / award the staff concern.
2. How do we obtain the revenue figures at the end of month from the projected room revenue.
Another point for my updates is
Risk Assessment and Fire Alarm safety which i need to buck up.
Hotel
I`ve got an offer as Night Manager at a 5 star property with a nice salary package inclusive of benefits.
The thing is, i have to join in as soon as possible by 5th and further more, to brush up my knowledge on Fire Alarm Safety situations, as the Hotel Manager would surely asked me about this details.
Now, before i were to proceed i will have to understood whether the other 2 areas are still keen to employed me. If not, i will move forward with this arrangements.
Though, there`ll be setback in one end - but positive along the way.
The thing is, i have to join in as soon as possible by 5th and further more, to brush up my knowledge on Fire Alarm Safety situations, as the Hotel Manager would surely asked me about this details.
Now, before i were to proceed i will have to understood whether the other 2 areas are still keen to employed me. If not, i will move forward with this arrangements.
Though, there`ll be setback in one end - but positive along the way.
Saturday, August 27, 2011
Balancing Occ and Arr
Going thru some points on the above balancing in order to ensure end of day results better in terms of RevPar and GopPar.
Hi Occupancy with lower room rates with the intention to generate more income on f&b side,
Low occupancy with higher room rates due to less income on f&b side....
The revpar and revpash may show decline however, it will show better on the trevpar results.
Market factors are deemed necessary and forecast to be plan before real action were to be in place.
Hi Occupancy with lower room rates with the intention to generate more income on f&b side,
Low occupancy with higher room rates due to less income on f&b side....
The revpar and revpash may show decline however, it will show better on the trevpar results.
Market factors are deemed necessary and forecast to be plan before real action were to be in place.
Assessment and appraisal test
Assessment and appraisal test
2. Duties/responsibilities of Assistant Front Office Manager
a. What are your main job responsibilities of position: Assistant Front Office Manager? (for example as below):
• Assign, coordinate, and supervise work activities of Front Desk Agents.
• Ensure work is completed to include, shift closings, room deposits, refunds and rebates.
• Assist in the day-to-day operation of the hotel front office.
• Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit levels.
• Train and develop Front Desk Agents. Prepare staffing schedules, complete payroll, and monitor labor costs to budget figures.
b. Which job responsibilities do you view as most important? Why?
c. Have any new responsibilities been added or removed from your position: Assistant Front Office Manager this year? If so, what?
d. What could your supervisor/Assistant Front Office Manager do to support you in doing your position: Assistant Front Office Manager?
e. Have you successfully performed any new tasks or additional duties outside the scope of your regular responsibilities? If so, please specify.
3. Improvement activities
• What additional support from your organization would help you do your job more effectively for position: Assistant Front Office Manager?
• What would help you to do your job better and provide greater job satisfaction?
• Describe any changes you suggested and/or implemented this year that led to improvement in your area (e.g., quality of work life, cost savings, efficiency) for position: Assistant Front Office Manager.
4. Job conditions of position: Assistant Front Office Manager
• What recommendations do you have that would make this a better place to work?
• What kind of support and/or guidance would you like to see from your supervisor/Assistant Front Office Manager?
5. Skills and abilities of position: Assistant Front Office Manager
Please evaluate yourself on the following factors: outstanding, very competent, satisfactory, needs improvement.
• Strong Work Ethic.
• Positive Attitude.
• Good Communication Skills.
• Time Management Abilities.
• Problem-Solving Skills.
• Acting as a Team Player.
• Self-Confidence.
• Ability to Accept and Learn From Criticism.
• Flexibility/Adaptability.
• Working Well Under Pressure.
6. Goals of Assistant Front Office Manager
• What goals for position: Assistant Front Office Manager have you set for yourself during the next year? What types of projects would you like to be involved in?
• What would you have liked to have done this year for position: Assistant Front Office Manager, but were unable to? Why?
• List your most significant accomplishments or contributions during the past year. How do these achievements align with the goals/objectives outlined in your last review for position: Assistant Front Office Manager?
• What are your goals for next year and what action will you take to accomplish these goals?
2. Duties/responsibilities of Assistant Front Office Manager
a. What are your main job responsibilities of position: Assistant Front Office Manager? (for example as below):
• Assign, coordinate, and supervise work activities of Front Desk Agents.
• Ensure work is completed to include, shift closings, room deposits, refunds and rebates.
• Assist in the day-to-day operation of the hotel front office.
• Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit levels.
• Train and develop Front Desk Agents. Prepare staffing schedules, complete payroll, and monitor labor costs to budget figures.
b. Which job responsibilities do you view as most important? Why?
c. Have any new responsibilities been added or removed from your position: Assistant Front Office Manager this year? If so, what?
d. What could your supervisor/Assistant Front Office Manager do to support you in doing your position: Assistant Front Office Manager?
e. Have you successfully performed any new tasks or additional duties outside the scope of your regular responsibilities? If so, please specify.
3. Improvement activities
• What additional support from your organization would help you do your job more effectively for position: Assistant Front Office Manager?
• What would help you to do your job better and provide greater job satisfaction?
• Describe any changes you suggested and/or implemented this year that led to improvement in your area (e.g., quality of work life, cost savings, efficiency) for position: Assistant Front Office Manager.
4. Job conditions of position: Assistant Front Office Manager
• What recommendations do you have that would make this a better place to work?
• What kind of support and/or guidance would you like to see from your supervisor/Assistant Front Office Manager?
5. Skills and abilities of position: Assistant Front Office Manager
Please evaluate yourself on the following factors: outstanding, very competent, satisfactory, needs improvement.
• Strong Work Ethic.
• Positive Attitude.
• Good Communication Skills.
• Time Management Abilities.
• Problem-Solving Skills.
• Acting as a Team Player.
• Self-Confidence.
• Ability to Accept and Learn From Criticism.
• Flexibility/Adaptability.
• Working Well Under Pressure.
6. Goals of Assistant Front Office Manager
• What goals for position: Assistant Front Office Manager have you set for yourself during the next year? What types of projects would you like to be involved in?
• What would you have liked to have done this year for position: Assistant Front Office Manager, but were unable to? Why?
• List your most significant accomplishments or contributions during the past year. How do these achievements align with the goals/objectives outlined in your last review for position: Assistant Front Office Manager?
• What are your goals for next year and what action will you take to accomplish these goals?
Thursday, August 25, 2011
Fingers cross
If still unsuccessful from this 3 properties on my career movement application,
then i have no choice and stick around until , hopefully , early January 2012.
However i am optimistic that i will get the post before 1st September arrives.
If not, stick to plan B - waiting and pick up some learning course for Diploma purposes.
then i have no choice and stick around until , hopefully , early January 2012.
However i am optimistic that i will get the post before 1st September arrives.
If not, stick to plan B - waiting and pick up some learning course for Diploma purposes.
Interview FOM Sample
Hotel Front Office Manager Job Interview Questions
As a Hotel Front Office Manager, how do you ensure that front office service standards are consistently achieved and maintained for yourself and your staff? What incentives do you provide staff when standards are achieved? Please provide an example.
Training and employee development is always required in this Hotel Front Office Manager position. How do you ensure all Reservations, Bell Staff, Switchboard and Security team members are adequately trained and will provide resources when needed. What methods or processes do you use to ensure training is done successfully? How do you ensure that staff understand what you have taught them?
Provide us with a scenario of your daily front office administration, documentation and reporting tasks? How do you ensure daily tasks are done? What tools and processes do you use?
Financial budgeting skills are vital to being a successful Hotel Front Office Manager. Have you participated in the preparation of the front office operating and capital budgets, and involved in the creation and execution of the hotel’s overall strategic and business plans. If so, please provide us with an example?
As Hotel Front Office Manager, you will be leading a team of front office staff to meet our high standards of service. How do you effectively manage labour costs and departmental productivity results to budget?
A Hotel Front Office Manager must have excellent interpersonal and customer service skills. I’m sure you have dealt with difficult customers in the past. Provide us with a situation with a customer and how you resolved the issue. How did you build rapport and superior customer service levels?
With the complexity of employee scheduling, how do you effectively create a flexible schedule including weekends, evenings and holidays that changes with employee demands?
Using rhe above sample, one will be able to understand what we need and groom further in order to become succes.s..
As a Hotel Front Office Manager, how do you ensure that front office service standards are consistently achieved and maintained for yourself and your staff? What incentives do you provide staff when standards are achieved? Please provide an example.
Training and employee development is always required in this Hotel Front Office Manager position. How do you ensure all Reservations, Bell Staff, Switchboard and Security team members are adequately trained and will provide resources when needed. What methods or processes do you use to ensure training is done successfully? How do you ensure that staff understand what you have taught them?
Provide us with a scenario of your daily front office administration, documentation and reporting tasks? How do you ensure daily tasks are done? What tools and processes do you use?
Financial budgeting skills are vital to being a successful Hotel Front Office Manager. Have you participated in the preparation of the front office operating and capital budgets, and involved in the creation and execution of the hotel’s overall strategic and business plans. If so, please provide us with an example?
As Hotel Front Office Manager, you will be leading a team of front office staff to meet our high standards of service. How do you effectively manage labour costs and departmental productivity results to budget?
A Hotel Front Office Manager must have excellent interpersonal and customer service skills. I’m sure you have dealt with difficult customers in the past. Provide us with a situation with a customer and how you resolved the issue. How did you build rapport and superior customer service levels?
With the complexity of employee scheduling, how do you effectively create a flexible schedule including weekends, evenings and holidays that changes with employee demands?
Using rhe above sample, one will be able to understand what we need and groom further in order to become succes.s..
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