HOTEL DEPARTMENTS

Classification of Hotel Department

1. Revenue center 2. Cost center department3. Front of the House and Back of the House

Hotel Departments

Revenue Center Dept

1. Sales and Marketing 2. Front Office 3. Food & Beverage 4. Gift shop 5. Business Center

Cost Centers / Support Centers

- Assist function of the revenue centers with no direct income generation.

HRD

Purchasing

Accounting

Engineering

FRONT OF THE HOUSE

• refers to those departments or areas which are accessible

and visible by guests.

- Front Desk

- Restaurant

- Concierge

- Bell services

Direct contact & interaction with guest

Back of the House

• refers to those departments or areas which rarely have staff-to-guest interactions.

• Kitchen

• House keeping

• Human Resource

Activity:

Department Heads

1. Rooms Division – Resident Manager

2. Food & Bev – F & B Manager

3. Engineering – Chief Engineer

4. Accounting – Chief Accountant & Controller

5. Sale – Sales Director

6. HRD – Personnel Director

Organization Chart

ACTIVITY 2: Which department should handle the following situations

ROOMS DIVISION FOOD & BEV ENGINEERING SALES & MKTGSECURITY ACCOUNTINGHUMAN RESOURCE

1. Guest’s missing watch in his room2. A recent arrived guest who needs a room3. A guest who wants to order to room service4. A guest complaining about the room’s air condition that is not

working properly.5. A hotel that is planning an event for club membership to attract

more business.6. A hotel’s Gen.Manager needing to know the report on the hotel’s

revenue for the past 3 months.7. Newly hired hotel personnel undergoing an orientation

ROOMS DIVISION

Rooms Division

Front Office Housekeeping Reservations Telephone Uniformed services/concierge

Front Office

Considered the nerve center of the hotel. It is a Department that makes the first impression

4 Primary Activities of the Front Office

1. Check in- Guest are welcomed, registered, assigned accommodation, pick up keys for accommodation.

2. Information- serve the special needs of guest and employees.

3. Check out – guests terminate their status as guest. During check-out, guests surrender keys, verify accuracy of the bills, settle their accounts(cash or credit card)

Reservation

The reservation arrange accommodation to in Coming guests.Reservation officer should give an exceptional Telephone manners and telemarketing skills

Role

• Assures guest on the room availability according to their preferred dates and prices.

• Make sure to sell all the rooms each day.

Sources of Reservations

Travel Agents

Meeting planners

Tour operators

Airport representatives

Types of Reservation

• Confirmed reservation• Guaranteed reservation• Regular Reservation

Telephone Exchange• Is a vital part of the smooth running of the hotel. It is also a profit center

area generally add 50% charge to all long distance calls placed from room guest.

• It includes: - In house communication - Pager and radios- Voice mail- Messages- Emergency center

Uniformed Services

• Door attendants• Bell person• Concierge

Responsibilities

• Handle and escort guest• Place luggage in the guest room• Explain hotel services• Deliver guest messages• Delivery packages, mail and flowers• Perform other duties

Concierge

Is a uniformed employee who has his/her own desk in the lobby. The main function is to ensure high degree of guest satisfaction

Housekeeping

Housekeeping

• Responsible for the cleaning, appearance and condition of the entire hotel.

• Interior decorating and flower arranging for VIPs

• Laundry works (washing and drying hotel linens.

Security Dept.

• Responsible for maintaining security alarm systems, implementing procedures on protecting the personal property of guest and employees

DIRECTION: Get a partner; create a telephone conversation (Script) on room reservation.

Choose only one from the given situation. Situation 1 : A travel agent who wants to book a group tour.

Situation 2 : A newlywed couple who wants to book a room for their honeymoon.

Situation 3 : A family tour with kids, booking room/s for a holiday.

Situation 4 : An executive secretary of a corporation making a reservation for the CEO of her company.

Situation 5 : An FIT booking a room for his/her holiday.