HOTEL DEPARTMENTS

Classification of Hotel Department

1. Revenue center
2. Cost center department
3. 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 & MKTG
SECURITY ACCOUNTING
HUMAN RESOURCE

1. Guest’s missing watch in his room

2. A recent arrived guest who needs a room
3. A guest who wants to order to room service
4. 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

Meeting
planners
Tour operators

Travel Agents

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.