Everything you wanted to know about what

happens behind all those closed doors

Today’s program will explain some of the
things that happen behind the scenes in the
hotel business
You get to the hotel ahead of your
designated check-in time and you are
surprised to find you can’t check in.

WHY NOT?
The hotel may have
been sold out the night
before and check out
time is at 11:00am.

Housekeeping needs
to get in each room
and clean it. That
takes time.
Have you ever seen the DO NOT
Disturb sign on the door all day long?
The guest has probably
checked out and left it on the
door. Housekeeping will not
even knock on the door if the
sign is there. This delays that
room getting cleaned.
If there is a room vacant and
clean, the hotel will get you in
it.
Maintenance of Rooms

Hotels will schedule a number of rooms or

even wings of a property for maintenance
during the year.

The hotel budgets capital improvements each month

for upkeep and upgrades. These funds are given to
the properties by the ownership each year and the
property forecast the amount needed each month.
Why can you get per diem some dates
and not other dates? How does a hotel
decide this?

Supply and demand, remember the hotel

needs to stay profitable to stay open. Over
compressed dates or high need dates,
properties can charge higher rates, just like
airlines.
The hotel does not usually want to contract
meeting space (the name of the meeting room)
with groups because there is always potential for
the hotel to add another group.

The hotel will always want to maximize their

space but will ensure the group
is comfortable.
 In regard to strategically placing groups
hotels want to make sure that the room to
space is in proportion as well.

 Rooms are where the hotel gains profit, food

and beverage is not. It is better for the hotel
when a group wants guestrooms,
proportionate meeting space and
proportionate food and beverage.
 Hotels will also look at patterns. In
downtown Denver the “peak pattern” is on
Tuesdays and Wednesdays.

 All of these factors play into the proposal that

a hotel will send out.
Why does a hotel have to have final numbers
given 3 days in advance?

Hotels keep a limited supply of

food on hand. Fresh food is a “must”.
Three days prior allows enough
time to order in the
food for your event.
Does the hotel prepare meals over the
guaranteed number?

On the average 3 to 5 percent, but this is only

preparing the food, for example, the menu is steak
and seafood duet plated dinner, 3 to 5 percent is
ready BUT not cooked. If needed it will be cooked
and served at the time of the function.
We know there will be some vegetarians,
vegans, food allergies, gluten free needs that
the kitchen will find needed during an event. A
percentage of these are prepped and ready to
be prepared as needed.
Look around a meeting room, a banquet room,
everything you see requires upkeep. Chairs,
tables, linens, cloth napkins, uniforms for the
banquet staff, chafing dishes, china and so on.

The service charge goes toward the upkeep

along with a small portion for gratuity to the
banquet staff.
Depends on the style and size. Usually rooms
are set up the night before so that banquet
staff is not rushed. Once a room is set up a
manager will inspect the rooms.

If a room needs to be turned right away, staff

is brought in to do the work.
Why is it more expensive to have a banquet
event rather than using the hotel restaurant?

Labor, think of a restaurant that serves 200, the tables,

are always set, the kitchen is close by, they keep large
amounts of food and the wait staff is there.

A banquet is more labor intensive,

food must be ordered and the
room must be set up and
taken down after the event.
On average 1 server is assigned
for every 30 guests.

1 bartender is assigned per 120 guests, but if it

is a drinking crowd more will be assigned.

Some hotels depending on their rating will have

more staff for less attendees. A 3 diamond, 3
star rating will have 1 server for 20-25
attendees, 1 bartender per 75 attendees.
Some hotels make money off recycled goods but
the profits usually go back into improvements.

Laundry savings – If a guest stays multiple

nights and will use the same towel, sheets etc.
during their stay, the hotel will save money on
labor, water, soap, etc. This is
the part of the Green
Movement in Hotels.
 Questions ????

 The Back of the House Tour will now begin.

 Course designed by Mark Richardson, Kimberly Forte, CGMP and Chele Clark,
CGMP, Rocky Mountain Chapter.